CGM Incentive Plan Summary(1).docx

TheKey Care Experience™ and Your 2026 Incentive Plan

What is TheKey Care Experience™?

TheKey Care Experience™ is our standard for delivering care that starts strong, stays steady, adapts when needs change, and earns trust by operating as one unified team. Clients and families don’t experience Operations, Sales, or national support teams separately. They experience us as one team.

CARE Values & Core Competencies (Behaviors that drive success)

These behaviors will help you succeed in achieving your goals and delivering TheKey Care Experience™.

The Five Quality Pillars

Quality is the throughline of how TheKey Care Experience™ is delivered, monitored, and protected every day.

Staffing Roles Incentive Plan Details

Our Key Focus in 2026

Profitable Growth: Growing revenue while maintaining a sustainable cost model.

Efficiency: Operating at full capacity with minimal waste, rework, and disruption.

Quality: Consistently delivering TheKey Care Experience™.

Rationale for Caregiver Manager Incentive Metrics

The Staffing Role incentive metrics were intentionally selected because they are (1) fully within the staffer’s control, (2) direct drivers of TheKey Care Experience™, and (3) tightly mapped to our three enterprise priorities for 2026.

Staffing Incentive Plan Metric Payout Tables

Staffing Incentive Plan Metric Payout Examples

CARE Value | Competency (Behavior) | What This Means | Competency Driven Actions

Compassion | Anticipatory Communication | Surfaces risks early to reduce burden and anxiety. Addresses questions before they become concerns, ensuring families and partners feel supported. | Communicate before being asked
Provide context, not just updates
Make it easy for others to stay informed

Adaptability | Adaptive Problem Solving | Takes personal responsibility for outcomes, not just tasks. Asks "If this continues, will it change how our care feels?" and acts to protect the standard. | Respond quickly when circumstances change
Find solutions within constraints
Prioritize what protects the experience

Resourcefulness | Quality Vigilance | Uses sound judgment and creativity to solve problems when the path forward isn't obvious. Adjusts quickly to keep care effective and human. | Notice early warning signs
Raise concerns even when uncomfortable
Prevent small issues from becoming crises

Empathy | Cross-Functional Partnership | Collaborates across teams by seeking to understand the lived experience of colleagues and clients. Ensures seamless handoffs so no one feels "dropped." | Understand others’ constraints and priorities
Share information proactively
Solve problems together (visibility, not blame)

Pillar | Match Integrity | Care Continuity | Communication Clarity | Proactive Monitoring | Client Delight

What it means | Intentional match aligned on skills, availability, temperament, and preferences. | Steady schedules and thoughtful transitions so care doesn’t feel fragmented or reactive. | Anticipatory, reliable communication that’s easy to access; questions addressed early. | Early visibility into shifts in needs, fit, or care quality through observation and shared tools. | Families experience confidence, ease, and trust—TheKey as a steady guide, not just a provider

When it’s done well | Starts feel grounded; early friction is minimal; families sense the caregiver “gets” them. | Care remains stable and predictable as needs evolve; context flows smoothly across supporters. | Families feel informed; caregivers know where to go; escalations are rarer because expectations are clear. | Small shifts are surfaced before service failures; CEAs support early course correction and learning. | Care feels thoughtful, personal, and responsive; advocacy and referrals follow naturally.

Plan Item | Value

Monthly Bonus Target | $1,000

Monthly Bonus Maximum | $1,975

Eligible Roles | Caregiver Manager, Staffing Specialist

Metric | Weighting | Category | Definition | Why it Matters

Caregiver Margin - Site | 30% | Profitable Growth | The difference between what we bill the client and the total cost of the caregiver (wages, taxes, and related labor costs). | Encourages sustainable staffing decisions that balance client needs with responsible labor costs.
Reinforces disciplined match and scheduling practices that reduce costly “last-minute” solutions.
Creates accountability for unit economics that enable reinvestment in caregivers and the client experience.

CG Hours Billed - For CGs assigned to the CGM | 35% | Efficiency | Total care hours delivered by the caregiver pool over the month. | Measures whether we are operating to the maximum of our capacity—more clients receiving care.
Reflects the CGM’s ability to retain and deploy caregivers effectively to meet demand.
Creates a clear link between caregiver stability and sustainable growth.

CG Scheduled Shift Completion % - For CGs assigned to the CGM | 35% | Quality | The percentage of scheduled shifts that are completed as planned. The percentage calculation is: CG Shifts completed divided by CG Shifts completed + Shifts cancelled the CG. | Acts as a direct indicator of caregiver relationship strength and engagement.
Incentivizes proactive communication, clear expectations, and early issue detection.
Reduces call-outs and improves the team’s ability to restaff unavoidable call-outs quickly.