2024-08-07_ssousa_Updated_ Service Level Agreement_ The Client Experience (2).docx

Service Level Agreement: The Client Experience

Lead:

All leads will be contacted within 2 hours *

Contact to be called, text and voicemail

HCL referral partner leads will always be prioritized

If the first contact (call, text and voicemail) attempt fails, an attempt will be made two more times the same day (call, text and voicemail)

If still no answer,  3 more attempts will be made over the next 4 days. *

Unresponsive leads to be closed on Day 5

Tasks in SF will be tracked for each attempt and future attempt to contact the lead. *

All Lead activity will be documented in SF the same day

Opportunity pending assessment:

All opportunities are required to have a present and future task with a date in order to remain open *

Chatter to be updated with each client touch point to keep HCL informed so they may report back to referral source*

All opportunities to be reviewed in weekly pipeline

Client Matrix: See Client Matrix Chart

Conduct an In Person follow-up within 7 days of 1st shift

Long Term Intention:  Greater than 30 days

Tier 1 Clients:  More than than 30 hours per week and longer than 30 days of service

Tier 2 Clients:   Less than 30 hours per week and longer than 30 days of service

Short Term Intention:  Less than 30 days

Tier 3 Clients:  More than 30 hours per week and less than 30 days of service

Tier 4 Clients:  Less than 30  hours per week and less than 30 days of service

Assessment/ Consultations (regulated states ONLY)

All Tier 1-3 client Assessment/Consultations will be completed IN PERSON using the company standard  Assessment Packet  or the digital assessment https://assessment.thekey.com/

Exceptions:

Fast Starts:  Tier 1-3 clients to start services within 24 hours

Client explicitly declines in person assessment

GCM partner requests assessment to be completed virtually.

All In person assessments/consultations will be completed within 1-3 days, prioritizing level of need, timing of SOC and referral source

Assessment documentation to be completed within 1-business day. Including an assessment outcome update via chatter in SF for HCL

If assessment is completed by HCL: HCL will pass the completed assessment/consultation AND signed consent/ACH/LTCi forms (if signed in person) to the Local Field Team:  THE SAME DAY

Assessments/consultations won will be converted to closed/won in SF. Prior to converting to closed/won in SF account owner should be changed to field team member. Signed Consents, Payment Authorization Forms and LTCi forms will be uploaded into Wellsky/Clear Care at the time of conversion, prior to initiating scheduling.

If assessment/consultation is not closed/won, Field team member will follow up with the client daily, or as determined between client and team member, until won or lost and deactivated

All communication and attempts to communicate with client will be documented in SF real time via activity tasks

Closed/won:

SOC date require

If SOC within 7 days - follow up and document every business day

If SOC is greater than 7 days - follow up and document twice weekly

Create a New Client:

At the time of closed won, the Field team member will flip the opportunity to Closed won and a Client Wellsky/ClearCare profile will automatically be created.

Update Client contact information to include: primary point of contact, phone number and email.

Field team members will present TheKey Family app to clients and assist with App adoption. (TheKey Family App Job Aide)

Field  team members will create an initial care plan (consultation notes in regulated states) in Clear Care, prior to start of care.  For All Tier 1-3 Clients the Care Plan MUST include a minimum of 2 Balanced Care Method Pillars. Field team members will ensure the initial care plan includes appropriate client facing tasks to be conducted on every shift.

Field Team member will send a Start of Care Email to the entire team (may be auto generated from Digital Assessment), including key details of the new case:  Client name, address, brief bio, start date, bill rate and referral source. Must include “Keys to Success” for caregivers working with Tier 1 clients.

Start of Care Introductions

Client Success Manager will contact the client prior to start of care to introduce themselves and confirm the start date and tasks for the first shift.

A Client Success Manager or RN will be present at the start of care for all Tier 1 Clients (if a success manager is not available, another team member should be appointed to complete the introduction).

The Client Success Manager will set the expectation with the client that a new relationship will require a period of getting to know each other and if at any time during the first 30-days the client is not satisfied with their caregiving experience we offer a “satisfaction guarantee program” and promise to find a new Caregiver and waive the cost of the next care shift. (Satisfaction Guarantee Job Aide)

Client Success Managers will follow up with all Tier 1 Clients after the first shift is complete.  Success Manager will provide an update to the HCL on successful start of care.

Start of Care Follow Up: Conduct informative in person meetings or phone discussions to ensure that all duties, tasks and care needs have been met.

Tier 1 &2 Clients:

CG Intro: Client Success Manager or RN will meet/speak with CG prior to SOC to review tasks and duties for the client. Log “CG Intro” in Clear Care as a note with a “CG Intro” tag. *

1st follow up: Phone Call or In person with the Client and/or POA, no later than 24 hours after the first shift is complete.

2nd follow up: Conduct In Person follow up within the initial 7 days of services.

3rd follow up: Phone Call with the POA or primary POC within the first 14 days.

All follow ups to be documented in Clear Care as an activity note using the “Client Follow Up” tag, within 24 hours as well as updates to Care Plan and tasks within 24 hours. *

Tier 3 Clients:

Follow up: Conduct phone call within the initial 7 days of service

Tier 4 Clients:

Follow up as needed

Quality Assurance Visits (QA): Client Success Manager or RN will ensure that the caregiver is meeting the needs of the client.  During QA visits, the client success manager will observe the cg/client interaction to ensure that all tasks are completed properly and needs are met.

Tier 1 Clients:  IN PERSON QA Visit one time a month (or more frequently if required by state regulations).

Tier 2 Clients:  IN PERSON QA visit every 90 days f (or as required by state regulations).

