Thank you. I appreciate all of the details and notes. It helps to have
something to reference.
Have a nice weekend.
Michelle Lemus
Caregiver Manager
The Key
On Fri, Feb 27, 2026 at 9:49 AM Melissa Caltagirone <mcaltagirone@thekey.com>
wrote:
> Thank you
>
> Melissa Caltagirone
>
>
> Gestionnaire des Aides-Soignants / Caregiver Manager
>
>
> *514 907 5065*
>
>
> TheKey.ca <https://thekey.ca/>
>
>
> [image: TheKey]
>
>
>
> On Fri, Feb 27, 2026 at 10:40 AM Daisy Cerrillo <dcerrillo@thekey.com>
> wrote:
>
>> Thank you Emily!
>>
>> *Daisy Cerrillo*
>> Staffing Supervisor | *TheKey*
>> Mobile: (650) 690-0339
>> Office Line : (650) 462-6900
>>
>>
>> On Fri, Feb 27, 2026 at 7:37 AM Tracy Jackson <tracyj@thekey.com> wrote:
>>
>>> Thank you
>>> * Tracy Jackson *
>>> *Caregiver Manager*
>>> * Please note my email has changed: *
>>> tracyj@thekey.com <https://brand.thekey.com/esg/tracyj@thekey.com>
>>> Office: 703-746-8084
>>> Direct: *703-472-1759*
>>> 8x8: *703-661-9119*
>>> After Hours: *410-989-2241*
>>> Fax: *301-654-1387*
>>> TheKey.com <https://www.thekey.com/>
>>> [image: TheKey] <https://homecareassistance.com/>
>>>
>>>
>>> On Fri, Feb 27, 2026 at 9:56 AM Emily Kraeter <emily.kraeter@thekey.com>
>>> wrote:
>>>
>>>> Good morning!
>>>>
>>>> See below for a summary of some of the questions asked during
>>>> yesterday's calls. You can also watch a recording of the second call
>>>> here.
>>>> <https://drive.google.com/file/d/1u4wmvx2-LxxMEgitUk47B6-z9e12c5AB/view?usp=sharing>
>>>>
>>>> Topic/Question
>>>>
>>>> Answer/Clarification Provided
>>>>
>>>> Scheduled Shift Completion (SSC) Metric
>>>>
>>>> Clarification on why the SSC metric can exceed 100%.
>>>>
>>>> Exceeding 100% is possible because the 100% goal is set at 95%
>>>> completion, meaning performance can be higher than the target.
>>>>
>>>> Clarification on what the SSC metric includes/excludes regarding
>>>> canceled shifts.
>>>>
>>>> The SSC metric looks at completed shifts and specifically excludes any
>>>> shifts canceled by the client, focusing only on shifts canceled by the
>>>> caregiver.
>>>>
>>>> Specific scenarios of caregiver call-outs and subsequent client
>>>> cancellations coding and counting.
>>>>
>>>> Several CGMs shared examples of scenarios they had questions about. The
>>>> data team is validating specific coding scenarios and providing feedback.
>>>>
>>>> Financial/Paid Hours Metrics
>>>>
>>>> How non-billable paid hours (e.g., training, travel time) factor into
>>>> the metrics.
>>>>
>>>> If they are paid hours, they should flow through the system and be
>>>> included in the metrics.
>>>>
>>>> Whether paid hours update after daily shift completion or weekly after
>>>> payroll run is finalized.
>>>>
>>>> Paid hours are continually updating every day from Wells Sky. CG Margin
>>>> is updated follwing the payroll run.
>>>>
>>>> Caregiver Margin Goals & Payouts
>>>>
>>>> What are the site-specific Caregiver Margin goals?
>>>>
>>>> Goals were established as a range from 46% to 51% to account for
>>>> site-specific factors like lower bill rates and high live-in volume, and
>>>> are forthcoming from regional directors.
>>>>
>>>> Differences in reporting for live-in billed hours versus hourly billed
>>>> hours, as some managers exclusively staff live-in clients.
>>>>
>>>> Live-in volume was assessed based on Q4 performance, and live-in
>>>> staffing managers would be treated similarly to other groups.
>>>>
>>>> Do individuals need to hit all three measures to receive a payout?
>>>>
>>>> No; qualifying for just one measure translates to receiving dollars for
>>>> that specific metric.
>>>>
>>>> Dashboard & Role Application
>>>>
>>>> How the metrics apply to a Caregiver Manager role assigned clients, not
>>>> specific caregivers.
>>>>
>>>> Caregiver Margin is a site-level goal. The other two individual
>>>> metrics (Caregiver Hours Billed and Scheduled Shift Completion) roll
>>>> up the performance (paid hours and SSC) for all clients tied to that
>>>> caregiver manager.
>>>>
>>>> When will the new dashboards be ready?
>>>>
>>>> The target release is today, after which an email with the link and
>>>> access guidance will be sent.
>>>>
>>>> How multi-site data will be displayed for employees who work across
>>>> multiple sites.
>>>>
>>>> The team is working to accurately display multi-site data in the
>>>> dashboard.
>>>>
>>>> On Thu, Feb 26, 2026 at 5:35 PM Emily Kraeter <emily.kraeter@thekey.com>
>>>> wrote:
>>>>
>>>>> Thank you all for your time today. Attached is the latest version of
>>>>> the CGM/Staffing Plan Summary we reviewed during the calls. Several of you
>>>>> asked great questions during the sessions today. I will consolidate them
>>>>> and send them out tomorrow along with a recording of the webinar.
>>>>>
>>>>> In the meantime, please send any additional questions so we can get
>>>>> them answered.
>>>>>
>>>>> Have a great night!
>>>>>
>>>>> --
>>>>>
>>>>> *Emily Kraeter*
>>>>> Chief People Officer | *TheKey*
>>>>>
>>>>> [image: TheKey]
>>>>>
>>>>
>>>>
>>>> --
>>>>
>>>> *Emily Kraeter*
>>>> Chief People Officer | *TheKey*
>>>>
>>>> [image: TheKey]
>>>>
>>>