Mr. Rogers, on the missed part, what we did was scan hundreds of thousands of files to find the proper word. If that had been discussed, we would have found it.
What we have also done—I've instructed the deputy and they're certainly doing it here in the department—is to make sure that all frontline employees are fully aware of what to do when this takes place. The fact is that, in this situation, when the veteran calls, the veteran can mention what he or she wishes, but, if they happen to mention MAID, that's to be brought immediately up to the manager level and not to be discussed at all with the veteran and the veterans service agent. That's what the policy is, and that's what would take place.
That's why I asked the deputy to expand the investigation and also to make sure that the information is clearly explained and that the frontline officers fully understand what they can and cannot do. It's vitally important.