Veterans Ombudsman Blog

A Unique – But Fleeting – Opportunity

Fri, 14 Jun 2013 00:06:00 GMT

We have a unique – but fleeting – opportunity before us.

With the enactment of the Enhanced New Veterans Charter Act (Bill C-55) on October 3, 2011, and amendments to the Canadian Forces Members and Veterans Re-establishment and Compensation Regulations, commonly known as the New Veterans Charter, the Government of Canada made several needed improvements to Veterans' benefits, including: an increased minimum amount of the monthly Earnings Loss Benefit financial support; increased monthly financial support for more seriously injured or ill Veterans who are no longer able to work; improved access to the monthly Exceptional Incapacity Allowance and Permanent Impairment Allowance for seriously injured or ill Veterans; and new payment options for the disability award. These changes were the first step taken by the Government of Canada to ensure that the New Veterans Charter is indeed a "living charter."

Bill C-55 also included a clause that stated that a comprehensive review of the Enhanced New Veterans Charter Act would be undertaken within two years of its coming into force by designated/established Senate or House of Commons Committees. This review offers a unique opportunity to broaden the parliamentary examination of the New Veterans Charter and its shortcomings, and to create and institutionalize a forward-looking, periodic review process to assess the evolving needs of Veterans and their families.

The time for action is now. Within the Veterans' community, there is a strong consensus that additional changes to the New Veterans Charter are needed urgently, particularly concerning the transition of Veterans from military to civilian life.

This is not the time to remain silent; this is the time to get involved. Many voices with a common message are needed now to help ensure that full advantage is taken of this unique opportunity for the benefit of Canada's Veterans and their families.

Guy

Productive Meetings with Veterans Advocates

Fri, 31 May 2013 00:05:00 GMT

Photo: Charles Cue (Senior Policy Advisor, Office of the Veterans Ombudsman), Guy Parent (Veterans Ombudsman), Denys Guérin (New Veterans Charter Advisor, Office of the Veterans Ombudsman), Gary Walbourne (Director General, Office of the Veteran Ombudsman), BGen (Ret.) G.E. (Joe) Sharpe (Veterans advocate), Dr. Victor Marshall (Past Chair, Gerontological Advisory Council), Major (Ret.) Bruce Henwood (Past Chair, Advisory Group on Special Needs), and BGen (Ret.) James S. Cox (Macdonald-Laurier Institute), May 22, 2013.
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In the past three weeks, I have been busy meeting with some key advocates from within the Veterans community, including chairs of past Veterans Affairs Canada advisory committees and representatives from various organisations who show leadership, through their work, on Veterans issues. Together, we discussed the best way forward to this fall's parliamentary committee review of the New Veterans Charter.

I have great respect for these individuals' opinions, and that is why I wanted to hear their honest opinions on the preliminary results of the extensive research and consultation effort that my Office has undertaken in the past year, in preparation for the review. That is exactly what I received.

Many of their comments and suggestions will be integrated into the report and recommendations that my Office will release at the end of this summer. The report will be strengthened by their inclusion and, in turn, this will lay the groundwork for a better-informed discussion at the parliamentary committee review in October. I am hopeful that this will result in quick action to address the shortcomings in New Veterans Charter programs, benefits and services noted in Improving the New Veterans Charter: The Parliamentary Review, released by my Office in April 2013.

The men and women who serve in the Canadian Forces willingly accept the risks to health and life that are inherent to military service. If they are injured or become ill and can no longer serve in uniform, the Government of Canada has an obligation to help them rebuild their lives and restore, to the greatest extent possible, their health, financial independence, and quality of personal and family life.

This is especially true for the most disabled and financially vulnerable Veterans; we must provide them with the best support possible. It is simply not acceptable to let Veterans who are totally and permanently incapacitated live their lives in hardship.

This fall, the Government of Canada has the opportunity to address the shortcomings of New Veterans Charter programs, benefits and services provided to Canadian Forces members, Veterans, spouses and survivors. This is also a chance for the Government of Canada to demonstrate that the New Veterans Charter is indeed a "living charter", and that its improvement will remain an enduring priority.

Veterans deserve no less.

Guy

Learning and Exchanging Through Outreach

Thu, 16 May 2013 00:05:00 GMT

Meeting with Veterans of the Canadian Forces and the RCMP, their families and community members is a great way for me to hear firsthand about the issues directly affecting our Veterans. It is important for my team and I to continue to hear about the issues Veterans are facing in order to bring about positive change. This is something I convey to Veterans and community members during outreach tours such as the one I did in Newfoundland in April.

While in Newfoundland, I visited Corner Brook, Gander, Conception Bay South and St. John's. In Corner Brook, some Veterans voiced their concerns about the effect the upcoming closure of the Veterans Affairs Canada office would have on them. I understand that hearing about office closures can be worrisome, and strongly invite Veterans and their families who feel that they are being treated unfairly by the Department as a result of an office closure to contact us.

A highlight of this outreach tour was visiting Conception Bay South, the first Canadian municipality to have a Veteran and Family Community Covenant. I was impressed by Mayor Woodrow French's commitment to support and involve Veterans and their families during community events and delighted when he presented me with a copy of the Veteran and Family Community Covenant. During my outreach tours I meet with local elected officials to promote the contribution of all Veterans, healthy and disabled, as real assets to their communities. It is always interesting to learn about local initiatives that recognize and support Veterans and their families.

While in St. John's, we also visited with the local RCMP, Veterans' Association. In line with our theme of One Veteran, we are committed to ensuring that members and former members of the RCMP know that the Veterans Bill of Rights applies to all clients of Veterans Affairs Canada, including them. I had the opportunity discuss this at the monthly meeting of the RCMP Veterans' Association's Ottawa Division this week and will attend the New Brunswick Division's spring meeting in Miramichi.

As spring comes to an end, we are finalizing plans for my upcoming outreach. I will be hosting a town hall in Miramichi on May 24 as well as one in Ottawa and another in the North Shore area of Montreal at the end of June. Check my calendar over the coming weeks for all the details.

Guy

Mental Health Week 2013

Mon, 06 May 2013 00:05:00 GMT

Today marks the beginning of the Canadian Mental Health Association's 62^nd Annual Mental Health Week. Every year at this time, Canadians are encouraged to engage and reflect on issues relating to mental health.

At least one in every three Canadians experience mental health issues each year, but this staggering number does not even begin to reflect the number of people touched by mental illness. All Canadians at some point will be affected, be it through a family member, a friend or a colleague.

The mental health of Veterans is of particular concern to me. In their service to Canadians and throughout their transition to civilian life, these individuals are exposed to situations that can affect them for many years to come. As of December 2012, 12% of the Department's Veteran clients suffered from a psychiatric condition. Stated as a percentage it doesn't sound like very many but it represents over 16,000 Veterans and does not account for the many Veterans and families who are undoubtedly suffering in silence. While post-traumatic stress disorder (PTSD) is the most common psychiatric condition faced by Veterans, affecting 72% of those clients suffering from mental health issues, it is not the only one. The effects of service can manifest in many ways, including through anxiety, depression, and substance abuse. No different from a physical injury, mental illness drastically affects the quality of life of Veterans and their families.

With the increasing complexity of issues faced by our Veterans, the Department must ensure that the necessary resources and supports are in place to address their mental health needs including alternative methods of treatments such as equestrian therapy, service dogs, yoga and meditation, and peer support. Some Veterans in these programs are touting their positive effects on their quality of life. I hope to see the Department look into the effectiveness of these methods of treatment, and act to make them accessible to those in need.

I encourage anyone struggling with mental health issues to seek help and support. Recognizing a need and seeking help does not reflect weakness, but real courage. I urge anyone who is struggling and unaware of the supports available to them to call the Office.

The mental health issues Veterans are faced with should not be invisible to society. Together we must commit to recognizing and addressing the needs of those who sacrificed so much for us.

Guy

We'll Never Forget Those Hills

Thu, 02 May 2013 00:05:00 GMT

Last week, I had the honour of accompanying 36 Canadian Veterans of the Korean War who marked its 60^th anniversary by returning to the battlefields on which they fought. These Veterans were invited by the Republic of Korea to show its appreciation to their valiant efforts that helped liberate the country in the fifties. Today, the Republic of Korea is a thriving world economy, thanks to the undertaking of these Veterans. To say that our five-day journey was an emotional one is an understatement. It was also very informative, and I am glad to have been part of the journey.

The Canadian contribution in Korea consisted of over 26,000 troops and support personnel. The ultimate contribution and sacrifice came from 516 Canadians, whose names are inscribed in the Book of Remembrance of the Korean War. These people gave their lives so that the Republic of Korea could survive and prosper.

At times, it was overwhelming for me to stand beside our Veterans and hear their recollection of what had happened there. But above all, it made me understand what they mean when they say "we'll never forget those hills". And, we must not forget the commitment that these men and women made to restore the peace.

In line with my Office's One Veteran theme, we must also ensure that those Canadians who chose to serve in the Canadian Armed Forces and the RCMP and who now suffer because of their service have access to the support they need. My team's responsibility is to ensure that the Government of Canada honours their commitment to meet the needs of these Veterans, no matter where and when they served.

Lest we forget.

Guy

Improving the New Veterans Charter, the Way Ahead

Tue, 16 Apr 2013 00:04:00 GMT

On April 4, 2013, I released my report, Improving the New Veterans Charter: The Parliamentary Review. Its purpose is twofold: to focus discussion for this fall's parliamentary committee review of the enhancements to the New Veterans Charter that resulted from the coming into force of Bill C-55 on October 3, 2011; and to act as a catalyst to broaden the review of the New Veterans Charter.

The report focuses on three key transition issues: financial instability and decreased standard of living caused by reduced post-release income and insufficient financial support after age 65; limitations in vocational rehabilitation and assistance support, which can affect second career aspirations and employment options; and difficult family environment situations due to insufficient family support.

Why did I focus on these transition issues in my report? It is because, after analyzing the more than 200 recommendations for improvements to the New Veterans Charter proposed in various reports since 2006, I found that 145 dealt with these three key transition issues. I believe that they need to be addressed urgently because they can potentially affect a Veteran throughout his or her life.

I encourage you to read the report and send me your comments. The parliamentary review is an opportunity to ensure that the New Veterans Charter is truly a "living" charter that evolves over time to meet the changing needs of Veterans and their families. It is important that your voice is heard.

Through this spring into early summer, I will be meeting with Veterans and their families and Veterans' organizations across Canada to discuss the parliamentary review. When my consultations are complete, I will publish a follow-up report with specific evidence-based recommendations to address the Charter's shortcomings in the support provided to injured or ill Veterans and their families as they transition to civilian life.

The full report is available online at www.ombudsman-veterans.gc.ca/reports-rapports/reviewcharter01-examencharte01-01-2013-eng.cfm.

Guy

Audit Report on the Quality of Care at the Sunnybrook Veterans Centre

Thu, 28 Mar 2013 00:03:00 GMT

Today, the Minister of Veterans Affairs released the results of the audit on the quality of care provided to Veterans residing at the Sunnybrook Veterans Centre.

As you know, I agreed to act as Chair of the External Advisory Committee, which included representatives of Veterans organizations and health professionals and met on several occasions to review the findings of the audit, ascertain that all concerns were considered and that the recommendations were appropriate. In addition, two senior members of my management team, Colonel (retired) Charles Cue and Chief Warrant Officer (retired) Michel Guay were at Sunnybrook last December attending all meetings between the VAC audit team and Veterans, their families and staff of the facility. This enabled me to ensure that the audit was evidence-based, comprehensive and objective.

The audit team found that the delivery and quality of care meet provincial and professional standards but made seven recommendations, five of which address the need to improve complaint resolution and communication with residents and families.

Since the delivery of health care is a provincial responsibility, Veterans Affairs Canada does not have the authority to enforce the recommendations. That said, my expectation is that Sunnybrook will act on the recommendations contained in the report and that the Department will do a follow-up survey of Veterans and family members to ensure that they are satisfied with the changes made by Sunnybrook.

The audit report should be seen as the starting point for change not an end in and of itself, and I plan to engage the Minister on the need for follow-up.

Guy

Veterans' voices finally heard!

Fri, 22 Mar 2013 00:03:00 GMT

I was very pleased when the budget was tabled yesterday to see that Veterans' voices have finally been heard and that there will be an increase to the funding of Veterans Affairs Canada's Funeral and Burial Program. For years, the amount provided by Veterans Affairs Canada for funeral-related services was lower than the average cost of a funeral in Canada. With yesterday's budget, the amount of money for funeral expenses will go from $3,600 to $7,376.

I was also glad to see that the Department will simplify the administration of the Program by no longer requiring that families provide an itemized list of every single funeral-related expense. In their hour of grief, families of deceased Veterans should not have to struggle with bureaucratic complexities.

Echoing the long-standing concerns of many organizations, the Office of the Veterans Ombudsman recommended that these and other changes be made back in 2009 in its report Serve with Honour, Depart with Dignity. In the last few months, I have seen many organizations speak with one voice, calling on the Government of Canada to address the serious deficiencies with the Funeral and Burial Program. This is a great example of Veterans organizations standing together to ensure that the needs of Veterans and their families are met.

I commend these organizations for their dedication on this issue, and the Minister of Veterans Affairs for having successfully raised it with his Cabinet colleagues. I hope that we can continue to bring about improvements to the Funeral and Burial Program. It is still a concern to me that many low income Veterans are denied access to the Program based on where and when they served or the low income threshold required to meet the eligibility criteria.

