Fall 2012 Report of the Auditor General of Canada - Chapter 4: Transition of Ill and Injured Military Personnel to Civilian Life
VAC DETAILLED MANAGEMENT ACTION PLAN FOR OAG REPORT RECOMMENDATIONS (October 2012)

 

VAC Response as documented in Fall 2012 OAG Report

 

 

Brief Overview

 

Description of Final Expected Outcome/Result

 

 

Key Milestones

 

Office of Primary

Interest (OPI)

 

Expected Final Completion Date

 

4.23 OAG Recommendation as documented in Fall 2012 OAG Report: National Defence and the Canadian Armed Forces, and Veterans Affairs should streamline and automate their transition policies

and administrative processes to make it easier for ill and injured Forces members and veterans to access programs and services in a timely manner.

Agreed. Veterans have told us they want a more hassle-free system and the Department is committed to delivering this. Through the Transformation Agenda, all programs, policies, and business processes are under review. Measures to cut red tape, overhaul service delivery, and improve technology platforms mean that Veterans and their families will get faster, one-stop access

to information and support when they need it and

for as long as they need it. For example:

Service improvements have been implemented since 2010 in our ongoing effort to overhaul service delivery and reduce red tape for Veterans.

We are getting Veterans and their families the help that they need more quickly.

 

We are making it easier for Veterans and their families to interact with staff by ensuring they are provided with the most timely and up-to-date information through their media of choice – online, in-person or over the phone.

Veterans will experience more convenient access to information on VAC’s programs and services. They will also have greater access to assistance when applying for certain benefits.

As of May 2013, measures were undertaken to improve service delivery, cut red tape and improve technology platforms. For example:

 

-Veterans registered with My VAC Account, an online self- service portal, now have improved 24/7 access to VAC services.

 

- Veterans are receiving up- front grants for housekeeping and ground maintenance services under the Veterans Independence Program.

 

- Individuals in receipt of services under the Veterans Independence Program now have the option of receiving reimbursements through direct deposits.

Service Delivery Branch and Policy, Communications and Commemoration Branch

On track with Transformation Agenda 2011-

2016.

    Veterans now can visit any of Service Canada’s

600 points of service for information on

programs or help applying for benefits;

Effective July 16, 2012, Service Canada staff began providing general information on VAC’s programs and services. They also receive and verify applications and supporting documentation for disability benefits and the Veterans Independence Program.

With more points of service, Veterans will experience greater and more convenient access to information and assistance on VAC’s programs and services.

Veterans and their families

now have in-person access to more than 600 points of service across the country.

Service Delivery

Branch

Fully

implemented.

 

VAC Response as documented in Fall 2012 OAG Report

 

 

Brief Overview

 

Description of Final Expected

 

 

Key Milestones

 

Office of Primary

Interest (OPI)

 

Expected Final Completion Date

 

    80% of calls to the Department are answered within two minutes;

As of March 31, 2013, 81% of calls to the National Client Contact Network were answered within two minutes.

Wait times are non-existent to minimal.

Phone calls to our National Client Contact Network are now answered in less than two minutes.

Service Delivery

Branch

Fully implemented.

    benefits are being delivered faster; most disability benefits are processed within 16 weeks, 30% faster than before, and most rehabilitation applications are processed in two weeks or less, 50% faster than before; and,

As of March 31, 2013 the Department is within its service standards for processing rehabilitation applications and disability benefit first applications.

Veterans receive timely access to benefits

and services.

Most decisions on

rehabilitation cases and disability benefit first applications are now issued on time.

Service Delivery

Branch

Continuous

improvements to turn-around times.

VAC has enhanced My VAC Account , an on-line service that allows Veterans to:

o  access their account from mobile devices with internet access;

o  securely communicate with the Department;

o  submit and track the progress of their disability benefits application;

o  see that a decision has been made on their application even before a letter is mailed;

o  update their contact information;

o  change their direct deposit information; and

o  see a summary of their current services and benefits.

My VAC Account will continue to evolve to

meet the changing needs and expectations of Veterans. Future improvements include being able to complete and submit more applications and forms online and enhancements to the tracking of benefit applications.

Additional services available

through MY VAC Account. For example:

- Veterans can submit Health

Related Travel forms online.

- Veterans can track their disability benefits application.

-Veterans can securely communicate with the Department.

 

 

Online access to correspondence and decision letters by December 2014.

Service Delivery

Branch

Full

implementation by December

2014.

 

Continuous improvement as required.

On October 1, 2012, VAC launched My VAC Book, an online tool that provides Veterans with quicker and more convenient access to information on current programs, services and benefits.

Veterans can now customize their own booklet of information.

 

Policy, Communications and Commemoration Branch

Fully Implemented in October 2012. Continuous updates as required.


