Kathleen Rice actually said...

"To me, there is no amount of retraining that that person can undergo to understand that what--that was not a training issue."

"I just want to thank the Chairman for holding this hearing...because you have the management, who is trying to implement the program and all of you who are hearing firsthand from the clients about the..."

"I can't even tell you how much of a game-changer that was."

"the more trained and the better trained they are, the faster without sacrificing--we can be more efficient without sacrificing the quality of the care that is given to the clients."