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Engaged in the World: A systemic investigation into the administration of postings, assignments and employments of Defence Team personnel outside of Canada

December 2020

As of June 2020, there were over 4,000 Canadian Armed Forces members, Department of National Defence employees, Staff of the Non-Public Funds and their families posted to 70 countries OUTCAN.

While there is a perception that an OUTCAN posting is highly desirable, there are stressors and challenges unique to this experience.

Progress report on the status of recommendations

March 2026

  •  13 recommendations made
  •  13 recommendations accepted
  •  4 recommendation implemented
  •   9 recommendations partially implemented

Progress report definitions

Recommendation 1

By September 2022, the Canadian Armed Forces, Department of National Defence and Canadian Forces Morale and Welfare Services ensure that: 

1.1 Any gaps in the resourcing of support personnel within the OUTCAN Programme are identified and addressed; and 

1.2 All support personnel and stakeholders involved in the OUTCAN Programme are well informed of their responsibilities, and that mechanisms are put in place to validate the effectiveness of this process.

Recommendation 1 Status:    Partially Implemented

  • Recommendation

    This recommendation has been implemented for CAF members and Staff of the Non-Public Funds, CF (SNPF, CF), but remains outstanding for DND civilian employees.

    For CAF members - Vice Chief of the Defence Staff (VDCS) has hired staff to digitize and support the OUTCAN programme. Additionally, a spring leadership symposium, internal training tools and monthly meetings with Unit Record Support Commanding Officers (URS COs) ensure information is shared in a timely manner. With the completion of the Support Rationalization Project, and the stabilization of their processes, the gap analysis will be complete. The Support Rationalization Project is an initiative with a goal of improving efficiencies. Training and documents are available through DO365 at: Foreign Service Support - Home (DO365) and Foreign Service Support - General Access Documents - CDS-VCDS Directives - All Documents

    For SNPF CF - information packages and formal training now exist for all sites. Canadian Forces Morale and Welfare Services has also signed a Service Level Agreement (SLA) with VCDS for general support and screening support services.

    For DND Employees – Assistant Deputy Minister (Human Resources – Civilian) (ADM HR-Civ) did not have an update for our spring 2025 follow-up.

    ADM(HR-Civ) has noted that they will have an update on progress for our 2026 follow-up report. 

 

Recommendation 2

By September 2022, the Canadian Armed Forces, Department of National Defence and the Canadian Forces Morale and Welfare Services develop and implement a communication plan. The plan should assess and address communication gaps in all phases of the process, including local information gaps, to increase awareness of the OUTCAN Programme and ensure that all Defence Team personnel are adequately prepared for their OUTCAN posting.

Recommendation 2 Status:    Partially Implemented

  • Recommendation

    While some effort towards implementing this recommendation has been made, neither a formal communication plan nor coordinated effort between the Defence Team members yet exist.

    Vice Chief of Defence Staff (VCDS) has noted that they are currently working on an official communication plan. In the meantime, monthly meetings are led by OUTCAN Coord & Support with representatives from CFSU(E), CFSU(CS) & CDLS(W). Normally, the CO/DCO and SM are at the meeting.

    Canadian Forces Morale and Welfare Service (CFMWS) communicates with their members who are posted OUTCAN through:

    • interviews during screenings,
    • briefings by support staff and CFMWS before departing Canada
    • information emails,
    • communiques and the internet,
    • opportunities to participate in Town Halls during their postings,
    • access to information on SharePoint, and
    • positional mailboxes available when they have questions or concerns.

    Assistant Deputy Minister (Human Resources – Civilian) (ADM HR-Civ) did not have an update for our spring 2025 follow-up. ADM(HR-Civ) has noted that they will have an update on progress for our 2026 follow-up report.

    The Ombudsman’s educational page on General Information on the OUTCAN Programme is available https://www.canada.ca/en/ombudsman-national-defence-forces/education-information/caf-members/career/outcan/outcan-general.html 

 

Recommendation 3

By January 2023, the Canadian Armed Forces conduct: 

3.1 A comprehensive comparative review to identity and address all sections of the Military Foreign Service Instructions that are a duplication of the Foreign Service Directives; and 

3.2 A review to validate the sections in the Instructions that address specific military requirements or mandate. 

The results of these reviews should be compiled and submitted to the approving authority.

