1. Service Officer
Training

2. Introduction Lori Castle Command Service Officer BC/Yukon Mainland
(604)
Rick Sanders
BC/Yukon Island
(250)

3. Roles and Responsibilities
Branch Service Officer (BSO):
Acts as a referral agent to CSO for Disability Claims
Is responsible for preliminary client screening, counseling, and intake
Investigates Poppy Fund Applications and recommends grants
Referral agent to other organizations according to Veteran’s needs
Command Service Officer (CSO):
Represents clients with Disability Claims to Veterans Affairs Canada (VAC)
Prepares Disability Claim Applications for submission to VAC
Investigates Poppy Fund Applications at the Command level

4. What Should a Branch Service Officer Know?
Be able to explain basic difference between the Pension Act and New Veterans Charter
Understand the VAC Disability Claim process and criteria
Know how to properly complete a Legion Claim Form
Have basic Knowledge of Legion Programs, VAC Programs, and Public Programs along with eligibility requirements
Know how to process Poppy Fund requests

5. Pension Act and New Veterans Charter:
Vital Differences
Difference in Eligibility
Pension Act
VS.
New Veterans Charter
Service in WWII or Korea or RCMP
Any other Service
There are two main differences between the PA and the NVC that you need to understand:
The PA only applies to WWII and Korean War veterans (also RCMP), while the NVC applies to everyone else.
The PA pays out a monthly pension while the NVC delivers a lump sum as well as access to other benefits.
Note: If a PA veteran wishes to make a claim, forward LCF and ID to me ASAP. When I register the claim will affect the service standard start date, and may affect how much money the Vet gets in the event of a favourable decision.
Difference in Compensation Type
Pension Act
VS.
New Veterans Charter

6. The Four Ds of Disability Claims
VAC Disability Claim Criteria
The Four Ds of Disability Claims
In order for a claim to be successful, an injury must be:
Directly Related to Military Service
Disabling
Diagnosable
Documented
Without all four of these prerequisites, a disability claim will almost certainly be unsuccessful.
Documentation is the only exception. In some cases, witness statements can be compiled and used as evidence where no documentation exists. Further to this: In some cases no traumatic injury is present. If a diagnosis of Osteoarthrits is obtained and the member had a long career (10 + years), it may be possible to argue Cumulative Joint Trauma.

7. Disability Process

8. Step 1: Client Counseling and Intake
The first step in the Disability Process happens at the Branch level:
A Veteran contacts their local Branch Service Officer
The Service Officer listens to the Veteran’s story, identifies their needs, and determines if there are grounds for filing a Disability Claim

9. Step 2: Legion Claim Form
This form formally allows the Command Service Officer to represent a client to VAC. Without it, a Service Officer has no authority to act on their behalf.
It must be signed twice to be considered valid: in sections A or B, and D
It should give the Command Service officer an idea of what condition the client wants to claim and if the claim is a First Application or an appeal.
At least one piece of government issue photo ID must be included with the Legion Claim Form

10. Section B is for one-time authority
Section A gives authority for an unlimited time period
Section C allows case to be used as a precedent

11. Condition is identified as First Application
Section 8 is reserved for conditions, not benefits.
Each condition is briefly stated and numbered
This claim is indicated as a Departmental Review
Section D MUST be signed

12. Photo ID
Note: If claim falls under PA, then photo ID of spouse is also required

13. Disability Process
VAC will create a profile for the client on CSDN and make the client’s Health Records available to CSO
CSO flags important details in Heath Records, and sends the required forms to Client
The CSO registers claim with VAC
CSO vets paperwork, writes a cover letter and submits to VAC
Client completes paperwork and sends it back to CSO
VAC Adjudicates claim

14. Appeals

15. Veterans Ombudsman
Complaints against VAC should be directed to the office of
Mr. Guy Parent, the Veterans Ombudsman.
Ombudsman Hotline:
More info at:

16. Questions?

17. Programs and Access

18. Programs and Access
Sadly, the Legion does not have the resources to assist every Veteran who comes through our door.
A very large part of the Service Officer’s job (at any level) is having an awareness of available programs through other organizations and their requirements.
We must be effective referral agents in order to help our Vets properly.

