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April 13, 2015
Government of Canada launches service excellence plan for Veterans
Courcelette, QC - The Honourable Erin O’Toole, Minister of Veterans Affairs, today announced that Veterans Affairs Canada is taking immediate action to improve how it serves Veterans and their families. The service excellence plan will boost Veterans’ access to case managers.

Veterans Affairs Canada (VAC) will deliver on its service excellence commitment by reducing caseloads to an average of 30 Veterans for each VAC case manager and will hire more than 100 permanent case managers in order to provide improved one-on-one service. VAC frontline employees will work in locations where they are needed the most.

By increasing the number of case managers, workloads will be balanced, allowing case managers to dedicate more time and attention to meeting the individual needs of Veterans.

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