--00000000000017c57105f77d7935 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Cheryl I agree with you. This is why we need to meet. Let's wait until you are back for perhaps even a quick in-person meeting next week. Best regards, Matt Matt Vijayan, B.Sc., MBA, CCPE Director of Sales, Canada *Please note my email has changed:* mvijayan@TheKey.com TheKey.ca [image: TheKey] On Wed, Mar 22, 2023 at 9:38=E2=80=AFAM Cheryl Cartwright wrote: > Hi Matt, > > Welcome back! I hope you had a nice time away. > > Have HCL=E2=80=99s been trained on conducting assessments? I ask because = the > playbook they follow has them attending assessments when needed. > > Client Success Managers should be present for assessments related to > creating a care plan. We are not talking about initial assessments with t= he > residence in order to understand basic needs. I am referring to the > assessment with the client and the family so that the transition with the > caregiver is a smooth one. > > I=E2=80=99m all for HCL=E2=80=99s being present for those if they feel it= =E2=80=99s necessary but > currently in SOME cases, Client Success Managers aren=E2=80=99t even bein= g given > the opportunity to attend. Since we are ultimately responsible for the > success of the business once we have it and for the care team providing t= he > support, it=E2=80=99s imperative client success is able to conduct the as= sessment > as often as possible. We also have a playbook to follow. > > I=E2=80=99m in Montreal this week for work and will be back in Ontario ne= xt week > but available by phone all week. > > Please know we fully support all the efforts by the HCL=E2=80=99s and wil= l do > everything we can to ensure their success. Our case managers have always > dedicated themselves completely to our clients and their happiness. They > need to be given that trust, especially considering they were the client > solutions and HCL and case manager before this new model. They are not ne= w > to this business and understand well what it takes to retain clients. > > I=E2=80=99m here to discuss any of this further. > > Best, > > Cheryl > > On Wed, Mar 22, 2023 at 10:26 AM Matt Vijayan wrote= : > >> Hi Cheryl, >> >> Let me know when you want to meet to help drive clarity to HCLs and/or >> Client Success Managers, regarding the assessments in Ontario, >> specifically. I am back from my PTO and my calendar is up to date. >> >> For context, here is what HCLs are following based on the HCL Playbook >> >> . >> >> Ownership of Your Business >> >> 1. >> >> HCL must be willing to manage all leads and close their own >> business by getting consent agreements signed >> 2. >> >> When there is a referral at any of the HCL=E2=80=99s referral acco= unts, >> the HCL should be present for this assessment as much as possible = to: >> 1. >> >> Have a face to face touch base with their referral source at >> the account >> 2. >> >> To ensure the close of their business should