Coordinated Veterans Care (CVC) Program
CVC Social Assistance - Frequently Asked Questions

1. What is the Coordination Veterans’ Care (CVC) Program?
   
   The CVC Program is an enhanced community care initiative that will provide additional support to veterans and war widows with chronic conditions and complex care needs, and who are at risk of hospitalisation. Through improved community based care, the CVC Program is intended to reduce avoidable hospitalisation.
   

2. What is CVC social assistance?
   
   CVC social assistance is a short-term intensive service which is designed to (re) engage participants in community based activities and to meet a veteran or war widow/widower’s need for social contact and/or accompaniment to a social activity in order to participate in community life.
   

3. Who can refer for CVC social assistance?
   
   Only LMO/GPs are able to refer CVC participants for an assessment for CVC social assistance provided through the VHC Program.
   

4. Who is eligible for CVC social assistance?
   
   Only Gold Card holders participating in the CVC Program will be eligible for CVC social assistance and these services can only be assessed where a LMO/GP has referred a CVC participant to a VHC assessment agency. There are several criteria to be applied, please refer to the complete eligibility criteria on the CVC Program’s webpage:
   http://www.dva.gov.au/cvc.htm
   

5. Are White Card holders eligible for the CVC Program and CVC social assistance?
   
   No, White Card holders are not eligible for services under the CVC Program.
   

6. What are the differences between CVC social assistance and social support services provided through the HACC program?
   
   HACC social support services are available to the wider community (including DVA veterans, war widows, war widowers and dependants) and are often provided on a long-term basis.
   
   There will be a small sub group of CVC participants who are at an increased risk of being hospitalised due to social isolation and would benefit from the provision of CVC social assistance through the VHC program. Offering short-term intensive CVC social assistance to (re) engage in community activities aims to improve CVC participants health outcomes and reduce hospitalisations, in conjunction with a greater coordinated effort to address health needs.
   
   The short term (up to 12 weeks) CVC social assistance services delivered through the VHC Program will be intensive services focussed on building the confidence of CVC participants to promote ownership and motivation for their ongoing social health, with a view to establishing and maintaining long term benefits.
   

7. Will veterans who receive CVC social assistance be precluded from receiving HACC social support services?
   
   No. Social assistance offered by the CVC Program is a different program to that offered through the HACC program. DVA will be liaising with the Department of Health and Ageing to ensure HACC providers do not exclude participants from HACC social support or any other HACC services, provided there is no duplication of the type of activity undertaken.
   

8. If it becomes apparent that a CVC participant requires ongoing support after the 12 weeks, what happens?
   
   CVC social assistance is a short-term intensive service which is designed to (re) engage participants in community based activities. It is not intended to provide indefinite ongoing support.
   
   If it becomes apparent that a CVC participant requires ongoing support VHC assessment agencies should refer CVC participants to HACC for social support services if long term ongoing support is required and advise the LMO/GP accordingly.
   

9. What are the circumstances or reasoning for an extension of the 12 week care period and who would approve this extension?
   
   An extension for CVC social assistance will only be granted in very limited circumstances and there must be sound argument that the one-off extension would maximise benefit of the CVC social assistance already being provided to the CVC participant.
   
   VHC assessment agencies will determine if an extension should be approved and should consider the circumstances for the extension e.g if services are unavailable or the CVC participant has been hospitalised for a short period time.
   

10. If an assessment is undertaken and the outcome is that the eligible person requires long term social support services, what should VHC assessment agencies do?
    
    If a CVC participant requires longer term social support services they should be referred to HACC or other community based services. VHC assessors should provide an explanation on the VHC system regarding why long-term social support is required.
    

11. Who is responsible for feedback to LMO/GPs?
    
    The LMO/GP and/or the care coordinator (either a practice or community nurse) will follow up on the referral with the CVC participant and will monitor the services provided and the effect on the CVC participant.
    
    VHC assessment agencies should feedback information to LMO/GPs on assessment outcomes. If VHC assessment agencies are given additional feedback from VHC service providers on a CVC participant’s progress this information can also be provided to the LMO/GP.
    
    VHC service providers should provide feedback in the same manner as currently provided for other VHC services i.e. to VHC assessment agencies.
    
    There are feedback forms available to assist VHC assessment agencies and VHC service providers and, if required.  These can be found in the DVA Forms System - form number D1306 and form number D1308.
    

12. How will a LMO/GP know if a CVC participant is referred to HACC for social support services?
    
    VHC assessment agencies are required to provide feedback to LMO/GPs and this should include referrals to other programs.
    