 

VAC Response as documented in Fall 2012 OAG Report

 

 

Brief Overview

 

Description of Final Expected Outcome/Result

 

 

Key Milestones

 

Office of Primary

Interest (OPI)

 

Expected Final Completion Date

 

(continuation) - benefits are being delivered faster; most disability benefits are processed within 16 weeks, 30% faster than before, and most rehabilitation applications are processed in two weeks or less, 50% faster than before; and,

A streamlined centralized mail initiative is being implemented so Veterans will no longer have to worry about which of the seven different addresses to send their mail.

With one address for the Department, it will be easier for Veterans to send their mail to a single location.

 

 

VAC employees are able to process the same information simultaneously.

Phase 1 of the Forms Conversion initiative (representing 95% of all forms) will be completed by December 2013.

 

Phase II and III will be implemented by March 2015.

Service Delivery

Branch

Phase 1 completed by December 2013.

 

Fully implemented March 2015.

    more avenues have been identified to support homeless Veterans.

VAC has identified a number of initiatives to help address homelessness within the Veteran population:

o  outreach activities to homeless veterans and veterans at risk;

o  outreach to community organizations that provide services to homeless individuals; and

o  a partnership with Human Resources and Skills Development Canada on a two-year pilot project to provide transitional housing and support services to homeless Veterans in Victoria, Calgary, Toronto, and London.

These initiatives help to shape future national development of service delivery and benefits that could help prevent homelessness among Canadian Veterans.

 

Community organizations are engaged to provide services to homeless Veterans.

Outreach activities commenced as of December

2009 will continue to occur.

 

The two-year pilot was launched in May 2012.

Service Delivery

Branch

Continuous improvement of services to homeless Veterans.

By March 2013, the Department will:

    review, revise and reduce the number of policies guiding the delivery of benefits. Policies will offer clear, modern-day solutions to Veterans’ needs and foster greater harmony related to the spectrum of health

care benefits available to serving and released

Canadian Armed Forces members.

Policies related to Treatment Benefits, the Rehabilitation Program, Financial Benefits, Disability Benefits, the Veterans Independence Program and Long Term Care have been reviewed and revised.

 

 

Renewal of remaining program policies is underway, reducing by half, the number of policies by 2013. As part of this process, VAC consulted

with DND to align programs, policies and benefits where possible within existing legislative and regulatory authorities.

Policies have been revised, consolidated

and simplified using a new standardized format and have been aligned with DND policies, where possible within existing authority.

As of March 2013, VAC policies related to Treatment Benefits, the Rehabilitation Program, Financial Benefits, Disability Benefits, the Veterans Independence Program and Long Term Care have all been reviewed.

Regarding alignment:

 

VAC and CAF have aligned their mental health service

Policy,

Communications and Commemoration Branch

Policy renewal

project fully implemented.

 

Continuous review and updating of policies as required.

 

VAC Response as documented in Fall 2012 OAG Report

 

 

Brief Overview

 

Description of Final Expected Outcome/Result

 

 

Key Milestones

 

Office of Primary

Interest (OPI)

 

Expected Final Completion Date

 

 

 

 

provider criteria. VAC continues to work with DND to provide more innovative

Mental Health services to CAF

members and Veterans.

 

 

To better support families,

VAC is working to broaden the role of the clinical care manager and complement as much as possible the role of the CAF Family Liaison Officer.

 

 

    better streamline and coordinate services through each of the 24 Integrated Personnel Support Centres so that injured and ill Canadian Armed Forces members and Veterans have faster, more seamless access to the benefits they need.

DND and VAC initiated joint reviews of Integrated

Personnel Support Centres operations in February

2011. To date the following site visits have been completed: Winnipeg, Wainwright, Calgary, Trenton, Petawawa, Ottawa and Victoria.

Injured and ill CAF members and Veterans

experience timely access to benefits and services through a streamlined, coordinated and consistent approach at Integrated Personnel Support Centres operations.

Site visits to be completed by

December 2013 include:

St. John’s, Cold Lake, Borden, Bagotville, Comox, Vancouver, Toronto, Moncton and

St. Jean- sur- Richelieu.

Service Delivery

Branch

Implemented as

of February

2011.

 

 

Fully implemented by December 2013.

The VAC/SISIP/DND Program Arrangement concerning Harmonized Rehabilitation Services was updated and approved in June 2012.

Medically releasing members and Veterans will benefit from clarification of roles and responsibilities of the three parties, enhanced communication and collaboration and elimination of gaps and duplication in services.

 

Service Delivery

Branch

Complete.

Program Schedules which outline the responsibilities of VAC and DND/CAF staff and how they work together, have been updated.

