Veterans Ombudsman Blog

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

Colonel Belcher Facility in Calgary

Tue, 12 Jul 2011 00:07:00 GMT

Last week, media outlets reported that dozens of elderly residents at Calgary's Colonel Belcher facility, including many Veterans, will have to find new accommodations as a result of the termination of the Carewest Designated Assisted Living program.

Concerned by these reports, Gary Walbourne, my Director General of Operations, contacted Donna Marasco, the Senior Vice President Operations of Chartwell Seniors Housing, which owns the Colonel Belcher residence, to seek assurances that those affected will be supported throughout this transition and will have access to comparable housing.

Below is the email sent on behalf of the Office of the Veterans Ombudsman, as well as the response from Ms. Marasco. I want to assure you that the Office of the Veterans Ombudsman will continue to follow this issue closely.

-------------------------------------------

Wednesday 6 July 2011 at 1:28 PM, Gary Walbourne wrote:

Dear Ms. Marasco,

It was with great interest that we read the various media reports today concerning the closure of the Colonel Belcher Center. While we at the Ombudsman's office are broadly concerned with all the persons who will be displaced, we are writing on behalf of the Veterans who are currently residents of this facility.

As the details in the various media reports are sketchy I was wondering what plans, if any, are being put into place to ensure that the displaced persons will have access to comparable housing.

I am sure that you can appreciate the sacrifice that has been made by Veterans for this country. The Veterans currently residing at this facility are elderly - many are dependent on assisted living so that they can continue, to be as self sufficient as possible, for as long as possible, in the latter years of their lives.

We would appreciate any information you could provide on what, if any, plans are being made to protect these individuals.

We await your response and thank you for taking time to consider our request.

Regards,

Gary Walbourne

Director General, Operations

Office of the Veterans Ombudsman

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Friday 8 July 2011 at 1:48 AM, Donna Marasco wrote:

Dear Mr. Walbourne,

Thank you for your e-mail concerning the recent media attention surrounding the expiry of the Carewest Designated Assisted Living (DAL) program that currently operates at The Seniors Residences at Colonel Belcher. As you correctly point out, the media reports have been short on detail and we appreciate the opportunity to explain Chartwell's role in this decision and our commitment to supporting this transition in a respectful manner for all of the residents impacted, including the veterans.

First, I should point out that the Designated Assisted Living (DAL) program referenced is not specific to veterans, but to all eligible seniors who meet the Alberta Health Services (AHS) qualifications. The 30 DAL beds at The Seniors Residence at Colonel Belcher are part of a complex partnership that brings together four difference operators and service providers – Chartwell, Carewest, AHS and CBI Home Health. After participating in the program for 8 years, we have come to the conclusion that the complexity of this delivery model in this specific location can and does create inconsistencies for all residents, including the 30 Carewest residents.

We believe we can do a better job for all of our residents by managing the beds ourselves. We will continue to set reasonable, below market rates on those 30 designated beds so that they can be afforded by seniors of modest means. Not only does that meet the conditions of the original agreement, but we believe it is the right thing to do.

As to your specific question about what plans will be put in place to offer comparable housing to the 30 DAL residents, I will need to refer you directly to Pam Brown, Executive Director, and Integrated Seniors Health. Since Chartwell does not administer or manage the program or the residents directly, we are not privy to individual transition plans.

However, I would like you to be aware that Chartwell, Alberta Health Services and Carewest have cooperatively agreed to a 90-day transition period that will allow for AHS to find alternate accommodation for their DAL residents and we have offered additional flexibility in special circumstances. Many of those residents, including a number of veterans, have already approached us about staying and we welcome their interest and will work with them as they consider this option. Again, while the rates will increase modestly, they will still be offered at a reasonable rate in line with the previously subsidized unites. This information unfortunately was not clear in the media reports.

You correctly point out the sacrifices of our veterans and we are truly saddened that the media has chosen to portray Chartwell as targeting veterans through this program decision. The Seniors Residence at Colonel Belcher maintains a strong and meaningful relationship with the over 75 WWII veterans who live at this residence, and in fact the entire veterans community in Calgary. We remain committed to their needs and to honouring their service to our country. Many of our life enrichment programs and activities focus on veterans and we are blessed with a dedication wall immediately outside our front doors inscribed with the names of local veterans.

As you may be aware, in 2010 Chartwell released a book entitled Honour which profiled WWII veterans living in Chartwell retirement homes across Canada, including three individuals living at the Colonel Belcher. We created this book with the intention that the sacrifices of those who served in WWII should not only be commemorated but their stories shared with future generations. Again, the media portrayal of Chartwell as targeting veterans is not reflective of our deep respect for those who served and of our commitment to those veterans living at Colonel Belcher.

Chartwell has and continues to be a seniors housing provider dedicated to making life better for our residents. We will continue to assist residents and families through this transition.

Yours sincerely,

Donna Marasco

Senior Vice President Operations

Chartwell Seniors Housing

National Aboriginal Day

Tue, 21 Jun 2011 00:06:00 GMT

Today marks National Aboriginal Day, when we celebrate the history and contributions of Canada's Aboriginal peoples. There is arguably no greater contribution than service to your country, so it is fitting that today we honour Canadian Aboriginal Veterans who gave their lives for their country in the First and Second World Wars and the Korean War, and the thousands of First Nations, Inuit and Métis who served and continue to serve in uniform for Canada.

This morning I was proud and honoured to lay a wreath at the 10^th Annual Ceremony of Remembrance at the National Aboriginal Veterans Monument in Ottawa. For those of you who have never been to Ottawa, the Aboriginal Veterans Monument is a remarkable sculpture that incorporates images of four spiritual guides seen as being important to military success - the wolf, the bear, the buffalo and the caribou.

It was a touching ceremony with a blend of the Remembrance ritual complemented by First Nations' traditions. The Eagle Staff was marched in and joined all Veterans within the circle reinforcing the fact that within the Veterans' circle there is but one Veteran - the one that offers all including his or her life so that we may enjoy the peaceful country that Canada is today.

Aboriginal men and women have served and continue to serve Canada's military in impressive numbers. It is estimated that 7,000 Aboriginal men and women served in the great conflicts of the 20^th century with more than 500 making the supreme sacrifice.

On behalf of all Veterans, I would like to extend sincere gratitude to all Aboriginal Veterans and serving members, and to the families affected by their service. Guided by the spirits of the wolf, the bear, the bison and the caribou, you answered the call and make us proud to stand by your side.

A salute to our Aboriginal comrades-in-arms!

Guy Parent

Hunger Strike in Charlottetown

Thu, 09 Jun 2011 00:06:00 GMT

Many of you have expressed concern that the Ombudsman's Office has been silent about Mr. Fabien Melanson's hunger strike in Charlottetown. Please do not interpret our silence to mean that we are not fully engaged.

My staff has reviewed the case and I am maintaining ongoing contact with high level officials of Veterans Affairs Canada regarding Mr. Melanson's allegations and the Department's interventions.

It is important for everyone to understand that, in accordance with the Privacy Act, neither my office nor the Department can provide clarification about a particular case. Only Mr. Melanson is in a position to present the facts, as they happened, from a balanced perspective.

Although I respect a Veteran's right to seek redress, to do so at the expense of one's mental and physical health can only hurt rather than assist in finding an acceptable long-term solution.

A healthy mind and a healthy body are essential when standing up against perceived unfairness in the bureaucracy. I urge the Veterans who are true friends to encourage Mr. Melanson to pursue his objective in a manner that does not jeopardize his health and safety.

Guy Parent

Guy Parent Speaks to Municipal Leaders - Annual Conference of the Federation of Canadian Municipalities

Sat, 04 Jun 2011 00:06:00 GMT

Good afternoon Ladies and Gentlemen.

First of all, I would like to thank Mayor Diodati, for his very kind introduction and for his support of the upcoming 1^st Canadian Veterans National Rendezvous. This is shaping up to be a great event and Mayor Diodati and the City of Niagara Falls are helping to make it possible.

In addition, I would like to thank Mayor Peter Kelly and the Regional Municipality of Halifax for hosting this year's FCM Annual Conference in this beautiful part of Nova Scotia, and the Federation of Canadian Municipalities (Opens in new window) for inviting me to address you today.

Ladies and Gentlemen, Jack Layton is a hard act to follow, but I will do my best! And, I think that I am speaking on a topic that is of great interest to you and is very close to all of our hearts – our Veterans.

It is an honour for me to be in Halifax today to address you – Canada's municipal leaders.

This conference is the largest annual gathering of elected officials in Canada, so I thought this is where I want to be to say thank-you to municipal leaders and municipalities across the country for your unwavering support of our Veterans, their families, and their organizations.

There are almost 800,000 Veterans in Canada today – and they all live in your communities. Approximately 5,000 more join them every year as they retire from the Canadian Forces or the RCMP.

They are men and women who have served this country proudly in the First and Second World Wars, in the Korean War, in over 50 missions around the world, in Kuwait, in Croatia and Bosnia and Herzegovina, in Kosovo, and in Afghanistan.

Here at home, they have conducted high-risk search and rescue missions off our coasts, protected our sovereignty across the North, and helped communities deal with natural disasters, such as the recent flood-relief missions in Manitoba and Quebec.

Our Veterans include former members of the Canadian Forces and the Royal Canadian Mounted Police, who also participate in missions abroad to protect the weak and vulnerable.

Some Veterans are in their 20s, others are in their 90s.

Despite their age and service differences, they all have two things in common: First, when they enlisted, every single one of them wrote a blank check payable to "the People of Canada" for an amount up to, and including, their lives.

That blank check is often called the 'unlimited liability clause' because soldiers, sailors, airmen and airwomen, and federal police officers are obliged to carry out their duties anywhere in the world without regard to fear or danger, and to be ready to give up their lives for their country. In return, our country has the moral and legal obligation to ensure that they and their families are well cared for.

Second, once they take off their uniforms, they continue to serve their country and their communities as civilian members of society, and their commitment to Canadian values remains strong. Municipalities prize these highly trained Veterans and their leadership skills, as demonstrated by the hiring practices of many fire, police and ambulance departments. They also serve in your communities as teachers, business men and women, and volunteers.

In fact, there is not one community in Canada that is not stronger and more enriched in spirit because of this ongoing commitment on the part of its Veterans.

They come home to your cities, towns, villages and hamlets when their service is over and put down roots and help you build and grow, just as your Conference theme states: Strong Cities, Strong Communities, and a Strong Canada.

You commemorate and recognize their contributions through your cenotaphs and war monuments, as well as Veterans' cemeteries, such as Brookside Cemetery in Winnipeg, Manitoba, which is home to the largest and oldest municipal military Field of Honour in Canada where more than 12,000 Veterans, servicemen, servicewomen and their families have been interred since 1915.

From coast-to-coast-to-coast, you commemorate and honour the contributions of Veterans by way of your memorial parks, memorial gardens and Veterans' memorial parkways. You help Veterans also through your recognition of Veterans' licence plates, parking permits and transit passes.

Here in Halifax, for example, Mayor Peter Kelly initiated a project to recognize the significant contribution that volunteers within the military family make to the Halifax Regional Municipality. The Mayor's Canadian Naval Centennial Volunteer Pin was awarded to individuals who have given a minimum of 100 hours of volunteer time to their community.

And, you do other very special things. For example, the Township of Assiginack in Ontario has created a Veterans online Gallery of Honour to pay homage to all Veterans affiliated with its area who have served and continue to serve to keep our country, ideals and people free. Also, in April of this year, Quebec City opened an exhibition running to December, entitled Nos soldats canadiens, de Normandie à Kandahar. Through photographs, testimonials and archival documents, the exhibition reflects the lives of soldiers, their hobbies, their recruitment, assignments in which they participated, and what this commitment cost many of them.

There is no question that the support from municipal leaders for Veterans and their families has been there from the beginning.

Long before there was a Department of Veterans Affairs, community leaders and citizens not only stepped up to the plate to help a young nation meet its war commitments, but were also there ready to receive and help wounded Veterans when they came home, and their families.

At the time of the First World War, there was no national health care, few hospitals and a federal government overwhelmed with the volume of casualties. Yet municipalities stepped into the breach to help. And, although today that responsibility has shifted to the federal government and, more specifically, to Veterans Affairs Canada, the strong connection and support honed by generations of municipal leaders for their Veterans is more vibrant today than ever. And for that I say: Thank you.

I especially say thank you because as Veterans Ombudsman, I know how important that community connection is to the well-being of Veterans and their families, and I am here today to acknowledge that vital connection and share with you some ideas that I think might help us improve upon it.

