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Transitional Welfare Requirements Protocol Between Single Service Welfare Providers (SSWP) and the Veterans Welfare Service (VWS)

BACKGROUND

1. This Protocol recognises that both the Single Service Welfare Providers (SSWP) and the Veterans Welfare Service (VWS) have an important role to play in the provision and co-ordination of welfare support for those with a presenting welfare need.
2. The main role of the VWS is to give advice, guidance and practical help to people who are in the process of claiming under the War Pensions Scheme or the Armed Forces Compensation Scheme; including War Widows/ers.  It will also assist with any welfare related problem the veteran, their family or dependants may have.  The problem does not have to be directly related to disablement or service in HM Armed Forces.
3. SSWP are the main providers of welfare support to the tri-Service with a network of teams primarily across the UK and British Forces Germany, providing Personal and Community Support. 
4. Both SSWP and VWS provide support on any welfare issue, both pre and post service respectively to the serving person and to their family.
5. SSWP and VWS will work together, wherever appropriate, in order to provide the best possible welfare support to the in-Service and veteran community wherever and whenever needed.
6. The nature of welfare support is such that there will be some overlap from time to time between the work of SSWP and VWS.  However, neither SSWP nor VWS want to take over each other’s role.  The intention is to work together, utilising the expertise of both services, to ensure a seamless welfare service to the client.  
7. The purpose of this Protocol is to define how SSWP and VWS can work together effectively to optimise the welfare support provided to the in-Service and veteran community.
8. A separate Seriously Injured Leavers Protocol has been developed, a copy of which is at http://www.veterans-uk.info/welfare/protocol.html.  Where the conditions of the SIL Protocol are met, the Welfare 11 processes must take precedence over the Transitional Welfare Requirements referral arrangements outlined below.
   

WORKING TOGETHER 

1. SSWP and VWS will work together to ensure that Service Personnel, veterans and their families receive the best possible welfare support and in particular that the transition from in-Service to aftercare support is achieved in a smooth, orderly and co-operative way. To that end SSWP and VWS will:

1. Positively promote each other’s service to individuals and outside agencies. 
2. Be flexible over the borders and boundaries of any particular case to the benefit of the service/veteran user. 
3. At a local level assist each other in any appropriate way.
4. Build on the current good practice that currently exists between the organisations. 

5. Provide administrative local support where practicable and sensible. 

REFERRALS

1. Referrals between SSWP and VWS will be made on either a TWR 1 or a TWR 2.  The forms are similar in format, the differential is as follows:

TWR 1 – Transitional Welfare Requirements referral proforma; for use by Single Service Specialist Welfare Providers i.e AWS, NPFS/RMW etc.
TWR 2 - Transitional Welfare Requirements referral proforma for use by Single Service  Welfare Providers i.e UWO (Army), MCTC (tri-Service), OCPMS (RAF) and Recovery Cell/Command (Royal Navy and Marines).
N.B – MCTC should make referrals directly to VWS using the TWR 2.  MCTC should send a copy to the SSWP Specialist i.e AWS, only if the Specialist Welfare Provider has been/or needs to be, involved in the case. 

1. Referrals must be made with the agreement from the Service person, prior to releasing information to VWS, when the SSWP believes the VWS is able to provide a more appropriate service or can complement that already being provided.
2. Referrals should be made at the earliest relevant time, to increase the opportunity for a smooth, well-planned transition.  Ideally, referrals should be made  8 weeks prior to discharge or immediately when discharge is decided, if that date is later. 
3. SSWP are to make the referral to the VWS Support Office using the TWR 1 or TWR 2 (full address is available on the form or alternatively please phone VWS Support on 01253 333641 for a form).

Referrals could be made for any type of discharge including Administrative, Medical or on normal discharge.  If Service Personnel are discharged to a HM Prison with a presenting welfare need, a TWR referral must be sent to VWS, with a copy to the Single Service Specialist Welfare Provider i.e AWS or appropriate.
SSWP will refer a case to VWS when:
a.         The Service person or a family member has an enduring welfare need which will continue beyond discharge and
b.         The Service person has given their consent.