As I said before, low income Canadian Veterans who were ready to lay down their lives for our country deserve our enduring respect and they deserve a dignified departure.

Guy

Why make RCMP Veterans go through this?

Tue, 19 Mar 2013 00:03:00 GMT

As you know, last May the Federal Court ruled that the offset of Pension Act disability benefits from the Canadian Forces members' group insurance plan (the Service Income Security Insurance Plan [SISIP] - Long Term Disability Plan), contravened the SISIP policy.

This means that the Court confirmed that disability pensions are not income, but rather compensation for pain and suffering. Therefore, the disability pension amounts cannot be considered in the calculation of the income replacement benefits provided under group insurance plans.

I am bringing this issue up today, because, what is essentially the same practice is still impacting RCMP Veterans. What's more, a lengthy legal process will likely take place if the Government does not put an end to this unfair practice for RCMP Veterans.

Under a different insurance company, RCMP members have access to similar income replacement benefits. Regrettably, their Pension Act disability benefits continue to be deducted from their income replacement benefits.

This offset of disabled Veterans' long term disability benefits is unfair, no matter whether it concerns Veterans who served with the Canadian Forces or the RCMP.

This is about treating the men and women who served this country fairly. The Government, knowing the issue is the same, has the opportunity to act swiftly this time, and avoid dragging this out for RCMP Veterans.

I have raised this issue with RCMP Commissioner Bob Paulson, and requested that actions be pursued to address it in a timely matter. Commissioner Paulson informed me that a copy of our correspondence was provided to the Honourable Vic Toews, Minister of Public Safety, for his information and consideration.

It would be very unfortunate to see the Government miss this opportunity to settle and avoid another lengthy legal process with all its inherent costs.

Guy

Supporting Families through the Veterans Independence Program

Wed, 06 Mar 2013 00:03:00 GMT

It has been my position that families are a key cornerstone for the support and well-being of our men and women serving in uniform. The Canadian Forces recognizes how critical families are to their operational success by ensuring that there are programs and services to support the home front. The support families provide continues well after the Canadian Forces member has removed the uniform, especially for the ones that have incurred injuries while serving. For that reason, all efforts should be made to afford families services that address their needs and honour their commitment to Veterans. So when I see elements within a program that marginalize the support to families, it gets my attention.

Recently, there was a report in the media about a widow who was eligible for one service under the Veterans Independence Program (VIP) but was denied access to another. The Veterans Independence Program (VIP) is a national home care program provided by Veterans Affairs Canada. It was established in 1981 to assist low-income clients to remain in their homes or communities and was designed to complement other federal, provincial or municipal programs. Numerous regulatory amendments have been made over the years to expand the eligibility to the program. In February 2008, grounds maintenance and housekeeping services provided under the Veterans Independence Program were extended to primary caregivers who were not in receipt of these services when the Veteran passed away. But again this new access was further limited to primary caregivers of Veterans of the Second World War and Korean War who were in receipt of the guaranteed income supplement under the Old Age Security Act. (VIP defines 'primary caregivers' as eligible spouses, common-law partners or adult individuals who were residing and caring for Veterans without remuneration.)

Let me explain why I have a problem with this benefit that only targets low-income Veterans of the Second World War and Korean War with a service-related medical condition.

If a Veteran and a caregiver, in this case the spouse, received both housekeeping and grounds maintenance services, the caregiver will keep both services when the Veteran dies.
If the same Veteran did not receive housekeeping and grounds maintenance services, then the low-income caregiver can apply and receive both services after the Veteran's death.
However, if the same Veteran and caregiver received one of the two services, then the low-income caregiver can only keep the service that was in place at the time of death of the Veteran. The caregiver can never receive the second service even if there is a need for it.

First of all, it makes no sense for a caregiver receiving one VIP service at the time of the Veteran's death to be denied access to the other service when a caregiver who had none of the services can apply and receive both services after the Veteran's death. Secondly, why is this expanded eligibility only targeting Veterans of the Second World War and Korean War?

Access to VIP services should be based solely on needs, not on the nature of Veterans' military service and whether or not they were in receipt of housekeeping or grounds maintenance services prior to their death. This is the least we can do to acknowledge the service of our Veterans and the families that have supported them.

Since 2009, my Office has raised this issue on several occasions with Veterans Affairs Canada, but there has been no change. A position paper was published in March 2010, and on June 16, 2011, I appeared before the Standing Senate Committee on National Finance and explained this unfair situation. Three Ministers have been apprised of this situation and so far there hasn't been any extension of benefits to these low-income caregivers.

Over the coming months, the Office will publish a series of reports that will examine the benefits provided to ill or injured Veterans to enable them to live independently at home and the benefits to support them when they can no longer do so.

If the Department is serious about getting rid of red tape and complexity, it should do away with convoluted eligibility criteria that create unfair barriers to accessibility. Access to VIP housekeeping and grounds maintenance services should be based solely on caregivers' needs. At the very least, the eligibility criteria for the Veterans Independence Program should be changed to enable low-income caregivers in receipt of one VIP service to receive both services.

Guy

Let's Not Overlook the Needs of Suffering Veterans

Thu, 07 Feb 2013 00:02:00 GMT

Yesterday, the Minister of Veterans Affairs released the report of the independent Scientific Advisory Committee on Veterans' Health, which was formed to review and assess the information available on the health effects and potential exposure of Canadian Forces (CF) personnel to depleted uranium (DU).

My first impression is that the review has been conducted thoroughly and objectively. As some of you may know, the Committee has concluded that it is unlikely that Canadian Forces members have been exposed to levels of depleted uranium that could be harmful to their health. However, the committee has also acknowledged that "there are many Veterans suffering from persistent symptoms following deployment or military conflict which, although not linked to specific exposures such as DU, can cause considerable suffering."

Annex F of the report, Chronic Symptom-based Illnesses Following Wars, starts with the sentence: "A condition frequently reported after military conflicts is characterized by persistent symptoms for which physical examination and laboratory testing is often unrevealing." The acknowledgement that some Veterans are suffering from symptoms that science cannot currently explain is important.

What must not be forgotten here is that many CF members go on mission healthy but return from duty ill for unknown reasons. That is a fact that must be acknowledged by Veterans Affairs Canada. The needs of these suffering Veterans must be addressed even if science cannot explain the cause of their symptoms.

Guy

My Views on the Recently Announced Changes to the Application Process

Tue, 05 Feb 2013 00:02:00 GMT

Yesterday, the Minister of Veterans Affairs released the Right to Fairness Implementation Plan, a plan to address the concerns that were raised in our report Veterans' Right to Disclosure, a Matter of Procedural Fairness. While I applaud the Minister's prompt response to the report's findings, the changes to the Department's application process, while a step in the right direction, fall short of ensuring procedural fairness.

Under the recently announced changes, those who apply for a disability pension or a disability award will still not obtain a copy of the documents that will be reviewed by adjudicators. As explained in our report, applicants cannot participate in the process, by commenting on documents available to adjudicators and providing additional evidence, unless they have the opportunity to review the information upon which a decision will be made. Instead, in cases where there is insufficient evidence to establish entitlement to a disability pension or a disability award, the Department will call applicants to provide them with a summary of the evidence on file and remind them of their right to submit additional evidence. It will have to be determined whether a telephone call is an adequate substitute to receiving a copy of the evidence. It is difficult to imagine how useful a telephone conversation could be if both parties do not have the same information in front of them. A telephone call is a good first step to getting applicants to participate, but in my view it is not enough to ensure procedural fairness.

It is also of great concern to me that only applicants who do not appear to be entitled to a disability pension or award, based on the evidence available to adjudicators, will receive a call from the Department prior to a decision being made in their case. What about the applicants who are found to be entitled to a partial disability pension or award? While the Department's statistic is that 70% of all initial applications are approved, this favourability rate includes applicants who receive a partial pension or award. Why would an applicant who is informed that he is entitled to only one fifth of a full disability pension or award not be given the opportunity to challenge the evidence available to adjudicators before the decision is made? This is procedurally unfair and I will be raising this issue with the Minister and the Department. In addition, my Office will carry out a follow-up evaluation of the impact of the changes announced by the Minister over the coming months and we will publish a report detailing our findings.

As the Department moves forward with its transformation agenda to improve service delivery by cutting red tape, I will continue to remind all that doing things faster is not an improvement if it is done at the expense of procedural fairness. Often, the best way to render a process more efficient overall is to take a bit more time at the beginning of the process. I am convinced that improvements to the application process would ultimately save time and grief for applicants by reducing the need for reviews and appeals.

Guy

It's Time to Resolve Veterans' Funeral and Burial Expenses

Fri, 01 Feb 2013 00:02:00 GMT

Over the years, I have heard many stories of families who struggle when they approach Veterans Affairs Canada for assistance with funeral and burial expenses for a low income Veteran, and are told that the estate exemption for funeral and burial assistance from the Last Post Fund (which administers the Department's Funeral and Burial Program) is $12,015.

Is that right? I don't think so. Neither do most Veterans and Veterans' organizations. Low income Canadian Veterans who were ready to lay down their lives for our country deserve to be treated a lot better than that. They deserve our enduring respect and they deserve a dignified departure.

This is not a new issue for me nor is it for Veterans and Veterans' organizations, such as the Royal Canadian Legion and the Last Post Fund, that have been calling for change for almost 20 years. The major concerns are summed up in the report that was prepared by the Office of the Veterans Ombudsman, entitled Serve with Honour, Depart with Dignity - An Administrative Review of the Funeral and Burial Assistance Program for Veterans Affairs Canada. Since becoming Veterans Ombudsman in November 2010, I have actively pursued the February 2009 published report's recommendations with both the former and current Minister of Veterans Affairs, but to date only one of the seven recommendations has been implemented: the recommendation concerning communicating the program better to Veterans. During the same period, more than 60,000 Veterans passed away.

Up until 1993, the funding for the Funeral and Burial Program was approximately $22 million. In 1994, however, it was reduced to approximately $12 million as a result of a government-wide program review, which effectively restrained the ability of the Last Post Fund to meet its mandate by reducing the estate exemption from $24,030 to $12,015 (considerably less than the poverty level) and by setting low maximum rates for funeral and burial expenses well below the customary fees. This means that a Veteran's estate if valued at more than $12,015 is not eligible for support for a dignified and respectful funeral.

The average cost of a funeral in Canada today is between $7,000 and $10,000, yet Veterans Affairs Canada provides only $3,600 for funeral-related services, an amount that has not changed since 2001, while the Department of National Defence and the RCMP currently provide up to $12,700 in the event of the death of a serving member. Over the past five years, the Last Post Fund has provided funeral and burial assistance to 5,500 families with an average disbursement of $5,000, an amount well below the average cost of a funeral and burial. Only four families have received significantly more than $5,000 due to exceptional needs. As I have stated before: "It is unconscionable that Veterans Affairs Canada continues to stall. Veterans Affairs Canada has stated that over 1,500 older Veterans pass away every month. Will they wait until the whole generation has passed away before they act?" Moreover, is it conscionable for Canadian funeral directors to be obliged to routinely subsidize these costs for our most impoverished Veterans because Veterans Affairs Canada pays so little for the service?

I understand the frustration behind yesterday's action by the Royal Canadian Legion, the Last Post Fund, and the Funeral Service Association of Canada announcing the launch of a national letter writing campaign for improvements to the Funeral and Burial Benefits Program for Veterans.

This issue is not going to go away. It needs to be resolved quickly.

Guy

Upcoming Outreach

Mon, 21 Jan 2013 00:01:00 GMT

As this is my first blog in 2013, I want to begin by offering each and every one of you my very best wishes for the New Year. I also want to remind you to call the Office if you have questions or concerns about the benefits and services provided by Veterans Affairs Canada. My team is there to assist you, so please don't hesitate to call us at 1-877-330-4343. As I have said before, and it's worth repeating, one call to the Office can help resolve issues for hundreds of Veterans. You'll find examples of cases resolved or issues that the Office is working on as a result of calls received in our recently released annual report.

I am eager to resume outreach activities, starting with the Ottawa-Gatineau region during the last two weeks of January. There will be a town hall in Aylmer on January 28 and one in Ottawa on January 29. I am looking forward to these town halls and hope that many of you in the region can attend.

The last town hall was in Saint-Jean-sur-Richelieu in November, and what a town hall it was! There were very interesting exchanges on a variety of subjects, including the challenges of transitioning to civilian life, particularly for those with mental health issues. Again, it was nice to see Veterans of all ages participating in the discussions.

I also attended last November the third annual Military and Veterans Health Research Forum, organized by the Canadian Institute for Military and Veteran Health Research in Kingston, Ontario. The Institute serves as a focal point for over 25 Canadian universities to work together on research related to the needs of military members, Veterans and their families. I find it reassuring to see the level of interest among researchers and policy-makers who work on a variety of projects with one common focus: the health and well-being of current and former members of the Canadian Forces. I expect, and hope, that within a few years we will be able to rely a lot more on Canadian information to establish causality between illnesses and injuries and service rather than medical information from the United States.

Back to outreach plans – after Ottawa-Gatineau, Newfoundland and Labrador. As soon as the plans are finalized, I will let you know.

