Mr. Chair, as I said earlier, as the ombudsman I'm trying to avoid getting involved in the actual fixing of the new Veterans Charter at this point. We have not investigated the approaches of other like-minded nations.
I would very briefly submit, if I may, that in terms of the needs-based approach, you can't have it both ways. It has to be either a needs-based approach or an eligibility-based approach to which you have to commit totally.
I would suggest that caseworkers on the front line really have to become case managers. They have to know the person. They have to be able to say that if you work hard enough and commit to this, they will look after you.
Conversely, they need to have the wherewithal to suggest, as I did on occasion with other veterans, that if you were in the Canadian Forces, they wouldn't tolerate this type of behaviour. Perhaps they need to have, as we have in the Canadian Forces, a recorded warning, counselling, and probation. They will no longer support you unless you clean up your act. Once again, it's tough love.