That is an excellent question.
It is like the myth that all military and veterans' families are strong and resilient. That angers families. One day, my wife might be very strong, confident, and able to deal with various situations, but not be able to do so the next day.
She's a bag of worms and doesn't know what to do because too many impacts, both social and due to lifestyle, have piled up at one time. What we've done is create an environment where families never feel they can come forward because they always have to adhere to the myth of being strong and where veterans never come forward because they adhere to the myth that Veterans Affairs doesn't care, that it's faceless.
As Madam Spinks has said, we need more high touch to go with the department. The department needs a face. The department needs to become personal. When we say care, compassion, and respect; care and compassion are what veterans need to feel. When they feel that, trust will be restored. I think they feel it with case managers. Policy and program is not a case manager thing.
I'll leave it there.