Veterans Affairs Committee on Nov. 28th, 2012

[Mary Chaput]

No. By far, that is the province at which we employ the most number of staff.

[Bob Zimmer, Conservative, Prince George—Peace River, BC]

Thanks for that information. It brings to light a bit.... My colleague across the way often accuses us of unfair cutbacks. I think this just proves how fair we are. I think that's the truth.

We also have heard a lot about “points of presence”, in essence points of service for veterans. The total number of those points has dramatically increased in the past year.

I want to ask you, what kinds of services are available at these new points of presence, please?

[Mary Chaput]

Indeed the points of service have expanded greatly. As the minister said, we have moved from our 60 existing to 600, when we incorporate the Service Canada network.

At the Service Canada network—at those storefronts—a veteran coming in, or a sibling or a child of the veteran, or somebody who is helping out a veteran can get very general information about VAC programs and services. As well, they could get literature on those programs and services; they could get help as they navigate the website; moreover, they could get help in the completion of applications and the collection of the appropriate supporting documents. And then finally, they will also get a service whereby the veteran's identification will be authenticated at that stage of the game, so that this step is leapfrogged as they move into the system and their application is processed.

[Bob Zimmer, Conservative, Prince George—Peace River, BC]

I think it's a benefit to have all those services in one place, because now our veterans can access so many other services at that one point.

[Mary Chaput]

That's right.

[Bob Zimmer, Conservative, Prince George—Peace River, BC]

For me, it's a form of streamlining, but it actually increases the service level.

I don't know what your comment would be to that. Is it a better level of service?

[Mary Chaput]

To my mind, it's a better level of service. It's basically a triage model, whereby we have separated those duties that can be done by other government employees in a very responsible and careful way. We can have confidence in what is done by the Service Canada representatives as that material moves to us. I feel it would build confidence and convenience into the lives of veterans who availed themselves of that service.

Moreover, it allows us to keep the very complex cases for those very experienced and expert case managers who are on our staff. By keeping the very complex with the very highly trained, and the simpler cases—not simplistic, but simple—with those who are trained to a different level, I think we get the greatest economies and the best outcome for the veteran.

[Bob Zimmer, Conservative, Prince George—Peace River, BC]

Absolutely.

Finally, I'd just say again, thanks for caring about our veterans. We do. I know a lot of people here do. Continue the great job and great work. Thank you.

[Mary Chaput]

Thank you.

[The Chair, Conservative, Greg Kerr]

Thank you, witnesses and Mr. Zimmer.

We've just agreed by consensus to add one more question. We have a guest visiting us today.

Mr. Godin, welcome. I wasn't going to qualify; I was just going to say that if you'd like to ask a question, please feel free to go ahead.

[Yvon Godin, NDP, Acadie—Bathurst, NB]

Than, you Mr. Chair.

I'd like to thank the witnesses for coming to meet with us today.

I just have one question.

November 11 is a day to go and meet our veterans, pay tribute to them and celebrate this day — although I don't really like to call this a celebration. However, the most important thing is the way in which we offer services to veterans.

In the estimates, I don't see any money dedicated to funerals or burials. These people tell me that they want to be buried with dignity and honour. They fought for our country. They gave us freedom, democracy and the right of free speech. The question is, how does the government intend to act on veterans' requests in the coming months?

At their age, they cannot be refused such services. I do not agree with giving them the same amount as a burial under the social welfare program. I think that unacceptable for our veterans.

I'd like to hear your comments on this.

[Mary Chaput]

Thank you, sir.

Certainly we appreciate your views on a veteran's right to a very dignified and appropriate funeral and burial. As it stands, any veteran who dies of a service-related illness or injury is afforded that through the government. We understand there is a lot of controversy, debate, and pressure around this issue. We're constantly reviewing the program to see where we feel it can or cannot be improved.

The acknowledgment at the time of their death of the sacrifice these people have made in the course of their lives is one that we feel is very appropriate. That's why the program is designed as it is, at this stage of the game.

I would simply reiterate that we're constantly in a process of review of this program and all our programs.

[The Chair, Conservative, Greg Kerr]

Thank you very much.

The last spot is over....

Do you want to take it, Ms. Adams?

[Eve Adams, Conservative, Mississauga—Brampton South, ON]

Thank you.

If you might allow just a personal comment, I was meeting with some young female students, and it's always wonderful to look at a table of individuals who have taken on leadership roles and to see two women.

So thank you very much, and congratulations on your new appointment.

[Mary Chaput]

Thank you.

[Eve Adams, Conservative, Mississauga—Brampton South, ON]

Could you indicate to us whether, in your estimation, veterans are better or worse off today than they were six years ago? If you could, just elaborate.

[Mary Chaput]

I'd be happy to.

Without a doubt, I think veterans are better served now than they were in the past. I think one can draw some conclusions in that regard, if you consider different veterans at different points in their lives. If you take a veteran who is relatively young, who is exiting his military service years and transitioning into what will be a civilian life and career, I think the new Veterans Charter, with the programs around rehabilitation—if there is an injury—aimed at reintegration, earnings loss during that period of rehabilitation, vocational retraining for both the veteran and/or his spouse, if necessary, is a really strong arrow in the veteran's quiver as they transition into their civilian life.

If you move from that kind of individual to someone who perhaps suffers from mental health issues, there's no doubt the services we're offering more recently are much more robust than they have been in the past.

As you may know, we have what are called the integrated personnel support units, where any veteran and/or their family can come for very holistic care—mental health, physical health—and we make sure that the continuity of care is there to deal with both sides of that equation. Moreover, we have 17 operational stress injury clinics that we share with DND, where those who suffer from tougher mental health issues, like PTSD, can get very, very expert care. In addition to that, there are similar clinics where social support is provided to the veteran suffering from mental health conditions, peer support from families and other veterans who have actually been through the same mental health issues.

If you leave that type of veteran and move to a veteran who is perhaps very seriously injured, it brings us back to those elements of the new Veterans Charter that are geared specifically to the seriously injured in terms of the disability award, the treatment benefits, the physio and occupational therapy that is there, earnings loss. Then for the very seriously injured, there is the permanent incapacity assessment and supplement that's provided for those who are not able to return to work by virtue of their injuries.

Finally, if you move toward those coming toward the end of their lives and all through this continuum, even for the elderly, there are case managers who will provide care to the veteran, help them with palliative issues, support the spouse through those very difficult last six to eight months, and ensure that the veteran moves through that period of their life with a degree of dignity and care they deserve.

When you consider the panoply of scenarios that a veteran may face in their life, and you juxtapose it with the programs and services we're attempting to offer, I think a veteran these days is well served in recognition of how well they have served.

[Eve Adams, Conservative, Mississauga—Brampton South, ON]

Thank you.

[The Chair, Conservative, Greg Kerr]

Thank you very much. Well put.

That ends our time, in terms of rounds. We agreed to a question on each side.

Oh, I'm getting a look from Mr. Casey.

[Sean Casey, Liberal, Charlottetown, PE]

I understood that everyone would have a question, and then there was an extra question for two of the three parties here. I'm ready.

[The Chair, Conservative, Greg Kerr]

Is everybody okay, then, with one more question?

[Some hon. members]

Agreed.

[The Chair, Conservative, Greg Kerr]

My apologies, Mr. Casey. I wasn't trying to leave you out. You know I would never want to leave you out. You get one question.

[Sean Casey, Liberal, Charlottetown, PE]

Thank you, Mr. Chairman.

I'm all thrown off now.

[Voices]

Oh, oh!