--0000000000003270f9064d63d00e Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Good morning Bridgett Thank you for sharing this information yesterday. I believe in the project and absolutely understand the "why" behind it but from an operational perspective regarding efficiency and bandwidth I honestly cannot grasp how 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, like 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 s= et > the foundation for the client relationship. By standardizing our check-in= s, > we aim to improve client satisfaction, increase caregiver engagement, and > 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-d= ay > marks. > > All follow-ups must be documented in a WellSky note with the appropriate > tag: > > - Client Follow-Ups (CSM): All notes must be tagged "Client Follow-Up.= " > - Caregiver Follow-Ups (CGM): All notes must be tagged "CG Follow-Up." > > Specific standardized questions for each touchpoint (24-hour, 7-day, and > 14-day) can be found in the SOP > > linked below. These questions are designed to assess match quality, care > plan accuracy, and overall satisfaction to ensure we intervene earlier to > stabilize care. > > > *Caregiver Change Request Tagging* > To better understand why matches change, we will also begin documenting a > specific reason and tag whenever a caregiver is switched off of a schedul= e > starting March 23: > > - *CG Change - Client Request:* Used if the client requests caregiver > removal due to a bad match, poor personality fit, or other reasons. > - *CG Change - CG Request:* Used if the caregiver requests to be > removed from a shift due to inability to meet expectations, schedule > changes, or general incompatibility. > - *CG Change - Office Dir