--000000000000ca34c106264518b3 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Happy Wednesday Everyone: We are implementing a slight change to our after hours/weekend calls. Effective Thursday for the West and Friday for the East, all caregiver clock in/out calls will go through a new auto attendant option and be sent directly to email. - *Voicemail Transcription & Email Distribution:* After-hours calls will route to a voicemail system where the caregiver (CG) is required to provide specific information related to their clock in/out request. The voicemail will be transcribed and sent to the designated office DL list via email (cg-officename@thekey.com), allowing for efficient record-keeping and oversight. We ask that frequent after-hours clock-in/out requests will be monitored and managed to reduce future incidents and ensure adherence to regular protocols. - *Voicemail Menu Options:* Callers will hear a brief menu guiding them to choose between clock in/out assistance or other inquiries. This will streamline calls to the correct sub-option and minimize confusion. - *Menu Structure: Option 3 for CG's* *Press 1:* Assistance with Clocking In/Out *Message:* "You have reached the clock in/out line. Please leave a message including the following details: Your name The client=E2=80=99s name Are clocking in or out The time Why you are requesting a manual clock in/out The team will process your request and contact you if any questions arise. If you have further concerns, please call back during normal business hours." *Option 2:* All Other Caregiver Matters (Directs to MAP) - *Message from live representative at MAP* "Our apologies; we are unable to process clock-in/out messages on this line. Please call back, select option 3, and then choose sub-option 1 for clock in/out requests. For further questions about clocking in or out, please contact your local team during business hours." *Key Dates:* *Go-Live Date:* West 11/7, East 11/8 --=20 *Abby Cnossen* Manager of Quality and Service Call or text: 616-271-8243 TheKey.com --000000000000ca34c106264518b3 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Happy Wednesday Everyone:=C2=A0 We are = implementing a slight change to our after hours/weekend calls. Effective T= hursday for the West and Friday for the East, all caregiver clock in/out ca= lls will go through a new auto attendant option and be sent directly to ema= il. Voicemail Transcription & Email Distribution: After-hours calls will route to a voicemail system where the ca= regiver (CG) is required to provide specific information related to their c= lock in/out request. The voicemail will be transcribed and sent to the d= esignated office=C2=A0DL=C2=A0list via email=C2=A0( cg-officename@thekey.com ), allowing for efficient r= ecord-keeping and oversight. We ask that frequent after-hours clock-in/o= ut requests will be monitored and managed to reduce future incidents and en=