Veteran Family Program
Guide
Updated 14 Feb 2017
*Disclaimer:
As the VFP is a pilot program, this document is subject to
regular review, refinement, and adjustments.
Page 9 of 33
Please ensure that you have the most current version of the
program guide.
Table of Contents
1.
Introduction ................................................................................................................................... 3
2.
VAC Vision ...................................................................................................................................... 4
3.
Research Overview ..................................................................................................................... 4
4.
VFP Program.................................................................................................................................. 6
4.1 Pilot MFRCs ................................................................................................................................... 6
4.1.1 Veteran Family Coordinators (VFC) .......................................................................... 9
4.1.2 VFC Role Comparisons................................................................................................. 11
4.2
Non- Pilot MFRCs................................................................................................................ 13
4.3
Family Information Line (FIL)....................................................................................... 13
4.4
CAFConnection.ca............................................................................................................... 13
5. Program Requirements................................................................................................................. 14
5.1 File Management ...................................................................................................................... 14
5.2 Statistical Reporting and Program Evaluation ............................................................. 14
5.3 Financial Reporting ................................................................................................................. 15
6. VFP Governance ............................................................................................................................... 15
7. Frequently Asked Questions (FAQ’s)....................................................................................... 18
Page 2 of 20
1. Introduction
In November 2014, the Ministers of Veterans Affairs and of National Defence issued a joint
announcement regarding a commitment of resources to bridge the gaps in services provided to
releasing Canadian Armed Forces (CAF) members and their families. Since this announcement,
Canadian Forces Morale and Welfare Services (CFMWS) and Veteran Affairs Canada (VAC) have
been working together to identify challenges and develop programming to support the difficult
transition of CAF members into civilian life, with a focus on the medical release process, which
according to the 2010 Life After Service Study is the process in which there are a higher number
of challenges. The research into these challenges reveals that approximately 1200 CAF members
are medically released each year, with an estimated 700 spouses and 840 children affected by
the transition. The Veteran Family Program (VFP) was therefore initiated and delegated to
Military Family Services (MFS) by CFMWS, to pursue research and evidence-based programs
that focus on facilitating a successful transition out of the CAF for medically releasing members
and their families and then provide the necessary support to that same veteran and their family.
The 4 yr. pilot project began 01 Oct 2015 with a total anticipated budget of $10,093,797, which
includes an additional year of funding beyond the pilot to finalize administrative commitments.
The program was launched through 3 portals of entry including, the Family Information Line
(FIL), CAFConnection.ca1, and 7 Pilot Military Family Resource Centers (MFRCs). The 7 pilot
MFRCs were selected by the Treasury Board of Canada (TB) and VAC in order to properly test
the impact and need of the services. The selection was made based on areas where medically
releasing CAF members were most likely to settle and access MFRC services, as well as areas in
which the diversity within the CAF was demonstrated (i.e. areas in which there was a balance
between elements, geographical aspects, and was representative of the population). The
following MFRCs were selected as pilot sites: Edmonton, Esquimalt, Halifax, North Bay, Shilo,
Trenton, and Valcartier. The remaining MFRCS were also provided with funding in order to
enhance existing Military Family Services Program (MFSP) services to medically releasing CAF
members and their families in preparation for medical release with a successful transition to
civilian life.
This funding will allow for the following provision of services:
 7 Pilot MFRC locations:
o Deliver specific transitional support programming for medically releasing CAF
members, medically released veterans, and families that are branded as VFP
programs and services;
o Hire a Veteran Family Coordinator to assist with the delivery of existing MFSP
services, as well as provide information and referral, advocacy, and support services;
and
o Extend regular MFSP programs and services to medically released veterans and their
families for 2 years post-release, for the duration of the pilot program.
 25 Non-Pilot MFRC locations:
o Enhance existing MFSP pre-release transition support and services to ease the
medically releasing CAF member and their families’ transition out of the military.
 CAFConnection.ca:
o Upload VFP content and information to promote and advertise the programs and
services offered by the MFRCs and FIL.
1
CAFConnection.ca replaced familyforce.ca in Jan 2017
Page 3 of 20


FIL:
o Database updates and development to enhance and extend services to medically
released veterans and their families;
o Virtual Programming;
o Provide short-term counseling, information and referral, advocacy, and support
services through the 24/7 phone or email service.
Oversight:
o Hiring a national project team to direct the pilot program.;
o Program development;
o Staff training.
2. VAC Vision
During the first year program review, VAC, MFS and the VFP Working Group had the opportunity
to reflect upon the lessons learned and adjusted the programming requirements. With VAC’s
support, the following goals and expectations are highlighted to further enhance the objectives
of the pilot moving forward in the second year of the pilot
Project Goals:
1. Enhance pre-release transition support and services to ease medically releasing CAF
member and their families’ transition out of the military in both pilot and non-pilot
locations;
2. Extend existing MFSP services to medically released veterans and their families in pilot
locations; and
3. Develop post-release services to assist medically released veterans and their families, in
pilot locations, to successfully transition into their civilian community.