Guy

Contact us

Thu, 29 Nov 2012 00:11:00 GMT

At the Office, we accept complaints and inquiries by phone, mail, fax and online. We encourage anyone with a complaint to contact our office. Your calls and correspondence have the potential to help not only yourself, but many others who find themselves in a similar situation. We pay close attention to all complaints that we receive, and look for emerging and systemic issues that may require further investigation. We can only bring about change for Veterans if we are aware of the issues you are facing.

For those who prefer to submit complaints by mail, please note that our mailing address has changed. Please forward your mail to our new mailing address: P.O Box 66, Charlottetown, Prince Edward Island, C1A 7K2.

I also want to remind you that our complaint mechanisms are not limited to Veterans. If you are a serving member of the Canadian Forces or the RCMP who is receiving benefits from Veterans Affairs Canada, or would like to inquire about their services and benefits, I encourage you to contact the office so that we can assist you. Similarly, if you are a family member of a Veteran or serving member, a caregiver or service provider, we are available to address your concerns as well.

Our complete contact information can be found here. Don't hesitate to contact the Office.

Guy

A Message to Veterans and their Families from the Veterans Ombudsman

Wed, 21 Nov 2012 00:11:00 GMT

On November 11, I began the third year of my term as Canada's Veterans Ombudsman. I am proud to be of service to Veterans and their families and I want to assure all of you that I will continue to do the best that I can for the Veterans community.

Over the past two years, I have had the privilege of meeting thousands of Veterans, serving members of the Canadian Forces and the RCMP, and their families at town halls and other events and meetings across the country. Your courage, commitment, deep sense of camaraderie, and loyalty to our country is an inspiration to all Canadians. I always appreciate the heartwarming welcome that I receive, and I leave each meeting energized and ready to do more.

Last September I had the honour of being with some of our Veterans, who are now in their nineties, when they returned to Dieppe, France to mark the 70^th anniversary of the Dieppe Raid of August 19, 1942. On that day, in the space of a few hours, 3,367 Canadians were killed, injured or taken prisoner out of a 5,000-strong Canadian contingent. As I listened to these Second World War Veterans recall the bravery of our troops amid the chaos of that horrific day, I thought about how all Veterans and still serving members of the Canadian Forces and RCMP share the same pride of service to country and commitment to duty. That has not changed with the passage of time. It reaffirms to me once again the importance of the One Veteran theme that guides the work the Office: Veterans with similar service-related illnesses or injuries should have access to the same benefits, regardless of their service, and where and when they served.

In the past two years, the Office has responded to 16,500 calls, emails and letters, and handled close to 4,000 cases. In addition, we have produced key reports that have received a prompt response from the Minister of Veterans Affairs, including Veterans' Right to Know Reasons for Decisions: A Matter of Procedural Fairness and Veterans' Right to Fair Adjudication. We have also developed the Benefits Browser; an online tool that the Department of Veterans Affairs has adopted and developed further to make it easier for Veterans and members of the Canadian Forces and the RCMP to determine which services and benefits they may be eligible for and to find all the relevant information in one location. As well, we have successfully helped individual Veterans in many other ways, such as helping to open up the Exceptional Incapacity Allowance to eligible Veterans, resulting in close to 600 Veterans receiving retroactive payments totalling $14 million, and helping 70 previously denied applicants, including caregivers, receive the $20,000 Agent Orange ex gratia payment.

On October 25, my staff and I were deeply honoured when Ray Kokkonen, President of the Canadian Peacekeeping Veterans Association (CPVA) presented the Office with the CPVA's Outstanding Service Award for 2012 for its "vigorous leadership and effective, thorough and courageous service, high above normal standards". In making the presentation, Mr.Kokkonen noted "the OVO's brave, no-nonsense stand on Agent Orange payments, the comprehensive and realistically useful report on VRAB and the new very helpful Benefits Browser as "a few of the significant positive things among the many done by the OVO for Veterans". I accepted the Award on behalf of the Office with humility knowing that there is so much left to do.

Going forward, I want to assure you that the concept of fairness will continue to be central in my discussions with the Minister of Veterans Affairs, other parliamentarians and the Veterans community as my Office prepares for the parliamentary review of the changes to the New Veterans Charter brought about by Bill C-55.

In my opinion, this review, which should be initiated by October 2013, should not be limited only to an examination of the enhancements brought about by Bill C-55. In coming months, I will encourage the Minister and other parliamentarians to broaden the scope of the review to cover critical areas for the successful transition of Canadian Forces members from military to civilian life, namely, financial support, career transition support, and support to families – areas where there are documented deficiencies in terms of adequacy, sufficiency, and accessibility. Rest assured that I will keep you informed and will provide you with more information about the review as we firm up our plans.

In the coming year, the Office will continue to release reports on issues of concern to the Veterans' community. Above all, we will continue faithfully to work towards ensuring that the sacrifices of Canada's Veterans and their families are recognized through the provision of services, benefits, and support in a fair, accessible, and timely manner.

In closing, I encourage you to contact the Office if you are having difficulties in your dealings with Veterans Affairs Canada. It is important not only so that we can help you with your individual case but also, in a broader sense, because the information that we gather from individuals helps us to identify emerging and systemic issues that point to policies and processes that need to be changed. Our toll free number is 1-877-330-4343.

Guy

Remembrance Day 2012: An Open Letter to Canadians from the Veterans Ombudsman

Fri, 09 Nov 2012 00:11:00 GMT

We come together during Veterans' Week to pay tribute to those who have lost their life in service to our country. We recognize the more than 750,000 Veterans in Canada who have served our country honourably – as part of the Canadian Forces and the RCMP – both here and abroad, in times of peace and times of conflict. And we acknowledge the men and women who continue to serve today.

As the Veterans Ombudsman and a Canadian Veteran, I want you to know how significant and meaningful your act of remembrance is to Veterans and serving members of the Canadian Forces and the RCMP. For many Veterans and their families, Veterans' Week, and particularly Remembrance Day, brings to the fore painful memories; your expression of gratitude is a source of pride and great comfort to them. It is an acknowledgement of their personal sacrifice, resilience and strength.

On Sunday, Canadians will pause in silence to remember the Fallen. We owe an eternal debt of gratitude to those who made the ultimate sacrifice. We pay tribute to them through our collective moment of silence every November 11, but we live every day in the peace and security for which they fought.

While the majority of men and women leave the service healthy, too many return carrying physical, mental and emotional reminders of their service to our country. As a nation, we owe them and their families the assurance that they will be properly cared for upon their return. Ensuring that their needs are met is our country's most meaningful expression of gratitude.

Come November 12th, our Veterans will put away the uniforms and medals that symbolize their service, but be assured that their loyalty and commitment to Canada remains strong. Across the nation, Veterans better their communities with their skills and leadership, as volunteers, coaches, teachers, entrepreneurs, public servants, etc. There is not one community in Canada that is not stronger and more enriched in spirit because of the ongoing commitment on the part of its Veterans.

A Veteran's contribution to our country never ceases. And neither should Canadians' gratitude to our Veterans. I encourage Canadians to acknowledge the service of the Veterans in your communities, each and every day.

Lest we forget.

Guy Parent
Veterans Ombudsman

Veterans' Week 2012

Mon, 05 Nov 2012 00:11:00 GMT

Today marks the beginning of Veterans' Week in Canada. From November 5-11, from coast-to-coast-to-coast, Canadians will honour the men and women who have served our country selflessly in times of peace and conflict.

Through their service, our Veterans have ensured the protection of our values and our way of life. This week, we recognize their commitment to our country through hundreds of commemorative activities and events in cities and towns across the nation.

Veterans Affairs Canada has compiled a list of ways to acknowledge our Veterans, as well as a list of Veterans' Week events across Canada.

I encourage you to take time this week to acknowledge the Veterans in your community and to join with others on November 11 to pay tribute to Canada's Veterans of today and yesterday.

Guy

One phone call, 600 Veterans, fourteen million dollars

Fri, 02 Nov 2012 00:11:00 GMT

Veterans of the Canadian Forces and the RCMP spend their careers serving others. So much so, that putting their own needs aside to be of service to others can become second nature. This is a mindset that can be difficult to change when they hand in their uniform.

My team and I see this often. We hear many stories about Veterans who are in difficult situations or who could use our help. A friend or family member might call us about a loved one who has become discouraged and abandoned an application, or who feels that their complaint or injury is "not that bad", so they don't want to "bother" the Office.

But a journey of a thousand miles begins with one small step, and the journey to fairness for all Veterans begins with one phone call. My team, made up of many former members of the Canadian Forces and the RCMP, as well as experienced public servants, are there to assist Veterans, no matter how significant the client may think their personal matter is. Every phone call or email we receive enables my team to help Veterans.

While there may be some cases that we are not able to resolve immediately, that doesn't mean that positive change can't come from them. The information gathered from individual calls and complaints enables my team to identify trends. We are then empowered with the facts we need to encourage Veterans Affairs Canada to change unfair policies and processes, thereby improving the circumstances of many Veterans at once.

In our last annual report, we highlighted the case of a Veteran who called the Office about his eligibility for the Exceptional Incapacity Allowance. This allowance of up to $1,348.57 a month is provided to pensioners who are exceptionally incapacitated. My Office contacted Veterans Affairs Canada to discuss the case and found that half of the 1,800 Veterans who were potentially eligible for the Allowance had not been informed. The Department quickly corrected the situation by sending a letter to those Veterans. As a result, close to 600 Veterans were found to be eligible and received retroactive payments totalling $14 million.

I strongly encourage all Veterans and other clients of Veterans Affairs Canada who are facing difficulties or who have faced challenges in the past to contact the Office, even if they feel that your complaint may be insignificant. One call can make a difference; one small action can lead to big change for all.

Complaints can be submitted by telephone, mail or fax using the information found here, or filed online by following the instructions here.

Study of the Veterans Review and Appeal Board Processes and Activities

Tue, 30 Oct 2012 00:10:00 GMT

Yesterday I appeared before the Standing Committee on Veterans Affairs to provide my testimony about the Veterans Review and Appeal Board (the Board) processes and activities.

There, I spoke of the need for increased transparency throughout the review and appeal process – from hiring of Board members to the publishing of decisions. A full account of my testimony is available here.

I am pleased that the Committee has undertaken to review the Board's processes and activities. In fact, the Committee's decision to review the processes of the Board was made shortly after the Office published an Analysis of Federal Courts decisions pertaining to the Veterans Review and Appeal Board, the Veterans' Right to Fair Adjudication. I am hopeful that the work of the Committee will result in improvements to the Board's operations, ensuring fairness in the redress process.

The main finding of our study is that in 60% of the 140 Board decisions reviewed by the Federal Court, the Court ruled that the Board erred in law or fact, or failed to observe principles of procedural fairness. This clearly suggests that improvements to how the Board makes decisions are needed.

Considering the sheer number of decisions rendered by Veterans Affairs Canada on disability benefits each year, mistakes can be made. It is important to have an independent, specialized quasi-judicial body that Veterans and members of the Canadian Forces and the RCMP can turn to for redress when they are not satisfied with the decisions made by the Department.

This study by the Standing Committee on Veterans Affairs is a positive step toward changes for a fairer and more transparent Board in which Veterans can trust. I look forward to reading the resulting report and will be sure to share a copy once it is completed.

Guy

Report on Toronto Area Outreach Activities

Tue, 09 Oct 2012 00:10:00 GMT

I recently returned from a week of outreach in the Toronto area where I had the opportunity to meet with members and Veterans of the CF and the RCMP, their families, and service providers in Toronto, Barrie, Aurora and Guelph. I would like to thank the individuals and groups in the area who helped organize the events, and those who came out to share their views and concerns.

The tour began in Toronto, where I met with Ontario Ombudsman André Marin. I try to incorporate meetings with local Ombudsman into my outreach tours wherever possible, to discuss service delivery strategies, and ways in which our offices can collaborate to assist Veterans. I then headed to the Good Shepherd Ministries Shelter. In 2010, Good Shepherd Ministries partnered with Veterans Affairs Canada and the Royal Canadian Legion to assist homeless Veterans in the Toronto area. During the meeting, I learned about the great work that the shelter does in collaboration with Veterans Affairs Canada and other community partners on behalf of homeless and at risk Veterans. I also had the opportunity to meet with a Veteran who completed Good Shepherd's Drug and Alcohol Recovery Enrichment (DARE) program – an initiative that provides shelter, counselling, and support to homeless clients while they are treated for an addiction. It was remarkable to hear this gentleman's story and a firsthand account of the success of Good Shepherd's programs.

My next stop was the head office of Mainstay Housing, a non-profit organization that provides support and housing to people living with mental health and addiction issues. Mainstay Housing is one of the four initiatives across Canada that is receiving funding from Veterans Affairs Canada and Human Resources and Skills Development Canada as part of the recently announced Homeless Partnering Strategy. We discussed this worthwhile initiative, and the plans that Mainstay has put in place to assist Veterans. The day ended with a Town Hall in Toronto that evening. Town Halls are an important aspect of my outreach, as they give me an opportunity to inform the Veterans community about the work of the office and the services we offer, while providing a forum for me to hear and address the concerns of Veterans.

