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Record of Discussion - 18 November 2022

Friday, November 18, 2022
12:00 - 14:00 (ET)

Service Excellence and Transition Advisory Group Members

  • Captain (Retired) Kimberley Newman
  • Corporal (Retired) Bruce Moncur (member Co-chair)
  • Corporal (Retired) Sylvain Chartrand, Canadian Veterans Advocacy
  • Deanna Fimrite, Army, Navy & Air Force Veterans in Canada
  • Dr. Darryl Cathcart
  • Lieutenant (Retired) Carolyn Hughes, Royal Canadian Legion
  • Lieutenant-Colonel Kirk Watson, CAF Liaison Officer to VAC
  • Steve Graham, RCMP Veterans’ Association
  • Warrant Officer (Retired) Jessica Hewett (member Co-chair)

Regrets

  • Amanda DiFalco, Canadian Alliance to End Homelessness
  • Master Corporal (Retired) Joseph Burke
  • Master Warrant Officer (Retired) Michael Hogan

Office of the Minister of Veterans Affairs

  • Jennifer Phillips, Director of Operations
  • Michael Ferguson, Senior Special Assistant, Atlantic

Veterans Affairs Canada Officials

  • Steven Harris, Assistant Deputy Minister, Service Delivery
  • Jane Hicks, Senior Director, Acting Director General, Service Delivery and Program Management
  • Trudie Mackinnon, Director General, Centralized Operations Division (Co-chair)
  • Faith McIntyre, DG, Communications Division
  • Danica Arseneault, Director Re-establishment and Financial Well-Being, Service Delivery and Program Management
  • Shannon Hartigan, A/Director, Stakeholder Engagement and Outreach
  • Samuel Duguay, Project Officer, Stakeholder Engagement and Outreach

Service Excellence and Transition Advisory Group Meeting

Opening Remarks

  • The VAC co-chair opened the meeting and welcomed participants. She provided an overview of the meeting agenda.
  • The member co-chairs thanked participants for taking the time to attend and highlighted the need for an ad hoc meeting to discuss the Medical Assistance in Dying issue and the new Rehabilitation Services and Vocational Assistance program. A member co-chair also expressed intentions to continue discussing these topics in future meetings.
  • Steven Harris, ADM Service Delivery, also acknowledged the need for the ad hoc briefing and anticipates further questions and feedback. He also highlighted the value of the advisory group’s input and extended an invitation to contact the Department at any point with questions or feedback. He then introduced the presenter and turned the spotlight to Jane Hicks, Acting Director General Service Delivery and Program Management.

Presentation on Rehabilitation Services and Vocational Assistance Program

  • Jane Hicks delivered a presentation on the Rehabilitation Services and Vocational Assistance Program (RSVP). She started by reviewing the current service delivery model and then provided an overview of the new RSVP contract, project timeline, migration phases, projected outcomes, new service delivery model, Partners in Canadian Veterans Rehabilitation Services (PCVRS) network of professionals locations, and the project’s guiding principles.
  • The members asked various questions and expressed some concerns, which members of Veterans Affairs addressed.
  • At the request of a member, the Department committed to having a Case Manager speak to the group about their role and their perspective on the opportunities and challenges in the system.

Medical Assistance in Dying

  • Steven Harris spoke to a recent case gaining media attention where a Veteran was talking with a Veterans Affairs representative who suggested the Veteran may wish to consider medical assistance in dying.
  • The ADM acknowledged the inappropriate nature of the comment and confirmed that Veterans Affairs does not have any responsibility or authority for medical assistance in dying.
  • Once the Department was made aware of the comment an investigation was launched. The investigation is examining the incident in question to determine if it was isolated or if other cases exist.
  • The ADM advised that it appears to be an isolated incident, not something that is happening regularly throughout the Veterans Affairs response to Veterans, families, and others.
  • The ADM acknowledged the public element and negative impact or reluctance amongst Veterans to come forward to speak with Veterans Affairs if they perceive that they might be met with a suggestion for Medical Assistance in Dying.
  • Following the incident, Veterans Affairs hosted town halls with frontline staff to ensure they felt comfortable and confident when asked any questions on the matter and to address any questions from staff.
  • The Department also issued a directive to ensure it is clear that frontline staff are not to engage in discussions on Medical Assistance in Dying unless the Veteran has indicated they have discussed it with their own health professional and are seeking information on the impacts on their benefits and services. Even then, they must notify their supervisor that the issue was raised.
  • A member expressed concern with the erosion of trust and recommends there needs to be more transparency around the results of the investigation.
    • The ADM advised that the Minister intends to share the results of the investigation and understands the importance of transparency with the Veteran community.
  • A member asked what phone calls are being monitored by Veterans Affairs.
    • The ADM confirmed calls coming into the Client Contact Centre are recorded, but due to the private nature of the calls with Case Managers and Veteran Service Agents and Veterans, they do not record those conversations.
    • The group committed to adding this item to the next meeting for discussion – should Veterans Affairs be recording more conversations? How would Veterans feel about possible changes?

Terms of Reference

  • The VAC co-chair highlighted the mandate of the advisory group, specifically the confidentiality agreement and that what is discussed within the group must remain confidential in order for members to feel comfortable having open conversations.

Closing Remarks

  • The VAC co-chair reminded members that they can work with the VAC or member co-chairs to submit proposals for future agenda items.
  • A member co-chair reinforced the intention to review past recommendations and status during the next meeting.
  • The co-chairs will work together to identify which items they want to focus on next meeting.
  • The VAC co-chair confirmed plans to start in-person meetings but will always have a virtual option for those who can’t travel.
  • The VAC co-chair thanked everyone for their participation and a frank discussion.
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