Often you'll hear when you call somebody, “This call may be monitored for quality control purposes.” My concern in many of these kinds of cases and issues is burnout by the staff, so I wonder if you actually monitored the intake in a direct way, whether it be by phone call or.... How did you audit that performance in terms of how the veterans were being dealt with by the staff?
On April 14th, 2016. See this statement in context.