--00000000000083dd02064d61d4fe Content-Type: text/plain; charset="UTF-8" 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-ins, 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-day 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 schedule 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 Directed*: Used if the office removes a caregiver due to attendance issues, anticipated time off, or to match them with a better fit. *Next Steps* - Please be sure to cascade this information to your teams for a Monday start date. - Tags will go live in the system on Monday, March 23. While we eventually aim to have Arya support this process, it will require manual tracking for the time being. - Questions can be brought to Office Hours with Audra and Bee. Bee Scherer National Director, Client Experience | TheKey Mobile: 425.429.1064 --00000000000083dd02064d61d4fe Content-Type: text/html; charset="UTF-8" Content-