--000000000000b9d0510621c47fba Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Understood. On Tue, Sep 10, 2024 at 10:14=E2=80=AFAM Timothy Thomas wro= te: > Thanks Abby > > Can you keep a close eye on this moving forward? I'm trying to determine > if this is an isolated case or systemic given the recent changes. > > On Tue, Sep 10, 2024 at 9:43=E2=80=AFAM Abby Cnossen wrote: > >> Hi Tim, >> >> I reached out to Renae Soler for some details regarding the Call Center= =E2=80=99s >> performance over the weekend. She provided some general feedback and >> highlighted a specific issue with a Chicago client, Mary W. >> >> The call for Mary W. came in on Sunday at 6:44 PM, but Renae believes th= e >> Call Center didn=E2=80=99t start addressing her situation until Monday m= orning. >> >> In her general feedback, Renae mentioned that the Call Center contacted >> the on-call staff before reaching out to the POC and seemed to require a >> lot of guidance to follow standard procedures. For instance, they would >> reach out to her during a 24/7 case to ask if they should contact the PO= C >> or the current caregiver, even when there were no special notes, such as >> =E2=80=9Cdo not contact POC=E2=80=9D or =E2=80=9CVIP client.=E2=80=9D >> >> I hope this information is helpful. Let me know if you need any further >> clarification. >> >> Best, >> -- >> *Abby Cnossen* >> Manager of Quality and Service >> Call or text: 616-271-8243 >> TheKey.com >> > --=20 *Abby Cnossen* Manager of Quality and Service Call or text: 616-271-8243 TheKey.com --000000000000b9d0510621c47fba Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Understood.=C2=A0 = On Tue, Sep 10, 2024 at 10:14=E2=80= =AFAM Timothy Thomas < tt@thekey.com = > wrote: Thanks Abby Can you keep a close eye on thi= s moving forward? I'm trying to determine if this is an isolated case o= r systemic given the recent changes.=C2=A0 On Tue, Sep 10, 2024 at= 9:43=E2=80=AFAM Abby Cnossen < acnossen@thekey.com > wrote: Hi Tim, I reached out to Renae Soler for some details regarding the Call Center= =E2=80=99s performance over the weekend. She provided some general feedback= and highlighted a specific issue with a Chicago client, Mary W. The = call for Mary W. came in on Sunday at 6:44 PM, but Renae believes the Call = Center didn=E2=80=99t start addressing her situation until Monday morning. In her general feedback, Renae mentioned that the Call Center contact= ed the on-call staff before reaching out to the POC and seemed to require a= lot of guidance to follow standard procedures. For instance, they would re= ach out to her during a 24/7 case to ask if they should contact the POC or = the current caregiver, even when there were no special notes, such as =E2= =80=9Cdo not contact POC=E2=80=9D or =E2=80=9CVIP client.=E2=80=9D I = hope this information is helpful. Let me know if you need any further clari= fication. Best, -- Abby Cnoss