In many situations, effective communication from VAC to its clients makes the difference between a Veteran getting the help they need or falling between the cracks. The latter was the case of a Second World War Veteran and his son who contacted the OVO.
Featured Cases
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A little home adaptation can go a long way, especially when it improves a senior citizen’s quality of life. For many, the ability to remain safe at home means everything to their independence.
A Korean War Veteran and his family were in the midst of adapting his home when they reached out to the OVO with concerns. The Veteran had applied to build a wheelchair accessible shower in his basement as a treatment benefit through the Program of Choice for special equipment (POC13). VAC denied the funding.
Those who rely on medication to keep health issues in check understand how vital daily treatment is. Treatment can also be costly if an individual does not have the appropriate coverage.
For one Veteran who contacted our office, medication and coverage were at the center of their worries.
The Veteran suffered from an uncomfortable condition that causes areas of the body to go numb and feel cold in response to cold temperatures or emotional stress. Over time, the condition can cause small arteries to thicken slightly, further limiting blood flow.
A Veteran battling anxiety needed a doctor to complete a questionnaire for a totally and permanently incapacitated (TPI) Earning Capacity Assessment, but after moving to a new city, the Veteran had a hard time finding a doctor. The Veteran tried to contact their case manager many times to discuss the situation, but there was a breakdown in communication. When the Veteran contacted my Office, we investigated and discovered that it had been a while since the Veteran was last contacted. After speaking to the Department, the Veteran was finally contacted and satisfied with the outcome.
A Veteran had been paying child support for two years. Originally denied Dependent Benefits by VAC, the Veteran was finally approved but only compensated for one of the two years. After several attempts to resolve the issue, the Veteran contacted my Office. We were able to tell the Veteran which documents were missing from his file, and we were able to contact Ancillary Benefits and resolve the issue. The Veteran was retroactively compensated.
When a Veteran was admitted to a long term care facility, the Veteran’s family had no idea that VAC covered these costs. They applied for a retroactive reimbursement, back to the date the Veteran was admitted, but the request was denied. After attempting a second level appeal, they contacted my Office for help. What we discovered is that to be eligible for Long-Term Care reimbursements, Veterans are expected to contact VAC the moment their needs change and before being admitted to a long term care facility, unless it’s an emergency.
A Veteran was rushed to the hospital after falling at home. While there, worsening dementia combined with limited mobility made it impossible for the Veteran to return home. A few years earlier, the Veteran requested a bed in one of three facilities with beds reserved for Veterans, but somehow, there was still a six-month wait. Frustrated, the Veteran’s daughter contacted my Office for help. My Office contacted VAC, and we were able to get the Veteran’s request approved, and shortly after, the Veteran was given a bed.
An elderly Veteran requested an early hearing aid replacement, and it was denied despite providing to VAC a new audiogram and a letter from an audiologist explaining why new hearing aids were needed. Due to the Veteran’s age, requesting an appeal was challenging. The Veteran contacted my Office for help saying, “I cannot hear properly, and it’s affecting my quality of life, my social interactions and my safety.”
A Veteran with a VIP Grant contribution passed away, so the spouse moved in with their daughter. The spouse immediately informed VAC of the new living arrangement, and later sent several other letters to VAC informing them that the grounds of the new home no longer required assisted maintenance. VAC, however, continued to issue payments for several years.
A Veteran with a service-related health condition needed life-saving treatments that were not available in Canada, so his specialist recommended treatment in the USA. The Veteran followed all of the required procedures for pre-approved Health Related Travel but he was still being shuffled between various VAC offices. With only one business day before his departure date and several costly trips ahead, the Veteran still did not have a decision, so he contacted my office for help.