They can go to the nearest military baseHQ and ask for the CACO, I think it stands for Casualty Assistance Officer. It's typically a collateral duty for an officer on staff. If they don't have one, ask for the Command Master Chief (Navy & Coast Guard), Command Seargant Major (Marine Corps & Army) or Command Chief Master Sargeant(Air Force), depending on the service organization. They are all trained and honored to help.
I should add that when my VSO called me (and sent a letter) about it they only told me about the IU also. Not sure why, exactly, but when they only have 2-3 VSOs in Lincoln servicing 3 states, I can imagine that the highlights was about the best they could do. The actual decision letter was much more fleshed out and explained exactly what they did. I left work on FMLA in March of that year, and had my C&P in late June. They applied IU from March to my C&P date, then took it away and made me scheduler instead from June forward.