● Military Culture and Veteran-Specific Needs - Caregivers should receive education and training about military culture, the unique experiences and challenges faced by veterans, and the potential impact of service-related conditions such as post-traumatic stress disorder (PTSD), traumatic brain injury (TBI), or physical disabilities. This training can help caregivers better understand and empathize with the veterans they are caring for.

● Trauma-Informed Care: Veterans may have experienced traumatic events during their military service, which can influence their behavior, emotions, and overall well-being. Training in trauma-informed care equips caregivers with strategies to create a safe and supportive environment, minimize triggers, and respond compassionately to trauma- related symptoms.

● Mental Health Support: Many veterans may struggle with mental health issues such as depression, anxiety, or PTSD. Caregivers can benefit from training in recognizing signs and symptoms of mental health conditions, providing emotional support, and implementing strategies to promote psychological well-being.

● Physical Disabilities and Assistive Devices: Veterans may have physical disabilities or injuries that require specialized care. Caregivers should receive training in assisting with mobility, transfers, and the use of assistive devices such as wheelchairs, walkers, or prosthetics. This training helps ensure safe and effective assistance while promoting the veteran's independence.

● Medication Management: Veterans often have complex medication regimens. Caregivers should be trained in medication management, including proper administration, dosage tracking, potential side effects, and communication with healthcare providers. Understanding medication interactions and adherence is crucial for promoting veterans' health and well-being.

● Communication and Active Listening: Effective communication is vital in providing quality care to veterans. Caregivers should be trained in active listening techniques, understanding non-verbal cues, and adapting communication styles to meet the unique needs of each veteran. This training helps establish rapport, build trust, and enhance the caregiver-veteran relationship.

● End-of-Life and Palliative Care: Veterans nearing the end of life may require specialized care and support. Training in end-of-life care, pain management, grief counseling, and the emotional needs of veterans and their families can help caregivers provide compassionate and dignified care during this sensitive time.

1. Involve the Family - Work closely with the family or other close support persons to gather detailed information about the client's lifestyle, preferences, routines, and medical history.

2. Gradual Introduction – If needed, start with short visits to allow the client to become comfortable with the caregiver. Gradually increase the duration of care as the client becomes more accustomed to the caregiver's presence.

3. Consistent Caregivers - Try to maintain consistency with caregivers, as changing caregivers often can be confusing and stressful for individuals

4. Clear Communication - Ensure clear communication about the roles and responsibilities of caregivers. Make sure the client and their family understand what to expect.

5. Reference the Care Plan – The care plan has been developed to be focused on the client’s needs. Ensure the care plan is being referenced regularly to address a client’s medical needs, personal preferences, daily routines, cognitive challenges, and social and emotional needs.

6. Establish a Routine – Having someone come into the home can create stress and clients often do well with a predictable routine. Establish a daily schedule for meals, medication, activities, and rest.

7. Prepare for Changes - Care plans must be flexible and adapt to changing needs over time. Regularly assess the client's condition and adjust the care plan as necessary.

8. Address Emotional Needs - The transition to in-home care can be emotionally challenging for both the client and their family. Provide emotional support and reassurance throughout the process.

9. Be Patient – Caring for any client can be very challenging. Be patient with the challenges that come up and coach your caregivers to have patience. This can help both the client and the family members to remain calm during a very emotionally trying time.

Putting focus on the steps above helps to provide a client and their family members with a brand experience that exemplifies the 360 Approach. Not only are you and your caregivers ensuring high quality care is being delivered for the client but you are also focused on ensuring the family receives what they need for their peace of mind.

Invoicing Services

When it comes to invoicing for your services, the process for doing so depends on the VA program you are involved in.

VA Aid and Attendance Program

The Veteran receives the money themselves which means, in these situations, it is the family paying you. However, many of the families use Vet Assist to help with the paperwork and, when your agency is a preferred provider, Vet Assist pays you directly.

VA Homemaker Benefit

When you are approved under this program, part of attaining that contract requires you to get approved with one of two different Third-Party Administrators (Tri-West or Optum). In the resources section of this manual, you will find a map that highlights which states are connected to each administrator. The Administrator is responsible for building the preferred provider list for each VA location. Many VAs use that list to determine which agencies they are going to work with while some others go through their own vetting process.

Getting payment in this program can be more complex but there are solutions that can make it easier for you and your office staff. Qualicare franchisees with experience in working with the VA recommend a software solution called Change Healthcare. Change Healthcare is a provider of revenue and payment cycle management that connects payers, providers and patients within the US healthcare system.

Change Healthcare integrates into Wellsky, allowing you to submit invoicing electronically in Wellsky. From Wellsky, the information goes directly to Change Healthcare which then submits the information to your Third-Party Administrator who then approves the submission and pays you directly to your corporate account. Typically, it takes 7-10 days from the time of initial submission to when the money is paid in your account.