--00000000000020408d062645377c Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Just my opinion but the clock ins and clock outs should happen in real time, preferably not leave a message and email the office. Ideally these should be handled by someone who physically makes the call and follows up. Most of the time the caregiver is arriving late and has not called the office, the caregiver is just not coming at all and has not called the office, or they are there with the client and forgot to clock in (best case scenario). On Wed, Nov 6, 2024 at 3:21=E2=80=AFPM Abby Cnossen w= rote: > Happy Wednesday Everyone: > > We are implementing a slight change to our after hours/weekend calls. > Effective Thursday for the West and Friday for the East, all caregiver > clock in/out calls will go through a new auto attendant option and be sen= t > directly to email. > > - *Voicemail Transcription & Email Distribution:* > > After-hours calls will route to a voicemail system where the caregiver > (CG) is required to provide specific information related to their clock > in/out request. > The voicemail will be transcribed and sent to the designated > office DL list via email (cg-officename@thekey.com), allowing for > efficient record-keeping and oversight. > We ask that frequent after-hours clock-in/out requests will be monitored > and managed to reduce future incidents and ensure adherence to regular > protocols. > > - *Voicemail Menu Options:* > > Callers will hear a brief menu guiding them to choose between clock in/ou= t > assistance or other inquiries. This will streamline calls to the correct > sub-option and minimize confusion. > > - *Menu Structure: Option 3 for CG's* > > *Press 1:* Assistance with Clocking In/Out > *Message:* > "You have reached the clock in/out line. Please leave a message including > the following details: > Your name > The client=E2=80=99s name > Are clocking in or out > The time > Why you are requesting a manual clock in/out > The team will process your request and contact you if any questions arise= . > If you have further concerns, please call back during normal business > hours." > *Option 2:* All Other Caregiver Matters (Directs to MAP) > > - *Message from live representative at MAP* > > "Our apologies; we are unable to process clock-in/out messages on this > line. Please call back, select option 3, and then choose sub-option 1 for > clock in/out requests. For further questions about clocking in or out, > please contact your local team during business hours." > *Key Dates:* > *Go-Live Date:* West 11/7, East 11/8 > > -- > *Abby Cnossen* > Manager of Quality and Service > Call or text: 616-271-8243 > TheKey.com > --00000000000020408d062645377c Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Just my opinion but the clock ins and clock outs should ha= ppen in real time, preferably not leave a message and email the office. Ide= ally these should be handled by some