Evidence of meeting #25 for Veterans Affairs in the 44th Parliament, 1st Session. (The original version is on Parliament’s site, as are the minutes.) The winning word was contract.
A recording is available from Parliament.
4:30 p.m.
Liberal
Sean Casey Liberal Charlottetown, PE
Thank you very much, Mr. Chair.
In your responses to questions from Mr. Julian and Mr. Brassard, it appears that you now have some concerns over the sample size of the confidential survey. Has the union done a survey of its own that's more comprehensive?
4:30 p.m.
National President, Union of Veterans' Affairs Employees
We have done surveys previously, but not specifically in regard to this contract. We don't want to overburden the case managers right now. We're trying to help them, not hinder them.
4:30 p.m.
Liberal
Sean Casey Liberal Charlottetown, PE
Then is your account today based on anecdotal conversations and the confidential survey?
4:30 p.m.
National President, Union of Veterans' Affairs Employees
I wouldn't call them anecdotal.
4:30 p.m.
Liberal
Sean Casey Liberal Charlottetown, PE
What would you call them, if you don't have a scientific survey?
4:30 p.m.
National President, Union of Veterans' Affairs Employees
I don't have the surveys directly with me.
When we do surveys and we take those statistics to the department, they don't trust the information we've gotten from the case managers. These are directly from the case managers. We're not pulling this data out of ourselves. We're not making this up. These are through town halls, conversations, surveys and face-to-face meetings that I've had with case managers across the country.
4:30 p.m.
Liberal
Sean Casey Liberal Charlottetown, PE
Your preoccupation, expressed in your responses to questions from Mr. Brassard and Mr. Julian, didn't really enter into your thinking when you referred to and relied upon those surveys in your press release of July, 2022. Is that correct?
4:30 p.m.
Liberal
Sean Casey Liberal Charlottetown, PE
You thought enough of the department's confidential survey to issue a public statement about it in July. Is that right?
4:30 p.m.
National President, Union of Veterans' Affairs Employees
It's a document that the department put out, so, yes, we're going to reference it.
4:30 p.m.
Liberal
Sean Casey Liberal Charlottetown, PE
Yes. Okay.
You've mounted a public awareness campaign around this contract. Have you approached the Legion to see if they would join with you on concerns and critique of the contract?
4:30 p.m.
National President, Union of Veterans' Affairs Employees
We met with and talked to the Legion previously.
As you've noted, you'll have seen the Mercedes Stephenson story, in which the Afghanistan Veterans Association of Canada specifically joined and called for the removal of the minister due to his lack of work on this file.
4:30 p.m.
National President, Union of Veterans' Affairs Employees
I haven't specifically asked the Legion.
4:30 p.m.
Liberal
The Chair Liberal Emmanuel Dubourg
Thank you, Mr. Casey.
On behalf of the committee and myself, I would like to thank Ms. Vaillancourt, National President of the Union of Veterans' Affairs Employees.
I would also like to thank Mr. Toufic El‑Daher, National Executive Vice‑President of the same union who testified via videoconference.
Thank you for being with us today. I would also like to thank you for the services and the support that you provide to veterans.
Dear colleagues, we will take a two‑minute break in order to bring in the next six witnesses.
4:35 p.m.
Liberal
The Chair Liberal Emmanuel Dubourg
We will now resume the meeting with our second group of witnesses.
I will quickly remind you, witnesses, before speaking to please wait until I recognize you by name. If you are on video conference, please click on the microphone icon to unmute yourself.
I would like to remind you, members, to please address your questions through the chair. I would like you also to say who you would like to answer your question, because we have three people here and three on Zoom.
Now I'd like to welcome our witnesses. From the Department of Veterans Affairs, we have Steven Harris, assistant deputy minister, service delivery branch; Jane Hicks, acting director general, service delivery and program management; and Nathalie Pham, senior director, operational and strategic affairs.
On Zoom, from the Partners in Canadian Veterans Rehabilitation Services, we have Monsieur Gilles Chabot, chief operating officer, Lifemark; Ms. Tania Bennett, chief executive officer and executive sponsor, WCG Services; and Ms. Paulette Gardiner Millar, contract manager.
