Evidence of meeting #76 for Veterans Affairs in the 42nd Parliament, 1st Session. (The original version is on Parliament’s site, as are the minutes.) The winning word was vac.

A recording is available from Parliament.

On the agenda

MPs speaking

Also speaking

Clerk of the Committee  Ms. Karine Parenteau
Elizabeth Douglas  Director General, Service Delivery and Program Management, Department of Veterans Affairs
Mark Misener  Commander, Joint Personnel Support Unit, Military Personnel Command, Department of National Defence
Nathalie Pham  Acting Area Director , Montreal Office, Field Operations , Department of Veterans Affairs
Mark Roy  Acting Director, Case Management and Support Services , Department of Veterans Affairs

11:05 a.m.

Liberal

The Chair Liberal Neil Ellis

I call the meeting to order.

I'd like to welcome everybody today. Today we have, pursuant to Standing Order 108(2), studies of barriers to transition and measurable outcomes of successful transition.

In the first panel today, from the Department of Veterans Affairs we have Elizabeth Douglas, director general, service delivery and program management; Nathalie Pham, acting area director, Montreal office, field operations; and Mark Roy, acting director, case management and support services.

As well, from the Department of National Defence we have Brigadier-General Mark Misener, commander, joint personnel support unit, military personnel command.

Thank you for joining us today.

Go ahead, Mr. McColeman.

11:05 a.m.

Conservative

Phil McColeman Conservative Brantford—Brant, ON

Thank you for recognizing me, Mr. Chair.

The question I bring to you is the matter of scheduling for the minister to appear before this committee on the supplementary estimates that have been tabled.

I know there are timelines involved and I know we've had a personal conversation on this, but I wanted committee members to know as well what actions you've taken.

I have another request, which is that in addition to the minister appearing, I would request that that particular meeting when the date is set be a televised meeting.

11:05 a.m.

Liberal

The Chair Liberal Neil Ellis

I can do is turn this over to the clerk. She is instructed to send an email out to invite the minister. I believe that's been done, but I'll give the floor to you.

11:05 a.m.

The Clerk of the Committee Ms. Karine Parenteau

Yes, I contacted the minister's office to invite the minister. It's ongoing, so I asked them to have the minister appear before the committee before the deadline for us to submit the report on the estimates.

11:05 a.m.

Liberal

The Chair Liberal Neil Ellis

I believe under procedure, Mr. McColeman, that when ministers testify, we always televise, and it will be in the lineup and—

11:05 a.m.

Conservative

Phil McColeman Conservative Brantford—Brant, ON

I should also mention that it's been the typical protocol that the minister either stays for the complete meeting or for a minimum of one hour of testimony.

11:05 a.m.

Liberal

The Chair Liberal Neil Ellis

Yes. During the last two years, both ministers have appeared for the hour. We can request two and go from there.

11:05 a.m.

Conservative

Phil McColeman Conservative Brantford—Brant, ON

I would ask that we request two, please.

11:05 a.m.

Liberal

The Chair Liberal Neil Ellis

Yes.

11:05 a.m.

The Clerk

Mr. McColeman, you want the minister for a one-hour meeting?

11:05 a.m.

Conservative

Phil McColeman Conservative Brantford—Brant, ON

I'd like him for two, please.

11:05 a.m.

The Clerk

For two? Okay.

11:05 a.m.

Liberal

The Chair Liberal Neil Ellis

Usually in the last few meetings when we've had the minister, it's been the minister and then the staff afterward, but we'll try to do your request.

11:05 a.m.

Conservative

Phil McColeman Conservative Brantford—Brant, ON

Thank you.

11:05 a.m.

Liberal

The Chair Liberal Neil Ellis

Okay. Thank you for appearing today.

We'll start with 10 minutes with Ms. Douglas and then we'll move from there.

Thank you.

11:05 a.m.

Elizabeth Douglas Director General, Service Delivery and Program Management, Department of Veterans Affairs

Thank you.

Good morning, Mr. Chair and members of the committee.

