Evidence of meeting #69 for Veterans Affairs in the 41st Parliament, 1st session. (The original version is on Parliament’s site, as are the minutes.) The winning word was disability.
A recording is available from Parliament.
NDP
Manon Perreault NDP Montcalm, QC
Each person has a certain number of files to manage over a certain time, isn't that right?
Director General, Field Operations, Department of Veterans Affairs
Once again, it depends. Not everyone necessarily needs the case management service. Case managers have a workload that varies between 30 and 40 active files. It depends on the complexity and severity of each file. There are also client service officers in the area offices. They also have their own workloads. People receive benefits or services but do not necessarily require case management. Depending upon their needs, they may be contacted once a year or several, according to the type of service.
The department can be contacted at any time through the toll-free number. If it is a client who receives benefits and services calling, certain things can be done by the analyst who answers the telephone. It may be a change of address or simply a request to know the status of an application. If the question is too complex and the analyst cannot answer, the call will be transferred to the area office, and either the case manager or the client service officer will follow up.
However, in the case of the more popular programs or to inquire about how to follow up, people can go online and access “My VAC Account”. This allows them to submit applications online and to keep track of them. The choice is theirs. They can call the toll-free number to inquire about the status of their application or they can open a VAC account online.
NDP
Manon Perreault NDP Montcalm, QC
So they can just check the Department of Veterans Affairs' Web site.
Director General, Field Operations, Department of Veterans Affairs
Yes, that is another way to track their file.
Conservative
The Chair Conservative Greg Kerr
Thanks very much. That's all the time we have today.
I want to thank our witnesses. I see we have a little homework for you to do and we appreciate that.
At this time, we're going to break for a minute and I would ask anybody who is not part of the committee or committee staff to leave at this time.
We're going in camera for some committee business.
[Proceedings continue in camera]