--0000000000005140b5062f122ca2 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thank you for the clarification. Then that means we need to change the way the policy and procedure is written for orientation purposes because as it states that they should not share this information at no given time hence is why the caregiver called. As I suggested to Sarah if this is the case that he states it's for the in home purposes we have always recommended them purchases baby monitors or walkie talkies. Is this no longer a option anymore On Wed, Feb 26, 2025, 2:38=E2=80=AFPM Timothy Thomas wrote: > Hi Karla, > > I recognize the challenge here. I'm not recommending a change of policy. > In general we do not share our caregivers contact information unless a > client asks and the caregiver approves it. These types of requests should > flow through the CSM. The objective, as you described, is to avoid them > going direct to the CG for scheduling issues. So if this is the case with > this client, we need to coach them on this and hold them accountable with > cancellation charges. > > We are in the customer service business and sometimes have to bend > the rules to appease a client. Retention is key in this environment. > > > > On Wed, Feb 26, 2025 at 2:14=E2=80=AFPM Karla Hodge w= rote: > >> Good evening just reaching out because I had the conversation with Sarah >> about the Kurtzman. I just want to make sure I am crystal clear with I a= m >> asking a caregiver. We are reaching the policy and procedures in >> orientation to not share any personal information with the clients as fa= r >> phone numbers and address. Now I am getting asked to go back and retract >> what I am teaching them to satisfy one client? Or is this going to be >> removed from policy and this can now be for all clients because this is = not >> the first client we have had who has wanted caregivers phone numbers. Al= so >> we are speaking in a POC who never calls with any schedule changes and w= e >> do not charge them when they do not cancel with the office in the requir= ed >> time frame because he calls the caregivers. >> > --0000000000005140b5062f122ca2 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thank you for the clarification.=C2=A0 Then that means we= need to change the way the policy and procedure is written for orientation= purposes because as it states that they should not share this information = at no given time hence is why the caregiver called. As I suggested to Sarah= if this is the case that he states it's for the in home purposes we ha= ve always recommended them purchases=C2=A0 baby monitors or walkie talkies.= Is this no longer a option anymore On Wed, Feb 26, 20= 25, 2:38=E2=80=AFPM Timothy Thomas < tt@= thekey.com > wrote: Hi Karla, I recognize the challenge here. I'= ;m not recommending a change of policy. In general we do not share our care= givers contact information unless a clien