Hello Tim,
Thank you for the response. I will be in the office tomorrow. Please let me
know when and I will be available.
My best wishes,
Claire
*Claire McCorquodale*
*Client Success Manager *
*office (416) 488 8777*
*mobile (437) 217 5358*
*claire.mccorquodale@thekey.com <claire.mccorquodale@thekey.com>*
*Thekey.Ca <http://Thekey.Ca>*
[image: TheKey]
On Wed, Sep 25, 2024 at 3:23 PM Timothy Thomas <tt@thekey.com> wrote:
> Hi Claire.
>
> Let me know when you’re free to speak tomorrow.
>
> Thanks.
>
> On Wed, Sep 25, 2024 at 1:59 PM Claire McCorquodale <
> claire.mccorquodale@thekey.com> wrote:
>
>>
>> Hello Tim,
>>
>> I hope you are keeping well and looking forward to seeing you on your
>> visit to the Toronto office.
>> There was a recent occurrence with my general manager Timon Page that has
>> prompted my questioning into the Client Success manager role clarification.
>>
>> I have had 2 newly hired caregivers who on their first cases and first
>> day of service were not up to the standards of TheKey. The first cg
>> resulted in us losing the case. I stepped in immediately and provided
>> cg/psw support myself to try and save this case.I spent an upwards of 6 hrs
>> providing hands on care . Duties such as laundry, kitchen duties,
>> housekeeping, support with showering and personal care, assistance with
>> dressing, wound care assistance with dressing changes, assistance with oral
>> meds. I hold an inactive RN license so was not covered but I wanted to
>> try and save this case and ensure the client was looked after to TheKey's
>> standards.
>>
>> The 2nd cg showed up sick for her shift , she reported her sore throat
>> to the client who was a fresh post op client.. The client then asked her to
>> leave. The cg did not notify staffing or myself of any illness and I spoke
>> to her late last pm to review the case as I was supposed to do a cg intro
>> and case review this am with her. I was notified of the cg illness by
>> the night duty cg who was waiting to be relieved by the new sick cg. I
>> notified staffing by Slack as soon as I was aware and decided to support
>> the client and my staff /team by filling in until a new cg could be
>> staffed. I stepped in to provide care /support with PO med
>> administration, positioning in bed, laundry., tidying of kitchen , and prep
>> some light food. I did this to save this case and provide the standard of
>> care which this client and her family expected.
>>
>> I kept Timon Page up to date by Slack and phone call as this was
>> developing.
>> Staff were able to provide an excellent psw to support this client.
>>
>> This morning once back in the office, I called Timon Page to discuss
>> that I have had 2 newly recruited cg's from the same recruiter and I was
>> concerned regarding recruiting strategies and screening.
>> I was asked by Timon " what do I want to do about this " and I replied
>> that "I would like the general manager to work with the recruiter to follow
>> up and prevent poor recruits". I stated that I am a CSM and that my role
>> does not involve dealing with recruiting issues or managing recruiters.
>> I also stated that my CSM duties do not cover hands on cg/psw support
>> but that I did this to support the client and team ,2x now. I said that
>> there is nowhere stipulated in my contract that I provide hands on care.
>> Timon stated " this is part of 'care management' and if this is how you
>> feel send it to me in an email". I have reviewed my contract offer and the
>> job posting from TheKey and nowhere reflects that I provide hands-on care.
>>
>> It is not easy for me to have to stand up to my general manager, nor
>> have to report to you, my Director.
>> I love my job and team but am not prepared to be mistreated and harassed.
>> I have previously reported to you abusive , harassing behaviors that
>> have been demonstrated towards me by Timon.
>> I was subjected again to harassment and mistreatment. This was witnessed
>> by my colleague who was in-office with me.
>>
>>
>> I understand you are busy and I appreciate your time to consider this
>> matter.
>>
>> Best regards,
>>
>> Claire
>>
>>
>> *Claire McCorquodale*
>> *Client Success Manager *
>> *office (416) 488 8777*
>> *mobile (437) 217 5358*
>> *claire.mccorquodale@thekey.com <claire.mccorquodale@thekey.com>*
>>
>> *Thekey.Ca <http://Thekey.Ca>*
>> [image: TheKey]
>>
>