Veterans Affairs Committee on March 10th, 2020

[Gen (Ret'd) Walter Natynczyk]

First, I wish to express condolences to the family of the constable. This was a very tragic situation. In the fall of 2017, Minister Regan stood in the House and indicated we would not be providing support to any family member who was incarcerated in a federal institution. We changed the policy at the time, at the government's direction, so that if anyone were incarcerated anywhere, be it in a municipal or provincial institution, it would take a higher level of oversight to approve that. I'll have to confirm whether we can actually share information with regard to support, but my understanding is that, with that direction from the minister, we stopped all support.

[Phil McColeman, Conservative, Brantford—Brant, ON]

That's not true.

[The Chair, Liberal, Bryan May]

Mr. Fillmore.

[Andy Fillmore, Liberal, Halifax, NS]

Thank you, Minister, for joining us today, and thanks to the team as well for being here.

If I may speak for the committee for a brief moment, I'd like to to pass on congratulations to your retiring Assistant Deputy Minister Doiron for a great career of public service. Thank you for that.

I wanted to ask about the veteran identification card. This is a program that was deleted under the previous Conservative government. As a result of some good intentions on the part of the team at Veterans Affairs, and a petition originating from two veterans in Halifax, Gus Cameron and Ben Broome, they helped to reinstate the veteran ID card.

Could you provide a bit of an update on the rollout of the card, any details around uptake and the reaction from veterans' communities to the return of this really important piece of ID that veterans carry with them?

[Lawrence MacAulay, Liberal, Cardigan, PE]

It's so important that veterans apply for this card. It makes it much easier to access benefits and identify them. We understood the importance of this card. We invested $1.5 million in additional money in order to make sure this would take place. We encourage veterans across the country to apply for the card. It identifies them for who they are, which is so vitally important.

[Andy Fillmore, Liberal, Halifax, NS]

Do you have any details on the uptake, the number of cards that have been issued?

[Lawrence MacAulay, Liberal, Cardigan, PE]

What numbers do we have?

[Gen (Ret'd) Walter Natynczyk]

Part of the military culture is that when you're in uniform, your ID card is near and dear to your heart. If you ever lose it, you have to report to the military police and get another card right away. As part of the veteran identity, one's own personal identity, the ID card is absolutely key, and the fact that the ID card is maintained during the transition from active service to becoming a veteran softens that transition. Over and above that, there are a number of pluses. Whether you're flying or travelling by rail or going wherever, the ID card is quite helpful to the family.

That is just to say that when we changed the policy and reintroduced the NDI 75—and that's the acronym, National Defence Identification 75—not only did we reinstitute it for those who were releasing, but then in a second phase, we backdated that to when the policy changed. I believe that was in February of 2016. Then we actually went another step and went all the way back to whoever was in service.

Again, a veteran is defined as someone who has completed basic training and is honourably released. As for the ID card, now to answer the question, tens of thousands have now applied. We know that in Canada we have in the order of 600,000-plus veterans, and the door is open to all of them.

We also want to encourage them to open up a My VAC Account, because they can apply, whether they are in downtown Toronto or in the hinterland way up north. If they have access to the Internet, they can create their My VAC Account and apply for their ID card online. It's accessible across the entire country.

[Andy Fillmore, Liberal, Halifax, NS]

We still have a few minutes, I think.

You made a good segue there to the My VAC Account. I wonder if you might be able to touch on the rollout of that program and the uptake. The questions are similar but are in regard to that program.

[Lawrence MacAulay, Liberal, Cardigan, PE]

I appreciate that.

My VAC Account is so important. We now have over 110,000 veterans on the My VAC Account. We're trying to digitize the system to make it easier to deal with and simplify all the processes to make sure we can deal with everything, including the backlog, which is a big issue.

Of course, digitizing and making sure you're in on this account mean so much when you're dealing with Veterans Affairs Canada. You get the response back a lot quicker. Everything works much easier when you do that. I think we have made great progress as 110,000 have now joined. We encourage anybody out there to please join because it's so important, so efficient for the department and much better for the veteran.

[Andy Fillmore, Liberal, Halifax, NS]

Those two programs, the veteran's NDI 75 and the My VAC Account, from what I hear in my veterans community in Halifax, have gone a tremendous distance in re-engaging the veterans community after a period of unfortunate disengagement from the federal government.

I can see the benefits every day when I speak to the veterans. Thank you for that re-engagement and for reconnecting, not just with veterans who previously had been engaged but also with all of the veterans who had never engaged before and who are now seeing the benefits of engaging in this program.

[Lawrence MacAulay, Liberal, Cardigan, PE]

Thank you. When the veterans feel engaged, it's so important. Whether you're travelling or you're in the line or you're a veteran going through security, so many areas recognize this card and it will just continue to be more recognized in this country.

Without a question, it's so important, and I appreciate it because we want people to have the card. We want people to be in the My VAC Account. It makes it much easier and much better service for everybody.

Thank you.

[The Chair, Liberal, Bryan May]

Thank you very much.

MP Desilets, go ahead for six minutes, please.

[Luc Desilets, Bloc, Rivière-des-Mille-Îles, QC]

Good morning, Minister. Thank you for being here today.

My question has to do with a concern I think all of us around the table share—actually, I'm sure we all do. I'm talking about access to services.

Even though I don't have a lot of experience, my sense is that veterans face the same challenge as users of the health care system in terms of gaining access to services. In other words, once a person enters the system, they can access the services they need. The money seems to be there, in my humble opinion. In fact, these are sizable amounts. However, my question remains the same. Even if the problem can't be solved outright, what can be done to improve access to services, whether it be by adding resources or funding?

