Veterans Program Policy Manual

1. Introduction
   1. Historical Perspective
   2. Mission Statement
   3. Departmental Mandate
   4. Vision Statement
   5. Values and Ethics Statement
   6. Organizational Overview
      1. Organization and Structure
      2. Veterans Affairs Portfolio - Organization Chart
   7. The Programs and Services VAC Delivers
   
   
2. Client-Centred Service Approach
   1. Client-Centred Service Approach Background and Model
      1. Background
      2. Model
      3. Definitions
   2. Case Management
   3. Staff Roles
      1. Area Counsellor
      2. Administrative Support Group
      3. Chief, Client Services
      4. Client Service Agent
      5. Chief of Support Services or Administration and Finance Officer or Manager, Administrative Services
      6. District Director
      7. District Office Nurse
      8. Senior District Medical Officer/District Medical Officer
      9. Occupational Therapist
      10. Pension Officer
   
   
3. Client-Centred Service Approach Standards
   1. Standards
      1. Background
      2. Introduction
      3. Client Outcomes
      4. Client Service Standards
4. Case Management Quality Assurance - Quality Improvement
   1. Introduction
   
   
5. Training
   1. VAC Changing to Meet Client Needs
   2. The Helping Relationship
   3. The Chief's Role in Client Centred Service
   4. Communication on the Phone and Face to Face
   5. Advanced Case Management Part A
   6. Advanced Case Management Part B
   7. Bereavement Support Counselling Protocol Training
   8. Elder Abuse and Neglect Protocol Training
   9. Advanced Case Management for Working with Younger Clients