2014-2015 - pmg-assets.s3-website-eu-west-1.amazonaws.compmg-assets.s3-website-eu-west-1.amazonaws.com/... · Annual Report 2014-2015 | i Online: Secure Online Complaint Form: Telephone:

Annual Report 2014-2015 | 2

2014-2015

Annual Report 2014-2015 | i

Online: www.ombudsman.forces.gc.ca

Secure Online Complaint Form: www3.ombudsman.forces.gc.ca/ocf_e.php

Telephone: 1-888-828-3626

Fax: 1-877-471-4447

Mail: OfficeoftheOmbudsmanforthe Department of National Defence and the Canadian Forces 100 Metcalfe Street, 12th Floor Ottawa, Ontario Canada K1P 5M1

E-mail: [email protected] (non-confidentialinformationonly)

Twitter: @DNDCF_Ombudsman

Contact Us

ii | Annual Report 2014-2015

April 2015

TheHonourableJasonKenney,P.C.,M.P.Minister of National DefenceNational Defence HeadquartersMajor-General George R. Pearkes Building101ColonelByDrive13th Floor, North TowerOttawa, ONK1A 0K2

Dear Minister,

Iampleasedtosubmittoyouthe2014-2015AnnualReportfortheOfficeoftheOmbudsmanfortheDepartmentofNationalDefenceandtheCanadianForces.ThisreportprovidesanoverviewofouractivitiesandoperationsfromApril1,2014toMarch31,2015.

Pursuanttoparagraph38(2)(a)oftheMinisterialDirectives,pleasebeadvisedthatweintendtopublishthisreportontheexpirationof60daysfromthisdate.

Yourstruly,

GaryWalbourneOmbudsmanDepartment of National Defence and the Canadian Forces

Annual Report 2014-2015 | iii

Ombudsman’s Message .....................................................................................1

An Office that Can Help ......................................................................................3

The Year in Review ..............................................................................................6

IndividualCases.................................................................................................6

SystemicInvestigations .....................................................................................8

PerformanceAuditbytheOfficeoftheAuditorGeneral ..................................18

Constituent and Stakeholder Engagement .....................................................20

Corporate Priorities and Initiatives ..................................................................27

Ombudsman’s Advisory Council .....................................................................30

Liz Hoffman Memorial Commendation ............................................................32

Appendix I – Disposition of Cases ...................................................................36

Appendix II – Financial Report .........................................................................37

Table of Contents

1 | Annual Report 2014-2015

ThispastyearhasbeenoneofdevelopmentandcollaborationaswebuiltuponastrongfoundationofensuringfairnessandimprovingthequalityoflifeforCanada’sDefencecommunity.

As I beganmy tenureas the5th Ombudsman for the Department of National Defence and the CanadianArmedForces,IlookedbackattheprogresstheOfficehadmadeandcommittedmyselftocontinuingthemomentumintermsofbringingtheDefencecommunity’sissuestotheforefront. Inlookingattheissues,itwasobviousthatsometimesstatusquoisnotenough.Onecannotkeepdoingthingsthesamewayoverandoveragainandexpectchange.Withthisinmind,myOfficestarted thinkingofways thatwecouldbemore innovative.Wemadechanges to the structureof the organization, which will help us operatemore effectively and efficiently, andwe startedcollaborating more with Defence stakeholders, among other things.

Inparticular, I followeduponmypromisetopursueagreaterrelationshipwiththeOfficeoftheVeteransOmbudsman.Wenotedanoverlapinissuesexperiencedbyourconstituentsand,thispastyear,wejoinedforcestoexamineandmakerecommendationsonthetransitionprocessforCanadianArmedForcesmemberswhoreleasefromthemilitaryandjoincivilianlife.

RelatedtothiswasouranalysisofBillC-27–AnActtoAmendthePublic Service Employment Act. TheBillwascreatedtogiveillandinjuredCanadianArmedForcesmemberspriorityappointmentstoPublicServicepositions,butakeypartof thelegislation–andwhatwillmakeiteffectiveforreleasingmembers–iswhichdepartmentdeterminesanillnessorinjuryisaresultofservice.OuranalysisfoundtheCanadianArmedForcesbestplacedtodetermineattributionofservice.

InadditiontoouranalysisofPriorityHiringandtransition,wealso looked intoseveralsystemicissues, including theBoard of Inquiry process as it relates tomilitary families, and health andcompensationissuesfacingtheReserveForce.

Behindthescenes,wemetwithDefence leaders inorder tohelpresolve issuesbrought toourattention.WeshareacommongoalinthatwewanttoensureallmembersoftheDefencecommunityaretakencareof.Itisthiscommonalitythathasbroughtustogetherforthebenefitofourmembers.

Inthespringoflastyear,wereceivedapprovalfromtheMinisterofNationalDefencetoinvestigateanissuethatpre-datedthemandateofthisOffice.Wearenowinthefinalstagesofourinvestigationinto the treatmentofcadetsaffectedbyagrenadeexplosion thatoccurredatCanadianForcesBase Valcartier in 1974.

Ombudsman’s Message


An important focus forourOffice thispastyearand for theyear tocome is reachingout to thepeopleweserve–ensuringtheirvoicesareheardandtheyareawareofhowwecanhelpthem.WenowhaveaTwitteraccountthatweuseweshareup-to-dateinformationonouractivities,includingvisitstobasesandwingsacrossthecountrywheremeetfacetofacewithourconstituents.WealsocreatedavideosectiononourwebsitethatprovidesanswerstofrequentlyaskedquestionsabouttheOfficeandissuesaffectingtheDefencecommunity.

As this year marks the 50th anniversary of ombudsmanry in Canada, I am reminded of theimportanceofwhatwedoasan institution.Ombudsmanofficeswerecreatedoutofaneed toprovideindependentoversightbodieswhereindividualscouldbeassuredthatanyissuestheywerefacingwouldbelookedatfairlyandobjectively.IamproudtobeapartofthatcommunityandIlookforwardtocontinuingthattraditionforCanada’sDefenceTeam.

Mr.GaryWalbourne,MBA,CHRP,CPA,CMAOmbudsman

“Ombudsman offices were created out of a need to provide independent oversight bodies where individuals could be assured that any issues they were facing would be looked at fairly and objectively. I am proud to be a part of that community and I look forward to continuing that tradition

for Canada’s Defence Team.”

~ Gary Walbourne, Ombudsman


TheOfficeoftheOmbudsmanwascreatedin1998toincreasetransparencyintheDepartmentofNational Defence and the Canadian Armed Forces, and to ensure the fair treatment of Canadian ArmedForcesmembers,departmentalemployees,andtheirfamilies.

TheOffice acts as a direct source of information, referral and education. It helpsmembers oftheDefence community navigatea largeand complexorganization in order to accessexistingchannelsofassistanceorredresswhentheyhaveacomplaintorconcern.

TheOffice isalso responsible for reviewingand investigatingcomplaints fromconstituentswhobelievetheyhavebeentreatedimproperlyorunfairlybytheDepartmentofNationalDefenceortheCanadian Armed Forces.

Independent and impartial, we are dedicated to fairness for all

Ombudsmaninvestigatorsalwaysattempttoresolvecomplaintsinformallyandatthelowestlevelpossible.However, complaints canalso be the subject of thorough investigations, leading to asystemic review resulting in a formal reportwith findingsand recommendations that aremadepublic.

