If I may, I will answer that question, because case managers or veterans services officers work in the field of operations in the regions.
For a few years now, and the positions posted attest to this, we have been recruiting case managers who have varied academic backgrounds, but who have experience in case management. This is one of the essential requirements for our case managers.
Of course, when they come to Veterans Affairs Canada, they have to develop department-specific knowledge, particularly with respect to programs and services. They must also be familiar with the department's culture so they can adequately assume their role as a case manager or other role in the delivery of services.
We have an orientation and training program for new employees. This program, which spans several months, ensures that new employees acquire the knowledge and skills required to perform their role properly. They can also be mentored by a case manager or other experienced colleague.
As Ms. Douglas mentioned, a new program will be launched in April 2018. All of our employees will then have to undergo prerequisite training, as is the case every time there is a new program.