Recommendation 3 Status:    Implemented

 

Recommendation 4

By January 2023, the Canadian Armed Forces strengthen oversight of the OUTCAN Programme, by:

4.1 Enhancing data integrity and quality controls moving forward; 

4.2 Establishing a formalized process to capture lessons learned to improve business operations;

4.3 Improving overall coordination among the stakeholders to encourage the sharing of information and best practices; and

4.4 Establishing a performance measurement strategy to monitor and assess the administration of the OUTCAN Programme.

Recommendation 4 Status:    Partially Implemented

  • Recommendation

    The DND and CAF have made significant progress on the implementation of this recommendation. Data integrity is optimized through weekly cross-referencing of data through multiple systems. The Vice Chief of Defence Staff (VCDS) is following an informal lessons-learned program: documenting major incidents and reviewing the OUTCAN programme in the Senior Review Board twice a year. VCDS is using this to determine changes required. They are also increasing their coordination between other sections such as Director General Compensation and Benefits and OUTCAN Support Group. The VCDS is currently reviewing the OUTCAN programme and a performance management strategy is expected once that has been completed. 

    Additionally, monthly meetings take place with Unit Records Support Commanding Officers (URS COs). Information regarding DCBA is also shared via the DO365.

 

Recommendation 5

By January 2022, the Canadian Armed Forces establish support for screening that is easily accessible to Canadian Armed Forces members and their families, by:

5.1 Making the screening form and overall process fully digitized; 

5.2 Establishing formal service standards for all steps of the screening process; and 

5.3 Standardizing and communicating the process for Canadian Armed Forces members and their families for obtaining their passports and visas.

Recommendation 5 Status:    Partially Implemented

  • Recommendation

    The CAF has been steadily increasing progress on the screening process with the digitization of the screening forms available through DO365 at Foreign Service Support - Standard Operating Procedures (SOPs) - Service Members - All Documents and Foreign Service Support - Foreign Service User Group Teams Channel Guide.pdf - All Documents (screening process and application assistance). Through DO365 members can access this information through the DWAN or their personal devices using their ECN account. The DND Passport National Customer Support Office (PNCSO) - under the Vice Chief of Defence Staff (VCDS) - now assist members with the passport process and is available through DO365 at Passports and Visas SharePoint. The digitized screening process is now available on DO365. In addition, the passport application process is included in the screening message for all members being posted OUTCAN, giving them an early opportunity to begin the sometimes-lengthy process of passport application.  However, the CAF has not developed overall standards and support directed towards family members is limited. As a result, this recommendation is partially implemented.

 

Recommendation 6

By April 2022, the Canadian Armed Forces enhance performance measurement and quality controls for the OUTCAN relocations administered by the relocation service provider, by developing systems to track and analyse:

6.1 The number of inaccuracies in information being provided to members; and

6.2 Detailed trends in adjudication requests and associated decisions. 
This data should be used to make evidence-based improvements to day-to-day service provision and to future relocation policy changes.

Recommendation 6 Status:    Implemented

  • Recommendation

    The CAF has developed systems to track and analyse inaccurate relocation information being provided to members posted OUTCAN. Internal processes such as Staff Assistance Visit (SAVs), monthly Support Unit meetings, and Performance Management Meetings allow for the identification and discussions of recent cases, trends, requests for information, suggestions for policy updates, and Contract Amendments.

     With the implementation of OPSOFT in 2024 (CANFORGEN 097/24) to track adjudication requests and associated decisions, the CAF has increased oversight of the relocation provider allowing for increased awareness of any inaccuracies of information provided to CAF members posted OUTCAN. This information was also used in the negotiation of the new relocation contract with the Contracted Relocation Service Provider (CCRSP).

     As a result, this recommendation is deemed implemented. If CAF members disagree with a decision communicated by the Contracted Relocation Service Providers (BGRS or SIRVA), they can submit an adjudication request to Director Compensation and Benefits Administration (DCBA) through their Relocation Coordinator using OPSOFT. Following a DCBA decision, if not satisfied, members have the right to file a grievance. More information on recourse mechanisms related to compensation and benefits issues can be found at https://www.canada.ca/en/ombudsman-national-defence-forces/education-information/caf-members/recourse-complaint-mechanism/compensation-benefits.html.

 

Recommendation 7

By January 2022, the Canadian Armed Forces ensure that all members posted OUTCAN have a clear understanding of the local health and safety protocols and processes.

Recommendation 7 Status:    Partially Implemented

  • Recommendation

    Work is ongoing to implement this recommendation. This includes consultation between Global Affairs Canada and Canadian Forces Morale and Welfare Services, to provide a clear understanding of local emergency information, including information on health and safety, tailored to each OUTCAN location. Vice Chief of Defence Staff has provided no timeline for expected implementation.

    Information on health care provisions available at post is provided to members and their families multiple times before and during their postings. Welcome briefings by the support staff as well as the Morale and Welfare team, town halls, SOPs, periodic communications as well as access to advice from the Health Services Team.

