Sure, preferably in the afternoon. Just let me know what time is good for
you.
Sincerely,
*June Lapointe*
Home Care Assistance
On-call Manager
Office: 519-954-2111
Direct Line: 519-954-2113
On Fri, Nov 11, 2022 at 6:56 PM Timothy Thomas <tt@thekey.com> wrote:
> Hi June,
>
> Thank you for reaching out i apologize for not having spoken to you
> sooner. Its just been a hectic month.
>
> Can we connect on monday to discuss these issues in depth?
>
> On Fri, Nov 11, 2022 at 6:47 PM June Lapointe <jlapointe@thekey.com>
> wrote:
>
>> Good Afternoon Tim,
>>
>> Being my new boss and with all the changes going on, I would have
>> expected you to reach out to me to see how things were going after a month
>> or so. Perhaps the reason is that you figured if you didn't hear from me,
>> everything is running smoothly.
>>
>> Well, I am now reaching out to you to let you know that things are not.
>>
>> We've given A365 a chance to see if it works. It makes more work for the
>> person on-call and delays response times by having to call the
>> caregiver/client back. On some occasions, people have not picked up the
>> phone when I returned their call (within minutes of getting the call from
>> A365) which has caused problems getting efficient care to clients.
>>
>> We also don't know how much time it takes for an agent to get the call,
>> gather the information (which is often not correct as they do not confirm
>> spelling of names and strictly go by phonetics causing even more confusion
>> and delay), pass it along to dispatch, dispatch contacts the on-call
>> manager and the on-call manager returns the call. This seems like such a
>> waste of time.
>>
>> I fear we are going to lose much business from facilities as they are
>> extremely frustrated by this process. I know Park Ave., Tansley Woods and
>> Community Living are not happy, for example.
>>
>> Also, 64 hours of on-call straight is now too much with the added office
>> of Toronto. As soon as I signed my offer letter of working 12 hours on
>> Saturday and Sunday, it got switched back to 24 hours. It is extremely
>> mentally exhausting and results in sleep deprivation due to calls coming in
>> at all hours especially on long weekends.
>>
>> And, of course, we all know that TheKey app is not working properly.
>>
>> I am hoping my concerns will be taken into consideration, especially
>> having a middleman in the form of a call centre.
>>
>> Sincerely,
>> *June Lapointe*
>> Home Care Assistance
>> On-call Manager
>> Office: 519-954-2111
>> Direct Line: 519-954-2113
>>
> --
> Tim Thomas
> Head of Canada Division
> *Please note my email has changed:*
> tt@TheKey.com <Tim.Thomas@TheKey.com>
> (514) 591-9387
> TheKey.com <https://www.thekey.com/>
> [image: TheKey] <https://www.thekey.com/>
>