Simplifying the Service Delivery Model for Medically Releasing Members of the Canadian Armed Forces

September 2016

In May 2016, the Office completed a report titled Determining Service Attribution for Medically Releasing Members. During our research, it became apparent that the process for members of the Canadian Armed Forces who are transitioning to the services of Veterans Affairs Canada is neither user-friendly nor seamless. The transition process is unnecessarily complex and difficult to navigate – especially for those who are ill or injured.

Progress report on the status of recommendations

May 2024

Progress report definitions

Recommendation 1

It is recommended that the Canadian Armed Forces retain medically releasing members until such time as all the benefits and services from the Canadian Armed Forces, Veterans Affairs Canada, and Service Income Security Insurance Plan have been confirmed and are put in place.

Recommendation 1 status:  Accepted  Partially implemented

Since our last follow-up, the Canadian Armed Forces (CAF) has continued working towards implementing this recommendation. The CAF Transition Group (CAF TG) developed the Military Career Transition website to help CAF members and their families navigate the transition from military to civilian life. CAF TG has also created the Digital Transition Centre web service. This service for CAF members facilitates communication between the CAF and Veterans Affairs Canada regarding a member’s intent to transition and to allow members to plan their transition. CAF, Veterans Affairs Canada (VAC), and Service Income Security Insurance Plan (SISIP) partnerships will help bridge service gaps, provide modernized tools to streamline the administration of release information and transactions, and develop measures to optimize processes and services for members and families undergoing this transition. Additionally, medically released Regular Force members are now retained until they have submitted all applicable applications for benefits/services from the CAF, VAC, and SISIP. However, this does not mean that the benefits are in place, and this does not currently include Reserve Force members. 

As the CAF TG is still aiming to reach full operational capability in 2024, these efforts do not yet include Reserve Force members. Until the CAF TG has reached full operational capability, and their efforts include Reserve Force members, this recommendation remains partially implemented.

Recommendation 2

It is recommended that the Canadian Armed Forces establish a Concierge Service for all medically releasing members. This service would serve as a focal point to assist members and their families for all administrative matters regarding their transition.

Recommendation 2 status:  Accepted  Partially implemented

[Since its establishment in 2018, the CAF Transition Group (CAF TG) has developed several initiatives that support this recommendation. CAF TG has created CAF Transition Centres (CAF TC), intended to be a one-stop-shop for providing guided support for members in transition. A Digital Transition Centre web service was developed to help members plan their transition from military to civilian life. This web service also allows members to book consultations with Transition Advisors who can connect members with resources, services and supports through a personalized assessment and development of a personalized transition plan.  

Canadian Forces Morale and Welfare Services (CFMWS) has also established the Veterans Family Program funded by Veterans Affairs Canada (VAC). This program supports the unique transitioning needs of medically releasing CAF members, medically released Veterans and their families. It is delivered through 32 Military Family Resource Centres (MFRC) across Canada and can help families transition from military to post-service life by supporting the health and well-being of families during this time. Additional resources for families such as the Family Liaison Officer, and the family transition advisor, are available through or at CAF TC. Since the Spring 2023, Service Coordinators or Transition Advisors have been providing professional, personalised and standardized services to all transitioning Regular Force members including those who are medically releasing. The Military to Civilian Transition process, developed to help members understand the different phases of transition, began a phased implementation of all 27 CAF TC in December 2021. Through each phase, lessons-learned are gathered and continuous improvements are used to refine the process. Once the CAF TG reaches full operational capability in 2024, the Military to Civilian Transition process will be available to all CAF TC and all transitioning Regular Force members and their families. 

Although this is a significant step forward, these supports are only in place for Regular Force members and their families. Trials for Reserve Force members and their families will not take place until a later date. Until all CAF members (including Reserve Force members) and their families receive these supports, this recommendation will remain partially implemented.

Recommendation 3

It is recommended that the Canadian Armed Forces leads, through a phased approach, the development of a secure web portal. The portal would contain information for all Canadian Armed Forces, Veterans Affairs Canada, and Service Income Security Insurance Plan programs and services. The portal would also enable members to input their information just once, and the portal would automatically apply for all services and benefits that would be consistent with the member’s needs.

Recommendation 3 status:  Accepted  Partially implemented

Since our last follow up in 2022, the Canadian Armed Forces (CAF) has made significant progress towards implementing this recommendation. The CAF has developed many web tools to support the transition process such as the Military Career Transition website, a central repository of CAF/Veterans Affairs Canada (VAC) and all transition information. Additionally, the CAF has developed the Digital Transition Centre (DTC) web service, a one-stop-shop online tool for research and initiating contact with a guided support team or Transition Advisors. This will speed up transition administration and reduce the likelihood of missed steps or entitlements. The DTC currently allows Regular Force members to navigate to the electronic Canadian Armed Forces Release Administration (eCAFRA) which is a secure two-way web portal where they can manage their transition plans, applications, and communication with a guided support team from the Canadian Armed Forces Release Administration. While these tools are not yet at full operational capacity, the CAF Transition Group is on track with developing a secure portal for all members where a streamlined transition administration and application process will have direct connectivity between the CAF, VAC, Service Income Security Insurance Plan (SISIP) or other third-party provider. 

Additionally, to further support these efforts we are collaborating with the CAF to expand the DND/CAF Ombudsman’s Military Benefits Browser (MBB) and to transfer the tool over to the CAF. The MBB provides information and general guidance on suitability of various benefits to CAF members, former members, family members and survivors of deceased members. This expansion will assist the MBB to merge with the VAC Navigator, however this will require engagement and commitment from both the CAF and VAC. 

Given that the transfer of the MBB to the CAF is ongoing, that the DTC has not yet reached full operational capacity, and Reserve Force members are not yet fully integrated, this recommendation will remain partially implemented.