In this edition
- News
- Release of report into allegations of inappropriate conversations with Veterans about Medical Assistance in Dying (MAiD)
- In-person appointments at VAC field offices
- Programs and services
- Taking care of oneself while supporting a loved one: videos help the caregivers
- The Most Painful Podcast explores chronic pain’s link to mental health
- Making the connection between food and mental health
- Faster processing times for hearing loss claims
- Veterans’ stories
- Daphne McFee: It’s not ’cuz of me
- Commemoration
- Canadian peacekeeping in the Congo
- Canadian students enjoy work in France at Canada’s First World War memorials
- March 8: International Women’s Day
- International Day for the Elimination of Racial Discrimination
- Preserving Canada’s legacy overseas
- Commemoration calendar
- Engagement
- 2022 VAC National Client Survey Results
- Help us help homeless Veterans
- 2023 Women and 2SLGBTQI+ Veterans Forum concludes
News
Release of report into allegations of inappropriate conversations with Veterans about Medical Assistance in Dying (MAiD)
On 21 July 2022, a Veteran contacted the VAC call centre to file a complaint about a VAC employee who they alleged had inappropriately raised Medical Assistance in Dying (MAiD) during a phone conversation.
Later that day, we began a fact-finding process and in August, Minister MacAulay instructed the Department to conduct a full and thorough investigative process of all aspects related to the situation.
On March 10, we released a report on the investigative process to the Parliamentary Standing Committee on Veterans Affairs. The report provides an overview on what we found and the steps taken to ensure this situation does not happen again.
What we found
Following a comprehensive review and analysis, the Department has concluded there were four isolated incidents of inappropriate conversations with Veterans about MAiD. This is not a widespread, systemic issue. It is certainly not a reflection of the work of hundreds of case managers and Veteran service agents who interact with Veterans every single day with the utmost care, compassion and respect.
VAC also thoroughly investigated all additional allegations which included a Veteran’s full name. No information was found to validate any of these allegations.
We will continue to review any allegations brought forward which include a Veteran’s full name. Any Veteran who is not comfortable bringing an issue forward to the Department can also contact the Office of the Veterans’ Ombud.
Steps taken
We are keenly aware that these four incidents may have caused some Veterans to hesitate in reaching out to us for assistance. We deeply regret what happened and understand the seriousness of these incidents. This situation has caused needless stress to those involved and the Veteran community as a whole.
Early actions have been taken to ensure this type of incident does not happen again, and further actions aimed at maintaining Veterans’ trust are being taken.
New and strengthened quality assurance processes, combined with increased staff training and guidance will help prevent this type of situation from happening again. An independent and objective review of the escalation process will also be conducted by the VAC Audit and Evaluation Division. Opportunities for improvement identified in this review will be fully implemented. In addition this year the Department will use a variety of channels to engage with Veterans and stakeholders to get their feedback on recording calls between a Veteran and their case manager or their Veteran service agent.
You can learn more by reading the full report on our website.
In-person appointments at VAC field offices
You can now book in-person appointments with VAC staff at field offices, as well as virtual in-person appointments.
Some Veterans prefer to meet face-to-face with VAC staff. Now, there is an easy way that you can request an in-person appointment.
Simply fill out this online booking form, and one of our representatives will contact you by phone within two business days. You can also book in-person appointments by calling our toll-free number: 1-866-522-2122 (Monday to Friday, 8:30 a.m. to 4:40 p.m. local time). Please note that our service locations offer in-person services by appointment only.
If there are no VAC offices in your community, or if you prefer connecting with us through other means, you can also connect with us for support by:
- scheduling a virtual face-to-face appointment, using My VAC Account, MS Teams, calling 1-866-522-2122, or emailing us.
- using My VAC Account for a simple and secure way to reach us. Just register online and send us a secure message.
- emailing us.
If you need immediate psychological support, the VAC Assistance Service provides free and confidential support, 24 hours a day, 365 days a year. Just call us at 1-800-268-7708. This service is for all Veterans, former RCMP members, their families, and caregivers.
