Fwd: Tier 4 Clients Intake & Local Teams

HI Canada team,
Passing along the below to you all as well.

Best,
Cristal

---------- Forwarded message ---------
From: Amanda Ominsky <amanda.ominsky@thekey.com>
Date: Tue, Feb 10, 2026 at 11:54 AM
Subject: Tier 4 Clients Intake & Local Teams
To: <Regionalintaketeam@thekey.com>, Regional Directors <
regionaldirectors@thekey.com>, GeneralManagers <GeneralManagers@thekey.com>
Cc: Bryan Carter <bryan.carter@thekey.com>, Matthew Albano <
matthew.albano@thekey.com>, Cristal Munoz <cmunoz@thekey.com>, Audra
Williams <audraw@thekey.com>, Bridgett Scherer (Bee) <bcarney@thekey.com>


Hey Everyone -
@Bryan Carter <bryan.carter@thekey.com> from Inside Sales, in collaboration
with @Bridgett Scherer (Bee) <bcarney@thekey.com> and @Audra Williams
<audraw@thekey.com> from Operations, has worked to streamline the Tier 4
qualifying process. Please review the talking points below along with the
local team’s SOP.

To improve communication consistency, clients requesting fewer than 30
hours of weekly care and fewer than 31 days of service will be classified
as Tier 4. The field will only accept Tier 4 clients for SAP Referral
Accounts. A $25 per hour premium fee will apply to all Tier 4 clients and
must be approved by the local office prior to scheduling a phone assessment.

For the LHA team, intake scripting will focus on encouraging clients to
exceed the 30-hour threshold whenever possible, with the goal of converting
to Tier 3 clients. The LHA team will use the following language during
intake calls:
*“Please be aware that there is an hourly upcharge for a schedule that is
less than 31 days of care.” *
The LHA team will only disclose the $25 per hour premium if the client
specifically asks about pricing. Otherwise, the local office will manage
that discussion if the client proceeds to an assessment. All Tier 4 clients
will be scheduled for a phone assessment only.

Please Review:
Local Operations: SOP for Tier 4 Clients
<https://docs.google.com/document/d/1rxGOLn1hjKMMjIKMMp_WyowlsQ91xLhHPg1C63v91bo/edit?usp=sharing>
LHA Team: Qualifying and Scripting for Tier 4 Clients
<https://docs.google.com/document/d/1eOnHb-eK6fsZ8TmDybDBGJWukzbaiev6VE_5sHqiPnI/edit?usp=sharing>

Thank you,


Amanda J. Ominsky

Manager of Inside Sales | TheKey

Mobile: 860-430-4586

[image: image.png]


-- 
Cristal Munoz
Inside Sales Manager
cmunoz@thekey.com
Mobile: (616) 729-8114
https://thekey.com
<https://thekey.com>