Re: Heath Score Card

Tim,

I will definitely keep working with the team to ensure we reach our goals.
It has been a challenge to get everyone on these calls, and I am
disappointed to hear that today's session did not happen while I was in
Milwaukee.

I will continue to spearhead this initiative and will speak with the team
again regarding the attendance requirements. To address the challenges
we've had with buy-in, I also plan to meet with Diane again to discuss this
further. We will get this Chelsea, I promise.


Amelia Howard

On Wed, Mar 11, 2026 at 2:23 PM Timothy Thomas <tt@thekey.com> wrote:

> Hi Amelia,
>
> I need you to get the team back on track with lifeguard. When I was onsite
> we identified some issues that the LG team wants to address and improve.
> Could you please ensure your team attends these sessions or confirms their
> inability to do so? It's not respectful to Chelsea and her time.
>
> LG will be rolling out nationwide and we need to iterate and improve.
> Chicago was selected to help do this given their expertise. I have high
> expectations here and the CSMs can earn a nice bonus.
>
> I'd like to see 5 installs in March. Get after it!
>
> Thanks
>
> ---------- Forwarded message ---------
> From: Chelsea Sheehan <csheehan@joinlifeguard.com>
> Date: Wed, Mar 11, 2026 at 1:31 PM
> Subject: Re: Heath Score Card
> To: Timothy Thomas <tt@thekey.com>
> Cc: Maryham Levesque <mlevesque@joinlifeguard.com>
>
>
> Sorry for so many emails today!
>
> *Montreal:* During our February Monthly check-in with Joey, Maria, and
> Dominique, they shared that the Montreal office is currently experiencing
> staffing constraints and per Joey does not have the bandwidth to support
> Lifeguard operationally. They are in the process of hiring a Client Success
> Manager but indicated this may take a couple of months. In the meantime,
> Joey confirmed they are unable to support new installs or program expansion
> and that activity is effectively paused unless handled directly by our
> Lifeguard team.
>
> They were comfortable with Maryham  reaching out directly to existing
> Lifeguard clients to perform system updates and maintenance, so the current
> clients remain supported.
>
> *Ahead of March monthly check-in this afternoon*, I wanted to ask for
> your guidance on how you would like Lifeguard to proceed with the account
> in the interim — whether we should keep the program in maintenance mode
> until staffing improves or take a different approach.
>
> Appreciate your direction.
>
> Best,
>
> *Chelsea Sheehan*
> *Director, Strategic Account Services *
> *C*ell: 716.903.3992 *|* www.joinlifeguard.com
> 📆 Schedule time with me → Book a meeting
> <https://meetings.hubspot.com/chelsea-sheehan/chelsea-signature-meeting-link>
> [image: Untitled design.png n5.png]
> *From: *Chelsea Sheehan <csheehan@joinlifeguard.com>
> *Date: *Wednesday, March 11, 2026 at 10:17 AM
> *To: *Timothy Thomas <tt@thekey.com>
> *Subject: *Re: Heath Score Card
>
> Hi Tim,
>
> Claudia did end up responding once I also reached out to her via Google
> Chat instead of email. Malin responded to my second email as I was
> responding to you.
>
> I’ve also CC’d you on the email I sent to the broader team, as no one
> joined our scheduled monthly check-in today. Unfortunately, this is not the
> first time this has happened. I would greatly appreciate reinforcing with
> the team that if they are unable to attend a scheduled meeting, they
> provide a quick heads-up rather than a no-call/no-show.
>
> Thank you for your support.
>
> Best,
>
> *Chelsea Sheehan*
> *Director, Strategic Account Services *
> *C*ell: 716.903.3992 *|* www.joinlifeguard.com
> 📆 Schedule time with me → Book a meeting
> <https://meetings.hubspot.com/chelsea-sheehan/chelsea-signature-meeting-link>
> [image: Untitled design.png n5.png]
> *From: *Timothy Thomas <tt@thekey.com>
> *Date: *Tuesday, March 10, 2026 at 9:47 AM
> *To: *Chelsea Sheehan <csheehan@joinlifeguard.com>
> *Cc: *Maryham Levesque <mlevesque@joinlifeguard.com>
> *Subject: *Re: Heath Score Card
>
> Thanks Chelsea — could you reach out to them again and copy me. mention
> that we spoke and I insisted on a meeting to address their concerns.
>
> Looking forward to the April/May visit. Keep me posted on dates.
>