Monthly_GM_Meeting_2026_Incentive_Plan_Update.txt

📝 Notes
Jan 28, 2026
Monthly GM Meeting- 2026 Incentive Plan Update
Invited Tiffany Silton Audra Williams Regional Directors Ashley Mirone Dericka Flores Valmonte GeneralManagers Claudia Hernandez Jaime Cittadino Mae Moses Chuck Terlesky Sharon Speirs Joey Taylor Melanie Nebesniak Donny Deshotels Emily Kraeter Melani Breach teresa.heit@thekey.com Kayla Bronson Lauren Hardy Joel Reyes Julia Jenkins Steve Sudberry Will Reid Renee Drobek Emily Swackhamer Susie Egr Alysce Craig Laura Horval Julie Sminchak Mary O'Hagan John Champagne Natalie Jones-Hronis julie.daigle@thekey.com Tiffany Phillips Destiny DeHamer Rachel Sims Steve Trejo Amelia Howard Amanda Soukvilay Tara Shannon Mackenzie Thom Amy Harris Chris Gerard
Attachments Monthly GM Meeting- 2026 Incentive Plan Update 
Meeting records Recording 


Summary
Caribou Program Update and Budgets
The Caribou recognition program has achieved an 81% average caregiver login rate two months post-launch, with managers receiving a reminder to utilize the remaining "use it or lose it" monthly budgets for January.

2026 Incentive Plan Design
The team detailed the 2026 incentive plan design, which streamlines metrics to focus primarily on profitable growth, efficiency (IBIDA/margin), and a new quality composite score for General Managers, Client Success Managers, and Caregiver Managers.

Target Payouts and Plan Launch
Detailed targets for all major roles were established, including a $2,000 monthly target payout for GMs, and the plan is scheduled to launch on February 1st with retro application.


Details
Decisions
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NEEDS FURTHER DISCUSSION
Monthly Draw Winner Approval Issues
Teams may experience difficulties approving monthly draw winners; individuals with issues should reach out to Amanda Soukvilay for technical support.


Margin Calculation Spreadsheet Needed
Need spreadsheet to provide sites clear understanding of margin requirements, especially considering factors like workers comp accrual impact on ClearCare margin calculations.


CGM Baseline Reset for Weather Impacts
Discuss possibility of resetting baselines or excluding hours lost for Caregiver Managers (CGMs) due to non-controllable factors like inclement weather that cause significant shift cancellations.


Incentive Plan Financial Target Communication
Leadership needs to finalize and communicate communication plan for rolling out individual revenue targets and financial metrics for the new plan to teams, targeting distribution next week.


ALIGNED
New Caribou Account Access Process
New Caribou accounts for staff must process through Savant using predefined categories, with managers choosing the Caregiver Managers category even if the staff title is Client Success Manager, based on the actual seat and need for budget points.


Canada Caregiver Caribou Recognition Plan
Project team actively working towards implementation of Caribou recognition part for Canada caregivers, targeting March start date.


New 2026 Incentive Plan Design
New 2026 incentive plan design shifts focus from previous complex keys plan, emphasizing tangible individual impact and simplified metrics.


Incentive Plan Core Metric Categories
New incentive plan metrics reduce to three core categories across all roles (excluding recruiter): profitable growth, efficiency, and quality.


Initial Quality Metric Compliance Goal
Initial compliance goal for quality metric in incentive plan set at 70%, with expectation to increase to 90% over time, potentially within the next quarter.


CSM Incentive Based on Client Hours
Client Success Manager (CSM) incentive uses client hours supported per month, comparing Q4 average baseline to current hours, to determine bonus bracket and growth achievement.


CSM Quality Client Start Definition
CSM quality start metric defined as new client reaching $5,000 in revenue, serving as financial break-even point and indicator of successful initial visits.


CSM Quality Composite Score Metrics
CSM quality composite score measures performance on key Service Level Agreements (SLAs), including caregiver intro, 24-hour, 7-day, and 14-day client check-ins, with future plan to add quality assurance visits and reassessments.


Quality Client $5000 Revenue Threshold
Client start becomes 'quality client' when $5,000 revenue mark hit within a given month, regardless of specific time frame like 30 days.


CGM Margin Target Set at 49.5%
Caregiver Manager (CGM) margin target set at 49.5%, aiming for profitability without causing client erosion through excessively high margins.


Shift to Individual Contributor Incentive Plan
New incentive plan shifts from site-based calculation to individual contributor plan, rewarding individuals based on personal performance, particularly hours carried.