Day two started with a visit to the Veterans Affairs Canada Sunnybrook District Office. These meetings are always beneficial, as they give me a chance to inform VAC staff of the work the Office does on behalf of Veterans, and discuss some of the feedback and issues of concern that we hear from Veterans. Following this, I visited the Sunnybrook Hospital Veterans Centre, where I toured the beautiful facility and was impressed by the staff's passion. I also met with the Veterans council; a group of Veteran residents who meet regularly and advise staff of any issues or complaints the residents may have. They work together with hospital administration and Veterans Affairs Canada to address concerns and improve the quality of life of their fellow residents.

The day concluded that evening with a meeting with the Toronto Division of the RCMP Veterans Association. It is extremely important that RCMP members are aware that I represent them, and this meeting provided a great opportunity to let them know about the Office.

The next two days were spent hosting a public town hall in Barrie, and travelling on to Aurora, where I attended the Royal Canadian Legion Ontario Command's Annual Veterans, Services and Seniors Committee meeting. At this meeting, I spoke about our theme of One Veteran, and we discussed the importance of working together to the benefit of all Veterans.

On the final day of the tour, I travelled to Guelph, where I held a public town hall for Veterans and their family members from Guelph and surrounding areas to share their concerns and learn about the work of the Office. This town hall was a great way to wrap up a successful 5 day tour in the area. As always, I am energized after meeting with Veterans and encouraged by the work local groups are doing on their behalf. It is great to see everyone working together towards the same goal – helping Veterans.

As soon as my Toronto tour came to a close, I headed out to Winnipeg to participate in the Annual Convention of the Army, Navy, and Air Force Veterans Association (ANAVETS).

This was a great opportunity to address the more than 300 members who were in attendance as delegates, and to inform them of the systemic work the office is planning. The face to face discussions and exchange of ideas and concerns with Veterans is the key to determining what needs to be done and what the common message should be.

Now that I am back in the Office, we have started planning for our next outreach tours in Woodstock, New Brunswick in October and the Montreal area in November. Once we have finalized the dates and locations, we will share them on our Web site, so please check back for more information. We hope to see you there!

Guy

Walking humbly beside Veterans of the Dieppe Raid

Tue, 18 Sep 2012 00:09:00 GMT

I have recently come back from an awesome journey where I walked humbly side by side with some of our Veterans in their nineties, as they returned to the beaches and cliffs of Dieppe, France. It was an emotional experience that defies description, and a powerful reminder that if not for the dedicated Canadians who served in uniform at that time — both those who have passed away and those who are still with us — we might not be free today to do the things we have come to appreciate and expect. For me, it was the final link in the One Veteran concept. I have now seen the wide spectrum of our Veterans engagement and firmly reaffirm our position that "Veterans with similar service-related illness or injuries should have access to the same benefits, regardless of their service, and where and when they served".

Veterans Affairs Canada is to be commended for its efforts to encourage Canadians to remember with dignity and respect those who made the ultimate sacrifice on the shores of Dieppe and to celebrate the heroic contributions of the close to 5,000 Canadians who participated in the Raid.

With the average age of our Second World War Veterans being 87, I believe we have reached a moment in time where presumptive judgement and compassion must be used to a greater extent when it comes to meeting the needs of these Veterans.

Summer is practically over, and with vivid memories of my recent experience, I will be starting a new outreach campaign this week in the Toronto area, where I look forward to meeting with Veterans and serving members of the Canadian Forces and the RCMP, Veterans organizations, service providers, and employees of Veterans Affairs Canada.

I will be hosting public town halls in Toronto (September 19), Barrie (September 21) and Guelph (September 23). More information on the times and locations can be found on our Web site: http://www.ombudsman-veterans.gc.ca/outreach-sensibilisation/calendar-calendrier-eng.cfm.

I hope to see you there!

Guy

Response to The View from Charlottetown...

Thu, 23 Aug 2012 00:08:00 GMT

I received a message from the Veterans Review and Appeal Board (VRAB) following the publication of my last blog, where I mentioned my recent discussion with the chair, Mr. John Larlee about the publication of noteworthy decisions.

As always, I welcome feedback on my blog posts and I think it only fair that I publish VRAB's response. In my last blog posting, I had stated that "Currently, the VRAB publishes its interpretation of these noteworthy decisions, but not the decision proper." The Board responded to my blog posting by providing the Office with the following clarification:

VRAB has posted the full text of its Noteworthy Decisions on its Web site. We have provided a summary for every decision, which is common practice among administrative tribunals and courts. The decision summaries are not interpretations of the decisions (decisions speak for themselves), and are provided for the reader's benefit.

The only ways in which these decisions differ from the original signed copies is that they: are depersonalized to protect applicants' privacy; and may have a slightly different appearance (layout, spacing, font, etc.). This is addressed in our Disclaimer and How the Board depersonalizes decisions, found on the Noteworthy Decisions page of our Web site.

In response to my statement that "Mr. Larlee explained that privacy rules and lack of funds limit the Board's ability to publish all decisions", VRAB has clarified that:

The Board's ability to publish all of its decisions is entirely related to funding and has nothing to do with privacy rules. We do not have the resources to publish all decisions (about 4500 annually) without compromising service to Veterans.

For this reason, the Board looked for a way to increase transparency in decision-making that would be both realistic financially and useful for Veterans. It decided that publishing Noteworthy Decisions would meet these criteria.

Noteworthy Decisions give Veterans access to the Board's most relevant and instructive decisions, including decisions on the most commonly-claimed conditions. This allows applicants to be aware of decisions made in cases similar to their own. We will continue to post decisions in both official languages as new ones are identified and depersonalized.

Guy

The View from Charlottetown...

Tue, 07 Aug 2012 00:08:00 GMT

As you may know, I try to work from our Charlottetown office one week of every month. I use these occasions not only to keep updated on operations and issues of concern, but also to meet with senior managers at Veterans Affairs Canada's head office.

In the lead-up to my July visit, I had a chat with the new Deputy Minister of Veterans Affairs Canada, Mary Chaput, who replaced Suzanne Tining on July 16. In the course of our conversation, Ms. Chaput emphasized that the Department would continue to be supportive and transparent in its dealings with the Office. As in the past, we agreed that while we, the Office and the Department, might sometimes disagree, we will never forget that our common objective is to ensure that Veterans and their families are treated with fairness, dignity and respect.

Here's what else happened during my most recent trip, from 23-27 July:

I first met with John Larlee, the Chairman of the Veterans Review and Appeal Board (VRAB). Mr. Larlee informed me that they were working to implement the recommendations from our most recent report. We discussed the publication of noteworthy decisions by the Board. Currently, the VRAB publishes its interpretation of these noteworthy decisions, but not the decision proper. Mr. Larlee explained that privacy rules and lack of funds limit the Board's ability to publish all decisions. In my opinion, this is not sufficiently transparent.

Mr. Larlee informed me that the VRAB is working jointly with the Bureau of Pension Advocates (BPA) to expedite cases returned from the Federal Court and that the Board is now offering hearings by video conference, which can be arranged within six weeks rather than six months. I was also informed that there will be vacancies on the Board this fall, leaving the opportunity to fill positions with ex-military members or health professionals. I am told that there are few applications from ex-military members, so if you are interested I would encourage you to go to the VRAB Web site and put your name forward.

Following this, I met with a BPA representative who expressed the Bureau's comfort with video conferencing as an option for hearings, provided that it remains the Veteran's prerogative to choose this medium and that the Veteran is always accompanied by his or her BPA lawyer or representative.

While in Charlottetown, I also met with Keith Hillier and Heather Parry, Assistant Deputy Ministers with Veterans Affairs Canada, who briefed me on how the Department intends to use new technologies as part of its Transformation agenda. We discussed the Department's recent announcement of a new partnership with Service Canada, enabling Veterans to drop in, obtain information, and get assistance with applications from any of the 600 Service Canada points of service across the country. Between this service, the assistance provided by service officers at Royal Canadian Legion branches, and assistance from other Veterans' groups, no Veteran should have to pay anyone for help with their application. My Office will be watching closely to ensure that these changes don't impede the delivery of service to Veterans. If you are experiencing difficulties accessing information or services, I encourage you to call the Office at 1-877-330-4343.

My next travel will be to Dieppe, France on August 15, where I will join Veterans in commemorating the 70^th anniversary of the Dieppe Raid. Starting again in September, I will be hitting the road here in Canada, starting with the Toronto area. See you at one of our town hall meetings!

Guy

Follow Up on the SISIP Federal Court Decision

Fri, 13 Jul 2012 00:07:00 GMT

On May 2, 2012, I blogged about the positive news from the Federal Court, which ruled that the offset of Pension Act disability pensions from long-term disability benefits payable under the Canadian Forces Service Income Security Insurance Plan (SISIP LTD) contravened the SISIP policy. Then on May 30^th when it was announced that the Government would not appeal the Federal Court decision, I commended Minister Blaney and Veterans Affairs Canada for doing the right thing by proactively committing to harmonize the Department's policies and regulations to reflect the planned changes to the SISIP LTD. Since that time, there has been very little communications as to when or how the changes are going to be implemented.

The Office has engaged with Veterans Affairs Canada to determine how the Department will move on a "go forward" basis. The issue of retroactivity and legal fees is a legal matter between the Canadian Forces as the policy holder and those involved in the class action lawsuit, which is likely going to take some time to negotiate. While we wait to see what the outcome of the negotiations will be and how it will affect the Department's programs, the Office is recommending to Veterans Affairs Canada that they communicate clearly to Veterans how they are going to implement the "go forward" aspects of this decision that the Minister has committed to.

In the meantime, to help overcome the current information void, I thought I should share a few points from our discussions with the Department:

The Department is committed to ending as quickly as possible the practice of offsetting Pension Act disability pensions from its programs, namely the War Veterans Allowance, the Canadian Forces Income Support Benefit and the Earnings Loss Benefit.
Unlike the Canadian Forces, which can quickly change the wording of the SISIP policy, Veterans Affairs Canada has to work through the "machinery of government" to change the regulations. This takes some time. The Minister has committed to communicating the way forward and I will continue to press for the clear and timely release of information. I would expect that regardless of when the revised regulations come into effect, there would be retroactivity to the date at which SISIP stopped the practice of reducing long term disability (LTD) benefits payable to disabled Canadian Forces members under the SISIP policy by the monthly amounts payable to them under the Pension Act. The Department was very receptive to communicating their timelines to the Veterans community.

The Office is aware that payments under both SISIP LTD and the Department's Earnings Loss Benefit are reduced to zero as a result of offsetting, in cases where a Veteran's disability pension and/or military pension (under the Canadian Forces Superannuation Act) exceeds 75% of his or her salary at release. In such cases, referred to as 'zero sum clients', there is no requirement for SISIP or Veterans Affairs Canada to provide for income loss. (Note that the offset of payments under the Canadian Forces Superannuation Act will continue).

The Office has confirmed that SISIP has, on a go forward basis, made the payment adjustments resulting from the Federal Court decision to LTD claimants who are receiving payments and to 'zero sum clients' who applied for LTD benefits within the last 24 months. However, SISIP has also decided that zero sum clients who applied for LTD benefits more than two years ago will have to wait until the negotiations are settled before receiving a monthly payment. This means that all those under SISIP LTD receiving maximum disability pensions, which are the most seriously disabled individuals, will have to wait the outcome of the negotiations while the less seriously disabled individuals benefit immediately. On a positive note, Veterans Affairs Canada anticipates that ALL 'zero sum clients' under the Earnings Loss Benefit will be paid on a "go forward" basis irrespective of when the class action negotiations are completed.

I expect that Veterans Affairs Canada will be communicating with the Veterans community shortly and I will continue to encourage the Department to do so regularly.

Guy

Call for Nominations for the Veterans Ombudsman's Commendation

Thu, 05 Jul 2012 00:07:00 GMT

The Veterans Ombudsman's Commendation is awarded to an individual or group who has made an outstanding contribution to the Veterans community. I feel that it is important to recognize the extraordinary efforts of these individuals, as they are often the ones who work tirelessly to bring issues to light and provide a foundation for positive change for Veterans.

At this time, I am seeking nominations for this year's Veterans Ombudsman's Commendation. I invite you to nominate any individual, group, business or association that has made an outstanding contribution to the well-being of Veterans and their families. More information on the criteria and nomination process is available on our Web site.

The deadline for submission of nominations is August 10, 2012. The Veterans Ombudsman's Advisory Committee will review the nominations, and provide me with recommendations.

If you would like to nominate an individual or group, please complete the nomination form, including a brief summary of why the candidate is deserving of the Veterans Ombudsman's Commendation. The completed form can be sent by mail, fax or electronically:

By Mail:
Office of the Veterans Ombudsman
1560– 360 Albert Street
Ottawa, Ontario
K1R 7X7

By Fax: 613-944-2939

By email: communication@ombudsman-veterans.gc.ca

I look forward to receiving your nominations and reading about the extraordinary contributions of these individuals and groups to the benefit of Veterans.

Guy

One Veteran, One Team - Update

Fri, 22 Jun 2012 00:06:00 GMT

As I shared in a previous blog, my team recently assembled for an all-staff retreat, during which employees from our Ottawa and Charlottetown offices gathered for two days to share information, discuss plans and connect with colleagues. The Office holds these retreats twice a year, and they serve as a great way to plan upcoming initiatives and solidify working relationships.

Along with bridging the geographical gap between offices, the retreat was an opportunity to discuss the current year's plans and priorities as well as the issues we plan to look at in the coming months.

