--000000000000077ad4062645ce8b Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thank you for your feedback Michelle. This process will occur when a caregiver calls the office line after hours because they are unable to clock in or out. A caregiver calling in for assistance clocking in/out would press option 3-1. If a caregiver is calling because they are running late or calling in to their shift they would select option 3-2 and be directed to a live person who would then transfer the call to the individual on-call to handle. Missed clock-ins should continue to be handled by on-call staff in the same way we would during office hours; in real time with calls to client and caregiver to confirm their attendance or identify a no call no show as soon as possible. The change will assist to filter out calls that may be less urgent allowing us to more effectively provide quality service to clients and caregivers. Thank you, *Abby Cnossen* Manager of Quality and Service Call or text: 616-271-8243 TheKey.com On Wed, Nov 6, 2024 at 4:29=E2=80=AFPM Michelle Lemus w= rote: > Just my opinion but the clock ins and clock outs should happen in real > time, preferably not leave a message and email the office. Ideally these > should be handled by someone who physically makes the call and follows up= . > Most of the time the caregiver is arriving late and has not called the > office, the caregiver is just not coming at all and has not called the > office, or they are there with the client and forgot to clock in (best ca= se > scenario). > > On Wed, Nov 6, 2024 at 3:21=E2=80=AFPM Abby Cnossen = wrote: > >> 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 se= nt >> 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 includin= g >> the following details: >> Your name >> The client=E2=80=99s name >> Are clocking in or