We have front-line staff who are basically our information services in various locations around the country. They tend to provide information and direct veterans into our system, help them make claims by giving them the appropriate forms and information. But in our back-office part of the department we have claims assessors who would manage and determine a claim for compensation. We've had different types of claims assessors, depending on the nature of the benefits that are being claimed.
So we divide our workforce according to the types of programs we run, and staff become experts in particular types of benefits. Those staff will be responsible for the claim from the time it's received to the point of making a decision. They do the investigation and the decision-making, and they talk to the veteran around what information is required.