Tier 3 Clients: Only if there is a change in condition (See reassessment) or required by state regulations

Tier 4 Clients: Only if there is a change in condition (See Reassessment) or required by state regulations.

Documentation:

Client Success Manager/RN Client Success Managers will log each QA visit or Reassessment under Activity note in Clear Care with “QA Visit”

Updated Care Plan date will be placed in the “Care Goals” section of Clear Care. The Care Plan and tasks updated 24 hours after QA visit.

Clear Care Documentation Process: Activity tags

Reassessments (Must be conducted IN PERSON): Assessment focusing on changes in home safety as well as independence levels in ADL’s and IADL’s.

Bi- Annually:  An IN PERSON reassessment will be conducted Bi-Annually (or more frequently if required by state regulations).  This MUST include a Clear Care Reassessment note as well as an update to the Care Plan

Change in Condition:  An IN PERSON reassessment MUST be completed anytime there is a noted change in condition.  This MUST include a Clear Care Reassessment note as well as an update to the Care Plan

Post-Hospitalization:  An IN PERSON reassessment MUST be completed anytime a client has returned from the hospital.  This MUST include a Clear Care Reassessment note as well as an update to the Care Plan.

Communication:

All client phone calls will be returned before end of business day

Action Items:  A client inquiry requiring resolution. Client success manager will complete a daily check in with the client, until resolution is complete.

Caregiver Call Offs:  Client Success Manager will communicate all caregiver call outs within one hour

Emails:  Email responses to be completed within 24 hours

Text Messages:  Text response within 2 hrs

Regional Client Success Managers will ensure the client success managers are meeting these communication expectations

Service Quality/Recovery:

General Manager/RDO’s are responsible for monitoring the Medallia survey results as well as the SLI’s daily. Regional Managers will work with Client Success Managers to ensure resolution.

General Manager/RDO’s will ensure the plan of correction for Medallia detractors and SLI’s are documented within 48 hours.

Medallia Surveys:  If a survey reflects dissatisfaction (Score of 6 or lower) same day communication with a plan of correction is required.

Service Level Intervention (SLI) Review:  General Manager/RDO’s will review the SLI’s daily in Salesforce and communicate a plan of correction by the end of the day.

General Manager/ RDO as well as Client Success Managers will follow the SLI SOP. *

Client Success Manager will notify Caregiver Manager if a Satisfaction Guarantee is needed.  They will then follow the Satisfaction Guarantee Job Aide *

Any time a client is dissatisfied with services, General Manager/RDO is to follow the Service Recovery Process

General Manager/RDO will audit and review all satisfaction results with the Client Success team, weekly

Caregiver Intervention/Replacement:  If a caregiver requires training, the Client Success Manager will conduct training if within their expertise or connect with the Caregiver Manager and ensure that training is facilitated before the next QA visit.

The Client Success Manager will manage the replacement of caregivers.  Client Success Manager will inform Caregiver Manager if a caregiver needs to be replaced on a client.  Client Success Manager will approve the replacement of caregivers prior to restaffing the case.

Client Success Manager will contact clients before the next scheduled shift with a new caregiver and will complete a phone introduction with new caregivers on all Tier 1 clients.

Client Success Manager will complete a phone follow up 24 hrs after each caregiver replacement.

Tier 1 Clients: 
More than 30 hrs a week and more than 30 days of service | Tier 2 Clients
Less than 30 hours per week and more than 30 days of service | Tier 3 Clients 
More than 30 hours per week and less than 30 days of service | Tier 4 Clients 
Less than 30 hours per week and less than 30 days of service

New Client | New Client | New Client | New Client

In Person assessment Required
Family App Introduction	
2 Balanced Care Method pillars identified	
Care Goal Identified in Care Plan
In Person CG Intro
Introduce satisfaction Guarantee	
Follow-up by phone 24 hrs after first shift
Conduct a phone call with POC within 14 days of first shift | In Person Assessment Required
Family App Introduction	
2 Balanced Care Method pillars identified
Care Goal Identified in Care Plan
In Person CG Intro
Introduce satisfaction Guarantee
Follow-up by phone 24 hrs after first shift
Conduct an In Person follow-up within 7 days of 1st shift
Conduct a phone call with POC within 14 days of first shift | In Person Assessment Required
Family App Introduction
2 Balanced Care Method pillars identified	
Care Goal Identified in Care Plan
Introduce satisfaction Guarantee	
Conduct an In Person follow-up within 7 days of 1st shift | In Person assessment Only if required by state regulations

Existing Client Tier 1 | Existing Client Tier 2 | Existing Client Tier 3 | Existing Client Tier 4

Conduct In Person QA visit Monthly (or as required by state regulations)
Conduct In Person QA/Reassessment visit anytime there is a change in Condition (or as required by state regulations)
Conducts service call when there are service related concerns
Complete Re-assessment bi-annually (or as required by state regulations)	
Conduct re-assessment post hospitalization | Conduct QA Visit Every 90 Days (Or as required by State Regulations)
Conduct In Person QA/Reassessment visit anytime there is a change in Condition (or as required by state regulations)
Conducts service call when there are service related concerns
Complete Re-assessment bi-annually (or as required by state regulations)	
Conduct re-assessment post hospitalization | Conduct In Person QA/Reassessment visit anytime there is a change in Condition (or as required by state regulations)
Conducts service call when there are service related concerns
Conduct re-assessment post hospitalization | Conduct In Person QA/Reassessment visit anytime there is a change in Condition (or as required by state regulations)
Conduct re-assessment post hospitalization