We plan to continue looking at issues of procedural fairness throughout the adjudication process. We will also monitor decision letters from Veterans Affairs Canada, and ensure that the recommendations laid out in our report Veterans' Right to Know Reasons for Decisions: A Matter of Procedural Fairness are being implemented. We will also follow-up on our analysis of Federal Courts decisions pertaining to the Veterans Review and Appeal Board to ensure that improvements are being made based on the recommendations laid out in our report Veterans Right to Fair Adjudication. We plan to produce follow-up reports on both of these issues in order to keep you informed of the progress being made.

The retreat also provided an open forum where all staff could share ideas. It was clear through their questions and suggestions that the team takes its work very seriously, and they are all very eager to contribute to the office's plans and projects. It was encouraging to see the enthusiasm and passion each and every one of them has for helping Veterans.

I know that this enthusiasm, passion and desire to assist Veterans will be seen in the work we continue to do. I look forward to putting these new initiatives into place, and will keep you informed as the work progresses.

Guy

One Veteran, One Team

Tue, 05 Jun 2012 00:06:00 GMT

As I mentioned previously in my blog, the Office has adopted the theme of One Veteran for the period of my mandate. As this theme suggests, I feel very strongly that all Veterans, regardless of their service, should be treated fairly by Veterans Affairs Canada. To the same end, it is crucial that the many voices within the Veterans community come together to share the same goal: to ensure that those who have honourably served our country have access to the benefits and services they need, in recognition of their service and of the individual sacrifices they and their families have made.

In many ways, the concept of coming together to work as one team applies to the Office. With a team that is split between two different locations—one in Ottawa and one in Charlottetown—it is extremely important that geographic distance does not take away from the quality of the work we do to ensure the fair treatment of all Veterans. Our two office locations strive to maintain good communication so that we are able to work together as one team.

While modern technology has simplified the task of working across provinces, it is important to solidify working relationships face-to-face. One way that we have had success in cultivating an efficient working relationship between our two work locations is by holding annual retreats, where Office staff from both locations gather for two days to share information, discuss processes, and connect with colleagues whom they don't regularly work with face-to-face.

During the second week of June, my team will assemble for an all-staff retreat. This will be an opportunity to foster communication and plan strategically for the year ahead. We will use this time to plan for upcoming outreach tours and systemic reviews, identify possible areas of concern, and generally ensure that the team is working together towards a common goal—the fair treatment of all Veterans. I expect that this retreat will be very informative and productive, and I will be sure to provide an update following our return.

On the Right Path...

Wed, 30 May 2012 00:05:00 GMT

I was very pleased yesterday as I watched the press conference, held by Ministers Blaney and MacKay, to announce that the Government of Canada would not appeal the Federal Court of Canada ruling with respect to the offset of Pension Act disability benefits from the Service Income Security Insurance Plan - Long Term Disability Plan (SISIP LTD). This was the right thing to do.

The same issue exists at Veterans Affairs Canada with the War Veterans Allowance, the Canadian Forces Income Support Benefit and the Earnings Loss Benefit program under the New Veterans Charter. While the Federal Court ruling specifically addressed the unfairness of the offset within the SISIP LTD, I was also very pleased to see that Veterans Affairs Canada moved quickly to correct this offset within its own programs. I commend Minister Blaney and Veterans Affairs Canada for doing the right thing by proactively harmonizing the Department's policies and regulations to reflect the planned changes to the SISIP LTD.

I am hopeful that the Government of Canada will move to complete the regulatory process quickly in order to implement these changes and issue compensation.

I want to again acknowledge the efforts of Mr. Manuge and the pro bono* legal services provided by McInnes Cooper. Thank you for your work to improve the lives and livelihoods of Veterans.

Guy

*Editor's note: The original blog made reference to pro bono legal services provided by McInnes Cooper. The Office has since learned that these services were provided on a contingent fee basis, where a predetermined percentage of the compensation is charged for legal services in cases, such as this one, where a lawsuit is successful.

It's All About Engagement

Tue, 29 May 2012 00:05:00 GMT

On Thursday, May 31, I will be appearing before the House of Commons Standing Committee on Veterans Affairs to speak to the Transformation underway within Veterans Affairs Canada. My appearances before parliamentary committees, both in the House of Commons and the Senate, allow me the opportunity to speak directly to decision-makers, promote Veterans' issues and raise awareness of the challenges faced in the Veterans' community. My statements, along with those of the other witnesses called before the Committee, will be reviewed and compiled by committee members who will then draft a report and recommendations based on our testimony.

Committees are significant for several reasons:

they allow for the detailed examination of complex issues, which is more easily done in small groups;
they offer an opportunity for members to hear directly from Canadians and experts and to have their statements placed on the public record; and
they provide an opportunity for members to learn more about the details of policies and programs.

From November 2011 to March, 2012, the House of Commons Standing Committee on Veterans Affairs conducted a study of the delivery of front-line health and well-being services for Canadian Veterans. As part of this process, I addressed the Committee on March 8, 2012. Last week, they released the resulting report entitled Improving Services to Improve Quality of Life for Veterans and Their Families.

Committee report findings and recommendations often serve as a blueprint that enables the Office to determine what areas to pursue in the future. Throughout the report, the testimony is linked to the transcripts of the individual witness testimony, which allows readers to see exactly what questions were asked and how they were answered. This dialogue not only makes the work of the relevant departments more visible to Parliament, but it makes both the Department and the committee members accountable to you, the citizen, by the direct testimony provided. Nowhere else can one find such visibility into the inner workings of government departments, agencies and tribunals from the comfort of one's own home. Committee testimony can be seen or listened to live on ParlVu and meeting transcripts are generally published within two weeks of a meeting.

In addition to other sources, the Office uses committee testimony to gain insight into what is happening in the Department and the broader Veterans' community so as to prioritize and focus our activities. The systemic reviews and reports that the Office undertakes often complement committee reports by providing evidence and focused recommendations on a subject. Sometimes, as in the case of our recent report, Veterans' Right to Fair Adjudication, the work of the Office serves as a catalyst to Members of Parliament to initiate a study or review.

The parliamentary committee process is a powerful enabler for citizen engagement and in an upcoming blog I will explain how we can use this process to pursue change. I'll be back in touch after my committee appearance to discuss this further.

Guy

Building a bridge, one block at a time...

Wed, 23 May 2012 00:05:00 GMT

Guy Parent presents a copy of the
Veterans Bill of Rights to Bob Paulson,
Commissioner of the RCMP

As I blogged in early May, many RCMP members and Veterans do not realize that I represent them. The Veterans Bill of Rights clearly applies to all clients of Veterans Affairs Canada, including members and former members of the RCMP. And given that I am the Ombudsman for clients of Veterans Affairs Canada (VAC),
I consider it an important responsibility of my mandate to represent the RCMP Veteran community - including the over 9,000 clients of Veterans Affairs Canada who are former members of the RCMP. Not only that, but I have made special efforts since the start of my mandate to reach out and inform the 16,500 RCMP Veterans and 22,000 serving members of the RCMP of the VAC benefits and services that they may be eligible to receive.

There are well over a dozen Memoranda of Understanding between VAC and the RCMP that govern the coverage received by RCMP members and Veterans. Despite that, RCMP members and Veterans do not have access to many of the benefits and programs available to military Veterans. This is an area that I am intent on addressing during my mandate. Sailors, soldiers, airmen and airwomen, as well as members of the RCMP, do not question where and when they must serve – there should be no difference in the level of programs and services they are provided if they are injured in their service.

On Wednesday, May 9, 2012, I sat down with Bob Paulson, Commissioner of the RCMP for what, I am sure, will be the first of many meetings. I am excited to tell you that there was agreement around the table to create a multidisciplinary working group to focus on RCMP Veterans' issues. In a separate meeting, Suzanne Tining, Deputy Minister of VAC readily agreed to the formation of this working group. It will be comprised of representatives of the RCMP, the RCMP Veterans' Association, VAC and the Office, along with other stakeholders yet to be confirmed.

While this working group is still in its early infancy, I would imagine that members will begin their work together by clearly identifying the current suite of programs and benefits available to RCMP members and Veterans, with a view to identifying the gaps or areas of concern that may need to be examined. From there, a working mandate will be developed based on these findings.

As we closed our meeting, I took the opportunity to present Commissioner Paulson with a framed copy of the Veterans Bill of Rights. I look forward to our future meetings and to the implementation of the working group. This is still the first block in the bridge and we are still in the early days, but I will be sure to keep you updated as we move forward.

One Veteran!

Guy

Mental Health Week

Thu, 10 May 2012 00:05:00 GMT

The Canadian Mental Health Association encourages Canadians to mark the first full week of May as Mental Health Week. This is an annual national event to encourage people from all walks of life to learn, talk, reflect and engage with others on all issues relating to mental health.

According to the Canadian Mental Health Association, one in every five Canadians will experience a mental health problem during the course of their lifetime. Over 10,000 clients of Veterans Affairs Canada are receiving treatment for a mental condition. Veterans are just a cross section of Canadian society who have seen and done extraordinary things in the service of their country. While mental health issues within the Veteran community are not tracked comprehensively, the rate among Veterans is influenced by the fact that Veterans often face additional stress and difficulties associated with the unique demands of service and when they transition to civilian life.

The Office believes that Veterans Affairs Canada should develop a way of tracking Veterans to provide some visibility on this issue as well as keeping Veterans apprised of changes to programs and services. As a better understanding of how to identify and treat the psychological effects of operations has evolved over the years, many Veterans who have served in previous decades are unaware of existing benefits and services. As well, only now is the stigma of having an operational stress injury starting to diminish, so many Veterans who previously have not wanted to come forward may be more receptive to receiving services today. A Veterans' ID card may be the first step to identifying the potential unmet needs of the over 500,000 Veterans who are not clients of Veterans Affairs Canada.

Additionally, there has been a high operational tempo within the Canadian Forces over the past three decades with more operations being conducted by fewer service personnel resulting in many service members suffering from the cumulative effects of multiple deployments. The physical and mental health impact of these operations is only just now starting to become evident.

The administration of Veterans' benefits needs to be considered a national security issue as how Veterans are looked after directly affects the Canadian Forces' ability to recruit and retain Canada's best. The same can be said about the RCMP. When decisions are being made to put Canada's sons and daughters into harm's way, national security decision makers should be considering and allocating the resources necessary to Veterans Affairs Canada to deal with the future health-related consequences, both physical and mental, of those operations. The true impact of high intensity operations such as those in Afghanistan may not be seen for many years. Veterans Affairs Canada should already be considering the actions it needs to take to position itself to meet the current and future needs of these Veterans.

Aside from the moral obligation to meet the mental and physical needs of those who are injured in service to their country, the long term financial and social costs of inadequately addressing the service-related needs of Veterans and their families far outweighs the cost of what might have been spent to prevent a crisis. This week offers us an opportunity to consider the effects of mental health in our work place and in our homes. For Veterans and their families who are struggling with a difficult aftermath of service to their country, we owe a special debt as their sacrifices were made on behalf of all Canadian citizens. Let us all commit to making a real difference this year in the lives of those who struggle with mental illness.

Guy

Report on Saskatchewan Outreach Activities

Fri, 04 May 2012 00:05:00 GMT

I have recently returned from Saskatchewan, where I spent a week meeting with Veterans in Moose Jaw, Regina and Saskatoon. I was pleased with the turnout to our public events and enjoyed meeting with the many military and RCMP members, Veterans, families and others who came together to host my team and I.

We spent one day in Moose Jaw, where I met with the mayor, Glenn Hagel and LCol Brian Murray, acting commander of 15 Wing. I wanted to make sure that they were aware of the assistance that the Office can provide, as well as invite them to the town hall that we held in Moose Jaw that evening.

I then drove to Regina to meet with almost 40 RCMP members and staff. Many RCMP members and Veterans do not realize that I represent them. There are currently 16,500 RCMP Veterans and 22,000 serving members of the RCMP who may potentially be eligible for benefits from Veterans Affairs Canada. I make sure that I reach out to the local RCMP detachments every time I travel for an outreach event to ensure that they are aware of the assistance and support that the Office can provide to them. This was especially important to do in Saskatchewan, given the high number of RCMP members and Veterans in the province.

While in Regina, I met with the Provincial Ombudsman, Mr. Kevin Fenwick. Issues such as long-term care and health care fall under provincial jurisdiction. In instances where the Office needs to intervene on behalf of a Veteran on issues under provincial jurisdiction, we may engage with the provincial ombudsman to bring about change. I also spent several hours at the Wascana Rehabilitation Centre where I had lunch with staff of the Extended Care/Veterans Program. My team and I then spread out and met with most of the 52 residents living in the two Veterans' wings, as well as some of their family members.

We held an afternoon meeting with representatives of the Saskatchewan First Nations Veterans Association to discuss some of the challenges that they are currently facing. I also met with employees of Veterans Affairs Canada to debrief them, as I always do, on the key issues raised at the local town halls.

In Saskatoon, I met with the mayor, Mr. Donald Atchison, as well as the Saskatoon branch of the RCMP Veterans Association and employees of the Saskatoon VAC office. In addition, some of my team met with Dr. Susan Brock, a noted psychologist who specializes in the treatment of trauma within the military and first responder communities.

Guy

Positive News for Veterans!