19. VAC Programs and Eligibility
VAC has many different programs that target many different kinds of veterans. Eligibility varies between programs, but the most popular are:
Vocational Rehab/ Earnings Loss Benefit (ELB)
Veterans Independence Program (VIP)
War Veterans Allowance (WVA)
Last Post Fund (LPF)
Attendance Allowance

20. Vocational Rehab/Earnings Loss Benefit
Vocational Rehabilitation. Vocational professionals will work with you to help transfer your skills and education to build a rewarding civilian career. Vocational rehabilitation or vocational assistance may include:
1. help to identify a suitable job;
2. career finding services (such as résumé writing and interview skills);
3. financial support for training and related costs (such as tuition and books).

21. Vocational Rehab/Earnings Loss Benefit
While undergoing Vocational Rehab, a Veteran may be eligible for…
Earnings Loss Benefit (ELB)
The Earnings Loss Benefit is a taxable, monthly benefit that ensures a Veteran’s total income will be at least 90% of their gross pre-release military salary. A minimum of $44,496  per year.
Note: If the Veteran is deemed to be unable to return to work, ELB can be extended to age 65.

22. Veterans Independence Program
Veterans receive financial assistance in procuring services such as grounds maintenance; housekeeping; personal care; access to nutrition; health and support services provided by a health professional

23. Veterans Independence Program
Eligibility (one or more of the following):
Disability Pension or Award **
In receipt of POW Compensation
Eligible but unable to access Long-Term Care
A low-income (GIS) or disabled (DTC) survivor of an eligible veteran
The eligibility guidelines are just that: guidelines. Just because a veteran meets one of these criteria does not automatically entitle them to VIP, but it might be a good idea for them to apply.
The most fool-proof way to qualify for VIP is to have won a Disability Pension or Award. Often, but not always, the condition that a veteran is pensioned for must obstruct a Veteran’s ability to care for themselves in some way in order for the veteran to qualify, though there is the frail-pensioner clause.

24. War Veteran’s Allowance
A monthly allowance to War-Veterans to ensure a minimum standard of income.
Available only to low-income Veterans of WWII and Korea and their survivors
Provides funds to a predetermined maximum
The rate of pay is not the sum of money that a vet will receive. VAC will take into account a veteran’s income and top up the amount to these maximums. Only veterans making less than the amount shown may receive funds.
Apply directly to VAC.
Maximum per month
Single
Married
Each additional dependent child
$1,559.45
$2,324.01
$247.33

25. Last Post Fund
Provides Funds to ensure Veterans may receive a dignified funeral
Eligibility is primarily based on means
If a Veteran dies of a service-related condition, burial may be offered without means test
Apply directly to LPF
The financial benchmark for the means-test is rather low. This can be a difficult program to qualify for, however, it is usually in the best interest of the estate to contact that Last Post Fund to inquire directly. In general, it is better to inquire and be turned down than to fail to inquire at all. A burial as a matter-of-right is the only way to avoid a means test.
Matter-of-Right When a Veteran’s death is related to military service due to a condition for which Veterans Affairs Canada provided a disability benefit, assistance may be granted as a matter-of-right (no means testing needs to be performed). This must be determined by a medical authority from Veterans Affairs Canada.

26. Attendance Allowance
Provides funds to provide home-care for Veterans who require assistance with tasks of daily living
Eligibility criteria:
Be awarded a Disability Pension of 1% or more or Prisoner of War compensation;
Be totally disabled by reason of military service or not;
Be "in need of attendance“, defined as the need for assistance or supervision of another individual with feeding, bathing, dressing, toileting, mobility or medication administration.

