Most definitely. I not only want to see the member have one place to reach out to, but I also want that concierge to be reaching out to the member over time: “If I haven't heard from you in a week.... Let's just touch base to see where you are. Did you get to your appointments? Have you made your rendezvous, or wherever you're supposed to be?” It's a bit more than just helping them with the application and then it's over. It about making sure that they get to their destination.
On October 6th, 2016. See this statement in context.