TheOmbudsmanisindependentofthemilitarychainofcommandandseniorcivilianmanagement,reportingdirectly to theMinisterofNationalDefence.TheOffice itselfderives itsauthority fromMinisterialDirectivesandtheiraccompanyingDefenceAdministrativeOrdersandDirectives.

TheOmbudsmanissupportedbyanOfficeof55federalpublicservants,includinginvestigators,conflict resolution officers and other specialist staff. Ombudsman investigators include formerpoliceofficers,formerCanadianArmedForcesmembersofallranksandoccupations,andpublicservantsfromacrossthefederalgovernment.

An Office that Can Help

An Office that Can Help

“To measure success, I think there are two pieces. There’s the tangible piece, which we can easily measure and count by the number of recommendations we’ve made and how many have been accepted, how many cases we’re getting, how many we’re closing. … I think the real success comes from the intangible, the things you can’t lay your hands on. I think it goes back to … how we build relationships, who we collaborate with, whether we are listened to.”

~ Gary Walbourne, Ombudsman



Any member of Canada’s Defence community can approach the Ombudsman’s Office. Thisincludes:

● Current and former members of the Canadian Armed Forces (Regular Force and Reservists);

● CurrentandformeremployeesoftheDepartmentofNationalDefence; ● CurrentandformermembersoftheCadets; ● CurrentandformerNon-publicFundemployees; ● IndividualsapplyingtobecomeamemberoftheCanadianArmedForces; ● Immediatefamilymembersofanyoftheabove-mentioned;and ● IndividualsonexchangeorsecondmentwiththeCanadianArmedForces.

MembersoftheDefencecommunitywhobringaconcernorcomplainttotheOmbudsman’sOfficecandosowithout fearof reprisal. Inaddition,all informationobtainedby theOfficeduring thehandlingofcasesistreatedasconfidential.TheOfficewillnotprovideanyinformationrelatedtoa caseorinvestigationtoanyonewithoutwrittenconsentfromthecomplainant.

Intake and Complaints Analysis Investigative Team Investigative Team

Stra

tegic

Plan

ning

and

Res

earc

h

Legal S

ervices Communications and Constituent Engagement

Finance and Shared Support Services Operations Human Res

ourc

es

Ombudsman

Our Organization


The Year in Review

trainingpromotions

leav

egrievances

recruiting

vaca

tions

access to information

disciplinary action

In 2014-2015, we achieved real &

Canada’s Defence community.1,436

new casesnew casesvs.1,507

2013-20142014-2015

We also assisted with questions and concerns related to:

release205

benefits413

medical153

request forinformation

106

harassment97

posting94

not within mandate

86

Top seven categoriesof new cases:

We handled

1,820casesclosed

&

1,637

positive results for

*

*This includes new cases, cases re-opened and cases carried over from previous fiscal years

IndividualCases


308280

476

70

260

4

2315

Canada UnknownOutside

44%Regular

Force

25%Veteran

10%Reserve

Force

7%Family Member

5%Civilian

Employee

New cases by top 5 constituent groups:

Complaints by region:

N/A

701

491

154

52

19

11

6

2

Means of Communication

Phone

Website

E-mail

Constituent Engagement

Mail

Fax

Not Available

In Person(Walk-ins)


MilitaryTransitiontoCivilianLifeIn early 2014, the Office launched its first joint investigation with the Office of the Veterans’OmbudsmanonCanadianArmedForcesmembers’transitiontocivilianlifeandtheimpactoftheprocesson their families.TheOfficewasconcernedaboutensuring thatmembers leaving theForceswouldexperienceaseamlessandtimelychangeoverfrommilitarytocivilianlife.

The 2012 Fall Report of the Auditor General of Canada contained a chapter on the transition of illandinjuredmilitarypersonneltocivilianlife.Notedamongthefindingswasthatmembersandveterans,aswellasdepartmentalstaffresponsibleforassessingandmanagingthedeliveryofservicesandbenefits,werefinding the transitionprocesscomplex, lengthyandchallenging tonavigate.

ComplaintstoourOfficeandthatoftheVeteransOmbudsmansupportedtheAuditorGeneral’sfindings.Inaddition,thereappearedtobeadisconnectintheprocessesoftheCanadianArmedForcesandVeteransAffairsCanada,whereinamembermustnavigatedeparturefromonebeforeentrance to the other.

Anothercatalystofour investigationwastherecentandsignificant interestofparliamentariansinDefence andVeterans’ issues: 2014 saw a record number of reports published by variouscommittees and organizations, including the 2014 Fall Report of the Auditor General (chapter on MentalHealthServicesforVeterans),theHouseofCommonsStandingCommitteeonVeteransAffairs’ reportThe New Veterans Charter: Moving Forward, the House of Commons Standing CommitteeonNationalDefence’sreportCaring for Canada’s Ill and Injured Military Personnel, andtheStandingSenateSubcommitteeonVeteransAffairs’reportThe Transition to Civilian Life of Veterans.

The initial phase of thismulti-phased investigation involved charting the transition process formembersoftheCanadianArmedForcesfromthetimetheyreceivetheirreleasemessageuntiltheir integration within Veterans Affairs Canada.

Systemic Investigations


Thenextphasesoftheinvestigationwillincludethefollowing:

● Furtherassessmentoftheprocessandtheresultsofagapanalysisthatwascarriedouttodeterminethedifferencebetweenwhatcurrentcapabilitiesareandwhatisrequired;

● A reviewandanalysisof thedepartmental responses to theParliamentary,SenateandOfficeoftheAuditorGeneralreportsrelatedtothetransitionprocess;

● ExaminationofthetransitionprocessforReservemembers; ● Theroleofthefamilyinthetransitionprocess; ● ChartingoftheServiceIncomeInsurancePlan,theVeteransAffairsCanadaRehabilitation

Program, and the Department of National Defence Vocational Rehabilitation Program for ServingMembers;

● Areviewoftheroleandimpactofthird-partyserviceproviderstothetransitionprocess;and ● Areviewandanalysisofalllegislationthatcurrentlyexistsinrelationtoallbenefitprograms

andservicesofferedtomembersandveterans,andotherdesignatedbeneficiaries.

The investigationwillbecarriedoutover thenextfiscalyear,withseveralbrief reports/analysespublishedduringthecourseofthereview.

PriorityHiringofIllandInjuredCanadian Armed Forces MembersOnMarch4,2014,ParliamentintroducedBillC-27–AnActtoamendthePublic Service Employment Act.OneofthegoalsofthisbillistogiveillandinjuredCanadianArmedForcesmemberspriorityforappointmentstoPublicServicepositions.AkeyaspectoftheBillistheneedtochooseonePublicServiceorganizationtodeterminewhether themilitarymember’smedicalcondition isaresultofservice.

AfterathoroughreviewofBillC-27,theOfficedecidedtoundertakeitsownanalysisandweighinonthecrucialquestionofwhoshouldbegivenauthoritytodeterminewhethermedicalreleaseisattributabletoamember’sservice.

