Sure.
That comment is dead-on. In my offices we've seen veterans who have been identified as being very hesitant to either come into the office or speak to—quote, unquote—a government official. In those instances, we don't rush. The first thing we need to do is build trust with a veteran who has that sort of paranoia with the department, or who, for whatever reason, has had a bad experience in terms of either his military or personal life.
We don't rush case management. We don't rush what we call developing a case plan and goals. The immediate need there is to build trust, even if that means we visit the veteran every day for five to 10 minutes, maybe with a community worker, if the veteran has one.
Until that trust is built, it's very difficult for them to engage. It doesn't always happen. I would say it's a small percentage of our veterans who we find homeless, but it does happen. When we do, we have to approach it with sensitivity. Really, at the end of the day it's up to the case manager to ensure they're building that trust so the veteran can trust that we're there to help.