Letter to Deputy Commander, North American Aerospace Defense Command: Visit to Colorado Springs

05 December 2022

 

Lieutenant-General J.P.A. Pelletier
Deputy Commander, North American Aerospace Defense Command
Canadian Force Support Unit Colorado Springs
135 East Ent Avenue, Building 365
Peterson AFB, CO
80914 1115
USA

 

Dear LGen Pelletier,

I would like to thank you for the hospitality and support you, Colonel Tremblay, Lieutenant-Colonel Tremblay, and Chief Warrant Officer McCarron showed us during our visit with CANELEMNORAD on 8 and 9 November 2022. It was wonderful meeting all of you and learning more about the Defence community posted OUTCAN in Colorado Springs.

I would like to take this opportunity to expand upon the verbal briefing that we provided you and your team on 9 November 2022. I would like to highlight some feedback members of the Colorado Springs community raised during my visit. I recognize that you and your staff are aware of these issues, but I thought it would be helpful to detail them, nonetheless.

Health Care

We heard that some families are unclear as to what services are available to them on and off the base. They also noted avoiding certain health care providers who do not provide direct billing as the process for reimbursement can be frustrating and time consuming when having to submit claims.

Members mentioned the stigma around accessing mental health services; more specifically, it was noted that health care providers may inform the U.S. chain of command of the access to these services under certain circumstances. We understand this is a requirement of U.S. command policy and is similar, though not exactly the same, to what is required under Canadian command policy. However, it would be beneficial to communicate the policy such that it mitigates some of the fears in accessing these services. Defense Counterintelligence and Security Agency have also created a fact sheet about mental health and security clearances DCSA-FactSheet_Mental-Health.pdf and more information on this topic can be found here: FAQs (dcsa.mil).

Children’s Education Management (CEM)

It was noted that navigating the education system and the variance in equivalencies between countries and provinces can be stressful for both the family but also the dependent affected.

Families also expressed frustration regarding delays with the approval and reimbursement process for tutoring and the need to reapply monthly.

Housing

We also heard of a number of issues with respect to finding and keeping affordable housing – particularly in this volatile economic environment. It was strongly noted that sometimes, the application and enforcement of the National Joint Council Directives determining the suitability of shelter size for a family can create stress for members and their families as not all situations fit the standard mould outlined in the directives and Compensation Benefit. These types of policies are generally outside of the control of the DND/CAF and it is a particular focus of mine to highlight the need for greater agility for the Department to manage its own personnel.

Taxes and Pay Issues

Members voiced frustration about the exchange rate and the impact that it has on their pay. They expressed that once their pay is converted from Canadian to U.S. dollars, their pay becomes insufficient because of the exchange rate and the rise in the cost of living.

Members also voiced frustration with having to file their income tax returns using the paper system as it is cumbersome and, errors are easily made that can create additional issues.

Employment Authorization Document (EAD) Process and Spousal Employment

It was mentioned several times during our visit that to be authorized to work in the U.S., dependents are required to complete the EAD. It was noted that this process was taking anywhere between 2 and 9 months; in the interim, dependents are eligible to apply for Employment Insurance, but the maximum eligibility period is 36 weeks. Some families are going from a dual-income household to a single income one for a lengthy period; this could create financial hardship, especially in conjunction with the higher cost of living. We have recently been advised that the EAD process is now taking between 6-9 weeks – a positive step.

In closing, I would like to commend you on the work your teams have done in bringing attention to the Sentinel program, not only within the Canadian units in Colorado Springs, but to the Americans as well. This initiative was mentioned several times during my visit, and we could visibly identify participating members wearing the designated patch on their uniform. It was inspiring to see such dedication for the prevention, detection and, support for colleagues in distress as a first line of care.

The passion I witnessed while speaking to members of the Colorado Springs Defence community was truly inspiring. Members want continued improvements to ensure their community is strong, and a better place for current and future members posted to the area. Thank you, again, for taking time out of your busy schedules to help coordinate and make this outreach a success.

I recognize that some of these issues and challenges are outside of your control; my team and I will focus on these national/international issues to support you. I encourage you to continue to address the local concerns. Please do not hesitate to contact me or my office should you require assistance.

Sincerely,

Gregory A. Lick

 

Ombudsman

 

CC: Major-General Lise Bourgon, A/CMP

Major-General Michel-Henri St-Louis, COMD

Colonel Guillaume Tremblay, COS

Lieutenant-Colonel Marie-Hélène Tremblay, CFSU (CS)

Chief Warrant Officer James McCarron, DCOMD NORAD