Inparticular,theOfficelookedatthethreeorganizationalstakeholders–thePublicServiceCommission,VeteransAffairsCanada,andtheCanadianArmedForces–andbaseditsdecisionon the following fundamental assumptions:

● ReleasingCanadianArmedForcesmembersshouldnotbedisadvantaged; ● Theentrypoint into thepriorityadministrationshouldbeasuncomplicatedandquickas

possible;and ● TheadministrativemechanismsputinplaceinordertogiveeffecttoBillC-27shouldbe

bothefficientandcosteffective.

“I wanted to take the time to thank you and your office for making yourselves available to our community. As the Vice-Chair of [a Military Family Resource Centre], a [veteran], military spouse and former OSISS [Operational Stress Injury Social Support] staff, I can honestly say the work done in the office of the CF Ombudsman is making a difference. I have accessed and assisted others in accessing your support and I have seen the power of change that this office can bring.”

~ Long-time member of the Defence community


“A new Military Family Panel now exists to help the Canadian Armed Forces (CAF) better serve military families. Military Family Services, a division of Canadian Forces Morale and Welfare Services, has introduced the Military Family Panel to increase and improve discussion with families about the challenges they face. The Military Family Panel process is a direct response to reports released in 2013 by the Canadian Armed Forces Ombudsman and Chief Review Services.”

~ Chief of Military Personnel Newsletter, March 2015



Overall,ouranalysisdemonstratesthattheCanadianArmedForcesisbestplacedtodeterminewhetheramedicalreleaseisduetoservice.TheCanadianArmedForceshasexpertiseinmakingsucha determination, has control of theevidence (personnel andmedical records), is alreadyresponsibleforregisteringmilitarymembersforpriorityhiringstatus,andhasasystemalreadyinplacethatcurrentlymakesthisdeterminationforcompensationforReservists.Moreimportantly,the Canadian Armed Forces is positioned to make the timeliest decision (i.e., at the time of a member’srelease),therebyprovidingthequickestaccesstoPublicServicejobs,whichisthemainadvantageintendedbyBillC-27.

Ultimately,assigningtheresponsibilitytotheCanadianArmedForcesencouragesastraightforwardanduninterruptedtransitionforformerCanadianArmedForcesmemberswhohavebecomeillorinjuredasaresultoftheirservice.

In February 2015, officials from our Office, the Veterans Ombudsman and the Public ServiceCommission were called before the Senate Subcommittee on Veterans Affairs during the report stageofBillC-27todiscussourfindings.AlthoughencouragedbytheinterestoftheSenators,ourOfficeremainsconcernedbytheopposingpositiontakenbybothVeteransAffairsCanadaandtheCanadianArmedForces.WewillcontinuemonitoringtheimplementationofthisBillandpushingforwhatwebelieveisthemoreefficient,effectiveandsimplifiedprocess.

BoardsofInquiry–FamiliesinFocusTheOffice has been tracking and reporting on issues related to theCanadianArmed Forces’engagementoffamiliesduringaBoardofInquiryprocessforthepast10years.

Although progress has been made, Boards of Inquiry remain military-centric and difficult tounderstandformanyfamilies.Thehumandimensionsometimesgetslostinaprocessdesignedforfactgathering,notfamilyengagement.Assuch,thecurrentBoardofInquiryprocessseemslackingforthosefamilieswhoareseekinganswerswhilealsogrievingthelossorseriousinjuryofalovedone.

To thatend, theOfficeprovidedabrief report to theMinisterofNationalDefence, inwhichwerecommendedthatafamilycoordinatorpositionbeestablishedforaone-yeartrialperiodtohelpidentify the needs of families and effectivemethods of communication and liaison. TheOfficefurther recommended that the position coordinate requirements between the Chief of ReviewServicesandtheDirectorMilitaryFamilyServices(oranyotherkeystakeholder)todeveloptherequirementsfromaholisticfamily-needsperspective.

TheOfficehascommittedtoworkingincollaborationwiththeDepartmentbyprovidingtheresourcesnecessarytofulfill thisundertaking.ThisrecommendationwouldhelpensuretheDepartment isbetterequippedtoreinforcefamilyinclusivenessregardingtheBoardsofInquiryprocess.WearepleasedthattheCanadianArmedForceshasmadesignificantchangestoimprovetheprocessandthattheChiefoftheDefencestaffacceptedourfinalrecommendation.Furtherupdateswillbeprovidedthroughoutfiscalyear2015-2016onthisnextphaseoftheinvestigation.


Investigationintothe1974Cadet Incident at Canadian Forces Base ValcartierOnJuly30,1974,attheCadetCampatCanadianForcesBaseValcartier,CanadianArmedForcesstaffgavemorethan130cadetsademonstrationonsafetyinrelationtomilitaryexplosives.Duringthisdemonstration,staffdistributedwhattheybelievedtobenon-activegrenadestothecadetsforthemtohandle.Onecadetrequestedandreceivedpermissiontounpinone.Withinseconds,thegrenade exploded, killing six cadets and wounding more than 50 others (cadets, instructors and militarymembers).Administrativeandcriminalinvestigationswereconductedaftertheincident.

Forty years later, theOffice received 58 complaints from various cadets, familymembers andCanadianArmedForcesmembers involved in the incident.Concernssurrounded the long-termphysicalandmentalhealthneedsofthosewhowereimpactedbytheexplosion,andtheperceivedinequitybetweentheservicesandbenefitsavailabletotheCanadianArmedForcesmembersandthe cadets.

TheOffice’smandatenotes that theOmbudsman is not permitted to investigateanymatter orcomplaintpriortoJune15,1998(thedatetheOfficewasestablished).Giventhatthisincidentwas40yearsprevious,theOfficesoughtandreceivedpermissionfromtheMinistertoinvestigate.Thatinvestigationwasofficiallylaunchedinthesummerof2014,withtheaimofdeterminingwhetherthe130cadets(andsixfamiliesofthevictimsoftheexplosion)weretreatedfairlybytheDepartmentof National Defence and the Canadian Armed Forces in the wake of the incident.

The facts of the caseare in the final stageof analysis, andweexpect to releaseour findingsthissummer.Additionally,itisexpectedthattheresultsoftheinvestigationwillleadtocontinuedresearchandfuturecollaborationintothecareandservicesprovidedtotheyoungestmembersoftheDefencecommunity.

“I know the individuals, who have been campaigning for this for some time […], will be very delighted to know that this has moved to this step. We look forward to a full investigation by your office and we would be happy to cooperate in any way we can, but I think that’s extremely good news...”

~ Jack Harris, NDP Defence Critic, on the

Office’s investigation into the 1974 Valcartier Cadets

incident



“Can ever enough be done? The debt is going to be very hard to repay for someone who is hurt or injured or worse while they’re in the [Canadian Armed Forces]. The effort is there, the desire is there. Sometimes it’s

two steps forward and one step back, but I do believe progress

has been made.”

~ Gary Walbourne, Ombudsmanon how the Canadian Armed Forces

handle operational stress injuries and inequity of compensation

between Reservists and Regular Force members


ReviewoftheReserveForceCompensationApprovalProcessLastfiscalyear,theOfficelaunchedaninvestigationintoReserveForceCompensation–abenefitavailabletoReservistswhobecomeillorinjuredasaresultofservice.

