--000000000000a2b84c05ed3ab00d Content-Type: text/plain; charset="UTF-8" Sure, preferably in the afternoon. Just let me know what time is good for you. Sincerely, *June Lapointe* Home Care Assistance On-call Manager Office: 519-954-2111 Direct Line: 519-954-2113 On Fri, Nov 11, 2022 at 6:56 PM Timothy Thomas wrote: > Hi June, > > Thank you for reaching out i apologize for not having spoken to you > sooner. Its just been a hectic month. > > Can we connect on monday to discuss these issues in depth? > > On Fri, Nov 11, 2022 at 6:47 PM June Lapointe > wrote: > >> Good Afternoon Tim, >> >> Being my new boss and with all the changes going on, I would have >> expected you to reach out to me to see how things were going after a month >> or so. Perhaps the reason is that you figured if you didn't hear from me, >> everything is running smoothly. >> >> Well, I am now reaching out to you to let you know that things are not. >> >> We've given A365 a chance to see if it works. It makes more work for the >> person on-call and delays response times by having to call the >> caregiver/client back. On some occasions, people have not picked up the >> phone when I returned their call (within minutes of getting the call from >> A365) which has caused problems getting efficient care to clients. >> >> We also don't know how much time it takes for an agent to get the call, >> gather the information (which is often not correct as they do not confirm >> spelling of names and strictly go by phonetics causing even more confusion >> and delay), pass it along to dispatch, dispatch contacts the on-call >> manager and the on-call manager returns the call. This seems like such a >> waste of time. >> >> I fear we are going to lose much business from facilities as they are >> extremely frustrated by this process. I know Park Ave., Tansley Woods and >> Community Living are not happy, for example. >> >> Also, 64 hours of on-call straight is now too much with the added office >> of Toronto. As soon as I signed my offer letter of working 12 hours on >> Saturday and Sunday, it got switched back to 24 hours. It is extremely >> mentally exhausting and results in sleep deprivation due to calls coming in >> at all hours especially on long weekends. >> >> And, of course, we all know that TheKey app is not working properly. >> >> I am hoping my concerns will be taken into consideration, especially >> having a middleman in the form of a call centre. >> >> Sincerely, >> *June Lapointe* >> Home Care Assistance >> On-call Manager >> Office: 519-954-2111 >> Direct Line: 519-954-2113 >> > -- > Tim Thomas > Head of Canada Division > *Please note my email has changed:* > tt@TheKey.com > (514) 591-9387 > TheKey.com > [image: TheKey] > --000000000000a2b84c05ed3ab00d Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Sure, preferably in the afternoon. Just let me know what t= ime is good for you. Sincere= ly, June Lapointe Home Care Assistance On-call Manager Office: 5