Philosophy of the Client Centred Service Approach

The adoption of the Client Centred Service Approach (CCSA) as the philosophy of VAC's Client Services helps ensure that all our clients with complex needs receive the right service at the right time by the right person.

VAC Service Philosophy

Veterans Affairs provides a range of programs and services to more than 150,000 aging Canadian veterans and members of the Canadian Forces. As a result of CCSA, VAC's Client Services have shifted from a program-centred to a Client Centred focus to improve service to all our clients.

In a Client Centred Approach to Service:

• the individual needs of the client are identified and then it is determined how best to provide assistance, through internal or a coordination of departmental and community resources;
• a partnership exists between the client and the Department as demonstrated through direct client involvement in all aspects of their care planning decisions;
• staff work with the client to meet all their needs, not just to determine their eligibility for Departmental services and benefits;
• delivery of services with or without VAC benefits is legitimized.