Wed, 02 May 2012 00:05:00 GMT

Mr. Dennis Manuge and approximately 4500 former members of the Canadian Forces were given positive news today from the Federal Court, which ruled that the offset of Pension Act disability benefits from the Service Income Security Insurance Plan - Long Term Disability Plan (SISIP LTD) contravened the SISIP policy.

In 2003, the National Defence and Canadian Forces Ombudsman conducted an investigation into the SISIP LTD and issued a report entitled Unfair Deductions From SISIP Payments to Former CF Members. After a thorough investigation, the National Defence and Canadian Forces Ombudsman concluded that it was an unfair practice for SISIP LTD to consider Pension Act disability pensions as income and to deduct them from SISIP LTD benefits.

In 2008 the Senate Standing Committee on National Security and Defence reconfirmed the findings of the National Defence and Canadian Forces Ombudsman in their own report on the subject by concluding that the practice was unfair and stating: "In fact, all witnesses who appeared before us, with the exception of witnesses from the Department of National Defence, felt the reductions were indeed unfair."

The Office of the Veterans Ombudsman hopes that the Government of Canada responds quickly to resolve this unfairness.

The Office wishes to acknowledge the efforts of Mr. Manuge and the pro bono* legal services provided by McInnes Cooper. Well done!

Guy

Report on Vancouver Outreach Activities

Fri, 13 Apr 2012 00:04:00 GMT

As I prepare for my upcoming outreach to Saskatchewan, I realized that I had yet to update you on my trip to Vancouver at the end of February.

The Vancouver outreach meetings started Monday, February 27, with the University of British Columbia (UBC), where I met with faculty and participants to learn more about the Veterans' Transition Program. This unique program helps former members of the Canadian military make the transition back to civilian life. Following this, we met with the staff of the UBC Operational Stress Injury clinic, where we spent the afternoon learning about the challenges they often face when assisting Veterans. That evening, I held a town hall in Surrey, which was well-attended by Veterans, spouses, caretakers and Veterans' service providers.

Tuesday morning was spent at the George Derby Centre, a long-term care facility that is home to over 300 Veterans. My team and I toured the facility and met privately with the members of the Residents' Council. We then attended a briefing by the Board of Directors. I was very impressed by the beautiful artwork being created by the residents and by the passion exuded by the staff.

This was followed by a tour and lunch meeting at Vancouver's Honour House, where the families of Canadian Forces members, as well as the first responders' community can receive free accommodation while the service member is receiving care in the Metro Vancouver area. This is a striking example of the great things that can be accomplished through the cooperation of the private sector, Veterans' organizations and others in the community.

On the third day, I met with students and organizers of the British Columbia Institute of Technology's Legion Military Skills Conversion Program. This program has been strongly supported by the Royal Canadian Legion. It is designed to help accelerate and advance the civilian careers of former and current Reserve and Regular Force members of the Canadian military by giving both equivalency credits and advanced academic placement in recognition of military training and experience. Wednesday afternoon brought us to the Veterans Memorial Manor, where we met with staff from Veterans Affairs Canada and the Manor to be briefed on their outreach to homeless Veterans in the Vancouver area. I capped off the day by meeting with Vancouver Councilor Heather Deal to discuss the integration and support of Veterans in the community.

Thursday was just as busy. We met with staff and directors of the Mainland BC Military Family Resource Centre to hear about how they provide services to a military community with a wide geographic distribution, made up primarily of Reservists. Then, our team split up for the afternoon. I met with staff relations officers of RCMP 'E' Division, while the rest of the team met with Better Meals, which provides a 'meals on wheels' service to the community, including Veterans. I then held a town hall in North Vancouver that evening.

Before leaving on Friday, I met with the local staff at the Veterans Affairs Canada District Office. I find it very beneficial to meet with departmental staff towards the end of all of our outreach trips. It allows me to relay to them the feedback and ideas we've heard throughout the week. It is also an excellent opportunity for me to educate frontline staff about the services we provide and the way we intend to work with the Department. I mention it frequently in my town hall sessions, but I reiterate it again: we need the collaboration of the Department in order to resolve cases. Through our meetings with frontline staff, we can position ourselves to be able to respond to your concerns quickly and efficiently. That way, everyone wins.

We've posted the dates and locations for the upcoming town halls sessions in Saskatchewan. I hope to see you there!

Guy

----------

Veterans' Transition Program: http://startanevolution.ubc.ca/successstories/veterans-transition-program/

UBC OSI Clinic: http://www.bcosi.ca/

George Derby Centre: http://georgederbycentre.ca/

Honour House: http://www.honourhouse.ca/

BCIT Legion Military Skills Conversion: http://www.bcit.ca/legion/

Mainland BC MFRC: http://www.familynavigator.ca/bases/content/mainland_bc/

Activity Report – Spring 2012

Wed, 04 Apr 2012 00:04:00 GMT

With the start of springtime and a new fiscal year, I would like to take the time to update you on some of the activities of the Office.

As you all know, last Thursday, the Government released details of the federal budget. There had been much discussion and speculation about how the budget and the anticipated cuts would affect our Veterans. On Thursday, we learned that Veterans Affairs Canada would be subject to an overall budget reduction of 1.1%. Minister Blaney has issued several public reassurances that programs and services will not be affected, so the Office will be watching very closely over the coming weeks and months as senior managers of the Department determine where and how they will bring about these reductions. It is imperative not only that programs themselves not be affected, but that these reductions not negatively impact the delivery of these programs. We will be vigilantly monitoring to ensure that the Department has the right technologies and systems in place to provide first-rate service to Veterans and to ensure that the right expertise and experience is retained.

On another budget-related note, you may have some questions about the impact of the increase to the eligibility age for the Old Age Security pension and Guaranteed Income Supplement from 65 to 67. The government has publicly committed to ensuring that federal programs, including programs provided by Veterans Affairs Canada that currently provide income support benefits until age 65, are realigned to ensure that there is no gap. I will be asking the Department to keep the Office informed as these programs are amended.

In late February, the Office released a report entitled Veterans' Right to Know Reasons for Decisions: A Matter of Procedural Fairness. This report examined the adequacy of information provided by Veterans Affairs Canada in their decision letters to Veterans who apply for disability pensions or disability awards. Shortly afterward, the Minister announced measures to improve information provided to Veterans in the Department's decision letters, based on the recommendations of the report. This report is only the first of a series of reports that will be published over the course of the year on issues of procedural fairness. We are in the process of finalizing a report that examines procedural fairness concerning Veteran's rights to fully know what is being reviewed in the disability benefit application process.

As a companion piece to the Reasons for Decisions report, we submitted a report to the Minister on March 29 on the findings of the analysis of judgments issued by the Federal Court and the Federal Court of Appeal on applications for judicial review of decisions made by the Veterans Review and Appeal Board. The Minister has up to 60 days (May 28, 2012) to release this report, entitled Veterans' Right to Fair Adjudication.

We have reprioritized our workload in order to support our focus on fairness throughout the adjudication process but we continue to work on a number of other issues of importance to Veterans, including mental health, long-term care, the Veterans Independence Program and the New Veterans Charter. We are also closely following the Department's work to reduce red tape and improve front-line delivery of programs and services.

On top of all of the activities I've just mentioned, I have spent much time over the past months personally meeting with serving members of the Canadian Forces and the RCMP, Veterans and their representatives in various locations across the country, as part of my outreach activities. Keep checking this site, as I'll provide a full update on these meetings and events in my next blog.

Guy

Veterans' Right to Know Reasons for Decisions: A Matter of Procedural Fairness

Mon, 20 Feb 2012 00:02:00 GMT

Today, I released a report entitled Veterans' Right to Know Reasons for Decisions: A Matter of Procedural Fairness. This report examined the adequacy of information provided by Veterans Affairs Canada in their decision letters to Veterans who apply for disability pensions or disability awards.

Since the Office opened in 2008, many of the complaints we have received related to decisions made by Veterans Affairs Canada with respect to disability pensions and awards. In helping these Veterans, we noted that the letters that they received were vague, unclear or not understandable, which made it very difficult for the Office to help Veterans. As a result, the Office undertook a review of a statistically valid sample of letters sent by the Department between 2001 and 2010. While some letters contained information regarding relevant legislation or references to supporting material, not a single letter provided the applicant with an adequate explanation for the decision taken. Providing information to support a decision is fundamentally different than providing a reason for a decision, a distinction that seems not to be understood by the Department.

The findings of this report confirmed our concerns and should not be news to Veterans Affairs Canada. The failure to provide reasons for decisions is an issue that was first brought to the Department's attention by the Auditor General of Canada in 1998.

In the Canadian system of parliamentary democracy and responsible government, the government has a duty to explain its policies and decisions. Veterans need assurances that their applications for disability benefits have been fully and fairly considered. A detailed decision letter is the essential source of that information.

Veterans have a right to know why and how decisions are made. The letters concern monetary entitlements that have a direct impact on Veterans' quality of life. It troubles me to think that many Veterans may be discouraged from pursuing their applications further because the response letter does not reveal the rationale for the decision. It is equally unacceptable for Veterans to exercise their appeal rights without having been provided with a clear explanation of the decision.

Veterans, like all Canadians, have a right to procedural fairness from public decision-makers. The obligation to provide adequate reasons for decisions that affect them has been well established in administrative law in Canada and abroad. It is even more important to fulfill that obligation when it is an explicit legal requirement, as is the case with assessment decisions made by Veterans Affairs Canada. I urge Veterans Affairs Canada to implement the four recommendations contained in the report.

The full report is available online at www.ombudsman-veterans.gc.ca. This report is the first of a series of reports that will be published over the course of the year on issues of procedural fairness.

Outreach activities, winter and spring 2012

Mon, 13 Feb 2012 00:02:00 GMT

Last week, I promised to tell you about some of my upcoming outreach activities. Reaching out to the Veterans community is very important to me as it gives me the opportunity to explain the services available through the Office, to have good discussions with those who attend town halls and to ensure that the concerns of Veterans are reflected in the work of the Office. That's why I was eager to get back on the road after the holidays.

I started the year off with a week of outreach to northern Ontario. In Sudbury, I met with the local Member of Parliament, the Mayor's office and staff who work with Veterans through a Municipal Veterans Committee. The evening town hall session was well attended by Veterans and their families and proved to be very informative and productive. The next day, my staff and I met with a home care service provider to get an insight into what challenges they face in providing services to Veterans and their families. Our RCMP constituency were not forgotten. I met with the RCMP Sudbury detachment where we had a very good discussion. This was a good opportunity for us to inform and educate them on what the Office can do for RCMP members, Veterans and their families. After a short flight to Timmins, we did it all over again! I met with the Mayor and held a town hall at the South Porcupine Legion. Poor weather got in the way, but I was pleased with the quality of the participation.

On the last day in northern Ontario, I drove to Kirkland Lake, where I met with approximately 100 employees of Veterans Affairs Canada. I did a presentation on our role and mandate and how we work to assist our clients. The briefing was well received and it was followed by a very informative question and answer period.

We're now planning the next visit, this time to the West Coast. I will be travelling to Vancouver from February 27 to March 3. The confirmed dates and locations for the town halls are posted here. If you are in the area, please be sure to come out. Early intervention officers travel with me on these outreach trips. They are available to listen to personal complaints and, if need be, to open case files for those who are seeking assistance from the Office.

If you're not able to attend the town halls in the Vancouver area, don't worry. The Office is firming up plans to travel to several other regions over the coming months. The outreach to Saskatchewan will take place in April 2012. I also plan on travelling to the Greater Toronto Area in May 2012 and to Victoria, northern British Columbia and Interior in June 2012.

As always, if you'd like to invite me to attend your event or assist us in coordinating the Office's outreach activities in your area, let us know. You can reach us via email at communication@ombudsman-veterans.gc.ca.

Guy

A busy year ahead - update on files

Wed, 08 Feb 2012 00:02:00 GMT

We're well into the new year, and if the last few months are any indication, it is going to be a busy year.

First, the Office dealt with a number of complaints about denied claims for the Agent Orange ex gratia payment, which as you know ended on December 30, 2011. In our view, the Department's narrow definition of caregiver was at odds with the intent and spirit of the Order in Council that established the ex gratia payment and created an unfair barrier to accessibility. The Department reviewed claims that were denied in the past and, as a result, some 30 applicants, mostly caregivers, received the ex gratia payment. The Agent Orange file remains a priority for the Office since former and still-serving members of the Canadian Forces who think they have an illness that is related to the use of the Agent Orange herbicide can apply for disability benefits. We are a few months away from completing our systemic investigation of decisions made by the Veterans Review and Appeal Board in relation to applications for disability benefits linked to exposure to the Agent Orange herbicide.

On December 20, 2011, I submitted to the Minister my report Veterans' Right to Know Reasons for Decisions: A Matter of Procedural Fairness which details the results of our examination of letters issued by Veterans Affairs Canada to inform applicants of its decisions pertaining to their application for disability pensions or disability awards. Veterans have a right to know why and how decisions that affect them are made by the Department and the decision letter is the essential source of that information. The report raises a number of concerns about the adequacy of information contained in decision letters and makes a number of recommendations to address them. This is the first in a series of reports that we will be publishing over the course of the year on procedural fairness issues. In accordance with the Order of Council that established the Office, the report will be published no later than 60 days after submission to the Minister, in this case around February 21, 2012.

