On-Call Transition Plan

Hi Tim,

As we prepare to transition away from the call center , we’ve developed an
interim plan for on-call coverage. Due to the current shortage of on-call
coordinators, caregiver managers will continue covering these
responsibilities through the end of December. We’ll have two people on call
each day (one OCC, one Caregiver Manager), with territories divided between
EST and CST states. While each person will manage their own region, they
are expected to collaborate on complex cases or when one territory
experiences higher demand. We will continue to evaluate the call volume to
assess the need for two people to be on-call at a time.

This plan primarily addresses staffing concerns. I understand the
general managers and yourself have had discussions regarding how client
success managers and general managers will fit into this process.

We also have questions about the best communication channels for certain
events and managing ongoing updates between members on-call and office
staff.

*Could you connect me with someone in a region that has already completed
this transition? *Any insights on best practices would be greatly
appreciated.

Thank you!

Best regards,

*Abby Cnossen*
Manager of Quality and Service
Call or text: 616-271-8243
TheKey.com <http://Thekey.com>