Clarity and consistency in case

management, transition and rehabilitation services provided by VAC and DND staff.

Program Schedules are

currently in the approval process.

Service Delivery

Branch

Fully

implemented by

October 2013.

 

VAC Response as documented in Fall 2012 OAG Report

 

 

Brief Overview

 

Description of Final Expected Outcome/Result

 

 

Key Milestones

 

Office of Primary

Interest (OPI)

 

Expected Final Completion Date

 

 

VAC works closely with the DND/CAF to ensure that CAF personnel and their families receive immediate help when serious or very serious illnesses/injuries or deaths occur. Guidance on providing this type of support is provided to staff through the Casualty Support Protocol. The Casualty Support Protocol is being reviewed and updated.

Seriously ill and injured CAF members and their families receive immediate and coordinated services and benefits from DND and VAC.

VAC Casualty Support Protocol Guidelines have been reviewed and updated as of December 2012.

Service Delivery

Branch

Complete.

 

Continuous review and updating as required.

VAC contributes to information sharing and participates in DND training events and conferences:

Scan Seminars;

DND Indoctrination Training;

DND IPSC Service Managers meetings;

CMP Professional Development briefings; and

CAF Case Manager meetings.

Enhanced information sharing and coordination of services between VAC and DND/CAF.

 

Service Delivery

Branch

VAC’s enhanced participation in DND events and seminars will continue.

    make it easier for individuals to be referred to the network of mental health clinics operated by Veterans Affairs Canada and National Defence; and,

National guidance and direction for referral to OSI

Clinics is under development.

Veterans, CAF members and their families have more timely access to OSI Clinics.

 

Service Delivery

Branch

June 2013

VAC staff complete Transition Interviews. If a risk is identified, a referral is made to the network of mental health clinics.

 

 

As of February 2012, staff have been using national standardized screening tools to better identify those at risk of unsuccessful reestablishment in civilian life and to ensure more timely access to services.

Those at risk of unsuccessful reestablishment are identified and referred for case management services.

As of February 2012, VAC staff

use a risk assessment tool to identify and support Veterans at risk of an unsuccessful reestablishment.

Service Delivery

Branch

Fully

implemented.

    further improve turnaround times to 12 weeks for disability benefit decisions.

As of March 31, 2013 the Department is within its service standard for processing disability benefit first applications.

Veterans receive timely access to benefits and services.

Most decisions on disability

benefit first applications are now issued on time.

Service Delivery

Branch

Continuous

improvements to turn around times.


 

VAC Response as documented in Fall 2012 OAG Report

 

 

Brief Overview

 

Description of Final Expected Outcome/Result

 

 

Key Milestones

 

Office of Primary

Interest (OPI)

 

Expected Final Completion Date

 

Agreed. Veterans Affairs Canada believes Veterans

have the right to access information that is clear and easy to understand. As part of the Department’s ongoing commitment to reach out to Veterans and their families:

    work has accelerated to simplify disability benefit decision letters, as well as those related to health care and home care benefits. This builds on work that began in 2009;

4.24 OAG Recommendation as documented in Fall 2012 OAG Report: National Defence and the Canadian Armed Forces, and Veterans Affairs should continue to simplify the language that explains the

support available to ill and injured Forces members and veterans and their families. They should ensure that the information is updated and communicated to staff and potential beneficiaries, as appropriate, using on-line tools such as the Benefits Browser.

The language in all decision letters will be easier to understand.

As of April 2013, 117 letters

were revised using plain language. These letters relate to Rehabilitation, Treatment and Disability Benefit decisions.

Service Delivery

Branch

Ongoing

commitment.

    by March 2013, Veterans and their families will find it easier to apply online for benefits and navigate the web site with the help of a new Benefits Browser that simplifies the process of gathering information about programs and policies;

 

    a similar type of Benefits Browser already is being used internally by staff to help them access relevant information online to serve Veterans more quickly;

VAC and the Office of the Veterans Ombudsman worked together to develop the easy-to-use Benefits Browser, another measure that is part of the “Cutting Red Tape for Veterans” initiative. Veterans and their families can find the Benefits Browser online at veterans.gc.ca. This new tool will make it faster and easier for Veterans to find out how VAC can help them.

More personalized information will be available at the Veterans’ fingertips and it can be accessed from anywhere in the world on a mobile device.

 

Policy, Communications and Commemoration Branch

Fully implemented.

 

Continuous review and updating as required.

    work is well under way to simplify forms and minimize the amount of paperwork that Veterans and families must submit; and,

Work is ongoing to simplify forms and reduce the paper burden for Veterans and their families.

 

VAC is converting 79 of its most common forms to a standardized simplified format and adopting the efficiencies of bar coding while employing the principles of plain language.

