Learn more: read the 2021 contract award FAQs
Frequently asked questions
General
- Why is the Rehabilitation Services and Vocational Assistance Program updating the way services are delivered to Veterans and their families?
- How are services changing?
- What is staying the same?
- What is Partners in Canadian Veterans Rehabilitation Services and what is its role?
- What are the benefits of this update to the Rehabilitation Services and Vocational Assistance Program delivery?
- Were Veterans consulted about the service delivery updates to the Rehabilitation Services and Vocational Assistance Program?
- Were Case Managers consulted about the service delivery updates to the Rehabilitation Services and Vocational Assistance Program?
- How is the migration to PCVRS happening?
- Where can I go for updates on the new contract?
- I have questions about the updates to the Rehabilitation Services and Vocational Assistance Program. Who should I contact?
Veterans and family members
- Will these updates impact any existing VAC benefits or services?
- Will I be able to keep my current service provider?
- Will I still have a Case Manager?
- How will my information be protected when my file moves to PCVRS?
- Will I need to re-send any information to my Case Manager or current health professionals?
- Will PCVRS process any applications for rehabilitation services?
- Can I still access rehabilitation services in my community?
- I submitted a claim to Medavie Blue Cross or CVVRS for rehabilitation- related expenses. What will happen to my claim?
Providers
- Will I be able to continue providing rehabilitation services after the move to PCVRS?
- Where can I find more information regarding the changes to the Rehabilitation Services and Vocational Assistance service delivery model?
- Where can I find more information about the Rehabilitation Services and Vocational Assistance Program?
General
Q1. Why is the Rehabilitation Services and Vocational Assistance Program updating the way services are delivered to Veterans and their families?
The previous contract with Canadian Veterans Vocational Rehabilitation Services (CVVRS) ended in December 2022. This created an opportunity to combine all medical, psycho-social and vocational rehabilitation services under one national contract for consistent, standardized and timely services. These updates will improve services for Veterans and their families and offer better support to Case Managers.
Q2. How are services changing?
Beginning in November 2022, all medical, psycho-social and vocational assistance services are administered by one national contractor, Partners in Canadian Veterans Rehabilitation Services (PCVRS). They collaborate with VAC Case Managers and health professionals to deliver personalized rehabilitation services to Veterans and their families.
Q3. What is staying the same?
Medavie Blue Cross, under the Federal Health Claims Processing Services Contract, continues to administer all Programs of Choice within our Healthcare Benefit Program. Updates only impact services for the Rehabilitation Services and Vocational Assistance Program.
Our Case Managers remain responsible for the approval of rehabilitation plans, monitoring of rehabilitation progress, and overall coordination of Veterans’ and family members’ case management needs.
Q4. What is Partners in Canadian Veterans Rehabilitation Services and what is its role?
Partners in Canadian Veterans Rehabilitation Services (PCVRS) is a partnership between Lifemark Health Group and WCG International Consultants LTD. They bring international best practices and new rehabilitation techniques to our Rehabilitation Services and Vocational Assistance Program. PCVRS will collaborate with our Case Managers and existing providers to deliver personalized rehabilitation services to Veterans and their families.
Q5. What are the benefits of this update to the Rehabilitation Services and Vocational Assistance Program delivery?
Some of the improvements are:
- Services that are customized to each Veteran and family member’s unique background and needs, and strive for culturally sensitive approaches and methods.
- Continued access to rehabilitation services in your official language of choice.
- 24/7 access to an online portal, where Veterans and family members can submit claims, manage appointments and access resources and training.
- A trained Rehabilitation Service Specialist (RSS) to support Veterans, family members and Case Managers throughout the rehabilitation journey by coordinating appointments, processing claims for rehabilitation expenses, and gathering documentation for Case Manager.
- Veterans and family members will have the chance to share their experiences and satisfaction with the program – input that will help us make sure that the Rehabilitation Services and Vocational Assistance Program is the best it can be.
Q6. Were Veterans consulted about the service delivery updates to the Rehabilitation Services and Vocational Assistance Program?
Yes. From January to May 2022, we consulted Veterans and their family members with experience in the program on how program delivery updates might affect them. Their feedback helped us develop tailored communication and Veteran and family member migration strategies to best meet their needs.
In February 2023, we consulted with Veterans about their experiences migrating to, and participating in, the new service delivery model. There are also other built-in feedback points so that Veterans participating in the program can provide feedback at critical steps.
Q7. Were Case Managers consulted about the service delivery updates to the Rehabilitation Services and Vocational Assistance Program?
