Yes, absolutely, I would echo Ms. Hughes' thoughts. I really believe that this must be given through informed consent by the veteran as to whether or not they would like to have a call recorded.
I can understand the desire to record calls for quality assurance or for addressing issues like this, but from the perspective of the service provider, veterans are often seeking our services because they are seeking confidentiality and privacy. They may be worried about the perception of seeking services, about the impact on their career, so I think that first and foremost we have to lead with informed consent on the part of the veteran, because that will make the services the most accessible that they can be.