27. Long Term Care There are two types of Long Term Care:
Community beds are in community facilities with beds that provide nursing home care to Veterans as well as other provincial residents.
Contract beds are in community facilities that have beds designated for priority access for eligible Veterans (such as George Derby).
*Referral is the responsibility of Provincial Health Authorities

28. Legion Programs

29. Legion Programs
The Legion provides funds to various organizations that offer programs to our Veterans. Some of the most popular include:
The Veterans Transition Program (VTP)
The BCIT Legion Military Skills Conversion Program
Winch House
Cockrell House
Service Dogs

30. Veterans Transition Program
Free, guided group therapy designed to create a peer support network and help a Veteran make the mental transition from military to civilian life.
Sessions take place in a completely confidential environment facilitated by clinicians and paraprofessionals, focusing on the transition process, the effects of trauma on the person, building skills for self-regulation, communication skills, and completing “unfinished business”.
More info at
Command Service Officer makes referral

31. BCIT Legion Skills Conversion
Program designed to acknowledge the skills and education acquired during military service
Focused on allowing faster completion of a degree, learning job hunting skills, and encouraging entrepreneurship
Apply directly to program at BCIT
More info at

32. The “Houses” Both are FREE to the Veteran! Winch House:
Provides a place for Veterans and family to live on a short term basis for emergency medical care
Run by New Chelsea Society
Based in Vancouver
Referrals by Command Service Officer
Cockrell House:
Provides transitional, safe housing with health & social services for homeless ex-military personnel who require assistance integrating back into society
Based on Vancouver Island
Referrals by Command Service Officer
Both are FREE to the Veteran!

33. Honour House
A home-away-from-home for Veterans, first-responders and their families while receiving medical treatment in the Greater Vancouver Area.
Located in New Westminster, BC
More info at:

34. Service Dogs
Since 2015, the Legion Foundation, though the generous support of our branches, has provided Vancouver Island Compassion Dogs with over $120,000. This has lead to the placement of 12 Service Dogs with Veterans suffering from PTSD.

35. Questions?

36. The Poppy Fund

37. Benevolent Assistance
Most common interaction between Service Officer and the Poppy Fund
Given to Veterans who have honorably served and their dependents who are in financial need
Generally handled at the Branch level
Is governed by Common Sense
RCMP are eligible as well.

38. Benevolent Assistance
General Requirements:
Financial Need—can be confirmed through your knowledge of the person, or through the Benevolent Assistance form.
Proof of Service—You must have a copy of something that proves that the applicant served.
A Quote—Avoid giving cash to a Veteran. Make cheques payable to company listed on quote.

39. Benevolent Assistance
Related Forms Include:
Poppy Fund Request for Assistance
Benevolent Fund Application

40. Poppy Fund Request for Assistance Form
This form is very simple
It is the main form of intra-Branch communication relating to the Poppy Fund
It is also used to request assistance from BC/Yukon Command

41. This section is for the applicant’s info
This section should contain the following info: What the assistance will be used for, the cost, and how much the Branch can contribute

42. Benevolent Assistance Process
If More info Reqr’d
BSO Makes contact with Veteran
BSO establishes eligibility for the Poppy Fund
Veteran fills out Benevolent Fund Application Form and provides substantiating Documents
Cheque—made payable to company indicated on quote—Is given to Veteran
BSO recommends application to Branch Execs, who sign off on an Poppy Fund Request form and draft a cheque/ voucher
BSO determines merits of application, and decides whether to support or not
Note: There is no need to vote on a motion to give assistance to the Veteran or dependent. All that is needed is a signature from the Branch Treasurer and another Exec (often the President or Vice)
If No
Veteran is informed that their application has been denied and why

43. Benevolent Assistance
If there is a need to ask Command for assistance, the following are required:
Proof of Service
Completed Benevolent Fund Application
Proof of financial need
Quote of good or service
Substantiating documents
Note: The procedure is the same at all levels.

44. Benevolent Fund Application Form
This form is longer and more complex
It should be filled out if the sum of money requested is large, and/or the applicant’s financial situation is unknown
It should be accompanied by substantiating documents (ex: tax assessments, mortgage/rent agreements, proof of income, etc.)

45. Pay attention to the assets listed.
This section should contain a description of the problem, and solution sought

46. Debt is listed here.
Common Sense Applies! Take every aspect of situation into account.
Common sense applies: Ask for substantiation if costs seem unrealistic
This section allows you to judge financial need at a glance.

47. Questions?

48. Thank You!