Service_Level_Interventions_Updated_2024.txt

Service Level Interventions: Operational Process


Please see below for the instructions/guidance on how to use the Service Level intervention (SLI) function.
Definition of a Service Level Intervention 
An SLI is a formal report that is created to document an incident or event that causes disruption or a reduction in the quality of a service that puts our business at risk. These incidents are tracked in Salesforce, which allows both Sales and Operations to work together on a remediation plan and post-resolve management in order to regain customer loyalty for both the referral account and client.


Furthermore, this allows us to measure the impact of the relationship over time and to identify which service recovery tactics are most effective. It also gives us the ability to measure referral account momentum over time.
When to submit a Service Level Intervention in SalesForce
Before submitting a SLI in Salesforce, a conversation must happen with the appropriate General Manager (GM), or Regional Director of Operations (RDO) if necessary, immediately following the event. If the RD and the HCL both agree this SLI needs to be documented then the HCL will proceed with entering in SF. 
 
Reach out to your GM/RDO immediately after the following situations: 
* An incident or event occurred and it did not meet the written standards in TheKey's Service Level Agreements (SLAs)
* A referral partner or client relationship is at risk of ending the relationship with the TheKey
Owner of the Service Level intervention
SLI's responsibilities in the three areas below fall under Sales for the Referral Partner and Regional Client Success Manager for the Client.
   * Documentation under “intervention plan” 
   * Color status 
   * Updates in chatter related to intervention         


Service Level Intervention Color Status
Color status levels are utilized in SLI reporting to:
* Describe the initial status of the relationship, 
* Clarify the severity of the incident, and 
* Identify the updated relationship status. 
For example, when an orange status is submitted, all team members can immediately understand the seriousness of the matter and prioritize the incident. As team members resolve the incident and work towards recovering the relationship, the statuses of the relationships should move to reflect the proper updates and document in chatter what actions have taken place.


CLIENT
	Color Status Level
	Examples
	Green
The Client has been recovered 
	* Client was frustrated with the lack of interaction from Client Success Manager and not receiving consistent visits and a lack of proactive communication on schedule updates. The Success Manager got back on track with monthly visits and the care team instilled a proactive communication plan. After 3 months, the client gave a stellar survey raving about the improved experience and client satisfaction. 
* Client has LTC with delay in paperwork submissions causing a delay in reimbursement. Three consecutive months have passed with submissions and reimbursements on time.
	Yellow
Action Required
	* Care plan lacks information to guide caregivers on tasks to complete. 
* Client start of care delayed, unable to staff within 72 hours. 
* Caregiver over 30 minutes late to shift with no notice to the office/client.
* There have been several “No Call No Show” from caregivers and the client is now claiming they’d like to end services.
	Orange
Client Recovery Pending
	* Client has temporarily paused services (ex: hospitalization)
	Red
The Client has been lost
	* A client had a very poor experience with TheKey billing department and is ending services. 
* Client with dementia had not received a visit in several months. Experienced a rapid decline with outdated care plan and training for caregivers. Family has decided to end services and transition client to memory care.
	





REFERRAL PARTNER
	Color Status Level
	Examples
	Green (resolved and saved)
Referral relationship of the account is back to the level it was prior to the SLI. 
	* A CG was found to be under-skilled to care for a client and was asked to leave a shift by the Geriatric Care Manager. The GCM was very upset at this poor matching of CG to skill level needed, but the staffing team was able to re-staff with a very qualified CG for the next day’s shift. The GCM referral relationship has now been saved. 
* A CG displayed unprofessional behavior (texting, sleeping) while on a supplemental staffing shift within a Senior Living Community (SLC). The SLC was very upset and threatened to not use our services anymore. Our HCL was able to talk to them about it and ensure our team handled the situation with the CG professionally and were able to re-staff the next shift with someone more professional and committed to the job for the rest of the week. The SLC now has their trust built back with TheKey and will continue using them. 
	Orange (pending)
The service incidence has put the account at-risk 
	* There was a No Call No Show to a client and the Geriatric Care Manager (GCM) stepped in to cover the shift. The client was unaffected because the GCM covered, but the GCM is very upset with the situation and the Referral Relationship is at risk.
* There was a service issue at a Senior Living Community (SLC) on a Supplemental Staffing shift and the Referral Relationship at the SLC is at risk and needing remediation. 
	Red (resolved but lost)
The Client incident was resolved but lost the referral account
	* We had a service failure and a Referral Partner claims they will no longer be referring.
	



