I think you're right about the outreach and communication piece being so important for people to be aware of the services that are available and to build up that trust and relationship.
I just worry that sometimes the department could be doing more engaging of the local community, either through the band office or.... We visited the town council at Six Nations reserve and they were unaware of anything that was happening at VAC. There's a veterans' community centre there, and they didn't have any materials at all from Veterans Affairs to distribute to their membership.
I think if you can identify, through the local organizations and governments, the right people to talk to in the community and get that information to them, it would be helpful.