Thank you, Charlotte.
Thank you, Mr. Chair.
My name is Charlotte Bastien and I am the Regional Director General for Ontario and Quebec at Veterans Affairs. I am pleased to be here to support this committee's study on transformation.
I would like to provide some front-line context of how the case management function is strengthened by the transformation agenda.
As my colleague mentioned, case management is the cornerstone of the service and benefit delivery system. Veterans Affairs Canada relies on the integrity of the system to ensure that the relationships our staff have fostered with veterans aren't compromised because of a shift in business practices.
We have to be cognizant of the fact that, to a veteran suffering from a mental health condition, the transformation agenda is of little importance. This is not to say that they aren't aware of the changes, but their main goal is to stay focused on their rehabilitation. These are the scenarios the department considers when a realignment of staffing resources is made. As demographics shift, whether those demographics are based on age, sex or geography, the department must adapt quickly. Veterans Affairs Canada is committed to positioning resources in the areas of the country with the most need.
I would also like to discuss the level of service our case managers provide. Our case managers are selected on a wide range of criteria and are very skilled at what they do. That being said, they are sometimes faced with difficult situations that require a different skill set. As a department, we have created a support system that gives them added confidence when they are working with veterans who have more complex needs. They have access to case management experts and rehabilitation experts who can guide them through complex issues. Rehabilitation experts, mental health experts, standards training and evaluation officers, health professionals and others are all part of the support network available to case managers. This diverse range of expertise ensures that case managers can customize a plan for each veteran.
Recently, we have seen more and more case managers seeking assistance from the experts who are there to support them in achieving the best possible outcome for the veteran. The department encourages this practice because it is in the best interest of our veterans.
Veterans Affairs Canada recognizes that the key to successful outcomes for veterans begins with the department’s ability to identify needs and levels of risk in order to refer them to the most appropriate member of the client service team. For those who require case management services, the support provided will always be focused on specific outcomes and engaging veterans in the case planning process.
Engagement is the key word here. The process doesn’t work without the buy-in of the individual. Our case management practices are world class but, at the base level, we case manage people.
Case managers use a variety of techniques, such as motivational interviewing, to help veterans recognize problems and commit to changes that will help them.
At the base level, we work with veterans to achieve their goals. Our case managers work with veterans on their goals so that the veterans see the value, for example, of accepting treatment for addiction or mental illness, attending medical care and therapy, going to school so that they can move back into the workforce, or going to family counselling sessions to strengthen the family unit. These are significant commitments and life goals. Case managers are there to help veterans move through the change and goal-setting process.
It is important to note that the veterans are and must be the owners of their plans to change. If they plan an active role, our success rate will increase. If there are stumbling blocks on the road to recovery, Veterans Affairs will be there with a robust support system to help them achieve the mutually agreed upon goals they develop with their case managers.
As I said, the veteran is the owner of the plan. If they play an active role, our success rates will increase. If there are stumbling blocks on the road to recovery, we have a system in place to help them achieve their goals.
If you have questions about the clinics or the support network, Raymond Lalonde is also with us and will be able to answer your questions, together with Charlotte and I. Thank you very much for your attention. We are open to any questions you may have.