PreviousinvestigationsbytheOfficeonthecareandwell-beingofReservistsrevealedmajorissuesregardingentitlementsforillandinjuredReservists,aswellasmultipleissueswithReserveForceCompensation and the Government Employees Compensation Act.Followingthoseinvestigations,ourOfficealsonotedanincreaseincomplaintsspecificallyaboutReserveForceCompensation.

The purpose of this investigation is to identify any gaps in the compensation process and todetermineReservists’ levelsof knowledgeandawarenessof their entitlementsavailableunderReserveForceCompensationaswellastheGovernment Employees Compensation Act.

Theinvestigativeteamhasconductedcloseto50interviewsandisinthefinalstagesofitsanalysis.The results are expected to be released in the summer of 2015.

Operational Stress Injuries and theReserveForceTheOfficehascompletedseveralinvestigationsintooperationalstressinjuriesaswellasintotheReserveForce;however,thesereviewsfocusedexclusivelyonmembersoftheRegularForceandonReservistsservinginCanada.Asaresultofissuesandconcernsraisedwhileconductingthoseinvestigations,theOfficedecidedtolookintooperationalstressinjuriesfromtheReserveForceperspective.TheReservecontributiontotheAfghanistanwarwassignificantandtheoccurrenceofoperationalstressinjurieswillcontinuetobeanissue.Thisisespeciallytruegiventhatsymptomsofoperationalstressinjuriesdonotalwaysappearimmediately.Thislatency,combinedwiththeknowndeficiencyinpostdeploymenttracking,makesitimportanttoidentifyhowReservistswithanoperationalstressinjuryaresupported.


TheaimofthisinvestigationwastoassessfiveareasrelatingtothecareandtreatmentofReservistssufferingfrompost-traumaticstressdisorderorotheroperationalstressinjuries.Morespecifically,theOfficesetoutto:

● IdentifyandclarifyentitlementstocareforReservists; ● AssessthelevelsofknowledgeandawarenessamongReservists; ● DeterminethecapacityoftheCanadianArmedForcestodeliveronwhat iscurrently in

placeforReservistssufferingfromoperationalstressinjuries; ● DetermineifthereareanyimpedimentsthatcoulddeterReservistsfromseekingcareand

supportand,ifso,whatthoseimpedimentsare;and ● Examine the role and responsibilities of leadership in the communication and dissemination

of information and the education and support to those under their command.

Theinvestigativeteamhasconductedover160interviewsandisfinalizingtheanalysisasofthedate of this report. It is anticipated the results will be published in the summer of 2015.

TheFeasibilityofProvidingPeriodic Health Assessments toAllPrimaryReservistsRegardlessofClassofServiceTheOffice’s2008and2012reportsonthetreatmentofinjuredReservistsraisedconcernsaboutthelackofconsistencyintheprovisionofperiodichealthassessmentstoReserveForcemembers,andrecommendedthatRegularForcestandardsbeappliedequallytoReserveForcepersonnel.Although the Department of National Defence and the Canadian Armed Forces aim to conduct periodichealthassessmentsonallPrimaryReservists, thescopeof the resourcerequirements(money,timeandpersonnel)remainsunclear.

TheDirector Health ServicesReserves is the organization responsible for providing functionalleadership,planningandsupporttoCanadianArmedForcesReserveelementsaswellasadvisingtheSurgeonGeneralonhealthissuesrelatedtoReservists.Itdoesnot,however,havethecapacitytoundertakeastudytodeterminetheinvestmentrequiredtoprovideperiodichealthassessmentstoallPrimaryReservists.Recognizingthislimitation,theOmbudsmanofferedtopartnerwiththeDirectorHealthServicesReservestoconducttheperiodichealthassessmentstudy.Thisstudy,which began in September 2014, is the first collaboration that the Ombudsman’s Office hasundertakenwithaDefenceorganization.ThereportwillbejointlyreleasedbytheSurgeonGeneralandtheOmbudsmanearlyintheupcomingfiscalyear.

Performance Audit by the Office of the Auditor GeneralAperformanceauditoftheOfficewasconductedbytheAuditorGeneralofCanadacoveringtheperiodFebruary2009toAugust2014.Thisperiod includedthefiveyear tenureof thepreviousOmbudsman and the four-month transition period of the tenure of the current Ombudsman.

The focus of the audit was to determine the sufficiency of administrative controls and auditmechanismsinternaltotheOmbudsman’sOffice.SincetakingofficeinApril2014,theOmbudsmanhas conducted a gap analysis of theOffice’s systemof internal controls and is in the processof strengthening and/or refining those controls as necessary. Furthermore, theOmbudsman isworkingwith senior officials at theDepartment ofNationalDefence to definemechanisms thatwill ensure that thedelegatedauthoritiesbywhich theOmbudsmanoperatesareappropriatelyexercisedwhileensuringthattheoperationalindependenceoftheOfficeisnotcompromised.Theresults of the audit are expected to be released in the spring of 2015.


Our Successes Are Your SuccessesAmilitarymemberwithpost-traumaticstressdisorderrequestedavoluntaryreleasebecausehewasthevictimofallegedworkplaceharassment.Hethenchangedhismindbecausehewasoneyearawayfrom20yearsofservice,anddecidedhewantedtoremaininthemilitaryforthismilestoneandbeeligibleforanimmediateannuity.

Uponrealizingthathewouldhavetoreturntothesameworkunitwheretheallegedharassmenttookplace,themember opted to continue with his release.

AfamilymembercontactedourOffice48hoursbeforehisreleasedatetoseeifanyotheroptionswereavailable.

Uponreceivingthemember’ssignedconsent,anOmbudsmaninvestigatorspokewiththemember’smedicalteamaswellashiscareermanagerandDirectorGeneralMilitaryCareers.Theinvestigatorfacilitatedaholisticreviewofthemember’ssituationandmitigatingfactors.

Thanks to the interventionof theOmbudsman’sOffice, themember’s voluntary releasewascancelledandhereceivedasuitablepostingwherehecouldcompletehisremainingyearofservice.

“My position has always been, a soldier’s a soldier: Once you put a uniform on,

you’re in service to Canada. And if you get hurt while you’re in uniform, serving Canada,

you should be treated as a soldier.”

~ Gary Walbourne, Ombudsmanon inequities in entitlements to care for

Reserve Force members vs Regular Force members



AspartoftheOffice’songoingengagementactivitiesaimedatenhancingtheoverallawarenessand understanding of theOmbudsman’s role andmandatewithin theDefence community, theOmbudsmanandhisstaffvisitedanumberofmilitaryinstallationsacrossthecountry,connectedwith constituents atmilitary and departmental events, and reached out broadly tomilitary andcivilian leaders, stakeholders and like-minded organizations. These engagements have alsoprovidedtheOmbudsmanandhisstaffwithabetterunderstandingoftheissuesandchallengesfacingmembersoftheDefencecommunity.

VisitstoMilitaryInstallations

TheOmbudsman’sOffice is committed to connecting directlywith constituentswhere they liveandwork.Inthisvein,theOmbudsmanandhisstafftravelregularlytoCanadianArmedForcesbasesandwingswheretheymeetwithseniorleaders,non-commissionedmembersofallranksandoccupations, familymembers, health careproviders, chaplains, socialworkersand civilianemployees.These sessions aremeant to provide information on theOffice’s services, discussissuesofimportance,andreceivecomplaints.