While the majority of Veterans left their Service healthy and make an easy transition to civilian life, some with physical and psychological injuries have a more challenging and difficult road ahead of them.

The Government of Canada has the responsibility to ensure that ill or injured Veterans get the support and services that they need. Nonetheless, it cannot be denied that the true first line of support for Veterans is their families, with municipalities often being called upon as the first line of service provider.

When a Veteran or their family is in need of help and support, they often go to their municipality for direction on where they can get the services required. Because Veterans are proud and are trained to be self-sufficient, they do not always find it easy to ask for help, and often do not self-identify, and tell you that they are Veterans.

So my first suggestion to you is to educate your municipal frontline workers to ask: Do you have military or RCMP service?

If the answer is 'yes', then please refer them to Veterans Affairs Canada, once any immediate needs that you, the municipality, can address are looked after. This is a critical connection to make for the Veteran, and municipalities are in a unique position to make it happen. Once this is done, the Department is in a position to determine if the Veteran is eligible for its programs and services.

Secondly, I would ask you to look for ways to celebrate the contribution of your Veterans not just on Remembrance Day, but throughout the year, such as the online Gallery of Honour that the Township of Assiginack has created to pay homage to all of its Veterans. If every time one of your citizens visited your website, they were reminded of who your Veterans are and what they have done to serve and protect our Canadian values and way of life, that would be a tremendous honour and tribute to the men and women of your communities who were ready to give up their lives for you.

Thirdly, please continue to support the Veterans organizations in your communities. They are not there just to support Veterans; they give back to your communities every day.

Today, we are not in a period of 'business as usual' in relation to Veterans' issues in Canada; rather, we are in a time of great change and forward movement. Veterans' issues matter to Canadians as never before in recent memory, and many of those issues make regular daily headlines in the news. Canadians are watching and they expect only the best for their Veterans and their families.

Importantly, parliamentarians are increasing their attention on Veterans' issues and the recent passage of Bill C-55, the Enhanced New Veterans Charter Act, on March 24^th, 2011, began the important process of making improvements to the New Veterans Charter adopted in 2006. As well, there are important changes taking place within Veterans Affairs Canada to improve the Department's ability to serve Veterans.

As the Veterans Ombudsman, my role as an impartial and independent officer is to ensure Veterans Affairs Canada and parliamentarians do right by Veterans. I want to make sure that their needs and those of their families are met, and that the benefits and services for ill or injured Veterans are provided with maximum efficiency, fairness and respect.

In addition, as Special Advisor to the Minister of Veterans Affairs, I make it my business to point out policies, procedures and bureaucratic processes that create hardship or difficulties for Veterans and to make recommendations for improvements. At the end of the day, I want to make sure that our Veterans and their families are treated fairly, with the dignity and respect that they deserve.

I am not alone in this work. I rely on a team of 40 people located in Ottawa and Charlottetown. They address Veterans' complaints, and conduct research and investigations on issues of importance to the Veterans community.

But, we also need you – the municipal leaders of Canada – and your municipalities to take that extra step with us and increase awareness amongst your municipal frontline workers of how best to serve Veterans and how best to direct them to the services and programs available to them at Veterans Affairs Canada.

I also encourage you to increase involvement of Veterans and their families and their organizations in the fabric of your community life. By involving them, you honour them. They have served Canada well, and their service to your communities never ends. Neither should our steadfast dedication to them.

Thank you.

Bill C-55 and the Importance of the Review Clause

Wed, 30 Mar 2011 00:03:00 GMT

On March 24, 2011, Bill C-55, the Enhanced New Veterans Charter Act, received Royal Assent.

Slightly more than 30,000 Veterans receive benefits and services under the New Veterans Charter, and as this number continues to increase, so does the obligation of the Government of Canada to ensure that the Charter meets their needs both now and in the future.

I supported Bill C-55 because it will affect the lives of the most seriously disabled Veterans and begin the important process of making the Charter a truly "living" document. There are those who believe that the bill should have included more comprehensive amendments, and I respect this point of view. As for the idea that we should throw out the Charter and begin anew, the number and nature of complaints received by the Office of the Veterans Ombudsman since 2007, does not suggest that we need to start over. I am of the view that Bill C-55 is a step in the right direction and that we should continue to fix what needs fixing and build on what works. The problem as I see it is that it has taken too long to get started.

When I shared my thoughts with members of the House of Commons Standing Committee on Veterans Affairs, I concluded my remarks by saying that waiting another five years to bring about further improvements to the New Veterans Charter would be unacceptable; a view echoed by all Veterans organizations and Veterans.

The House of Commons Standing Committee on Veterans Affairs proposed the inclusion of a review clause to Bill C-55, which seems to have gone unnoticed by many. It reads as follows:

20.1 Within two years after the day on which this section comes into force, a comprehensive review of the provisions and operations of the Act must be undertaken by any committees of the Senate and of the House of Commons that are designated or established by the Senate and the House of Commons for that purpose.

The inclusion of this clause is extremely important because it guarantees, by law, that the New Veterans Charter will be reviewed within the next two years. This will be an opportunity to bring forward additional improvements on behalf of Veterans and their families.

The Office of the Veterans Ombudsman will closely follow the implementation of the changes resulting from the adoption of Bill C-55, and will monitor the number of Veterans who are benefiting from these changes.

We will also encourage the Department to be very proactive in explaining the eligibility criteria for the Permanent Impairment Allowance and the new monthly supplement to Veterans and their families. Because of inaccurate information in the media and on various Web sites, I would hate for a Veteran with a disability assessed at less than 98% to not apply because he or she thought they did not meet the eligibility criteria. While a disability assessment of 98-100% is required to access the Exceptional Incapacity Allowance available under the Pension Act, there is no such requirement to access the Charter's Permanent Impairment Allowance and the new supplement.

The Office will also continue to seek improvements to regulations, particularly when it is felt that they create barriers that unfairly prevent Veterans from accessing new or improved benefits. On that front, I welcome the improvement to the Earnings Loss Benefit, but I feel strongly that part-time Reservists should be treated on the same level as Regular Force members. As explained in my speaking notes for my appearance in front of the Senate Standing Committee on National Security and Defence, the concept of unlimited liability applies equally to Reservists and members of the Regular Force, so why treat injured part-time Reservists differently? I have chosen One Veteran as the theme that will guide my efforts during the course of my mandate for precisely situations such as this one. It is much more than a philosophical position, it has to do with fairness.

Guy Parent

Bill C-55, Veterans Ombudsman's Speaking Notes, The Standing Senate Committee on National Security and Defence

Fri, 25 Mar 2011 00:03:00 GMT

*Please check against delivery

Madam Chair

Honourable Senators

Thank you for inviting me here today. Allow me to begin by expressing, on behalf of all Veterans, my appreciation for your sustained commitment to ensuring that the Government of Canada honours its obligation to the men and women who have sacrificed so much to protect our values at home and abroad.

The nation's debt of gratitude can never be fully repaid, because you cannot put a price tag on the sacrifices and challenges that Veterans, and their families face, particularly Veterans who have sustained service-related injuries or illnesses.

A good way to start, however, is to commit to making the necessary changes and improvements to existing laws and regulations to ensure that programs and benefits meet the needs of our Veterans now and in the future.

Today, there is long-awaited movement on these two important fronts:

Bill C-55, An Act to amend the Canadian Forces Members and Veterans Re-establishment and Compensation Act and the Pension Act, proposes improvements to legislation that, if adopted, will improve access to financial benefits for Veterans who have been severely injured and will provide Veterans and members of the Canadian Forces with payment options for the disability award; and
Changes to regulations will increase the financial support provided through the Earnings Loss Benefit Program to a minimum annual pre-tax income of $40,000.

This is cause for optimism, and we need to continue to build on this momentum.

The changes to the Earnings Loss Benefit Program, as well as those proposed in Bill C-55 respond to concerns expressed by Veterans, Veterans organizations, Parliamentarians and others. They don't address all of the concerns about the New Veterans Charter, but they do represent improvements. They are steps in the right direction.

I hasten to say, however, that there is a great deal of frustration and confusion around Bill C-55. In my opinion, the frustration stems from the expectation created that the New Veterans Charter would be a "living" Charter, a dynamic document that would be modified to respond to the changing needs of our Veterans and their families, and continually upgraded to correct shortcomings or unintended consequences.

Well, it has taken five years for the principle of the "living charter" to become reality and, based on my discussions with Veterans and Veterans organizations, it is clear that this long period of inactivity has had a very negative impact on the acceptance level of the New Veterans Charter among stakeholders.

Additionally, based on the discussions around Bill C-55, particularly concerning the disability award, I venture to say that the communications efforts over the past five years have not been particularly successful at engaging Canadian Forces Veterans in dialogue and explaining in layman's terms the New Veterans Charter's focus on wellness and transition to civilian life, as well as its dual approach to compensation for "pain and suffering" and "income loss".

The principles of the New Veterans Charter are sound. It is a good concept but there have been weaknesses at the execution and communications levels. Bill C-55 is an opportunity to instil life into the execution plan, to make the Charter a truly "living" document, as envisioned by Parliamentarians five years ago, and to recognize the need for more robust and sustained two-way communications and outreach efforts.

I mentioned earlier that there is cause for optimism if we continue to build on this momentum for change. Bill C-55 must be seen as the beginning of the renewal process; other improvements to the New Veterans Charter and to regulations are needed and must soon follow. For example:

The regulatory changes to the Earnings Loss Benefit program, providing a minimum annual income of $40,000, are a welcome improvement, but it should be available to Veterans whether they served in the Regular Force or the Reserve Force. The concept of unlimited liability applies equally to Reservists and members of the Regular Force, so why treat injured Reservists differently? I have chosen "ONE VETERAN" as the theme that will guide my efforts during the course of my mandate for precisely situations such as this one. It is much more than a philosophical position, it has to do with fairness.
The increased supplement of $1,000 a month for permanently and severely injured Veterans is also a welcome improvement. To receive the supplement, a Veteran must suffer from both a "permanent and severe impairment" and a "total and permanent incapacitation", as defined in the regulations. Is that too restrictive? It may be. In fairness to Veterans and their families, the Department must exercise due diligence in drafting regulations to avoid creating eligibility barriers that prevent Veterans from accessing new or improved benefits.
As for the disability award and whether or not the payment options provided under Bill C-55 go far enough to address the concerns around the lump sum payment, I am of the view that it is a first step only. Discussion about further improvements to the Charter's dual compensation approach must continue. The issues raised are complex and I have every intention of participating with Veterans and Veterans organizations to help advance an informed discussion of this important issue.

Well-designed incremental changes to the New Veterans Charter and regulations can be a very effective way of addressing emerging issues and the need for corrective adjustments, if done in a timely fashion. As I mentioned in my remarks to the House of Commons Standing Committee on Veterans Affairs a few weeks ago, waiting another five years to bring about further improvements would be unacceptable.

Again, thank you for the opportunity to share my views with you on Bill C-55. I would be pleased to answer any questions you may have, and I look forward to meeting with you again at a later date to discuss my vision and priorities and the "Way Forward" for the Veterans Ombudsman Office.

*Due to time constraints, Mr. Parent's remarks to the Standing Committee were abridged.

Bill C-55, Veterans Ombudsman's Speaking Notes, House of Commons Standing Committee on Veterans Affairs

Tue, 08 Mar 2011 00:03:00 GMT

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Mr. Chairman

Committee Members,

Thank you for allowing me to say a few words today. I know that you have a very full agenda, so I will be brief.

I have followed with great interest the discussions in the House of Commons pertaining to Bill C-55, An Act to amend the Canadian Forces Members and Veterans Re-establishment and Compensation Act and the Pension Act. As the Veterans Ombudsman, as a Veteran with 37 years of military service, and as the proud father of a son who has served in the Canadian Forces, I am grateful to all Members of Parliament for their commitment to do right by Veterans and still-serving members of the Canadian Forces.

The men and women who put on the uniform implicitly agree to risk their lives to defend our country and the values that we hold dear. In return, they have the right to expect from their government an integrated series of measures to support them throughout their career and beyond. This country has the moral obligation to provide the very best support to them, particularly when they sustain career-ending service-related injuries or illnesses, and to their families, who, in my opinion, do not get sufficient recognition for the sacrifices they make in support of their loved ones' military careers.

