Veterans Affairs Committee on Feb. 1st, 2022

[Frank Caputo, Conservative, Kamloops—Thompson—Cariboo, BC]

To any of the witnesses, what, in the eyes of the department, is an acceptable caseload level or the appropriate average caseload for a caseworker?

[Paul Ledwell]

If I could, Mr. Chair, I'll respond to that.

I know that we pay a lot of attention to the quality of care that's provided through our case managers. It's obviously measured in terms of numbers, but it's also measured in terms of the time they're able to spend. We hear from our own case managers that they feel that a level around 30 is probably acceptable; in fact, it's the industry standard. That's what they indicate to us.

[The Chair, Liberal, Emmanuel Dubourg]

Thank you, Mr. Ledwell.

Thank you, Mr. Caputo.

Now it's the turn of Mr. Wilson Miao for six minutes.

Please, go ahead.

[Wilson Miao, Liberal, Richmond Centre, BC]

Thank you, Mr. Chair.

I'm actually very new to this. It's my first term as an elected member, also in this committee.

I'm aware there were nine Veterans Affairs Canada service offices reopened after being closed more than 10 years ago. Taking into account the fact that demand had dropped due to the pandemic, how many veterans and family members sought service through these services since they reopened? Even if they are unable to go to these offices in person due to the pandemic, can veterans obtain services through these offices at the same time?

Thank you.

[Paul Ledwell]

Mr. Chair, thank you very much, member, for the question.

You're correct. We do have 38 Veterans Affairs offices and 31 transition centres located on Canadian air force bases across the country, so 69 unique locations from which our 188,000 clients are served.

Obviously, throughout this last period of time, none of those offices have been open during the pandemic, but the presence in those areas and the service toward veterans and their families in those locations has been essential to ensure that level of service is there virtually, that it is responsive and people are reaching out to veterans that we know may have needs and they are able to get a response very quickly.

We have, in all of those locations, very active frontline staff who are there to respond and to answer the needs of veterans. They are doing that from home locations and remote working, but they are doing that in the communities in which those veterans are living as well, so that presence is very important.

[Wilson Miao, Liberal, Richmond Centre, BC]

Thank you very much.

I'd like to share my time with my colleague, Mr. Casey, for his questions, if you don't mind.

Thank you, Mr. Chair.

[The Chair, Liberal, Emmanuel Dubourg]

Go ahead, Mr. Casey.

[Sean Casey, Liberal, Charlottetown, PE]

Thank you, Mr. Chair.

Thank you, Mr. Miao.

Did I understand you correctly, Mr. Ledwell, when you indicated that every single veteran that requires a case manager is assigned a case manager?

[Paul Ledwell]

That is correct.

[Sean Casey, Liberal, Charlottetown, PE]

Did I understand you correctly that the number of case managers has absolutely nothing to do with the backlog...?

[Paul Ledwell]

That is correct.

[Sean Casey, Liberal, Charlottetown, PE]

Just for the benefit of the committee, the case managers within Veterans Affairs are represented by a different union than the disability adjudicators. Is that right?

[Paul Ledwell]

For the most part, that's correct. Yes.

[Sean Casey, Liberal, Charlottetown, PE]

The projections that were provided to Mr. Caputo assume that the level of resourcing would be exactly the same as it is now through the period of the project, so that's through the calendar year. Is that right?

[Paul Ledwell]

That's right.

[Sean Casey, Liberal, Charlottetown, PE]

In fact, if you are given the approvals to add resources, that is your intention.

[Paul Ledwell]

If we are given more resources, that will certainly address those numbers and will allow us to bring that backlog down.

[Sean Casey, Liberal, Charlottetown, PE]

Can you give us some sense for the likelihood that you will in fact be allocated additional resources?

[Paul Ledwell]

It's difficult for us to say that, Member, very clearly. We certainly are making the case. I think the track record of investment around these resources, the understanding of the importance of it, as has been articulated by all members of this committee, and the past commitments to resourcing this particular need give us some hope, but we don't have the confirmation of resources yet, and that will only come through the budgeting process.

[Sean Casey, Liberal, Charlottetown, PE]

Thank you.

Is it still the case that of the entire budget within the Department of Veterans Affairs about 10% is used for salaries and overhead and 90% flows directly through to the veterans?

[Paul Ledwell]

The figure is actually less than that. Approximately 7% of the entire allocation is for administration and operations, and roughly 93% is there to support veterans directly.

[Sean Casey, Liberal, Charlottetown, PE]

Ms. Lantz answered the question perfectly, but to make it crystal clear, when we see funding lapsed that is earmarked to go directly to veterans, you do not have the discretion to take that funding, those monies, and allocate them to salaries.

[Sara Lantz]

No. They are absolutely safeguarded to ensure the funding is there for when the veteran comes forward and is eligible for that funding.

[Sean Casey, Liberal, Charlottetown, PE]

Thank you.

There was raised during the last election the prospect of streamlining Veterans Affairs benefits with the Department of National Defence. Is that an initiative currently being worked through within the department?

[Paul Ledwell]

There's active work with National Defence on coordinating the assurance that there are supports for those who are transitioning out of active service and becoming veterans, but there's nothing specific right now to look at the further alignment of those supports and resources in any formal way.