Programs and services
Taking care of oneself while supporting a loved one: videos help the caregivers
Laryssa knows that being a military spouse is not for everyone. In this video from the Atlas Institute for Veterans and Families, she describes her strong identity as a military family member—as a daughter, spouse, and mother to currently serving and former CAF members.
When her husband started to show signs of PTSD, it affected her personal and professional life. She explains that when you live with someone with PTSD there is a shift, where the focus turns entirely to them. Making sacrifices to help and support him, she recounts how by trying to help, the difficulty intensified. She lost sight of everything. It was as though she was being enveloped by a mist.
At a critical turning point, they came to a mutual understanding. Listen to Laryssa’s inspiring story and her discoveries around the importance of self-care as she supports her husband living with PTSD.
Visit our website for resources and support for families and caregivers.
The Most Painful Podcast explores chronic pain’s link to mental health
The second season of The Most Painful Podcast explores the impacts mental health can have on chronic pain. Part of a series from the Chronic Pain Centre of Excellence, the podcasts cover all aspects of chronic pain by providing a deeper understanding of recent research and better insight into chronic pain.
In Episode 3, host and Veteran Tom Hoppe welcomes Fardous Hosseiny, CEO of the Atlas Institute for Veterans and Families. Mr. Hosseiny describes the Atlas Institute’s exploration of moral injury, how it shows up, and its relationship to PTSD, as well as their work on peer support guidelines.
In Episode 4, Dr. Don Richardson of the MacDonald Franklin OSI Research Centre, describes how research into treatments can be personalized. They are learning more about military related pain and mental health difficulties and various social issues, such as identity and trust.
The role of mindfulness in managing chronic pain is the topic of Episode 5 with Dr. Rahul Gupta, a clinical assistant professor at the University of British Columbia. Dr. Gupta offers some practical guidance on compassion and taking power from the experience of pain.
Making the connection between food and mental health
Do you see links between your eating and drinking habits and your mood? Healthy eating can have a positive impact on your overall wellness and mental health. During March, Nutrition Month, observe your eating—you may find what and how you eat affects how you feel.
New expert videos from LifeSpeak explore nutritional ways to support your mental health in a new series of. Learn how cooking food can enhance confidence and self-care, or help in overcoming anxiety and building resilience. Understand the relationship between social media and our eating habits. Answer questions such as:
- Can food really help improve your mental health?
- When can food habits develop into mental illness?
- What's the importance of eating with friends and family and what if I live alone?
Log in to LifeSpeak from any computer or mobile device (use Access ID: canada).
Faster processing times for hearing loss claims
Veterans who have applied for Hearing Loss and Tinnitus (HTL) claims will begin to see reduced wait times for decision making, and will receive benefits sooner.
As part of our work to reduce wait times for Veterans, VAC is modernizing the way we receive benefit claims from healthcare providers. The VAC Healthshare portal, which launched in February 2023, allows audiologists to submit documents online rather than through mail or fax.
VAC Healthshare connects us directly to healthcare providers, allowing audiologists to submit audiograms, hearing reports, medical questionnaires and invoices directly online. Online document submission will help to improve the decision making timeline for Veterans, and result in faster payment to healthcare providers.
The VAC Healthshare portal is expected to be adopted by more audiology clinics as we move forward, and to grow over time to include other medical conditions and healthcare providers.
If you or a Veteran you know experiences hearing loss and tinnitus disabilities, we encourage you to speak to your healthcare provider.
Veteran story: Daphne McFee
It’s not ’cuz of me: She wrote the book
Daphne McFee, a 30-year RCMP Veteran, was looking to support her family as they navigated her husband’s, Ret. RCMP Corp Paul Woods, diagnosis of severe, complex PTSD and depression.
When McFee searched for information to help her children understand what to expect and how to cope with her husband’s posttraumatic stress disorder, she couldn’t find much.
