The Evaluation of Case Management Services was conducted in alignment with Veterans Affairs Canada (VAC’s) 2017–22 Risk-Based Audit and Evaluation Plan. The evaluation was completed in accordance with the directive and standards specified in Treasury Board of Canada’s 2016 Policy on Results.
1.1 Overview
VAC Case Management Services enable recipients to achieve mutually agreed upon goals through a collaborative, organized and dynamic process. The process is coordinated by a VAC Case Manager. Case Managers work with recipients to monitor and evaluate progress and adjust the case management plan as necessary to assist them in reaching their goals, and optimizing their level of independence and well-being. Goals and improvements to well-being are targeted for individuals with complex needs in areas such as physical health, mental health, employment, financial, housing, social integration, life skills, etc. As of March 2018, VAC was providing Case Management Services to 13,437 individuals.
VAC Case Managers are members of interdisciplinary teams and have access to doctors, nurses, occupational therapists, mental health specialists, rehabilitation specialists, and provincial and local programs and service providers. Case Managers report to a Veteran Service Team Manager (within VAC’s Field Operations Division), and receive functional direction from VAC’s Case Management and Support Services Directorate (within VAC’s Service Delivery and Program Management Division). Case Managers are located within Area Offices and Integrated Personnel Support Centers (IPSCs) across Canada.
1.2 Eligibility
Individuals may qualify for Case Management Services if they have complex needs or are finding it difficult to navigate a transition or change in their lives.
Case management recipients can include:
- traditional/war service Veterans;
- still-serving Canadian Armed Forces (CAF) members nearing their release date;
- released CAF Veterans; or
- former members of the RCMP.
Case management is a service, not a program. As such, no application form needs to be submitted. Rather, contact screening is completed by Veteran Service Agents (VSAs), Case Managers, VAC health professionals, or Veteran Service Team Managers (VSTMs) to determine if case management is warranted. A screening is completed every time there is contact with a Veteran whether by phone, in person, or mail. In cases where there is a need for a comprehensive screening, a risk assessment is also completed. In addition, a risk assessment is completed as part of all Transition Interviews.
Those screened who are determined to have a moderate to high level of risk or meet VAC’s indicators for referral are referred to case manager. The Case Manager provides a further assessment to determine whether there is a need for Case Management Services.
In addition, the Canadian Forces Members and Veterans Re-establishment and Compensation Act (CFMVRCA) sets out requirements for an assessment of client needs and the development and implementation of a Rehabilitation Program, or Vocational Assistance Plan for each eligible client. Currently, VAC Case Managers lead the assessment and Rehabilitation Program planning process with consultation and support of members of the Veteran Service Team, and subject matter experts as necessary. The Rehabilitation Program uses VAC’s Case Plan format and practice guidelines.
This evaluation did not assess performance, standards, or practices specific to the Rehabilitation Program. A separate evaluation of VAC’s Rehabilitation Program is scheduled to be completed during fiscal year 2020–21.