There is broad, if not unanimous support among Parliamentarians, Veterans' organizations and others for the spirit of the Canadian Forces Members and Veterans Re-establishment and Compensation Act, better known as the New Veterans Charter, in regard to its focus on wellness and transition to civilian life, compensation and its more holistic approach to the needs of Veterans and their families. The New Veterans Charter was seen when it came into force on April 1, 2006 and continues to be characterized as a significant improvement over the Pension Act.

Based on recent discussions on Bill C-55 in the House and elsewhere, I venture to say that this support for the spirit of the New Veterans Charter remains strong. However, there are also questions and concerns about the effectiveness of some of the programs and measures implemented under the Charter and there is certainly room for improvement.

Over the past five years, there have been consultations, and sustained efforts by the House of Commons Standing Committee on Veterans Affairs, the Senate Sub-Committee on Veterans Affairs, the New Veterans Charter Advisory Group and other advisory groups, Veterans organisations and the Office of the Veterans Ombudsman, to identify shortcomings and improvements.

The New Veterans Charter is complex. Because it was difficult to anticipate in advance its shortcomings or unintended consequences, the Government made a commitment to continuously review its programs and services and to amend the legislation, if necessary, to address emerging needs or unanticipated consequences. In this way, the New Veterans Charter was intended to be a 'living charter', and I believe that the principle of a 'living charter' is as important as 'the spirit of the charter' itself. However, it has taken five years for this principle to become reality.

On November 17, 2010, the Honourable Jean-Pierre Blackburn, Minister of Veterans Affairs, introduced Bill C-55 in the House of Commons, which is now before this Committee for review. I urge you to return it to the House for third reading as quickly as possible. Some may view Bill C-55 as modest in scope because it does not address all the shortcomings of the Charter, but it is a very important step in setting the precedent to make the Charter a truly 'living' document, as envisioned by you and your fellow Parliamentarians five years ago.

Bill C-55 may not be as comprehensive as some would like, but by passing Bill C-55, you will immediately affect the lives of the most seriously disabled Veterans receiving disability benefits under both Acts who could not receive the Permanent Impairment Allowance or the Exceptional Incapacity Allowance because of a technical flaw in the Charter. This change, combined with the introduction of a monthly $1,000 supplement for permanently and severely injured Veterans, represents significant improvements.

There is, of course, much debate about the disability award and whether or not the payment options provided under Bill C-55 go far enough to address the concerns around the lump sum payment. They don't, but it is important to remember that Bill C-55 is the first opportunity to make changes to the New Veterans Charter; it is not, nor should it be your last opportunity.

The discussion about improvements to the disability award and financial benefits is an extremely important one and it must continue. The issues raised are complex and, in order to make informed decisions, cannot be reduced to a comparison of the disability award and the disability pension in isolation of the Charter's other programs and benefits.It may be that the next series of amendments to the New Veterans Charter will address improvements to the Charter's dual compensation approach. That would certainly be consistent with the principle of the Charter as a 'living' document.

Bill C-55 is a small but important step in making the Charter a 'living' document, and bringing about changes to the legislation to better address the needs of Canada's Veterans and their families. It should be considered as the beginning of the promised ongoing renewal process that is needed to afford Veterans the care that they deserve. Other steps must follow, and soon. Waiting another five years to bring about further improvements to the New Veterans Charter would be unacceptable.

Thank you.

SCVA - Report - Bill C-55, An Act to amend the Canadian Forces Members and Veterans and Veterans Re-establishment and Compensation Act and the Pension Act.

Combat Stress, Veterans Ombudsman's Speaking Notes, House of Commons Standing Committee on Veterans Affairs

Mon, 07 Mar 2011 00:03:00 GMT

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Mr. Chairman

Committee Members

Thank-you for your invitation to appear before the House of Commons Standing Committee on Veterans Affairs.

This is my first appearance before a parliamentary committee and I look forward to the exchange that we will have today. Here with me is Colonel (retired) Charlie Cue, my current Director of Research and Investigation and Strategic Policy Advisor.

You have invited me to address the work of the Office of the Veterans Ombudsman in relation to combat stress and its consequences on the well-being of Veterans and their families. I would like to begin by saying that I appreciate the work being done by this committee on this key issue, along with the efforts of various other organizations, and I will do my best to add value to the discussion.

Before going into that, let me share with you how the Office of the Veterans Ombudsman operates under my leadership.

We provide three main services to the Veterans' community:

Information concerning the various programs and services that are available to Veterans and their families through Veterans Affairs Canada, and other groups serving the Veterans' community;
Assistance and referral for Veterans who come to us often as a last resort after being bounced between organizations and receiving conflicting advice; and,
Intervention which can be as simple as an informal mediation between a Veteran and a program or service provider on a single disputed issue, or as complex as a full investigation into a systemic problem and culminating in a formal report with recommendations.

Now, I will get back to the topic at hand. First, while the subject is combat stress, I prefer to talk about operational stress injuries, which is a broader, more encompassing term. Although we have not had many direct complaints about the issue of combat stress specifically, it is an underlying factor of many complaints received: a condition behind the issue. As a result, the Office of the Veterans Ombudsman actively monitors what is happening in this area.

Here are a couple of examples that represent different issues brought to our Office by Veterans and their families in relation to their dealings with Veterans Affairs Canada. Both cases illustrate the fact that the Department appears to be ill-prepared to deal with Veterans in a crisis situation.

In the first case, a Veteran was in receipt of psychiatric services from a physician located in Ottawa, although he was a resident of Montreal. Veterans Affairs Canada, recognizing the importance of the patient-physician relationship, agreed to reimburse the travel for this arrangement. However, when the physician was posted to Trenton and the Veteran found himself in a crisis situation, he requested permission to travel to Trenton to see his physician. Veterans Affairs Canada refused his request to cover the travel expenses to Trenton. After three months, the spouse of the Veteran contacted Veterans Affairs Canada because the Veteran became suicidal and she was advised to contact 911 by the Department. As a last resort, she contacted the Office of the Veterans Ombudsman, which began negotiations with Veterans Affairs Canada on her behalf. During the course of these negotiations, the Department of National Defence stepped forward, resolved the issue within two days, and agreed to reimburse the Veteran's travel expenses to Trenton.

In the second case, during the course of an in-depth transition interview, it was recognized that a Veteran had significant ongoing mental health issues. Veterans Affairs Canada did not follow-up with the Veteran after he retired from the Canadian Forces. When his condition deteriorated, it resulted in the Veteran ending up in the criminal justice system and his incarceration in a psychiatric institution. The family contacted the Office of the Veterans Ombudsman because they did not know where else to turn. The Office liaised with Veterans Affairs Canada and the issue was addressed.

Both examples demonstrate that failure to respond quickly to the needs of Veterans and their families struggling with operational stress injuries can degenerate quickly into more serious life and death situations. This is why the Office of the Veterans Ombudsman will continue to monitor very closely and provide advice in regard to the specific services and programs for Veterans living with operational stress injuries. The Office will monitor also the Department's transformation agenda because any measure that simplifies and speeds up service delivery will have a doubly positive impact on Veterans suffering with mental health issues.

The Office of the Veterans Ombudsman will collaborate with – and at times challenge – Veterans Affairs Canada on mental health issues as we intervene on a case-by-case basis on behalf of individual Veterans. In addition, we thought it essential to train our staff to deal with Veterans who could be in distress at the time they contact us. This training has proven effective.

The interventions of the Office in individual cases, discussions with the Department on this issue, and any systemic research that the Office may take on in the future will be informed by the research and studies done by other organizations. This will avoid any duplication of effort.

There are a number of relevant areas that you may want to consider in your work, as these may have been overshadowed by more visible issues:

Access to operational stress injury clinics;
Transition challenges;
Complex bureaucracy and red tape;
How Veterans Affairs Canada is dealing with new research;
National strategy on homeless Veterans;
Awareness of and access to programs and services for Reservists; and
Lack of research on Veterans in the criminal justice system.

In 2011, I will continue to push forward on Veterans' issues by focusing on unfair practices and making realistic recommendations for change. This will benefit all Veterans, including those with operational stress injuries.

To focus energies and guide the Office, I have chosen "One Veteran" as our theme for this year. This will reinforce the idea that since sailors, soldiers, airmen and airwomen, as well as members of the Royal Canadian Mounted Police, do not question where and when they must serve, for Veterans Affairs Canada and the Royal Canadian Mounted Police to determine that the level of programs and services provided will be based on the type of service rendered is an injustice of the first order. To this end, I will be working closely with Veterans' advocacy groups to encourage them to consolidate their efforts to make the "One Veteran" principle a Veterans Affairs Canada reality with the focus on service in general, rather than "where" and when" that service occurred. I believe that the application of the "One Veteran" principle would simplify processes, lower costs and result in better service to Veterans.

In the coming months, in keeping with the report Serve with Honour, Depart with Dignity, published by the Office in September 2009, I intend to pursue the recommendations already made to the Minister of Veterans Affairs regarding funeral and burial expenses. I will also be putting forth recommendations on identified unfairness issues concerning the Veterans Independence Program, and taking a critical look at the Department's transformation agenda.

I encourage you and your parliamentary colleagues to move as quickly as possible to pass Bill C-55, An Act to amend the Canadian Forces Members and Veterans Re-Establishment and Compensation Act and the Pension Act. Although not comprehensive, the extra support that the Bill offers addresses some concerns raised in the past.

In conclusion, I want you to know that I focus on people and the effectiveness of outcomes, not processes. We are seeing positive changes in the world of mental health and the Office of the Veterans Ombudsman will continue to provide an objective viewpoint as to whether these outcomes are successful.

Thank you.

One Veteran

Fri, 21 Jan 2011 00:01:00 GMT

In 2011, I will continue to push the momentum forward on Veterans' issues by shining spotlights on unfair practices and making realistic recommendations for change.

Canadian interest is now engaged with Veterans' issues and many proud, previously silent Veterans are coming forward and publically expressing their concerns. As a result, some government support for their fair treatment is happening but, as I have said before, it is only a beginning. We still have far to go.

This year will be a busy one for the Office of the Veterans Ombudsman with much activity. To focus energies, I have chosen as our theme "One Veteran" to guide both me and the Office of the Veterans Ombudsman in coming months. This will reinforce the idea that since sailors, soldiers, airmen and airwomen, as well as members of the Royal Canadian Mounted Police, do not question where and when they must serve, for Veterans Affairs Canada to determine that the level of programs and services provided will be based on the type of service rendered is an injustice of the first order. I will also be working closely with Veterans' advocacy groups to encourage them to consolidate their efforts to make the "One Veteran" principle a VAC reality with the focus on service in general, rather than "where" and when" that service occurred. Importantly, application of the "One Veteran" principle would simplify processes, resulting in better service to Veterans and lower costs.

In addition, in the next few months, based on the September 2009 report of the Office of the Veterans Ombudsman entitled Serve with Honour Depart with Dignity, I intend to pursue the recommendations already made to the Minister of Veterans Affairs regarding funeral burial expenses. This has been on the Minister's agenda too long and needs to be resolved now. As well, we will be putting forth recommendations on identified unfairness issues concerning the Veterans Independence Program.

Also, among other areas of focus, we will submit results to Veterans Affairs Canada and the Veterans Review and Appeal Board based on the evidence collected during our systemic review of the adjudication process, and we will be taking a close look at World War Two and Korean War Veterans to ensure that their needs are being met fairly and expeditiously. As well, we will tackle the issue of why Canadian Forces' Veterans have limited access to Long Term Care benefits, and VAC's current strategy to reduce Long Term Care beds. In the longer term, we will be identifying and prioritizing strategic and systemic issues of concern to be addressed in coming years.

In the near future, we will be visiting Veterans Affairs Canada's regional and district offices and will be inviting some of their staff to accompany us to Community Town Halls to meet Veterans and their families. In both instances, the focus will be to educate and inform all concerned about the mandate of the Office of the Veterans Ombudsman and how best we can assist Veterans and their families with their issues and, at the same time, help move Veterans Affairs Canada forward to deliver fairer treatment to all Veterans. All of us have a role to play and working together we can be effective in making substantive changes that will rebuild the confidence and trust between Veterans and their families, and the government.

Guy Parent

Free Legal Services Announcement for Ontario Veterans

Fri, 24 Dec 2010 00:12:00 GMT

I congratulate the Ontario Trial Lawyers Association (OTLA) on its December 15, 2010 announcement of its new program, Trial Lawyers for Veterans, offering free legal services to Ontario Veterans seeking disability benefits from the Canadian government.

