This section of the report highlights areas of concern the evaluation team found that were outside of the original scope of the evaluation. These areas are highlighted within the report as opportunities to further improve Case Management Services and support Case Managers.
8.1 Well-Being of VAC’s Case Managers
Through interviews with Case Managers and other Veteran Service Team Members, the evaluation team was informed of issues/concerns impacting Case Managers, such as; high caseloads, challenges in recruitment/retention, constantly changing expectations, and burdens associated with administration/documentation within VAC’s system/tools.
The analysis of the 2017 Public Service Employee Survey results, found the WP-04 positions at VAC (primarily represented by Case Managers) reported significant concerns relating to their level of stress, changing priorities and heavy workload. The results for VAC’s WP-04 positions, compared with the results for overall VAC employees and to other groups of similar positions at other government departments are included in Table 19 below.
| Question | All VAC n = 1,972 |
VAC (WP-04)Footnote 39 n = 269 |
CSC (WP-04)Footnote 40 n = 1084 |
DND (NU-03)Footnote 41 n = 61 |
|---|---|---|---|---|
| I can complete my assigned workload during my regular working hours. | 58% | 24% | 61% | 79% |
| I feel that the quality of my work suffers because of constantly changing priorities. | 44% | 62% | 47% | 33% |
| Do you intend to leave your current position in the next two years? | 25% | 20% | 12% | 18% |
| What causes you stress at work? … Heavy workload | 35% | 71% | 50% | 19% |
| What causes you stress at work? … Lack of clear expectations | 21% | 35% | 20% | 10% |
| What causes you stress at work? … Not enough employees to do the work | 40% | 67% | 44% | 28% |
| Overall, my level of work-related stress is high or very high. | 23% | 45% | 34% | 16% |
| After my workday, I feel emotionally drained. | 37% | 61% | 50% | 41% |
Based on this information, the evaluation team finds there is an opportunity for VAC to undertake activities aimed at supporting the well-being of VAC Case Managers. and implement methods of monitoring Case Manager well-being to ensure progress is being made. During the course of the evaluation, a Mental Health and Well-Being strategy was drafted for Veterans Affairs Canada. The draft strategy focuses on three strategic goals: Changing culture to be respectful of the mental health of all colleagues; Building capacity with tools and resources for employees at all levels; and Measuring and reporting on actions.
8.2 Activities that Case Managers do not feel adds value to their roles.
Through the July 2018 Case Manager Survey, 65% (145) of Case Managers reported “there are currently activities/tasks they are responsible for which do not add value to their role as a Case Manager.” These Case Managers were asked to provide textual feedback on what these activities included. The themes identified are as follows (in order of prevalence):
- Significant amount of time spent on administrative work/activities that could be supported through other positions and allow Case Managers more time to work with and support Veterans in need;
- Special Awards applications (Attendance Allowance/Clothing Allowance/ Exceptional Incapacity Allowance);
- Responding to questions regarding financial benefit decision/calculations which would be better responded to by the decision maker/SME in that area;
- Completing a CNCI every 90 days;
- Inquiries relating to third party contractors;
- Inquiries relating to Disability Benefits and application status; and
- Completing Diminished Earnings Capacity (DEC) Reviews.
As noted in section 8.1, only 24% of VAC’s WP-04s (primarily represented by Case Managers) reported being able to complete their assigned work during regular working hours, and 71% reported that heavy workload is causing them stress.
The evaluation finds there is an opportunity for VAC to review the activities a Case Manager is currently responsible for, and where possible/appropriate, reduce and/or re-align these activities as to allow Case Managers more time provide direct services to Veterans most in need.