My name is Elizabeth Douglas, director general for Service Delivery Program Management for Veterans Affairs Canada.

I am responsible for 200 employees, located primarily in Charlottetown, in the areas of online services, strategic and enabling initiatives, case management and support services, health care programs, income support programs, rehabilitation services and vocational assistance, and long-term care.

I would like to thank you for the invitation to appear before the committee with my colleagues Nathalie Pham, acting director for the western Quebec area, and Mark Roy, acting director for case management and support services.

I am pleased to provide an overview of Veterans Affairs Canada’s work in the integrated personnel support centres.

As you know, our mission is to improve the well-being of veterans and their families. Through a comprehensive approach to veteran well-being, we are committed to ensure a seamless and simpler transition to civilian society for Canadian Armed Forces members.

There was an increase in medical releases from the Canadian Armed Forces between 2013 and 2017, going from an average of 1,200 per year to 2,500 in the years 2016-17. The Canadian Armed Forces are projecting 2,500 medical releases per year over the next five years. Since 2013 the average number of total releases from the CAF is 9,107 per year.

What we have learned from the 2016 life after service studies is that although 52% of regular force veterans report easy or moderately easy adjustment to civilian life, 32% report having trouble adjusting. This is a clear indication for VAC that we need to strengthen our transition services for all members who are transitioning to civilian life.

Over the years, VAC and the Canadian Armed Forces have made many improvements to programs and services for members and veterans and for their families. We have dedicated even more resources to improving transition services and we are committed more than ever to working with the Canadian Armed Forces to better support our veterans.

VAC is present at a total of 24 integrated personnel support centres, or IPSCs, and at seven satellite centres. These support centres are located across the country, providing one-on-one contact and support for serving and former Canadian Armed Forces personnel and their families. More than 130 VAC staff are serving veterans and CAF members from these locations every day. Some centres have full veteran service teams, including case managers, veteran service agents, managers, and admin staff; others, depending on the size, will have one or two case managers or veteran service agents. The integration of VAC staff within the IPSC has permitted VAC the opportunity to better understand military culture and the issues facing ill and injured veterans and the opportunity to work with the other partners serving this population.

VAC's presence at the IPSCs allows for earlier and immediate intervention in the event of casualties involving members who are still serving. Upon notification of a casualty, a case manager is assigned and can work directly with the IPSC staff and CAF officers to support the member and family, providing information on benefits, services, and support that could be of help to them. If the member/survivor or family representative is ready to proceed with applications, the VAC case manager can assist with completing applications and gathering supporting documentation as required.

Members and veterans are informed of VAC programs and services while serving and during their transition to civilian life through a variety of outreach activities and initiatives such as the second career assistance network, the SCAN seminars.

VAC staff participate in these outreach activities in order to share information on the programs and services available to Canadian Armed Forces members making the transition from military to civilian life. In 2017, VAC front-line staff delivered more than 70 SCAN sessions to serving CAF members across the country.

Since September 2015, VAC and the Canadian Armed Forces have worked together on the enhanced transition services, which are focused on supporting collaborative work at local levels. Specifically, the Canadian Armed Forces nurse case managers, the VAC staff professional case managers, and veterans service agents have been working closely together to ensure earlier intervention in support of effective transition services.

Moving forward, the enhanced transition services will continue to focus efforts on improving transition services for those medically releasing. While we are moving in the right direction, we know that some members continue to face challenges transitioning to civilian life. That is why we've been working closely with the Canadian Armed Forces in our efforts to improve the transition process, and we will continue to do so.

Thank you again for the invitation to speak to you today. I very much appreciate the opportunity to support the work of your committee and consider what it may hold for the future of Canada's services to veterans and families in recognition of their extraordinary contributions and sacrifice.

Thank you.

11:10 a.m.

Liberal

The Chair Liberal Neil Ellis

Thank you.

Next I'd like to welcome Brigadier-General Mark Misener. The floor is yours now.

11:10 a.m.