Yes. VAC consulted Case Managers early in the contract renewal process. Their thoughts, concerns and perspectives have helped shape how services are being delivered. The union identified several VAC employees to participate in various working groups, most of whom are Case Managers.
From the beginning, VAC has been transparent and had regular communication with staff. Case Managers have been, and will continue to be engaged in the implementation of the new service delivery model.
Q8. How is the migration to PCVRS happening?
The move to PCVRS is happening in phases. Phase A is complete. Phase B is ongoing. Veterans and family members received a letter in summer 2022 with details about the Migration Plan.
Rehabilitation Service Specialists (RSS) and Case Managers will support Veterans and family members during the move to PCVRS.
Phase A – COMPLETE November-December 2022:
- Veterans and family members who are new to the program access rehabilitation services from PCVRS.
- Veterans and family members who were receiving vocational services from CCVRS (who may also have been receiving medical and psycho-social services as part of their rehabilitation plan) are moved to PCVRS.
Phase B - January 2023 and late summer 2023:
- All remaining Veterans and family members whose Rehabilitation Plan is only for medical and/or psycho-social rehabilitation services are being moved gradually to PCVRS. They are notified when they will be moved.
Q9. Where can I go for updates on the new contract?
We will share progress updates and any new information on our Rehabilitation services webpage.
Q10. I have questions about the updates to the Rehabilitation Services and Vocational Assistance Program. Who should I contact?
If you have questions, please call us at 1-866-522-2122.
Veterans and family members
Q1. Will these updates impact any existing VAC benefits or services?
No. Your existing benefits and services (including rehabilitation or vocational assistance services) will not be impacted.
There will not be any interruption to your services during the move to PCVRS. Rehabilitation Service Specialists (RSS) and your Case Manager will support you during the move to PCVRS.
Q2. Will I be able to keep my current service provider?
Yes. There will always be the option to continue with your current service provider. However, all Veteran and family member files will move to PCVRS as part of the Rehabilitation Services and Vocational Assistance Program updates.
Q3. Will I still have a Case Manager?
Yes. Your Case Manager will work together with one of PCVRS’ Rehabilitation Service Specialists (RSS) to coordinate, oversee, and follow-up on all your rehabilitation needs. The RSS will work with Veterans, family members and Case Managers to provide easy access to professional rehabilitation services and support.
Q4. How will my information be protected when my file moves to PCVRS?
We take the responsibility of protecting the privacy of all Veterans very seriously. We hold our contractors to a high standard and perform a vigorous review of their privacy policies. PCVRS must ensure that any information concerning Veterans and family members is protected in accordance with the Privacy Act and that all Government of Canada security standards are met at all times.
Q5. Will I need to re-send any information to my Case Manager or current health professionals?
No. Rehabilitation Service Specialists (RSS) and your Case Manager will work together to move your information to PCVRS when the time comes.
Q6. Will PCVRS process any applications for rehabilitation services?
No. PCVRS will not process any applications for rehabilitation services. VAC Case Managers will continue to make decisions about eligibility.
Q7. Can I still access rehabilitation services in my community?
Yes. Rehabilitation services will continue to be provided to you regardless of where you live. PCVRS’ Rehabilitation Services Specialists (RSS) operate in over 600 locations in each province and territory of Canada, as well as internationally. RSS’s will be able to meet you in your home, virtually or in your community.
Q8. I submitted a claim to Medavie Blue Cross or CVVRS for rehabilitation- related expenses. What will happen to my claim?
Your medical, psycho-social or vocational expense claims will continue to be processed.
Providers
Q1. Will I be able to continue providing rehabilitation services after the move to PCVRS?
Yes. Veterans and family members will have the option to continue receiving current services from their existing provider(s) or access providers from the PCVRS network.
Please note that Medavie Blue Cross will continue to administer all Programs of Choice within our Healthcare Benefit Program (under the Federal Health Claims Processing Services contract). The move to PCVRS only impacts services that are provided for the Rehabilitation Services and Vocational Assistance Program.
Q2. Where can I find more information regarding the changes to the Rehabilitation Services and Vocational Assistance service delivery model?
For more information regarding the Rehabilitation Services and Vocational Assistance Program service delivery updates please see the VAC Rehabilitation Services and Vocational Assistance Provider Bulletin April 2023.
Q3. Where can I find more information about the Rehabilitation Services and Vocational Assistance Program?
Learn more about eligibility or get information on the Rehabilitation Program. If you have other questions about the Rehabilitation Services and Vocational Assistance Program, please call us at 1-866-522-2122.