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Rehabilitation Services Contract Award June 2021

Frequently asked questions

Participants

  1. How will this new contract affect me as a Rehabilitation program participant?
  2. Will my Case Manager change?
  3. Who is the new contractor and why were they selected?
  4. How was this contractor selected?
  5. How will the new contractor work with my case manager?
  6. How will my privacy be protected?
  7. Will my rehabilitation services be interrupted during the switch to the new contract?
  8. Where should I go for progress updates as this project is implemented?
  9. I have questions about the procurement of this contract. Who should I contact?
  10. I submitted a claim to Canadian Veterans Vocational Rehabilitation Services for vocational related expenses. What will happen to my claim?
  11. I submitted a claim to Medavie Blue Cross. What will happen to my claim?
  12. I live in a rural community and will soon start rehabilitation services. Will the new contractor change the locations where I access these services?
  13. Will the new contractor process my application to rehabilitation services?

Providers

  1. How will this new contract impact community service providers currently providing rehabilitation services to VAC Rehabilitation Program participants?
  2. Where should community service providers refer questions or concerns about the new contract?

Participants

Q1. How will this new contract affect me as a Rehabilitation program participant?

Once in place, this new contract will give you faster access to high quality, inclusive and tailored rehabilitation services as well as more time to connect with your case manager. At this time, there is no change to your services. We will provide regular progress updates and notify you well in advance if there are any changes to how we deliver services to you.

Q2. Will my Case Manager change?

No, this contract will not change your case manager.

Q3. Who is the new contractor and why were they selected?

The new national contractor is Partners in Canadian Veterans Rehabilitation Services, a joint venture between WCG International and Lifemark Health Group, combining expertise to provide medical, psycho-social, vocational and vocational assistance services to Veterans and their families.

The contractor was selected based on their ability to provide expert rehabilitation services that are accessible and inclusive. Our requirements were determined by consulting employees, rehabilitation experts and current Rehabilitation Program participants.

Q4. How was this contractor selected?

Public Services and Procurement Canada, as the Government of Canada's Centre of Expertise for procurement and contracting, worked with us to ensure a fair and transparent selection process, ensuring the Department and the Government received the best value.

Q5. How will the new contractor work with my case manager?

Your case manager will work collaboratively with one of the contractor's rehabilitation service specialists to coordinate, oversee, and follow-up on all your rehabilitation services. This single point of contact gives your case manager easy access to professional advice and support, which will in turn help you.

Q6. How will my privacy be protected?

We take the responsibility of protecting the privacy rights of all our clients very seriously. We hold our contractors to a high standard and perform a vigorous review of their privacy policies before any contracts are awarded. The new contractor must ensure all information concerning participants is protected in accordance with the Privacy Act and that all Government of Canada security standards are met at all times.

Q7. Will my rehabilitation services be interrupted during the switch to the new contract?

No, the new contract will not interrupt your rehabilitation services.

All participants transitioning to the new contractor will have the option to continue receiving services from their existing providers if they wish, but their file will be transferred to the contractor for the benefit of the new way of providing services.

Q8. Where should I go for progress updates as this project is implemented?

As we begin to implement the new contract, we will provide ongoing updates. We will share the most up to date information on our Rehabilitation services page.

Q9. I have questions about the procurement of this contract. Who should I contact?

For all questions about the contract procurement process, please contact PSPC:

Q10. I submitted a claim to Canadian Veterans Vocational Rehabilitation Services for vocational related expenses. What will happen to my claim?

Please be assured that your vocational related expenses claim will be processed. We will let you know well in advance of any changes in procedure leading up to the start of the operational period of the new contract in January 2023.

Q11. I submitted a claim to Medavie Blue Cross. What will happen to my claim?

Please be assured that your medical or psycho-social expenses claim will be processed. We will let you know well in advance of any changes in procedure leading up to the start of the operational period of the new contract in January 2023.

Q12. I live in a rural community and will soon start rehabilitation services. Will the new contractor change the locations where I access these services?

Rehabilitation services will continue to be provided to you regardless of where you live. The new contractor will have services available across the country as well as internationally, and the contractor's rehabilitation service specialists can meet with you in your home, virtually or in your community.

Q13. Will the new contractor process my application to rehabilitation services?

No, Partners in Canadian Veterans Rehabilitation Services will not make qualification decisions for your application(s) to rehabilitation services. Our decision process remains based on evidence and professional recommendations.


Providers

Q1. How will this new contract impact community service providers currently providing rehabilitation services to VAC Rehabilitation Program participants?

At this time there is no change to how services are delivered services to participants of the Rehabilitation program. Community service providers will be notified well in advance of any changes that may impact participants of VAC's Rehabilitation program.

Existing medical, psycho-social and vocational rehabilitation community service providers currently involved in a participant's rehabilitation plan will engage with the new contractor to ensure a continuity of services and care.

Q2. Where should community service providers refer questions or concerns about the new contract?

  • Provider authorization and claims questions: call Medavie Blue Cross at 1-888-261-4033
  • General inquiries: call the VAC National Client Contact Centre at 1-866-522-2122
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