In2014-2015,theOmbudsmanandOmbudsmanstafftravelledtoanumberofCanadianForcesBases(CFB),wheretheymetwithover1,200constituentsandstakeholdersintotal:

● 15Wing/CFBMooseJaw(Saskatchewan)fromFebruary2to6,2015; ● MaritimeForcesAtlantic/CFBHalifax(NovaScotia)fromMarch2to4,2015; ● 12Wing/CFBShearwater(NovaScotia)fromMarch5to6,2015; ● 9Wing/CFBGander(Newfoundland)fromMarch16to20,2015; ● 5Wing/CFBGooseBay(Labrador),fromMarch22to28,2015.

Inthecontextofinvestigationsandreviews,OperationsstaffalsovisitedCanadianForcesBasesValcartier (Quebec), Shilo (Manitoba) and Wainwright (Alberta) as well as Reserve units in St.John’s(Newfoundland),MontrealandQuebecCity(Quebec),Ottawa(Ontario),andCalgaryandEdmonton(Alberta).

Constituent and Stakeholder Engagement


Interacting with Constituents at DepartmentalEventsOverthecourseof2014-2015,theOmbudsman’sOfficeparticipatedinnumerouseventsacrossthecountry,meetingwithconstituentsandincreasingtheorganization’svisibility.Theseinteractionsincluded:

● ParticipationattwonationaleventsatNationalDefenceHeadquartersinOttawa(Ontario),wherewemetwithover200constituents.

● Participationatthreeeventsinsupportofmilitaryfamilies,includingthe4th Annual Defence CommunityFamilyAppreciationDayinOttawa(Ontario).Intotal,wemetwithapproximately1,700constituents–largely,militarymembersandtheirfamilies.

● Participation at five awareness campaigns for Reservists across the country (NewBrunswick,QuebecandOntario),wherewemetwithover1,500Reservists.

● Kiosk presentation at the Montfort Hospital in Ottawa (Ontario), where we met withapproximately150constituents.

● Presentations to 38 civilian employees at two National Defence Civilian EmployeeOrientationSessionsinOttawa(Ontario).

● Presentationstoover100militarypersonnelatanumberofleadershipcourses,includingthose inSt-Jean (Quebec),Winnipeg (Manitoba),Kingston (Ontario)andHalifax (NovaScotia).

WouldyoulikesomeonefromtheOmbudsman’sOfficetospeaktoyourgroup/organization?

E-mailthedetailsofyourrequestto:[email protected]

or call 1-888-828-3626.


Fostering Relationships withLeaders,Stakeholdersand Other Ombudsman OrganizationsInorder to fosterandmaintainconstructiveworking relationships, theOmbudsmanoftenmeetswithmilitaryandcivilianleadershiptodiscussissuesofimportanceandconcernsbroughtforwardby constituents. Over the course of the year, theOmbudsman and other Office staff regularlyattendedmeetingswithkeyDefenceofficials,includingtheMinisterofNationalDefence,theChiefoftheDefenceStaff,theChiefofMilitaryPersonnelandanumberofotherseniorleaderswithinthe organization.

TheOffice alsomaintained relationships with Parliamentarians through updates on key issuesand committee appearances. In particular, the Ombudsman appeared before the Standing CommitteeonNationalDefenceinMay2014todiscusshisappointmentastheNationalDefenceandCanadianForcesOmbudsman.AndinFebruary2015,hewascalledasawitnessbeforetheSenateSubcommitteeonVeteransAffairstodiscusstheOffice’sanalysisofBillC-27:AnActtoAmendthePublicServiceEmploymentAct.

Inadditiontothesemeetings,theOmbudsmanandhisstaffattendedtwokeyconferencesthispastfiscalyear,namely,theTruePatriotLoveForuminsupportofmilitaryfamilies,andthe5th Annual Military andVeteranHealthResearch Forum 2014.The latter included over 165 presentationsheld over two days on themes relating tomental health and rehabilitation; physical health andrehabilitation; social health andwell-being; occupational health; novel health technologies; andtransitioningfrommilitarytocivilianlife.

Mostrecently,theOmbudsmanparticipatedinaroundtablediscussionhostedbytheConferenceofDefenceAssociationsInstituteonimprovementstotheNewVeteransCharterandthesuccessfultransitionfrommilitarytocivilianlife.TheOmbudsman,Veterans’OmbudsmanandmembersoftheInstitutediscussed,amongotherthings,theneedtosimplifythetransitionprocesstomakeitmoreseamlessandtogivethedirectionneededforveteranstoaccesstheirrespectiveservices.Theaudienceincludedapproximately50individualsfromtheDefenceandVeteranscommunities(bothpublicandprivate),aswellashealthcaregroupsandotherindependentoversightoffices.

International EngagementsThe Office participates in international events and often meets with Ombudsmen from othercountries tohelpadvance issuesof fairnessandhumanrights forarmedforcespersonnel–anareainwhichCanadaisrecognizedasaworldleader.Inthepast,theOfficehasprovidedadvicetoSouthAfricanofficialsseekingassistancewithestablishingtheirownombudsman’sofficefortheirarmedforcespersonnelandhasshareditsexpertiseatinternationalconferencesinGermanyandAustria.

Thisfiscalyear,theOmbudsmanmetwiththeInspectorGeneraloftheAustralianDefenceForce,whowantedtolearnmoreabouttheroleoftheOfficeinrelationtosuchtopicsascontemporarymilitary justice issues, redress of grievance, internal processes, tracking of issues, reportingmechanisms, and more.

Online EngagementsConstituentsneedtohaveeasy,unfetteredaccesstotheOfficeandtheyneedtobeheardwithoutnecessarilytalkingdirectlytous.ByengagingtheDefencecommunityviaourwebsiteandonsocialmedia,theOfficecanprovideaccesstoinformation24/7,activelylistentoindividuals,andensurethatOmbudsmanservicesaremeetingtheirneeds.

Throughout thepastyear, theOfficecontinuedefforts tomake itswebsitemoredynamic,user-friendlyandeducational.TheFrequentlyAskedQuestions(FAQs)sectionofthewebsitecontinuallymakesitintothetopfivevisitedpages.TheSampleCasessectionalsoreceivesalotofattention.Thelatestadditiontothewebsite–educationalvideos–isprovingtobeasought-aftercommunicationstool, and one that we intend on expanding upon in 2015-2016.

TheOffice launched itsTwitteraccount inMay2013.Over thecourseoffiscalyear2014-2015,wesawa58%increaseinfollowers.TheOfficealsotripleditsTwitteractivity,intermsoforiginaltweets, retweets, and responding to direct tweets.

PositiveChange:AccidentalDismembermentInsurance PlanOnDecember7,2012,fouryearsaftertheOfficepublisheditssystemicreportonthetreatmentof injuredReservists, theGovernmentofCanadaannouncedanamendment to theAccidental Dismemberment Insurance Plan (ADIP) for all PrimaryReservists. This amendment stemmedfromrecommendationsmadebytheOfficeinitssystemicreport. Inthe2008report,theOfficeindicatedthatsomeReservistswouldreceiveonly40percentoftheamountofaccidentaldismembermentbenefitsoftheirRegularForcecounterparts,representingasignificantinequityinthebenefitsprovidedtoReservists.TheOmbudsmanmadeitcleartotheDepartmentofNationalDefenceandtheCanadianArmedForcesthatthevalueofaleg,anarmoraneyeshouldnotbedifferent forCanadianForcesmembersdependingupontheirclassofservice.

