--0000000000006b6c35063d599bf7 Content-Type: multipart/alternative; boundary="0000000000006b6c34063d599bf6" --0000000000006b6c34063d599bf6 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable HI Joey, Thanks so much for the thoughtful response. That helps add additional detail. 1) I am totally aligned with phone assessments and in-person assessments for tier 1 and tier 2 clients and will let Anne know about this process as well. 2) Consultations: I understand that you only have 1 CSM and it's not the most practical for her to take on a ton of in-person assessments and consults, given your large service area. However, I would hate to lose out on these. Can we schedule phone consults? 3) Panda Docs: I can appreciate the thoughtful approach around why you want to send docs ahead of the assessment. Can we meet in the middle and have Desiree send the doc for the family to review as long as we don't require the family to sign the consent prior to the assessment? Also, can we ask Desiree to cc the CSM so that the CSM can field client questions and handle any issues with info on the consent? The RIM team is held to answering a high volume of calls and working at a fast pace. In two weeks Canada will be in Zoom where it will be even more crucial for Desiree to be available for incoming calls and she can't be getting stuck sending consents and going back and forth with the caller to get the requested documentation on top of handling all web leads for Canada. The CSMs in the US handle all consents at the assessment, so I would like for them to own it here as well= . @Melissa Reyes @Ashley Mirone I think the final decision will be your call. Best, Cristal On Wed, Aug 27, 2025 at 9:39=E2=80=AFAM Joey Taylor wrote: > Hi Cristal, > > Thank you for sharing the feedback and observations regarding Desiree's > intake process. > I=E2=80=99ve had the privilege of working closely with Desiree for two ye= ars in > her Care Solutions role, during which I managed her specifically for the > Montreal market. Throughout that time, we dedicated ourselves to > strategizing best practices for assessing, sending documents, discussing > postal codes in affluent areas, and more. I am very familiar with every > lead Desiree handles for Montreal and continue to collaborate with her on > refining our approach. > > Our current strategy involves scheduling quick assessments over the phone > for fast starts, and in-person assessments for Tier 1 and Tier 2 clients > who wish to start in a timely manner. Given Montreal's large service area= , > we have one Client Success Manager available, and it would not be efficie= nt > to have her travel for info sessions or consults in postal codes where we > have rarely seen Tier 1 clients, primarily due to financial consideration= s. > Instead, we focus her time on clients with higher growth potential. > Additionally, we strategically send PandaDocs to clients when we have > concerns about their ability to afford o