    From a safety protocol/evacuation perspective, each L1 is responsible for providing this information to their members. OUTCAN Unit Record Supports are involved and CFMWS provide information for Rest of the World members. Families can also access the Family Information Line for support 24/7.

 

Recommendation 8, 11, and 13

By January 2022, the Canadian Armed Forces, Department of National Defence and the Canadian Forces Morale and Welfare Services conduct a review of and update the Emergency Evacuation plans. This review should consider all Defence Team personnel and their families.

Recommendation 8, 11 and 13 Status:    Partially Implemented

  • Recommendation

    Vice Chief of Defence Staff (VCDS) is developing a draft Emergency Evacuation plan for members and has established (2022) a Service Level Agreement (SLA) to include Canadian Forces Morale and Welfare Services (CFMWS). The SLA provides that Staff of the Non-Public Funds, CF and their families via the Emergency Evaluation Plan. The VCDS has also created Standard Operating Procedures (SOPs) and released an OUTCAN Commander Critical Information Requirements (CCIR) directive in fall 2024, which supports any evacuations. Additional tools and references are also being developed and shared.

     Assistant Deputy Minister (Human Resources – Civilian) (ADM HR-Civ) did not have an update for our spring 2025 follow-up. ADM(HR-Civ) has noted that they will have an update on progress for our 2026 follow-up report.

 

Recommendation 9

By June 2021, the Canadian Armed Forces improve the process for the management of children’s education requests, by increasing transparency in the communication of decisions to Canadian Armed Forces members through their support units, including the rationale for decisions and the development of a standardized process for correspondence with members.

Recommendation 9 Status:    Implemented

  • Recommendation

    The Director General Compensation Benefits (DGCB) has a new standardized process for communicating Children’s Education Management (CEM) (https://www.canada.ca/en/department-national-defence/services/benefits-military/pay-pension-benefits/benefits/children-education-management.html) decisions. In place since 2022, the process outlines that once a decision has been made, a record of decision (ROD) is finalized and provided to unit coordinators using a standardized email template with instructions on what to communicate to CAF members. The email template contains a timeline of case submissions for Working Group B meetings, a record of the decision, a summary of the cases, supporting documents reviewed, what the member is requesting as an outcome, the Education sub-committee recommendations, and Working Group B’s decision. However, the email instructs coordinators to provide members with a copy of the relevant case decision(s) only, without further instruction on what to communicate with CAF members regarding other recourse options or support systems they can access if a decision is unfavourable. This new standardized process also does not clearly outline a rationale for decisions, nor does it provide any information on who the coordinator or the CAF member can contact for further information. 

    For more information on children’s education allowances and benefits, members and families can access our office’s educational product, the ABC’s of OUTCAN Postings – Part B – You have Received Your Posting Instructions (https://www.canada.ca/en/ombudsman-national-defence-forces/education-information/caf-members/career/outcan/abc-outcan-posting/you-received-instructions.html).

 

Recommendation 10

By January 2022, the Department of National Defence must review the processes in place for the administration of the OUTCAN Programme, update the processes accordingly, and establish a periodic review plan.

Recommendation 10 Status:     Partially Implemented

  • Recommendation

    In 2022, we were advised that Assistance Deputy Minister (Human Resources – Civilian) (ADM(HR-Civ)) produced an action plan to review and update processes for the administration of the Outside Canada (OUTCAN) Programme. In November 2021, they launched the Foreign Service Program section of the Defence Team Intranet that is available only on the Defence network (http://hrciv-rhciv.mil.ca/en/foreign-service-program.page). This section includes general information for civilian employees, such as relevant policies and directives, frequently asked questions, service standards, contact information for enquiries and resources. 

    Assistant Deputy Minister (Human Resources – Civilian) ADM (HR-Civ) did not have an update for our spring 2025 follow-up. ADM(HR-Civ) has noted that they will have an update on progress for our 2026 follow-up report. 

 

Recommendation 12

By January 2022, Canadian Forces Morale and Welfare Services establish a formalized screening process for the sponsored Staff of the Non-Public Funds.

Recommendation 12 Status:    Implemented

  • Recommendation

    In March 2024, the Canadian Forces Morale and Welfare Services (CFMWS) and the Canadian Forces Health Services (CFHS) Ottawa signed a Service Level Agreement (SLA) to establish a formalized screening process for sponsored Staff of the Non-Public Funds, CF (SNPF, CF) employees. The formalized screening process includes recruitment, specific site screening, on-boarding, in-post support and policy considerations (site specific) for the SNPF CF. With the successful implementation of the Service Level Agreement (SLA) and mandatory screening of SNPF CF members prior to an OUTCAN posting, this recommendation is considered implemented.

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2026-04-13