So she decided to write a book about it.
Do you have a story to share about experience in the Canadian Armed Forces? Tell us about it by email.
Commemoration
Canadian peacekeeping in the Congo
Colonel (Ret’d) Charles Hamel and CWO (Ret’d) Rob Knapton left their mark in the Congo. This month, we proudly feature the stories of these two Canadian Veterans on our website.
Photo source: Department of National Defence.
More than 2,500 Canadian service members have deployed to the Democratic Republic of the Congo since the country gained its independence in 1960.
In collaboration with the international community, Canadians have supported several peace operations there over the past 63 years. Operation CROCODILE continues today, where members of the Canadian Armed Forces try to help stabilize the nation that has been plagued by decades of unrest and violence.
Learn more about Canada’s role in the Congo on the Canadian Armed Forces in the Congo web page.
Canadian students enjoy work in France at Canada’s First World War memorials
It’s an exciting time at the Canadian National Vimy Memorial and the Beaumont-Hamel Newfoundland Memorial sites, as the 2023 winter session is well underway.
Student guides help visitors navigate their way around the war memorials, cemeteries, battlefields, and through the Visitor Education Centres, as well as tunnels and trenches. The tour immerses visitors in the historical surroundings, paying tribute to the thousands of Canadians and Newfoundlanders who served overseas during the First World War.
Jacob Neil loved his first experience as a student guide last summer so much that he is now back for another season.
“My time as a guide at these sites has been one of the most impactful experiences in my life to date,” said Neil. “There is a haunting serenity to the grounds upon which we work that is palpable in the day-to-day. The sheer enormity of the courage and sacrifice that these hallowed grounds have seen is a humbling reminder of the importance to commemorate and preserve our military history. It’s a privilege to represent Canada and tell the stories of those who served here.”
With hundreds of thousands visiting every year, the student guides can meet and interact with people from all over the world. If you or someone you know is interested in applying, please visit Student Guides in France Program.
March 8 is International Women’s Day
Each year on March 8, the contributions and achievements of women around the world are observed, recognized, and celebrated. This year’s theme is Embrace Equity.
We urge you to read about the women trailblazers who have served our country. They persevered in spite of the discrimination they faced, and paved the way for future generations.
We invite you to read Master Warrant Officer (Ret’d) Guylaine Lamoureux’s profile. She is a member of the Canadian Armed Forces who served in both the Royal Canadian Navy and the Canadian Army. Despite the challenges she faced as a woman, she encourages all who can to serve our nation.
Photo source: Combat Camera
International Day for the Elimination of Racial Discrimination
Every year on March 21, we observe the International Day for the Elimination of Racial Discrimination. Originally proclaimed by the United Nations General Assembly in 1966, the global community stands in solidarity with those who face racism and racial discrimination.
Read the stories of Veterans who faced—and overcame—racial discrimination:
- Noel Knockwood was a residential school survivor who served in the Korean War.
- Sergeant (Ret’d) Joan Buchanan vowed to break down racial barriers in the Canadian military, while choosing to serve our nation with pride.
- David Croll served in the Second World War with the intention to be a symbol of the Jewish Canadian response to Nazi Germany.
Preserving Canada’s legacy overseas
On a recent visit to France and England from February 28 to March 2, the Honourable Lawrence MacAulay met with local authorities and Juno Beach Centre representatives. As Minister MacAulay noted in his remarks, he was glad to be back at the Juno Beach Centre after delivering on his commitment to protect the sacred site for generations to come.
