CGM Incentive Plan Summary.docx.pdf

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INCENTIVE
 
PLAN
 
SUMMAR Y
 
-
 
Staffing
 
Roles
 
 
 
 
 
 
 
 
 
  
TheK ey
 
Care
 
Experienc e
™
 
and
 
Your
 
2026
 
Incen tive
 
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
™
.
 
CARE Value Compe tency (Beha vior) Wha t This Means Compe tency 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)
 
 The Five Quality Pillars 
Quality
 
is
 
the
 
throughline
 
of
 
how
 
TheKey
 
Care
 
Experience
™
 
is
 
delivered,
 
monitored,
 
and
 
protected
 
every
 
day.
 Pillar Match Integrity Care Continuity Communic ation Clarity Proactiv e Monit oring Clien t Deligh t 
Wha t it means Intentional match aligned on skills, availability , temper amen t, and preferences. Steady schedules and though tful transitions so care doesn’t feel fragmen ted or reactiv e. Anticipa tory, reliable communic ation that’s easy to access; ques tions addr essed early . Early visibility into shifts in needs, fit, or care quality through observation and shar ed tools. Families experience confidence, ease, and trust—TheK ey 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 predict able as needs evolve; context flows smoothly across support ers. Families feel informed; caregivers know wher e to go; escalations are rarer because expect ations are clear . Small shifts are surfaced before service failur es; CEAs support early course correction and learning. Care feels though tful, personal, and responsiv e; advocacy and referrals follow naturally.

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INCENTIVE
 
PLAN
 
SUMMAR Y
 
-
 
Staffing
 
Roles
 
 
 
 
 
 
 
 
 
  
Staffing Roles Incentive Plan Details
 
Plan
 
Item 
Value 
Monthly
 
Bonus
 
Target 
$1,000 
Monthly
 
Bonus
 
Maximum 
$1,975 Eligible Roles Caregiver Manager, Staffing Specialist  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.
  Metric Weigh ting Category Definition Why it Matters Caregiver Mar gin - Site 30% Profitable Growth The difference between wha t we bill the clien t and the total cost of the caregiver (wages, taxes, and related labor costs). 
●
 
Encourages
 
sustainable
 
staffing
 
decisions
 
that
 
balance
 
clien t
 
needs
 
with
 
responsible
 labor costs. 
●
 
Reinforces
 
disciplined
 
match
 
and
 
scheduling
 
practices
 
that
 
reduce
 
costly
 “last-minut e” solutions. 
●
 
Creates
 
accountability
 
for
 
unit
 
economics
 
that
 
enable
 
reinvestmen t
 
in
 
caregivers
 
and
 the clien t experience. 
CG Hour s Billed - For CGs assigned to the CGM  35% Efficiency Total care hour s deliv ered by the caregiver pool over the mon th. 
●
 
Measur es
 
whe ther
 
we
 
are
 
oper ating
 
to
 
the
 
maximum
 
of
 
our
 
capacity—mor e
 
clien ts
 receiving care. 
●
 
Reflects
 
the
 
CGM’s
 
ability
 
to
 
retain
 
and
 
deplo y
 
caregivers
 
effectiv ely
 
to
 
mee t
 
demand.
 
●
 
Creates
 
a
 
clear
 
link
 
between
 
caregiver
 
stability
 
and
 
sustainable
 
growth.
 
CG Scheduled Shift Comple tion % - For CGs assigned to the CGM 35% Quality The percentage of scheduled shifts that are comple ted as planned. The percentage calcula tion is: CG Shifts comple ted divided by CG Shifts comple ted + Shifts cancelled the CG. 
●
 
Acts
 
as
 
a
 
direct
 
indic ator
 
of
 
caregiver
 
relationship
 
strength
 
and
 
engagemen t.
 
●
 
Incen tivizes
 
proactiv e
 
communic ation,
 
clear
 
expect ations,
 
and
 
early
 
issue
 
detection.
 
●
 
Reduces
 
call-outs
 
and
 
impr oves
 
the
 
team’ s
 
ability
 
to
 
restaff
 
unavoidable
 
call-outs
 quickly .

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INCENTIVE
 
PLAN
 
SUMMAR Y
 
-
 
Staffing
 
Roles
 
 
 
 
 
 
 
 
 
  
 Staffing Incen tive Plan Metric Payout Tables 
 
Staffing Incen tive Plan Metric Payout Examples