The Office has received many inquiries about our investigation of decisions of the Veterans Review and Appeal Board that have been the subject of a judicial review in the Federal Courts. We retained the law firm Borden, Ladner and Gervais to perform an independent analysis of some 150 Federal Court and Federal Court of Appeal decisions. The law firm was asked to do an analysis of the Courts' findings on the consistency of Board decisions and how the Board considered evidence in the cases before it. The firm was also asked to identify procedural and legal trends as well as any systemic issues that have a negative impact on Veterans and other clients of the Department. Their review has been completed and we are now putting the finishing touches on our report, which will be submitted to the Minister by the end of February. I'll be sure to let you know when the report is sent to the Minister.

In the next few weeks, I will be updating you on the other investigations that we are working on related to the Veterans Independence Program, long-term care and mental health as well as our plans to prepare for the parliamentary review of the New Veterans Charter. The upcoming federal budget is of course something that we will pay close attention to and as many others have expressed, the bottom line for me is that there should be no reduction to Veterans' benefits and services.

Next week, I'll update you on my recent trip to Sudbury, Timmins and Kirkland Lake and the outreach plans for the next several months.

Guy

An Open Letter to Canadians from the Veterans Ombudsman

Thu, 10 Nov 2011 00:11:00 GMT

As Canadians we enjoy many freedoms. Freedom of conscience, freedom of belief, freedom of association, freedom of mobility. These are the freedoms—and indeed, the rights—we enjoy in Canada.

These freedoms were hard won by Canadians willing to risk their lives to defend them. From the First and Second World Wars to the Korean War, through the Cold War and the Gulf War, in the former Yugoslavia and Afghanistan, through decades of peacekeeping and peacemaking missions around the world, as well as operations here in Canada, millions of Canada's young men and women have served to defend our rights and security and gave up a measure of their own freedom to preserve ours. Thousands and thousands of them have made the ultimate sacrifice.

Numbers alone cannot adequately represent the sacrifice of those who serve. The families who support them also make tremendous sacrifices with too little recognition. Mothers, fathers, spouses, sons and daughters stay behind and worry that the next knock on the door may bring the worst possible news. If it does, they carry on with their lives courageously, diminished by their loss. And when men and women in uniform return ill or injured, both they and their families must deal with the effects for the rest of their lives.

During Veterans' Week, Canadians—through hundreds of commemorative ceremonies and events across the country—remember the Fallen, pay tribute to Canada's Veterans of today and yesterday, and salute the men and women of the Canadian Forces and the RCMP who continue to serve our country with pride and courage as did Veterans before them. Later this week, on the 11th hour of the 11th day of the 11th month, we will pause in silence to remember those who lost their lives serving our country.

Veterans' Week accentuates many very personal memories for Veterans—good memories and difficult ones. The nation's expression of gratitude is a source of great pride and comfort to Canada's Veterans and their families.

But as Canadians, we must also remember that while the majority of serving men and women leave the service healthy, a great number of them return to civilian life ill or injured. As a nation, we have the obligation to take care of the men and women that were put in harm's way to protect our rights and freedoms. Ensuring that their needs are met is the nation's greatest and most meaningful expression of gratitude.

Let this November 11 not be the only moment of the year that we offer to those who serve our country. As the Veterans Ombudsman and one of Canada's almost 800,000 Veterans, I ask you to remember Canada's Veterans—not just today, but every day.

Lest we forget.

Guy Parent

Veterans Ombudsman

Veterans' Week 2011

Fri, 04 Nov 2011 00:11:00 GMT

From November 5 to 11, Canadians from across the country will join together to pay tribute to Canada's Veterans of today and yesterday, and to honour the men and women who made the ultimate sacrifice defending our values and way of life.

Through hundreds of commemorative ceremonies and events, they will remember the accomplishments and sacrifices of generations of serving men and women with respect and gratitude. Veterans, as well as families and friends of Veterans and still-serving men and women will also remember; they will remember fallen or injured comrades, fathers, mothers, sons, daughters and friends who gave their lives for Country or returned home ill or injured.

For members of the Veterans community, Veterans' Week accentuates many very personal memories, some good but also some difficult ones. I hope that all Veterans will be surrounded by friends and family members during Veterans' Week and will find comfort in the nation's expression of gratitude. On November 5, 2011, many of you will also participate in the second Annual Canadian Veterans National Day of Protest to remind elected officials of the nation's obligation to address the needs of ill and injured Veterans and serving members.

As many of you know, I was a search and rescue technician for more than 30 years and I retain a strong attachment to that community. It is therefore with sadness that on Saturday, November 5, I will be attending the funeral of Sergeant Janick Gilbert, a search and rescue technician who lost his life during a rescue operation in the Arctic on Thursday, October 27, 2011.

This tragedy reminds us all of the risks that all serving men and women face, whether they serve in times of peace, conflict or war; or participate in operations abroad or here in Canada.

I salute all Veterans of the Canadian Forces and the RCMP.

I salute all serving members who continue to serve our country with pride and courage as did Veterans before them.

I salute all families who support them and whose sacrifices receive too little recognition!

Guy Parent

One Veteran

Quebec and Maritime Outreach Tour

Fri, 28 Oct 2011 00:10:00 GMT

The fall 2011 outreach tour has come to an end. It was, to my mind, a great success! I was pleased to meet so many Veterans from Quebec City, Moncton, Oromocto, Halifax and the surrounding areas.

As many of you know, we began our tour in Quebec City, where over 100 Veterans attended our first town hall. Town halls such as this one allow me to inform the Veterans' community about my mandate and the work that the Office is doing. Town halls also provide an opportunity for military and RCMP Veterans, their families and representatives to gather in camaraderie, and they enable my staff and I to directly hear and address the concerns of Veterans. At least two Early Intervention officers from the Office were available to assist Veterans with their personal concerns and complaints, both during and after every town hall.

While in Quebec City, I met with the Protecteur du citoyen (Quebec's provincial ombudsman) to discuss potential ways by which our offices could collaborate, and with the Deputy Mayor to highlight the positive contributions that Veterans make to the community.

My staff and I also met with military families in Valcartier to address some of their concerns, particularly related to the transition process after service.

In addition to holding a town hall in Moncton, I met with staff members of the Military Family Resource Centre to discuss the challenges faced by military families.

While in the Oromocto area, my staff and I met with employees of the Integrated Personnel Support Unit in Gagetown. We discussed the challenges of transitioning from military to civilian life, including the transition from services provided by the Department of National Defence to those provided by Veterans Affairs Canada. We also accepted the invitation to meet with an 86-year-old Veteran in his home, as he was unable to attend our public events.

The rain didn't dampen our outreach in Halifax. I had an insightful meeting with the Nova Scotia Ombudsman, himself an RCMP Veteran, to discuss how we might work together in the future to address concerns that fall under both of our mandates. I met with the Mayor of Halifax to highlight the valuable skills and experience that Veterans contribute to civilian society upon leaving the service. I also met with staff of Veterans Affairs Canada at both the regional and district offices to inform them of the work that the Office is doing and answer their questions. These meetings enabled me to better understand the challenges and frustrations that the Department's frontline employees face in trying to provide the best service to you, the Veterans.

Two main themes emerged throughout these activities. Firstly, the communication from Veterans Affairs Canada to the Veterans' community needs improvement. There is often either a lack of communication from the Department or the information that is provided is unclear, too complex, and bureaucratic. Secondly, access to programs is too complex and difficult. Often, Veterans in need of assistance are so disheartened by the process that they simply give up and suffer in silence. I want to assure the Veterans' community that we hear these concerns loudly and clearly and that the Office will continue to raise these issues with the Department and the Minister.

Other concerns were raised during the town halls and are priorities for the Office, including services available for families, the disability award, disability benefits for conditions related to exposure to Agent Orange, long-term care, and the Veterans Independence Program. The issue of the blending of the Canada Pension Plan with the Canadian Forces Superannuation and the RCMP Superannuation was also raised by many participants at the Halifax town hall. While the issue falls outside the mandate of the Office, we will continue to monitor the issue and will follow up with the Ombudsman for the Department of National Defence and Canadian Forces.

I would like to sincerely thank the many Veterans, family members, service providers and others who helped my staff to plan and publicize the outreach activities, attended our public events, and shared their concerns with us.

I would also like to thank my team, who kept me on the straight and narrow and made it all happen. Without them, this would have been just a trip rather than a successful outreach campaign.

We're all doing this for the same reason, to help Veterans.

One Veteran!

Guy Parent

Bittersweet News for Veterans

Thu, 06 Oct 2011 00:10:00 GMT

Reaching out – Fall 2011

Tue, 27 Sep 2011 00:09:00 GMT

As summer comes to a close, my team and I have put the finishing touches on my fall 2011 outreach tour. From October 11th to 22nd, I will travel to Quebec City, Oromocto, Moncton and Halifax, where I'll meet with Veterans organizations, municipal and provincial leaders, regional Veterans Affairs Canada staff and the broader Veterans community. If you are in the area, I would love to meet you too!

With logistical support from local Veterans organizations, I will be holding town halls in each of these cities. A Veterans Ombudsman town hall is an informal meeting where everyone in the Veterans' community is invited to attend; including all Veterans, RCMP members, military members, families and other interested parties. I encourage you to come out and participate in these town halls.

These events will allow me to meet and speak with Veterans, talk about the work that the Office is doing on their behalf, share our plans for the months ahead, and answer some of the questions Veterans may have about the Office and our work. Office staff will also be available to meet with Veterans and provide additional information about specific issues or cases. Further details on the town halls, such as the precise locations and times, will be published on our Web site shortly.

The activities being planned for the Quebec and Maritime regions are simply the beginning. Over the coming months, we will organize similar outreach tours that will allow me to meet with Veterans throughout Canada. Keep checking the events calendar to find out when I will be in your area.

I look forward to visiting the Quebec and Maritime regions and more importantly, I look forward to speaking with many of you in the coming weeks!

Guy Parent

An Area of Major Dissatisfaction

Wed, 14 Sep 2011 00:09:00 GMT

Last year almost 8 percent of our total complaints, 137 of 1823 cases, were on the decisions arising from the Veterans Review and Appeal Board (VRAB).

In fact VRAB complaints were rated as number five in the Office's top seven issues that caused Veterans concern.

For the most part, the Office can do very little with regards to an individual decision as the Order in Council that established the Office of the Veterans Ombudsman does not allow the Ombudsman to 'review any decision of the Board'. However, the Order in Council does allow the Ombudsman 'to review systemic issues related to the Board'. So although the Office couldn't help individual Veterans complaining about the decision they received from VRAB, the Office has been keeping track of those complaints and looking at them to determine if these individual decisions point to a larger problem that affects all Veterans (a systemic issue). One of the things we did notice was the number of Veterans that have had to go to Federal Court multiple times for the same issue.

Accordingly, since May of this year, the Office has been working on conducting a systemic investigation of Veterans Review and Appeal Board decisions that have been the subject of Judicial Review in the Federal Court. After many months of preliminary work, the contract was finally awarded on Friday, August 12, 2011 to the law firm of Borden, Ladner and Gervais and the work has begun. The statement of work provides for a review of these VRAB decisions and will include an analysis of the consistency of decisions, an assessment of the evidence as well as identify any legal trends. In addition, the review will also identify systemic issues having a negative impact on veterans.

The work is scheduled to be completed by the end of October 2011. Affected parties will be provided a copy of the draft report for comment prior to publication and the report will be published 60 days after it has been submitted to the Minister.

I believe this report is timely and I look forward to sharing with you the findings of this systemic investigation which should provide an objective review of a major area of concern for Veterans that is now starting to receive public scrutiny.

For additional information: http://www.vrab-tacra.gc.ca/Facts/Applications-demande-eng.cfm.

Guy Parent

Merchant Navy Veterans Day

Thu, 01 Sep 2011 00:09:00 GMT

Canada's Merchant Navy was vital during the Second World War, and its ships transported desperately needed equipment, fuel, supplies and personnel to aid Allied efforts in Europe and around the world. Merchant mariners were again called into service during the Korean War from 1950-1953.

More than 1,700 Merchant Navy personnel lost their lives between 1939 and 1945. This figure includes Canadian seamen who were lost while serving aboard Canadian and Allied ships. Merchant Navy ships made over 25,000 voyages from North America to Britain during the war.

Merchant mariners received little recognition, despite the important role they played. The Canadian government did not officially recognize merchant mariners as Veterans until 1992 and, until 2000, Merchant Navy Veterans were ineligible for some benefits and rehabilitation programs designed to help Veterans readjust to civilian life. It wasn't until June 2003 that the House of Commons passed an Act to recognize September 3 as Merchant Navy Veterans Day.

I was proud to lay a wreath this past Sunday, August 28, at the National War Memorial and Tomb of the Unknown Soldier here in Ottawa in honour of Canada's Merchant Navy Veterans. Setting aside a day to honour our Merchant Navy Veterans is but one small way that we can give long-overdue recognition to the service and sacrifice of Canada's merchant mariners.

Guy Parent

All for one and one for all!

Tue, 23 Aug 2011 00:08:00 GMT

When I left the Forces in 2002, I was looking to join a Veterans organization so that I could continue experiencing the camaraderie that is so strong in the military culture and to have the feeling that I belonged to an organization that cared. Other than joining my occupation's association, I never joined any other organization, but I accomplished my aim by maintaining a tie with my military comrades and the system, first by working with the National Defence Ombudsman and now as the Veterans Ombudsman. But I do remember that at that time, there were very few organizations other than the traditional ones.