Simplified forms in plain language.

Sixteen consent forms were consolidated into one standardized form for all programs.

 

Forms for VIP Follow-up, Survivor Renewal and Educational Assistance are standardized and sent automatically to recipients.

Service Delivery

Branch

By December

2013 all 79 forms

will be converted.

 

Continuous improvement.

 

VAC Response as documented in Fall 2012 OAG Report

 

 

Brief Overview

 

Description of Final Expected Outcome/Result

 

 

Key Milestones

 

Office of Primary

Interest (OPI)

 

Expected Final Completion Date

 

    in cooperation with National Defence, the Canadian Armed Forces, and other service partners, the Department also will continue to attend events and information sessions across the country to share clear information on benefits and services with Veterans, still- serving personnel and their families.

VAC remains committed to communicating with men and women in uniform, Veterans and their families to provide information on the full suite of benefits and services available to them through the New Veterans Charter (NVC).

 

VAC will also continue to work with CAF partners on initiatives such as Integrated Personnel Support Centres to help ensure “one-stop service” and access to information in a timely manner for ill and injured CAF personnel and their families. These centres are key to our outreach efforts at CAF locations across the country.

Enhanced reach to Veterans, still-serving personnel and their families.

 

Men and women in uniform, Veterans and their families will have an improved and more accurate understanding of VAC services and benefits available to them.

 

Veterans and others who are in receipt of benefits and those who may be eligible will be more comfortable contacting the Department to apply for benefits and services.

Ongoing participation at Second Career Assistance Network (SCAN) Seminars fall

2012 - spring 2013 is occurring. (40 SCAN seminars are currently scheduled)

 

Ongoing participation at CAF Professional Development days, pre-deployment briefings, briefings to Senior Leadership – Fall 2012- Spring

2013.

Policy, Communications and Commemoration Branch

VAC attended the sessions scheduled in Fiscal Year 2012-

2013 and will continue to participate in future sessions.

4.28 OAG Recommendation as documented in Fall 2012 OAG Report: National Defence and the Canadian Armed Forces, and Veterans Affairs should ensure that their databases contain reliable

information about Forces members and that Canadian Armed Forces and Veterans Affairs processes are managed to facilitate the timely and efficient sharing of authorized information.

Agreed. Sharing information internally and with

the Canadian Armed Forces through a secure electronic environment is a key initiative under the Department’s Transformation Agenda:

    in 2012, the service number that individuals receive when they join the military has become the standard way to identify those who later apply for Departmental benefits. This will make it easier to track the benefits and services Veterans receive over their lifetime, leading to better continuity of care, accurate information sharing and better privacy safeguards.

Since April 2012, a new process was implemented at all VAC service delivery points, whereby Veterans are asked for their service number as a “first identifier.”

Veterans are able to use their military

service number (a number easily remembered post service) to identify themselves at VAC service delivery points.

 

Service Delivery

Branch

Complete.

    the switch to electronic records already is under way. To date, more than two million pages of Veterans’ files have been scanned.

6.6 million pages of service health records have been scanned as part of the Service Health Records at Library and Archives Canada project.

Having service and health records available electronically allows for: quicker processing of applications, simultaneous review of files by multiple users and easier retrieval of supplementary information.

All health records will be received electronically.

Service Delivery

Branch

March 2015

 

VAC Response as documented in Fall 2012 OAG Report

 

 

Brief Overview

 

Description of Final Expected Outcome/Result

 

 

Key Milestones

 

Office of Primary

Interest (OPI)

 

Expected Final Completion Date

 

    in July 2012, the electronic transfer of still- serving members’ files began at two Canadian Armed Forces Bases. Already, the positive results from these pilots suggest that the national roll-out to another 21 Bases may conclude well ahead of the scheduled completion date of 2015.

 

    by 2015, or before, the time to transfer records will drop from seven weeks to one week, further accelerating the decision- making process so that Veterans receive faster access to benefits.

The Pilot to electronically transfer files was a success. The process has now been implemented at two Bases and four Detachments. Two other Bases are in the process of implementation.

 

As part of this process, over 600,000 pages of information have been electronically disclosed between the Canadian Armed Forces and Veterans Affairs Canada.

The time to transfer health records from the Department of National Defense to Veterans Affairs Canada will drop significantly.

 

 

All health records to come from CAF

electronically.

 

Service Delivery

Branch

Pilot Project completed in January 2013.

 

Full implementation by March 2015.

4.33 OAG Recommendation as documented in Fall 2012 OAG Report: National Defence and the Canadian Armed Forces, and Veterans Affairs Canada should develop and implement policies and

processes for coordinating the delivery of services to Forces members and veterans at the Integrated Personnel Support Centres.

