smcmurtry
commented
4 years ago There are about 658,000 veterans in Canada and about 19% are currently being served by VAC (source). So that means there are about 658,000*0.19 = 125,000 veterans already being served by VAC. That would be an upper bound on how many people are receiving case management through area offices.
Brief description of use case: VAC case workers can be assigned to RCMP and CAF veterans and releasing members, and their surviving family members. Case workers meet with the people they help at VAC area offices, and (possibly?) CAF Transition Centres. Service URL: https://www.veterans.gc.ca/eng/health-support/case-management End user: RCMP and CAF veterans and releasing members, and their survivors Number of potential end users: probably fewer than 125,000? (see comment below) Currently offering appointments: yes Where does/could the appointment fit in the service journey?: Help in applying for benefits Does the service require payment?: no Contact: Gary Graves (Slack)
Appointment channel: in person Booking channel: (mail, email, online service, phone) unknown What personal information do people need to provide to book the appointment?: (name, case number, passport, documents) unknown Appointment booking: (made in real time, requires confirmation, assigned by govt) unknown Does frontline worker do appointments for multiple services?: (yes, no) unknown What system is used to manage frontline workers time?: (outlook, custom software, paper files, etc) unknown