The following work plan shows the actions that Veterans’ Affairs is planning to take, so that rehabilitation will be a positive and effective experience for its veteran clients.
It will be regularly reviewed to make sure that progress is being made and objectives remain valid, and that it takes account of any significant changes in the environment we are working in.
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Aspiration:
Rehabilitation services and support will be person-centred, holistic, and culturally respectful.
What this will look like for veterans:
- Each veteran will be seen as a person, not a condition
- VA staff and providers will demonstrate understanding of what it is like to be a veteran
- Rehabilitation plans are meaningful and reflect what a veteran wants to achieve
- They will feel that they are listened to, their cultural needs are recognised and the services provided meet their needs.
Objective
Veterans requiring rehabilitation get the right support at the right time from people with the right skills
Actions |
When |
Measures |
Agree initial individual rehabilitation plan with veterans within 30 working days of registration with VA. These will include goals, actions, and time scales, plans will be evaluated and developed over time. |
June 2018 |
All veterans needing rehabilitation plans will have an initial rehabilitation plan agreed within 30 working days |
Identify, develop and introduce a veterans’ vocational aspirations questionnaire |
June 2018 |
All veterans needing vocational rehabilitation will be offered a vocational aspirations questionnaire |
Fully implement an arrangement with NZDF for transferring exiting complex cases from NZDF health care to VA support |
December 2018 |
Initial arrangement is in place and operating, pathways are being developed, VA is part of a multidisciplinary complex case team |
Delivery of rehabilitation is culturally appropriate
Actions |
When |
Measures |
Provide training to all rehabilitation advisers and VA client services staff to foster understanding of armed forces culture and to raise awareness of other cultural needs |
December 2018 |
Training completed for VA staff |
Increase proportion of VA staff with Defence Force experience |
December 2019 |
Proportion of staff with Defence Force experience has increased by 10 percent |
Services provided are evidence-based
Actions |
When |
Measures |
Keep up to date with New Zealand and international research, through local and international networking, and by accessing research; and communicate changes in best practice |
Ongoing |
Rehabilitation practices and policies are evidence-based |
Develop material on veteran needs and disseminate to primary healthcare providers (including on-line training module for GPs and other health practitioners, conference attendance, and production of pamphlets) |
December 2018 |
Material has been developed and disseminated Online training modules have been assessed for value and relevance |
Support services and health practitioners who offer rehabilitation services understand the needs of veterans and the issues that they and their families and whānau face
Actions |
When |
Measures |
Complete environmental scan of rehabilitation providers in primary healthcare and identify effective engagement opportunities |
December 2018 |
Methods of increasing the awareness of rehabilitation providers about veterans’ needs have been identified |
Engage with primary healthcare and support service providers about how best to communicate with them about veterans |
June 2019 |
There is planned engagement with primary healthcare and support service providers |
Investigate the feasibility of developing a preferred providers list of GPs and other health practitioners who understand veteran needs |
December 2018 |
Project completed and follow-up being considered/under way |
Rehabilitation services incorporate feedback from veteran clients
Actions |
When |
Measures |
Contract annual rehabilitation survey to seek client views and measure satisfaction |
June 2019 |
Initial survey completed and rating achieved is satisfactory or above |
Aspiration:
- Veterans trust that those who provide their rehabilitation services understand their experiences, can advise them about navigating support service networks, and will interact with honesty, compassion and integrity
What this will look like for veterans:
- VA offers services they can understand and have confidence in.
- They have easy access to up-to-date information from agencies and advocacy groups.