The Office recommended that ADIP be changed, retroactive to the date it took effect (February13,2003)toensurethatallmilitarymembersreceivethesamecompensationforthesameinjury.Althoughtheamendmentwasnotmaderetroactive,theOfficewelcomedthechangeannounced in 2012.

AsaresultofrecentworkdonebyanOmbudsmaninvestigator,theOfficewaspleasedtoseethegapclosedfortwoReservistswhodidnotoriginallyqualifyforthebenefitpost-amendment.


“The work contained in that report reflects the professionalism and objectivity of your team members and the results will assist us in our goal of continuing to improve the [Board of Inquiry] process and other CAF processes. […] I concur with your recommendation to identify the information needs of families and ensure effective methods of communication and liaison with them, and I accept your offer to provide a member of your team to do help us do so.”

~ General T.J. Lawson, Chief of the Defence Staff, responds to the Office’s report on Boards

of Inquiry



WebsiteTrends

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#MilitaryFamilies–Comeenjoypizzaandmeetyourombudsmanandstafftonight@HRMFRC,6-8.Childcarewillbeprovided. Ombudsman:#CanadianForcesshouldbetheoneswhodecidewhetheramember’smedicalreleaseisaresultofservice#cdnpoli

Todayweareat#MVHRForumTO2014,focussedonthewell-beingof#militaryfamilies,#canadianforcesmembersand#veterans.@CIMVHR_ICRSMV

#CAFmbrsandfamilies,youarenotalone.Plsseekhelpifyouarestruggling.(link)#WorldSuicidePreventionDay

Speakingto#RCAFpersonnelat12Wing#Shearwater#CAF(picture)

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1Thenumberofindividualswhocametoourwebsite2 Thenumberoftimesindividualscametoourwebsite3 The number of times users saw the tweet on Twitter

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Our Successes Are Your SuccessesAClass“A”ReservememberwasinjuredwhenabustransportingmembersofhisunittoRemembranceDayceremonieswasinvolvedinanaccident.Asaresultofhisinjuries,thememberlostaleg.Ashewasondutyatthetimeoftheaccident,hewasinsuredandreceived$50,000fromtheServiceIncomeSecurityInsurancePlan(SISIP)forthelossofhislimb.

Lessthanfourweeksafter theaccident,achangeto theAccidental Dismemberment Insurance Plan tookeffect,givingequalcoveragetoReserveandRegularForcemembersinthecaseofthelossofalimb.ThenewamountprovidedtoallCanadianArmedForcesmembersis$125,000.

Aninvestigatorwasassignedtothefileinordertodeterminewhetherthememberhadbeentreatedfairlyintermsoftheinsurancebenefithe received.The investigationconcluded that thememberwas treated fairly in thathehad receivedcompensationforhisinjuryintheamountforwhichhewascoveredatthetimeofhisinjury.

Butafterconsideringtheinequityofthesituation,theinvestigatorlookedfurtheranddeterminedthatsince2003,onlyfourReservistshadeverclaimedfordismembermentinsurance.Ofthese,justtwowouldhavebeenaffectedbytheinequityin thecoverageprior toDecemberof2012.The investigator shared this informationwithappropriateauthoritiesat theDepartmentinordertoexplorewhetheranex-gratiapaymentcouldbemadetobringthefairnessscalesbackintobalanceforthosetwoReservemembers.

Encouragingly,theDepartmentagreedtolookintothematter.Intheend,theinvestigatorwasinformedthattheChiefofDefenceStaffgrantedauthoritytopaytheoutstandingamountsof$75,000toeachofthetwoReservemembers,includingthe member who contactedourOffice.



Corporate Priorities and InitiativesAligned with Departmental priorities for 2013-2017 in terms of strengthening the Defence team andensuringDefenceaffordability,theOmbudsmanwillcontinuetodeliverqualityservicestotheDefencecommunityandvalueformoneytoCanadiantaxpayersbyfocusingonfourkeyareasin2015-2016.

EngagetheDefenceCommunityInordertodischargeitsresponsibilitiescompletelyandeffectively,theOfficemustensurethatallmembersoftheDefencecommunityareawareofandunderstanditsmandateandrolewithintheDepartmentandtheCanadianArmedForces.ButawarenessisonlyonepartofbeingabletohelptheDefencecommunity–constituentsalsoneedtohaveeasyaccesstotheOffice.Byregularlyreachingouttoconstituentswheretheyliveandwork,theOfficecanactivelylistentothemandensurethatOmbudsmanservicesaremeetingtheirneeds.

With this inmind, theOfficewillcontinue toenhanceawarenessof theOmbudsman’s roleandmandatebymaximizingengagementactivitieswithkeyinternalandexternalstakeholders,includingconductingvisitstobasesandwingsacrossCanada.Inaddition,theOfficewillfocusonenhancingitsonlinepresencethroughimprovementstoitswebsitecontentandregularparticipationinsocialmedia.

Assist and Educate the Defence CommunityTheOfficewillbuildupon theprogressmade in2014-2015with respect to improving itsabilitytobeadirectsourceofinformation,referralandeducation,aswellasimprovingtheprovisionofimpartial,evidence-basedinvestigations.


Inparticular,theOfficewill:

● Continuetofocusonearlyresolutionofcomplaintsatthelowestlevel(effectiveandtimelyinvestigationsofindividualcaseswillcontinuetobeapriority);

● ReviewandrefineservicestandardsinordertoimprovethequalityofcontactswiththeOffice,includingensuringtimelyandaccurateassessmentsofcases;and

● Createacultureofcontinuouslearningbyfocusingonprofessionaldevelopment,suchastraining, mentoring and job shadowing.

Thisprioritywillbefurthersupportedthroughthecreationofmulti-yeartraininganddevelopmentalprograms toensure that thecurrentstaffhas thenecessaryskill-setsmoving forward. Indoingso,theOfficewillhelptoensurearobustandsustainablepoolofcandidatesfortheorganizationthrough better succession planning.

EffectivelyAddressSystemicIssuesIn2015-2016,theOfficewillmaintainthecapacitytoquicklyidentifyandaddresssystemicissuesaffectingtheDepartmentandtheCanadianArmedForcesandtheabilitytoquicklylaunchsystemicinvestigationsorcasestudieswithoutaffectingdailyoperations.

Moreover, in theupcomingyear theOfficewillconduct twopre-plannedsystemic investigationsand up to two preliminary assessments, and it will develop standard operating procedures forOperationsworkprocesses,includingsystemicinvestigations.

DemonstrateValueforMoneyThe final key priority activity for the Office in 2015-2016 is to seek innovation and businessimprovements,andoptimizetheuseofresources.Suchinitiativeswillinclude:

● ContinuingworkontheDepartment’sRecordKeepingInitiativethroughimplementationofafinalfileplanandcorporaterepositorystructure,disposition,andongoingtraining;

● MaximizingCommunications’in-housepublishingcapabilitytodevelopnewcommunicationstoolsandproductstoassistwiththeeducationgoalsoftheorganization;

● DevelopingandimplementinganinternalcontrolauditingsysteminCorporateServicestoreviewhumanresourcesandfinancefiles;

● ContinuingdigitizationofOperationsworkprocesses,aimingforapaperlessOffice; ● Implementing a service level agreement with ADM (Human Resources – Civilian) to

improveefficiencyinstaffingandotherhumanresourcesprocesses;and ● UpdatingtheOffice’sperformancemeasurementframeworktomoreaccuratelyassessthe

organization’sperformanceandrelevance.

