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1 - 22 of 22
Add a filter on Committee Evidence - CIMM-45
Committee Evidence - CIMM-45
2016-12-13
Dory Jade - 16:22
Lib. (ON)
Julie Dzerowicz (Davenport)
2016-12-13 16:22
...More
Okay. Thank you.
The next question is to both of you.
I'm interested in language at the call centre. When I talk about language, it's not just the different languages and the availability of people to respond, which I don't think we have. I see this with my own mother. She's been here for almost 40 years. Her English is excellent, but she won't understand what someone has said to her.
As quickly as you can, I would love to get your thoughts on your experience with the call centre and the level of how we respond to the questions and the information that we receive, because there are different levels of English.
I'll start with you, Ms. Rico.
...Less
Call centres
Government services
Immigration and immigrants
Languages
Modernization
Person-to-person communications
Service delivery
Loly Rico - 16:23
Borys Wrzesnewskyj - 17:13
CPC (ON)
Bob Saroya (Markham—Unionville)
2016-12-13 17:13
...More
Thank you so much, Mr. Chair.
Both of you were here in the last hour as well. If you listened to the whole thing, you know it's a human factor. People, clients, come to the MP's office because we treat them as humans, we sympathize with them, we listen to them, and we act and react.
Do you think we have a disconnect at the call centre? The clients would look like something like this, for example, while the management and the call centre people may be different. They don't understand that side of the equation. What can be done to take some of the burden away from the MP's office?
...Less
Call centres
Government services
Immigration and immigrants
Members' parliamentary offices
Modernization
Person-to-person communications
Service delivery
Richard Kurland - 17:14
David Nurse - 17:15
CPC (ON)
Bob Saroya (Markham—Unionville)
2016-12-13 17:15
...More
With regard to the cost analysis, the IRCC spends huge money out there.
If both of you were the immigration minister for the day, the week, or the month, what changes would you bring to the table for call centres or.... You understand things from both sides.
What would you do, David? Let's start with you.
...Less
Call centres
Government services
Immigration and immigrants
Modernization
Person-to-person communications
Service delivery
David Nurse - 17:16
Add a filter on Committee Evidence - CIMM-44
Committee Evidence - CIMM-44
2016-12-08
Jenny Kwan - 16:52
Lib. (ON)
Julie Dzerowicz (Davenport)
2016-12-08 16:52
...More
You mentioned that some significant changes have been made in the Montreal call centre, that you have given more latitude to the front-line workers, that there's been a change in attitude, and that there's better morale. I just want to acknowledge that, and I want to say thank you. I think we're all anxious to make sure that works well.
That said, I know you've gone out and done the human-centred design feedback loop. Have you actually gone to the front-line workers, taken groups of them, and asked them, for instance, “How is it that you can help? What are your thoughts?” I know that when I'm not happy at a customer service thing, I'm yelling, pretty much, and I don't like that, but they must get it all the time. What feedback have they given, and how have you integrated that into improvements?
...Less
Call centres
Government services
Immigration and immigrants
Modernization
Person-to-person communications
Public consultation
Service delivery
Michelle Lattimore - 16:53
Julie Dzerowicz - 16:58
Lib. (ON)
Ali Ehsassi (Willowdale)
2016-12-08 16:58
...More
Thank you.
If we could go to back to what I would say is the favourite topic today, the hotline, as I understand in the previous exchange.
First of all, when was that hotline set up? What year was it?
...Less
Call centres
Government services
Immigration and immigrants
Modernization
Person-to-person communications
Service delivery
Robert Orr - 16:58
Robert Orr - 16:59
Lib. (ON)
Ali Ehsassi (Willowdale)
2016-12-08 16:59
...More
If I'm not mistaken, you've heard from everyone here that the hotline is very frustrating. It appears, truthfully, that the people who are operating it really see no need to actually assist and to make things more simple for us. I think you were talking about how the department did actually attempt to fix things several years ago, but there were challenges. Is that correct?
...Less
Call centres
Government services
Immigration and immigrants
Modernization
Person-to-person communications
Service delivery
Robert Orr - 16:59
Lib. (ON)
Ali Ehsassi (Willowdale)
2016-12-08 16:59
...More
For the call centre, the department itself wanted to make improvements—
...Less
Call centres
Government services
Immigration and immigrants
Modernization
Person-to-person communications
Service delivery
Robert Orr - 16:59
Add a filter on Committee Evidence - ACVA-24
Committee Evidence - ACVA-24
2016-10-06
Gary Walbourne - 16:05
Lib. (ON)
Bob Bratina (Hamilton East—Stoney Creek)
2016-10-06 16:05
...More
With regard to a concierge, we have veterans scattered all over the country. Could there be a virtual concierge service, or would certain particular centres across the country be where that service would be available?
...Less
Government services
Internet
Medical discharge from armed Forces
Person-to-person communications
Service delivery
Transition programs
Veterans
Gary Walbourne - 16:06
Lib. (ON)
Bob Bratina (Hamilton East—Stoney Creek)
2016-10-06 16:07
...More
One of the possible investments could be the apparatus in various remote locations to allow for the interaction to take place.
...Less
Government services
Internet
Person-to-person communications
Remote communities
Service delivery
Veterans
Gary Walbourne - 16:07
Lib. (ON)
Bob Bratina (Hamilton East—Stoney Creek)
2016-10-06 16:07
...More
How do you get input from veterans? Obviously, you do. Are you in regular contact with veterans, and how do they get in touch with you?
