In the last issue of Salute!, we told you about a new initiative called the Integrated Service Delivery Framework (ISDF) that Veterans Affairs Canada is putting in place to make sure you continue to receive the right service, at the right time, by the right person. This Framework will be introduced in stages over the next three years. On this page, you'll learn about two important measures that promise to benefit clients immediately and for years to come.

Team Spirit

Over the years, clients have told us how much they value the service they receive from the staff at Veterans Affairs Canada.

To earn your continued support, we're now pioneering a new way of doing business that will give us more opportunity to:

• listen to your concerns;
• identify your needs early on; and
• work with you and your family to develop a care plan that is tailored to meet your needs.

At the heart of this new approach is the Client Service Team. Each team includes locally-based specialists, such as doctors, nurses, area counsellors, disability pension experts and client service agents. Each member of the team is 100 per cent committed to understanding, and responding to, your special needs. This means that instead of relying on one person for all your needs, you'll now benefit from the skills and expertise of several highly trained people.

To support our locally-based specialists, we're putting in place a network of people across the country who have been carefully trained to answer incoming calls from clients. This means that when you call us, you will be able to talk to a real person, not an answering machine. The person who answers your call will listen to your concerns and find out what you need. If possible, they will help you right on the spot. If this is not possible, they will direct your call immediately to the appropriate team member in your area.

Our team approach means:

• it will be much easier and quicker for you to get answers to routine inquiries;
• service across the country will be more consistent; and
• our specialists will have more time to help you if you develop urgent or more complex needs.

If you have been a client of Veterans Affairs Canada for a long time, you may rely on one particular staff person, such as an Area Counsellor or Client Service Agent, for most of the information or support you need. This kind of one-on-one relationship has worked well in the past, but as your needs change you may benefit from the advice and support of more than one person. This is why the team approach is so important: it ensures that you continue to receive the right service, at the right time, from the right person. It also means that our organization will be better positioned to respond to the future needs of all our clients, including veterans, still-serving Canadian Forces members and RCMP clients.

Team Approach Works!

"As part of a Client Service Team, I now have more time to focus on taking care of the needs of my clients." - VAC Area Counsellor.

"Already, I've received calls from clients who are very happy with the speed that they are receiving their medical travel cheques." - VAC Administrative Service Agent.

Members of our staff have always worked together closely to help clients with urgent or complex needs.

The new approach merely builds on this teamwork so that front-line staff in our District Offices will have more opportunity, on an ongoing basis, to share information and coordinate plans on behalf of their clients.