General_Manager_Incentive_Plan_Summary.txt

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.

Core Competencies (Behaviors that drive success)

These behaviors will help you succeed in achieving your goals and delivering TheKey Care Experience™.

The Five Quality Pillars

Quality is the throughline of how TheKey Care Experience™ is delivered, monitored, and protected every day.

General Manager Incentive Plan Details

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 Incentive Metrics

The incentive metrics were intentionally selected because they are (1) within your control, (2) direct drivers of TheKey Care Experience™, and (3) tightly mapped to our three enterprise priorities for 2026.

General Manager Incentive Plan Metric Payout Tables

General Manager Incentive Plan Metric Payout Examples

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)

Pillar	Match Integrity	Care Continuity	Communication Clarity	Proactive Monitoring	Client Delight

What it means	Intentional match aligned on skills, availability, temperament, and preferences.	Steady schedules and thoughtful transitions so care doesn’t feel fragmented or reactive.	Anticipatory, reliable communication that’s easy to access; questions addressed early.	Early visibility into shifts in needs, fit, or care quality through observation and shared tools.	Families experience confidence, ease, and trust—TheKey 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 predictable as needs evolve; context flows smoothly across supporters.	Families feel informed; caregivers know where to go; escalations are rarer because expectations are clear.	Small shifts are surfaced before service failures; CEAs support early course correction and learning.	Care feels thoughtful, personal, and responsive; advocacy and referrals follow naturally.

Plan Item	Value

Monthly Bonus Target	$2,000

Eligible Roles	General Manager

Metric	Weighting	Category	Definition	Why it Matters

Revenue	30%	Profitable Growth	Actual Revenue per Planful divided by Revenue Target as set by Finance for the applicable Org Unit:  Site, Multi-Site, and Region.  Calculations for Multi-Site and Regions will be Revenue-Weighted Averages.	The primary indicator of market share and business growth.
Provides the scale necessary to fund operations and investments.
Reflects the success of both sales and retention strategies.

AEBIDTA %	35%	Efficiency	Actual AEBITDA% per Planful divided by AEBITDA % Targets; AEBITDA % Targets vary based on Site Size as well as individual site-specific financial factors. Calculations for Multi-Site and Regions will be fully-weighted averages by Revenue and AEBITDA $.	The ultimate measure of operational efficiency and profitability.
Ensures that growth is being managed profitably.
Accounts for expense control and margin management.

Quality Composite	35%	Quality	GMs' supervised CSMs’ & CGMs' Average % of Performance Target which is used as the Leader's % of Performance Target.	Ensures leadership remains focused on the TheKey Care Experience.
Holds leaders accountable for the performance of their entire team.
Mitigates risk across multiple markets.