screen clients at all points of entry. This means that if VAC contacts clients, or clients call, write or visit for any reason at all, VAC can talk with them about other problems or changes in their life that might otherwise be overlooked;

do a needs assessment when required. This helps VAC to learn if the client has needs that are not being met. If so, VAC can work together to develop a case plan that links the client's needs with programs and services available through the Department or elsewhere;

provide clients with information about on services and benefits, who qualifies for them, and how to apply for them, as well as information about health and safety matters that may be important to them;

provide case management and coordination services when required to help clients be as independent as they would like to be, help them maximize their choices and learn how to access community resources. This results in a better quality of life for clients and their families; and

provide free legal help to clients who are not satisfied with a departmental decision about their pension or disability award.