Brigadier-General Mark Misener Commander, Joint Personnel Support Unit, Military Personnel Command, Department of National Defence

Thank you, Mr. Chair, and members of the Standing Committee on Veterans Affairs.

Thank you for the opportunity to be here today, along with my colleague from Veterans Affairs Canada, to speak on the subject of transition.

As commander of the joint personnel support unit, I'm responsible to ensure that the ill and injured Canadian Armed Forces personnel, former personnel, their families, and families of the deceased are properly cared for and receive administrative support during all phases of recovery, rehabilitation, and reintegration, whether they are returning to service or transitioning to civilian life. This is accomplished through an integrated team with Veterans Affairs Canada and approximately 400 Canadian Armed Forces military and Department of National Defence civilian staff members on bases, wings, units, and at the joint personnel support unit headquarters here in Ottawa.

As commander of the joint personnel support unit, in addition to an overall emphasis on continuous improvement, my top priorities are caring for and supporting our ill and injured members and their families, renewing the joint personnel support unit, and planning for the future transition group, while working closely with Veterans Affairs Canada.

As background, the Joint Personnel Support Unit, the JPSU, was created in 2009 to give ill and injured members the opportunity to recover, to return to duty, or to give them time and support to transition to civilian life.

The number of JPSU supported members has nearly tripled in size since its creation. Today, approximately 1,500 ill and injured personnel are currently posted to the JPSU for periods of six months or more. The JPSU also directly supports approximately 4,000 additional ill and injured members and their families by providing information, advocacy, referrals, and the delivery of numerous services and programs.

This support takes place across Canada at the JPSU's 31 integrated personnel support centres. These IPSCs are the local face of the joint personnel support unit, providing a one-stop centre delivering integrated assistance to the ill and injured.

My top priority is providing care and support to the ill and injured members and their families. The Department of National Defence and the Canadian Armed Forces are committed to the care and well-being of all military personnel and their families. Part of that commitment is provided through the JPSU, ensuring that no one is released until all administration is complete and appropriate benefits are in place. All transitioning members require support, but the needs remain most acute for our ill and injured posted to the JPSU. Improving our daily support and service is an ongoing effort. One very recent and tangible example of this support was the acquisition of 17 new wheelchair-accessible vans that were delivered to integrated personnel support centres across the country in January. An additional 16 wheelchair-accessible vans were provided to various bases. These vans will increase transportation capability and support ill and injured Canadian Armed Forces members in getting to and from their medical appointments.

While the JPSU has assisted numerous ill and injured women and men over the years, there is room for improvement. That's why my second priority is JPSU renewal. The JPSU has grown and is currently undergoing a renewal to better meet its core mandate of service to our ill and injured members.

The JPSU has been organized as a formation with a general officer—myself, currently—at its head. While retaining its regional structure, JPSU regional headquarters have become units with designated commanding officers and more authority and responsibility to have a positive influence on members. These commanding officers will be “up-ranked” shortly in some regions from majors to lieutenant-colonels to better highlight their important responsibilities in working with Canadian Armed Forces, Veterans Affairs, and other partner organizations to assist and support our ill and injured members.

At our IPSCs across the country, there has been an increase of staff to better meet the demand in services. In 2017, 31 regular force members were added and funding was secured for 28 more civilian staff. The year 2018 will bring further augmentation to our staff to provide better support and more favourable ratios. As a direct result of this staffing, we are hoping to achieve a ratio of one section commander for every 20 personnel posted to the JPSU, as opposed to one for every 26 currently. What this will mean in practical terms is better oversight, support, and personalized service for all ill and injured posted to the JPSU.

In addition, JPSU headquarters is undergoing reforms to its structure to prioritize the effort on transition services. These changes put in place a director of transition services to continue efforts to focus priority on transition programs and services.

My third priority is the creation of the Canadian Armed Forces transition group. As you are aware, in June 2017 the government introduced Canada's new defence policy of “Strong, Secure, Engaged”, setting out defence objectives for the next 20 years. Since it was released, we've been busy planning for a new transition group, which will be established over the next few years to provide professional, personalized, and standardized support to all Canadian Armed Forces members to seamlessly transition to post-military life and to ensure all benefits are in place before their transition, with particular attention paid to our ill and injured members. Support will also be provided to former veterans and their families to facilitate integration back into civilian life after service.

