An institution’s vocabulary can tell you which human needs it has learned to recognize.

Look at the words a place has words for. Where there is a named category, a form field, a code, the institution has learned to see that need and can act on it. Where there is no vocabulary, the need has to be forced into a box that fits badly or it does not register at all. The dictionary is the boundary of what the organisation can perceive.

When you deal with a system, describe your situation in its language rather than yours if you want it processed. And notice what has no name, because that absence is usually where people fall through. Suggesting a new category is often more effective than arguing about a single case.