--000000000000f66b2c064d63f211 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Sharon, Currently the CGM Follow Ups are not included in CGM incentives. The only change to the CSM portion is the structured questions we are asking - the cadence for follow up and documenting remains the same as it has been for CSMs, understanding that the CGM process is new. I know we have gone back and forth on including or removing VCH from incentive tracking - if this is something that needs to be discussed further, I'd defer to @Timothy Thomas on direction there for approval. I do expect at some point that CGM follow ups will be tracked on a dashboard similar to the one that we have for CSM follow ups now. I will say that CG readiness, preparation and follow up is a big area of focus particularly with regards to client retention. Please let me know how you would like to proceed. Adding +Audra Williams for visibility! Bee Scherer National Director, Client Experience | TheKey Mobile: 425.429.1064 On Thu, Mar 19, 2026 at 10:22=E2=80=AFAM Sharon Speirs = wrote: > Good morning Bridgett > Thank you for sharing this information yesterday. I believe in the projec= t > and absolutely understand the "why" behind it but from an operational > perspective regarding efficiency and bandwidth I honestly cannot grasp ho= w > the Vancouver office could comply with this. I know I sound like a broken > record saying VCH is a different beast but it is and it is a significant > part of our business and its current structure would prevent caregiver > managers from following up on tier 1 clients as proposed. My concern, lik= e > the CSM's concern, is that if we use this as a gate for incentives, then > they risk losing earning potential. > I think we once again need to discuss how we can make this work so that > our office does not lose efficiency but we are continuing to strive for > excellence. > Let me know when you have time > Sharon > > I > > Sharon, Speirs > > General Manager > > Vancouver, BC > > Office: 778.279.3634 > > sspeirs@thekey.com > > TheKey.ca > > [image: TheKey] > > > > > > > > On Thu, Mar 19, 2026 at 8:00=E2=80=AFAM Bridgett Scherer > wrote: > >> Hi all, >> >> Following up from yesterday's General Manager Call - effective Monday, >> March 23, we are implementing a new standardized process for CSM and CGM >> follow-up calls, as well as new tagging protocols for caregiver change >> requests. >> >> The goal of this initiative is to move from reacting to issues to >> proactively managing match quality. The first two to four weeks of care = set >> the foundation for the client relationship. By standardizing our check-i= ns, >> we aim to improve client satisfaction, increase caregiver engagement, an= d >> reduce avoidable caregiver changes. >> >> *New Follow-Up Call Process* >> Starting March 23, CSMs will conduct standardized follow-ups for clients >> and CGMs will conduct them for caregivers at the 24-hour, 7-day, and 14-= day >>