Thank you, Mr. Speaker. The Auditor General of Canada’s report on the delivery of income security programs contains shocking confirmations of failure in service. For we Members who frequently intervene on behalf of constituents receiving completely unsatisfactory treatment, the findings are no surprise. The report stresses the vital importance of ensuring vulnerable citizens are supported in their times of need and help towards greater self-reliance. In many of our communities, where there simply aren’t enough jobs, it’s income assistance or starve. For the injured, disabled and ill, there is often no other choice.
Unfortunately, unacceptably poor service is too often the case. Of 65 client files examined, 38 did not meet one or more key program requirements. For the Income Assistance Program, it was an incredible failure rate of 90 percent, or 18 of 20 files. Failures included inaccurate payments to clients and late payments causing financial hardship, an issue I have raised with the Minister repeatedly.
ECE is inconsistent in processes and doesn’t ensure front-line workers have enough guidance or training to ensure adequate skills, competencies and understanding of program requirements. Other faults were documented. I personally know that one local non-government organization delivering services to families in crisis in the hope of minimizing rudeness and brow-beating assign staff to accompany applicants when it learns one particular client services officer has been assigned. Later today I will be sharing a poetic testimony of one vulnerable applicant’s horror story that exemplifies such treatment.
Ensuring all clients are treated with respect and dignity is one of the bedrock principles of public service, not matter what the service. For income security services, it is especially critical. This principle has been reinforced formally in reports dating to the 2007 Breaking Down the Barriers Report and before.
Client service work is demanding and not everyone is suited. Burn-out rates are probably high. This is all the more reason for skills training, evaluation and keen vigilance by management. The unemployed, seniors, single parent families, the disabled, and those suffering from physical and mental ill health are already suffering. The damage to dignity must not, and I repeat must not be worsened by poor service delivery and disrespectful treatment. It’s time to put this House in order.
I will have questions for the Minister. Mahsi.
Thank you, Mr. Bromley. Member for Hay River South, Mrs. Groenewegen.
