Case Management

Case management has long been an important part of the way our Department provides service. Very simply, it means that we will work with you and your family to identify your needs and to help you access services and programs that meet these needs. This service is offered to ALL clients. To see how this might work in real life, let's look at what happens when a still-serving member is ready to leave the Forces.

• There are many CF members and their families who leave the Forces and never need our help. But if you do need our support, our Department, in cooperation with DND, will work with you and your family to help make it easier for you to begin your new life. You will be introduced to Veterans Affairs through a Transition Interview. This sounds very formal, but it is really just a chance for you to meet with one of our Area Counsellors on base/wing and talk about your transition plan to civilian life. It is a chance to learn more about how our Department can help you.
• One of our first jobs will be to help you identify the services and programs you need to be well, stay well, and live as full a life as possible. Your Client Service Team will work together to make this happen. The first thing they will do is to talk with you and your family about your needs. This is called an assessment. Then we will work with you to build a plan that meets your needs. This is called case planning.
• Next, we will work with you and your family to coordinate the resources you will need. Sometimes, these will be directly available from our Department. Other times, they may be offered through agencies that are located in your community.
• A big part of case planning is to monitor your progress. This will help us to evaluate if your needs are being met to the extent possible. For example, as you take part in our new programs and services, we will keep in touch with you, and with the folks who are helping you, to learn how you are doing. If you are doing well - great! If we need to change the plan, we can.
• Our goal is to help you become independent and self-sufficient, but you are always welcome to come back to the Department for support if you need to. There is no time limit on our offer to help you.

Your Client Service Team

Your Client Service Team includes:

• Area Counsellors and Client Service Agents;
• health care experts, including doctors and nurses; and
• experts in disability pensions and disability awards.

This team works closely with many other areas of our Department, including:

• our National Contact Centres, where trained experts handle calls from clients seeking advice and support;
• our Treatment Authorization Centres, which process client claims; and
• Ste. Anne's Hospital, where health experts are on hand to provide advice, training and support.