Program Expectations:
1. Focus on assisting veterans and families with information and referral support;
2. Remain mindful of program areas already administered by other governmental or
community agencies in order to avoid duplication of effort;
3. Coordinate efforts with other organizations in order to develop partnerships;
4. Provide a holistic approach to family support with early engagement and community
outreach.
3. Research Overview
In preparation for the launch of the VFP, MFS conducted research into the issues facing
medically releasing CAF members as they transition out of the CAF. The research revealed that
most MFRCs are seeing an increase in the number of families requesting services to assist with
the medical release process, of which information and referral was the number one service or
support requested.
The literature review and environmental scan conducted from MFS research, recommends the
following in order to guide the development of a successful pilot for medically releasing CAF
members, released veterans, and their families:
Page 4 of 20
1. Develop resources for families and MFRCs that describe the transition process, key
timelines, and compile all services and benefits available;
2. Use existing or implement new evidence-based strategies, while simultaneously
evaluating MFRC developed programs to assess evidence of effectiveness;
3. Build on currently successful projects and tailor services using the injury recovery
trajectory
4. Develop consistent statistical reporting and analysis processes to contribute to the
overall knowledge base of CAF members and veteran families.
5. Train and evaluate clinicians in evidence based strategies
6. Understand and support community provider capacity
7. Research a wide range of Canadian military families to ensure services match the needs
of all families, not just traditional nuclear families.
Furthermore, the research also suggests that the following evidence-based strategies are
necessary to support military members and their families going through the medical release
process:
1. Educate adults and children about the impact of the illness/injury and the expected
recovery process (i.e. psychoeducation)
2. Reduce family distress and disorganization through family care management and
provision of practical and socioeconomic support (i.e. linkages to services, and referral
assistances)
3. Promote helpful and ongoing communication about the injury that incorporates
developmentally appropriate language (i.e. injury communication)
4. Encourage optimism through the development of successful problem-solving and shared
future goals (i.e. medical family therapy, individual placement and support)
The VFP pilot initiative will focus resources on easing the transition for medically released
veterans and their families, as well as preparing medically releasing CAF members for a
successful transition to civilian life. In order to ensure a successful pilot, the MFS team will
develop or enhance programs and services using the recommendations provided above.
Since the environmental scan and literature review mentioned above, a large number of studies
on the topic of military, veterans and their families continue to be ongoing in Canada. In order
to ensure that military families are not overwhelmed with requests to participate, MFS was
tasked with monitoring the research requests and ensuring that they meet Social Sciences
Research Review Board (SSRRB) approval criteria. Research requests need to be supported and
sponsored by MFS in order to receive final approval by SSRRB.
Any formalized discussions, surveys (i.e. community conversations), or information gathering for
the purpose of identifying the needs of the military community is regulated by DGMPRA and
requires pre-approval from DND. For the purpose of this pilot, any and all research will be
conducted by DGMPRA, MFS and/or VAC. It is important to note that MFRCs should not assist in
the recruitment of any kind of military families for the purpose of research, until the research
has obtained approval through the SSRRB, coordinated through the Director General Military
Personnel Research and Analysis (DGMPRA) and MFS.
Below is the link to the MFSP Research and Publication page which includes a copy of “MFS
Guidance for Research Involving Military Families”, a guide which outlines policy and procedure
guidance for research involving military families.
Page 5 of 20
https://www.cfmws.com/en/AboutUs/MFS/FamilyResearch/Pages/default.aspx
4. VFP Program
4.1 Pilot MFRCs
The Veteran Family Program pilot is managed by MFS and primarily delivered by 7 pilot MFRC
locations (Edmonton, Esquimalt, Halifax, North Bay, Shilo, Trenton, and Valcartier).
In order to achieve the goals established for this pilot, branded transition programming will be
offered at all MFRC locations with access to regular MFSP programs and services extended to
medically released veterans and their families for 2 years post release in pilot locations. The
following branded programs and services will be managed by the MFS team in partnership with
the MFRCs. Please note that as well as the programs mentioned below, pilot sites will also be
extending existing MFSP programs and services to medically released Veterans and their
families; as applicable.
Mental Health
Family Transition
Early Engagement/
Outreach
Information/
System Navigation
Family Support
Coordinated Efforts/
Referral & Partnerships
Pilot Programs
- Bounce Back
- Living Life to the
Full
- Mental Health
First Aid
- Shifting Gears
- The Way Forward
- Mental Health
First Aid
- Shifting Gears
- The Way Forward
- VFC client
outreach
- Outreach Plan
- VFP Component to
BPSO SCAN
Seminar
- IPads, offsite
resource +
program
evaluation
- FITS
- Veteran Family
Journal
- I & R services
- Community Service
Map
NON-Pilot Pre-Release Activities
- VFP Component to - FITS
BPSO SCAN
- Veteran Family
Seminar
Program Journal
- VFC pre-release
- I & R services
client outreach
- Community Service
- Outreach Plan
Map
Page 6 of 20
- COPE (TBC)
- Care for the
Caregiver
- Medically
Released Veteran
Spousal/Partner
Employment
Support
- Extended Family
Care Plan online
+ education
- FITs Service Partner
Engagement
- Establish Local
Community
Partnerships
- Partnership with FLO,
PSP, CFMWS, DND
- OSISS + Partner
Retreats
- Financial Workshops
with SISIP
- Wills/Estates
Workshop provided
by SISIP + Lawyer
- Care for the
Caregiver
- FITs Service Partner
Engagement
- Establish Local
Community
Partnerships
Mental Health
 Bounce Back (pilot):
Bounce Back® is a virtual, coach led, Canadian Mental Health Association (CMHA) program that provides tools and teaches
adults skills to help overcome early symptoms of depression and improve mental health. The virtual platform allows for
veterans and their families to access the program from anywhere.

