--001a114941386009160548942bfe Content-Type: multipart/alternative; boundary=001a114941386009140548942bfd --001a114941386009140548942bfd Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: quoted-printable Tim 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. Barbara On Wed, Feb 15, 2017 at 10:05 AM, Tim Thomas wrote: > Hi Barbara, > > 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 takin= g > the time to connect with the client. This is something we=E2=80=99re wor= king 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 th= e > clients about Maria. She is incredibly devoted to them and she makes > herself available to them anytime or day. > > Just to let you know, here=E2=80=99s some of the things we are planning t= o 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. T= he 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. S= he > can do better in this area. We will also begin tracking retention for= each > of them separately while sharing what=E2=80=99s 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 a= re > 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 orient= ation > and conducting two sessions minimum per month. The training material = will > be much more comprehensive with greater emphasis on BCM as the corners= tone > of our care plans. > - At the same time, all new hires will be better screened and > classified according to our client requirements. We=E2=80=99ve even d= eveloped a > report card covering various skill sets and personality characteristic= s > that will help us rank them. This will improve the client match and h= elp > us ensure we send the right caregiver. > > > I=E2=80=99ll keep you posted. > > *Tim Thomas* >