    There is a feedback form available to assist VHC assessment agencies.  The form is not a mandatory requirement for VHC assessment agencies to use but will give VHC assessment agencies an example of the information which should be provided back to the LMO/GP. This can be found in the DVA Forms System (form D1306)

13. What if a CVC participant who is assessed as needing CVC social assistance actually declines services?
    
    Participation in the CVC Program is not mandatory. If services are declined VHC assessment agencies should record this on the system and provide feedback to the LMO/GP who will follow up with the CVC participant.
    
    There is a feedback form to assist VHC assessment agencies.  This form is not a mandatory requirement for VHC assessment agencies to use but will give VHC assessment agencies an example of the information which should be provided back to the LMO/GP. This can be found in the DVA Forms System (form D1306)

14. Do I need to let the LMO/GP know if a CVC participant has been waitlisted for services?
    
    Yes, VHC assessment agencies are required to feedback the outcomes of assessments to LMO/GPs.
    

15. How should feedback be given to LMO/GPs from VHC assessment agencies and in what instances?
    
    VHC assessments agencies should provide feedback when a veteran or war widow/widower has been referred by a LMO/GP for the CVC Program. Feedback may be provided via fax (preferred), telephone (if LMO/GP provides telephone contact details), or post. Information to be included in any feedback should include:

    1. the veteran or war widow/widowers full name and contact details;

    2. the assessment outcome;

    3. if there has been a referral (or transfer) to HACC for social support services;

    4. if a CVC participant is allocated any other VHC services e.g. personal care;

    5. if services are extended beyond the original 12 week period; and/or

    6. anything else that may be of interest to the LMO/GP discovered during the assessment

    
    A feedback form is available to assist VHC assessment agencies. This form is not a mandatory requirement for VHC assessment agencies to use but will give VHC assessment agencies an example of the information which should be provided back to the LMO/GP. This can be found in the DVA Forms System (form D1306)

16. Is there a time limit between when the CVC social assistance is approved to when the services are delivered?
    
    Services should be delivered in line with the arrangements outlined in the Deed of Standing Offer and the VHC guidelines. Given CVC participants have been identified as being at an increased risk of hospitalisation, services should commence as soon as possible after approval has been granted. If a service does not commence in line with the service plan dates, VHC service providers should contact the VHC assessment agency to adjust the service plan accordingly.
    

17. How do I actually determine what type of activity best suits the CVC participant?
    
    Determining the type of activity should involve encouraging the CVC participant to have input into the type/s of activity that interests them. A key component of providing CVC social assistance to CVC participants is to empower them and allow them to be involved in the decision making process.
    
    Both VHC assessment agencies and VHC service providers need to be aware of the activities/groups available in their regions. In considering the type of service to allocate to the CVC participant, the overarching goal of the CVC program should be kept in mind i.e. short term intervention for longer term gain. Consideration should be given to providing community-based socialisation wherever possible.
    

18. Can CVC social assistance be a stand alone service?
    
    Yes, however it is expected that VHC assessment agencies will complete an appropriate assessment to establish if other services are required.
    

19. How do VHC assessment agencies and VHC service providers address social isolation given such a short period of care and often complex social situations?
    
    There are generally a wide range of community activities and opportunities for socialising but it can be hard for some people to both find and actively pursue these opportunities. By providing short term intensive assistance the CVC Program will offer an opportunity for CVC participants to address the barriers that they have faced in the past.
    
    VHC assessment agencies should identify the broad types of barrier/s causing social isolation for the CVC participant and recommend the type of activity e.g. community based socialisation to address these barrier/s and where possible recommend a specific activity for the VHC service provider to undertake with the CVC participant.
    
    VHC service providers should discuss these barrier/s further with the CVC participant to determine what activities will be untaken if VHC assessment agencies have been unable to identify a specific activity . VHC service providers should work in partnership with CVC participants to allow them to feel in control of the direction of the socialisation being organised.
    
    It is acknowledged that some circumstances and habits may be difficult to address. VHC service providers should focus on encouraging the CVC participant to take ownership and feel empowered when establishing participation in activities. The short term nature of the services aims to promote social health and independence rather than dependency.
    
    If a VHC assessment agency determines that a CVC participant requires long term social support, a referral to HACC for these services should be considered.
    

20. How will VHC assessment agencies know what services are available to a CVC participant in their local community?
    
    VHC assessment agencies should be aware of general types of activities that are likely to be available given the CVC participant’s location and personal circumstances. Commonwealth Carelink centres can provide information on services that are available in the community.
    
