--Apple-Mail=_47A504F5-5CF7-475E-ACB2-40776FA9902B Content-Transfer-Encoding: quoted-printable Content-Type: text/plain; charset=utf-8 I appreciate the feedback Barbara. Tim Thomas Home Care Assistance (Montr=C3=A9al) 4464 Ste. Catherine Ouest Westmount, Qu=C3=A9bec H3Z 1R7 Tel: 514 907 5065 <> Fax: 514 907 5067 <>=20 tthomas@homecareassistance.com www.homecareassistancemontreal.ca www.facebook.com/hcamontreal www.twitter.com/hcamontreal > On Feb 15, 2017, at 11:28 AM, Barbara Schuh = wrote: >=20 > Tim >=20 > Sounds like a great plan and I think it will help for Timothy and = Maria to work together. One of the reasons for my comment on Maria was = feedback received from the CCM call. Another franchisee commented on = her demeanor as being abrasive and limited in her thinking. It reminded = me of my visit to the client who did not want her there and Maria = ignored her wishes. I agree that Maria is a hard worker and helping her = develop stronger EQ will benefit both her and her work with clients. = Timothy - you will be a great mentor for her. =20 >=20 > Barbara >=20 > On Wed, Feb 15, 2017 at 10:05 AM, Tim Thomas = > = wrote: > Hi Barbara, >=20 > No, I=E2=80=99ve not considered replacing her. Maria is very driven = and probably the hardest worker I know. At times, this can be at the = expense of taking the time to connect with the client. This is = something we=E2=80=99re working on. Her assessment to client rate is = excellent at 92% and as I said on the call, we are examining every = element of the chain that can influence retention, including this issue. = Despite this, we get rave reviews by the clients about Maria. She is = incredibly devoted to them and she makes herself available to them = anytime or day. =20 >=20 > Just to let you know, here=E2=80=99s some of the things we are = planning to address retention: > This week Timothy will assume the temporary role of a second Care = Manager and take approximately one-third of Maria=E2=80=99s clients. The = plan is to hire a second CCM when revenue hits $300M/month.Timothy will = work with Maria initially, both as a learning exercise but also as a = direct way of coaching her in the ways of adding value for the client = and family. She can do better in this area. We will also begin = tracking retention for each of them separately while sharing what=E2=80=99= s working and what isn=E2=80=99t. > We are taking our client rate up (approx. 4%) so we can pay our = caregivers more and attract and hold a better quality caregiver. We are = also going to give our premier caregivers an additional raise. > We=E2=80=99re in the process of a major revision to our caregiver = training/orientation. We will be doubling the time we spend on = orientation and conducting two sessions minimum per month. The training = material will be much more comprehensive with greater emphasis on BCM as = the cornerstone of our care plans. > At the same time, all new hires will be better screened and classified = according to ou