Veterans’ Home Care (VHC) program An introduction and overview for new VHC service providers

1. Veterans’ Home Care (VHC) program An introduction and overview for new VHC service providers

2. Introduction • What is VHC? • contractual relationship between DVA and your organisation to provide services – under a Deed of Standing Offer. • start date for the Deed of Standing Offer is 1 October 2011.

3. Structure of the VHC program The VHC program comprises two separate components: • assessment and coordination; and • service delivery From 1 October 2011, DVA will have contracts with: • 15 assessment agency organisations; and • approximately 170 VHC service provider organisations.

4. Key Documents • Deed of Standing Offer is the contract between DVA and the VHC service provider – effective 1 October 2011 • The Veterans’ Home Care Guidelines – Service Provider are Attachment 1 of the Deed.

5. Eligibility & Access • To be eligible for assessment for VHC services a person must be: • a veteran of the Australian defence forces; or • an Australian mariner; or • a war widow/widower of an Australian veteran or an Australian mariner and have • a Gold Card (DVA Treatment Card – covers all medical conditions); or • a White Card (DVA Treatment Card – covers specific service related conditions) • To determine eligibility veterans should be referred to the VHC assessment agency.

6. VHC provides: VHC Services • domestic assistance; • safety-related home and garden maintenance; • personal care; • respite care; and • social assistance, (for clients participating in the Coordinated Veterans’ Care (CVC) program).

7. Roles & responsibilities • provide services 7 days a week (including public holidays) if there is an assessed need. • contact veteran promptly within 2 working days following receipt of service plan (within 24 hours if for personal care or respite). • deliver quality services in a timely manner. • undertake services as outlined in the service plan. • manage all aspects of sub-contracting arrangements. • correctly submit all claims for payment. • ensure staff are appropriately trained/qualified.

8. Personnel & Training • Qualifications • Personal care, social assistance and respite services – Cert. 3 is required. • Domestic Assistance - Cert. 3 is recommended • Home and garden maintenance – Cert. 3 not required • Current competencies • manual handling • Infection control • First aid • CPR.

9. 1.VHC assessor completes an assessment 4. AA sends care plan to veteran 2.VHC coordinator completes approval 3. AA allocates service to a VHC service provider 6. VHC service provider contacts veteran within 2 working days 7. VHC service provider negotiates service delivery days/times 8. Services are delivered & claimed by VHC service provider 9. AA conducts regular reviews with veteran The assessment process 5. VHC service provider able to download service plan

10. What is a service plan Service plans detail all the information required by the VHC service provider to deliver the approved services. The service plan is created by the VHC system. The service plan can be downloaded by VHC service provider from the VHC IT system after an approval or an amendment to an approval is completed.

11. Copayments • Collection • Waiver • Impacts that may affect the copayment process • refusal to pay – refer to VHC assessment agency if unable to resolve with veteran – veterans acknowledge agreement of their responsibility to pay the copayment as part of the assessment process; • death of veteran; • not at home for scheduled visit; • absent from their home (on medical grounds) but services continuing; and • unable to be provide at specified time.

12. Complaints & compliance • All VHC service providers are required to have in place a complaints management mechanism that will effectively: • identify; • record; and • prescribe action on feedback and complaints received from veterans. • VHC Deed of Standing Offer outlines the contract management and performance monitoring processes expected including: • Quality Management Framework • Regular contract management visits

13. Communication – how will we keep you informed? • via regular Contract Management meetings and visits by local VHC Operations staff from DVA; • through regular VHC Bulletins which are issued throughout the year and when there is important information for service providers to know; and • via informal phone and email correspondence

14. Contacting DVA • For enquiries regarding VHC Service Provider contract issues and operational support, contact the DVA VHC Operations team on: • 1300 550 466 (select option 1 for service providers); or • via email VHC&CNSDOPS@dva.gov.au • DVA Website • For information on VHC generally, go to the DVA web site and access the VHC Homepage – at www.dva.gov.au and go to the ‘Service Provider’ tab and choose Veterans’ Home Care. • DVA Factsheets • www.dva.gov.au/factsheets/defaults.htm (under topic choose Veterans’ Home Care)

15. Contacting the Assessment Agency • For assessments / referral only ask the veteran to call 1300 550 450. Ask the veteran to call from a landline from their own suburb. • For all other matters use the VHC assessment agency’s direct number. Attachment A of the VHC Guidelines – Service Provider.

16. Questions/comments