--000000000000d265d30621c40dc6 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable 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 morn= ing. 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 POC or the current caregiver, even when there were no special notes, such as =E2=80=9C= do 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, --=20 *Abby Cnossen* Manager of Quality and Service Call or text: 616-271-8243 TheKey.com --000000000000d265d30621c40dc6 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Tim, I reached out to Renae Soler fo= r some details regarding the Call Center=E2=80=99s performance over the wee= kend. She provided some general feedback and highlighted a specific issue w= ith 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 address= ing her situation until Monday morning. In her general feedback, Rena= e mentioned that the Call Center contacted the on-call staff before reachin= g 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 t= o ask if they should contact the POC or the current caregiver, even when th= ere 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 o= f Quality and Service Call or text: 616-271-8243 TheKey.com --000000000000d265d30621c40dc6--