--0000000000007dd26f05f77d47bd Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable 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 th= e 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 the 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 being = 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 the support, it=E2=80=99s imperative client success is able to conduct the asse= ssment 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 next= week but available by phone all week. Please know we fully support all the efforts by the HCL=E2=80=99s and will = 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 new 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 accou= nts, 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 the Client Care > Manager need assistance closing the business > 3. > > If the Client Care Manager is unable to complete the assessment > in a timely manner and the HCL believes the prospect could be lo= st if there > is a delay in assessment, it is the HCL=E2=80=99s responsibility= to complete the > assessment themselves > 3. > > Complete client assessments from business referrals as needed > 4. > > Ultimately, the responsibility of the close of your business in > order to