Veterans Affairs

The committee was studying the rehabilitation services provided to veterans under the Partners in Canadian Veterans Rehabilitation Services (PCVRS) contract. Appearing were Eric Vila, a kinesiologist with Lifemark Health Group and a Canadian Armed Forces reservist; Toufic El-Daher, National President of the Union of Veterans' Affairs Employees; and Martha Josephian, a case manager and alternate vice-president of the same union.

Eric Vila described his role providing function-based rehabilitation to veterans, working within an interprofessional team that includes physiotherapists and psychologists. He noted that his experience as a reservist helps him build trust and rapport with veteran clients, and that virtual services are offered to reach those in rural areas, though he acknowledged that hands-on treatments like physiotherapy are harder to deliver remotely. He made no specific asks or recommendations and did not disagree with other witnesses.

Toufic El-Daher argued that the PCVRS contract has fragmented care, leaving veterans confused and forcing them to repeat their stories, which retraumatizes them. He said case managers have been relegated to administrative roles and are pressured to accept Lifemark's rehabilitation plans, and he called for the contract not to be renewed and for rehabilitation services to be repatriated to Veterans Affairs Canada, with case managers restored to a central role. He disagreed with the premise that the current model is better than the previous one, and he stated that structural problems with the contract cannot be fixed by addressing individual cases.

Martha Josephian testified that veterans in London, Ontario, are often unable to continue working with their chosen providers once enrolled in the PCVRS program, which negatively impacts their recovery. She also noted that veterans who choose not to participate in PCVRS treatment risk having their income replacement benefits terminated for non-participation, a practice she finds concerning. She did not make specific recommendations and did not disagree with other witnesses.

During questioning, El-Daher confirmed that the union was not consulted before the privatization of services and that the department has not addressed systemic issues. He also stated that cuts to the Bureau of Pensions Advocates have led to postponed hearings and tens of thousands of pending cases. In response to a question about data, he said he relies on member feedback and departmental surveys, and he argued that a 72% to 74% satisfaction rate is insufficient. When asked about improved wait times under PCVRS, he said statistics can be misleading and that some veterans still wait months for care. No procedural debate, motions, or votes occurred during this meeting.