Important Update: Enhancing Client Care through Strategic Transition

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Enhancing Client Care through Strategic Transition

Dear Team,

We are sharing an important update that reflects our commitment to
enhancing the quality of care we provide to our clients and empowering our
local teams to deliver personalized services.

Strategic Shift in Client and Caregiver Call Handling

As part of our ongoing efforts to strengthen the connection between our
clients and the local teams who understand their needs best, we have
decided to transition all after-hours client and caregiver call handling
from the Contact Center to our Local Offices. This strategic change will
allow us to provide more responsive and personalized service, ensuring that
our clients and caregivers receive the highest level of care and support.

The Contact Center will continue to play a vital role in Intake Management,
supporting our Inside Sales and Regional Intake teams.

Benefits of the Transition

This transition is designed to enhance our ability to serve our clients by
enabling local teams to manage their needs more directly. By bringing call
handling closer to the source of care, we anticipate a more seamless and
efficient experience for our clients. This change will also empower our
local teams to take greater ownership in delivering the exceptional care we
are known for.

Phased Transition Process

To ensure a smooth transition, we will be implementing this change in
phases:

   -

   Some sites will transition immediately.
   -

   The remaining sites will transition in waves over the next 90 days.

We will provide detailed information and support throughout the transition
process to ensure that all teams are fully prepared.

Impact on the Contact Center

As we shift after-hours call handling to our local offices, there will be
reductions in the Contact Center staff. We are committed to providing
necessary support to all impacted employees and will manage this transition
thoughtfully.

Support and Resources

Please know that we are here to support you during this transition. If you
have any questions or concerns, I encourage you to reach out to your
Regional Director of Operations. We are committed to ensuring that you have
the resources you need to continue delivering the outstanding care our
clients deserve.

Thank you for your dedication to our clients and your ongoing commitment to
excellence. Together, we will continue to provide care with love and
empower our local teams to make a meaningful impact.

Thank you,

Duke Jarboe

Manager Employee Communications | TheKey

thomas.jarboe@thekey.com

619.459.2715

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TheKey

https://thekey.com/