4.0 Manuals

Caregiver Recognition Benefit

• Caregiver Recognition Benefit – Application and General Information

Case Management

• Case Conferencing
• Case Management FAQs
• Case Management Framework
• Case Management Guidelines for Veterans with Chronic Pain
• Case Manager's Checklist For Case Planning
• Case Managers Guidelines for Working with Veterans Who Are Homeless
• Case Need and Complexity Indicator
• Clinical Care Managers for Veterans with Complex Health Needs
• Distinctions Between Treatment Benefits and Medical or Psychosocial Rehabilitation Services
• FAQs: Case Planning (2011)
• FAQs: Client Service Agent (CSA) Workload Measurement Tool Project (2013)
• Final Project Report: Client Service Agent Workload Measurement Tool
• Guided Support Guideline
• Guidelines for Caring Carefully
• Guidelines for Case Conferencing
• Guidelines for Case Planning
• Guidelines for Engaging Families
• Guidelines for Working With Veterans Experiencing Anger
• Homeless Veteran - Business Process for Screening and Referral
• How to Process Consent Forms and Initiate Contact with Veterans in the Criminal Justice System
• Indicators for Referral: Case Management
• Post Disability Decision Screening
• Supporting Veterans Requiring Mental Health Services Prior to Entitlement via Disability Benefit
• Support Services Indicator (SSI) - Steps for Activating and Deactivating
• VAC Casualty Support Protocol
• Veteran Suicide Notification
• Workload Intensity Tools: Quality Assurance Report

Disability Benefits

• Acceptance of Diagnoses from nurse practitioners for disability entitlement purposes
• Additional Pension on behalf of a Spouse/Child (NCCN)
• Adjudication Manual
• Administered/Estate Account - Administration of Clients’ Monies
• Administered/Estate Account - Disbursement of Estate Funds held by VAC
• Disability Benefits - Medical Examinations for Still Serving CAF Members
• Disability Benefits Program: Revised Service Standard, April 1st 2011
• Disability Benefits Program: Revised Service Standard, CSDN Changes
• Disability Benefits Program: Transition Activities for Revised Service Standard
• Disability Pensions/Awards Medical Assessment and Reassessment
• How to Process a Payment or Reimbursement of Financial Advice
• How to Process a Clothing Allowance Application
• How to Process a Critical Injury Benefit Application
• How to Process a Medical Release Attributable to Service Determination Application
• How to Process an Additional Pain and Suffering Compensation Application
• How to Process an Application for the Education Assistance Program (EAP)
• How to Process an Attendance Allowance Application
• How to Process Disability Benefit Applications for Survivors and Dependents
• How to Process Disability Benefits First Applications in CSDN
• How to Process Disability Benefits First Applications in GCCase
• How to Process an Exceptional Incapacity Allowance Application
• How to Process Detention Benefit under the Veterans Well-being Act (VWA)
• How to Process Red Zones in GCCase
• How to Process Red Zone Requests for Disability Benefits
• Members/Veterans requests to hold Disability Award Application until April 1, 2019
• Pension Disease Classification Manual
• Pension Officer Reference Manual
• Pre-decision Counselling for Clients with Dual Entitlement – Disability Pension and Pain and Suffering Compensation
• Qualified Health Professionals Accepted for Veterans Affairs Canada Disability Program
• Royal Canadian Legion: How to Process a Disability Benefits Application
• Royal Canadian Mounted Police - Disability Entitlement (On Duty Determinations)