    However it is acknowledged that VHC assessment agencies will not necessarily be familiar with the full range of services available in the community. For this reason, the service approval allows for flexibility for VHC service providers to decide on the actual activity undertaken.
    
    If an activity is recommended and the activity or similar type of activity is not available in the area, VHC service providers should request a re-assessment for the CVC participant and if possible provide information on the activities that are available in the area.
    

21. If a VHC assessment agency has recommended a specific activity with a waitlist, can VHC service providers find an alternate activity?
    
    Generally, if a VHC assessment agency recommends a specific activity in a service plan, this activity should be delivered. If there is a lengthy waitlist for an activity VHC service providers should feed this back to VHC assessment agencies. If a VHC service provider is able to find an alternate activity which is similar in nature to the VHC assessment agency recommended activity, the activity can commence and this should be reported back to the VHC assessment agency.
    
    Where there is no similar activity available VHC service providers should request a re-assessment for the CVC participant and if possible provide information on the activities that are available in the area.
    

22. When can accompanied outings etc be utilised?
    
    As CVC social assistance is intended to increase independence accompanied outings may only be only in limited circumstances where no HACC services are available and the CVC participant has difficulties which prevent community based socialisation.
    

23. What fee will be paid to a VHC service provider for delivering CVC social assistance?
    
    The hourly fee payable at 1 May 2011 is $42.75 (fees are indexed 1 January each year), this rate includes cost components for wages, transport and various other on costs.
    

24. Will DVA pay a higher rate for the VHC service provider?
    
    There will be no additional rates paid to VHC service providers when providing CVC social assistance. If there is a cost involved with undertaking an actual activity (e.g. course or entry fees, internet or a webcam), these costs should be discussed with the CVC participant and when the CVC participant agrees to pay the cost, the activity can proceed. If a CVC participant does not agree to pay for costs associated with an activity, an alternative activity should be established and this should be reported back to the VHC assessment agency.
    

25. Can service plans be updated by VHC assessment agencies to allow VHC service providers to tailor activities?
    
    Where a service plan does not include details of an actual activity VHC service providers, based on information provided in the service plan, are able define the actual activity to be undertaken. The final details of the activity should be provided back to VHC assessment agencies.
    

26. How much travel time can be allocated for VHC service providers escorting CVC participants who live in remote areas?
    
    Generally, the time spent on travel should be less than the time spent on undertaking the actual activity. The amount of time claimed should be for face-to-face time spent with the participant.
    
    If travel time required is greater than ½ hour each way this would be considered a barrier to the activity and should be addressed by the VHC service provider in conjunction with the CVC participant.
    
    For geographically isolated areas where services are limited and a significant distance away from a CVC participant’s home, VHC service providers should provide specific information to assessment agencies so that an assessment can be made on a case by case basis.
    
    If an ongoing solution for transport is not established over the 12 weeks, this should be provided back to the VHC assessment agency.
    

27. If it is expected that CVC participants would only be referred for CVC social assistance once within a 12 month period, how will LMO/GPs be aware of this?
    
    Generally, CVC social assistance is intended to be a once off service over the life of the CVC program. LMO/GPs will be receiving CVC Program training which will cover the intent of the provision of CVC social assistance through the VHC program.
    

28. What if the outcome of the assessment is that the CVC participant is not allocated services for CVC social assistance? Who will manage a complaint from a CVC participant being referred and not receiving services?
    
    Standard VHC complaint management procedures should be followed.
    

29. How is CVC social assistance different to other VHC services?
    
    CVC social assistance:

1. is a part of the greater CVC Program;

2. will allocated in maximum blocks of hours by VHC assessment agencies;

3. services will not have tolerances applied;

4. will run on a national budget; and

5. Services are short term and will generally be approved for up to 12weeks.

30. Why are services being allocated in blocks of hours?
    
    Allocating maximum block of hours gives flexibility to VHC service providers to deliver this new service type. VHC assessment agencies may not be aware of all the services available in the participant’s area and allocating blocks of hours will allow flexibility to VHC service providers to deliver appropriate activities. Generally it is expected that as the CVC participant progresses through the 12 weeks of services the actual hours of service will reduce as they become more independent.
    

31. Can unused hours be carried over from one week to the next?
    
    No. The blocks of hours that will be allocated are an upper limit only with the actual hours determined on the activity undertaken. Any unused hours should remain unclaimed and these hours will be re-credited to the National budget which is managed by DVA.
    