Professional support means a transition group that is adequately resourced, with personnel in place who are properly trained. It also means a deepening integration with Veterans Affairs Canada to provide more closely coordinated service.

Personalized means a needs-based approach, which tailors services to the individual and their family needs.

Finally, standardized means that the same services are available to every member of the military and their family, whether reserve or regular force, from Esquimalt to St. John's, as they experience transition.

This is an ambitious and complex undertaking that will take some time to build. However, in order to advance it, we will begin a trial this year in Borden, which will allow us to implement some new initiatives with an opportunity to test and adjust them prior to implementing them Canadian Armed Forces-wide.

Finally, tying these priorities together is an ongoing effort, a commitment to implementing continuous improvement while deepening integration with Veterans Affairs Canada. As transition is a shared responsibility between the Canadian Armed Forces and Veterans Affairs Canada, close coordination and integration between both departments is vital in ensuring a successful and seamless transition from military to civilian life. Together with VAC, we've made improvements and continue to improve programs and services, and we have introduced new programs and services that are more aligned between the two departments.

The goal is to better enable our people to successfully transition to civilian life through enhancing training and readiness, promoting recruitment and employment, and nurturing collaboration among those in the veteran employment community. This close collaboration is ongoing. For example, the Veterans Affairs Canada and Canadian Armed Forces seamless transition task force has been established to ensure early intervention, continuity in health care and support, and simplification of processes. This work includes, for example, advancing an integrated case management model, improving alignment between the departments' health benefits, and developing new transition tools focused on overall well-being.

In summary, my goal, the goal of the JPSU, and the goal of the future transition group is to ensure all members and their families are informed, prepared, and empowered to conduct a successful transition. Many of the pieces for a successful transition are already in place or being put in place. Timing, communication, and access to these pieces is in the process of being improved. New support services and programs are being put into place where required, and planning toward the stand-up of the transition group is under way. This stand-up will require a commitment of time and resources over the next few years, in particular men and women who are devoted to providing support to others in helping them achieve their transition goals. This commitment is of vital importance, as nothing is more important to the Canadian Armed Forces than the well-being of our people and their families.

Mr Chairman, thank you for the opportunity to appear today. I would be pleased to respond to any questions.

11:20 a.m.

Liberal

The Chair Liberal Neil Ellis

Thank you.

We'll start with Mr. McColeman for six minutes.

11:20 a.m.

Conservative

Phil McColeman Conservative Brantford—Brant, ON

Thank you, Chair, and thank you to the witnesses for being here today.

Before I begin questioning you, I want to make a comment, and that is how disappointed I am with the government members of this committee for voting down Bill C-378 last night. It was a non-partisan attempt to enshrine a military covenant—similar to what has been put in place in the United Kingdom, with all parties agreeing unanimously—for fairness, dignity, and respect, recognizing the special bond that veterans have—

11:20 a.m.

Liberal

Doug Eyolfson Liberal Charleswood—St. James—Assiniboia—Headingley, MB

Mr. Chair, on a point of order, is this comment relevant to the terms of reference of this meeting?

11:20 a.m.

Liberal

The Chair Liberal Neil Ellis

I don't see it as such.

11:20 a.m.

Conservative

Phil McColeman Conservative Brantford—Brant, ON

Are you ruling me out of order?

11:20 a.m.

Liberal

The Chair Liberal Neil Ellis

I just want to know where you're going with this.

11:20 a.m.

Conservative

Phil McColeman Conservative Brantford—Brant, ON

This is absolutely part of the transition survey. I would argue that it's completely in order, because this particular private member's bill is actually a non-partisan attempt to duplicate what the United Kingdom has done in a non-partisan way by putting into legislation the principles with which we should be treating veterans at all times, but in particular during their transition.