“We’re in a great position in that we have passionate advocates in both the National Defence Ombudsman and the Veterans Affairs Ombudsman.”

~ The Honourable Erin O’Toole, Minister of Veterans Affairs



Ombudsman’s Advisory CouncilTheOmbudsman’sAdvisoryCouncilconsistsofvolunteerswithspecializedexpertiseinmilitarymattersand/orcomprehensiveknowledgeoftheombudsmanprofession.ThecouncilprovidestheOmbudsmanwithadvicerelatedtothemandate,professionalprinciplesandstructureoftheOffice.

TheOmbudsman’sAdvisoryCouncilconsistsofthefollowingindividuals:

● Colonel John Conradisapublishedauthor,lecturerandaReserveBrigadeCommanderin3CanadianDivisioninWesternCanada.Hehas32yearsofexperienceintheCanadianArmedForcesregularandreservecomponents.In2006,heservedasCommandingOfficeroftheCanadianLogisticsBattalion,theunitresponsibleforsustainingtheCanadianTaskForce in Southern Afghanistan.

● Lieutenant-Colonel Leslie Dawson is the Director of Chaplain Services in Ottawa.SincejoiningtheCanadianArmedForcesin1989,shehasservedinnumerouschaplainpositions, including: Chapel Life Coordinator, Unit Chaplain, Base Chaplain, BrigadeChaplain and Formation Chaplain.

● Lieutenant-Commander Deborah-Lynn GatesgrewupontheEasternShoreofNovaScotia and has served in the Canadian Armed Forces – both Reserve and Regular Force–sincethelate1980s.ShecurrentlyhasthedualresponsibilitiesofCommandingOfficerofCanadianFleetAtlanticHeadquartersandLogisticsOfficerfortheFifthMaritimeOperations Group.

● Ms. Sharon Gosling served in the CanadianArmed Forces for more than 27 yearsbeforeretiringattherankofChiefWarrantOfficer.Since2008,Ms.GoslinghasprovidedadministrationandsupporttoillandinjuredsoldiersfirstastheOfficerinChargeoftheServicePersonnelHoldingListfollowedbyServicesManagerattheIntegratedPersonnelSupportCentresinColdLake,Alberta,andComox,BritishColumbia.

● Ms. Gaynor JacksonistheExecutiveDirectoroftheEsquimaltMilitaryFamilyResourceCentre. She hasworked in a variety of roleswithin the organization over the past 24years,includingasafront-linesocialworker,communitydeveloper,educator,fundraiserand administrator.

● Captain (Navy) (Ret’d) Kimberly Kubeck joined HMCS DONNACONA in 1980 and received her commission in 1989. Throughout her career, she served in a variety ofpositions including a secondment toMaritime Staff following the events of September11, 2001. In June2011, shewasappointedasDirectorReservesatNationalDefenceHeadquarters inOttawaandNavalReserveRegionalAdvisor forEasternRegion.Aftermorethan32yearsofservice,Capt(N)KubeckretiredinJanuary2013.

● Mr. Howard Sapers wasappointedasCorrectionalInvestigatorofCanadain2004.Hehasastrongbackgroundincorrections,rehabilitationofoffendersandcrime-preventiongainedthroughemploymentandcommunityservice.Hehasalsoauthoredseveralpublicationsandanumberofarticlesregardingtheroleandprinciplesofombudsmanry.

● Chief Warrant Officer Mike Scarcella is currently the 17WingChiefWarrantOfficer.FollowinghisenrolmentintheCanadianArmedForcesasaWeaponsTechnicianAir in1981,CWOScarcellaservedatbasesboth inCanadaandaroundtheworld, includingapostingtoBaden,Germany,in1987.FollowinghispromotiontoChiefWarrantOfficerinDecember2006,CWOScarcella completedasix-monthdeploymentas theTheatreSupportElementChiefWarrantOfficeratCampMirage.

PositiveChange:EqualBenefitsforReservistsOnMarch13,2015,theGovernmentofCanadaclosedagapinthebenefitprogramforReservistswhoareinjuredduringmilitaryservice,puttingthemonequalfinancialtermswithRegularForcemembersoftheCanadianArmedForces.ThechangemeanstheminimumbenefittocoverlostearningsforReservistsalmostdoublesfrom$24,300tomorethan$42,000ayear.Themilitaryestimatesabout200ReservistswillbenefitwhenthechangetakeseffectinApril2015.



Liz Hoffman Memorial CommendationThe Liz Hoffman Memorial Commendation isawardedannually torecognizeCanadianArmedForcesmembers,civilianemployeesandfamilymemberswhohavegonetheextramileandexceededexpectationsinhelpingothermembersoftheDefencecommunityresolveadifficultproblemorinbringingaboutpositiveandlastingchangetotheDepartmentofNationalDefence and the Canadian Armed Forces.

(L-R)Dr.AndreaHoffman,MajorMichelChauvette,MajorHeatherCollins,Mr.GaryWalbourne(Ombudsman),CaptainSundusShamsi,CaptainDonaldLamb,andColonelFrançoisMalo(Director

GeneralCanadianForcesGrievanceAuthority) (Photocredit:CFSUO)


At a special ceremony held in Ottawa on October 16, 2014, the Ombudsman honoured fouroutstanding members of Canada’s Defence community with commendations. The Office waspleasedtohaveseveralseniorDefenceofficialsinattendance,includingColonelDougButt,DirectorGeneral Air Personnel; Colonel Francois Malo, Director General Canadian Forces GrievanceAuthority;andColonelCJJMialkowski,DirectorArmyForceReadiness.

Recipients of the 2014 LizHoffmanMemorialCommendationMajorMichelChauvetteInhispostasgrievanceanalystwiththeCanadianForcesGrievanceAuthority,MajorChauvettedemonstrated his willingness to gowell above the normal call of duty when amember of theCanadianArmedForceswas forced to repayanallegedoverpaymentasa resultof retroactivechanges to a compensation policy.MajorChauvette detected a possible unfairness and spentcountlesshoursinvestigatingthematter.Throughhisresearch,MajorChauvettediscoveredthatothermembershadsufferedasimilarfate,andsetouttorightthewrongforall.MajorChauvette’sactions were fearless and inspiring. He tirelessly dissected the Canadian Armed Forces Paysystemandwenthead-to-headwithpaypolicyanalystsandprogrammerstouncoverflawsintheprogram,eventuallyfindingasolutionthatwouldbejustandfairtoall.MajorChauvettehasshownrelentlessdedication–spendingtimeaboveandbeyondwhatwasnormallyexpected–tocorrectasystemicissuethatwasunjustlypenalizingmanyCanadianArmedForcesmembers.ThereisnodoubtthatMajorChauvettewillcontinuetodemonstrateexceptionalcommitmenttothewell-beingofCanada’sDefenceCommunitythroughouthiscareer.