Let's start with the Department of Veterans Affairs. You have five minutes for your introduction, and after that we'll go to Zoom.
Mr. Harris, the floor is yours for five minutes or less.
4:35 p.m.
Steven Harris Assistant Deputy Minister, Service Delivery Branch, Department of Veterans Affairs
Thank you, Mr. Chair.
Good afternoon.
Thank you for the opportunity to provide this committee with an update on new rehabilitation services and case management services at Veterans Affairs Canada.
The military experience of every veteran is unique. Rehabilitation is a critical component for veterans who need additional support.
The rehabilitation program is designed to support veterans and their families in their transition to civilian life, at home, in their community and at work. The program provides personalized rehabilitation services designed to meet veterans' specific medical, psychosocial and vocational needs. It is one of the programs that provide benefits and services as part of veterans' overall case management plan.
Veterans Affairs case management services support veterans facing complex challenges. It's a collaborative process between the veteran and the case management team to identify needs, set goals, create a plan to help participants and achieve the highest level of independence, health and well-being.
Case management is and remains a core VAC service. In fact, we've made investments over the last two years to reinforce and expand case management practices, including through tools and processes and by reducing caseloads so case managers can meaningfully engage with veterans and their families.
Furthermore, the Government of Canada earlier this month confirmed $43 million in funding over three years to support these services. This funding will maintain the total number of frontline and back staff, including case managers, and will help improve the case manager-to-veteran ratio and the tools they use.
We also oversee the implementation of long-term initiatives, including the rehabilitation services and vocational assistance program and the renewal of case management, which will help reduce the workload for managers, particularly the administrative duties related to case management.
Currently, vocational rehabilitation is administered under one contract, while medical and psychosocial rehabilitation services are delivered through multiple providers through a second contract with Medavie Blue Cross. The expiry of the vocational rehabilitation services contract in December 2022 provided the department with an opportunity to improve upon the rehabilitation program and the way we deliver it.
Veterans Affairs Canada consulted the case managers, veterans and their families, industry experts and the Union of Veterans Affairs Employees throughout the renewal and contract implementation process. Their opinions, concerns and viewpoints helped us define the new provider's rehabilitation services delivery method.
Case managers and veterans have told us how they would like rehabilitation services to be delivered, and we have listened.
The current program delivery, with two distinct contracts, places a heavy administrative burden on case managers. Time is spent finding multiple providers for each veteran, educating them on the program, gathering reports and scheduling appointments. Case managers have identified that spending more time directly working with veterans and their families is a priority. A 2019 survey from the audit and evaluation of case management services reports that approximately 73% of case managers spend 50% or more of their time working on administrative tasks.
This new rehabilitation contract was awarded on June 30, 2021, to Partners in Canadian Veterans Rehabilitation Services, or PCVRS. It is a partnership between WCG International and Lifemark Health Group, which coordinates the administration of medical, psychosocial and vocational services to veterans and other eligible participants of the Veterans Affairs Canada rehabilitation program.
Having a single service provider means having rehabilitation-focused services that are coordinated, nationally consistent, quality-assured, performance-measured and include advanced technological supports.
These enhancements will improve the veteran experience and their well-being by offering a more holistic rehabilitation program wherein veterans have the best chance to achieve their goals and adapt successfully to life after service.
For the first time, veterans will be able to consult and print out a copy of their rehabilitation plan. They will also be able to submit requests for payment online, see the list of their upcoming rehabilitation meetings, and use a secure messaging system to communicate with their rehabilitation services specialist.
The new national contract aims to reduce the time case managers spend on administrative work. Case managers can instead spend time engaging with veterans on other supports that they may also need as part of their overall well-being.
Case management services and resources will continue as an essential service delivered to veterans and their families by case managers.
There is no job loss as a result of this contract. In fact, the commitment to case management is key for the minister, including his recent announcement of $43 million of additional funding for case managers.
Thank you.
I'd be happy to take your questions.
4:40 p.m.
Liberal
The Chair Liberal Emmanuel Dubourg
Thank you very much, Mr. Harris.
I will now turn it over to the representatives of Partners in Canadian Veterans Rehabilitation Services.
Open your mike. You have five minutes or less.
Please go ahead.
November 17th, 2022 / 4:40 p.m.