[Lawrence MacAulay, Liberal, Cardigan, PE]

Thank you very much.

Of course, in terms of its being appropriate funding, there's seldom ever enough funding. We can always use more funding, but you're right that a lot of funding has been added. A few years ago $10 million was added to it, and a lot of new programs were put in place.

But I think you're referring to the backlog. Of course, that is unacceptable, and we're working very hard in order to bring that under control. As was said in the previous conversation, if we can digitize, get people online, reduce the paperwork, simplify the application, that all helps. The simple fact is that sometimes when a veteran fills in the application, if one thing is missing that's vital to the application, it means it has to go back. That means a delay. There are so many things that cause the backlog, and it's most unfortunate for the veteran. We want to make sure they have all the services they can. There are a number of services added to it, for example the education fund. A number of things have been added.

Do you want to elaborate?

[Gen (Ret'd) Walter Natynczyk]

As the minister indicated, the My VAC Account has been key. The way we've set up the program is that the application must be complete when it's entered into the system. One of the challenges happens when people put in a paper application. Often the application is not fully completed.

I just wonder if Rick Christopher, who is responsible for this, could add to it.

[Rick Christopher, Director General, Centralized Operations, Department of Veterans Affairs]

Yes.

We have a lot of problems on the application side. If the signature is the only part of the application the veteran completes before mailing it in, the application is still accepted.

We then have to follow up with the veteran numerous times, and if they aren't available, their claim is put on hold.

Conversely, My VAC Account is very useful because the system won't let the person move on to the next step without providing the necessary information.

What's more, because it is easier to file a claim, the number of claims has gone up.

[Gen (Ret'd) Walter Natynczyk]

I would add that we are opening nine offices across the country, as well as another office in Surrey, British Columbia. We are setting up another outreach clinic to serve northern and Arctic communities. Plus, we've partnered with people to help veterans fill out all the forms.

When I was in Vancouver last week, a staff member there had received a problematic application. It was missing information, just as Mr. Christopher described.

Even after we sent another form to the veteran's physician, the information was still incomplete. All of that delays processing.

[Luc Desilets, Bloc, Rivière-des-Mille-Îles, QC]

Can't the problem be tackled in other ways?

As I understand it, the money is being invested, but is it possible to find expertise elsewhere?

Do any of the G7 countries have a similar or declining backlog?

[Lawrence MacAulay, Liberal, Cardigan, PE]

Yes, and we are. We deal with other countries right around the world. We deal with our allies, and we compare the process we use here with other countries around the world. That's why we have some of the changes that are in place.

One of the biggest examples was that, in the My VAC Account, if the application has to be complete before it will be accepted, it means that time is not wasted. The fact is that when a veteran fills out the application and signs it, as is indicated, we accept it. But if it's not complete, we have to go back. Phil asked why the backlog is there, and that's part of why. There are so many things we are working on to make sure that we don't.... We want to get the applications processed so that we can supply the benefits to the veterans.

There are quite a number of new programs for veterans that are vitally important to them. Number one is helping the veteran when he leaves the military and becomes a civilian. That is a big transition, so we want to make sure we have as many programs in place as we can to see that person become a valuable member of society. As you're well aware, the military has met basically every walk of life, and they have every expertise. Our responsibility as a government, and yours as a committee, is to make sure we have these people upgraded if need be, because industry needs them and society needs them.

We want to make sure they have a good life when they come out, and that's part of what I have to try to do.

[The Chair, Liberal, Bryan May]

Thank you, Minister.

We'll go to MP Blaney for six minutes, please.

[Rachel Blaney, NDP, North Island—Powell River, BC]

Thank you for being here with us today, Minister.

Of course, I want to say thank you again for coming out to visit us in Comox on the 10th of February, when we celebrated the amazing plane of reconciliation project. I want to recognize the late Captain David Freeman, who spearheaded that project and wanted to acknowledge indigenous veterans in the area. It's just a beautiful plane in that area. Thank you again for supporting that project.

The wait times are a huge concern for me, and I'm happy to hear that they are for you as well. In fact, we've heard again and again from the Office of the Veterans Ombudsman, from department staff and from veterans themselves that this is the biggest issue and the issue that keeps coming up over and over again.

When I look at the supplementary estimates, it looks to me as though there's a bit of a transfer from the VAC operations to other programming. I understand the value of programming, and I think whenever we can give resources to the veterans, that's really important. However, I'm concerned about the fact that the wait times are a challenge. If you're taking money from operations and moving it to programming, I'm wondering how that is a strategy to address the wait times.

[Lawrence MacAulay, Liberal, Cardigan, PE]

Thank you very much, number one, for your thank you. It's a privilege to be out there and it's a privilege to be able to thank the indigenous people and the service that they give. That was a very touching ceremony, I will tell you for sure.

On your question, the veteran and family well-being fund is something that has been used more than anything else, and it's been more successful and more appreciated by the veterans community than many other things we have done. Of course, there are a limited amount of funds in this program. There was a lot of comparing and deciding what would be done, and the decision was made that we would put $1.8 million extra into that. There was only $3 million in it.

[Rachel Blaney, NDP, North Island—Powell River, BC]

Thank you, Minister, but really it's the backlog I want to touch on. I think you said the wait time can be up to 32 weeks.

[Lawrence MacAulay, Liberal, Cardigan, PE]

Yes.