Submitting a Service Level Intervention


1. Access SalesForce and select “Service Level Intervention” on the horizontal menu bar. Then, select “New” to create a new submission.
   1. If you do not see the “Service Level Intervention” tab on your top ribbon. Use the Pencil Icon on the right hand side > All >   Search the tab name and add it to your ribbon. 










   2. Complete all required information on the form. Once all information has been entered, select “Save”.
   1. Service Level Intervention Name - Utilize format: Client Name - Service Incident Type
   1. Example: John Smith - No Call No Show
   2. SLI Created Date - The date of the SLI submission NOT the date of the service incident.
   3. Intervention plan - If a discussion with the team has yet to happen to determine, leave this blank
  















Alerts 
Once an SLI is submitted, an auto email alert will be sent to the:
   * Submitter
   * Owner of the Referral Account
   * Sales Manager of the Owner of the Referral Account
   * Regional Director of the CC Location Office associated with the Referral Account
   * Regional Director of the office associated with the SLI
   * Regional Client Success Manager of the office associated with the SLI
   * Division Head for the Region of the Referral Account CC Location Office
        
Additionally, if there is no documentation within 24 hours under “intervention plan” for the client and/or referral partner, an email alert will be sent to the same parties as a reminder. 


Updating and Resolving Service Level Interventions 
To update and resolve SLI’s, responsibilities in the three areas below fall under Sales for the Referral Partner and Regional Client Success Manager for the Client.
   * Documentation under “intervention plan” 
   * Color status 
   * Updates in chatter related to intervention 
SLI’s should be marked as resolved (Green or Red status) within 30 days of the incident. 
Regional Directors can make exceptions for special circumstances. 
Service Level Intervention Reporting 
List View
All SLI's can be found under the “Service Level Intervention” tab in SalesForce  








Under the tab, use the dropdown feature to locate SLI’s by region. There are 3 lists per office: All SLI's, Resolved SLI's and Open SLI's. 
  











Dashboard
The dashboard can be used to monitor statuses and results for the current and prior week. Locate the “Service Level Intervention Dashboard” under: Dashboard Tab > All Reports > Search “Service Level Intervention”. Here you can locate the reporting by region as well. 
  















Operations & Sales Meetings 


SLI Dashboard to be reviewed in team meetings.


   1. Dashboard Review:
   * Review of Referral Account and Client SLIs in recent months
   * Review SLI volume for specific referral accounts, Clients, and offices
   * Review All Open SLIs:
   * Review color status of both client and referral partner relationships
   * Discuss 6 step recovery process
   * Review documentation
   * Review Referral Channel trends
   1. Here are links to the updated SLI Dashboards by Region:
   1. Bay Area
   2. California Skilled Care
   3. Central States
   4. DC Metro
   5. Florida
   6. Great Lakes and Illinois
   7. Greater LA
   8. Greater San Diego
   9. NC and SVA
   10. Nebraska
   11. New England
   12. New Jersey, New York and Pennsylvania 
   13. Ohio and Indiana
   14. Pacific Northwest
   15. Sacramento
   16. Southern States
   17. Texas and Arizona








What does successful SLI management look like?


   * Regional Director, Regional Success Manager, Regional Sales Coach aligned on client and referral status
   * Completion of the 6 step service recovery process to move the relationship statuses to green
   * Clear steps documented under intervention plan
   * Client Example: Caregiver Performance
   1. Caregiver write up and removal from case
   2. Recruitment/Staffing working on caregiver replacement
   3. Complete SOC follow up process 
   4. Contact client in 14 days to ensure satisfaction 
   5. NOTE: If client is still not satisfied at 14 day check in, update intervention plan with 5th step: “contact client in 30 days to ensure satisfaction”
   * Referral Partner Example: Caregiver Performance
   1. Communicate intervention plan to referral partner
   2. Complete 14 day follow up with client satisfaction results
   3. NOTE: If client or referral is still not satisfied at 14 day check in, update intervention plan with 5th step: “contact referral in 30 days to ensure satisfaction”
   * Documentation in chatter with updates  
   * Client Example: Caregiver Performance
   1. Caregiver Ambassador had discussion with caregiver on performance, formal documentation completed in Workday/Clear Care and was removed from case (include date)
   2. Recruitment/Staffing working on caregiver replacement
   3. Replacement found and will begin on
   4. SOC follow up process completed
   5. Contacted client on (include date) and very satisfied with new caregiver and plan
   * Referral Partner Example: Caregiver Performance
   1. Communicated intervention plan with referral on (include date)
   2. Met with referral partner on (include date) with client satisfaction results and very happy