To determine whether there were other federal departments that should be consulted with, the evaluation team conducted an in-depth analysis of results for the 2017 Public Service Employee Survey (PSES). In comparing results for similar classification/ positions that perform case management functions between VAC, Correctional Services Canada (CSC), and the Department of National Defence (DND), it was evident that VAC Case Managers were more likely to identify concerns relating to complicated or unnecessary business processes, than similar positions at CSC and DND. Although these results highlight potential opportunities for VAC to enhance processes and tools, it is not a direct comparison of Case Management Services at these departments as the Case Management models used are different. These results are reflected in Table 12 below.
| Question | VAC (WP-04)Footnote 28 n = 269 |
CSC (WP-04)Footnote 29 n = 1084 |
DND (NU-03)Footnote 30 n = 61 |
|---|---|---|---|
| I feel that the quality of my work suffers because of overly complicated or unnecessary business processes. | 76% | 50% | 43% |
| What causes you stress at work? …Information overload | 54% | 30% | 8% |
In addition, during key informant interviews, VAC Case Managers were asked about their previous employment experiences and if they would recommend any best practices from previous federal government departments. Interviewees with previous experience working for the Correctional Service of Canada identified that it would be valuable for the evaluation team to observe the case management system/tools that are in place at the Correctional Service of Canada (CSC).
Subsequently, the evaluation team completed a site-visit at a CSC location and found that the correctional plan used at CSC is directly linked to initial assessments that identify levels of risk and need for improvement. The results of the assessments determine the domains applicable for improvement, and identify the level of need for each domain. This approach from CSC directly aligns with findings previously identified in section 4.1(e), and further supports Recommendation #2 and the need for significant system/tool/process improvements associated with VAC’s Case Management Services. Further findings associated with the site-visit to a CSC office are included in section 7.0.
Interviews with DND Nurse Case Managers identified that their (DND’s) case management system is not as textual based as VAC’s (standardized options/ pre-populated goals are provided). This further supports findings previously identified in section 4.1(e), and the associated recommendations for improvement.
Overall, with respect to professional standards at other Federal Departments, the evaluation team was informed that Parole/Corrections Officers at CSC (WP-04 positions), are not part of a professional designation/certification program, which aligns with VAC’s WP-04 Case Managers. Whereas, DND Nurse Case Managers (NU-03) are required to maintain a professional designation as Registered Nurses (RNs). During key informant interviews, concerns regarding lack of certification were noted on a minimal basis. Through discussions with management, the evaluation team was informed that the department has not undertaken any activities to review whether there would be benefits to professional certification. Therefore, upon implementation of recommendations relating to case management tools (Section 4.0) and case management standards (Section 7.0), the evaluation team feels that there is an opportunity for the department to further study and assess whether professional certification should be considered.