OLD_HCL_Playbook.txt

Home Care Liaison Playbook (Legacy - Upgraded to HCL Handbook)
TheKey Business Development Team Agreement.

1. Salesforce Documentation / Sales Activity: All documentation in Salesforce CRM. Document 5 Interactions (Face 2 Face and/or Virtual F2F) per workday. Reference Salesforce User Guide and HCL Salesforce Playbook for: creating/updating Leads, Opportunities, Client Accounts, Referral Accounts, gaining ownership, using Chatter, scheduling assessments, documenting meetings, Salesforce mobile app, Referrals Out, Service Level Interventions, Gmail integration.

2. Google Calendar: Keep calendars up to date with field activity. Must be Public to the organization. All B2B Meetings created in Salesforce sync to Gmail.

3. Coaching Call Prep: Review KPI Analytics (Lead count, revenue vs goal, SOC, Quality SOC Mix), Activity/Calendar (min 5 meetings/day), Sales Enablement Opportunities, Strategic Alignment (SAP results, referral account momentum, market developments).

4. Sales Process Training: Foundation and Approaching, Interview/Identifying Needs, Demonstrating Value, Negotiation and Close.

5. Service Level Interventions (SLI): Reference SLI Operational Process Doc.

6. Ownership of Business: HCL must manage all leads and close own assessments when necessary. Be present for assessments at referral accounts. Complete assessment if Care Team Member unable to do so timely. Intake via FRAX team - HCL should read all FRAX notes and verify lead sources.

7. Brand Center: Marketing Collateral ordering. Budget: Ramping $2000 quarterly, Senior $3000 quarterly. Orders approved bi-weekly on Mondays. Email brandcenterhelp@thekey.com.

8. Billing: Help Desk at billing@thekey.com or (866) 226-1702, 8am-8pm EST Mon-Fri. LTC Center of Excellence at ltci@thekey.com. Personal Check payments require CEO approval for new clients.

9. Commission: Monthly statements from BI team. Review and approve within 72 hours. Check via Analytics Portal HCL Scorecard and Pipeline Detail.
10. Freshdesk Ticketing: Submit questions/issues to support teams. Common teams: Salesforce Support, Data and Reporting (DART/Analytics), IT Support, Accounts Payable (invoices@thekey.coupahost.com), Expense Support. Include screenshots and Salesforce links for faster resolution.

11. Quarterly Strategic Account Planning (SAP): Top 20 Priority Target accounts based on quality and referral potential. Used to identify where to focus efforts, elevate efficiency, and provide insight for RDs and DSGs. Due dates per quarter. HCL completes all committed Next Steps.

12. Attendance Requirements: Weekly Pipeline Meetings (mandatory) and Daily Stand-Ups. Monthly National Sales Call and Town Hall. Quarterly Regional Sales Meetings. Annual National Sales Conference.

13. Field Ride Alongs: Be prepared for announced or unannounced manager/RD shadowing. Provide agenda with scheduled meetings 1 week prior. Include LinkedIn pages, account details, meeting goals, pre-call planning. Virtual ride alongs on SAP accounts. Manager completes assessment form afterward.

14. Contracts: Preferred Provider Agreement (get from sales manager), Community Service Agreement/Supplemental Staffing Template, Placement Agency Agreement (Regional Ops or GM signs, 10% of revenue not exceeding $2500 to agent).

15. Mind Fit Series: Added value for top senior living communities. Comprehensive playbook covers approach, marketing, implementation. Get commitment of dedicated time with referral source before each session.

16. PAC Meetings: Monthly Professional Advisory Council meetings. Content from B2B Marketing/Sales Leadership. PAC Playbook covers member selection, hosting, follow-up strategy.

17. Expenses: Brex MasterCard upon hire. Coupa Expense Reporting twice monthly (1st and 15th). Budget by revenue: $500K+ = $3000/mo, $200-499K = $1500/mo, $100-199K = $750/mo, under $100K = $500/mo. Mileage reimbursement via Coupa. Travel booking through Coupa Travel.
18. OPS SLA and Service Guarantee: New Service Level Agreements for staffing and managing leads (excludes Ohio, Indiana, Nebraska). SLA for Existing Client Experience including Start of Care Process and QA visits. TheKey Satisfaction Guarantee: replace caregiver and comp next shift if unsatisfactory experience in first month of care.

19. PandaDoc: For issues email pandadoc-support@thekey.com.

20. Account Engagement (Pardot): Salesforce internal tool for drip email campaigns to referral contacts. Sales Ops curates content. Keeps HCLs top of mind as thought leaders.

21. GCM Business Referral Process: Reference FAQ sheet.

22. Quick Contacts:
Salesforce: salesforcesupport@thekey.com (Office Hours Thursdays 10:30-11:30am PST)
Coupa/Brex: coupasupport@thekey.com (Office Hours Thursdays 1-2pm PST)
Commission: bob.valliant@thekey.com
Billing: billing@thekey.com
Payroll: payrollteam@thekey.com
HR East/Canada: Director Alina Evans, Managers Christa Carter-Mark + Andrea Goble
HR West: Director Rupali Ray, Manager Erika Holtman