Major Heather CollinsAstheHousingLiaisonOfficerfor17WingWinnipeg,MajorCollinshasconsistentlyandselflesslydedicated herself to the betterment of Canadian Armed Forces members and their families. As an advocateforthequalityoflifeofmembersinmilitaryhousing,shestrivestoensurethateachandeveryproblem is resolvedat the lowest level.Herapproach tomanaginganextremelydifficultsituationconcerningamembersufferingfrompotentialmentalhealthissuesclearlydemonstratedherwillingness togoaboveandbeyond thenormal requirementsofherposition.Although thismemberwasfacingimminentandlawfulevictionfromhisresidentialhousingunit,MajorCollinsswiftlyidentifiedthecriticalnatureofthemember’smedicalcondition.SheworkedrelentlesslytoengagethemembersoftheJointPersonnelSupportUnit,theCanadianForcesHousingAgency,themember’s former unit and the chain of command to devise a suitable solution.Her effortsensuredthatthemembernotonlyreceivedJPSUsupport,butwasabletovacatetheresidentialhousingunitwithouttheaddedstressorofaneviction.

Our Successes Are Your SuccessesANationalDefencecivilianemployeecontactedtheOfficeafterheandfourofhissubordinateswereremovedfromacollectiveclassificationgrievanceprocessbecause theydidnotmeet the35-daydeadline tosubmit theirgrievances.Theemployee found this tobeunfairdue tosomemiscommunication about the deadline.

TheOmbudsman investigator founda number of knownproblemsaffecting the reclassificationandclassificationgrievanceprocessesinvolvingtheemployeeandhiscolleaguesdatingbackto2007.Specifically,therewasagreatdealofconfusionabouttheinformationprovidedaboutthegrievanceprocessandassociateddeadlines,aswellasdifferentunderstandingsofthisinformationamong theemployees,and thatof theUnionofNationalDefenceEmployees,DirectorCivilianClassification and Organisation, and representatives of the Director Civilian Human ResourceServiceCentreNationalCapitalRegion.

TheOmbudsman investigator discussed the issuewith all parties involved and, due to knownproblems with the grievance processes, the employee’s file was re-evaluated and he and hiscolleagueswereincludedinthecollectivegrievance.

CaptainDonaldLambCaptainLambconsistentlystrivesforfairnessforthemembersof15th Field Regiment RCA. He has neverbackeddownfromadifficultsituationdespitetheimmensepersonalcostoftimeandenergy.He is resourceful, has no fear of hardwork,will ask the difficult questions andwill try variousapproaches tosolveproblems. InhispositionasG1Services,hehasassumedmany tasks inaddition to his normal Adjutant duties. He dedicates his personal time to tutor Air Operations Centre candidates and actively participates in all Artillery-related activities, often travelling significantdistances to pay respects atArtillery funerals. Captain Lamb’s dedication to the well-being ofCanadianArmedForcesmembersisfurtherevidentinhiswillingnesstoworkhand-in-handwithhismembers,theirparentsandthechainofcommandtoresolveissues.Inonesuchinstance,CaptainLamb strived to remedy an issue related to the repatriation of an injuredAfghanistan veteran.CaptainLambreachedouttotheparentsonbehalfofthechainofcommand,andtookthetimetohear their issuesandaddress themaseffectivelyaspossible.For these reasonsandmore,CaptainLambisrecognizedashavinganunwaveringbaseofloyalty,integrityandfairness.

Captain Sundus ShamsiAstheAdministrativeOfficerfortwounitsat14WingGreenwood,CaptainShamsihasdemonstratedacommitmenttotheprinciplesofequityandfairnessintheworkplace.HavingsoughtouttraininginAlternateDisputeResolution, she has helpedmore colleagues resolve difficult and complexproblems inoneyear thanmanydo in their careers. In thepastyear,CaptainShamsispentasignificantamountoftimehandlingaparticularlycomplexcasebetweentwomembers.Shebecamepersonallyinvolvedincounsellingsessions,andattemptedtoopencommunicationandbuildtrustbetweenthe individuals,all thewhileadvisingawayahead.This levelofcommitmentwaswellabovethenormalrequirementsofherposition.Hermaturity,finesseandcalmdemeanourwerecriticalinallowingforapositiveoutcomeinthissituation.CaptainShamsi’sresourcefulnessandinnovativeapproachtoproblemsolvinghasalsoledtoamuchimproved14WingBasicTrainingList.Herabilitytoinfluence,mediateandrectifyunfairnessleadtothedevelopmentofanewplan,whichwaseventuallyadoptedasthemodeofoperationsfor14Wing,therebybringingpositivechangetotheentireWing.



“I do believe one of my roles is to get the seniors from the chain of command and the department to understand our position and what

we’re finding. I can say our success rate has been fairly good when I look back over time at the recommendations

we’ve put forward that have been implemented.

So I’m very pleased to see that there is a desire to

work with us, but I do believe it comes down to that we have to be evidence-based,

we have to show the case, lay it out in front of them.”

~ Gary Walbourne, Ombudsmanin his appearance before the House of

Commons Standing Committee on National Defence


Appendix I – Disposition of CasesTotal Cases Handled 1,820 New Cases 1,436 Cases Carried Over from Fiscal Year 2013-2014 182 Cases Re-opened 202

Cases in Progress (as of March 31, 2015) 180Total Cases Closed 1,637

Cases Closed at Intake 1,408 Information or Assistance Provided 1,170 Outside Mandate 63 Referred to Existing Mechanisms 111 Withdrawn 24 Abandoned 40

Cases Closed at Complaint Resolution 106 Informal Resolution 32 Information or Assistance Provided 56 Withdrawn 10 Referred to Existing Mechanisms 7 Contact Provided Information 1

Cases Closed at Investigation 123 Investigated: No Follow Up Required 25 Information or Assistance Provided 28 Unfounded 15 Informal Resolution 17 Referred to Existing Mechanisms 17 Investigated: Follow Up Required 6 Abandoned 7 Withdrawn 4 Outside Mandate 1 Contact Provided Information 3

Note:Anydiscrepancyintotalsisaresultofroundingandthetransitiontoanewcasemanagementsystem.


Appendix II – Financial ReportSummaryofExpendituresIn2014-2015,theMinisterofNationalDefenceapprovedabudgetof$6.07millionfortheOfficeoftheOmbudsman.Theapprovedbudgetwasreducedby$106,000mid-yearasaresultoftheDeficitReductionActionPlan.Actualexpendituresfortheyeartotalled$5.51million,ofwhich$4.89million was related to salaries.

($)Mail and courier services 4,700 Supplies/furniture 12,313Training and professional dues 101,218Acquisition/rental of office equipment 10,127Network maintenance and support 56,673 Telecommunications & IT connections 59,545 Travel and transportation 69,627Communications & public outreach 23,921 Professional & special services 255,707 Salaries* 4,712,538 Total 5,396,369

*Totalforsalariesincludes$173,004chargedfortheextrapayperiodfortheswitchtopaymentinarrears.

Documents

2014-2015 - pmg-assets.s3-website-eu-west-1.amazonaws.compmg-assets.s3-website-eu-west-1.amazonaws.com/... · Annual Report 2014-2015 | i Online: Secure Online Complaint Form: Telephone: