Thank you for the question.
We know that case managers don't have the time to take calls from veterans who use case management services. I would therefore suggest that liaison officers in the district offices be linked to veterans' files in order to follow up with them. That would be ideal.
These officers would also be able to monitor the files and answer veterans' questions. They would be less left to their own devices and would be able to find out the status of their file after several months of waiting.
As I said earlier, case managers don't authorize claims. They authorize plans.