Funeral and Burial Program

• Matter of Right Decisions for the Funeral and Burial Program

Health Care Benefits

• Appendix B - Provider Information- VAC Guidelines for Authorizing Blood Collection Services
• Claims that Exceed 18 Month Limitation on Reimbursements and Payments
• Contact Process for Departmental FHCPS Users Needing Assistance with the FHCPS Portal or inquiries for Medavie Blue Cross
• Cues for Referral of Treatment Requests Between VAC Area Offices and the Medical Authorization Centre (MAC)
• Decision Making and Use of the Benefit Grids
• Determining Need for In-Home Treatment
• Emergency Call Devices (ECDs)
• Health Related Travel – Veteran Contact Regarding Post Payment Verification Process
• How to Process a Request for a Benefit or Service when Client Does Not Have POC –interim
• Increased Decision making Authority under the Veterans Health Care Regulations for Case Managers
• In-Home Treatment – Compensating Providers for Costs of Time-In-travel
• Items Purchased Outside Canada
• How to Process Requests for Treatment/Intervention at Outpatient or Inpatient Multi-Disciplinary Clinics (MDCs)
• Increased Authority to Approve Home Adaptations and Special Equipment under the Veterans Health Care Benefits Program
• Light Therapy for Bipolar I, Bipolar II and Major Depressive Disorder with a Seasonal Specifier
• NCCN Procedure When Client Reports Pharmacy Balance Billing
• Order for accessing sources of payment for treatment benefits and services
• Payment of Health Premiums or Fees
• POC 1 - Protective Helmets
• POC 5 - In-Home Venipuncture (Blood Collection) Services
• POC 6 - EDTA Intravenous Chelation Therapy
• POC 7 - Blood Pressure Monitor
• POC 7 - Cold Air Mask
• POC 7 - Electric Blanket
• POC 7 - Glucose Meter
• POC 7 - Hydrocolloidal Gels
• POC 7 - Massage Unit (Portable and hand-held)
• POC 7 - Medical Alert Identification
• POC 7 - Needleless Syringe
• POC 7 - Neuro-muscular Electrical Stimulator
• POC 7 - Pre-medicated Bandages
• POC 7 - Skin Graft Product (Apligraf)
• POC 7 - Transcutaneous Electrical Nerve Stimulators (TENS)
• POC 8 - Nursing Foot Care - Licensed/Registered Practical Nurse (LPN/RPN)
• POC 8 - Nursing Foot Care (excluding Foreign Countries Operations)
• POC 8 - Nursing Foot Care Registered Nurse (RN)
• POC 8 - Nursing Services: Visits
• POC 9 - Oxygen Therapy
• POC 10 - Adverse Drug Utilization Evaluation
• POC 10 - Anti-Smoking Aids
• POC 10 - Fees for Injections Administered by Pharmacists
• POC 10 - Interim Supply
• POC 10 - More Than 100 Days Supply
• POC 10 - Non-Formulary Products
• POC 10 - Smoking Cessation Programs
• POC 12 - All Related Health Services - Initial Approval & Exceeding Frequency and Annual Dollar Limits
• POC 12 - Neurofeedback: Modality Used by Approved Health Professionals
• POC 12 - Requests for Extensions and Maintenance Therapy
• POC 13 - Computers and Robotic Equipment
• POC 13 - Cushion (Power) Lifting Chair/Easy Lift Chair with Spring Lifter Seat/ Ejector Seat Chair
• POC 13 - Electrical Hospital Beds
• POC 13 - Exercise Equipment
• POC 13 - Home Adaptations
• POC 13 - Home or Self Use Neurofeedback, or EEG Biofeedback Machines
• POC 13 - Hydrotherapy Equipment
• POC 13 - In-Home Transporting/Lifting Devices, Power Mobility Equipment, Vehicle Modifications
• POC 13 - Motorized Yard Equipment
• POC 13 - Niagara Cyclo-Massage Chairs
• POC 13 - Orthopaedic/Posturepedic Mattress
• POC 13 - Passive Exercise Devices
• POC 13 - PVACs Pend Management
• POC 13 - Recreational Vehicles
• POC 13 - Special Equipment - Requirement for a Minimum of Two Quotes
• POC 13 - Water Softening Devices
• Prescription Drugs – Non Formulary Products
• Pressure Reduction/Relief Mattresses and Overlays
• Provider Relations Issues Workflow
• Referrals to Head Office for Exceptional Health Care Services or Benefits
• Reference Chart for Treatment Benefit Decisions Made Under the VHCRs
• Reimbursement of Co-payments and Deductibles for Health Benefits
• Releasing CF Personnel - FHCPS Release Dates
• Renewal of Treatment Benefits
• Requirement for the Verification of Home Adaptations
• Requirement to Access Provincial Programs
• Responding to Inquiries regarding Client Verification Letters sent out by the Medavie Blue Cross National Investigative Unit (NIU)
• Selection of Providers and Payment of Benefits
• Treatment Benefits or Services Inquiries Escalation Process
• Treatment Benefit Proof of Payment
• Use of “Plain Language” Treatment Authorization Centre (TAC) Decision Letter Templates
• VAC Contribution Toward the Cost of a Treatment Benefit