Living Life to the Full (pilot):
Living Life to the Full compliments Bounce Back® as it offers interactive courses that will provide the participant with tools
and an understanding of their feelings, thoughts, and behaviors. Each 90 min session (x8) is moderated by a Living Life to
the Full facilitator and includes a resource book, handouts, exercises, and discussion periods.

Mental Health First Aid (pilot/non-pilot):
Evidence based program that teaches the participant how to identify, understand, and respond to signs of mental illness
and substance abuse disorders. Studies have also shown that this program helps to reduce the social stigma and distance
created by the negative attitudes and perceptions of mental illness through education. The Mental Health Commission of
Canada has made adjustment to the program to include veterans and their families. Also, VAC has offered to partner with
VFP to offer the course free of charge.
Family Transition
 Shifting Gears (pilot/non-pilot):
Shifting Gears is a transition program that assists releasing CAF members, released veterans, and families’ transition from
military to civilian life. This four session group course is interactive and covers topics such as the stages of transition,
strategies to manage changes, and family resilience and strengthening. Deliver and impact data will be captured to
evaluate the program and meet evidence based programming requirements.

The Way Forward (pilot/non-pilot):
The Way Forward2- Transitional Life Skills for Military Members and their Families is an online resource that is free to
veterans, military members, spouses and dependents, that teach soft transitional skills that will help people, adjust to
civilian life. Participants complete modules on communication, organization, goals, transitional challenges, emotions,
mental health, and resources.
Early Engagement/Outreach
 IPad(pilot):



As much of the VFC’s time is spent on the road conducting outreach or meeting with clients, the purchase of an iPad has
been authorized. This tool will allow the VFC to access client resources, content, etc. during outreach, as well as easily
conduct program evaluations.
VFP Client Outreach (pilot/non-pilot):
VFCs (pilot locations) should actively engage in outreach in their community to promote the VFP and to serve clients who
may be located in remote areas. Non-pilot locations should also engage in outreach, but focus their efforts on pre-releasing
CAF members.
Outreach Plan (pilot/non-pilot):
Each MFRC is to develop an outreach plan for their local community. The plan should include community and
governmental resources that may be of use to their medically releasing or released clients and families.
VFP Component to BPSO SCAN Seminar (pilot/non-pilot):
Discussions are underway to include an MFS/MFRC presentation at local BPSO SCAN Seminars. The presentation would
include a consistent set of slides developed by the national communication team at MFS and 1 slide for local MFRC
content. This will allow the MFRCs to discuss local programming and promote the VFP.
Information/System Navigation
 FITS (pilot/non-pilot):
The Families in Transition Session (FITS) was developed out of a need to conduct an information session for families
regarding the CAF member’s release. This session will have involvement from DND, VAC, and community partners in order
to promote the successful transition of medically releasing CAF members, medically released veterans, and their families
while using family friendly language.
2
Information on The Way Forward was collected from:
http://lakelandcollege.ca/about-lakeland/news/The-Way-Forward-program.aspx
http://www.lakelandcollege.ca/about-lakeland/news/Way-Forward-MOOC-registration-now-open.aspx
Page 7 of 20


Veteran Family Journal (pilot/non-pilot):
The Veteran Family Journal was designed as a family management resource to assist medically releasing CAF members,
medically released veterans, and families successfully navigate their release process and transition into civilian community.
It includes check lists, resources, blank spaces for personal information, timelines, and information. The journal continues
to be distributed in physical form to all MFRCs and can be accessed online at
https://www.cfmws.com/en/AboutUs/MFS/ArticleImages/Veteran%20Family%20Journal%205%20Nov%202015%20E.pdf
Information & Referral Services (pilot/non-pilot):
A database or information matrix should be maintained at each location in order to provide information and referral
services to clients. Collaboration and partnerships with community agencies are key to ensuring relevant referrals and a
smooth transition into the community.

Community Services Map (pilot/non-pilot):
A local community services matrix that lists relevant service providers’ specific to veterans should be maintained at pilot
locations. MFS will work with pilot locations assist in the development of a service matrix. This will assist all staff with
referrals as well as be a resource to veterans and their families.
Family Support
 COPE (pilot):
“COPE”3 or “Couples Overcoming PTSD Everyday” is a program that uses the power of the “group” to learn how to manage
PTSD in the home so they have more energy to work on their PTSD with their support team. It is a 2 phased program:
Phase 1 consists of 5 fays of in-house retreat gathering to learn about PTSD and skills to help battle it as a team rather than
alone. Phase 2 consists of a 6 month family coaching model that will make contact with the couple weekly to assist them in
achieving the goals they set out in Phase 1. The learning and practicing of new skills is ongoing for the couple, but Phase 2
has them doing it in their own home, where the tendency may be to revert to prior behavior and attitudes.
