Yes, absolutely. One of the things we hear about as the most common reason for delays in decisions being made is paperwork not being completed properly. If the case manager could sit down with the veteran and help them with that paperwork, so that they make sure it's completed properly, I think that would go a long way.
Yes, I think the department has to tailor their communications style depending on the veteran they're dealing with. The 95-year-old probably doesn't have a My VAC Account. He probably doesn't have the app on his phone. Then there are some of the homeless people we deal with who just don't have access to the Internet or who go to the library to access the Internet.
Everybody has a different communication style, so I think it would be beneficial to—