Income Support

• Administered/Estate Account
• How to Appeal Decline of Canadian Forces Income Support Benefit-CF Veteran or Survivor/Orphan
• How to Appeal Decline of Income Replacement Benefit – CAF Veteran
• How to Appeal Decline of IRB – Survivor/Orphan
• How to Apply - Canadian Forces Income Support Benefit - CF Veteran
• How to apply for the Public Service Health Care Plan - PSHCP (Health Benefits Program)
• How to Process Applications for Trust Funds/Emergency Fund
• How to Process Canadian Forces Income Support Benefit Application - Survivor/Orphan
• How to Process Income Replacement Benefit Applications for Veterans
• Income Replacement Benefit – Overpayments: Recovery, Remission and Write Off
• Income Replacement Benefit Application Process for Survivors and Orphans
• Status of Canadian Forces Income Support (CFIS) Application - CF Veteran or Survivor/Orphan
• Status of Canadian Forces Income Support Payment (CFIS) - CF Veteran or Survivor/Orphan
• Suspension of the IRB during the Assessment of Rehab Needs or During Development and Implementation of the Rehab Plan
• Trust Fund Eligibility Criteria

Long Term Care

• Accommodation and Meals Rates
• Accommodation and Meals Rate Annual Renewal and Canada Revenue Agency Weekly Reports
• Application and Decision Making Process - Long Term Care Program and VIP Intermediate Care
• Claims that Exceed 18 Month Limitation on Reimbursements and Payments
• Creating a New Long Term Care Facility Notebook in CSDN/RCSS
• Guidelines on Payment of Long Term Care Invoices by Medavie Blue Cross
• How to Apply Long Term Care Insurance to Accommodation and Meals Contributions
• Long Term Care Eligibility and Payment Guide\
• Long Term Care Program and Veterans Independence Program (Intermediate Care) Payment Process Reference Tool
• Long Term Care Support
• Long Term Care Support Waiver
• Overseas Service Veterans Who Apply for Contract Beds (Veterans Independence Program and Long Term Care)
• Residential Care Support System (RCSS) - User Manual
• Section 34 Financial Administration Act (FAA) Long-Term Care Large Contract Facility Authorization Process

Veterans Emergency Fund

• How to Process Applications for the Veterans Emergency Fund
• Interim COVID-19 Business Process Veterans Emergency Fund Acquisition Card (for VSTMs)
• Veterans Emergency Fund Acquisition Card (for VSTMs)

Veterans Independence Program

• Adjudicating Services for Primary Caregivers
• Advance Pay
• Approval of Ambulatory Health Care under the Veterans Independence Program
• Approval of Foot Care under the Veterans Independence Program (VIP)
• Claims that exceed 18 Month Limitation on Reimbursements and Payments
• Entitlement Only (one dollar) Benefit Arrangement
• Exceeding Rates
• Exceptional Health Needs
• Grant Determination Tool User Manual
• Maximum Rates Payable for Veterans Independence Program and Long Term Care Program Services
• Payment of VIP Services When Client has Relatives Residing in the Home
• Primary Caregiver Eligibility When the Veteran is Admitted to an Assisted-living Facility
• Procedures for New Departmental Printing and Mailing Functionality for VIP Letters
• Processing New Veterans Independence Program Applications
• Reassessments, Amendments and Terminations of Grant Benefits
• Requirements for Decision Making and Determination of Need
• Requirements for Decision Making and Determination of Need – Annex
• Review of Veterans Independence Program (VIP) Reassessment Report
• Role of the Decision-maker and the Senior Area Medical Officer – Frequently Asked Questions
• Three year Benefit Renewal with Veterans Independence Program (VIP) Recipients
• Veterans Independence Program (VIP) Benefits for Survivors (2008 Expansion)
• Veterans Independence Program (VIP) Delegation of Authority Table
• Veterans Independence Program - Guiding Questions for Determination of Need
• Veterans Independence Program (VIP) National Rates for Housekeeping and Ground Maintenance Services
• VIP Client Overpayment
• VIP Eligibility at a Glance
• VIP Home Adaptations and Instrumental Activities of Daily Living (IADLs)
• VIP Interface User Guide and Desktop Procedures
• VIP Processing Reassessments, Amendments or Terminations for Reimbursement Benefits
• VIP Provider Overpayment

