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Archived - Achieving service excellence through improved case management
The Government of Canada places the highest priority on service excellence by making sure Veterans and their families have the support and services they need, when they need them. Veterans Affairs Canada (VAC) offers a dedicated one-on-one case management service model to support Veterans and their families who have complex health and re-establishment needs. Currently, there are approximately 7,200 seriously ill and injured Veterans being case-managed by VAC case managers whose professional backgrounds include social work, nursing, occupational therapy and related health professions.
Veterans Affairs Canada recognizes the need for accelerated access to case management services. VAC will deliver on its service excellence commitment by reducing caseloads to an average of 30 Veterans for each VAC case manager and will hire more than 100 permanent case managers in order to achieve this goal. Hiring more frontline employees reflects VAC’s new Veteran-centric approach to service excellence by making it easier for Veterans and their families to get the help they need, when they need it most. Caseloads for individual case managers will be reduced, allowing more time and attention to be dedicated to each Veteran. New case managers will provide greater access for Veterans who are experiencing increasingly complex and intensive needs, particularly those with mental health conditions.
As part of its ongoing efforts to emphasize Veteran-centric service excellence, the Department is implementing a number of changes. Departmental processes are being streamlined to allow for faster decisions, including waiving applications in some cases for the Retirement Income Security Benefit and the Critical Injury Benefit. As well, forms are being streamlined to make the application process easier.
Example of a Veteran who could benefit from these changes
Jason, a 41-year-old sergeant, has serious physical and psychological injuries due to his service. Before releasing from the military, Jason has a transition interview with a VAC employee, where he learns about the benefits and supports available to help him and his family transition, including a disability award, rehabilitation, financial benefits and case management services.
Under the current system, when Jason is assessed with highly complex needs requiring intensive case management support, he may have to wait several weeks to be assigned a VAC case manager. After the new VAC case managers are hired, Jason will have a case manager within five days and his case manager will be able to dedicate more time and attention to his specific needs.
A continuum of care
Today’s announcement of service delivery improvements complements the spectrum of benefits and supports available to Veterans, including those new benefits recently announced. Benefits and services such as rehabilitation and vocational assistance are designed to help support the needs of ill and injured Veterans.
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