Objective
There is a high level of knowledge amongst eligible veterans about Veterans’ Affairs rehabilitation support
Actions |
When |
Measures |
Develop and implement a targeted outreach programme (base and camp visits, presentations, pop-up shops) and develop plan for enhancing effectiveness |
December 2018 |
Outreach programme is developed, a review of the plan is scheduled, and there are feedback loops from veterans to VA in place |
Provide veteran advocacy groups with up-to-date accurate information about VA and its rehabilitation services |
December 2018 |
Veteran advocacy groups report satisfaction with the level of support they receive from Veterans’ Affairs |
Veterans needing assistance feel confident that those offering services will be responsive, knowledgeable and supportive of their needs
Actions |
When |
Measures |
Engage with primary healthcare and support service providers about how best to communicate with them about veterans’ needs |
December 2018 |
Material developed and disseminated |
Develop a programme to monitor and evaluate providers of rehabilitation services to veterans |
December 2018 |
Programme operating |
Develop training package for Veterans’ Affairs staff, including staff support arrangements, and implement training programme |
December 2018 |
Training completed and staff report increased knowledge |
Formally seek client views and measure satisfaction with rehabilitation services through survey tool |
June 2019 |
Initial survey completed and rating achieved is satisfactory or above |
Veterans’ Affairs is able to provide guidance and information that helps veterans to access the wider rehabilitation support system
Actions |
When |
Measures |
Develop information about availability of rehabilitation support services and other social services and ensure staff can guide veterans through this as required |
June 2019 |
Information compiled and training completed |
Establish user-friendly information channels to connect veterans with the services they need |
December 2018 |
New website in operation and rating of satisfactory or above is achieved in annual survey |
Information about rehabilitation is easy-to-find, accurate, clear and understandable
Actions |
When |
Measures |
Develop communications about rehabilitation in clear and plain English |
December 2018 |
Rating of satisfactory or above in annual survey |
Aspiration:
- Veterans in need will have access to an integrated, structured, comprehensive and coordinated rehabilitation programme, with health services in the public system and the New Zealand Defence Force closely aligned.
What this will look like for veterans:
- They will not need to start from the beginning each time they access a service
- The services and support that are offered recognise their needs and can be trusted
- All parts of a rehabilitation programme work together
Objective
Seamless transition from military to civilian support
Actions |
When |
Measures |
Work with other parts of NZDF to identify qualifying veterans due for release for follow-up by VA |
June 2018 |
Arrangement is in place and operating |
Develop a welcome process to all identified servicepersons with a VA entitlement |
December 2018 |
100 percent of veterans contacted within the first three months after leaving NZDF |
Agree initial individual rehabilitation plan with veterans within 30 days of registration with VA. These will include goals, actions, and time scales, plans will be evaluated and developed over time |
June 2018 |
Arrangement is in place and operating |
Investigate the feasibility of developing a preferred providers list of GPs and other health practitioners who understand veteran needs |
December 2018 |
Project completed and follow-up being considered/under way |
Prepare case for Ministry of Health inclusion of veteran identifier on GP client registration database |
December 2018 |
Agreement from Ministry of Health to inclusion of veteran identifier |
Formally seek client views and measure satisfaction with rehabilitation services through survey tool |
June 2019 |
Initial survey completed and rating achieved is satisfactory or above |
Support services and health practitioners who treat veterans
Actions |
When |
Measures |
Engage with primary healthcare and support service providers about how best to communicate with them about veteran needs |
December 2018 |
There is effective engagement in place with primary healthcare and support service providers |
Understand the needs of this group and the issues that they and their whānau face
Actions |
When |
Measures |
Create pathways to show how rehabilitation services are delivered |
December 2018 |
Processes have been mapped and pathways have been developed |
Information is collected effectively, shared and analysed, within agreed and secure parameters
Actions |
When |
Measures |
Investigate development of on-line veterans’ platform/ gateway as the first point of contact for veterans seeking advice and support. The aim is to put veterans and their families in touch with the organisations best placed to help with the information, advice and support they need |
June 2019 |
Investigation has been completed, and proposal is being considered |
Aspiration:
- Veterans’ rehabilitation is delivered by one cross-sector team, sharing knowledge, best practice and innovation.
What this will look like for the veteran:
- Services talk to each other and are joined up.
- Veterans do not have to repeat their story or go for repeat assessments.
- Veterans know, and are consulted on, what information is shared.
- Veterans feel those offering services understand the whole picture, including their family or whanau’s issues.
Objectives
There is shared understanding about an individual veteran’s rehabilitation goals
Actions |
When |
Measures |
Rehabilitation plans specify rehabilitation outcomes agreed with veterans and shared with appropriate service providers |
June 2018 |
Initial rehabilitation plans are in place for all veterans requiring rehabilitation within 30 days of registration with VA |
Support services and health practitioners involved with veteran rehabilitation have improved knowledge and greater understanding of issues that veterans and their whānau face
Actions |
When |
Measures |
Investigate creation of formal and informal platforms for stakeholders involved with veteran rehabilitation to regularly share experiences, innovations, and good practice |
December 2019 |
The investigation phase has been completed, a proposal for a gateway developed, and discussions are under way with key stakeholders |