[2023-01-19] Ask the reader: Supporting seniors

I had several calls with the Government of Canada today and came away with this question:

Does the Government of Canada have a protocol for interacting with individuals who are supporting seniors (or other people with mental or physical challenges) when they seek services from the Government of Canada?

Government programs and services are not always clear to the people who would benefit from them or who must comply with them. Even I—with a university degree and more than three decades of experience in the federal public service, including as an assistant deputy minister—struggle at times to get the information I need to access programs and services or to comply with my obligations as a citizen. How much more difficult must it be for people who do not hear well, who get easily confused or overwhelmed, or who don't speak English or French as a first language?

In contemplating my question, I searched online, thinking that I might find a Seniors Bill of Rights or a Persons with Disabilities Bill of Rights when dealing with the Government of Canada. I did not. I found information on Programs and services for seniors, but it was more about services available to seniors and their caregivers than about protocols for accommodating older persons as they seek said services. I found a Guide to Government of Canada Services for People with Disabilities and their Families but it was more about services specifically for people with disabilities than accommodations for people with disabilities (such as seniors) seeking any type of service from the Government of Canada. I found a webpage on accommodations for public servants but not for citizens. I found a 2014 Government of Canada — Action for Seniors report, which listed a range of programs and services that had been put in place for seniors, but nothing that explained how those supporting seniors could expect to be treated by the Government of Canada. Of note, the message from the Minister of State (Seniors) in the Action for Seniors report opened with this:

Canada's population is in the midst of a fundamental shift. In 2012, almost one in seven Canadians was a senior; by 2030, that number will jump to nearly one in four. This extraordinary change in our demographics presents new opportunities for Canadian society. It also presents challenges, which the Government of Canada is committed to meeting to ensure both the well-being of seniors and Canada's future prosperity.

A quick look at 2021 data from Statistics Canada supports the projections made in the 2014 report that Canada's elder population would continue to form a bigger and bigger percentage of the overall population:

The 7 million people aged 65 and older in 2021 represent nearly 1 in 5 Canadians (19.0%), up from 16.9% in 2016. Older Canadians are a growing economic and politically influential group. They are staying healthier, active, and involved for longer.

The number of persons aged 85 and older has doubled since 2001, reaching 861,000 in 2021. According to population projections, this number could triple by 2046.

While it is no doubt true that many of Canada's seniors are staying active for longer, it is also likely true that more and more seniors—by their sheer numbers—are struggling to access Government of Canada programs and services and to comply with their obligations, such as paying taxes. And the people trying to support these seniors are likely struggling to be recognized in conversations with some Government of Canada departments and agencies.

To further my research, I called Service Canada's 1-800-O-Canada this afternoon. The agent tried to be helpful, pointing me to the Programs and services for seniors webpage and providing me with the general enquiries number for the Office of the Minister of Seniors.

While I await a response from the Office of the Minister of Seniors, I thought I would turn to you. Would you have answers to any of these questions:
  • Have you ever had to support a senior (or someone who struggles to understand complex information) in accessing services from the Government of Canada?
  • If so, did you encounter barriers, such as being told that you could not be on a call with the senior while they were seeking services?
  • Do you know of any Government of Canada departments or agencies that have protocols that help caregivers in supporting seniors when they seek services?
  • Have you figured out a consistently successful formula for interacting with the Government of Canada while supporting seniors?
Or do you have other information you wish to provide, including your own experience as a senior?

I contrast my experience today with my interactions with the healthcare system in recent years. In the early days of my treatment for ovarian cancer, I often had my niece, a nurse, listening in on calls with my doctors. Not only were they happy to have her on the call, but they also very kindly answered her questions as well as mine. This was extremely helpful for me, as I could compare notes with her after the appointments to ensure that I had understood and absorbed everything the healthcare specialists had said.

When dealing with private companies, I often play the role of navigator on my husband's behalf. When we call a company, once they have verified his identity and comfort with my handling the details, they are happy to deal with me to resolve whatever issue we're facing.

I would love to see a similar approach adopted by the Government of Canada.