Veterans Affairs Committee on Nov. 17th, 2022

[The Chair, Liberal, Emmanuel Dubourg]

Yes, and reply in 15 seconds, please.

[Jane Hicks, Acting Director General, Service Delivery and Program Management, Department of Veterans Affairs]

There has been significant consultation over the past 18 months. We've had a series of consultations with employees. We've had six town halls over the last 18 months with representation of anywhere between 400 and 800. We've also had communiqués with veterans through “Salute!” magazine. We've had consultations with stakeholders—

[The Chair, Liberal, Emmanuel Dubourg]

Thank you, Ms. Hicks.

[Jane Hicks, Acting Director General, Service Delivery and Program Management, Department of Veterans Affairs]

Thank you, Mr. Richards—

[Blake Richards, Conservative, Banff—Airdrie, AB]

I know that Ms. Vaillancourt from the union is in the back of room shaking her head, so it seems to me that you have some work to do to repair the relationship there.

[The Chair, Liberal, Emmanuel Dubourg]

Thank you, Mr. Richards. Your time is over. It has been six minutes.

Mr. Darrell Samson on Zoom, you have six minutes, please.

[Darrell Samson, Liberal, Sackville—Preston—Chezzetcook, NS]

Thank you, Chair.

Welcome to all of the witnesses here with us here today. I will start with the department.

Very quickly, we heard testimony earlier from the union that there has been no consultation with case managers through this process. Can you quickly share a little feedback on that?

[Jane Hicks]

Yes. There's been consultation.

First of all, as we started the implementation period, we set up a series of working groups that had members from the union from various groups, and they've been involved in forming the implementation process. We've also have six town halls.

Most recently, we had six Q-and-A sessions for case managers with about 450 participants in the week of October 31 to share information and provide feedback.

We've also set up a portal for case managers to answer any of their questions. We've had over 300 questions responded to that they've shared with us over the past 12 months.

That gives you a sense of some of the consultation.

[Darrell Samson, Liberal, Sackville—Preston—Chezzetcook, NS]

Thank you.

Mr. Harris, you talked about case managers' workloads and the administrative tasks they had prior to this contract. Can you speak about that? What do you feel would be a percentage of administrative work they were doing then that would not have to be done now?

[Steven Harris]

Thanks for the question.

A case manager's role involves much more than just the rehabilitation program. They are the linchpin of contact for veterans working with the department in terms of re-establishment and rehabilitation. The rehabilitation program is just one.

Within the rehabilitation program, however, they were tasked with a whole host of administrative responsibilities in terms of coordinating appointments and finding service providers and others, which they will not have to do. They will not have to chase reports to be able to help serve and support their veteran clients. In this case, when a contract goes into place, it will be a significant reduction in the administrative elements of what they're responsible for.

[Darrell Samson, Liberal, Sackville—Preston—Chezzetcook, NS]

Thank you, Mr. Harris.

The union seemed to indicate that in their opinion it was the same job that caseworkers are doing and what the new company will be doing. Would you agree with that? Is it the same mandate?

[Steven Harris]

No.

[Darrell Samson, Liberal, Sackville—Preston—Chezzetcook, NS]

Thank you.

This is a new company, of course, that's been contracted out. I understand that veterans would have access to 9,000 individuals to support them. Can you expand on that, please?

[Tania Bennett]

Thank you for the question.

Mr. Chair, I think it would be great if Gilles could provide our response on behalf of PCVRS.

[Gilles Chabot, Chief Operating Officer, Lifemark, Partners in Canadian Veterans Rehabilitation Services]

Thank you very much, Mr. Chair.

We have in excess of 9,000 practitioners across the country who have experience in providing rehabilitation services. Some of these clinicians who work with us directly include physiotherapists, occupational therapists, psychologists, physicians, chiropractors, massage therapists, kinesiologists, social workers, clinical counsellors and vocational professionals.

We have over 20 years of experience in providing comprehensive rehabilitation services to Canadians, including veterans, across Canada.

We also have over 600 physical locations to help support and provide access for our veterans. We have an extensive affiliate network as well.

[Darrell Samson, Liberal, Sackville—Preston—Chezzetcook, NS]

I'm sorry, Mr. Chabot, but did you say 600 locations would be available?

[Gilles Chabot]

That is correct.

[Darrell Samson, Liberal, Sackville—Preston—Chezzetcook, NS]

Can you give us a quick rundown for each province, just general numbers? You don't have to be exact, but just give us an idea.

[Gilles Chabot]

I don't have that at my fingertips, but I would be very happy to provide a breakdown for you.

[Darrell Samson, Liberal, Sackville—Preston—Chezzetcook, NS]

Is there representation nationally right across the country?

[Gilles Chabot]

That is correct, yes.

[Darrell Samson, Liberal, Sackville—Preston—Chezzetcook, NS]

Okay. You were talking about the 9,000 we have access to. How would veterans access those services?

[Paulette Gardiner Millar]

I think I can take that question.

After the VAC case manager confirms eligibility, then the referral would come over to PCVRS at that point. The veteran will be assigned an RSS, a rehabilitation service specialist. We'll do the initial assessment to determine what the barriers are and what the needs are, and then the participant, the VAC case manager and the RSS will work together to build the rehabilitation plan.

If there are any consultations required in order to do that—medical assessments, vocational assessments and so on—those will be provided and then worked into the decision-making in terms of moving forward. At that point, if everybody agrees on the rehabilitation plan, then the care will be provided to the veteran.

[Darrell Samson, Liberal, Sackville—Preston—Chezzetcook, NS]

The veteran will be involved in developing that plan with the company, so they will have a direct line? Can you expand on that just a bit?

[Paulette Gardiner Millar]

Well, the veteran is the centre of everything we're doing. We certainly need to involve them in understanding their specific individual needs, and they need to be engaged in all the planning—as does, if the veteran chooses, their family, so that we're best serving their all-around needs.