Actually, sir, yes.
Through the years we've seen case managers getting sick. They have their cases, and people would call back.... I would tell them to call their case manager, ask her to check this and that. They would get the answer that their case manager is on leave now for depression and that she'll be replaced with somebody else, but they're not getting called back.
Yes, I presume it is hard for case managers. Sometimes they hear things they're not supposed to hear, things that are not natural to hear. I'm not telling them what to do, but I would suggest that VAC train their case managers.
I think training is the key word here. For instance, some case managers have it. They know what to do. They turn around and do their job. Some of them screw up everything. I'm sorry about the word, but that's what they do.