Ombudsman’s report finds improvement needed in wildfire response

Lack of timeliness was a main theme for many of the complaints about the SPSA’s Emergency Community Support Program.

Evacuees were contacting the SPSA and waiting days or weeks for help, even after multiple follow-ups.

One evacuee shared screenshots from the SPSA website that showed a key requirement to complete applications was that people needed to call a toll-free number to complete their online application. The issue was fixed once the SPSA was made aware of it.

A lack of flexibility for individual circumstances was also an issue.

One 85 –year-old evacuee who fled from La Ronge to Prince Albert was told the SPSA would only communicate by email, but he did not have the technological skills to do so. He told the staff that but was told there was no choice.

“The model used to register evacuees cannot assume that all people have a cell phone or unlimited minutes. The model used for the program must also not be based on an assumption that everyone is able to use technology, including evacuation apps and email,” the report recommended.

Evacuees from Creighton who fled to Manitoba ran into problems getting financial support because they were in a different jurisdiction. In this case, they were relying on the Red Cross. The payments were also being sent by cheque so those evacuees had trouble getting them in a timely way.

Food vouchers were attached to specific grocery stores as well.

The report recommended using pre-paid credit cards instead.

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susan.mcneil@pattisonmedia.com

by Susan McNeil

Ombudsman’s report finds improvement needed in wildfire response

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