Agreed. Already, staff from Veterans Affairs

Canada, National Defence and the Canadian

Armed Forces work side-by-side to support up to

1,300 injured and ill CAF members and Veterans who contact the national network of 24 Integrated Personnel Support Centres each month.

In partnership with the Department of National Defence, VAC has more than 100 staff working side-by-side with DND staff in 24 Integrated Personnel Support Centres to provide care and support to help transition members and their families form military to civilian life.

As a result of initiatives taken in January

2011, improved coordination and consistency for the delivery of services to Canadian Armed Forces members and Veterans at the Integrated Personnel Support Centres.

 

Service Delivery

Branch

Complete.

Operational guidelines for the Centres already are

in place. As of October 2011, Integrated Transition Plans are offered to all severely injured and ill personnel (not all of whom accept the offer). The role of the Veterans Affairs Case Manager is well established in this process.

A Memorandum of Understanding and Program

Arrangements exist between DND and VAC to support the governance and operation of the Integrated Personnel Support Centres. Related Program Schedules outlining the roles and responsibilities of VAC and DND staff are being finalized to guide the interactions between VAC and DND at the service delivery level.

Improved coordination and consistency for the delivery of services to Canadian Armed Forces members and Veterans at the Integrated Personnel Support Centres.

As of October 2011, Integrated Transition Plans were offered to all severely injured and ill personnel.

Service Delivery

Branch

Full implementation by October 2013.

 

VAC Response as documented in Fall 2012 OAG Report

 

 

Brief Overview

 

Description of Final Expected Outcome/Result

 

 

Key Milestones

 

Office of Primary

Interest (OPI)

 

Expected Final Completion Date

 

Since the first Centres were launched in 2009, all partners have learned a great deal about how best to support those who are injured and ill. In 2013, the best practices that have been developed will

be used to fully implement a set of common business processes and practices across the network. This will further streamline and coordinate the delivery of programs and services to all those who seek support.

Integrated Transition Plans were introduced in November 2011 by DND/CAF to provide career transition support for ill and injured CAF personnel.

 

 

VAC and CAF continue to strengthen working relationships and to consult on shared cases.

 

 

Integrated Transition Plans are currently being completed for complex cases.

Integrated Transition Plans for ill and injured personnel will support improved transition from military to civilian life.

 

Improved collaboration between

Canadian Armed Forces and VAC.

 

Service Delivery

Branch

March 2014

Joint Integrated Personnel Support Centre reviews by VAC and DND are ongoing: results will inform best practices and streamlining of processes.

Clarity and consistency of services across the Integrated Personnel Support Centre network.

 

Service Delivery

Branch

March 2014

4.41 OAG Recommendation as documented in Fall 2012 OAG Report: In consultation with Veterans Affairs Canada, National Defence and the Canadian Armed Forces should evaluate how the new

Career Transition Support Policy affects ill and injured member’s reintegration into civilian life.

Agreed. Up to six months before release, Veterans

Affairs Case Managers, in collaboration with National Defence and the Canadian Armed Forces, help releasing member access services. This early intervention gives members and their families the ability to transition from the military to civilian life as seamlessly as possible. Once released, Veterans may qualify for the Veterans Affairs Canada’s Rehabilitation Program, where the focus is on assessing their needs, rehabilitating them to the fullest extent possible, and then linking them with vocational rehabilitation experts who can help them prepare for a meaningful civilian career.

The updated Program Arrangement between VAC, DND and SISIP was approved in June 2012 and requires the engagement of all three parties working with the releasing CAF member. The Program Arrangement reflects the obligations of all three parties to co-ordinate, consult, and share information on shared cases.

Clarification of roles and responsibilities of the three parties, enhanced communication and collaboration, and elimination of gaps and duplication in services to medically releasing members and Veterans.

 

Service Delivery

Branch

Complete.

VAC will work in support of DND/CAF’s evaluation

of the new Career Transition Support Policy.

DND/CAF Career Transition Support Policy is evaluated.

 

Policy, Communications and Commemoration Branch/Service Delivery Branch

November 2013

 

VAC Response as documented in Fall 2012 OAG Report

 

 

Brief Overview

 

Description of Final Expected Outcome/Result

 

 

Key Milestones

 

Office of Primary

Interest (OPI)

 

Expected Final Completion Date

 

Veterans Affairs Canada also is working with the business community and various not-

for-profit organizations to create more employment opportunities for releasing and former Canadian Armed Forces members.

VAC is working with not-for-profit organizations and the business community to create more employment opportunities for Veterans and to provide the employment support they need as part of a successful transition from the military to a civilian career.