This complements one of the first actions that I took after I became Veterans Ombudsman on November 11,^,2010. On November 15, I wrote a letter to the President of the Canadian Bar Association, as well as to the presidents of the provincial and territorial bar associations, explaining the need for pro bono legal services for Veterans seeking judicial review before the Federal Court, and encouraging them to communicate this need widely to their membership.

To date, I have received responses from the provinces of Alberta, Manitoba and Quebec, and with the announcement from the OTLA, I believe that the ball will start rolling faster. By this time next year, I hope that pro bono legal services will be available to Veterans across the country so that all cases deserving judicial review will be taken to Federal Court. I will certainly continue to encourage other provincial and territorial bar associations to get involved.

Why did the OVO take up this initiative? Well, this fall a law firm contacted our office and offered pro bono services to Veterans who were clients of the OVO and who were unsuccessful before the Veterans Review and Appeal Board (VRAB). This offer opened up an avenue to enable Veterans to take their cases before the Federal Court for judicial review – an avenue otherwise often closed to them because of the high cost associated with such an undertaking. Also, time is of the essence as an application for judicial review must be filed within 30 days of VRAB rendering its decision.

We thought this was worthwhile pursuing because the ability of Veterans to take their cases to Federal Court is a big missing piece of the appeals puzzle, so we began to refer clients to the law firm. In that way, Veterans could have access to free legal services at both the VRAB and Federal Court levels: at the VRAB level, Veterans do have access to representation from the Bureau of Pension Advocates and the Royal Canadian Legion. The only alternative to pro bono legal service at the Federal Court level would be VAC funding of such a service. There has never been any indication of movement by VAC in that direction, but this is something that I will pursue in the New Year.

In closing, I want to emphasize the importance of all Veterans being treated equally and fairly and having access to the same benefits and services, regardless of where they choose to live because they never had a choice of where they had to serve. The "One Veteran" principle must be the anchor of and the lens through which all Veterans' policy and program implementation is judged. It will serve that purpose for the Office of the Veterans Ombudsman during my mandate.

Guy Parent

First Blog, first day, November 11

Thu, 11 Nov 2010 00:11:00 GMT

Well, finally the day has arrived. The grapevine has proven to be true: the competition is over; it's time to go to work.

My day started with a television appearance and a radio interview. In both instances, interviewers seem to be hung up on comparing me with my predecessor and trying to get my interpretation or my perspective on his actions or his words.

Well, this is not about me and my predecessor; it is about Veterans and their families, and the fact that someone has to ensure that the debt owed to those who serve is repaid in a fair and equitable manner. From now on, that task falls to me. I have accepted the responsibility and I expect to follow through with it.

After the interviews, I had the honour and privilege of laying a wreath at the National War Memorial cenotaph. What a surge of patriotism and infinite feeling of gratitude one gets when attending the Remembrance Day ceremony.

To experience the meeting of thoughts for the dead and the fallen, the living and the injured, and the reaction of the public at large who witness the sacrifices that those who served with unlimited liability have to pay for their service is an awesome feeling. Veterans of all kinds stand side by side – traditional Veterans with Canadian Forces Veterans, uniformed CF members beside the RCMP, families and friends of Veterans all united in one group to commemorate unselfish service. At that moment we are no longer just traditional Veterans, peacekeeping Veterans or Afghanistan Veterans; we are one Veteran.

And, the day is not yet over. More interviews this afternoon and then hopefully the calm after the storm.

Tomorrow I will be attending the funeral of CWO (ret`d) Osside, who was the first appointed Canadian Forces Chief Warrant Officer in 1978. As most of you know, I held that appointment from 1995 to 1999. This will be my opportunity to pay my respect to an old colleague who served without conditions. In my mind, this reinforces the idea that everyday should be a day of remembrance because too many of our comrades disappear without a simple thank you for their service and for the leadership and faithfulness that inspired so many others to accept the conditions of unlimited liability and to serve this great country so well. Thank-you my friend.

More to come when the dust settles.

Guy Parent

Just the Facts: VAC's Long Term Care Strategy

Tue, 12 Oct 2010 00:10:00 GMT

In the last year Veterans Affairs Canada has been talking about its Long Term Care strategy. Long Term Care is the program (Opens in a new window) that subsidizes and provides access to facilities that look after Veterans who, either through aging and/or sickness can no longer remain in their homes. As the number of Canada's World War II and Korean War (traditional) Veterans declines, the requirement to maintain this program at its current level is being debated.

Unfortunately the debate behind closed doors may be clear, but what is being presented in public is anything but clear. Those that are speaking out in public leave the impression that all Veterans have access to all facets of the Long Term Care program.

Here is the truth: Yes all Veterans are eligible for Long Term Care. However, the access to facilities depends on a complex eligibility profile table. Of note, from the table, both Traditional War Veterans and CF Veterans have access to Community facilities. Traditional War Veterans have access based on various eligibility criteria, including overseas service, service-related disability, severity of the service-related disability, and low-income; while CF Veterans are only eligible if they have a service-related disability and that disability is the reason why they require Long Term Care. On the other hand, only Traditional War Veterans have access to Departmental Facility and Contract Bed (also referred to as a priority bed). Basically, the eligibility criteria are so restrictive for CF Veterans that it makes the numbers of those who receive it almost negligible. RCMP Veterans do not have any access to Long Term Care benefits.

Here are the facts (for June 2010):

155,700 The total number of traditional Veterans in Canada

593,700 The total number of CF Veterans in Canada

67,512 The number of traditional Veterans that are Veterans Affairs Canada clients

64,028 The number of CF Veterans that are Veterans Affairs Canada clients

17,987 The number of CF Veterans that are Veterans Affairs Canada clients over the age of 70

10,179 The number of veterans (both traditional and CF Veterans) currently in a long term care facility

270 The number of CF veterans currently in a long term care facility.

13.5 % The percentage of traditional Veterans clients that are receiving Long Term Care benefits.

1.5% The percentage of CF Veterans clients that are receiving Long Term Care benefits compared to CF Veterans over the age of 70.

2.7 % The percentage of CF Veterans receiving Long Term Care benefits in comparison to the total population of Veterans in long term care facilities/beds.

So why am I concerned about the current debate?

1. No one is asking the question as to whether Canadian Force Veterans should have greater eligibility for Long Term Care benefits.

2. The "system" is quietly reducing the number of departmental/contract beds available without any public debate which, with time, will reduce the options for the future.

3. Since Veterans Affairs Canada's Long Term Care strategy for departmental/contract beds only includes traditional Veterans, that facet of the program will more or less die with the passing of the last World War Two or Korean War Veteran. This means that Veterans will no longer receive recognition for their service and have priority access to departmental/contract beds but will have to compete with the civilian population for community beds. Veterans Affairs Canada needs to be clear when it is communicating with Parliament and the public that currently, the departmental/contract beds element of the Long Term Care Program is a "sunset" program which will cease in the near future and there is no intention of opening it up to CF and RCMP Veterans.

I am not necessarily advocating to keeping this program open. That is a choice for Canadians and their elected officials to make. What I am saying is it must be clearly stated to Canadians so that they can objectively decide. Don't obscure the facts by using the word "Veterans" as if it encompasses all Veterans equally. Those of us that have served are used to having to deal with the hard realities of life; don't try to sugar coat it to soften the blow. Speak up and state the case clearly. As it stands now, some aspects of Long Term Care Benefits will basically cease with the passing of the last traditional Veteran. Greater eligibility for Canadian Forces Veterans and RCMP is not being considered. Now you know.

P@ (Pat)

Representation not Participation

Wed, 29 Sep 2010 00:09:00 GMT

Attached is an article I wrote for Esprit de Corps Magazine (Opens in a new window). Veterans need representation not participation. Read the article and you will understand why I am so frustrated with governments approach to including Veterans. Are Veterans being listened to? You decide.

Veterans Need Representation not Participation

P@ (Pat)

A Positive Step Forward?

Fri, 24 Sep 2010 00:09:00 GMT

On the weekend, the Government announced a couple of initiatives to help better provide for the most seriously injured Veterans. As well, Canadians were told that more announcements of other improvements are to come in the near future.

As the Veterans Ombudsman, I have been highly critical of the lack of movement in getting changes to Veterans' benefits, and of the miserly culture that designs, administers and delivers them. So, here are my thoughts on last weekend's announcement – without the benefit of a detailed prior briefing, as was given to Veterans' associations. To date, I have no more information than what I have read, watched and listened to in the media.

Even with the limited information that I have, I can say that the fact that the Government appears to be starting to finally move to make changes is a positive development. After all, remember that it was over five years ago that the Government expedited the passing of the New Veterans Charter as a "living document" that could be changed on a regular basis. This announcement marks the first proposed changes.

As far as the substance of the announcement goes, until the details of how the initiatives will be administered are revealed, the effect that these changes will have on Veterans and their families is unknown. Veterans' benefits have become very complex, and there is a good potential that these initiatives will only add to that complexity. As well, if the penny pinching insurance-based culture doesn't change within the "system", this will just become another gauntlet for Veterans to run through.

When I travelled across the country listening to your complaints about the way Veterans' benefits are being delivered, I told you that my position on any changes to the New Veterans Charter would be based on the following principles – that the changes be Timely, Comprehensive, Transparent and Retroactive. To me, what was announced last weekend falls more into the "it's about time" category than the "timely" one. So, now that the Government has made these announcements, it needs to implement them quickly, and not spend months having the initiatives slowly work their way through the government process and bureaucracy.

The initiatives basically try to correct some deficiencies with certain benefits. That is not a comprehensive approach to correcting the New Veterans Charter where benefits are integrated. Granted there are more announcements to come, but I am not confident that the changes being contemplated are more than just the tweaking of existing benefits, rather than a comprehensive look at the effect that all of the interrelated benefits are trying to achieve.

As far as transparency goes, there was nothing transparent about the process leading to the announced changes. It was done in isolation of Veterans, their families, and potentially other federal departments. Neither is there transparency when it is announced that the Government will provide a $1000 a month benefit, but fails to state that the benefit will be taxable, resulting in a net reduction of 40% for many. Also, the announced changes need to be retroactive to the date the New Veterans Charter came into force. The fact that the Government was slow to make changes to a flawed piece of legislation should not be reason to penalize Veterans who have basically suffered in silence until now.

So, is this a positive step forward? Yes, I think it is. Will these initiatives be sufficient and effective? The devil will be in the details and it will be Veterans and their families who will ultimately determine that. Will these changes be Timely, Comprehensive, Transparent and Retroactive? As stated, I have concerns in these areas. However, there is still time for you to influence the process. Get involved! Let your parliamentarians know what you think about the announced changes. Your voice counts!

P@ (Pat)

Just the Facts: How much is spent on Veterans?

Fri, 17 Sep 2010 00:09:00 GMT

When one looks at the current Federal Main Estimates, Veterans Affairs has a budget of approximately $3.4 Billion. Now the Government is always throwing dollar values around in the millions and billions so it is hard to really get an understanding of whether something is affordable or not. Just by using the words millions and billions we often miss the scale of the decision that is being made. Did you know that a million seconds equals a little over 11 days whereas a billion seconds is 32 years? (If you don't believe me do the math.) That certainly provides perspective.

So lets put spending on Veterans into perspective. Did you know that for the last twenty years spending on Veterans has averaged 1.35% of Federal spending. Spending on Veterans has been very stable regardless of which political party has been in power or whether the Government has been in a deficit or surplus financial situation. (One could almost read into those figures that very little attention has been paid to the Veterans Affairs portfolio to see so little change.) This year's budget is no different as the $3.4 Billion allocated is 1.32% of the estimated $259 Billion the Government is going to spend this year. So is this affordable?

Now let's put this into the context of something we are all familiar with: the family budget. Statistics Canada reports that the average Canadian family's income for 2007 is $66,550. So 1.32% (VAC's allocation of the Federal budget) of $66,550 equals $878 or $2.40 per day or basically an extra large cup of coffee per day. For the Federal Government the scale of expenditures on Veterans is equivalent to us buying a coffee a day. Put in this context it begs the question whether we as Canadians should be spending more?

In the upcoming months much is going to be said about changing how Veterans benefits are administered and determining what type of benefits need to be provided. Obviously, there will be a cost associated with some of these initiatives. When those costs are identified, they need to be kept in perspective.

$3.4 Billion is a lot of money, but for the Federal Government it is pocket change. Now you know.

P@ (Pat)

How unfair is this?

Tue, 14 Sep 2010 00:09:00 GMT

Here is a situation that just came to my attention. It's an indicator of all the things that are wrong with the "system" and shows how the "system" just steam rolls over those in the way and ignores those that are trying to make a difference.