VFP pilot locations will be piloting the COPE program. The VFC would be responsible for meeting with the couple and
determining if they would be suitable to attend the program. If so, a referral is made by the VFC to the FLO and then
submitted to the COPE team for approval. COPE will provide the final approval for attendance in the program.

Medically Released Veteran Spousal/partner employment support (pilot):
VFCs will partner with existing national and local MFRC spousal employment programs and MFRC employment
coordinators to provide spouses of medically released veterans with information on employment services.

Extended Family Care plan online + education (pilot):
The modified Esquimalt Family Care Plan will be available as an online resource. It is designed to assist medically released
veterans and their families continue a family care plan upon/after release of the CAF. VFCs will educate medically released
veterans and their families on the importance of this tool as part of the family management plan.

Care for the Caregiver (pilot/non pilot):
MFS, VAC, and The Royal Ottawa, developed Care for the Caregiver program available at
http://caregiverresource.theroyal.ca/. This tool can be used as a resource for MFRCS and caregivers as a valuable selfdirected and online resource.
Coordinated Efforts/Referral & Partnerships
 Partnership with FLO, PSP, CFMWS, DND (pilot):
In the spirit of community partnership, VFCs are encouraged to collaborate with sister agencies, including but not limited
to, FLO, PSP, CFMWS, and DND, to create partnership opportunities in their local communities. This will ensure that there
is no duplication of effort with regards to programs and services that are similarly offered by other community service
providers.

OSISS + Partner Retreats (pilot):
Local partnership with OSISS and the VFP for retreats that are designed to assist medically releasing couple in areas such as
marriage/couples support, remaining stronger as a family, and transitioning as a family from the CAF to civilian life.
Proposals must be submitted to MFS for financial support of retreats.

Financial Workshops with SISIP (pilot):
Engaging in a partnership with SISIP to develop workshops to educate VFP clients on topics such as, investments,
3
Information on COPE was collected from: http://copecanada.com/
Page 8 of 20
budgeting, and long term planning.

Wills/Estates Workshop provided by SISIP + Lawyer (pilot):
Education and awareness workshops for CAF members, veterans, and their families on the topic of civilian wills and
estates.


FITs Service Partner Engagement (pilot/non-pilot):
Engaging service partners to participate in the FITS (see description of FITS above)
Establish Local Community Partnerships (pilot/non-pilot):
Establish local community partnerships in order to properly develop outreach plan, maintain resource matrix, and FITS
presentations.
4.1.1 Veteran Family Coordinators (VFC)
Veteran Family Coordinators (VFCs) at the 7 MFRC pilot locations have been hired to support the
implementation of the Veteran Family Program (VFP).
The VFC is an employee of the MFRC and will operate in accordance with local MFRC policies, as
well as policies and procedures set out by MFRC Board of Directors. Below are the deliverables
as well as the roles and responsibilities of the VFC throughout the pilot.
Deliverables:
1. Provide information and referral services, as well as transition support;
2. Collaborate with MFS and VAC to develop and implement nationally branded VFP
programs and services designed to assist medically released veterans and their families
with the transition out of the CAF into civilian communities;
3. Extend MFSP programs and services to medically released veterans and their families for
2 years post release;
4. Assist medically released veterans and their families navigate MFSP and other
community programs;
5. Advocate on behalf of medically released veterans and their families to address
transition barriers, gaps in service, stigma, and illness or injury impact awareness;
6. Facilitate the provision of emergency child care to support the recovery of the ill and
injured veterans;
7. Collaborate with MFS, VAC, and local civilian service providers to raise awareness,
create community partnerships, and provide interconnected services and continuity of
care;
8. Attend training, professional development, and other initiatives related to the
challenges faced by medically released veterans and their families, as approved by the
MFRC Executive Directors;
9. Participate in program and service evaluations in accordance with pilot program
standards and as directed by MFS;
10. Promote Family Information Line (FIL) and CAFConnection.ca as additional access points
of services for medically released veterans and their families; and
11. Manage personal information as defined in Section 6.0 Disclosure of Personal
Information, of Annex B- Veteran Family Pilot Initiative Agreement.
Page 9 of 20
Roles and Responsibilities:
1. Pre Release:
a) The VFC are to refer medically releasing CAF members to DND services,
including, but not limited to the following list: VAC Case Managers, CF Nurse
Case Managers, Operational Stress Injury Support Services (OSISS), Canadian
Forces Health Services (CF H Svcs), Integrated Personal Support Center (IPSC),
MFRC and Family Liaison Officer (FLO) (ongoing); and
b) As the medically releasing CAF member is still serving, the support for the family
falls within the parameters of regular MFSP programs and services. The VFC
should provide support to, and refer, families of currently serving CAF members
to regular MFRC programming with referrals to the Family Liaison Officer (FLO)
for short/long term counseling services.
