The evaluation team finds that the CRB is an important program for Veterans Affairs Canada now and in the future, to support the families of ill and injured Veterans. In addition, it is an opportunity to recognize informal caregivers for the work they do to care for their Veterans. Results of the Caregiver Survey show that caregivers do feel recognized by this benefit.
The CRB, previously known as the FCRB, has evolved to address concerns from stakeholders and to better meet the needs of informal caregivers by increasing the amount of the benefit and paying the benefit directly to caregivers. However, there are further opportunities to improve and clarify the program to better achieve its goals and reach its intended recipients who are VAC’s most seriously disabled Veterans.
It is very important that the program policy be improved to expand on and clarify the eligibility criteria to ensure that the intended recipients are being approved for the benefit. Clarification of the policy accompanied by necessary updates to systems and tools will better support decision makers and the Veterans with informal caregivers who apply for the program. And, it will ensure that decisions are being made using updated assessments that accurately reflect the Veteran’s current health needs.
Payments to caregivers for the CRB are being made in a timely manner but the current processing standard for rendering decisions is not being achieved. There is, however, an opportunity to look at that processing standard to assess whether it should be adjusted to better reflect the realities of the CRB decision making process. There is also an opportunity to improve program decision letters by providing additional clarity on when to submit a new application and when to appeal.
In the Caregiver Survey, informal caregivers reported the tremendous mental and physical toll that caregiving can take on the caregiver. With this in mind, there is an opportunity for VAC to better communicate with Veterans and caregivers through the program decision letters, both approved and decline, by making them aware of the resources currently available such as the Caregiver Zone.