--000000000000d3fedd064c410913 Content-Type: text/plain; charset="UTF-8" Hi all, I spoke with Earl this afternoon, and he requested an email summarizing today's meeting with Eastcastle Place (ECP) regarding their Preferred Service Providers (PSP) consideration. On March 4, 2026, Roy Merath and I represented TheKey at this meeting. Eastcastle Place was represented by: - Tracy Lappin (Director of Nursing) - Nicole Claas (Director of Social Services) - Teresa Jenkins (Director of Resident Services) - Ashley Orlinski (Healthcare Manager) - Greta (Social Worker) - Toni (Social Worker) Our 3 shared clients/residents currently receiving services at ECP are: Judith Hestoff (SOC: 4/15/2021) Rose Marie Baron (SOC: 1/31/2022) Lee Ann Hill (SOC: 6/12/2023) The purpose of the meeting was to audit and evaluate the PSPs with whom ECP will work. The deadline for finalizing these considerations is late March or early April. Our discussion centered around significant "quality-value" gaps and service delivery issues detrimental to the partnership. ECP was direct about a persistent decline in caregiver quality and service delivery, attributing this to a lack of operational accountability from the Caregiver Manager (CGM/Pat Echols) and Client Success Manager (CSM/Ashley Alford). On a positive note, the team highlighted the following: - Caregiver Excellence: Tandi is considered remarkable for her service delivery, communication, and adherence to our core values. - Leadership Value: ECP deeply values the expertise provided by Roy and me, noting the specific value we add in our respective roles. - Dr. Shadi's research and materials facilitated to staff by HCL and TheKey are of great value and interest to HM/DON *Role and Accountability Concerns* *Responsibility Concerns*: Teresa and team opened meeting level-setting who is directly responsible for overseeing clients versus CGs, and how accountability is maintained. *Role Outlines*: Reviewed CGM and CSM roles, including QA visit adherence. DoRS was fully aware of CGM role and responsibility, and utilizes her as POC for CG *CGM to CG Accountability*: DoRS communicates CG concerns to CGM, but sees no accountability or CG correction *CSM Visibility*: With exception of HM who saw HCL + CSM together onsite multiple times last year; once this year; ECP unaware of CSM onsite presence; lack of check-ins *Lack of Reinforcement*: From ECP's perspective, CG issues relayed by ECP to CGM are not being addressed/corrected by CGM/CSM *Inappropriate Attire and Phone Usage Concerns* *Attire*: Yesterday, CG (CL Lee Ann Hill) attended ECP in inappropriate attire. This follows a previous discussion last week where DoRS addressed the same issue regarding this CG which occurred a week prior with CGM. ECP reports that they see no positive changes or improvements, despite ongoing communication regarding attire concerns. *Professionalism and Phone Usage*: DoRS contacted the CGM regarding CG (CL: Lee Ann Hill). During a memorial service conducted