32. What documentation is required in relation to block of hours?
    
    VHC service providers should maintain appropriate records to substantiate the hours being claimed against each block, noting that these records should be made available to DVA if requested (for example as part of a compliance review).
    

33. What if CVC social assistance ceases well before the end of the allocated 12 weeks?
    
    VHC service providers should report this information back to VHC assessment agencies so that the CVC participant’s LMO/GP can be notified and conduct a review.
    

34. Can services be delivered to groups of CVC participants at the same time?
    
    It is expected that CVC social assistance will be delivered to CVC participants on an individual basis, i.e. one care worker for each CVC participant. However if a VHC service provider finds they have multiple clients referred for the same activity and live in the same area, VHC service providers should contact the VHC assessment agency in the first instance for consideration.
    

35. Are VHC service providers required to provide CVC social assistance?
    
    It is expected that VHC service providers will deliver services in line with individual service plans and their Deed of Standing Offer.
    
    VHC assessment agencies should be advised if a VHC service provider is unable to deliver CVC social assistance. If possible, VHC service providers should advise VHC assessment agencies of their capacity to deliver CVC social assistance services. Information that would be beneficial:

1. Will you be offering CVC social assistance?

2. If yes, will all CVC social assistance service types be delivered?

3. If no, what types will be delivered? E.g. only community based socialisation.

4. Will services be delivered on nights and weekends?

5. What types of activities are available in the regions you cover?

36. What if a CVC participant does not like an activity after attending and requests an alternative activity?
    
    VHC service providers should request a re-assessment for the CVC participant and provide information to the VHC assessment agencies on the typed of revised activities that interests the CVC participant.
    

37. Are VHC service providers required to undertake an OH&S assessment of the venue/location of each activity?
    
    A business decision should be made using the professional judgement of the VHC service provider based on the actual venue/location of the activity and considering the OH&S standards and duty of care requirements are which mandated on the venue/location. VHC service providers will not be paid additional fees to undertake OH&S assessments.
    

38. Will VHC service providers be paid if a CVC participant does not attend an activity?
    
    No, VHC service providers are paid for services delivered, as outlined in their Deed of Standing Offer. As CVC participants are expected to be self managing and proactive in their care and will have a care coordinator reminding them about appointments and encouraging them to attend activities, it is expected that CVC participants will attend scheduled activities. VHC service providers are also encouraged to contact CVC participants before the scheduled activity to confirm that the CVC participant is able to attend.
    

39. Should VHC service providers collect a co-payment in the first week if a CVC participant does not attend an activity?
    
    Ideally CVC participants should attend an actual activity in the first week however if a VHC service provider has delivered a face-to-face service a co-payment should still be collected.
    

40. The Modern Award has a minimum requirement of a three hour shift, what if a VHC service provider only provides one hour of CVC social assistance, will DVA pay the full three hours?
    
    No, VHC service providers are paid a fee for services delivered, as outlined in each service plan. Depending on individual business practices and other VHC services the CVC participant (if any) is receiving, it may be possible to combine services to allow some flexibility to VHC service providers.
    

41. Who will be managing the CVC social assistance budget?
    
    The budget for CVC social assistance will be managed as a national budget by DVA. VHC VIEW will display the national budget for VHC assessment agencies.
    

42. Will unused blocks of hours be re-credited?
    
    Unused hours will be re-credited to the national budget in the same manner as current VHC services.
    

43. How will I know if there is sufficient money left to approve services?
    
    There will be a system generated alert for VHC assessment agencies to indicate when the funds are low.
    

44. What will happen if the budget is exhausted?
    
    If the CVC social assistance budget is exhausted CVC participants should be referred to HACC for social support services.  This information should be provided back to the LMO/GP and your DVA Contract Manager.
    
    DVA will monitor the budget closely and provide guidance before the budget reaches the low funds mark and HACC referrals are not the preferred option. If a waitlist is established, DVA will advise VHC assessment agencies via a VHC Bulletin of the process at that time.
    

45. What will the assessment look like for this new service?
    
    There will be changes made within the VHC Assessment Instrument and VHC VIEW system which are currently being used by VHC assessment agencies. There will be an option to perform a shortened assessment in some circumstances.
    

46. What skill set is required to deliver this service?
    
    As a minimum:

1. Certificate III in Home and Community Care, Aged Care Work or Disability Work; and

2. have current competencies in:

1. manual handling;

2. infection control; and

3. First Aid including cardio-pulmonary resuscitation.