2. Post Release:
a) Partnership with DND and VAC Case Manager:
i. Establish connections with VAC and CF Nurse Case Managers to ensure
the referral of families to the VFC, FLO and MFRC (ongoing); and
ii. Maintain partnership with FLO, VAC Case Managers, CF Nurse Case
Managers and local IPSCs to provide briefings, base/wing event
participation exchange of information, provide updates to programs and
services and ensure continuity of care (ongoing).
b) Contact with Family:
i. VFC are to establish connections with the medically released veteran
and their families to engage in the triage of support and determine the
specific needs and development of a family plan with community
referrals that will be most beneficial to the success of the family
transition to civilian life (ongoing);
ii. Methods of contact can be warm line calls, emails, face to face
meetings, and as last resort contact via letter (ongoing);
iii. Provide the veteran and/or family with a copy of the Veteran Family
Journal to assist with different transition phases and provide important
contact information for government and community organizations that
offer support services (ongoing);
iv. Inform family members of the different information seminars and
briefings available (ongoing); and
v. Empower and encourage families to engage in their local community in
order to establish ties that will continue their support beyond the pilot.
c) Community Partnership and Referrals:
i. Establish connection to and partnership with local community agencies,
such as Legions, child and youth programs, personal support care
agencies, and home maintenance programs, in effort to avoid
duplication of services (ongoing); and
ii. VFC provides referrals to support agencies in line with family
requirements (ongoing).
d) Workshop Delivery:
i. Coordinate with local MFRC program staff to extend existing programs
and services to medically released veterans and their families (ongoing);
and
ii. Deliver and evaluate branded VFP transitional programs and services
locally. Provide input for improvement of program (ongoing).
Page 10 of 20
e) Program Development :
i. Collaborate with the VFP Development Manager and Project
Coordinator to provide input on programs and services offered to
medically released veterans and their families (ongoing); and
ii. Collect and submit performance measurement, statistical, and financial
data to MFS as per the MOU (ongoing).
f) Outreach:
i. Define geographical area of community served and establish
connections with families (ongoing); and
ii. Connect the community with service partners and establish support
services within the family’s respective community (ongoing).
It is important to note that it is not the responsibility of the VFC to provide detailed program
information or advice offered by other agencies, nor to assist with the completion of agency
applications. Instead, the VFC will refer the CAF member, medically released veteran, and their
family to the appropriate supporting agency (i.e. VAC, Case Manager, SISSIP, etc.). If after
research into local or government organizations, the VFC is still unsure of which organization is
able to provide the appropriate level of support, they are encouraged to consult with the MFS
Veteran Family Program Development Manager.
4.1.2 VFC Role Comparisons
The collaboration between the FLO and VFC is an important part of the overall support to
medically releasing CAF members, medically released veterans, and their families. The
collaboration will also ensure that there are no gaps in program accessibility or support.
o
o
o
o
o
o
o
o
o
FLO
Crisis Counselling
Short Term Counselling & Referral
Outreach & Education
Develop & Maintain Partnerships
Program development & Promotion
Designated Assistant Disengagement
Consultation/Coaching to families &
service providers
FLO refers the families of the medically
released veteran to the VFC for
information and referral services, but can
conduct the counselling as it is an
extension of the MFSP services.
Crisis & Short Term Counselling
o
o
o
o
o
o
o
VFC
Enhance information & referral
Intervention & Prevention Services
Outreach
Employment & Education
Develop & Maintain Partnerships
Program Development & Program
Promotion
VFC works out of the MFRC and refers the
families of medically releasing CAF
members to the FLO for direct counselling
services, but can still support the CAF
member and their family with information
and referral services as they fall within the
parameters of MFSP clientele.
Primary Distinction
o Community Engagement & Outreach
o Information & Referral
Page 11 of 20
In light of DND and VAC’s vision in providing seamless transition services for medically releasing
CAF members and veterans, VFCs are encouraged to collaborate with VAC Case Managers and
the CF Nurse Case Managers for the purpose of referral and support services. The following
chart provides an overview in the different roles and responsibilities of the FLO, VFC, VAC Case
Manager, and the CF Nurse Case Manager:
FLO
o Social Work support to
medically releasing ill,
injured and families of the
fallen through the IPSC and
MFRCs.
VFC
o Information and Referral
specialists for medically
released veterans and
family members through
the MFRC (pilot locations
only) for successful
transition to civilian life.
VAC Case Manager
o Provide support through
case management and
assessment to access
eligible VAC support
programs and services
for CAF members,
veterans and their
families.
CF Nurse Case Manager
o Assist CAF members
navigate the health care
system by coordinating
care as they return to
duty or transition to
civilian life and the
provincial health care
system
o Provide or support the
development of
educational, awareness
sessions, briefings, and
resources pertaining to:
bereavement, transition;
change management; crisis
management; family
violence; impact of injury;
etc.
o Conduct intake and
provide information and
referral services to help
identify family needs and
develop family care plan,
using Veteran Family
Journal for successful
transition to civilian life;
o Conduct and obtain
comprehensive
assessment and assist in
identifying needs,
complexity and risk;
o Coordinate, discuss and
monitoring of health care
needs, health care
related activities and
benefits;
o Support/counsel family
members in crisis or
imminent crisis and/or
provide interim support
and make appropriate
referrals to relevant
community service
providers and conduct
group and individual
counselling sessions;
o Provide education and
awareness programs,
services, and resources
offered through the
MFRC;
o Determine eligibility for
case management
services.
