When a veteran comes into our case management service, we clearly look at what their need is and whether they're high risk or not, in terms of mental health, or they might have high surgical needs or mobility needs, so we prioritize those. With every veteran who comes into our case management service, they would have someone assigned within a week, and a phone call will be made and a full needs assessment done over the phone. We have a tool that we use that gives us a full picture of the veteran's need.
A lot of the veterans who are sitting on a caseload have the services in place while they are actively case managed. They might not need a lot of actual intervention, because we've got the things in place. It might be just a matter of a phone call once every six months just to make sure that everything is working. We have master service agreement providers who provide a lot of those services around the home for our veterans to help them maintain their independence. If there are problems, the veteran can contact them straight away and they will work it out. So we might not be the sole provider of something, but might be signposting or putting those services in place, and those providers have to manage the delivery of that service.