Veterans Affairs committee  Hello. My name is Chantale Malette. The services that are offered through the VAC assistance service are mainly confidential, bilingual services, accessible via a 1-800 number and through the Health Canada phone line 24 hours a day 365 days a year. Mental health professionals a

Veterans Affairs committee  They are calling Ottawa. All the counsellors who answer the VAC assistance service are in Ottawa, so when the person dials the 1-800 number they will automatically have access to a mental health professional, who will verify the state of the client and refer them for face-to-face

Veterans Affairs committee  Normally, we can provide up to 20 hours, and most of the time that is sufficient. When we have situations that require more than 20 hours, we will certainly have a conversation with VAC regarding the required services, and we will normally provide the intervention that is needed.

Veterans Affairs committee  Yes.

Veterans Affairs committee  No. At this time, there's no way to do so because it would be very difficult to assess the person's condition and to get back in touch with the person. For the moment, the safest method is for the person to call the 1-800 number. A mental health professional will respond and imme

Veterans Affairs committee  We would refer to existing resources, for example OSISS. We work closely with them as well. If a veteran needed to speak with a peer, then we would use the services already in place.

Veterans Affairs committee  Maybe not within the hour, but we would certainly make the call right away, and we would either stay on the phone with this person or we would do frequent follow-ups during the evening. We would find out the best way to support this person at that time.

Veterans Affairs committee  It's never happened.

Veterans Affairs committee  We have actually hired more mental health professionals.

Veterans Affairs committee  When the client sees one of our counsellors, the counsellor provides a voluntary survey with questions regarding the services that the client has received. They provide the person with a pre-stamped envelope as well, so the person can send us the information, which is then shared

Veterans Affairs committee  Normally, a session is one hour.

Veterans Affairs committee  Yes.

Veterans Affairs committee  That's right. There needs to be an intervention that is provided to the client. Based on the intervention needed, the amount of sessions is decided.

Veterans Affairs committee  They will identify themself as either a veteran or former military member.

Veterans Affairs committee  Most of the time, yes, but if they can't or if they've just heard about us and don't know if they qualify for the service, we will ask questions of the person as to whether they have military life experience and if, at that point, they are regular members or former military.