I think that case management needs to change. I think complex cases probably need a little bit more focus. I feel like there needs to be a culture shift at Veterans Affairs to have the support there in place, rather than “I am going to deny your benefits. Something is missing.” The restrictions there are so set in stone. The fact that my omission of a signature, or what have you, can render all my financial services void and essentially leave me out in the cold is too stringent and too restrictive, and it leads to a lot of problems. The distress I went through from receiving that letter was quite high, and I made every phone call I could in western Canada. I interrupted meetings, but I didn't care because that was the level I had to go through to ensure the continuation of my benefits. I feel like, yes, there needs to be a culture change for sure.
On February 8th, 2018. See this statement in context.