o Coordinate any complex
medical needs;
o Tailor the entire suite of
MFSP services to respond
to the needs and assist
families in their navigation
of, and access to, relevant
programs and services;
o Facilitate and assist with
awareness sessions,
briefings, presentation,
workshops on change
management and
transition process;
o Identify and prioritize
client needs based on
issues, barriers and
strengths while
considering appropriate
strategies, resources and
best approach;
o Develop a plan describing
activities for return to
duty or transition to
civilian life and the
provincial health care
system;
o Maintain and develop
strong community
partnerships with both
o Assist in the referral to,
navigation and access to
community programs
o Develop, implement and
manage comprehensive
case plans while
o Support in developing a
transition plan and
meeting health goals;
Page 12 of 20
civilian and military
organizations;
and services (e.g. legal,
financial, family
counselling, education,
employment etc.)
consulting with internal
and external
interdisciplinary team
members;
o Collaborate on the
coordination and provision
of general information
briefs for chain of
command, CAF personnel,
and CAF communities
o Develop and maintain
strong community
partnerships with civilian
and military
organizations and
stakeholders in order to
provide comprehensive
support and avoid
duplication of effort;
o Monitor and evaluate
case plan interventions
to determine new or
additional assessment
info requirements to
effectively meet the need
of the client;
o Be a member of the
Designated Assistant (DA)
Disengagement Team.
o Collaborate with DND,
VAC and other civilian
providers to raise
awareness, enable
access, create
partnerships,
interconnected services,
and continuity of care.
o Provide casualty support
services and case
management services
while ensuring
continuum through CF
and VAC transition
services.
o Collaborate with VAC
Case Managers to ensure
continuity of services;
4.2 Non- Pilot MFRCs
As a secondary support to the VFP pilot initiative, non-pilot MFRCs in Canada play an important
part in the delivery of the VFP. In an effort to ease the challenges faced by medically releasing
CAF members and their families as they transition out of the military, non-pilot MFRCs provide
enhanced MFSP programs and services in support of the pre-release transition phase as well as
provide the branded VFP programs identified in section 4.1 under “Non-Pilot”. Advertising for
the VFP will continue to be done through the non-pilot sites in order to inform medically
releasing CAF members, medically released veterans, and their families of the services available
in pilot locations.
4.3 Family Information Line (FIL)
The second portal of entry for the VFP is FIL. FIL provides 24/7 supportive counselling,
information and referral services to CAF communities nationally and internationally. As such the
FIL is able to connect regular force CAF members, reservists, veterans, and families with a
multitude of national and local resources free of charge. Below is the contact information for
FIL
1-800-866-4546 (North America)
00-800-771-17722 (International)
1-613-995-5234 (Collect calls)
Email: [email protected]
4.4 CAFConnection.ca
Formerly known as FamilyForce.ca, CAFConnection.ca is the final portal of entry for the VFP.
This website acts as online portal for all programs and services available to the CAF community,
Page 13 of 20
including the VFP. This online resource is available 24/7 to all members of the CAF, veterans and
their families.
5. Program Requirements
In preparation for the launch of the VFP, an MOU was created to outline the roles and
responsibilities of both CFMWS and VAC, as well as provide governance, guiding principles, and
mutually predetermined specifications as it pertains to the development and launch of the trial
initiative. After the first year, VAC conducted a Year 1 review that assessed the pilot and its
uptake, suitability, gaps and overlap. Continual monitoring of the pilot program and its progress
remains an important part of the process. These areas of monitoring are the primary
responsibility of the VFC however; MFRC structure differs between locations and may require
delegation or collaboration from other MFRC coordinators or staff.
1. File Management;
2. Statistical Reporting and Program Evaluation; and
3. Financial Reporting;
5.1 File Management
In order to satisfy the reporting requirements established in the MOU, personal information will
need to be collected during the initial assessment/intake of the medically releasing CAF
member, medically released veteran, and their family. A sample intake form can be found at
the link below:
https://www.cfmws.com/en/AboutUs/MFS/Pages/Veteran%20Family%20Program.aspx
If MFRCs require adjustments to the sample intake form to accommodate local requirements,
please consult with MFS staff before making any changes to ensure changes meet MOU
requirements.
Please note that all personal information collected, used, disclosed, retained or destroyed needs
to comply with the Government of Canada Privacy Act, Provincial Privacy Law, Provincial
Personal Information Protection Act and MFS Privacy Code.
5.2 Statistical Reporting and Program Evaluation
Statistical reporting is an important tool to measure, inform and define the performance and
progress of the pilot project. Monthly reports need to be submitted to MFS from all 7 pilot
MFRC locations, as well as any non-pilot location accessing VFP funds. The due date for these
reports is the second Friday of the following month, i.e. January 2017 stats are due 10 February
2017.
The updated statistical guidance document and data dictionary can be found at the link below:
https://www.cfmws.com/en/AboutUs/MFS/Pages/Veteran%20Family%20Program.aspx
Page 14 of 20
Program evaluation is also a necessary part of the statistical data collection for the VFP as it
helps MFS and the MFRCs understand whether the programs and services offered to medically
released veterans and their families meet the needs and expectations of the participants.
