Highlights

Highlights

Positive Key Results

  • The VAC National Survey 2017 found that 81% of Veterans surveyed were satisfied with the quality of services delivered.
  • Surveyed Veterans were most pleased with the Veterans Independence Program (92%), Treatment Benefits Program (84%), and experience with VAC in the last twelve months (84%).
  • Veterans surveyed overwhelmingly found that VAC staff treated them with respect (95%).
  • The staff at Veterans Affairs Canada are committed to providing quality services to Veterans and their families. According to the survey results, 72% of Veterans surveyed agreed that VAC staff went beyond expectations to assist them.
  • The vast majority (88%) of Veterans surveyed found VAC’s letters clear and easy to understand.
  • Eighty percent of Veterans surveyed indicated they have developed productive working relationships with their case managers.
  • Fifty-two percent of Veterans surveyed strongly agree (83% agree) that their case management plans meet their needs. In 2010, only 24% of Veterans surveyed strongly agreed (64% agree) that their case management plans met their needs.
  • The survey results have demonstrated Veterans Affairs Canada’s commitment to offering quality services in both official languages. According to the survey’s results, 99% of Veterans were served in their official language of choice.

Areas for Improvement

Rehabilitation Program experience

  • Between 20% and 29% of respondents do not feel it improves their situation (especially at work and in the community). VAC is paying special attention to improving each Veteran's experience with vocational rehabilitation and supporting post-military careers.
  • By redesigning the Career Transition Services (CTS) program, VAC is helping to ensure that Veterans, reservists, survivors, spouses and common law partners have the knowledge, skills and abilities required to search for employment in the civilian work force.
  • The new Veterans' Education and Training Benefit will provide up to $80,000 to Veterans in support of post-secondary education, such as college, university or a technical education of their choice.
  • Additionally, VAC has increased the Earnings Loss Benefit to 90% of an eligible Veteran’s adjusted military salary at the time of release or the salary of a senior private, whichever is greater, before deductions. This provides more financial security, allowing them to better focus on their rehabilitation.

Recognition of service-related injury

  • Respondents have expressed concern with the level of recognition of their service related injury. VAC is actively responding to these concerns.
  • Through Budget 2016, VAC increased the Disability Award to a maximum of $360,000 for ill and injured Veterans.
  • Also, through Budget 2016, ill and injured Veterans who need income support during rehabilitation, or who cannot return to work as a result of an illness or injury, are now receiving 90% of their pre-release salary through an increased Earnings Loss benefit.

Application process

  • Although more people are able to find out what is required to apply for a service or a benefit, when compared to 2010, 17% of clients were not able to find out everything and 21% found it difficult to apply for a service or benefit.
  • Through improvements to VAC's service delivery model and initiatives like the VAC 101 Brochure, Veterans and their families will find it easier to learn about and access the programs, benefits and services available to them.
  • As outlined in Strong, Secure, Engaged: Canada's Defence Policy, in the future, all military personnel who are medically releasing will have all benefits in place for a worry-free transition to post-military life and be made aware of and/or enrolled in the career transition program, as well as vocational rehabilitation, individual career counselling, job search placement, and financial literacy programs before the transition.
  • VAC is piloting a new type of support—Guided Support—that pairs VAC staff with Veterans and their families to navigate through the VAC application process to help with the transition.
  • As well, VAC is continually improving ways to apply for benefits, including increasing enrollment and engagement through My VAC Account.
 
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