An aging Veteran in his mid 90's applies for a Disability Award. Almost six months later a favourable decision is made, but the Veteran dies two weeks before the decision is rendered. In the meantime, while the family is dealing with the Veteran's death, they receive the Disability Award cheque in the mail. Shortly after, the executor of the estate receives a letter that the monies have to be returned to Veterans Affairs Canada (VAC) because the Veteran has to be alive when the decision is made in order to receive a Disability Award. This office is contacted by the executor of the estate to see if it could help resolve the problem. The Office asks to meet with VAC and is told that VAC is seeking some additional guidance and would get back to it. In the meantime, the "system" approaches the bank directly, follows normal collection practices, and demands its money back. The bank returns the money in question from the beneficiary's personal account. VAC finally informs our Office that they have solved the issue and, therefore, there was no longer a requirement to talk.

If VAC communicated and reached out to Veterans better, Veterans would apply for benefits before they are in their mid-90s. If VAC didn't have such ridiculously long turnaround times (24 weeks for a first application that is straight forward) the above-described Veteran would have received his benefit before he died! If VAC provided better case management, they would have tried to expedite the process for someone who is in their mid 90's. And, despite VAC's mandate to collect the "overpayment", if VAC had any empathy for the family they should have sought a compassionate resolution to this issue. VAC should have worked with the Office of the Veterans Ombudsman if it was struggling to find a solution. All it did was use the long arm of government to rip away what truly belonged to the Veteran and his family.

Why is there no recognition that the Veteran, in his 90's, did his part of the application process the right way? Why are he and his family penalized because he dies before VAC's cumbersome adjudication process is completed? In this case, the result of VAC's inability to process applications and issue cheques in a timely fashion is that he and his family are denied what was his and his family's in the first place. Yet VAC doesn't have any timing problems collecting so-called "overpayments". It's incredible how efficient and effective VAC is in that regard in comparison to its inefficient track record on processing applications and delivering benefits.

This aging Veteran should have had the comfort of knowing that he would be able to leave a small amount of money to his family when he died. He earned it through his service to country. Why did they take it back? What is their legal basis for creating an overpayment in the first place? The opinion of this Office is that there is no legal requirement for the Veteran to be alive on the date of decision.

You wonder why I am frustrated and speaking out? This is just one more instance of the often irrational bullheadedness with which I have to deal with on a daily basis. And, this is why I continue to fight for Veterans and their families and why you need to become involved. The "system" has to change and with your help, it can be changed!

P@ (Pat)

Agent Orange Ex-Gratia

Fri, 10 Sep 2010 00:09:00 GMT

You have heard me say that I feel duped in that I believed that the "system" truly wanted a Veterans Ombudsman that could provide an objective viewpoint on various issues and that it would listen to the advice and recommendations of that person.

As the Veterans Ombudsman, one of my tasks is to advise the Minister of Veterans Affairs. So one would think any counsel that I provided on unfair practices affecting Veterans and their families would be welcomed. It would certainly allow the Minister to have a viewpoint that is unencumbered by any Departmental concerns.

On June 21, 2010 I sent a letter (Opens in a new window) to the Minister asking for an extension to the Order in Council for the Agent Orange Ex-Gratia payment due to the fact that the "nature of the illnesses and the four decades that have passed combined with existing application process issues are creating an unfair situation for eligible stakeholders."

The extension would require no new money as the program is undersubscribed (only $58.8 Million spent of the $95.3 Million originally allocated) partly due to the problems identified in my letter. I provided the Minister with ample time to work the machinery of government to seek an extension before the Order in Council expires on October 1, 2010. To date, I have received no response to my letter.

I understand that my recommendations are not going to be accepted every time, but if a recommendation is not going to be accepted,then the Office of the Veterans Ombudsman should be informed as to why. Since my letter has not even been acknowledged, I am left with the impression that the Government is going to quietly let the Order in Council expire.

Are there actions going on that I am not aware of? I am just as much in the dark as any other Canadian on this – and as the Veterans Ombudsman I shouldn't be.

There are now less than 20 days left before the Order in Council expires and to further tighten the deadline, according to VAC, they will stop accepting applications on the 17^th of September. In the last six months alone VAC has received 271 applications so it is obvious that there are many out there who are struggling to meet the demands of the application process. Is the Government considering extending the Order in Council or is it just patiently waiting for the issue to go away? I don't know and I need to know, so do Canadians, especially Canadian Veterans and their families.

What I do know,however, after having personally talked to Canadians across this country, is that this is a real issue, affecting real people with real consequences. What I do know is that the Government announced this program ( Opens in a new window) in December 2007 stating "today, we are acting. We are moving in the direction of fairness and compassion". What I do know is that the then Minister in his speech (Opens in a new window) announcing the Ex-Gratia payments even quoted the following from President Teddy Roosevelt: "In a moment of decision, the best thing you can do is the right thing. The worst thing you can do is nothing."

So where is the compassion and fairness now? Decision time has arrived! It's time to do the "right thing" for Canadian Veterans and their families. They deserve no less! So, are you still wondering why I feel duped? Stay tuned for more.

P@ (Pat)

Blog on Funeral and Burial Benefits

Wed, 08 Sep 2010 00:09:00 GMT

Why do I say the Office of the Veterans Ombudsman is being ignored or marginalized? Why do I feel that I was duped? Here is an example. In September 2009, the Office of the Veterans Ombudsman submitted Serve with Honour, Depart with Dignity – An Administrative Review of the Funeral and Burial Assistance Program for Veterans Affairs Canada. Our review identified seven primary issues of concern, provided recommendations and urged VAC to act quickly to implement them.

This was the Office's first report and it was on a program that had known inadequacies that VAC staff told us they were trying to correct, and on a subject that was included in the Deputy Minister's Performance Agreement. One would have thought an objective outside review of the program would support and enable the process to get the changes put in place. However, although there was some media hype on the day that we released the report and some progress in the intervening year with the recommendation addressing better communication, the six recommendations that require VAC to seek regulatory change remain untouched.

Now let's put this program into perspective. This is a program that is designed to provide the most financially disadvantaged Veterans' families the means to bury their loved ones in a dignified manner. Eligibility is limited to only a small portion of the Veterans' population and what is being asked for is basically to simplify and bring the benefits up to current industry standards. DND has updated its funeral and burial rates and includes a formula for keeping the benefits relevant from year to year.

Because the department's response has been only a commitment to provide better communications but nothing about the six recommendations that require regulatory change, I sent a letter to the Minister on June 22, 2010 stating that the department is "unable to deal with the regulatory amendments. Accordingly, your leadership is essential to resolving these longstanding issues that affect families of the most vulnerable veterans".

On August 6, 2010, the Minister responded to me with a letter that basically dismisses my concerns and tries to leave me with the comforting knowledge that "the program is currently being reviewed to ensure that the level of support provided continues to allow for a dignified funeral and burial." This is obviously an issue that is important to the Minister as it has been included in the Deputy Minister's Performance Agreement for this year and the previous two years. However, it begs the question: how much more review do you need?

This isn't rocket science. We are talking about providing adequate funding to bury the most financially disadvantaged Veterans. Who is going to object to providing a dignified farewell to someone who unselfishly chose to serve Canada? It is not going to break the bank. So why is it that this issue has been in the Deputy Minister's Performance Agreement for the last three years with no apparent action? Why does my correspondence to the Minister and the department go unanswered or receive answers that are dismissive? If the department can't make minor changes like this, does that mean someone in central agencies is holding up the process?

You wonder why I am frustrated and speaking out, I will give you more in my next blog.

P@ (Pat)

Blog on Press Conference

Fri, 03 Sep 2010 00:09:00 GMT

A lot has happened since my news conference on August 17.

Although I found it particularly distasteful to speak up like I did, especially after two and a half years of relationship building and working behind the scenes with VAC senior management and the Minister, there was no alternative.

I was entrusted with the task of creating an Ombudsman's Office that could ensure accountability and fairness in the administration of Veterans' benefits. As a former soldier, I took this task seriously and believed that those that entrusted me with this task wanted the Office to succeed in the same manner.

However, when we started asking hard questions about some serious issues, the previous assurances I had received from VAC, to the effect that "we will work together to fix things for Veterans", fell flat. At that point, it was evident to me that I had been the victim of the "VAC waiting game". With no incentives for VAC senior bureaucrats to do anything but maintain the status quo, it's all about risk avoidance to them. Too bad they are not willing to stand up for Veterans and their families as Canadians expect them to do!

From now until the end of my term in mid-November, I will continue to present to Canadians evidence of disingenuous and unfair practices towards Veterans and their families. I will present the truth 'as I know it', let the facts stand for themselves and let you decide.

Veterans' issues are now in the open and are being debated at the national level for the first time in a long time. This is where the focus needs to stay – on the issues affecting Veterans and their families.

Every Canadian needs to be engaged in this debate. This is about our sons and daughters and mothers and fathers who have sacrificed, are sacrificing and will sacrifice themselves in the service of Canada. They deserve to be treated with dignity and respect. We owe them no less!

P@ (Pat)

Blog on VAC's Lump Sum Survey

Mon, 23 Aug 2010 00:08:00 GMT

On August 20, 2010, a Toronto Star article "cited the department's own survey of disabled veterans that showed 69 per cent said they would prefer to get a lump-sum payment. The survey also found that 85 per cent said their lump-sum payment was well used and 71 per cent said they had invested some portion of the cash." The Department has been using the results of this survey for the last three months as a confirmation that the New Veterans Charter lump sum payment is good policy.

What you need to know is that the question that was asked is not even relevant to the arguments over whether a Veteran is better served by the New Veterans Charter lump sum payment, and the other new programs, or by the monthly payment provided by the Pension Act. The question that was asked is whether you would prefer your lump sum payment, with the same dollar amount as a single payment or as payments over time? It didn't consider that the dollar value of the Pension Act payments is higher. (See our linked observation for details.) The question was in fact asking if you had a New Veterans Charter lump sum payment would you rather receive it all at once or spread out over a lifetime? Of course the answer is going to be "I will take it now". Wouldn't you?

Then to add insult to injury, now that the Department is under some pressure to make changes to the Lump Sum payments, in the Toronto Star article, it is being suggested "Instead of getting one big payment, soldiers may soon be able to opt to have that money spread out over months and years. For example, a payment of $200,000 could be spread out with five annual payments of $40,000 each." So now, a Veteran is going to lose the advantages of accrued interest over that timeframe. In trying to correct an already flawed program, the proposed solutions are compounding the problem.

If there is to be a debate on the lump sum payments, let it be open and transparent so that the true facts are discussed. Don't obscure the results of a survey question that isn't even relevant to the real issue we are hearing from our Veterans. Look at our facts and tell me if I am wrong.

P@ (Pat)

What can you do to help?

Fri, 20 Aug 2010 00:08:00 GMT

Since the news conference last week, the grass roots outpouring of support to fix the problems associated with providing Veterans with the necessary support they need has been overwhelming and encouraging. This is the same grass roots response that united Canadians to create the "Highway of Heros" http://www.youtube.com/watch?v=bFmXKMki8sA (Opens in a new window), to have "Red Friday's" http://www.redfridays.ca/ (Opens in a new window) and to individually thank and support our service personnel. Canadians may not agree on why its sons and daughters are fighting in far off lands, but there is no lack of fervour when it comes to Canadians supporting its troops and their families. One only has to look at the public indignation that surfaced when it was proposed that Repatriation Ceremonies for our dead returning from Afghanistan not be made public or when it was revealed that paucity of Canadian Forces burial benefits did not meet current industry standards.

One of the questions that the Office of the Veterans Ombudsman is being asked frequently is: What can I do to help? There is no question that changes on how Veterans benefits are administered and what types of benefits are required are desperately needed. You have heard me rant about how difficult it is to push through any substantive change through the bureaucracy with its penny pinching insurance company-like culture. You have heard me condemn central agencies for impeding the progress of improving the support to Veterans. No matter what I say, the track record for getting substantive changes through the system from within the system is poor. This office and Veterans advocacy groups have been pushing various governments for years to improve support to Veterans and has had limited success. Because much of what is needed to be done is rooted in legislation, only Canada's Members of Parliament and Senators can make those changes. The only way substantive change is going to occur is if Canada's Parliamentarians realize that this issue is a significant and urgent issue for Canadians.