 

VAC has partnered with the Canadian arm of the Building and Construction Trades Department, American Federation of Labour and Congress of Industrial Organizations (AFL-CIO) to bring the Helmets-to-Hardhats program to Canada to assist those seeking employment in the construction industries.

 

VAC is also working with organizations who seek to support Veterans in their civilian endeavors, such

as the True Patriot Love Foundation, to foster understanding of, and support, the current needs of Veterans in the civilian job market.

Veterans have the career opportunities and employment support they need as part of a successful transition from the military to a civilian career.

Numerous initiatives to support and enhance the hiring of Veterans have been undertaken. For example:

Hire A Veteran; Helmets to Hardhats; Network with partners and corporate Canada; and Development of a website.

Service Delivery

Branch

Ongoing commitment.

Veterans Affairs Canada will continue to assist and

support National Defence and the Canadian Armed Forces, as appropriate, in their efforts to further assess if the Career Transition Support Policy is, in fact, meeting the requirements of ill and injured personnel.

To follow up on the 2011 study findings, VAC, the

Canadian Armed Forces and Department of National Defence are again partnering with Statistics Canada to repeat these studies. To be completed in 2014, the new studies will have an added emphasis on Canadian Reservists, as the transition experience of this population is not well understood.

As this work is conducted in partnership

with the DND/CAF it promotes the concept of seamless transition from military to civilian life

 

Policy,

Communications and Commemoration Branch

March 2014


 

VAC Response as documented in Fall 2012 OAG Report

 

 

Brief Overview

 

Description of Final Expected Outcome/Result

 

 

Key Milestones

 

Office of Primary

Interest (OPI)

 

Expected Final Completion Date

 

4.53 OAG Recommendation as documented in Fall 2012 OAG Report: Veterans Affairs Canada should clarify and communicate the roles and responsibilities of all parties involved in the case

management service. It should develop and implement a department-wide quality management system for this service

Agreed. The ability to monitor and measure the success of the case management function is a priority for the Department and a cornerstone of the Transformation Agenda. To strengthen support to Veterans with more complex needs:     roles and responsibilities have been clarified

for VAC’s client service team members. As

business processes and Veterans’ needs evolve, roles and responsibilities will continue to be adjusted and communicated to all those involved in the case management process;

Roles and responsibilities for key front-line positions were completed in January 2012.

A new organizational structure was announced in

May 2013.

 

 

These changes will result in less duplication, improved efficiency and better service delivery. Roles and responsibilities reflecting the change in reporting relationships will be adjusted, clarified and communicated to staff.

VAC staff clearly understand and function within their roles and responsibilities.

 

Service Delivery

Branch

Full implementation by December

2013.

    Veterans enrolled in the Rehabilitation Program have faster access to benefits that are part of their case plan now that Case Managers have been empowered to make more decisions without additional approvals;

 

    processes and standards are in place to give all case-managed Veterans more access to their Case Manager;

Case Managers received delegated decision- making authority for benefits and services under the Rehabilitation Program in June 2011.

Veterans in the Rehabilitation Program receive timely access to required services and benefits.

 

Service Delivery

Branch

Complete.

New mobile technologies are being introduced to allow VAC Case Managers to remotely access the VAC network while conducting home visits with Veterans and their families.

Case Managers are able to respond to questions, provide Veterans with relative information and make live updates to electronic records.

Pilots commenced in two sites in July 2012.

Human Resources and Corporate Services Branch

March 2014

A call-transfer business process is in place to ensure that Veterans are able to access front-line staff, as necessary. A new “Intelligent Call Exchange” System is also being piloted in ten sites (Phase I) to improve upon established processes and provide Veterans with immediate access to a Case Manager.

Veterans have more direct access to their

Case Manager.

Pilots completed December

2012.

Service Delivery

Branch

Complete.

    national training and learning tools are in place and more are planned for 2012-2013; and,

A national training plan on suicide intervention, addictions and the rehabilitation program is in place. Training has commenced.

Staff knowledge and skills development is enhanced, leading to improved safety, well-being and service delivery to Veterans.

New tools are in place by

December 2013.

Service Delivery

Branch

Training and

learning will be ongoing.

 

VAC Response as documented in Fall 2012 OAG Report

 

 

Brief Overview

 

Description of Final Expected Outcome/Result

 

 

Key Milestones

 

Office of Primary

Interest (OPI)

 

Expected Final Completion Date

 

    national monitoring processes will be reviewed and adjusted, as needed, to continue to ensure that case management is delivered as intended.

The case management accountability framework has been updated based on the development of new service standards.

 

 

National Workload Intensity Tools ensure case management is being delivered as intended.

Case management services are delivered consistently and in accordance with national standards.

Workload Intensity Tools were implemented nationally in February 2012.

Service Delivery

Branch

Complete.

