--000000000000879d6a0646687afb Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Emily and Tim! I had a productive on-site visit in Milwaukee with Amelia and the team on Thursday. We held a team meeting to introduce Amelia, review what is working well ,and identify key opportunities. The primary challenge raised was the CG pool in Milwaukee. While progress has been made, there remains significant opportunity for improvement. We met 1:1 with Ashley (CSM) to reinforce the importance of openly sharing challenges, asking for support, and continuing to brainstorm solutions around minimums. We also met with Pat, who expressed appreciation for recent support but continues to require close oversight. Pat is currently staffing approximately 2,000 hours per week and shared challenges with conducting skills training during orientation, along with a need for increased dementia training for caregivers. The team collectively expressed a need for an additional CGM. While we did not have a 1:1 with Micah (HCL), we attended the first portion of his PAC, *=E2=80=9CAll Is Fair in Senior Care,=E2=80=9D* and were able t= o introduce Amelia to several referral partners. Amelia shared that she will be on-site weekly, and I confirmed that I will continue supporting during her onboarding. The team responded very positively to Amelia and did not express concern about the leadership transition. On Friday, Amelia and I reviewed key systems and workflows, including how to drill down in Planful, CG margin reporting in WellSky and Planful, and a detailed review of staff across Chicago and Milwaukee. I have scheduled 1:1s for her with key partners (Tableau, Payroll, WellSky, After Hours, and Intake), added her to relevant office hours (Coupa, Salesforce, Tableau), and shared all available documentation and resources although I am sure there are a lot more that I will still need to share. Based on observations, I recommend hiring an additional Milwaukee-based CGM with strong caregiver experience (preferably CNA) to lead orientations and staff our community cases. This would alleviate capacity constraints and improve training quality. Lastly, as Amelia continues to observe Diane, I want to note that Diane has demonstrated strong capability in staffing and may be a valuable resource beyond her current scope as a GM. Given ongoing challenges in St. Louis, there may be an opportunity to leverage her expertise regionally across the Midwest as a Regional CG Manager. Please let me know if you=E2=80=99d like to discuss any of these recommenda= tions further and thank you for trusting me with our new RM! Best, --=20 Audra Williams Director, Divisional Operations audraw@thekey.com Mobile: (425) 757-7027 https://thekey.com --000000000000879d6a0646687afb Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Emily and Tim! I had a productive on-site visit in M= ilwaukee with Amelia and the team on Thursday. We held a te