--0000000000000b126d061f1abb1a Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable HI Tim and Shawntel, HERE is the best quick source when following the expectations of the SLA. It does indicate that a Tier 1 requires a follow up within 7 days of start of service (it can be done anytime within that time period). This matrix also shows the EXACT tags that should be used when documenting. I appreciate your attention to detail on this, feel free to reach out if you have any further questions. Tiffany Silton Director, Division Operations * Please note my email has changed: * tsilton@thekey.com (760) 889-2188 TheKey.com [image: TheKey] On Wed, Aug 7, 2024 at 10:19=E2=80=AFAM Timothy Thomas wrot= e: > Hey Tiffany, > > In Audra's absence, could you assist me with the email below? I presume > it's just an error in the SLA? > > Thanks! > > ---------- Forwarded message --------- > From: Shawntel Sousa > Date: Wed, Aug 7, 2024 at 10:59=E2=80=AFAM > Subject: SLA Questions > To: Timothy Thomas > > > Hi, > > I apologize for the emails around the SLAs, I just want to make sure that > I am doing them correctly and have the correct information. I have a few > questions. > > On the SLA that I have attached below it indicates that a tier 1 client > does not require a visit 7 days after starting, is this just an error in > the SLA? > > My next questions are around tags again, can you confirm that the tags an= d > follow-ups are to go as follows: > > *Tier one* > 1. Caregiver Introduction with CSM present tagged *CG Intro* > 2. Phone call follow up with 24 hours of 1st shift tagged* Client > Follow-up* > 3. Visit to the client home by the CSM on or around the 7th day of servic= e > tagged *QA visit.* > *4. *Call the contact to check how services are going tagged *Client > follow-up* > *5.* Set visits up on clear care based on their tier and the notes from > those visits will be tagged* QA Visit.* > > Does it matter how the tag is set up in clear care if it is Client > Follow-up or Client Follow up (without the dash). The way the tags are > written in the SLA document is a bit different job aid Audra shared here = ( > https://docs.google.com/document/d/1jl6xvKxa0WOzFwtjvvQ5RFXwJeP1LqM2tIoNo= VqjjZk/edit > ) > > Finally, do the visits have to be exactly only the 7th day of service or > earlier to comply? > > *Thank you,* > > *Shawntel Sousa, LPN* > > *Client Success Manager* > > *Office: 403-301-3777* > > *Direct: 403-305-6588* > > *TheKey.ca * > > [image: TheKey] > > > > -- > > *Tim Thomas* > Head of Canada Division | *TheKey* > Mobile: 514.591.9387 > [image: TheKey] > --0000000000000b126d061f1abb1a Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable HI Tim and Shawntel, =C2=A0 HERE is the best quick source when following=C2=A0the exp= ectations of the SLA.=C2=A0 It does indicate=C2=A0that a Tier 1 requires a = follow up within 7 days of start of service (it can be done anytime within = that time perio