If this is "by the numbers", I'd hate to see what "not by the numbers" looks like!
I'm not a law-enforcement expert but it seems that there were many, many opportunities (starting with the initial call) to de-escalate the situation. And no one (other than Matt and his neighbor) took those opportunities.
Reality is that hundreds of thousands of vets are coming back from service with traumatic brain injuries, PTSD, depression, alcohol and drug issues, having difficulting re-adjusting, etc. etc.
Unfortunately, where the rubber meets the road so often is with law enforcement (same with mental health issues not involving vets).
The problem started when Matt tried to get assistance for his nightmares. He took a brave step and reached out for what he thought was the correct resource. And got just the opposite.
A point that I think is also really important: Matt isn't a junior soldier. He's a senior non-commissioned officer (First Sergeant?). In other words, he's likely among the most likely to know what the heck is going on / resources available.
Finally, I don't find Matt faultless in this situation. He broke the law by having un-registred guns. Of course DC guns laws are confusing and onerous. Compounded by having different laws in MD and VA. Owning guns is a HUGE responsibility (on many, many levels), so there is really no excuse.
But how different would things have been if Matt had received actual assistance / support from the number he called? Including non-punitive information on the process and immediate urgency of properly registering his weapons?
Matt