I didn't actually reach out until the spring of last year. I can't say enough about my initial case manager and my current case manager. It was Kerry Wilkinson out of the Hamilton office.
They were fantastic, absolutely fantastic. They were knowledgeable. They had expertise and compassion. But you need that human element. I'm not trying to be partisan in any way, but you need the human element there. I have a smart app on my phone, and it's not the same as dealing with someone who gets it.
How you deliver that, I'm not questioning; but you need that human element there. You need someone to talk to when you need them.