Beacon Community Services Transition

patient with caregiver

On November 1, 2019 we will assume responsibility for scheduling and delivering home support services in the South Island. We are working with Beacon Community Services to ensure a smooth and seamless transition.

Frequently Asked Questions

The following FAQs were developed with input from current Beacon home support clients and families.

How will I be supported during this transition?

Island Health and Beacon Community Services are continuing their roles and responsibilities in meeting clients’ needs while we prepare to transition services to Island Health on November 1, 2019. Ongoing collaboration and planning between Beacon and Island Health will ensure a smooth and seamless transition for home support clients. After the transition, you will continue to receive the same level of home support services you receive now, unless your health needs change.

After November 1, who do I contact to change my schedule or talk to someone about my care? 

Effective November 1, 2019, your community health worker will be based out of an Island Health Community Health Services (CHS) health unit. If you have questions about your home support services, including your hours, workers or schedule, please call the CHS health unit in your area at the phone number listed below. 

Downtown/Vic West Community Health Services Unit
Phone: 250-388-2396

James Bay/Oaklands Community Health Services Unit
Phone: 250-388-2395

Esquimalt/Westshore/Sooke Community Health Services Unit
Phone: 250-519-3492

Oak Bay Gordon Head Community Health Services Unit
Phone: 250-519-6945

Peninsula Community Health Services Unit
Phone: 250-544-2500

Saanich Community Health Services Unit
Phone: 250-519-5200

Salt Spring Island Community Health Services Unit
Phone: 250-538-4820

Will I still be able to access Beacon’s web schedule after November 1? 

As of October 31, 2019, Beacon Community Services will no longer be providing the WebSchedule viewer. Effective November 1, 2019, clients who use this service, or would like to, will need to sign up for Island Health’s WebSchedule viewer in order to continue accessing their community health worker schedule electronically. 

To view your home support schedule online with Island Health, please do the following: 

  1. Email: or call 250-519-6799 to request enrollment to view your (or your family member’s) home support schedule. 
  2. Once your account has been set up, you will receive a confirmation email or phone call with your personal Log-in ID and Password. Family members and authorized delegates (must be noted in client file), will have their own username and password to view their family member’s schedule.
  3. On an internet browser, go to 
    • On the screen, click ‘login’ 
    • Enter the Log-in ID you have been provided
    • Enter your password 
    • Click “Submit”

If you have any questions about this process, please email: or call: 250-519-6799.

My family/neighbour/power of attorney handles things on my behalf. Will Island Health know how to reach them? 

Yes, Island Health and Beacon are working together to coordinate and transfer the information relevant to your care. This includes the information related to whom you have designated to manage things on your behalf.

Will I have the same workers after November 1, 2019?

There are no immediate plans to change the workers who come into your home to provide services after November 1. Over time, as Island Health implements a neighbourhood care model, in early 2020, it is possible some clients will experience shifts in their care team. Island Health will communicate with you about any changes to your workers as we move forward on implementing the model. Island Health will be working toward consistency and continuity of your care so that clients will ultimately come to know and rely on a core team of workers. 

Is there anything I need to do to prepare for this transition? 

Island Health and Beacon have worked closely together to ensure clients and their families have been informed of changes you may need to make to ensure a smooth transition of service. You should have received, by mail, information on two changes in mid-October:

  1. Billing: Clients who use pre-authorized payments to pay their bill will need to set up new pre-authorized payments with Island Health. To continue with pre-authorized payments, clients need to fill out the pre-authorized payment form that was mailed out in mid-October. The form is also available here. Payments can also be made through your bank or financial institution (the payee name is “Vancouver Island Health Authority”), or in person (cash, debit, credit card or cheque) at any of these sites:
    • Royal Jubilee Hospital, 1952 Bay St., Victoria
      Monday – Friday, 8:30 a.m. – 4:00 p.m. 
    • Victoria General Hospital, 1 Hospital Way, Victoria
      Tuesday – Thursday, 8:30 a.m. – 4:00 p.m.
    • Nanaimo Regional General Hospital, 1200 Dufferin Cres, Nanaimo 
      Monday – Friday, 8:30 a.m. – 3:30 p.m. 
  2. Viewing your schedule online: Clients or family members who wish to access their community health worker schedule electronically after November 1 can sign up to Island Health’s new WebSchedule viewer. The WebSchedule viewer Beacon has offered will no longer be available as of October 31, 2019. To request enrollment in the new Island Health service, email or call 250-519-6799. If you have questions about your schedule before you are able to register and access your WebSchedule, please contact your health unit.
What is the community neighbourhood team model? 

The community neighbourhood team model is a team-based primary and community care approach to service delivery. This model means that a team of clinicians and support staff including physiotherapists, dietitians, nurses, case managers, community health workers (CHWs), and home support schedulers, will work together to ensure the care provided is responsive to your needs. The community neighbourhood team model means that your care providers will now be in frequent communication with each other, working collaboratively within the same work site and in the same geographic area.

Will there be an opportunity for me to provide input about my experience with home support services? 

Yes. Island Health has worked with Beacon to develop a survey for home support clients. Some clients or their designated decision makers were contacted by telephone to participate in a survey prior to the transition. The survey results will help inform quality improvement efforts within Island Health’s new integrated care teams. We will be conducting another survey of home support clients in early 2020. You may be contacted by phone to ask about your home support services following integration into Island Health. This survey is optional. If you do not wish to participate in the survey you can call Island Health’s Community Care Access Line at 250-388-2273 or 1-888-533-2273 or email

Clients who have concerns, complaints or compliments about their service are encouraged to share their input directly with their care team within the CHS health unit. Care providers and their supervisors are best positioned to respond to concerns at the time and place in which they occur. Please refer to the list of contact numbers in the response to Question 2 above. If you have already pursued this option and your concerns remain unresolved, you may wish to contact the Patient Care Quality Office.  


Clients and families with questions or concerns about the transition can contact Island Health’s Community Care Access line at 250-388-2273 or toll-free at 1-888-533-2273 or by email: 

General Information on Beacon Community Services Transition

Referral Required?
How to Get Referral

To access home support services, contact your local Community Health Services office.

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