Before transformation and the budget, district offices generally received requests for benefits and services from veterans by telephone, through the mail, or in person. District offices then determined whether or not the individuals were eligible for the program. Their needs were assessed to determine what benefits they could potentially receive. Essentially we had case managers who dealt with clients and visited veterans in their homes. We still have case managers who will visit veterans in their homes.
Case management is a core service of the department. It's one of the core functions that carries on to this day—before transformation, through transformation, through Budget 2012, and it's still carrying on. Case management is a core function of the department to determine eligibility for programs and benefits and to ensure that veterans receive the benefits.