In Veterans' Affairs, the key thing is that a person has a case manager, one individual who will manage the overall handling of their case. There's one point of contact they can go to and say, “Well, this isn't working for me”, or, if something new comes out, “How can you help me with this?”
I name a person they can contact, and that has improved our ability to provide services to veterans immensely. The wife or the partner knows who the case manager is and they can ring them up. So having a case manager has made a big difference for us.