=?UTF-8?Q?Re=3A_After=2DHours_Client_Success_Coverage_=E2=80=93_Starting?= =?UTF-8?Q?_Monday=2C_6=2F9=2F25?=

--0000000000005b0efe0637268477 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Team, A quick clarification regarding after-hours communication: - Calls from caregivers and clients will continue to go to voicemail and be received via email, as usual. These will continue to be the responsibility of on call coordinators. - The newly established ring groups are for internal use only, specifically for on-call coordinators to contact designated office staff for *escalated concerns*. - These calls will ring through the 8x8 system. If not answered, a voicemail can be left (which will come through as an email) and returned= by the designated office member on-call. - Caregivers do not have access to these ring group numbers=E2=80=94they a= re strictly for internal escalation purposes. *Abby Cnossen* Manager of Quality and Service Call or text: 616-271-8243 TheKey.com On Mon, Jun 9, 2025 at 12:20=E2=80=AFPM Diane Mockenhaupt wrote: > I am curious. All after hours calls are now received as voice messages > sent to staffing ring groups. Phones are not ringing. > > Is this going to change? > > On Mon, Jun 9, 2025 at 11:17=E2=80=AFAM Abby Cnossen wrote: > >> Thank you Danielle. >> >> The on call coordinator will call the office ring group. This will ring >> to anyone in that ring group who has their 8*8 active and available. >> >> *Abby Cnossen* >> Manager of Quality and Service >> Call or text: 616-271-8243 >> TheKey.com >> >> >> On Mon, Jun 9, 2025 at 12:14=E2=80=AFPM Danielle James >> wrote: >> >>> I have added to the on-call schedule the individuals who will be >>> covering for MKE through August, so the on-call coordinator knows who t= o >>> reach out to if needed. >>> >>> Thank you >>> >>> *Danielle James LPN* >>> >>> Milwaukee General Manager | TheKey >>> >>> Mobile: 414-309-4827 >>> >>> >>> >>> *Have positive feedback? We'd love to share that with the community: * >>> https://search.google.com/local/writereview?placeid=3DChIJkbvX_ggg3YARm= ZmeZB1UILA >>> >>> >>> On Fri, Jun 6, 2025 at 12:19=E2=80=AFPM Ashley Alford >>> wrote: >>> >>>> Received. >>>> >>>> Thanks >>>> >>>> On Fri, Jun 6, 2025 at 12:09=E2=80=AFPM Timothy Thomas = wrote: >>>> >>>>> Hi Team, >>>>> >>>>> Thanks, Abby, for sharing this important update regarding after-hours >>>>> client success coverage. >>>>> >>>>> This new format will ensure our clients connect with their local team >>>>> members who understand their specific needs, ultimately leading to a = better >>>>> experience. >>>>> >>>>> In addition to this, it's crucial that we respond to all web inquirie= s >>>>> promptly. Please aim to reply within 30 minutes, and ideally within j= ust 5 >>>>> minutes. >>>>> >>>>> I am confident that everyone will continue to deliver exceptional >>>>> service to both our current clients and potential new ones. >>>>> >>>>> Thank you for your attention to this and have a great weekend! >>>>> >>>>> Tim >>>>> >>>>> On Fri, Jun 6, 2025 at 12:46=E2=80=AFPM Abby Cn