CGM Incentive Metric Assignments
CGM incentive metrics are margin (site metric), caregiver hours (individual metric/paid hours), and scheduled shift completion (individual metric).


CGM/CSM Baseline Reset Process
CGM and CSM baselines set based on Q4 monthly average hours, with willingness to rebaseline on a monthly basis if significant changes like covering for others or client assignment shifts occur.


Scheduled Shift Completion Metric Calculation
Scheduled shift completion metric calculates percentage of scheduled shifts completed, excluding client-canceled shifts.


Scheduled Shift Credit Assignment
Credit for scheduled shifts goes to the Caregiver Manager assigned to the client, regardless of which staff member enters the shift.


Caregiver Recruiter Incentive Plan Metrics
Caregiver Recruiter incentive plan based on two metrics: caregiver starts (working first shift) and caregiver higher quality (working five shifts within 30 days of first shift).


Incentive Plan Start Date
New incentive plan start date set for February 1, requiring retroactive application.


Incentive Plan Progress Dashboard Development
Team developing centralized dashboard for all roles (CGM, CSM, GM, RD) to track individual progress on incentive plan metrics, with expected development over the next week.


Canada Bonuses Payout Currency
Canada bonuses payout will be converted to Canadian dollars even though revenue calculation uses US dollars.


SHELVED
GM Activity Gate Removed
Previous GM activity gate metric no longer factor in General Managers ability to bonus.


