CGM_Incentive_Plan_Summary_v2.txt

INCENTIVE PLAN SUMMARY - Staffing Roles   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™. 
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)
	



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 
	Communication Clarity 
	Proactive Monitoring 
	Client Delight
	What it 
means 
When it’s 
done well
	Intentional match aligned on skills, availability, 
temperament, and 
preferences. 
Starts feel grounded; early friction is minimal; 
families sense the 
caregiver “gets” them.
	Steady schedules and 
thoughtful transitions so care doesn’t feel fragmented or reactive. 
Care remains stable and 
predictable as needs evolve; context flows smoothly across supporters.
	Anticipatory, reliable 
communication that’s easy to access; questions 
addressed early. 
Families feel informed; 
caregivers know where to go; escalations are rarer because expectations are clear.
	Early visibility into shifts in needs, fit, or care quality through observation and shared tools. 
Small shifts are surfaced before service failures; CEAs support early course 
correction and learning.
	Families experience confidence, ease, and trust—TheKey as a steady guide, not just a 
provider 
Care feels thoughtful, personal, and responsive; advocacy and referrals follow naturally.
	



INCENTIVE PLAN SUMMARY - 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 
	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.
INCENTIVE PLAN SUMMARY - Staffing Roles   Staffing Incentive Plan Metric Payout Tables 
Staffing Incentive Plan Metric Payout Examples