Veterans Affairs Committee on March 23rd, 2026

[Sean Casey, Liberal, Charlottetown, PE]

The fifth recommendation was as follows: “That VAC acknowledge the gaps in its initial case manager communications strategy and specify which of the responsibilities will be transferred to PCVRS’ specialists.” Have you done that?

[Jane Hicks]

Yes.

[Sean Casey, Liberal, Charlottetown, PE]

This was the sixth one: “That VAC hire more permanent case managers to limit the number of cases assigned to each case manager to a maximum of 25.”

[Jane Hicks]

Go ahead, Nathalie.

[Nathalie Pham, Director General, Field Operations, Department of Veterans Affairs]

Madam Chair, since 2016 VAC has had temporary resources added to case management. As of today, we have not reached 25:1, but we're getting closer to 25:1.

That is the situation right now. We do have additional resources, temporary resources, to support case management.

[Sean Casey, Liberal, Charlottetown, PE]

Thank you, Ms. Pham.

I'll go to the next recommendation: “That VAC ensure that the conditions offered to providers registering with PCVRS will support the retention of health care professionals who have experience with the unique services provided to veterans.”

[Jane Hicks]

We have seen a significant growth in the provider network with the PCVRS contract. There are approximately 15,000 clinicians in the network at this point in time.

[Sean Casey, Liberal, Charlottetown, PE]

This was the next recommendation: “That VAC specify the mechanisms that will allow it to oversee the implementation of the rehabilitation program management contract, and to ensure the quality of services delivered by PCVRS and its providers.”

[Jane Hicks]

VAC has a robust quality performance and quality assurance framework in place to oversee the management of the contract.

[Sean Casey, Liberal, Charlottetown, PE]

I'll go to the ninth recommendation: “That VAC provide the Committee with a comprehensive update on the impacts of the rehabilitation contract awarded to PCVRS by November 2023.”

[Jane Hicks]

That was completed and submitted to the committee.

[Sean Casey, Liberal, Charlottetown, PE]

Thank you.

The final recommendation was as follows: “That the Office of the Veterans Ombud be asked to publish a report in one year’s time on the [effects] the contract has had on veterans, VAC employees and service providers.”

[Jane Hicks]

The ombudsman has not published a report, but that is not within the purview of my responsibilities.

[Sean Casey, Liberal, Charlottetown, PE]

When you're accused of not fulfilling any of the 10 recommendations, in summary, how would you respond?

[Jane Hicks]

We have fulfilled the recommendations. There have been numerous improvements since we were last at committee. We've provided additional training and information to case managers and communications to veterans. We've worked extensively with PCVRS to improve the contract in place.

[Sean Casey, Liberal, Charlottetown, PE]

Thank you.

How much time do I have?

[The Chair, Liberal, Marie-France Lalonde]

You have two minutes.

[Sean Casey, Liberal, Charlottetown, PE]

Thank you.

On February 23, we heard from one panel of witnesses in connection with this study, and there were several items that were raised in that testimony. I trust that you've all had an opportunity to review it. I'd like to raise some of these things.

I'm going to stay with you, Ms. Hicks, but feel free to invite others to chime in. If there are specific things that were said on February 23 that you wish to address, just ignore my question and go ahead and do it.

I'm going to start with the testimony that was offered by a psychologist, Dr. Bernard, with Institut Alpha. He maintained that continuity of care should be the cornerstone of the program.

Could you respond to that?

[Jane Hicks]

Continuity of care is really important as part of the rehabilitation program. Based on the relationship that we have with veterans, case managers take the information that we have and provide it to PCVRS, to the rehabilitation service specialists. That information is then provided to the rehab service professionals to build the rehabilitation plan.

I'll turn it over to my colleague at PCVRS, Madam Chair, if that is okay.

[The Chair, Liberal, Marie-France Lalonde]

You have 30 seconds.

[Sylvie Bourgeois, Medical Director, Mental Health, Partners in Canadian Veterans Rehabilitation Services]

The continuity of services includes coordination of services. When participants are referred to the rehab program, we, through various assessments, are conscious of their circle of care and their existing providers. More so, we try to understand what these providers are doing in order to see where rehab-focused care fits. For some, it may be in parallel, where these providers will remain, while rehab-focused providers will come—

[The Chair, Liberal, Marie-France Lalonde]

Dr. Bourgeois, I'm so sorry, but I have to be fair to everybody. I sincerely apologize.

The next person will be addressing you in French, so make sure, for those of you who do not have the pleasure of knowing our two official languages, that you have the little earpieces.

Madame Gaudreau, you have six minutes.

[Marie-Hélène Gaudreau, Bloc, Laurentides—Labelle, QC]

Thank you, Madam Chair.

I'll continue on the topic of care.

Earlier, I heard mention of training. I don't know which witnesses could explain what specific training employees receive in order to become service providers.

[Sylvie Bourgeois]

Thank you for your question.

We have two categories of providers: rehabilitation specialists and professionals who provide rehabilitation care. In addition to ensuring that providers are carefully selected, we offer mandatory training.

[Marie-Hélène Gaudreau, Bloc, Laurentides—Labelle, QC]

Excuse me, but I'd like to understand what makes this training program unique. My question is: Does the training cover military culture, among other things?