Veterans Affairs Launches Service Excellence Plan for Veterans

April 13, 2015

Veterans Affairs Launches Service Excellence Plan for Veterans


Ottawa, ON – Recently, the Honourable Erin O’Toole, Minister of Veterans Affairs, announced that Veterans Affairs Canada is taking immediate action to improve how the department serves Veterans and their families. Larry Miller, MP for Bruce-Grey-Owen Sound, welcomes this announcement.


Veterans Affairs Canada (VAC) will deliver on its service excellence commitment by reducing the average caseload to 30 Veterans for each VAC case manager. Furthermore, it was announced that the department will be hiring more than 100 permanent case managers in order to provide improved one-on-one service to Veterans.


The Minister also announced that VAC will continue to work with the Department of National Defence to access medical records as quickly as possible in order to reduce the amount of time Veterans wait for decisions on disability benefits applications.


“I am very pleased to see that the Minister of Veterans Affairs is taking immediate action to ensure that Veterans in Canada have the efficient and effective service they need and deserve,” said Miller. “By hiring more frontline workers such as case managers, the department will be able to better provide effective one-on-one service to Veterans which will result in improved access to case management, mental health support, and more.”


The majority of case managers will be hired within the next 12 months and will work in areas where they are needed most.


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