What is the VA Partnership?

The U.S. Department of Veteran Affairs (VA) provides mental health care to veterans through both VA-owned facilities and an external network of community providers. When a veteran cannot be seen at a VA facility due to wait times, geography, or specialty needs, the VA authorizes them to see a community provider. This is called Community Care.

The VA Community Care Network (CCN) is the national network of community providers authorized to see veterans. The VA contracts with Third Party Administrators (TPAs) to manage regional portions of this network. Grow is part of the Community Care Network, specifically VA CCN Regions 1, 2, and 3.

TPA	Regions	Grow Network Status
Optum	Regions 1, 2, 3 (Northeast, Southeast, South-Central)	Grow is in-network with VA CCN Regions 1, 2, and 3.
TriWest	Regions 4, 5 (West, Alaska)	We are actively working with TriWest to launch VA CCN Regions 4 and 5, but are not yet in-network.

How VA Community Care gets authorized

Before a veteran can see a community provider, the VA must issue an authorization. Veterans cannot see a Grow provider using their VA CCN insurance plan unless they have an active authorization for applicable services.

The authorization outlines the authorized services/treatment type, the number of sessions or duration of care, and the approved provider or provider group. Providers must deliver only authorized care.

If you would like to refer your veteran client to additional providers for additional services, you must first submit a Request for Services (RFS) form to receive approval from the VA. Do not refer a veteran for any additional services without first submitting the RFS form. For more information on RFS, step-by-step instructions, please refer to When a veteran needs more care | RFS instructions

How does Grow's VA External Provider Scheduling integration work?

Grow Therapy participates in the VA Community Care Network and is integrated with the VA’s External Provider Scheduling platform, which is designed by WellHive. Your Grow profile and appointment availability are imported directly into the scheduling platform, allowing VA Care Coordinators to match veterans with providers and authorize referrals. Referrals come to you through Grow once the authorization is issued. No additional action is needed to receive them.

Standards for caring for veteran clients

Veterans referred to community care through the VA have already cleared a significant barrier. Less than half of veterans with a mental health condition ever seek help, and those who do often wait weeks before reaching a provider.

When the VA sends a veteran to you, it means the system couldn't serve them in time. Under the VA MISSION Act, community care is triggered when the VA cannot schedule a mental health appointment within 20 days or within 30 minutes of driving time from a veteran's home. A cancellation on your end doesn't just inconvenience them - it puts them back at the start of that process.

As a VA community care provider, here are the expectations:

Honor referrals: The VA entrusts its community care providers to connect veterans to the care they need. If you cannot keep an appointment, you should always contact the veteran directly and assist them in rescheduling or rematching with a new provider — do not simply cancel.
- If you are unable to accept VA referrals due to a full caseload or opting out of VA CCN insurance plans, you can opt out of accepting VA CCN referrals by turning off "VA CCN" in your referrals and payors settings. See Manage your accepted insurance plans for detailed instructions.
- Please direct the patient to our dedicated veteran support line at +1-332-345-9401; instruct them to press 1 to connect with a member of our team who can assist them in matching with a new provider.
Contact veterans who no-show: If a veteran misses a session, reach out to them directly to check in and offer to reschedule. A no-show is often a sign the veteran is facing a barrier and needs more support, not less. Keep in mind that veterans are frequently scheduled by a VA care coordinator and may have little information about you or Grow before the session, which can make attending feel uncertain. As a best practice, we recommend reaching out before the first session to introduce yourself, ask whether they have any questions, and share a bit about your background to help them feel comfortable. If a veteran raises concerns about missing a session, you can reassure them that they will not be charged a no-show fee.
Only provide the care authorized: VA authorizations specify the service type, session count, and duration of care. Only provide the service that the veteran was initially referred to you for. For example, if the veteran meets with you for couples counseling, only provide couples counseling. If you’d like to refer them to additional or different services, such as individual counseling or medication management, submit a Request for Services (RFS).
Follow the RFS process when your patient's authorization is expiring, or if you are referring the veteran for a higher level of care. VA referrals are specific to the services listed on the authorization - any changes require an additional or amended authorization before care can continue. 60 days before an authorization expires, Grow will notify you through a task in your provider portal so you can start the renewal process in time. If you’d like to refer a veteran for a higher level of care or additional services, submit an HLOC form, and our Care Coordination team will assist you with the RFS process. Learn more about Care Coordination at Grow and how to submit an HLOC request here. See step-by-step instructions on the RFS process can be found in When a veteran needs more care | RFS instructions.

Helping an existing client switch to VA insurance

If an existing client wants to use their VA benefits to see you at Grow, guide them through the following steps:

Ask them to visit their local VA Medical Center and request a community care referral, if they have not done so already.
- Have them specifically request to be referred to you at Grow Therapy by name.
The VA will send the authorization to Grow. Once we receive the authorization, the client will be able to manage future appointments with you using their VA CCN insurance.
Note: You will need to have VA CCN referrals enabled in your settings and have available time slots on your calendar so the VA can see your profile in their scheduling system.

VA CCN FAQs

How do clients obtain an authorization?

The VA requires clients to receive a referral. To obtain one, the client should contact their local VA Medical Center and request a referral and appointment. The VA health care team will assist them in creating a referral and scheduling their appointment. Refer to the VA's scheduling instructions for more details.

Do veterans receive help booking their appointments?

Yes. VA Care Coordinators can book appointments on behalf of veterans if needed.

Do I have to accept these referrals?

No. You can opt out of accepting VA CCN referrals by turning off "VA CCN" in your referrals and payors settings. See Manage your accepted insurance plans

If you receive a VA referral and would like to subsequently opt out of future referrals, contact the veteran directly and assist them in rescheduling or rematching with a new provider — do not simply cancel. You may also direct the patient to our dedicated veteran support line at +1-332-345-9401; instruct them to press 1 to connect with a member of our team who can assist them in matching with a new provider. Please follow the instructions in the ‘Standards for Caring for Veteran Clients’ section above.

How do I find the rates for these referrals?

To view the rates for VA CCN referrals:

From your provider portal, select your name in the bottom left > settings
In the referrals & payors section, search for VA CCN.
Locate the "Rates" column and select it to view the rates for VA CCN.

Do I need to take any specific steps to schedule veterans?

No. Referrals come to you through Grow, so no additional action is required.

Why Should I Opt Into VA CCN Plans?

Fewer than half of veterans with a mental health condition ever seek care. Those who do often wait weeks to reach a provider. For many veterans, connecting with a provider like you is the first real step toward stability after years of struggling alone. Opting into the VA CCN is a high-impact clinical decision you can make for a population that historically carries its burdens in isolation.

By opting into VA CCN, your availability is surfaced directly in the VA's scheduling platform, so VA Care Coordinators can match veterans to you and book on their behalf. You don't have to change how you practice — referrals come through Grow just like any other, VA insurance covers sessions at no cost to the veteran, and Grow handles the administrative coordination. The only change is that a veteran who might otherwise have gone without care is given a direct pathway to healing and stability. That's the difference opting in makes.

What does it mean if my appointment was canceled due to a service mismatch?

Occasionally, a VA scheduler may book a veteran with a provider whose license or specialty doesn't align with the authorized service type. When this happens, Grow will cancel the appointment and work to reroute the veteran to a provider that offers the services authorized. If you have questions about a specific cancellation, reach out to us for assistance.