More details:
* Caribou Recognition Program Update Amanda Soukvilay provided an update on the Caribou recognition program launch across US locations, noting that things are "looking really really good" after nearly two months. The average caregiver login rate is 81%, with special recognition given to San Antonio, Spokane, Nashville, Naples, and Orange County for amazing initial numbers. She also highlighted that 1,407 meaningful recognition moments have been delivered across the organization.
* Budget Usage and Program Reminders Amanda Soukvilay reminded everyone about the "use it or lose it" monthly budgets of $50 per caregiver manager, with only three days left in January to use the remaining funds. She encouraged managers to gently nudge caregiver managers to build the habit of using the program. Shout-outs were given to Houston, Alpine, Portland, and Santa Barbara for already sending out all available points.
* Draw Winner Approvals and New Accounts Amanda Soukvilay noted that the next draw winners will be selected on February 1st and asked if anyone was experiencing issues with approving current draw winners, as a few are sitting in the approval state. She clarified that new account requests for GMs, CGMs, and staff must go through Savant, which utilizes a custom integration. Requests take up to one business day to receive an email invitation after approval.
* Access for Caregiver Manager Roles Audra Williams inquired about roles, such as Client Success Manager (CSM), who are currently acting in a Caregiver Manager (CGM) capacity and need access to points. Amanda Soukvilay confirmed there are categories or "buckets" for roles, including "caregiver managers" associated with monthly budgets and points, and "employee support view only access" for others who do not require points. If a CSM needs to use points due to being in a CGM seat, they should be listed as CGM during the approval process.
* Incentive Plan Design for 2026 Emily Kraeter presented the 2026 incentive plan, which aims to be less complex than the previous year's plan by having fewer metrics and eliminating steep "cliffs" in incentives. The new plan focuses on three core metrics across most roles: profitable growth (revenue), efficiency, and quality. Emily Kraeter expressed excitement about the new quality metric, which she described as an important designation and alignment that "quality is how we grow right now".
* General Manager (GM) Incentive Metrics The GM incentive plan is structured around three buckets: site revenue goal (profitable growth), adjusted IBIDA (efficiency), and a composite quality score. The quality score is a rollup of CSM and CGM quality metrics, which includes adherence to key Service Level Agreements (SLAs) using the new quality dashboard. Initial goals for the quality piece are set at 70% compliance, with the intention to eventually raise this to 90%.
* GM Payout Structure and Targets The target payout for a GM, if they hit all goals, is $2,000 a month, with overachievement potential. Donny Deshotels specified the revenue goals as 0.75% increases for large sites, 1.25% for medium sites, and 2.0% for small sites. IBIDA targets are 25% for small sites and 27% for large and medium sites. Emily Kraeter noted that the quality metric is expected to be the most challenging piece initially.
* Client Success Manager (CSM) Incentive Structure The CSM plan aims to give them more control and visibility over their incentives by using bands based on monthly client hours supported (hours growth). The plan also includes "quality starts," defined as a new client reaching $5,000 in revenue. Lauren Hardy confirmed with Emily Kraeter and Donny Deshotels that there is currently no set time frame (like 31 days) for a client to hit the $5,000 mark to qualify as a quality start.
* CSM Quality Composite Score The CSM plan incorporates a Quality Composite Score, which is a composite of current quality dashboard metrics entirely within their control, such as performing reassessments or Quality Assurance Visits (QAVs) and correctly entering the tag. Bridgett Scherer (Bee) confirmed the four current metrics included are the caregiver intro, 24-hour check-in, 7-day check-in, and 14-day check-in. They emphasized that the activity completion, not the individual CSM, is what matters, so others can perform the check-ins.
* Caregiver Manager (CGM) Incentive Metrics The CGM plan includes margin (site metric), caregiver hours (individual metric), and scheduled shift completion (site metric). The margin target is set at 49.5%, a figure Emily Kraeter noted was a balance and not intended to discourage revenue growth through too-high margins. Donny Deshotels clarified that scheduled shift completion is the percentage of scheduled shifts completed, excluding client-canceled shifts. Robert Valliant indicated the average completion rate is 94%.
* Impact of Individual Contributor Plan Emily Kraeter addressed that this new individual contributor plan will replace the previous site-based plan, meaning incentives will vary significantly among individuals within a site based on their performance metrics. The baseline for caregiver and CSM hours will be set based on the Q4 monthly average but can be rebaselined if flagged due to factors like covering for others or newly reduced hours. The GM activity gate is also no longer in place.
* Recruiter Incentive Plan The Caregiver Recruiter plan is based on two metrics: caregiver starts (a caregiver who works their first shift) and caregiver higher quality (someone who works five shifts within 30 days of their first shift). Robert Valliant clarified that they will look at those with the first shift in the prior month and use the percentage of those who hit the fifth shift as the measure of quality.
* Multi-Site Calculation and Dashboards For GMs and Regional Directors overseeing multiple sites, Robert Valliant explained that the IBIDA and revenue calculations will be the sum of actuals for the sites divided by the sum of targets for those sites. Jennifer Lane requested a dashboard to track progress for the new plan. Donny Deshotels confirmed that they are working on a comprehensive dashboard for all roles to view their metrics and those of their subordinates.
* Handling Inclement Weather and Communication Plan Attendees raised concerns about resetting baselines for CGMs due to unpreventable service disruptions from inclement weather. Robert Valliant assured them that such instances would definitely be taken into consideration. The team acknowledged the need for a clear communication plan regarding specific revenue targets and baselines. Robert Valliant indicated that baselines for hours will be sent out first, followed by financial targets, all likely finalized within a few days to a week.
* Hybrid Roles and Plan Start Date Yukari Roberts inquired about the incentive plan implications for their CGM who is also a recruiter in a hybrid role, suggesting a need for further discussion. The team confirmed they would take this back for review. The goal for the new plan's start date is February 1st, which will involve a "retro" application of the plan.
* Assignment of CSMS Hours Darryl Williams confirmed with Audra Williams that the assignment of hours for CSMS is entirely managed through Wells Sky and does not involve Salesforce. Audra Williams confirmed this detail.
* Bonus Payout Currency Chuck Terlesky inquired about the currency for bonus payouts, asking if they were all paid in US dollars. Robert Valliant clarified that Canada bonuses would be converted to Canadian dollars. Donny Deshotels added that the growth numbers are still percentages, so the currency conversion would not change the percentage regardless of whether the revenue is reported in Canadian or US dollars.
* Florida Keys Bonus Inquiry BethAnn Rosario asked Robert Valliant for an update on the 10 Keys bonus for Florida, which saw growth in Q4. Robert Valliant confirmed that this topic was next on the agenda and that the Keys bonuses are scheduled to be paid the following Friday. Robert Valliant mentioned they have been working between the new and current plans.
* Client Retention Spiff and Performance Robert Valliant noted that communication regarding the new client retention spiff has been sent out and the payouts are "nice". Robert Valliant also shared positive January performance data, stating that as of a day or two ago, six new sites were positioned to win first or second place, which would mean about 15 different sites would have won either first or second place across the first three periods.
* Meeting Conclusion and Next Steps Audra Williams concluded the meeting, encouraging participants to chat with Bridgett Scherer (Bee) if they thought of any other questions so that they could be added to a list for Emily and contribute to an FAQ. Attendees thanked the speakers and wished everyone a great Wednesday.


Suggested next steps
* Donny Deshotels, Robert Valliant, Audra Williams, and Bridgett Scherer (Bee) will follow up with Emily Kraeter and the RDS regarding the communication plan for rolling out the actual revenue numbers and metrics to the teams.


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