--000000000000d36c080640c3247f Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Works for me! *Melissa Reyes* President of Client Services(916)743-0530 On Thu, Oct 9, 2025 at 3:57=E2=80=AFPM Meighen Fitzpatrick wrote: > Yes great idea > > On Oct 9, 2025, at 6:22=E2=80=AFPM, Nina Kani wrote: > > Sounds good to me! > > On Thu, Oct 9, 2025 at 3:12=E2=80=AFPM Shadi Gholizadeh wrote: > >> Hi everyone, >> >> What are your thoughts on a check-in meeting every two weeks where we ca= n >> review the pilot data and how everything is going (sign ups, retention, >> troubleshooting any issues), what the weekly reports have been looking >> like, what final outcomes we are tracking and if we had any positives ov= er >> the past two weeks etc? >> >> On Tue, Oct 7, 2025 at 11:06=E2=80=AFAM Meighen Fitzpatrick > meighen.fitzpatrick@thekey.com> wrote: >> >>> Hi Nina, >>> >>> As part of our service offering, the *Lifeguard Alert Center* responds >>> directly to all alerts. Our Agents follow a clear escalation process=E2= =80=94first >>> contacting the client, then the caregiver, followed by the client=E2=80= =99s >>> emergency contacts, and finally informing TheKey. >>> >>> When the Lifeguard Alert Center contacts TheKey, it=E2=80=99s typically= to >>> inform your team that we are dispatching EMS, or, in cases where the >>> client has not opted into EMS dispatch, to notify TheKey that you may b= egin >>> your own escalation. The attached document, *Educational Guide for >>> TheKey After-Hours Staff*, outlines this process in more detail. >>> >>> During our virtual and in-person meetings with each TheKey office, we= =E2=80=99ve >>> taken time to review these procedures together to ensure alignment and >>> clarity. >>> >>> I=E2=80=99ve also attached: >>> >>> - >>> >>> The *training presentation* we reviewed during our most recent >>> session with the *TheKey Chicago team,*, >>> - >>> >>> A *quick reference guide* that summarizes our offering as well as >>> the alert escalation process (previously shared with TheKey Chicago = and all >>> TheKey Canada GMs and CSMs). >>> >>> Regarding the results we=E2=80=99ve seen from Lifeguard so far regardin= g client >>> retention and increased care hours, I=E2=80=99ve attached a slide that = shares some >>> of the results we=E2=80=99ve seen in our Lifeguard Canada clients. >>> >>> Please don=E2=80=99t hesitate to reach out if you=E2=80=99d like to rev= iew any of these >>> materials together. If you feel any group at TheKey requires more train= ing >>> we are also happy to arrange that. >>> >>> Best, >>> Meighen >>> >>> >>> >>> >>> >>> On Oct 6, 2025, at 2:16=E2=80=AFPM, Nina Kani wrote: >>> >>> Thanks, Meighen - >>> >>> Can you tell me how our staff is trained regarding receiving the alerts >>> and/or if we have any policy regarding how to respond to them? If we do= n't >>> have anything in place, are we planning to prepare something? >>> Copying Shadi in Quality to identify opportunities. >>>