There are a couple of things I would underline. First of all, I fully agree on the importance of providing trauma-informed training to everyone. That's something we are taking up in the department.
There is mandatory and regular training and upgrading for those who are directly interacting with veterans. Absolutely that's the case, but you're quite right that it's something that everyone who is involved should be taking up and understanding better.
I reflect with our folks that we are all in the world of delivering services to veterans, regardless of where we are in the organization. Therefore, in the same respect, we need to be thinking of that training around trauma.
We have also heard very clearly from many veterans—and especially from those who have been severely traumatized through their experiences—about the tell-me-once principle and not having to come back and retell their stories. That's something we are taking up further and further in the organization so that we are not requiring people to come forward and repeat the trauma they have experienced.
I should say too, to your last point, that we do seek every means possible for those who are in a bad situation and who are very aggravated with their situation and who sometimes take out that frustration on us. Sometimes they have that frustration towards the department because we are asking questions that they may not be in a good position to answer or maybe they feel as though they've answered those questions before. We do have means to ensure they are responded to in a respectful and clear way and that they are not shut out. That's a really serious objective that we continue to have.