So what can you do? Get involved! Let your MP's and Senators know how you feel. Write them, talk to them and make your views on how to support Veterans clearly known. Make them accountable. Did you know that Veterans themselves represent 3% of the voting population and when you add in the immediate family that percentage increases to over 10%? In some ridings, the majority of voters have direct involvement with Veterans. Do not underestimate the power that you have as an individual to make change through your parliamentarians. Our mothers and fathers, sons and daughters have sacrificed themselves and their families in service of their country so that you can have the freedom to choose the government and issues that need to be addressed. Our soldiers, sailors, air personnel and police have stood up for us; it is now time for us to stand up for them. Get involved and speak up! Let your parliamentarian know your viewpoint on Veterans.

P@ (Pat)

Dispelling the myths...

Thu, 19 Aug 2010 00:08:00 GMT

I would like to dispel some myths surrounding my campaign for change. I don't support the notion of moving VAC, I don't support the suggestion of reducing the size of VAC, I don't even support the assertion from our Stakeholders that civilian employees should be changed with Vets. I know people in the OVO would say there is a definite advantage of having Veterans around, but I would argue that Veterans are experts at following orders. What must change immediately are the policies and practices that disadvantage our Veterans and their families. I know for a fact that a huge number of VAC and VRAB staff are frustrated with the way they have to treat Veterans -- they tell me as much! I would appreciate it if you would speak out to your management, just like our Vets speak out to me and to the media, but I know what it is like to put your livelihood on the line. Until we get substantive change in the policies and procedures, just keep trying to do your best for our Vets and their families and giving them the Benefit of any doubt you might have that they are deserving of what they ask you for. Thanks for helping me change the treatment of those people who have made huge sacrifices for our Country.

P@ (Pat)

Putting a face to Veterans Issues...

Tue, 17 Aug 2010 00:08:00 GMT

My purpose with this blog is not to talk about the Government's intent not to renew me as our Veterans Ombudsman. It was the Government's prerogative to let me go, and I will leave that to the Government to explain to the Canadian people. Instead, what I would like to do is to expose to Canadians what I perceive as a system that for a long time has denied Veterans not just what they deserve, but what they earned with their blood and sacrifice. Indications are that this is not a recent phenomena, it is a long-standing and deeply rooted practice.

The depth and breadth of the unfair practices and policies that I have witnessed is so extensive that we have barely been able to scratch the surface. After a mere two years and nine months we have been confronted with the tasks of: staffing the office, identifying the ways that our Veterans are being unfairly treated and developing doctrines and protocols to redress them, all the while being impeded by a bureaucracy that was deliberately obstructive and deceptive. Let there be no doubt that replacing the Veterans Ombudsman at this point in time will clearly set the Office back many, many months.

Despite being promoted as an ombudsman that would operate at arm's length from Government, it is clear to me that the Government expected the Veterans Ombudsman to behave as a complaints manager responsible to the Department. Is it a surprise to anybody that the Veterans Ombudsman would speak out on behalf of our Veterans and their families? Is it any wonder that the Office of the Veterans Ombudsman would be critical of the way the Government is treating our Veterans?

As a soldier, it is my nature to accept at face value the sincerity of my Government and to carry out the job I am asked to do in good faith to the best of my ability. Our Veterans have done likewise, and members of the CF and RCMP are continuing to do so now in Afghanistan. They and their families have looked to me to represent them, and represent them I have. It is beyond my comprehension how the system could knowingly deny so many of our Veterans the services and benefits that the people and Government of Canada recognized a long, long time ago as being their obligation to provide.

I have spent the last three years traveling across Canada, meeting with Veterans and their families to truly understand their plight. To you all, I pledge that in the final three months of my term as your Ombudsman I will do my very best to ensure that all Canadians know how badly so many of you are being treated. To all Canadians, these are your Sons and Daughters, your Brothers and Sisters. The time is now for you to do something about it. Make sure this Government understands that this must stop. Write letters to newspapers and politicians, make posts on the Internet, and stand up and speak out for our Veterans and their families. They've done as much for you. P@t (Pat)

Principles of "insurance" and "compensation" vs. "insurance company" mentality...

Mon, 19 Jul 2010 00:07:00 GMT

I recently read a letter from a VAC senior official that referred to the "principle of insurance" and the "principle of compensation" in describing why the system denied a Veteran of an entitlement.

What seems to be missing from any official correspondence anywhere is the principle of honouring Veterans by generously providing benefits without stripping the dignity of those who have sacrificed themselves unconditionally for their country. Does anyone have any idea of what the employees of Private Military Companies are paid to serve in dangerous areas such as Afghanistan? That is a rhetorical question, but it goes without saying that they are paid a damn-site more than any of our CF or RCMP personnel are! They are paid a handsome per diem because the danger associated with the work justifies it and there is not much expectation of longevity of employment, much less a career. CF and RCMP members on the other hand, can often struggle just to get insurance because what insurance company in their right mind would cover a person who is silly enough to put themselves into harm's way, not in the pursuit of wealth and resources but for an ideal, or an ideal adopted by a nation's government?

VAC is not an insurance company, any more than the service personnel who apply for benefits from them are "claimants". There is a reason why legislation refers to them as "applicants", and that is because the people and the Government of Canada have undertaken to do whatever they can to fulfill their obligation to their Veterans and their dependants who have served their Country so well!

These principles of "insurance" and "compensation" are ideals that we want to embrace. What shouldn't be embraced is the penny pinching "insurance company" mentality of senior bureaucrats and central agencies who have narrowly interpreted the law in a manner that does not reflect the spirit of the legislation. Just read the pre-ambles to the Pension Act, the VRAB Act, and the War Veterans Allowance Act that talk about liberal interpretation of legislation and you will see what I mean. Just like their counterparts in the Public Service, members of the Canadian Forces and RCMP join for a fulfilling career in the service of our country. Unlike their colleagues in the Public Service, however, CF and RCMP members are compelled BY LAW to disadvantage their families and place themselves into harm's way at the bequeath of the people and the Government of Canada. So if their lives or careers are tragically cut short in doing so, there is not a public servant in this country who should limit the recognized obligation of the people and the Government of Canada by espousing the private insurance sector's mentality; especially when the law directs Veterans benefits to be administered generously. I don't think you will be seeing that one any time soon in official correspondence of VAC.

Take care, all!

Accountability—Priority One

Tue, 13 Jul 2010 00:07:00 GMT

The other day I was interviewed by national radio talk show host Roy Green. Since then, I've seen the transcript of a subsequent interview he did with Laurie Hawn, MP, during which Mr. Green described me as "angry" about the way some of our Veterans are being treated by the "Harper Government".

I would like to clarify a couple of things. First, nobody should mistake my passion and determination to fix systemic problems that cheat some of our Veterans out of what they are entitled to for anger. I am still optimistic that we can right the wrongs. Anger will follow if the people who are responsible step away from the recognized obligation of the people and the Government of Canada to look after our Veterans and their dependents who sacrifice so much for our country.

Second, at no time have I ever suggested that the source of the systemic problems is "the Harper Government". To the contrary, in fact, I have made it quite clear numerous times, including the interview with Mr. Green, that the systemic problems that are the main effort of the OVO right now ARE NOT caused by our present elected officials. That's the media, however. The issues that I am currently seized of that treat many Veterans so unfairly have existed for several successive governments of both major parties. There has just never been an Ombudsman before who could give the system the Red Card it deserves. [Do you think I am into the World Cup?]

For the majority of Veterans, applications for benefits are approved in a fair and timely fashion [at least, that is what VAC tells me]. My experience tells me that those must be the cases that are quite straight forward in the first place and fit neatly into the eligibility grids. The sad irony is that many of the Veterans being unfairly treated by the system also seem to be suffering some of the greatest hardships. I don't know if that is a chicken-and-egg phenomenon, but what I do know is that if the system was functioning the way legislation intended, many of the hardship cases that we come across would never have existed in the first place.

I will admit that our elected officials are ultimately responsible for the way the system treats our Veterans. However, the system that supports them has to be accountable for the advice they provide our elected officials and stewardship they offer to the programmes and benefits that serve our Veterans. That is what I see as my job: to hold accountable the system that supports our elected officials and I am determined to make that accountability public. However, it is up to the people of Canada, not the OVO, to hold our elected officials accountable for what is done to correct those systemic problems after we identify them.

Our stake-holders will be hearing a lot more soon about the systemic problems we have identified. Stay tuned!
P@

Principles for the New Veterans Charter Review...

Wed, 09 Jun 2010 00:06:00 GMT

Hey, it's me again! As many of you will know a lot of attention is now being paid to the New Veterans Charter (NVC), attention that is long overdue. The VAC Advisory Committee recently submitted it's final report on recommendations to fix the NVC, and other advocacy groups have also offered a myriad of their own to the mix. The Office of the Veterans Ombudsman, however, will not be getting involved at this point in time with our own set of recommendations, and there are a couple of reasons for this. First, I am satisfied that a lot of good people have done a great deal of work on trouble shooting the Charter already so there is no need for us to duplicate these efforts. Moreover, if we are later called upon to critique the process or outcomes of the review we cannot risk our future impartiality by being a party to the deliberations right now.

Having said this, it would be remiss of us to do nothing because the Charter is such an important piece of legislation for our Veterans and their families and will affect them for decades to come. I have therefore offered some recommended principles upon which the review of the NVC should be based.

First, we have to get on with it now. When the Charter was fast-tracked through Parliament it was recognized that the legislation would have some flaws. The Veterans Community was promised that it would be living legislation, and that it would be under continual review. Four years have passed now, and we have only just started to review it.

Secondly, the review must be comprehensive. The programs contained in the legislation have been described to me as being holistic, suggesting that it would be unfair to criticize one part of the law (e.g. Lump-Sum Award) because of other parts impact on it. I accept this, but it suggests that any amendments must be equally holistic.

I have also asserted to anyone who will listen that the review must be transparent. One of the most common complaints I have heard relates to VAC's claim of an inclusive process within the Veterans Community in bringing in the Charter into being. The OVO's contribution to the process is going to be as inclusive and transparent as I can possibly make it. We already embarked on a Town Hall blitz, to promote our contribution to the NVC review and to hear from Veterans! It is my intention to publish a report that will lay out the principles that should be used to assess the efficacy of the NVC and recommended amendments. We also made a commitment to offer a draft of our report to the Veterans Community for comment before the report is finalized.

Applauding Outward Bound Canada's Programs for Veterans...

Wed, 02 Jun 2010 00:06:00 GMT

I would like to introduce everyone to one my sources of inspiration in the Veterans Community. His name Shaun Arntsen, and we soldiered together in 3PPCLI back in the day. Shaun took his release and settled in Alberta where he joined his local Legion and is now the Sgt-At-Arms. I think all Veterans must become engaged with anyone of the established associations that advocates on their behalf. He had an idea of something that might help Veterans deal with Operational Stress Injuries, pitched it to the Legion and Outward Bound! They bought in and below is information on Outward Bound's Veterans Programs(Opens in a new window), testimonials, and how you can find out more. Before I hand you over to Shaun, I would like to congratulate him on his success, demonstrating the vision and perseverance of a true leader that is so rare today. This program characterizes what soldiering is all about Mission, Buddy, Self and I am absolutely convinced that it has a great deal of potential in terms of helping any Veteran make a successful transition to life as a civilian, although Shaun's initiative is focused on those suffering from an OSI. If my memory serves me, I think Shaun said that the famous Outward Bound program was actually started by Veterans of WWII. Go figure!

In my opinion, Shaun's Outward Bound/RCL Legion initiative, which has a huge Inward Bound aspect to it, ranks right up there with the Soldier On program. To get more information on this initiative, contact Shaun Arntsen, visit Outward Bound's face book presence, or website:

Outward Bound Canada for Veterans:

Email: shaun.arntsen@gmail.com

Toll Free: 1-877-687-6228

Direct Phone: 403) 609-7096

Facebook Friend Page: http://www.facebook.com/OBCVETS

Veteran's Programs, Outward Bound Website:

http://www.outwardbound.ca/results_index.asp?Category=88

I hope to participate soon! Want to join me?

P@ (Pat)

Below are some testimonials from Shaun's last course:

Like many soldiers across the ages, my service has not only left physical scars but also deep mental scars that have taken me to the very edge more than once. The Outward Bound Veterans program was first made aware to me from staff members at the OSI as way of helping me prepare for my forthcoming trauma treatment. Like many veterans, I am a shadow of what I was once and worried that I wouldn't be up to such a task, either physically or mentally.

