--00000000000025fa210617cfb2a3 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Dear Field Team Leaders, We are reaching out to ensure a seamless experience for our clients and caregivers when they contact us. To maintain consistency in lead flow, we're streamlining our Auto Attendant options. EFFECTIVE May 7th, the #1 (New Clients) option will be exclusively reserved for New Client calls. This adjustment aims to optimize our communication channels and ensure prompt assistance for all inquiries. All CGs selecting Option #1(New Clients) will be redirected to Option #3 (Caregiver Calls). Teams must make sure they have coverage to answer Option #3 (CG Calls) at all times in the office so that we are providing excellent service for our CGs. Here are the steps we're taking and how we require your assistance: May 7th @ 8am PST: Messaging to Caregivers: Our Corporate Team will send out a Text message to all caregivers, informing them of this change. The message will state the following: Effective immediately, when calling TheKey option #1 will no longer have the capability to support caregiver needs. If you select option #1, you will be redirected to call back and press option #3 to receive assistance. By selecting option #3 you will be directed to the local office who can support your needs. May 7th: Field Team Members MUST begin messaging to Caregivers: All field team members who currently answer =E2=80=9CNew Client/Intake=E2= =80=9D calls today should redirect caregivers using the following script: "You have reached our new client line. Please call back and select option 3 for Caregiver Assistance. This will direct you to the correct team who will handle your concerns.=E2=80=9D" May 7th: Call Center will begin messaging to CG's pressing Option #1: Our Call Center will also adopt the same script when addressing callers who select option #1 in error. They'll guide them to select option #3 instead. Messaging as follows: =E2=80=9CYou have reached our new client line. Please call back and select = option 3 for Caregiver Assistance. This will direct you to the correct team who will handle your concerns.=E2=80=9D Thank you for your continued dedication to providing exceptional service. Together, we can ensure a smooth experience for both our clients and caregivers. Tiffany Silton Director, Division Operations * Please note my email has changed: * tsilton@thekey.com (760) 889-2188 TheKey.com [image: TheKey] --00000000000025fa210617cfb2a3 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Dear Field Team Leaders, We are reaching out to ensure a seamles= s experience for our clients and caregivers when they contact us. To maint= ain consistency in lead flow, we're streamlining our Auto Attendant opt= ions. E= FFECTIVE May 7th , the #= 1 (New Clients) option will be exclusively reserved for New Client calls. T= his adjustment aims to optimize our communication channels and ensure promp=