--94eb2c07eceeaf60f8055d91225b Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable All, Thank you for a great call today, your insight and participation is greatly appreciated. Please find below the topics/questions discussed and the responses and discussion points shared. There were a few topics/questions we were not able to get to. Please have a look at the bottom and respond to me with your answers. I will redistribute on Monday. *Topics/Questions* *Jorge Cordero -* What on-call strategy have you implemented to reduce the burden on office staff and fill emergencies? Kirk rotates on call once every 4 weeks through the internal staff. Mark has put together a tree so that when they call in they get a prompt of options (client care, employee care, emergencies). They have also started using the new ClearCare capability to be able to send a mass message/text to everyone to fill the shift (first come first serve). Finds that this is one of the best features ClearCare has put out in some time. The feature has made it very easy to reach out and fill a shift. Will wants to know if they must have the app or if it goes through email. Jorge shared that it goes through email or text and they can respond to the request either way. Will asked if you must manually fill the shift still if they accept. Jorge shared that yes you must do it manually, but you can see who accepted first in the list. Will is using a company called call management resources out of Columbus. Monday =E2=80=93 Friday after hours and 24/7 on the weekends. The= y take 480 calls per month and about 50% are sent to whoever is on call as an =E2=80=9Cemergency=E2=80=9D. Will has broken up the on call to weekdays (5)= days so they are off the weekend and don=E2=80=99t have 2 full weeks of on call. With t= he call center if it is a care management issue they are patched through to the care manager on call. If it=E2=80=99s a lead they are also patched right th= rough. Tim in Montreal doesn=E2=80=99t have an answering service. He asked about h= ow Will manages the process as it seems like there are on call people for different departments. Will has on call for his care managers and his scheduling people to ensure both sides are covered. He has split it up so it=E2=80=99s= not 7 days in a row of on call. He pays those who are not full time for their time. Tim asked about if the office is open on the weekend, answer no. Tim has someone in on the weekends to try and take away at least one day of =E2= =80=9Con call=E2=80=9D because they are working their job on the weekend. When Will = was experiencing a lot of burn out they spent some time going through the process and figuring out what the cause was and how to address it. They have gotten a lot better at what is driving the calls in and how to better handle that. Jorge wants to know what others are doing with having caregivers on call. Dave in Placer County starts recruiting caregivers on Thursday to build a list of