POR Registration Number: 063-18
PSPC Contract Number: 51019-181009/001/CY
Contract Award Date: December 19, 2018
Delivery Date: April 24, 2019
Contracted Cost: $46,121.85
Client Experiences with Veterans Affairs Canada Rehabilitation
Program and Case Management Services
Executive Summary
Prepared by:
Corporate Research
Associates Inc.
Prepared for:
Veterans Affairs Canada
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Executive Summary
Corporate
Research Associates Inc.
Contract Number:
51019-181009/001/CY
POR Registration
Number: 063-18
Contract Award
Date: December 19, 2018
Contracted Cost:
$46,121.85
To support improvements to service delivery and policy development,
in the spring of 2017 Veterans Affairs Canada (VAC) conducted the VAC National
Survey 2017 to obtain feedback from War Service Veterans, CAF Veterans and
Members, RCMP Veterans and survivors who were either in receipt of benefits or
who had applied for a benefit in the last 12 months. While the survey
demonstrated overall satisfactory results, aspects of the Rehabilitation
Services and Vocational Assistance Program and Case Management Services received lower ratings. As such,
further exploration was needed to better understand the reasons for lower
satisfaction levels.
In January 2019 VAC commissioned Corporate Research Associates
Inc. (CRA) to conduct qualitative research with Veterans who took part in the 2017
VAC National Survey. The goal of this study was to explore areas of lower
satisfaction from the 2017 VAC National Survey, specifically related to the
Case Management Services and the Rehabilitation Program. A total of 29 in-depth
telephone interviews were conducted from February 27, 2019 to April 2, 2019.
Research objectives:
·
Explore clients’ perceived experiences
with their engagement in the Rehabilitation Program and/or Case Management
Services;
·
Identify the facilitators and barriers to
clients’ participation in the Rehabilitation Program and/or Case Management
Services;
·
Identify the facilitators and barriers to
clients’ completion of the Rehabilitation Program and/or Case Management
Services.
The study also sought to make recommendations for
survey items on future iterations of the VAC National Survey, and future
research to support the development, management and improvement of programs and
services for Veterans and their families.
Findings
from this qualitative research study will be used to increase VAC’s
understanding of clients’ experiences with these specific programs/services,
inform the development of survey items on future iterations of the VAC National
Survey, and inform future research to support the development, management and
improvement of programs and services provided to Veterans and their families. Qualitative
techniques are used in marketing research as a means of developing insight and
direction, rather than collecting quantitatively precise data or absolute
measures. As such, results are directional
only and cannot be projected to the overall population under study.
What Did Veterans Tell Us?
Transitioning
from Military to Civilian Life
Veterans begin their case management experience at a time of
physical pain, mental instability, with trepidation and uncertainty for their
future. This and the fact that military culture is significantly different than
civilian culture defines particular needs for the Veteran.
Awareness
and Understanding of VAC’s Services and Programs
Veterans are
often unaware of, or do not understand the suite of VAC’s programs and services
available to them, and are unsure where to access this information. This is sometimes
a function of the Veteran’s personal physical and mental circumstances that
make it difficult to absorb and navigate information and sometimes a function
of the complexity of VAC’s system. Often both factors are at play. Therefore,
Veterans want a clear and structured Case Plan. This points to the need for
clear, complete, direct and accessible information, delivered pro-actively to
the Veteran and it emphasizes the need for the Case Manager to act as both an
advocate and a navigator for the Veteran for both VAC programs and community
resources.
Case
Manager Role - Characteristics, Knowledge and Skill Set
Veterans do not fully understand the Case Manager role and
experience variability in quality and experience levels in Case Managers.
Veterans identify key qualities and ideal characteristics as: being empathetic,
understanding, caring, having excellent listening skills and an ability to
build rapport. Veterans expect that Case Mangers will be knowledgeable about
all of VAC’s benefits and services and will proactively communicate this
information to Veterans. There is the perception among some Veterans that Case
Managers may withhold information, thus acting as gate-keepers.
Working
Relationship Between Veteran and Case Manager
Veterans want direct access to their Case Manager and they
want continuity in the working relationship. Change is experienced as
disruptive and potentially harmful to the Veterans’ well-being. Veterans
express a fear of the future and seek a safety net, sometimes expressed as a
desire to retain Case Management services and remain in the Rehabilitation
program, even when the Veteran is deemed well enough to cease services.
Experiences
with Rehabilitation Services and Vocational Assistance Program
Veterans have experienced excellent outcomes as a result of participating in medical, psychosocial and vocational rehabilitation programs, however Veterans identified issues in the program that stem from both individual and structural (VAC) sources. The connection between rehabilitation and financial security is one that requires further exploration. This and Veterans’ fear of the future and want of a safety net, combined with what is perceived as a lack of accountability may account for Veterans remaining in the Rehabilitation program even when they are determined to be well. Veterans have good awareness of medical and psychosocial rehabilitation programs, but not for vocational rehabilitation. Veterans experience confusion between the Service Income Security Insurance Plan (SISIP) offered by the Canadian Armed Forces and the Vocational Assistance program offered through VAC.