Commemoration calendar
- March 8:
- International Women’s Day
- March 12:
- Canada’s military mission in Afghanistan came to an end, 2014
- March 15:
- First Canadian UN peacekeepers arrived in Cyprus, 1964
- March 20:
- Preliminary bombardment of German positions at Vimy Ridge was intensified, 1917
- March 24:
- CF-18 warplanes launched their first airstrikes in Kosovo, 1999
- March 31:
- British Commonwealth Air Training Plan came to an end during the Second World War, 1945
- April 1:
- Royal Canadian Air Force established, 1924
- April 7:
- International Day of Reflection on the 1994 Rwandan Genocide
- April 9:
- Battle of Vimy Ridge began, 1917
- April 14:
- Newfoundland Regiment fought at Monchy-le-Preux, France, 1917
- April 21:
- CAF launched Operation ASSISTANCE to help during the 1997 Red River Floods, 1997
- April 22-25:
- Canadians took part in their first major action of the First World War during the 2nd Battle of Ypres, 1915
- April 24-25:
- Canadians fought during the Battle of Kapyong, 1951
Engagement
What you said:
2022 VAC National Client Survey Results
Most Veterans Affairs clients and their families are satisfied with VAC’s programs and services, while certain groups report being less satisfied than the average. These are the key findings of the VAC National Client Survey.
Every two years, Veterans Affairs Canada conducts the VAC National Client Survey. The results provide important information about the needs of those VAC serves.
More than 3,400 Veterans, CAF and RCMP members, and survivors participated in the 2022 survey. For the first time, respondents could provide feedback online; more than 40 percent did so.
Here are some highlights:
- 78% of respondents were satisfied with the quality of service delivery
- 76% were satisfied with the quality of the programs and services they received
- 79% of respondents agreed that VAC staff were knowledgeable, competent and provide a satisfactory service
- 71% agreed communicating with VAC was easy and done in a timely manner
- Indigenous and visible minority Veterans were generally less satisfied compared to their counterparts
- 94% of those who receive Veterans Independence Program benefits said it is beneficial for their lives.
This year’s survey results, combined with new data on Veterans from Statistics Canada, will help VAC improve programs and service to better serve Veterans, including underrepresented, Indigenous and visible minority Veterans.
Our heartfelt thanks to everyone for their generous feedback.
Read the full report at Library and Archives Canada.
Help us help homeless Veterans
No Veteran should be without a place to live—especially during our cold Canadian winters. If you know someone who served in the CAF or RCMP who is homeless or at risk of becoming homeless, please help us help them.
Call 1-866-522-2122.
Veterans Affairs Canada has provided information on its programs and services to approximately 200 community organizations that work with the homeless in more than 50 cities across the country, including key information on how to connect with VAC.
Available resources include:
- the Veterans Emergency Fund
- health care
- mental health services and supports
- financial support
- employment support
- career training and support
- the Veterans and Family Well-Being Fund
- case management
- local service providers.
For example, the Veterans Emergency Fund offers immediate support which can provide funds quickly for urgent and unexpected needs. This can include essentials like food, shelter or medical expenses.
One homeless Veteran is one too many. Collaborating with local organizations, other levels of government and Veteran communities is key to addressing Veteran homelessness. Together, we can make a difference.
2023 Women and 2SLGBTQI+ Veterans Forum concludes
Women, men, and gender diverse people have different needs when it comes to VAC’s policies, programs and other initiatives. The 2023 Women and 2SLGBTQI+ Veterans Forum was held recently to better understand and address the unique needs of these underserved communities.
The Forum was held in two separate sessions: a virtual session on February 9 and an in-person/hybrid session in Ottawa on February 16.
The February 9 session focused on Veteran identities. Participants discussed the diversity of military experiences for women and 2SLGBTQI+ Veterans, along with its impact on their health and well-being. Discussions emphasized a need for programs and services tailored to these underrepresented and often marginalized Veteran groups.
The February 16 session brought together Veterans with lived experience, researchers, community stakeholders, government partners, and VAC officials. They discussed the lack of fact-based evidence about the needs of women and 2SLGBTQI+ Veterans.
All Veterans deserve equitable access to programs and services. VAC will continue its work to learn how best to support the communities it serves.
Do you know other Veterans, family members or others who would benefit from the information in this newsletter? Feel free to share it with them.