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Results: 1 - 18 of 18
View Alupa Clarke Profile
CPC (QC)
Your document points out that veterans’ family members do not necessarily have easy access to the department’s case managers. This committee has, on several occasions, come across that problem of family members’ lack of access to case managers. Does that complaint come up often?
View Alaina Lockhart Profile
Lib. (NB)
Both of you bring really interesting perspectives, and I hope we get to touch on both as we continue.
Mr. Callaghan, I would like to thank you for your service to begin with, and also for articulating so easily all of the things that we have been talking about over the last little bit.
If I had check boxes, you kind of hit a lot of them when we're talking about service delivery, paperwork being one. With regard to receiving a letter, for instance, when there's a change in your benefits, or notification that you're not going to receive benefits, do you think it would be helpful if you had one-on-one contact with a case manager or what have you, to walk you through this process, rather than receiving documentation in the mail?
View Alaina Lockhart Profile
Lib. (NB)
So for you this could have gone much better had you been able to meet with your case manager either by phone or personally, to walk through what the decision was and to talk about what future benefits you were eligible for. Is that fair to say?
View Alaina Lockhart Profile
Lib. (NB)
Maybe we could fix that. Not knowing creates a tremendous amount of anxiety as well. I can appreciate that.
View Irene Mathyssen Profile
NDP (ON)
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?
View Neil Ellis Profile
Lib. (ON)
View Neil Ellis Profile
2016-06-13 19:39
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...?
View Irene Mathyssen Profile
NDP (ON)
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?
View Alaina Lockhart Profile
Lib. (NB)
What about resources for guiding soldiers and veterans through this process? Are the resources there for them to get the personal touch as they try to work through this process, or are they on their own?
View Alaina Lockhart Profile
Lib. (NB)
Then if they are assigned a case manager, let's say, or a pod of people earlier when they're a soldier, that team would carry on with them to kind of bridge that. Is that what you're suggesting?
View Doug Eyolfson Profile
Lib. (MB)
Thank you.
Thank you for coming, and thank you for the work you're doing. It's quite valuable and it's appreciated.
You were talking about case managers and how there's a different case manager at every step of the process. Would it be beneficial if they were assigned a case manager while in service, once you determined that termination of service was imminent, and they just retained that same case manager throughout the process and while they were in Veterans Affairs? Is there a model you can envision where that would be the case?
View Alaina Lockhart Profile
Lib. (NB)
Thank you. This is one of the things I've been thinking about. We've talked about additional caseworkers, and you brought up veterans service agents and the training they're receiving. Do you have any suggestions on how those two groups could work together to provide better service, and maybe assist with some of this paperwork?
View Robert Kitchen Profile
CPC (SK)
Thank you, Mr. Chair, and gentlemen, thank you for your service and for being with us here today.
Ms. Lockhart must have been looking at my notes or hearing the same things I was hearing, because she asked basically the same questions I wanted to ask. I'm going to try and ask them, but maybe in a different way. I'll rephrase them a bit.
A lot of what we've heard throughout the last couple of weeks has dealt with caseworkers and paperwork and whether the caseworkers are educated and trained. I'm glad to hear today from you, Mr. Thibeau, that they should be trained and should understand aboriginal awareness and be aware of that part. I think that's an important matter.
I understand, and I'm led to believe, Mr. Thibeau and Mr. Leonardo, that you attended the veteran stakeholders' meeting this past week in Ottawa. None of us was there, and I'm wondering whether you might be able to enlighten us a bit on whether the minister or deputy minister indicated whether there would be any training or further instances of training, or set any dates for opening the offices. Can you comment on any of that?
View Sherry Romanado Profile
Lib. (QC)
Thank you, Dana, Kimberly, and Matthew, to you and your family members.
Dana, you have served, and I want to thank you for your service and that of your family members and your friends. I know it may sound like empty words, especially when you have come back here three times to present yourself, but as a parent of two sons currently serving, I can guarantee you they are heartfelt. Everyone on this committee has been listening to the witnesses' testimony over the course of this study, and I can guarantee you we don't come out of this the same. It is genuine.
I would like to talk a little bit.... Michael Blais, you mentioned a lack of proactive approach to the treatment of our veterans, and I think you touched on an incredibly important aspect. What we have been hearing is that it is a very reactive approach. We wait for the veteran to come to us and say, “I need help.” We wait for the veteran to fill out the forms. We wait for the veteran to prove the injury. We wait for it.
I would like your suggestions. What would you recommend in terms of flipping that on its head and having a proactive approach to the care for our veterans and their families? We are seeing that we may have an x number of veterans, but when you calculate the families that are supporting them, we have a lot more veterans, in my view.
View Colin Fraser Profile
Lib. (NS)
View Colin Fraser Profile
2016-05-12 12:22
Thank you all very much for attending today and sharing your experiences with us to help us gain insight as a committee so that we can make proper recommendations. I want you to know that we are listening and we very much appreciate your appearance and the work you have been doing.
I'd like first to ask a question of Mr. Blais. I appreciate your comments, especially with regard to the importance of case managers being proactive, such that it is not the obligation of the veteran to seek out what he or she might be able to find out but rather the obligation of Veterans Affairs Canada to ensure that they are made aware and are given every opportunity to take advantage of the services to which they are certainly entitled.
It's not just about case managers. Certainly increasing the number of case managers, as you say, and dropping the ratio to 25:1, as the current government has done, will be important, but what will be really important is ensuring that the level of service goes up commensurate with those extra case workers.
You talked about the possibility of extra training for case managers. I wonder if you could expand on that to help us understand what kind of training you're thinking about. There are probably opportunities for case managers to refer a veteran to some expert, but maybe that should be kept with the case manager so they can build a relationship of trust with the veteran. I wonder if you could expand on what kind of training you're thinking about.
View Irene Mathyssen Profile
NDP (ON)
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...?
View Colin Fraser Profile
Lib. (NS)
View Colin Fraser Profile
2016-05-03 11:50
Okay.
Thank you very much for your appearance today, and for your testimony. I want to echo the comments of my colleagues and thank you all very much for your service to our country.
As a committee, we're committed to taking your information and trying to improve things. I know there's a commitment on all sides to do that. While I hear frustration in your voice, please know that we're working to try to make things better.
I'd like to start by asking Ms. Gilmore and Mr. Mitic a question.
I recognize that you have a young family, two daughters as you said. I really appreciate your comment, Ms. Gilmore, and the concrete example of having email access with your case worker, with somebody you can actually relate to and communicate with easily. That's a really good, specific example of something that seems really easy, which we should be able to fix.
I presume that when you do have personal contact with a case worker or a person, you're dealt with appropriately. Would you agree with that? Would you agree that it's not the people who are the problem but the system?
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