--0000000000007e687b06213f28b6 Content-Type: multipart/alternative; boundary="0000000000007e687906213f28b5" --0000000000007e687906213f28b5 Content-Type: text/plain; charset="UTF-8" [image: image] 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 [image: Instagram] [image: Facebook] [image: LinkedIn] TheKey https://thekey.com/ --0000000000007e687906213f28b5 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable @media only screen { .gmail-purZT-AhqUyc-II5mzb { width: 100%; } .gmail-purZT-AhqUyc