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Have case management staff available to provide direct online or phone assistance or both to anyone who answers yes they need help completing the application.
An area that could easily be created would be to offer online chat. Seems when a question comes up during the application process online, there is no way to get an answer and therefore one must just wing it. Online chat is available on many sites like banking and can be really helpful for quick process questions or to interpret the meaning of a question if not understood.