A sample program evaluation form can be found at the link below:
https://www.cfmws.com/en/AboutUs/MFS/Pages/Veteran%20Family%20Program.aspx.
This template supports the reporting requirements outlined in the MOU however, MFRCs are
encouraged to report any additional information that reflects their support to the pilot and
medically released veterans and their families.
5.3 Financial Reporting
As the sole source of funding for the VFP, VAC has requested financial data collection for the
pilot project in order to monitor expenses and understand spending requirements. Reports
must be submitted monthly for pilot locations and quarterly for non-pilot locations. The
deadline for the reports is the 15th of the month or the Friday prior. Financial reports are sent to:
[email protected].
Deadlines, templates, instructions, and reporting category definitions are updated regularly and
can be found on the CFMWS website and at the link below:
https://www.cfmws.com/en/AboutUs/MFS/Pages/Veteran%20Family%20Program.aspx
6. VFP Governance
The MOU signed by VAC and CFMWS defines the program requirements and expectations for
the 4 year pilot project, as well as highlights the responsibilities of each entity involved in the
delivery of the pilot program. Below, highlights some of the key responsibilities between the
VAC and CFMWS. For a complete list please reference the MOU.
o
o
o
o
VAC
Transfer of agreed upon
funds to CFMWS
Inform the development of
MFSP programming to
address the needs of the
medically released veteran
and their families
Inform the development of
content for
CAFConnection.ca and FIL
Prepare and deliver VAC
related content for the
training of VAC, CFMWS
and MFRC staff at CFMWS
coordinated training
events
o
o
o
o
o
o
MOU
Shared Responsibilities:
Identify specific
tailoring requirements
to current
programming
Identify modifications/
improvements to
CAFConnection.ca
Identify any
modifications/
improvements to FIL
Review program
changes to MFRCs, FIL,
CAFConnection.ca
Determine and
implement joint
o
o
o
o
o
o
o
o
Page 15 of 20
CFMWS/MFS
Lead the implementation of the MFSP trial initiative
extension for medically released veterans and their
families
Create and implement program and resource materials
for medically releasing CAF members and their families
Prepare performance measurement matrix and submit
quarterly/annual statistical & financial reports to VAC
Ensure access to FIL and CAFConnection.ca and
augment current agreements with pilot MFRCs for
services 2 yrs. post release
Prepare and deliver training to VAC, CFMWS, and
MFRC staff at coordinated training events
Hire staff for the trial initiative
Amend MFSP policies, business processes, forms,
guidelines and manuals to reflect new access eligibility.
Bear all responsibility for the selection, development
o
Report on public fund
expenditures and evaluate
if the trial provides value
for money
o
communication
approach
Prepare performance
measurement matrix
and delivery of predetermined services to medically
released veterans and their families. The method of
providing this service, as well as any information
created, collected, used, maintained or developed
during the delivery of this service solely be the
responsibility of CFMWS.
The authority for the development, management, and delivery of the VFP has been delegated
from CFMWS to MFS and their team of program and project managers. In order to receive
assistance with the development of the program, accountability framework, and standards of
practice for the VFP, a working group was created. The working group is made up of 1
representative from each of the pilot locations, 5 representatives from non-pilot locations, and
support from MFS. Their authority is limited to input, creation, review and feedback on program
material and content. The following is a depiction of the organizational chart for the VFP.
VAC
MFS/ Program Managers
FIL/ CAFConnection.ca
CFMWS
Working Group
7 Pilot MFRC Locations
Executive Directors
25 Non-Pilot MFRC Locations
Executive Directors
Veteran Family
Coordinators
Page 16 of 20
In the event that there are any disputes resulting from the partnerships agreements developed
for this pilot, local resolution should be the priority. Participants may request that MFS provide
professional and technical advice. Unresolved issues should be brought to the attention of MFS
for final resolution. The following chart depicts the proper procedure for conflict resolution:
Local
discussion
between ED
and MFS
Engage in Formal
Conflict Resolution
Process
Not
Resolved
Issue
Identified
Not
Resolved
ED and MFS develop
a series of options to
achieve resolution
Step 1: ED and MFS
meet with DRC for
mediation
Not Resolved
Step 2: Local Engage
National (CFMWS and
MFS) to initiate
resolution process for
mediation
Resolved
Resolved
Not Resolved
MFS / CFMWS to
implement
solution
Page 17 of 20
Resolved
Resolved
7. Frequently Asked Questions (FAQ’s)
Below is a list of frequently asked questions about the VFP:
1. What is the Veteran Family Program (VFP) pilot project?
The Government of Canada, in partnership with Veterans Affairs Canada (VAC), has
invested in a 4 year pilot project to provide medically released veterans and their families
with added support as they transition into their civilian community. The VFP will provide
access to Military Family Services Program (MFSP) programs and services, through 7 pilot
MFRCs, to medically released veterans and their families for 2 years post release. The pilot
MFRCs will also offer VFP branded transitional programs. The extension of MFSP services
will also include support from Family Information Line (FIL) and www.CAFConnection.ca.
