Rough Draft of Existing Client SLA

Hi team!

I wanted to socialize this rough draft of the existing client SLA prior to
roll out.  We plan on rolling this out on Wednesday at the RD meeting, but
I wanted everyone to have an opportunity to look prior to the rollout.
Please reference the communication plan that I sent out as to how this
rollout will be handled.

You will see that I will place a meeting on your calendar 2 weeks and 30
days after the date of rollout so that we can discuss what is working and
what is not working.  Keep in mind that this is not the full process but
the overview and minimum expectation.

Service Level Agreement: Existing Client Experience

Start of Care (Shared Key Point) Care Solutions and Client Success Managers

   -

   Client Success Manager will contact the client prior to start of care to
   introduce themselves and confirm the start date and tasks for the first
   shift.  *
   -

   A Client Success Manager will be present at the start of care for
   Elephant Clients (if a success manager is not available, another team
   member should be appointed to complete the introduction). Client success
   manager will schedule the first introduction for

all Turtle clients. Cheetah intros can be conducted over the phone prior to
the start of shift, if possible. No introductions will be completed for
Bee’s *

Start of Care Follow Up:

   -

   Client Success Manager will create Clear Care Tasks for required visits
   and assign visits to future dates (Job Aide)

   -

   Client Success Manager (RN Client Success Manager in regulated states)
   will update the tasks and Care Plan in Clear Care after the Start of Care
   Introduction. CG Introduction will be logged in Clear Care with a “CG
   Intro” tag. *
   -

   Client Success Manager will conduct the 1st follow up (Phone Call or In
   person) with the Client and/or POA, no later than 24 hours after the first
   shift is complete for elephant, turtle and cheetah clients.
   -

   Client Success Manager will conduct a 2nd follow up (In person) within
   the initial 7 days of services for elephant and turtle clients.
   -

   Client Success Manager will conduct a 3rd follow up (Phone Call)  with
   the POA or primary POC within the first 14 days for elephant and turtle
   clients.
   -

   All follow ups to be documented in Clear Care using the “Follow Up” tag,
   within 24 hours as well as updates to Care Plan and tasks within 24 hours. *

Quality Assurance Visits (QA):

   -

   Client Success Managers will conduct an in-person visit every 30 days
   for all Elephant clients (or more frequently if required by state
   regulations).
   -

   Client Success Manager (RN Client Success Manager)  will conduct an
   in-person visit every 90 days for all Turtle clients (or as required by
   state regulations).
   -

   Cheetahs will only require a visit if a change in condition occurs or an
   increase in hours is needed (changing them to long term status)
   -

   No QA visits will be completed for Bee’s.  (unless required by state
   regulations)
   -

   When conducting a QA visit, Client Success Managers will place a shift
   in the client profile, add themself to the shift (shift will be
   non-billable and non-payable).
   -

   Client Success Manager/RN Client Success Managers will log each QA visit
   or Reassessment under Activity note in Clear Care with “QA Visit” or
   “Reassessment” tagged to the note.*
   -

   Updated Care Plan date will be placed in the “Care Goals” section of
   Clear Care. The Care Plan and tasks updated 24 hours after QA/Reassessment
   visit.

Communication:

   -

   Client communication expectations

   -

   Communication for Call outs
   -

   Updates for clients
   -

   Satisfaction proactive touch points

Service Quality/Recovery:

   -

   Regional Client Success Managers are responsible for monitoring the
   Medallia survey results as well as the SLI’s daily.
   -

   Regional Client Success Managers will ensure the plan of correction for
   Medallia detractors and SLI’s are documented within 48 hours.

   -

   Medallia Surveys:  Daily Review of Medallia surveys, If a survey
   reflects dissatisfaction (Score of 6 or lower) same day communication with
   a plan of correction is required.
   -

   Analytics Dashboard:  Client/Caregiver match satisfaction dashboard
   -

   Service Level Intervention (SLI) Review:  Client Success Managers will
   review the SLI’s daily in Salesforce and communicate a plan of correction
   by the end of the day.
   -

   Regional Client Success managers as well as Client Success Managers will
   follow the SLI SOP
   <https://docs.google.com/document/d/1mRw2AacJmWW9mukN3e4O6CugWTFE9Hs5DCUeEdM_lls/edit?usp=sharing>.
   *
   -

   Client Success Manager will notify Staffing Manager/Staffing Specialist
   if a Satisfaction Guarantee is needed.  They will then follow the
Satisfaction
   Guarantee Job Aide
   <https://docs.google.com/document/d/1FET9KFMxEL-22QXdtqathhLn_kQ899jwsjBFwk07lus/edit>
   *
   -

   Any time a client is dissatisfied with services, Regional Client Success
   Manager is to follow the Service Recovery Process
   <https://docs.google.com/document/d/17a8586lR45eqvECqghLxK8PBbGPtnLxo/edit?usp=sharing&ouid0419005530555483513&rtpof=true&sd=true>
   -

   Regional Client Success Manager will audit and review all satisfaction
   results with the Client Success team, weekly

Audra Williams
Director, Divisional Operations
*Please note my email has changed:*
audraw@TheKey.com <https://brand.thekey.com/esg/Audra.Williams@TheKey.com>
(425) 757-7027
TheKey.com <https://www.thekey.com/>
[image: TheKey] <https://homecareassistance.com/>