Tania Bennett Chief Executive Officer and Executive Sponsor, WCG Services, Partners in Canadian Veterans Rehabilitation Services
Thank you, Mr. Chair.
I am Tania Bennett, executive sponsor for Partners in Canadian Veterans Rehabilitation Services, or PCVRS. Joining me are my PCVRS colleagues: Gilles Chabot, who is a member of the PCVRS executive team, and Paulette Gardiner Millar, who is our dedicated contract manager. We're extremely pleased to be here today to share information related to this very important topic.
Partners in Canadian Veterans Rehabilitation Services is an innovative partnership, joining long-serving organizations in Canadian rehabilitation and vocational services. In fact, our partnership was created for one specific purpose, and that's to deliver high-quality rehabilitative care for veterans through services contracted by Veterans Affairs Canada in the rehabilitation services and vocational assistance program.
Our organization and our qualified health and vocational professionals from across Canada bring the knowledge and expertise to meet VAC's requirements for the program.
I'd like to tell you a little bit more about who we are. Our team has many years of experience providing a comprehensive range of evidence-based medical, psychosocial and vocational rehabilitation assessments and services across the country. We have deep experience working with veterans and we have developed tried and tested methods to deliver high-quality assessments and rehabilitation services that will help veterans transition to post-service life.
PCVRS is a mission-driven team with shared culture and values. We are committed to enabling veterans to live better lives through effective, personalized rehabilitative and vocational care. Our focus is on helping veterans and their families successfully transition to post-service life and to achieve their potential in all areas of well-being. We're on a mission to ensure that participants of the program achieve optimal levels of health, functioning and participation at home, at work and in their communities.
There are four key values for our foundation of care for veterans and their families. The values in our C-A-R-E or CARE model are compassion, access, respect and excellence.
Our approach puts veterans first. We show compassion for those we serve and build trusting relationships based on integrity and kindness. We remove barriers to access to services by providing a wide variety of in-person and virtual services in both English and French, and accessibility is embedded in our technology and our service delivery approaches.
PCVRS provides Canada-wide coast-to-coast coverage through a network of thousands of medical, psychosocial and vocational rehabilitation services professionals who provide services through in-person care as well as virtual options.
We provide and nurture an inclusive environment that is free from discrimination and that is respectful and considerate of the unique experience of each veteran, spouse, common-law partner or survivor. We have embedded gender-based analysis-plus principles into all aspects of our service to advance equality and inclusion for veterans of all backgrounds. We provide training for our team members to support specific veteran communities, including the indigenous veteran population.
We strive for excellence in all we do, and we'll collaborate as a partner to continuously improve the participant experience and to enhance rehabilitative outcomes.
Our Partners in Canadian Veterans Rehabilitation Services team has been created to achieve our mission to enable better lives for veterans. We take a “team around the participant” approach and we look forward to collaborating with VAC case managers to deliver our contracted services for the rehabilitation program. This is important, as we understand that case managers are the delegated VAC decision-makers for rehabilitation plans.
In closing, we are honoured to deliver a professional and supportive rehabilitation service for Canadian veterans. Veterans and their families deserve high-quality, accessible and inclusive health and well-being services, and that is what PCVRS is committed to delivering.
Thank you, Mr. Chair.
4:45 p.m.
Liberal
The Chair Liberal Emmanuel Dubourg
Thank you, Ms. Bennett.
As you know, we have another in camera meeting that is supposed to start at 5:20 p.m. By my calculations, that leaves us 30 minutes, and I want to give each party six minutes. Please let me know with whom you would like to share your time, if you so wish.
Mr. Richards, you have the floor.
4:45 p.m.
Conservative
Blake Richards Conservative Banff—Airdrie, AB
On a point of order, Mr. Chair, just so I'm understanding you correctly, you're going to allot each party one six-minute slot, and that's all? Will that be the entirety of the questions?
4:50 p.m.
Liberal
The Chair Liberal Emmanuel Dubourg
That's it exactly. It will be just one round of questions of six minutes each.
4:50 p.m.
Conservative
Blake Richards Conservative Banff—Airdrie, AB
If there are a few minutes remaining before the time scheduled for in camera business, can we divvy that up and give each party another minute or two, if need be?