A quality assurance framework, which encompasses local and national performance monitoring, will be developed.

 

 

Service Delivery

Branch

March 2014

4.59 OAG Recommendation as documented in Fall 2012 OAG Report: National Defence and the Canadian Armed Forces, in cooperation with Veterans Affairs Canada, should continue to improve its

support for the transition to Veterans Affairs of ill and injured Forces members, particularly reservists.

Agreed. In collaboration with National Defence

and the Canadian Armed Forces, work is ongoing to:

- provide ill or injured members with immediate

and ongoing support through all stages of recovery, rehabilitation.

- offer Transition Interviews to releasing Regular and Reserve Force members, and their families, and encourage them to attend; and,

- provide medically releasing members or those who have not been able to successfully transition with timely access to Veterans Affairs Canada’s Rehabilitation Program.

Releasing Regular and Reserve Force members,

including their families, are encouraged to participate in a Transition Interview.

 

As of February 2012, staff have been using national standardized screening tools to better identify those in need of immediate support.

In cooperation with DND/CAF, VAC has improved support for ill and injured Canadian Armed Forces members.

 

 

The number of transition interviews provided will increase.

 

 

Referrals for case management and VAC’s Rehabilitation Program will occur in a timely manner.

 

Service Delivery

Branch

Complete.

 

 

 

 

Continuous monitoring.

In 2013, the Department:

    will collaborate with National Defence and the Canadian Armed Forces to examine options to further improve systematic post-release

follow-up; and,

In collaboration with DND/CAF, VAC will explore options to further improve post-release followup.

Post-release follow-up mechanism(s) will be determined.

 

Service Delivery

Branch

December 2013

 

VAC Response as documented in Fall 2012 OAG Report

 

 

Brief Overview

 

Description of Final Expected Outcome/Result

 

 

Key Milestones

 

Office of Primary

Interest (OPI)

 

Expected Final Completion Date

 

    in collaboration with National Defence and the Canadian Armed Forces, will partner with Statistics Canada to conduct research on the transition experience of former Reservists. This is a follow-up to the 2011 Life After

Service Study that included an increased focus on Reservists, in addition to Regular Force Veterans. Going forward, these research findings will add to the Department’s understanding of how to design, implement and deliver policies, programs and business processes that best meet the needs of ill and injured personnel, including Reservists.

The Reserve Study is a multi-year data linkage and survey project, undertaken by three partners:

VAC, DND and Statistics Canada.

The Reserve Study is a Life After Service Study that will measure the well-being of released Reserve Force personnel after transition to civilian life (in terms of health, disability and determinants of health).

 

Policy, Communications and Commemoration Branch

Final Report

March 2014.

4.62 OAG Recommendation as documented in Fall 2012 OAG Report: Veterans Affairs Canada should publicly communicate performance against service standards.

Agreed. By May 2013, the Department will

formally post, on the Department’s web site, its performance against all published service standards for the 2012-2013 fiscal year. These results will be updated every year.

Service standards have been posted to the

Departmental website.

Performance against all published service standards for 2012-13 will be made available on the departmental web site.

Performance against published service standards will be posted by July 2013.

Human Resources and Corporate Services Branch

July 2013

4.66 OAG Recommendation as documented in Fall 2012 OAG Report: Veterans Affairs Canada should improve its client and expenditure forecasting for the New Veterans Charter programs.

Agreed. As part of the Action Plan to improve the

accuracy of client and expenditure forecasting, the

Department has, and will continue to:

  expand partnerships and consultation with National Defence and the Canadian Armed Forces to source all possible data relevant to forecasting methodologies;

A partnership between VAC and DND at the working level has been established. A working group is being formalized, including VAC participation from the Statistics and Research Directorates.

More data is collected and shared

between VAC and DND for forecasting and program purposes, contributing to the quality of forecasts.

Data sharing was implemented in June 2012.

Human Resources and Corporate Services Branch

Continuous data sharing will occur on a quarterly basis.

 

VAC Response as documented in Fall 2012 OAG Report

 

 

Brief Overview

 

Description of Final Expected Outcome/Result

 

 

Key Milestones

 

Office of Primary

Interest (OPI)

 

Expected Final Completion Date

 

    validate forecasting assumptions and methodologies through an independent third party; and,

A contract with KPMG has been established to conduct the third-party validation of the Annual Forecast process.

The Department’s annual forecasts, and related assumptions and methodologies, are validated by a third party. Staff leverage the findings to look for gaps or areas for further improvements.

DND’s first biannual data on CAF members was received in April 2012.

