--000000000000b095b60640c13e1b Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Sounds good to me! On Thu, Oct 9, 2025 at 3:12=E2=80=AFPM Shadi Gholizadeh = wrote: > Hi everyone, > > What are your thoughts on a check-in meeting every two weeks where we can > review the pilot data and how everything is going (sign ups, retention, > troubleshooting any issues), what the weekly reports have been looking > like, what final outcomes we are tracking and if we had any positives ove= r > the past two weeks etc? > > On Tue, Oct 7, 2025 at 11:06=E2=80=AFAM Meighen Fitzpatrick meighen.fitzpatrick@thekey.com> wrote: > >> Hi Nina, >> >> As part of our service offering, the *Lifeguard Alert Center* responds >> directly to all alerts. Our Agents follow a clear escalation process=E2= =80=94first >> contacting the client, then the caregiver, followed by the client=E2=80= =99s >> emergency contacts, and finally informing TheKey. >> >> When the Lifeguard Alert Center contacts TheKey, it=E2=80=99s typically = to inform >> your team that we are dispatching EMS, or, in cases where the client has >> not opted into EMS dispatch, to notify TheKey that you may begin your ow= n >> escalation. The attached document, *Educational Guide for TheKey >> After-Hours Staff*, outlines this process in more detail. >> >> During our virtual and in-person meetings with each TheKey office, we=E2= =80=99ve >> taken time to review these procedures together to ensure alignment and >> clarity. >> >> I=E2=80=99ve also attached: >> >> - >> >> The *training presentation* we reviewed during our most recent >> session with the *TheKey Chicago team,*, >> - >> >> A *quick reference guide* that summarizes our offering as well as the >> alert escalation process (previously shared with TheKey Chicago and a= ll >> TheKey Canada GMs and CSMs). >> >> Regarding the results we=E2=80=99ve seen from Lifeguard so far regarding= client >> retention and increased care hours, I=E2=80=99ve attached a slide that s= hares some >> of the results we=E2=80=99ve seen in our Lifeguard Canada clients. >> >> Please don=E2=80=99t hesitate to reach out if you=E2=80=99d like to revi= ew any of these >> materials together. If you feel any group at TheKey requires more traini= ng >> we are also happy to arrange that. >> >> Best, >> Meighen >> >> >> >> >> >> On Oct 6, 2025, at 2:16=E2=80=AFPM, Nina Kani wrote: >> >> Thanks, Meighen - >> >> Can you tell me how our staff is trained regarding receiving the alerts >> and/or if we have any policy regarding how to respond to them? If we don= 't >> have anything in place, are we planning to prepare something? >> Copying Shadi in Quality to identify opportunities. >> >> Do we have any data regarding whether LifeGuard usage results in better >> retention and/or increased hours for our clients? >> >> Nina >> >> >> >> On Thu, Sep 25, 2025 at 3:34=E2=80=AFAM Meighen Fitzpatrick > meighen.fitzpatrick@thekey.com> wrote: >> >>> Hi Tim and Nina, >>> >>> Pl