1. Three weeks prior to discharge or immediately discharge is decided, if that date is later.  Following receipt of the TWR 1 or TWR 2, the VWS Support Office will immediately allocate the case to an appropriate VWS Welfare Manager (VWS WM).  The VWS WM should then contact the referring SSWP by telephone, to introduce themselves and discuss mutually lines of responsibility, the case history, action taken to date and to devise a package of care to address the Service person’s needs.
2. At the point of referral, overall case responsibility remains with the SSWP until their withdrawal is jointly agreed with VWS following resolution of in-Service issues.  
3. If the Service person withholds consent for the referral, the SSWP, or the local VWS Welfare Manager (VWS WM) will record this in the case file.  They will advise the Service person how contact with SSWP/VWS may be made in the future.
4. In the majority of cases, referrals will be made from SSWP to VWS rather than vice versa.  There may be circumstances where VWS are approached erroneously by a serving serviceperson or where service related issues are alleged to be outstanding, post discharge.  If this occurs, VWS should contact VWS Support Office for the appropriate SSWP contact details
5. Protocols exist between SSWP and various Service charities which support both Service personnel and veterans.  The default position for a SSWP is that they will (with the Service person’s consent) make a referral to VWS in preparation for the Service person’s discharge.  They should not make referrals to other agencies at the same time, unless there is a request by the serving Service person or there is an immediate requirement identified.  As central welfare co-ordinators, the VWS will refer on to or engage other organisations (e.g. Combat Stress, BLESMA, SSAFA-FH etc) as appropriate under existing protocols/procedures.
6. Where a charity, or other source of support, is already engaged prior to discharge, they should be identified on the referral form and their continued involvement encouraged.

REFERRAL PROCESS

1. Completed referrals will be sent by post, using the usual organisational procedures for safeguarding personal information.  For both SSWP and VWS this is the use of double envelopes and recorded delivery. 
2. The TWR1 or TWR2 referral proformas at Form 1 and Form 2 are to be used.
3. Referrals from SSWP to VWS will be submitted in writing to the VWS Support Office at Norcross, who will facilitate contact with the relevant local VWS WM.  Contact details for the Support Office are: VWS Support Office, Room 6124, Tomlinson House, Norcross, Blackpool, Lancs, FY5 3WP. They can be contacted on 01253 333641.
4. Referrals from VWS to SSWP may be made to SSWP teams.  The contact  numbers for HQ SSWP’s are available from VWS Support Office.

British Forces Germany

For SL’s continuing to serve in British Forces Germany, but intending to return to the UK on discharge, the allocated point of contact for this support will be an SPVA VWS case worker local to their intended place of residence.

SL’s leaving the Service and choosing to settle in Germany will not routinely be allocated an SPVA VWS case worker to provide assistance with their transition to civilian life. However welfare assistance can be requested from SPVA VWS and in appropriate cases an SPVA VWS case worker may be identified as a point of contact to provide advice and guidance on SPVA –related issues either pre or post –discharge. Welfare support in respect of all other issues remains the responsibility of BFG In –Service Welfare providers. Any veteran requiring assistance whilst residing in Germany should access support through the RBL District Welfare Coordination Germany network based in Hone Garrison. If necessary an RBL case worker may be allocated and will identify a SL’s requirement and signpost them to the relevant agencies who may be able to assist. Much of this work is done in conjunction with SSAFA Forces Help.

CONFIDENTIALITY AND INFORMATION SHARING

1. Both SSWP and VWS will comply with all relevant legislation concerning the processing of personal information. In addition, SSWP will comply with JSP 770 and appropriate single Service instructions.  Both organisations will share information when it is sensible and appropriate to do so, within the usual practice standards.

LIAISON AND MEETINGS

1. SSWP and VWS senior management will meet twice a year, or more frequently if deemed necessary, to review practice and to develop further ways of working together to the benefit of Service personnel and their families.  This protocol should be reviewed, and revised as necessary at these meetings.
2. At a local level, SSWP teams and VWS WMs will liaise and meet as appropriate in order to ensure an effective working relationship, facilitating outcomes to meet client needs.

SUMMARY

• These referral arrangements define the intent of SSWP and VWS to work together in a way which does not encroach on each other’s areas of responsibility but which recognise and respect each other’s experience and expertise, within the MoD. It demonstrates SSWP’ and VWS’ recognition that effective liaison and information sharing is the most appropriate way to ensure that service users/veterans receive the best possible service.  VWS will continue to look after veterans through life support.