--000000000000e718b805ed3a83bf Content-Type: text/plain; charset="UTF-8" Good Afternoon Tim, Being my new boss and with all the changes going on, I would have expected you to reach out to me to see how things were going after a month or so. Perhaps the reason is that you figured if you didn't hear from me, everything is running smoothly. Well, I am now reaching out to you to let you know that things are not. We've given A365 a chance to see if it works. It makes more work for the person on-call and delays response times by having to call the caregiver/client back. On some occasions, people have not picked up the phone when I returned their call (within minutes of getting the call from A365) which has caused problems getting efficient care to clients. We also don't know how much time it takes for an agent to get the call, gather the information (which is often not correct as they do not confirm spelling of names and strictly go by phonetics causing even more confusion and delay), pass it along to dispatch, dispatch contacts the on-call manager and the on-call manager returns the call. This seems like such a waste of time. I fear we are going to lose much business from facilities as they are extremely frustrated by this process. I know Park Ave., Tansley Woods and Community Living are not happy, for example. Also, 64 hours of on-call straight is now too much with the added office of Toronto. As soon as I signed my offer letter of working 12 hours on Saturday and Sunday, it got switched back to 24 hours. It is extremely mentally exhausting and results in sleep deprivation due to calls coming in at all hours especially on long weekends. And, of course, we all know that TheKey app is not working properly. I am hoping my concerns will be taken into consideration, especially having a middleman in the form of a call centre. Sincerely, *June Lapointe* Home Care Assistance On-call Manager Office: 519-954-2111 Direct Line: 519-954-2113 --000000000000e718b805ed3a83bf Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Good Afternoon Tim, Being my new boss a= nd with all the changes going on, I would have expected you to reach out to= me to see how things were=C2=A0going after a month or so. Perhaps the reas= on is that you figured if you didn't hear from me, everything is runnin= g smoothly. Well, I am now reaching out to you to = let you know that things are not. We've given = A365 a chance to see if it works. It makes more work for the person on-call= and delays response times by having to call the caregiver/client back. On = some=C2=A0occasions, people have not picked up the phone when I returned th= eir call (within minutes of getting the call from A365) which has caused pr= oblems getting efficient care to clients.=C2=A0 We= also don't know how much time it takes for an agent to get the call, g= ather the information (which is often not correct as they do not confirm sp= elling of names and strictly go by pho