Human Resources and Corporate Services Branch

Complete.

    continue to partner with National Defence, the Canadian Armed Forces, and Statistics Canada on a series of research projects to better understand the transition experience of both Regular and Reserve Force members. This follow-up to the 2011 Life After Service Study will include data on the overall Veteran population, not just those who are in receipt of Departmental benefits, allowing for a broader understanding of Veterans’ health and wellness over their life time. In addition, the current study will place increased emphasis on Reservists, a group making up about 50% of Canada’s overall Veteran population.

For any new authorities throughout the year, the department collaborates with the Office of the Chief Actuary who attests to the department’s estimates on costs.

New costing going forward is reviewed and attested by the Office of the Chief Actuary.

Next meeting of the VAC-DND Steering Committee to discuss a priority list for additional data will be held in June 2013.

Policy, Communications and Commemoration Branch

Collaboration has commenced and will continue.

A Letter of Agreement was signed with Statistics

Canada and data collection is in progress.

Improved understanding of the transition experience of Reserves, and the health, disability, determinants of health of Reserves compared to Regular Force and the general population.

Report with summary of findings prepared for March

2014.

Human Resources and Corporate Services Branch

March 2014

4.73 OAG Recommendation as documented in Fall 2012 OAG Report : National Defence and the Canadian Armed Forces, together with Veterans Affairs should update the joint steering committee’s

terms of reference to specify its authority, responsibility and accountability.

Agreed. By March 2013, Veterans Affairs Canada

will collaborate with National Defence and the Canadian Armed Forces to review the terms of reference for the committee to ensure clear delineation of committee authority, responsibility and accountability.

A new governance structure was completed and

approved.

Revised terms of reference for the

Steering Committee including the new name change and a more specific governance structure.

 

Service Delivery

Branch

Complete.

 

VAC Response as documented in Fall 2012 OAG Report

 

 

Brief Overview

 

Description of Final Expected Outcome/Result

 

 

Key Milestones

 

Office of Primary

Interest (OPI)

 

Expected Final Completion Date

 

4.74 OAG Recommendation as documented in Fall 2012 OAG Report: For each approved joint priority, the steering committee should establish measurable objectives and specific timelines for

completion, It should prepare an annual report to the Deputy Ministers and Chief of Defence Staff summarizing progress achieved against the joint priorities.

Agreed. In 2011, the joint steering committee identified objectives and timelines for seven priorities: continuity of care; transition management; transfer of electronic Canadian Armed Forces personnel records; a joint mental health strategy; outreach, consultation and engagement; commemoration; and research. These priorities continue to evolve as progress is achieved and new plans are developed.

In 2013, National Defence and the Canadian Armed Forces, and Veterans Affairs Canada will begin working together to deliver an annual report to the Deputy Ministers and Chief of the Defence Staff that updates the progress achieved against these joint priorities and establishes work for the coming year. This reporting requirement will be included in the revision of the committee's terms of reference, which is to be completed by March

2013.

The document on joint priorities for 2012-2013 was developed and approved by VAC and DND.

 

Key Priorities identified were:

1.     Continuity of Care- Harmonization of

CAF/VAC policies and programs;

2.    Electronic Health Records Transfer;

3.     Approve the Family Support Strategy;

4.     Mental Health; and

5.     Research – Military and Veterans

At the June 19, 2012 VAC/CAF Steering Committee meeting, the 2012/2013 joint priorities were updated to better reflect the target area, target date, deliverables and OPI.

 

This new format will be used for the priorities for 2013/2014.

 

Service Delivery

Branch

Complete

 

VAC Response as documented in Fall 2012 OAG Report

 

 

Brief Overview

 

Description of Final Expected Outcome/Result

 

 

Key Milestones

 

Office of Primary

Interest (OPI)

 

Expected Final Completion Date

 

4.80 OAG Recommendation as documented in Fall 2012 OAG Report: To inform the future direction of their respective income support and vocational rehabilitation programs, the Canadian Armed

Forces and Veterans Affairs Canada should conduct a joint analysis of costs and benefits (including tracking outcomes), of each department operating similar programs

Agreed. With the introduction of the New Veterans Charter in 2006, additional rehabilitation support became available to Canadian Armed Forces Veterans, some of whom may not previously have qualified for such support through the Service Income Security Insurance Plan – Long Term Disability. In 2013, Veterans Affairs Canada will collaborate with the Canadian Armed Forces

to explore the costs and benefits – including

outcomes – of operating income support and vocational rehabilitation programs that may serve different groups of individuals but that offer similar outcomes. In undertaking this exercise, Treasury Board Secretariat guidance will be sought. The findings will inform the future direction of the two programs.

VAC is beginning to enter into discussions to engage the Treasury Board Secretariat and the Department of National Defence to determine the best way forward on this analysis.

 

 

Policy, Communications and Commemoration Branch

Ongoing commitment.