Veterans Ombudsman

• OVO Charlottetown Operations Guidelines

Transition Services

• Accountability Framework for Performance Management and Reporting - Case Management Services
• Administrative Release of Canadian Forces Members Who Breach Universality of Service
• Area Counsellor Client-Centred Assessment
• CAF Member Relocation/File Transfer Process -Medically Releasing CAF Members
• Career Transition Services - Application and General Information
• Changes to Decision Making Authority for the Rehabilitation Program
• Diminished Earning Capacity (DEC): Issue Resolution and Responding to Field Operations Inquiry Process
• Distinctions for Rehabilitation Focused Case Planning Guideline
• DND/VAC/SISIP Program Arrangement (PA) - Questions and Answers
• Education and Training Benefit – Application and General Information
• Enhanced Transition Services VAC/ CAF Escalation Process - Medically Releasing CAF Members
• Guidelines for the Harmonization of Rehabilitation Services VAC/DND/SISIP
• Guidelines - Self-Employment as a Vocational Rehabilitation Goal
• How to Initiate and Record Pharmacy Related Request for VAC Rehabilitation Service and Vocational Assistance Program Participants
• How to Process Applications and Render and Record Eligibility Decisions for Rehabilitation Services and Vocational Assistance
• How to Process a RCMP Transition Interview Request
• How to Process Dental Services for VAC Rehabilitation Program Clients
• How to Process VAC Rehabilitation Program Medical and Psycho-social Assessments and Services
• How to Process VAC Vocational Rehabilitation Services and Vocational Assistance Services (National Contractor)
• Inactive VR Files – Closing the VR File with CVVRS
• Information Guide: Medically-Releasing CAF Personnel/Veteran CAF/SISIP FS/VAC
• Integrated Transition Plan (ITP)
• IVRP Expenses - Description of Categories
• Rehabilitation and Vocational Rehabilitation Assistance for Out of Country Participants
• Rehabilitation Framework
• Rehabilitation Program Decision Making: Determining and Demonstrating Appropriate Evidence-based Decisions – Revised
• Rehabilitation Program: Reminders on Eligibility Effective Dates
• Rehabilitation Services and Vocational Assistance Program: Issue Resolution, Program Inquiry and Case Consultation Request Process
• Review of Rehabilitation and Financial Benefits Decisions Under the Canadian Forces Members and Veterans Re-establishment and Compensation Act (CFMVRCA)
• Screening Tool Guidelines
• Service Standard Start Date Mandatory Field
• Suspension of Rehabilitation or Vocational services, Cancellation or Completion of Rehabilitation or Vocational Assistance Plan & Program Eligibility
• Tracking Rehabilitation Program Costs
• Transition Case Conferencing with CFHS
• Transition Interview Process -Voluntary Release (Non-medical)
• Transition Interview Referral Process for Medically Releasing Reservist
• Transition Interviews - Medically Releasing CAF Members

General

• Change of Address
• Client Information Storage
• Client Service Team Competency Profiles
• Client Service Team Competency Profile Gap Analysis Report
• Creating Notebooks in CSDN
• Disclosing Content of VAC Files Directly to Clients
• Documenting Client Consent
• Exceptional Prepayment Health Related Travel
• Hand-held Electronic Devices
• Health-Related Travel and Rehabilitation Related Travel Expenses (other than training)
• How to Request Service Information
• Indicators for Referral to Client Service Team
• Obtaining a Client File Number
• Payment for Medical Assessments/Exams/Reports and Associated Travel for Rehabilitation, Disability Award/Pain and Suffering Compensation, Disability Pension and Financial Benefits (no entitlement)
• Power of Attorney – Alternative Arrangements Chart
• Power of Attorney (POA)/Public Trustee/Guardianship
• Pre-paid Return Envelopes for Clients
• Reservists – Compensation During a Period of Injury, Disease or Illness
• Scanning and Mail Direction Guidelines
• Screening Tool Guidelines
• Service Health Records
• (SHRs) - Digital SHR Desktop Procedures for Outside Document
• (SHRs) - Digital SHR Desktop Procedures for View Modify Users
• (SHRs) - Digital SHR Desktop Procedures for View Users
• (SHRs) - Procedures for Digital Imaging of Service Health Records (SHRs) by PWGSC in Matane, Québec
• (SHRs) Procedures for Obtaining Service Health Records
• (SHRs) – Tips
• Single Point of Contact (SPOC) Directive
• Social Insurance Number used as Service Number
• Validation of Identity