--0000000000003aef210640194bbb Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thank you for sharing. I believe her note is a reflection on the immense pressure the entire field is under. It is alot! I am going to share with other ELT members (I will remove all names) as it is important everyone has a full understanding of the impact of decisions being made. Thank you! *Melissa Reyes* President of Client Services(916)743-0530 On Wed, Oct 1, 2025 at 6:27=E2=80=AFAM Timothy Thomas wrote= : > Hi Melissa, > > I wanted to forward this email from Malin, one of our Top CSMs. I believe > it's important for you to read and understand the significant pressure ou= r > CSMs are currently experiencing. Malin's candid reflections highlight the > challenges and workload issues our team is facing. > > Thanks > Tim > > > ---------- Forwarded message --------- > From: Malin Maleegrai > Date: Wed, Oct 1, 2025 at 9:23=E2=80=AFAM > Subject: Honest Reflections and a Request for Guidance > To: Timothy Thomas , Diane Mockenhaupt dmockenhaupt@thekey.com> > > > Hi Tim and Diane, > > I hope you=E2=80=99re both doing well. I want to start by saying how much= I > respect and appreciate you both. I=E2=80=99ve been holding back on writin= g this for > some time, but after reading yet another early morning email yesterday at > 5:30 a.m. about winback tasks that added to my growing workload, I realiz= ed > I can=E2=80=99t wait any longer to speak up. > > This isn=E2=80=99t about venting or placing blame =E2=80=94 it=E2=80=99s = about being honest. I=E2=80=99m > reaching out because I=E2=80=99m overwhelmed, and I need help. Things hav= e reached > a point where I=E2=80=99m struggling to keep up, and I=E2=80=99m seriousl= y concerned about > how much more I can carry without compromising the quality of care we=E2= =80=99re > committed to providing. > > I came to TheKey because I believe in what we do. I=E2=80=99m passionate = about > supporting our clients, their families, and our caregivers, and I take > pride in building trust and creating meaningful care plans. But more and > more, I=E2=80=99m being pulled away from that core work and buried under = tasks, > initiatives, and last-minute demands that feel misaligned with my > professional values =E2=80=94 and completely unsustainable. > > Here=E2=80=99s what I=E2=80=99m facing right now: > > - > > A push for 10 visits per week aimed mostly at growing hours, which > leaves little time for meaningful connection, caregiver support, or > retention while still being expected to keep care plans, profiles and > contacts fully up to date. > > - > > Intake requests with minimal notice, like one recently asking me to > travel 1.5 hours for a same-day assessment with just over an hour=E2= =80=99s lead > time. Trying to slow things down or ask for flexibility is often met w= ith > escalation or snarky replies, which is disheartening and exhausting. > > - > > Frequent pilots, added meetings, and mandator