Today, there are many choices, and many voices. Is this a bad thing? It should not be, because the concerns of Veterans have to be heard. However what is said and how it is presented is important. I also believe that an important role for these diverse Veterans groups is to provide opportunities for their members to carry on with friendships and camaraderie that originated in a specific area of war or operation, and to commemorate mission-related events and battle honours .

Many organizations have taken on a public voice that, when factual and informed, is a valuable source of information for our Veterans. It is easy to make statements about how badly Veterans are treated but I believe that such statements are much more effective when they are supported with facts and recommendations to fix the problems. That takes objectivity, research and analysis.

When organizations or individuals who should support and assist attempt to demean each other or vie for the honour of bashing the existing government, each individual Veteran loses, as does the Veteran community at large.

To denigrate the value of certain programs in public because they do not meet one's own personal needs based on exceptional circumstances is a cultural shift for members who once accepted service with unlimited liability and without questions. In addition, the proliferation of personal information related to circumstances of specific cases makes a mockery of our Privacy Act, when the same message contains complaints about invasion of their privacy by staff of Veterans Affairs Canada accessing information in order to identify individual need.

A while ago, the Canadian Navy, Army, and Air Force integrated into one service as the Canadian Forces. Although there were challenges at first, the newly assimilated culture seems to be functioning very well. Yes there was some inter-service and inter-unit rivalry but it became more constructive as a result of the integration, and when conducting operations, we fought for each other, side by side, with a common aim. The effectiveness of the Canadian Forces has always hinged on our unwavering belief that we will support and protect each other and those we are assigned to care for no matter what is thrown at us. I believe that the Veterans community would also benefit from some form of integration , an 'amalgamation` of minds' that is, where all Veterans organizations would speak as one on some critical issues that have been researched and documented, with recommendations to Veterans Affairs Canada to rectify problems. In fact, the knowledge, experience and energy in the Veterans population, should and can be very powerful instruments to effect change if well focussed.

The role of an Ombudsman is to be a neutral and impartial agent. While I cannot personally endorse any particular representative or advocacy group, as the only government-mandated voice for Veterans, I can play an important role in bringing Veterans' concerns to the attention of the Minister and other decision makers through regular informal discussions and by, for example, preparing a yearly compendium of issues of concerns identified by all organizations and Veterans who embrace the vision that "All Canadian Veterans will be treated fairly and in accordance with the Veterans Bill of Rights". My dual role as Veterans Ombudsman and special advisor to the Minister also gives me the opportunity to provide a Veterans' perspective on issues that are brought to his attention by the Department, to apprise him of issues that he might not otherwise hear about, and to make recommendations to correct unfair situations.

In addition, my Office can intervene at any time with the Department if someone identifies a case with compelling circumstances; this is why we review carefully all e-mails received and all comments posted on our Facebook page.

I know how much time many of you have invested and the incredible value-added that you have brought to the discussion that has raised the awareness of Veterans issues. Despite our collective differences on some issues, I commend the passion and energy that you have shown in trying to care for our Veterans and their families.

All this to say that just as we were in the service, we are all in this together; we are not distinguished by where and when we served but united by the fact that we served without questions. Our goal should be the same: to ensure that those who serve have access to the services and opportunities they need, in recognition of their service and of the individual sacrifices they and their families have made.

Guy Parent

Veterans Ombudsman Advisory Committee

Mon, 15 Aug 2011 00:08:00 GMT

As regular readers of this blog know, we recently solicited nominations to the Veterans Ombudsman Advisory Committee. We received over two dozen nominations from all over the country and across the Veterans' community. The selection process is now complete and the list of new Advisory Committee members is posted in the Advisory Committee section of our Web site.

These committee members were selected on the basis of their knowledge of, and experience with, Veterans issues. Rather than representing any particular organization, committee members will be asked to promote the well-being and fair treatment of all Veterans, and to encourage cooperation among groups representing Veterans.

To ensure that I can benefit from the broadest representation of views and experiences, I have decided to create an additional category of membership to the Advisory Committee. I have identified many individuals with varied areas of expertise and experience whom I will turn to for counsel and advice, as needed. This list of individuals, whom I will refer to as "affiliates", is also published in the Advisory Committee section of our Web site.

I look forward to telling you more about the Advisory Committee and the work they'll be doing in the coming weeks and months.

Guy Parent

August 8 Deadline for Input on Proposed Changes to New Veterans Charter Regulations

Fri, 29 Jul 2011 00:07:00 GMT

Today, I submitted the Office's response to the regulatory changes being proposed by Veterans Affairs Canada with respect to the Canadian Forces and Veterans Re-establishment and Compensation Regulations. These proposed changes were published in the Canada Gazette on 9 July 2011 (opens a new window).

First and foremost, I want to address the comments that were attributed to the Office on page 2268, (opens a new window) which states that "VAC staff met with, and briefed, the new Ombudsman and his staff on the enhancements to the NVC [New Veterans Charter], and they were supportive of the changes. The Office of the Veterans Ombudsman will continue to advocate publicly for further program improvements."

While the Office of the Veterans Ombudsman supports the provision of additional benefits to Veterans, we strongly feel that the current version of the proposed regulatory amendments to the Earnings Loss Benefit is unfair to part-time Reservists. However, they were right in saying that the Veterans community can expect that my Office will continue to advocate publicly for further program improvements!

The Earnings Loss Benefit for Regular Force and Reserve Force Veterans (Class C Reserve Service and Class B Reserve Service with contracts greater than 180 days) will be enhanced. This is good news! The new minimum income for these individuals will be $40,000 pre-tax per year.

On the other hand, the new minimum income under the Earnings Loss Benefit for Class B Reservists with contracts of less than 180 days and Class A Reservists will be only $24,300 pre-tax per year. This represents 75% of a monthly salary of $2,700; up from $2,000 per month to factor in cost of living increases since this amount was established.

So what happens to part-time Reservists who get seriously injured on a weekend exercise? What if they lose their civilian job (and salary) as a result of their injury? Their needs for rehabilitation and income support are no different than those of a Regular Force member. My Office believes that part-time Reservists should be eligible for the same benefits as other Veterans. The rationale for providing a minimum annual income of $40,000 to other Veterans is equally applicable to part-time Reservists.

There's quite a difference between $40,000 and $24,300!

At the very least, if the government is unwilling to give part-time Reservists the same financial support, then the proposed monthly salary of $2,700 used to establish the minimum income provided under the Earnings Loss Benefit should be indexed to the cost of living in order to maintain its current value.

The Office is also concerned that the Earnings Loss Benefit is only payable until the age of 65. Current retirement benefits need to be revisited to ensure that the financial benefits are maintained after age 65.

As citizens, you have the right to provide your comments on the proposed regulations published in the Canada Gazette. Do you have concerns with the regulatory changes being proposed by Veterans Affairs Canada with respect to the Canadian Forces and Veterans Re-establishment and Compensation Regulations? Do you share the Office's concerns?

You have until August 8, 2011 to submit your input. Send your comments by mail or email to:

Suzanne Levesque
Director
Cabinet and Legislative Affairs
Departmental Secretariat and Policy Coordination Division
Veterans Affairs Canada
66 Slater Street, Room 1527
Ottawa, Ontario
K1A 0P4
Email: suzanne.levesque@vac-acc.gc.ca

Guy Parent

Activity Report

Sat, 16 Jul 2011 00:07:00 GMT

Since I became Veterans Ombudsman, much has happened to put everything in place to help us better meet our objectives and the needs of Veterans and their families. Before summer vacations begin for many of you, I wanted to update you on the progress made here at the Office of the Veterans Ombudsman, and give you a sense of what the priorities will be for the coming months.

The Office

A few weeks into my mandate, it became obvious to me that I had to take time to strengthen the organization. Much work has gone into reorganizing, restructuring and filling vacant positions, as well as reducing interim assignments.

All management positions are now filled: Gary Walbourne (Director General and Deputy Ombudsman), Pierre Guénette (Director of Research and Investigations) and Lynda Leblanc (Director of Communications and Outreach) have joined the Office in the last few months, and have quickly taken their place alongside Michel Guay (Director of Early Intervention and Corporate Services), Diane Guilmet-Harris (Legal Counsel) and Charlie Cue (Policy Advisor). A solid structure is important, but without governance, an organization is bound to fail, which is why efforts were invested in putting into place administrative and operational procedures that introduce a disciplined approach to our administration and our operations.

The Veterans Ombudsman Advisory Committee has also been restructured to support a new approach, and to ensure that a broad range of views and experiences are reflected on the Committee. There are now three categories of membership: six military Veterans' representatives and one RCMP Veteran; three professional advisors from academia, health care or other fields related to planned systemic investigations; and affiliate members comprised of individuals with varied areas of expertise and experience who I will turn to on occasion for advice. The list of members will soon be posted on our Web site. This new advisory team will serve the Office well in assessing the impact of changes proposed by Veterans Affairs Canada to programs and services, and selecting issues for systemic reviews.

Veterans Affairs Canada

I also invested considerable time building relationships with senior officials of the Department, so that my Office can be in the loop, and in a position to intervene if decisions or actions related to the Transformation Agenda or any other changes create unfairness in the treatment of Veterans or their families. The Office has also shared with the Department some of its tools, the Wiki and the Benefits Navigator, which is an interactive tool that provides a visual representation of the benefits to which a Veteran may be eligible based on his individual circumstances. The Department has seen the value of this tool for its employees and for Veterans and is now testing it. I hope to have good news about this in the next few months.

At my first meeting with Minister Blaney, I was able to explain my dual role as his special advisor and as the ombudsman for Veterans. This was a good opportunity to engage him and seek his support for changes to the Funeral and Burial Expenses Program, and inform him of my intentions to review systemic issues related to the Veterans Independence Program, long-term care, mental health and families.

Veterans Organizations and Parliamentarians

Reaching out to Veterans organizations has also been a priority. I have met with officials of various organizations to explain my role and approach, assure them that I would listen to their voices, and to seek their support in identifying emerging or pressing issues of concern, so that I may inform the Minister in my role as special advisor.

I also appeared before parliamentary committees where I had the opportunity to speak on Veterans issues, particularly related to mental health and the New Veterans Charter. On the latter, the Office was instrumental in having a clause included in Bill C-55 that calls for the mandatory parliamentary review of the New Veterans Charter in two years time. The Office is already preparing for this review, and I will be able to update you in the next few months on our plans. In the meantime, we are monitoring the regulatory process for Bill C-55 and the changes to the Earnings Loss Benefit to ensure fairness in the application of the enhancements. On the Earnings Loss Benefit, I will continue to raise the issue of differential benefits for part-time reservists.

Outreach

On the outreach side, the election campaign got in the way so to speak, but since then, I addressed two major groups namely, the Canadian Federation of Municipalities, and the National Association of Federal Retirees. My message to organizations such as these is that Veterans continue to contribute to Canadian society after they retire. For me, it's important to raise awareness of the fact that today's Veterans and the more than 6,000 men and women who retire every year from the Canadian Forces and the RCMP enrich their communities with their integrity, skills and leadership qualities. I believe that if there was more recognition of that fact, there would also be increased support for programs and services for Veterans who have sustained service-related injuries or illnesses.

More recently, I attended the Canadian Veterans National Rendezvous in Niagara Falls, Ontario. It was an outstanding event that brought together Veterans of all ages, serving members and their families in a celebration of service and the One Veteran concept, which is the theme that I have chosen to guide my efforts throughout my mandate. I would like to offer my sincere thanks to Michael Blais and the Canadian Veterans Advocacy for organizing this event.

The communications team is now planning an extensive outreach program starting in September 2011. We will begin posting information on locations and dates on our Web site in the weeks to come, so please visit the Web site regularly and offer suggestions on opportunities for me to meet with Veterans. Virtual outreach and outreach to parliamentarians are also being planned, so stay tuned for more information.

Providing Assistance to Veterans through Early Intervention

And of course, the early intervention work continues to be our bread and butter. Our ability to inform, assist and intervene in over 2,000 cases a year indicates that we are effective in meeting the demands of concerned Veterans. Through the handling of individual cases, the early intervention team often identifies systemic issues that can affect many more Veterans. For example, in addressing the complaint of a Veteran, we found that half of the 1,800 Veterans with a disability assessment of 98% and more, had never been informed that they may be eligible for the Exceptional Incapacity Allowance under the Pension Act. After raising this issue, the Department corrected the situation by sending a letter to all those Veterans who had not applied for the Allowance.

Another example: under the Veterans Independence Program, the Department provides financial assistance for housekeeping and grounds maintenance services. However, in our discussions with the Department about the concerns of a Veteran who had called the Office for assistance, we found that expenses for hedge trimming were only reimbursed under the Program if there was a safety issue. We challenged the Department on that, and as a result of our intervention, the Department is currently reviewing the policy to include edge trimming as a normal expense. We expect the revised policy to be released by the end of the summer.

I encourage Veterans who are having difficulties with the Department to call the Office of the Veterans Ombudsman. The Early Intervention team is there to provide information, referrals and assistance in resolving issues. Each file that we open also provides valuable information that helps us identify trends and systemic issues.

While many challenges lie ahead, I know that I can rely on a strong team that firmly believes in the mandate of the Office, and together with your input and support, we can make a difference for Veterans and their families.

Guy Parent