--000000000000c8d350063e4df070 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Noted and shared with the team. Thank you, Mary On Mon, Sep 8, 2025 at 12:54=E2=80=AFPM Tiffany Silton = wrote: > Dear Team, > > To continue improving efficiency and to ensure our After Hours team can > provide the best possible support, we are implementing the following > updates effective immediately. These changes are designed to help balance > bandwidth and strengthen the partnership between field and After Hours > operations. > *Field Team Responsibilities* > > 1. > > All Shifts Completed Prior to Handoff > - > > All shifts must be finalized by the field team before turning over > to After Hours. > > 2. > > Provide a Thorough Pass-Down > > - > > A clear, complete pass-down must be provided to the After Hours > team to ensure continuity of care and smooth operations. > > > *After Hours Process Updates* > > 1. > > Caregiver Clock-Ins/Outs > > - > > After Hours staff will only clock in caregivers once confirmation > is received from the caregivers. > > - > > Missed clock-outs will not be managed by After Hours. Any caregiver > who fails to clock out must be updated by the local team the follow= ing > business day. > > 2. > > Local Requests Support Window > > - > > The After Hours team can support local office requests until 7:00 A= M > . > > - > > Any requests received after this time should be directed to the > regular daytime team for follow-up. This allows After Hours to focu= s on > urgent, after-hours needs while ensuring requests are handled appro= priately. > > 3. > > Restaffing Restriction > > - > > Once a shift has been restaffed by the After Hours team, any > further restaffing must be managed by the local team. > > - > > If the local team would like the shift restaffed again, it should > be taken back and completed during daytime operations. > > 4. > > Communication of Call-Offs > > - > > To optimize communication with field teams, the After Hours team > will provide notification of caregiver call-offs that occur within > 2 hours of the scheduled shift start time. > > - > > This ensures field teams have timely visibility and can plan > appropriately. > 5. > > *Staffing Window* > - > > The After Hours team will continue to staff shifts as needed during > their coverage hours. > - > > In an effort to provide a comfortable planning window for field > teams, After Hours will staff shifts *through the following > business day*. > - > > Any staffing needs beyond that timeframe will be the responsibility > of the local team. > > We appreciate your partnership in making these process improvements > successful. Thank you for supporting these updates and helping us > streamline operations for the benefit of our caregivers and clients. > > Tiffany Silton > Director, Division Operations > > tsilton@thekey.com > (760) 889-2188 > TheKey.com <htt