What is case management?
Case management is a service designed to assist you by liaising with other organisations on your behalf, and facilitating access to services and co-ordinating the delivery of those services.
It is designed to provide you with one point of contact for the services you are both eligible for and entitled to.
Case managers assist with putting your claim through to the war pensions claims panel. While they do not make the decisions on claims, they are your point of contact during the process.
Case managers will work with you to develop ways to both improve and maintain your quality of life.
What is a case manager?
A case manager is a qualified, experienced professional who has an understanding of the issues you are facing.
Who can access case management?
Case management is available to veterans who have served in a recognised war or emergency. You do not need to be in receipt of a War Disablement Pension to access this service.
Partners, ex partners, and children of Vietnam and Operation Grapple veterans who need counselling are welcome to access this service.
Children with spina bifida and, or cleft lip/palate, who have a parent who served in Vietnam or Operation Grapple can access additional assistance.
How do I get a case manager?
Contact VANZ and we will allocate your own dedicated case manager who will discuss your requirements with you. You are welcome to have family members involved.
I'm already getting my War Disablement Pension and help from my GP; do I need a case manager?
If the care and support already in place for you allows you to live an independent and satisfying life, then you may not need a case manager.
If however, you are unsure of what services are available and you are having some difficulty in maintaining your independence and well being, then a case manager could help you to identify and access appropriate care and support.
I am not well and my wife's health is not good either, can you help me?
Yes. One of the aims of case management is to assist elderly and disabled veterans to access services that will help them stay in their own homes.
In many cases case managers can assist you and your wife to access personal care and home help, as well as home help and other disability support services.
I am no longer able to look after my garden - can you help me?
Yes, VANZ is able to assist you to access funding to assist with ongoing section maintenance.
I was exposed to chemicals in Vietnam and my daughter has decided not to have a family because she is worried about congenital defects?
A case manager would be able to assist the family with referral to the Regional Genetic Service.
I am worried about my mate; he is drinking too much and is stressed.
Referrals are welcomed from all sources, and they are confidential.
A case manager will listen to your concerns; make contact with the veteran and work with them in order to access appropriate treatment and support.
Concerns, Complaints or Compliments
It is okay to complain - your complaints help us to improve our service. You may be assured that your complaint will be treated in confidence and without prejudice.
If you receive excellent care we would like to hear about that also. Please phone or write to us and we promise to pass on your comments.
If you have any concerns or a complaint, discuss them with your Case Manager in the first instance. If you are not comfortable with this, or your case manager is not able to address your concerns then make a written complaint to the Manager Corporate Services. The Manager Corporate Services will speak to your Case Manager and report back to you with in 48 hours of receipt of your letter.
If you are still not satisfied with the out come, you may request a review by General Manager, Veterans' Affairs.
If you wish, you may use an independent advocate to act on your behalf.
From time to time you may be asked to give us formal feed back on the quality of our service. Your input is valued, as we are always looking at ways to improve our service and it helps us to ensure that we are providing a high standard of care.
Your Rights when Receiving a Health or Disability Service
Respect
You should always be treated with respect, this includes respect for your culture, values and beliefs, as well as you personal privacy.
Fair Treatment
No one should discriminate against you, pressure you into something you do not want or take advantage of you in any way.
Dignity and Independence
Case Management should support you to live a dignified and independent life.
Standards
You have the right to be treated with care and skill, and to receive services that reflect your needs. Everyone involved in your care should work together for you.
Communication
You have the right to be listened to, to be understood and to receive information in whatever way best suits your needs.
Information
You have the right to have your condition explained to you and to be told what your choices are. This includes how long you have to wait for treatment, an estimate of costs and likely benefits and side effects.