...Less
National Defence and Canadian Armed Forc ...
Ombudsman
Person-to-person communications
Service delivery
Veterans
Gary Walbourne - 16:07
Add a filter on Committee Evidence - ACVA-21
Committee Evidence - ACVA-21
2016-09-22
Neil Ellis - 16:59
NDP (ON)
Irene Mathyssen (London—Fanshawe)
2016-09-22 16:59
...More
Thank you, Mr. Chair.
We've been talking about family as client and family as advocate. I wonder if you have any insights or advice with regard to veterans who don't have that family network. How are they supported? Is there something that VAC should be doing in terms of making absolutely sure that this lone veteran is supported?
...Less
Bureaucracy
Department of Veterans Affairs
e-Government
Families and children
Operational Stress Injury Social Support
Peer support
Person-to-person communications
Service delivery
Veterans
Debbie Lowther - 17:00
Nora Spinks - 17:05
NDP (ON)
Irene Mathyssen (London—Fanshawe)
2016-09-22 17:05
...More
Thank you. I think that's an important recommendation, and it leads me to ask what other recommendations you would make. We're writing a report. What would be your top recommendation?
...Less
Bureaucracy
e-Government
Families and children
Person-to-person communications
Service delivery
Veterans
Neil Ellis - 17:06
Add a filter on Committee Evidence - ACVA-18
Committee Evidence - ACVA-18
2016-06-13
Walter Callaghan - 18:24
NDP (ON)
Irene Mathyssen (London—Fanshawe)
2016-06-13 18:25
...More
Is your third case manager someone you still interact with?
...Less
Person-to-person communications
Public Service and public servants
Service delivery
Veterans
Walter Callaghan - 18:25
NDP (ON)
Irene Mathyssen (London—Fanshawe)
2016-06-13 18:26
...More
As part of a case manager's duties, would the protocol be that you must indicate and be able to show that you have contacted each of your clients on a regular, monthly or bi-monthly, basis?
...Less
Person-to-person communications
Public Service and public servants
Service delivery
Veterans
Walter Callaghan - 18:26
NDP (ON)
Irene Mathyssen (London—Fanshawe)
2016-06-13 18:26
...More
Email?
...Less
Person-to-person communications
Public Service and public servants
Service delivery
Veterans
Walter Callaghan - 18:26
Walter Callaghan - 19:38
Lib. (ON)
Neil Ellis (Bay of Quinte)
2016-06-13 19:39
...More
There's a second part to this question: were you at one time allowed to email or contact your caseworker directly? Has it always been the case that you've gone to the 1-800 number, or has that just shifted in the last...?
...Less
Person-to-person communications
Public Service and public servants
Service delivery
Veterans
Walter Callaghan - 19:40
Add a filter on Committee Evidence - ACVA-17
Committee Evidence - ACVA-17
2016-06-09
Alupa Clarke - 11:29
Lib. (ON)
Neil Ellis (Bay of Quinte)
2016-06-09 11:30
...More
I have a follow-up question to Anne-Marie.
You gave us some numbers, 280 and 60. How do you attempt to find veterans? I know myself that if I don't want to be found, you're not going to find me. Do you keep calling? If you're concerned, do you actually send somebody out and knock on the veteran's door and say, “We're here”?
...Less
Person-to-person communications
Service delivery
Veterans
Anne-Marie Pellerin - 11:31
Lib. (ON)
Neil Ellis (Bay of Quinte)
2016-06-09 11:31
...More
If that goes unanswered, do you still look?
...Less
Person-to-person communications
Service delivery
Veterans
Anne-Marie Pellerin - 11:31
Lib. (ON)
Neil Ellis (Bay of Quinte)
2016-06-09 11:31
...More
Quickly, do you have a percentage of veterans whom you just can't find once they leave?
...Less
Person-to-person communications
Service delivery
Veterans
Anne-Marie Pellerin - 11:31
Lib. (ON)
Neil Ellis (Bay of Quinte)
2016-06-09 11:32
...More
If you have that information, would you be able to send it to the committee, to the clerk?
...Less
Person-to-person communications
Service delivery
Veterans
Anne-Marie Pellerin - 11:32
Neil Ellis - 12:38
NDP (ON)
Irene Mathyssen (London—Fanshawe)
2016-06-09 12:38
...More
Thank you very much.
I have two questions. First, and this is to VAC, do case managers have the authority to inform veterans of possible services and benefits that they may qualify for, even if the veteran hasn't put in an application? Is there a policy for case managers to review veterans' files and look for additional benefits if those have been overlooked?
...Less
Person-to-person communications
Public Service and public servants
Service delivery
Veterans
Elizabeth Douglas - 12:38
Add a filter on Committee Evidence - ACVA-12
Committee Evidence - ACVA-12
2016-05-12
Michael L. Blais - 12:37
NDP (ON)
Irene Mathyssen (London—Fanshawe)
2016-05-12 12:37
...More
When we send our young men and women into combat to Afghanistan or into peacekeeping, there's a great sense of the country doing something quite remarkable, but then when they come back broken, that's a human tragedy.
Were those responsible for looking after military personnel unprepared? Did they underestimate what it would mean to try to put back these lives and these families...?
...Less
Person-to-person communications
Public Service and public servants
Service delivery
Veterans
Work-based training
Michael L. Blais - 12:38
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