Veterans Affairs Committee on Dec. 5th, 2022

[Lawrence MacAulay, Liberal, Cardigan, PE]

Thank you very much.

I think you're aware that we announced a program of $140 million. When veterans come forward with mental health problems, they can access the funding immediately. This is so important. When you deal with the issue right off, it's so important. Six thousand veterans have signed up and 1,500 are actually getting funds from this $140-million asset. It's quite important.

If you deal with the problem as soon as you can, there's a better chance of fixing the problem. That's what we feel.

[The Chair, Liberal, Emmanuel Dubourg]

Thank you, Minister.

Thank you, Mr. Samson.

Mr. Desilets, you have the floor for six minutes.

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

Thank you, Mr. Chair.

Minister, I just want to clarify something regarding the remarks you made an hour ago. You said that the employee who had offered a veteran medical assistance in dying was a service agent, not a case manager. Is that in fact what you said?

[Lawrence MacAulay, Liberal, Cardigan, PE]

Go ahead.

[Paul Ledwell]

She was a service agent.

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

All right.

Minister, I'll ask you another question since you're here.

Under these votes, you're requesting $43.1 million to extend the contracts of temporary employees. Here in the committee, we suggested that you hire permanent employees. As you can understand, in a period of employment uncertainty such as the one we're now in, it's always preferable to have permanent employees because there's a good chance we can retain them longer.

You said you partly agreed with our recommendation. Can you tell me why you only agree in part.

[Lawrence MacAulay, Liberal, Cardigan, PE]

Thank you very much, Mr. Desilets.

My responsibility is to make sure we have the people in place to serve the veterans in as timely a way as possible. That's what I have done. That's why we have the extra funding for the caseworkers. It's to make sure they continue doing what they do.

As you're fully aware, we're on the right path, but we haven't gotten there yet. We need to reduce the backlog to the national standard. We will do that by next summer, but it's a task. We have to make sure we do it.

You're also fully aware, I know, that we implemented a lot of programs. You fully agreed with those programs. They're vitally important to veterans, too.

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

I'll put the question do you in a different way.

Don't you think that permanent positions would be more attractive than temporary positions such as the ones we currently have.

You may answer with a yes or a no, as in the House.

[Lawrence MacAulay, Liberal, Cardigan, PE]

Thank you very much, Mr. Desilets.

As you know and as I indicated, my responsibility is to make sure we have the people in place to serve the veterans when they need to be served. That is what I will continue to do.

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

You'd make a good politician.

Mr. Harris, on October 27, 2020, you stated that the department's objective would be to reduce the claims backlog to 5,000 by March of this year. The minister presented something else earlier, but the only figures we currently have aren't at all trending in that direction. We aren't talking about 8,500 pending claims today, but rather 10,144.

What's your reaction? What's going on? Are you short of funding? Is predictability the problem?

[Steven Harris]

The backlog is now 8,600 claims.

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

Where did you get that number? We have none of that in—

[Steven Harris]

The figures on our website aren't always up to date. To be more precise, the total as of today is 8,653 claims.

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

That's as of today.

[Steven Harris]

Yes.

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

If that's the case, that's fantastic, except that we have a problem: we're working with the figures we have at our disposal, and what you're saying is absolutely inconsistent with the figures we currently have.

Do you think the idea that one day there might be no claims backlog is realistic?

[Steven Harris]

That will never happen because our service standard is to process 80% of claims within 16 weeks. There are reasons for that. There are some very complex cases, and there may be delays in gathering information. Consequently, some claims will always take more more than 16 weeks to process.

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

You'd like to reduce the backlog to 5,000 claims. You assume that the number of claims will remain the same over time, don't you?

[Steven Harris]

We prepare estimates, but the number of claims may fluctuate. We always monitor the number of monthly and yearly claims very closely to ensure that we have enough people to meet estimated needs. We always encourage veterans to submit claims to us as soon as they can.

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

I have no reason to doubt that, but, if the backlog is 8,500 claims, does that mean you've received fewer claims in recent weeks and months? There has to be some consistency in the number of claims in order to maintain that number. Have there been fewer claims?

[Steven Harris]

There haven't been fewer claims. We have more people processing them. Consequently, the number of decisions made has risen, which has reduced the backlog.

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

Explain something to me.

You cited a service standard of 80% of claims. Why that percentage?

In the medical system, and even in teaching, where I used to be, people strive for high but realistic standards and objectives. If a 100% standard isn't realistic, what would have to be done to achieve it? After all, we want to get better.

[Steven Harris]

The goal is to reach 100%. Two years ago, we were able to make a decision within 16 weeks in only 30% of cases. In the last quarter of the year, we hit 60%. Consequently, we're improving, but we still have a lot of work to do. We've made a lot more decisions, which will help us meet our 80% service standard.

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

Thank you very much.

[The Chair, Liberal, Emmanuel Dubourg]

Thank you, Mr. Desilets.

Now, for the last question, I'd like to invite Ms. Rachel Blaney for six minutes or less.

Go ahead, please.