Yes.
Training is very important. You have to know the programs you are administering, the people you are dealing with, and how to treat them and how to deal with them.
One of the things we found in Veterans Affairs is that a lot of people know their own program very well, the program they deal with or manage. There is very little knowledge of the overall, and this is why very often we've had instances, and you'll see that in our reports, where people have called us and identified a situation where, in fact, we said that there are some benefits available for that particular reason.