The trip in was truly epic and pushed everyone harder than they ever imagined. The Outward Bound staff was incredible and not only showed a level knowledge that made all of the veterans feel comfortable, but also showed genuine care and concern about everyone on the journey. The trip in raised emotions and raised doubts amongst many as to whether we were all up to the task, but this only increased the experience and the sense of elation when we all safely arrived at the Peyto hut.

Over the next few days a group of strangers not only became friends but also bonded on a level that few had experience since leaving the military. We had time to reflect and grow in one of the most fantastic learning environments possible, many people were out of their comfort zone but I believe the care and direction provided by the staff helped everyone in their own personnel journeys. People talked openly and smiled more than most had in years including myself. In addition to the life lessons we were all learning, we learned many new skills from some of the kindest most knowledgeable experts that I have come across in many years.

For me this has truly been a life changing experience and I now feel ready to face my treatment over the next few months with and increased sense of being and self worth. I found part of the person I used to be up on the glacier and I know that this experience will live with me for the rest of my life. I have made friends that I believe will last, and have learned more than I ever dreamed possible in such a short period of time. I feel very lucky for having the opportunity provided by the Outward Bound Veterans program and I hope in the future I will be able to give something back to this fantastic and life changing program.

Mike Burgess Cpl retired

I went to Canmore with the Outward Bound Canada Veterans program to challenge myself and see some old friends. At Peyto hut I got the chance to breathe deep and share the experience with people that know me and where I am coming from.

Francis McCann Cpl retired (3 PPCLI)

A Call to Action...

Thu, 01 Apr 2010 00:04:00 GMT

A lot has happened since my last post. First, the Office of the Veterans Ombudsman is putting together the systems and processes for Public Consultation to help push our efforts to the next level. What you see on the Public Consultation website now is only the tip of the iceberg. And, we need your help. If you have been fighting Veterans issues for some time now, we want you to hear from you. We encourage you to share what you have found with us through our Public Consultation website.

We recently hosted a Panel Discussion on Caring for Canada's Veterans: Traditional Issues and 21st Century Challenges. We were privileged to have Dr. Ralston Saul, historian, philosopher and noted author, Wolfgang Zimmerman, expert in Disability Rehabilitation, Darragh Mogan, Director General of Policy and Research at Veterans Affairs Canada, and Brigadier-General (ret'd) Joe Sharpe. We had a huge response from the ether and I have to say I learned a lot from the panelists. From my perspective, it is worthwhile to have more of these discussions and I would appreciate any suggestions you may have for future panel discussions and / or panelists. To provide your suggestions, contact us.

We have also increased the tempo of our Town Halls over the past couple of months. These Town Halls were focused on the New Veterans Charter but, that's not too say that a myriad of Veterans issues didn't come up. I encourage you to read the Summaries from these Town Halls. At the end of this push I am hoping we will be able to describe the needs and expectations of Veterans as well as, best practices and lessons learned in helping Veterans. My aim is to contribute in a meaningful way to the people who are fixing the New Veterans Charter. Stay tuned...

P@ (Pat)

Prevention of Operational Stress Injuries...

Mon, 29 Mar 2010 00:03:00 GMT

I have a very important clarification. As many of you know, I have been anything but quiet in my assertion that the Canadian Forces must place much more effort into operational stress inoculation and management. Many so-called experts in the field that discard this idea are out of hand, so I have made reference to the known phenomena of "desensitization" as one of justifications behind my assertion.

I also have referred to the work done by Lieutenant Colonel Grossman, whose theories have been broadly criticized by so-called experts. I guess that got the ire up of some people. One person, apparently a Veteran, wrote me asking if I was mad, pointing out that Grossman has also been critical of violent entertainment because it desensitizes our youth and turns them into school killers. This person asked me if I had any idea of what really happens over there [in Afghanistan], and described seeing firsthand violence-loving adrenaline junkies committing war crimes and violence against civilians. This person attributed the desensitization of these "violence-loving adrenaline junkies" to American propaganda and the internet.

Holy cow, I am not suggesting that the military should replace their training system with Schwarzenegger movies and point-and-shoot video games!

Continuous, long-term realistic training that is coupled with stress management techniques that complement the military culture and routine must be mandated and controlled by the chain of command and monitored, measured and modified by the medical system.

Grossman has inoculation theories of his own, and suggests that a disciplined, military approach to such training does not a mass murderer make. Moreover, there are studies that suggest desensitizing youth to violence does not in itself create mass murderers - there are all sorts of other negative stimuli and influences that cause a young person to actually want to hurt somebody.

I remain committed to monitor how stress casualties are treated once they enter the Veterans Community, and not enough can be done to help them. However, the best approach is to find ways to prevent stress casualties in the first place. This is too important of a Force Protection issue, with risk that is easily mitigated and huge potential benefit, that it just cannot be ignored!

P@ (Pat)

Remembering John Babcock...

Tue, 23 Feb 2010 00:02:00 GMT

It is with great sorrow that I write this entry following the announcement of the passing of our last Veteran of the First World War, John Babcock.

One of the first things I did as Canada's Veterans Ombudsman was to go to Spokane, Washington to visit John and his wife Dorothy. Despite all of the attention they were receiving due to John's notoriety at being the last surviving Veteran of service in the Great War, the Babcocks were very gracious in welcoming both Louise and I into their home. John told us some wonderful stories of growing up in the Kingston, Ontario area and signing up and serving in the First World War and then transitioning back to civilian life. I am very privileged to have been able to meet John - a symbol of the era that laid the groundwork for the "kinder, gentler" Canada we enjoy today.

My thoughts and prayers go out to the family and friends of John. May he rest in peace.

P@ (Pat)

Merry Christmas to all, and peace on Earth!

Wed, 23 Dec 2009 00:12:00 GMT

As I start my first day of Christmas leave I am consumed by thoughts of all sorts of things that I have left to do at the Office. Not only is there a whole lotta work to be done to kick off our probe into the New Veterans Charter in the New Year and to get our Public Consultation approach to operations moving, but I haven't yet submitted my Christmas blog entry.

2009 has been a busy but very productive year for us at the OVO. Notwithstanding the major initiatives just mentioned our Early Intervention troops have been going full bore and our Investigators are fully engaged in our review of the excessive red-tape that burdens and frustrates our Veterans and their families. We published three major documents -- our report on Funerals and Burials, an introduction to your Ombudsman entitled "Securing the Start Line" and our first annual report. I have now sorted out how we will work within our mandate to help our Veterans of service with the RCMP. When it comes right down to it though, the Office of the Veterans Ombudsman will be a horrible waste of the taxpayers money if decision-makers in the Department don't listen to us and implement change where change is needed. We have prompted the Department to move on some major issues, the most notable being pilot projects on homelessness and red-tape; however, lots more needs to be done.

As we enter the festive season I am also consumed by thoughts of the thousands of people who have come to us to seek our help. I think of the others who suffer in silence. And of course there are those who will not be home for Christmas because they are somewhere in the world working for peace or keeping us safe here on our streets or they have made the ultimate sacrifice in doing so. Through my "Leave Nobody Behind" campaign I have been introduced, up close and personal, to an element of Canadian society that is also in need of support, our homeless community. All the issues this work exposes me to and the difficulty in generating substantive change in the Department could be very self defeating, destructive in fact, were it not for the outstanding people I have encountered along the way. I am hugely grateful to everyone in the OVO for their massive efforts and those VAC staff who stand beside us in our mission to improve the treatment of our Stakeholders, Veterans and their families. They share my frustrations! I am also thankful to the people in the Veterans Community who selflessly give of themselves to redress issues in the community, some of whom have been doing so much, much longer than I have. These people really characterize the spirit of giving that this festive season is truly all about. This work has also introduced me to many I-would-call "civilians", Canadians outside the Veterans Community who help our families who are in need of a helping hand and those citizens who carve a life out for themselves on our streets. To them I offer a special heartfelt thanks this Christmas. This work could be very depressing were it not for the very special people I work with trying to make our community a better place for everyone.

Merry Christmas to all, and peace on Earth!

P@!

Launch of Probe into the New Veterans Charter – come out and Make your voice heard!

Tue, 15 Dec 2009 00:12:00 GMT

The Office of the Veterans Ombudsman is about to launch a probe into the New Veterans Charter (NVC). You should all be aware that Veterans Affairs Canada (VAC) created an Advisory Group to troubleshoot the Charter, and this Advisory Group has submitted their final report recently. The recommendations therein are now being reviewed by VAC.

Recently, I appeared before the Senate Sub-Committee that is also studying the NVC. I presented the position of our Office, that there are many powers at play considering the efficacy of the NVC, and that we are not going to do yet another study of such a nature. I submitted that changes made to the NVC should be made in the same timely, collaborative manner that the NVC was passed in the first place. It is also our position that any improvements made to the NVC should include everyone who is been affected by the NVC. No Veteran should lose out on a living Charter that was put into being with the full knowledge that it was less than perfect to begin with (due to retroactivity limitations on the amendments). Finally, amendments should be comprehensive, not piecemeal over many years.

That is not to say that the Office is idle on the matter of the NVC. We are still gathering complaints from our Stakeholders regarding the NVC, and we are ensuring that the shortcomings identified in such complaints have been considered in the review process. One thing that I am not clear of in the whole process is, how well does the current NVC (and the recommendations made to date) reflect the philosophy with which the NVC was created in the first place?

I have seen a lot of phraseology and buzz-words that characterize the metamorphosis of the NVC, but I have not seen where those terms are defined. There is a lot of controversy surrounding the lump-sum payment. You can be sure that a lot of work is being done on that aspect of the NVC. What I want to clarify for myself before I consider the recommendations that might be considered vis-à-vis the lump-sum payment is, why did the Government introduce it in the first place? Is the reason for that part of the NVC in keeping with the original intent of the NVC? Also, I want to satisfy for myself that the original philosophy of the NVC actually reflects the expectations of our service personnel, Veterans and their families of the obligations of the Government towards those who have made huge personal sacrifices for Canada.

We are going to approach the review of the NVC in three ways. First, we are doing a literature review and conducting interviews to document exactly what the original intent of the NVC was. Second, via my Town Halls, I am going to consult our Stakeholders to determine how well that philosophy reflects their expectations. Third, we will monitor the consideration of the mechanics of the NVC currently under way, with a view toward ensuring that the original ethos – which should have been folded into the NVC in the first place – is being embraced in the review.

So, please spread the word. The Office of the Veterans Ombudsman is coming to a town near you and wants to hear what you think the Government should be doing for our Canadian Forces, and RCMP Veterans and their families. Be heard!

P@ (Pat)

My visit to Woodstock, New Brunswick

Fri, 11 Dec 2009 15:12:00 GMT

On November 5th, 2009, I had the pleasure of visiting Woodstock, New Brunswick to hold a Veterans Ombudsman Town Hall. It was a quick one day in, and the next day out trip however, a very worthwhile visit because the dialogue was most valuable! Not to mention, we had one of our largest gatherings in Woodstock -- ironic that one of the smallest towns we visit has such a remarkable turnout. We want to thank Woodstock for that!

A collection of retired CF members, serving and retired RCMP, and the Widows on the Warpath came out in force. Once again frustration mounted in me because we heard many of the same complaints we have heard elsewhere, and the process for us to seek redressment is so painfully slow!

One thing that I was able to do on this occasion was to unveil our new Public Consultation approach to operations available from our new website. I have already done a blog entry on Public Consultation, and if you look to the left of this blog entry you will see the Public Consultation button. Click on it (but, not right now keep reading first!) -- to see all of the issues that we are seized with.

It is very important to note that our website is just one of the many means we use to keep our Stakeholders abreast of developments. From my perspective our Town Halls are still the centerpiece of our Public Consultation, which rounds off the connection that we have with the Veterans Community by phone, email and letters. It is all about communication -- transmitting and receiving -- and understanding.

I would like to thank the organizers of our visit to Woodstock: Bob and Beth MacFarlane, and Doug Arch. I appreciated the chance to meet with so many of our Stakeholders and hear their concerns.

My team and I are willing and eager to meet with our Stakeholders throughout the country. I consider Town Halls to be my primary contribution to the Office of the Veterans Ombudsman. If you have a group that would like to meet with us drop us an email at communication@ombudsman-veterans.gc.ca. We will do our damndest to appear!

And, go ahead, now... click on the Public Consultation button on the left side of the screen.

P@ (Pat)

Veterans Public Consultation Website has been launched

Fri, 27 Nov 2009 00:11:00 GMT

Hey Everyone!

