--0000000000009d5a8d063286e854 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Sharing with you all what my GM voiced to me that I encouraged they put in writing. Then I sent to Melissa. If you have any GMs with similar sentiments that can put it into words well I think the more feedback we share in advance the better. Beth Ann Rosario *Senior Regional Director Southeast * *919.899.5543* [image: TheKey] ---------- Forwarded message --------- From: BethAnn Rosario Date: Fri, Apr 11, 2025 at 4:08=E2=80=AFPM Subject: Fwd: New On-Call plan Concerns To: Melissa Reyes Hi Melissa, I wanted to share Darryl's concerns with you because they reflect the sentiments of all the General Managers in my region. My entire team has collaborated and discussed at length how to proactively anticipate problems and make this transition as seamless as possible. As Darryl mentioned, regardless of the new process or outcome, we are committed to doing whatever it takes for our clients in the Southeast, and we will do so with positive intent. However, I also believe I would be doing my team a disservice if I didn't escalate these concerns. Thanks! Beth Ann Rosario *Senior Regional Director Southeast * *919.899.5543* [image: TheKey] ---------- Forwarded message --------- From: Darryl Williams Date: Fri, Apr 11, 2025 at 1:12=E2=80=AFPM Subject: New On-Call plan Concerns To: BethAnn Rosario Cc: Mae Moses Beth Ann, I am 100% committed to Thekey, my team members, and clients. I have been flexible and adaptable to many philosophies, roles, and team structures and will continue to be. However, the new on call plan is extremely disheartening. On call is staffing and staffing requires critical thinking and local knowledge of clients, caregivers, care plans, VIP clients, and facility requirements. Our teams have worked diligently to build on call relationships and knowledge, and to lose that is frustrating and dangerous. I am personally accountable to my team and clients to provide 24/7 white glove premium service. The new on call plan does not provide the appropriate support or knowledge to provide the level of service we have promised our clients and caregivers. I am tasked to retain and grow client revenue and provide a positive caregiver experience. In my opinion, the new on call plan is in direct contrast to my goals. I have Tier 1 critical need clients with complex care plans that our teams have committed to support. I expect client dissatisfaction and cancellations when the new on call is in effect. I expect our CGM and CSM teams to spend significant time "putting out fires" most mornings in their already busy schedules. The HCL's that support my offices are already frustrated with current on-call coverage and have voiced we are not providing the support promised, and I expect the new plan to further exacerbate that dissatisfaction. I will follow the process and procedures and do my very best to personally support after hours on call to pre