Rehabilitation Services and Vocational Assistance program delivery updates

Frequently asked questions

General

1. Why is the Rehabilitation Services and Vocational Assistance Program updating the way services are delivered to Veterans and their families?
2. How are services changing?
3. What is staying the same?
4. Who is Partners in Canadian Veterans Rehabilitation Services and what is their role?
5. What are the benefits of this update to the Rehabilitation Services and Vocational Assistance Program delivery?
6. Were Veterans consulted about the service delivery updates to the Rehabilitation Services and Vocational Assistance Program?
7. Were Case Managers consulted about the service delivery updates to the Rehabilitation Services and Vocational Assistance Program?
8. Where can I go for updates on the new contract?
9. I have questions about the updates to the Rehabilitation Services and Vocational Assistance Program. Who should I contact?

Veterans and family members

1. Will these updates impact any existing VAC benefits or services?
2. Will I be able to keep my current service provider?
3. Will I still have a Case Manager?
4. How will my information be protected when my file moves to PCVRS?
5. Will I need to re-send any information to my Case Manager or current health professionals?
6. Will PCVRS process any applications for rehabilitation services?
7. Can I still access rehabilitation services in my community?
8. When will my file move to PCVRS?
9. I submitted a claim to Medavie Blue Cross or CVVRS for rehabilitation- related expenses. What will happen to my claim?

Providers

1. Will I be able to continue providing rehabilitation services after the move to PCVRS?
2. As a service provider, will I continue to receive Rehabilitation Program referrals for Veterans after November 2022?
3. What are the benefits of joining the PCVRS network?
4. How will Medavie Blue Cross providers who do not become PCVRS affiliates work with Veterans in the Rehabilitation Program after November 2022?
5. How will Medavie Blue Cross providers bill for rehabilitation services going forward with PCVRS and what are the changes for authorization of services, reporting, billing/reimbursement and training?
6. Where can I find more information about the Rehabilitation Services and Vocational Assistance Program?

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General

Q1. Why is the Rehabilitation Services and Vocational Assistance Program updating the way services are delivered to Veterans and their families?

The current contract with Canadian Veterans Vocational Rehabilitation Services (CVVRS) is ending 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 better support our Case Managers.

Q2. How are services changing?

Presently, we provide the Rehabilitation Services and Vocational Assistance Program under two national contracts. Under the Federal Health Claims Program Services contract, Medavie Blue Cross administers all medical and psycho-social rehabilitation services, and CVVRS administers all vocational services.

Beginning in November 2022, all medical, psycho-social and vocational assistance services will be administered by one national contractor, Partners in Canadian Veterans Rehabilitation Services (PCVRS). They will 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, will continue to administer all Programs of Choice within our Healthcare Benefit Program. Updates will only impact services that are provided for the Rehabilitation Services and Vocational Assistance Program.

Our Case Managers will remain responsible for the approval of rehabilitation plans, monitoring of rehabilitation progress, and overall coordination of Veterans’ and family members’ case management needs.

Q4. Who is Partners in Canadian Veterans Rehabilitation Services and what is their 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 will be:

• Services that are customized to each Veteran and family member’s unique background and needs, and strive for Indigenous or culturally sensitive approaches and methods.
• Continued access to rehabilitation services in your language of choice.
• 24/7 access to a participant 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 that will best meet their needs.

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 the services will be delivered. The union identified several VAC employees to participate in various working groups, most of whom are Case Managers.

From the beginning, VAC has had transparent and regular communication with staff. Case Managers have been and will continue to be engaged in all phases of the contract rollout as elements are put in place.

Q8. Where can I go for updates on the new contract?

We will share progress updates and any new information on our Rehabilitation services webpage.

Q9. 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 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 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 before any contracts are awarded. 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. Your Case Manager and your Rehabilitation Service Specialist will work together to share relevant information securely.

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 operate in over 600 locations covering all provinces and territories of Canada, as well as internationally. Rehabilitation Service Specialists will be able to meet you in your home, virtually or in your community.

Q8. When will my file move to PCVRS?

For all existing Rehabilitation Program Participants, the move to PCVRS will happen in phases. In August 2022, Veterans and family members received a letter from VAC with details on the Migration Plan, and in November 2022, they were sent a letter from PCVRS.

Phase A – Complete:

At the end of November 2022, our new national contractor, Partners in Canadian Veteran Rehabilitation Services (PCVRS), began coordinating and administering medical, psycho-social, and vocational rehabilitation services.

Phase B – Underway:

All remaining Veterans and family members receiving medical and/or psycho-social rehabilitation services will be moved to PCVRS in the coming months. Case Managers will notify participants about their move before it happens. Case Managers and Rehabilitation Service Specialists will support Veterans and family members during the transition to PCVRS.

Q9. 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. As services transition to PCVRS, you will be notified about where to submit your claims. As services transition to PCVRS, you will be notified about where to submit your claims.

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 rehabilitation 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. As a service provider, will I continue to receive Rehabilitation Program referrals for Veterans after November 2022?

You can continue to receive new referrals by becoming a PCVRS affiliate. To do so, please complete this expression of interest. PCVRS began administering the Rehabilitation Program for VAC in November 2022.

Q3. What are the benefits of joining the PCVRS network?

The PCVRS network includes over 600 locations and over 9,000 rehabilitation professionals across Canada who provide world class and accessible care.

Q4. How will Medavie Blue Cross providers who do not become PCVRS affiliates work with Veterans in the Rehabilitation Program after November 2022?

PCVRS Rehabilitation Service Specialists will contact providers who do not become PCVRS affiliates about next steps. No action is needed on the provider’s behalf until a Rehabilitation Program participant migrates to PCVRS.

Q5. How will Medavie Blue Cross providers bill for rehabilitation services going forward with PCVRS and what are the changes for authorization of services, reporting, billing/reimbursement and training?

More details on billing/reimbursement, the authorization of services, reporting, training and more will be sent to each provider within a few weeks of a participant’s file migrating to PCVRS.

VAC and PCVRS will continue to share updates with providers as the migration continues through to June 2023.

Q6. 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.