Just a quick note to draw everyone's attention to the Public Consultation section of our website! This has been a work in process for some time now, in addition to staffing the organization, conducting thousands of referrals, hundreds of early interventions and several major systemic investigations. This initiative marks a huge advancement in the field of ombudsmanry and raises transparency and accountability to standards I would submit hitherto have never been seen before in a public institution. Through this approach I hope to be more timely and thorough and inject creativity into our investigations by opening them up to your scrutiny and, most importantly, your contribution. In my time here in the Office I have realized that there are hundreds of people out there who have made themselves experts in Veterans issues, their own and those of others. I hope to take advantage of that knowledge and experience base to aid our government in optimizing the treatment of those people who have been injured in the line of duty having accepted the condition of unlimited liability to serve our Country and their families.

This is only the beginning. You should expect all sorts of change to the Public Consultation pages as we move forward and learn more about the issues that our Veterans and their families are confronted with and the challenges that the government faces in providing those people what they so richly deserve having made selfless sacrifices for Canada. As we collate and corroborate the facts we will present them to you for your consideration. We will refine our questions and create others when and where we identify gaps in our investigative framework. This website will complement and document the feedback we get from the dozens of town halls I have done and will be doing. At the same time we will be fully engaged with the government to fix issues as quickly, simply and thoroughly as possible.

This is only the beginning, but it all depends on you to be successful!

Thanks for your continued support as I work hard to do myself out of a job!

Do you think we will ever be able to fix the system so our Veterans don't need an Ombudsman to represent them?

P@ (Pat)

Remembering the Kootenays

Thu, 12 Nov 2009 14:11:00 GMT

In my previous life I had the very good fortune to be invited to a reunion of the First Special Service Force in their birthplace, Helena, Montana. It was a huge honour for me to be included in this event. They were super soldiers, forerunners to modern special forces, whose achievements in Italy in World War II are the stuff legends are made of. I shall never, ever forget my experiences being with this amazing group of people.

This week I had another such experience. I had the good fortune to be invited to a reunion of the ship's company for HMCS Kootenay when, on 23 October 1969, Kootenay lost nine of her own in one of the worst peacetime disasters suffered by the Canadian Forces. At 08:21, eleven minutes after the "Full Speed Ahead" order was given the Engine Room exploded and a ball of fire shot up the length of Burma Road. The fire raged for four hours and the crew fought valiantly to save the ship, and themselves! The ship's Captain, Cdr Neil Norton, is quoted as saying that "a less professional crew could easily have finished the day in life rafts". Nine sailors lost their lives that day and many more were very seriously injured. (Some didn't know the extent of their injuries until many decades later!)

For many, this was the first time in forty years that they were reunited with their former crewmates. As well, the reception I attended in Halifax followed a pilgrimage to Plymouth, England where four of those who lost their lives are buried (another four were buried at sea and one is buried in Halifax). What many people do not realize is that for whatever reason, after the accident, the Kootenay's were dispersed throughout the Navy and the story of the horror and heroism of that fateful October day although not forgotten was not spoken about. As a result, there were many cases of members of the crew seeing comrades who, for all these years, they thought had perished. Only now, is the true depth of the Kootenay story being revealed to the rest of us.

Theirs is a bittersweet story of the enduring bonds that are forged amongst people who have confronted terror together. They lived through the worst that the world can do to people, they also witnessed the absolute best that people can ever do for each other. I heard story after story of selfless acts of extraordinary bravery, some that were recognized formally with the highest peacetime Canadian Government awards for valour and, some that were recognized by a pat on the back and a hug saying "you're the reason I am alive today". I saw this with my very eyes! There was a lot of pride in the room, and the friendship and camaraderie was overwhelming. But there was also a lot of hurting. It goes without saying that many were seriously burned, and it is safe to speculate that everyone is scarred psychologically in some way, to some degree. Amazingly, the majority of the ship's company was right back on sea duty, and happily everyone that I met went on to successful careers in the Canadian Forces or on civvie street. Sadly, though, a huge number of the guys feel that they were let down by the system.

I would like to thank Russell Saunders, the Air Force Marine, and his team for arranging the pilgrimage and bringing together the Kootenays and especially for inviting me to the event in Halifax! If only more people could see the things I have seen and meet the people I have met, in my career as a soldier and in my present capacity, I do not think there would be much need for a Veterans Ombudsman.

P@ (Pat)
Pat Stogran

Pat appears before Senate Subcommittee on Veterans Affairs

Fri, 23 Oct 2009 00:10:00 GMT

On Wednesday, October 7th, 2009, I appeared before the Senate Sub-Committee on Veterans Affairs. The Sub-Committee is beginning to focus their efforts on the New Veterans Charter (NVC). I made the point that the Office of the Veterans Ombudsman (OVO) has not yet carved out our position on specific issues regarding the NVC as there are so many moving parts and powers at play at the present time. That being said, we have a good idea of the parts of the NVC that our Stakeholders do not think are fair. As does, ANAVETS (Army, Navy, and Air Force Veterans in Canada) the Royal Canadian Legion (RCL) and a host of the other Veteran Advisory and Advocacy groups who should share the lead in making revisions to the NVC. Veterans Affairs Canada's NVC Advisory Committee submitted their final report a couple of months back, which has not yet been released publicly. The report is comprehensive and makes some excellent recommendations however; I am not as yet satisfied with how their report proposes to redress some of the issues. It is my intention to become involved once the situation has stabilized and if the process for reviewing the Charter does not treat our Veterans fairly.

For the time being, the position of the OVO regarding the NVC is as follows:

The Charter must be fixed with the same sense of urgency and the collaboration with which this "living legislation" was passed in the first place.
Piecemeal "patches" over the next how-many years are not acceptable. I have been told that it is unfair to make a direct comparison between the Lump-Sum Award of the Charter and the Disability Award of the Pension Act because the former must be considered holistically with all of the other services and benefits of the NVC. If I take that claim at face value, then the fixing has to be holistic as well. The first round of "fixes" must therefore be comprehensive and thorough right from the get-go and attempt to resolve all the issues. Then we can again gauge the efficacy of the NVC as a whole and do the necessary fine-tuning afterwards.
The process must be transparent. Too many people have a vested interest in the NVC for it to be obscured by other legislative priorities and impeded by procedural inefficiencies. I am as concerned about the economic meltdown as any other Canadian. Creation of jobs, Employment Insurance benefits, and such are important issues for Government to address that affect many Canadians. However, few actions of government affect Canadians as profoundly as sending Canadian Forces and RCMP personnel into harm's way - where they are maimed and mutilated physically and/or psychologically. It is not only Veterans - their spouses and their children are also affected when Government sends our service personnel into the line of fire. They are the victims. Parents, brothers, sisters, friends, serving members of the Canadian Forces and the RCMP as well as, Canadians who aspire to serve this great Country can be co-lateral casualties, emotionally, and psychologically. They all have a right to know what is being done to fix the NVC.
And finally, any fixes to the NVC should apply to everyone who is affected by NVC. Retroactivity as it pertains to people affected by the NVC should have no other bounds placed on it.

Veteran issues are not a case of Canadians being disadvantaged by a government's failure to act. They are about government being accountable for deliberate decisions and actions that led directly to changing the lives of our citizens traumatically and irreparably. There is no denying that the New Veterans Charter is a step in the right direction and that our leaders are to be applauded for the collaborative way they pushed the legislation through. It is my hope that the fixes to that legislation do not now get mired in politics and bureaucracy.

P@ (Pat)

Honoring our Veterans to the End...

Thu, 24 Sep 2009 00:09:00 GMT

Good news everyone. On Wednesday, September 23rd, 2009 the Office of the Veterans Ombudsman released our first official report entitled "Serve with Honour, Depart with Dignity". This report is an administrative review of Veterans Affairs Canada's Funeral and Burial Assistance program and is aimed at ensuring that all those who have given of themselves in the service of Canada, our Veterans, depart this Earth with the dignity they deserve.

The Funeral and Burial Assistance program affects the most vulnerable Veterans: the frail, elderly, and financially disadvantaged. As well, successive governments have been aware of the issues regarding funerals and burials benefits for many years and have failed to act, thereby reducing to mere rhetoric repeated commitments to support Veterans in their time of need.

The report addresses four areas of the Veterans Affairs Canada Funeral and Burial Assistance program: funding, process, eligibility, and outreach. Of the report's seven recommendations – six require regulatory amendments and one recommendation requires procedural changes.

In the very near future you will see significant increases in our operational tempo in presenting Veterans' issues to the decision makers that need to fix them. Watch our website for developments!

P@ (Pat)

In Memoriam - Jon Holland

Tue, 01 Sep 2009 13:09:00 GMT

This blog is a re-worked one that I wrote a couple of weeks ago but it got lost in the confusion surrounding a recent tragedy in the Office of the Veterans Ombudsman. It is with the deepest of sorrow that I advise readers of my blog of the sudden and untimely passing of my Director General of Operations and second-in-command in the OVO, Jon Holland. Jon was a young man, only 50 years old and in seemingly excellent health, but died unexpectedly.

It is remiss of me not to have noticed that my original blog announcing this terrible event did not get posted, and I deeply regret the oversight. I extend to Jon's family, friends and co-workers my sincerest apologies for my negligence and condolences for their loss. May Jon rest in peace.

P@ (Pat)

What's a Town Hall and How Can I Get Involved?

Fri, 07 Aug 2009 16:08:00 GMT

My team (Charlie, Louise, and Mary Anne) and I were in Kingston – Greenwood, Nova Scotia on June 20th, 2009. We held our seventh Town Hall at the Greenwood Civic Centre. I would like to take an opportunity in this blog to thank all that attended this and past Town Halls. Also, with seven Town Halls under our belt I thought now would be a good time to talk a little about what a Town Hall is, why we hold them, and provide information on how you can participate in upcoming Town Halls.

A Town Hall is an informal meeting where everybody in the Veteran community is invited to attend including; all Veterans, RCMP, military, families and interested parties. We have been working with local advocacy groups to get the word out in the community about the upcoming Town Halls as we have found that this has helped us increase attendance at these events. Town Halls are focused on hearing from you - our stakeholders so that we can better understand you and your concerns. The discussion is open - participants can voice anything from their opinions or concerns about the Office and myself, to any issue on their mind related to the unfair treatment of Veterans. Everyone in attendance is then free to discuss what they have heard in an open and relaxed setting.

We tried something new in this most recent Town Hall that highlights our focus on ensuring we are not just pushing information out to you in these sessions. We really want to focus on pulling information from the attendees and encouraging discussion around the topics that the attendees feel are important.

We recently acquired some new technology. The new software, called Turning Point, allows me to get real-time feedback from the audience via hand-held controllers that are passed out to everyone at the beginning of the Town Hall. It's kind of like voting for your favourite singer on Canadian Idol, except it is Microsoft PowerPoint-based (questions and answers show up on a screen at the front of the room). The questions we have developed focus on the issues or concerns of the attendees. For example, we ask the audience what they feel is the most unfair issue facing Veterans. This question and other questions like it allow me to find out what interests each particular audience member at the beginning and allows me the opportunity to focus on areas that are of most interest to each audience. Another positive aspect of this software is that the responses of the audience are anonymous. And, we have put ourselves out there by asking the audience how well we have done at the end of the session. If we don't answer the audience's questions they have the opportunity to anonymously tell us so at the end!

Our goal is to hold Town Halls throughout the country to ensure we are getting a balanced view of the issues and concerns of all Veterans. We realize that this is ambitious goal that can only be achieved by working with others. Soon, we will be adding a schedule of proposed Town Hall dates and locations to our website. If you would like to be involved in a proposed Town Hall - we encourage you to contact us. That being said, you don't have to wait until we look at scheduling a Town Hall in your area. If you have a group of 20 or more people, and can help us secure a venue – we encourage you to request a Town Hall for your area. To obtain more information, send an email to: communication@ombudsman-veterans.gc.ca.

In upcoming months, we will also be adding a summary of what we are hearing from Town Halls being held. If you cannot attend a Town Hall in your area you will still be able to view a summary of what we are hearing in these sessions throughout the country. Stay tuned...

We realize how important these Town Halls are to fuel our everyday work. In this most recent Town Hall and in previous Town Halls held we were confronted with a variety of issues frustrating Veterans that really stoked my furnace! Without getting into the details of personal cases, the stories we have heard are similar to those we have heard too many times before. Although we are speaking with different Veterans there are very similar threads of discussion including very similar frustrations.

What I will say, however, is that since I gave myself a failing report card back in April/May there has been significant progress on addressing some of the more systemic issues. There will be more on that to come in upcoming blogs.

Take care!

P@ (Pat)