Furthermore, a new position “Veteran Family Coordinator” (VFC) has been established at
the 7 pilot MFRC locations in order to facilitate the development of the branded programs
and facilitate the extension on MFSP programs and services.
2. What is the MFSP?
The Military Family Services Program (MFSP) is the Canadian Armed Forces community
based support program. It delivers consistent and coordinated national services for
families, as well as a framework in which families can access community based services
through the Military Family Resource Centres (MFRCs).
3. What is the extension of the MFSP to medically released veterans and their families?
On 1 October 2015 and under the VFP, access to the local MFRC MFSP programs and
services were extended to medically released veterans and their families for 2 years post
release, in 7 pilot locations across Canada. Access to FIL, and CAFConnection.ca were also
extended to veterans and their families.
4. Who is eligible to access the extension of the MFSP?
Eligibility is extended to all medically released veterans and their family, including spouse,
children, parents, and/or other dependent relatives, living in one of the 7 pilot locations.
Although the pilot began 1 October 2015, access to the pilot program will be open to all
CAF members who medically released as of 30 November 2014.
5. Why is it a pilot?
In order to test the requirement and impact of extending MFSP access to medically
released veterans and their families, VAC has committed funding on a trial basis.
Throughout this time, file management, statistical and financial reporting, as well as
program evaluations will be conducted in order to monitor the progress of the program and
determine whether there is a need for the continuation of the VFP.
6. Why is the MFRC portion only available in 7 sites?
As part of the pilot evaluation, Treasury Board selected 7 different communities where
medically-releasing CAF members were likely to settle and access MFRC services. There was
also a focus on locations that represented the diversity within the CAF, more specifically
communities in which there was a balance between Army, Navy, Air Force, and Reserve
Force, and that was representative of the geographical landscape and population.
Page 18 of 20
The following 7 locations will be pilot sites for the VFP: Edmonton, Esquimalt, Halifax, North
Bay, Shilo, Trenton, and Valcartier.
7. Why is this pilot only for medically released veterans and not all veterans?
A 2010 Life after Service Study revealed that medically releasing CAF members often face
the greatest challenges during their transition out of uniform. The VFP pilot focuses on the
impact of the programming on the transition process of medically releasing CAF members
and medically released veterans, and whether it would be beneficial to extend all services
to all veterans and their families or if it should remain specific for the medically released
population.
8. What if the family is not living in the same location as the medically released veteran?
a) Prior to release- the family can access services at the local MFRC in their community,
even if they are not living in the same area as the member.
b) Post release- the local MFRC is able to provide branded VFP programming, as well as
extend MFSP services to the medically released veteran and their family, if they are
located in a pilot location.
o If the family does not live in the same area as the medically released veteran,
branded VFP programming and the extension of MFSP services can be provided for
the family if they are living in a pilot location.
o If the family is living in a non-pilot location, the VFP branded programs identified in
section 4.1 under “Non-Pilot” may be available, but not the extension of MFSP
services. Support to veterans living in non-pilot locations is at the discretion of the
local MFRC.
9.
What if the family moves to another community prior to the 2-year eligibility being
over?
a) Prior to release- the family can access services at the MFRC in their community.
b) Post releaseo If the medically released veteran and family move to another pilot location,
services and support would be transferred to their local MFRC.
o If they move to a non-pilot location, the originating MFRC can provide virtual
services and support as available. Support to veterans living in non-pilot
locations is at the discretion of the local MFRC.
10. Where can veterans and their families share their concerns if they are not eligible to
participate in the pilot project?
All concerns or complaints regarding ineligibility or limited access to the VFP can be
directed to the FIL. FIL will manage all of the feedback and forward to MFS for action.
11. Will medically released veterans and their families have access to MFRCs programming
in locations other than the 7 selected pilot sites?
All non-pilot MFRCs have access to VFP funds that can be used to enhance information
and referral services for medically releasing CAF members and their families preparing to
transition out of the CAF. Unfortunately, the financial support does not extend past the
date of release for non-pilot sites.
12. As a non-pilot MFRC, who am I responsible for supporting under this pilot?
Page 19 of 20
MFS has provided non-pilot MFRCs with financial support to enhance existing MFSP
programs and services. These funds are specific to the support of medically releasing CAF
members and their families as they transition from military to civilian life.
13. What happens to the support for the medically releasing CAF member in a non-pilot
location once they have been officially released?
Under the current MFSP policy, veterans outside of the pilot project are no longer eligible
to access MFRC programs and services. That being said, many MFRCs have amended their
by-laws to include support to veteran and their families with the programs and services
funded through a different financial resource. Program availability for veterans can be
confirmed at the local MFRC.
14. Where can the VFC go to find templates, documents, etc. on the VFP?
Many of the templates, documents, etc. can be found on the CFMWS website identified
below. For missing or difficult to locate resources on the website, please contact the MFS
project team for more information.
https://www.cfmws.com/en/AboutUs/MFS/Pages/Veteran%20Family%20Program.aspx
15. Where can I find a copy of the Glossary of Acronyms and the Lexicon?
Glossary of Acronyms:
https://www.cafconnection.ca/getmedia/38a8e411-e6cb-4d52-94f633ebeb837aa1/Glossary-of-Acronyms.aspx
Page 20 of 20