Pipeline notes November 7-13

*Pipeline ,meetings November 7-13,2022*

*Montreal *

   - Chuck shared continuing trends of caregivers wanting higher rate of
   pay and clients not wanting a rate increase. Average rate currently in
   Montreal is $18.65
   - Rate increase in effect this week could have positive impact on margins
   - *Angie and Tim to look at official rates of pay for each market to
   ensure we are both competitive and employer of choice - what else can we
   offer plus a good wage?*
   - Concern over some clients margins ie Schiff which is 24/7 but low rate
   which is affecting margins
   - *App adoption increased to 110 caregivers and 27% usage but we have to
   get to 80% quickly and then 100% moving into February*
   - 7 hires- Navdeep has one this week and both her and Melissa have more
   in the pipeline!
   - *Italian speaking pool is limited - trying to brainstorm where we can
   look-  looking into non caregiver profile to see if we can find Italian
   speaking, great cook etc as some of these clients are not complex just need
   to be a cultural fit9 facebook,community centres,Italian only newspaper)*
   - Still looking for specific live in for La Porta client - not happy
   with replacement but not getting one single applicant for $300.00 per day -
   decisions need to be made
   - *Client Solutions need to set expectations with these kind of clients
   - more complex care may not bring the language the family wants and "care"
   has to be the priority*
   - *Leads are up significantly from previous week - more pressure on the
   vendor is bringing more leads*
   - Revenue $206,480 which is down from previous week with margin at 47%
   - 5 opportunities - one referral from le Felix, Verdonck quoted higher
   rate due to location and weekends only with min of 8 hours each day,
   Burnett - short term overnight but financially Maria does not think they
   can sustain, Bell hospitalized so may not go home, Hanswell- ready to go
   and is lakeshore- follow up needed for Beaconsfield)
   - Inquiries comming from West Island so ask of recruitment is to look
   there for applicants
   - *Reminder from Matt for both Care solutions and client success to ask
   more question re contact with hospital, ie what hospital is your loved one
   at? how can we help, do you know who the discharge planner is - if we can
   help with talking points for HCl is helps to get in and talk to decision
   makers*
   - Starts of care 5 - all live in private homes but only 2 ongoing out of
   the 5
   - Total starts of care for Nov so far is 8 missing 15- should be able to
   achieve
   - Canada - 36 starts with a goal of 91
   - Loss of client - 2 but still a week that we were plus 44 hours
   - HCL team did not have confirmation of the leads and starts of care as
   different information - will confirm and have correct numbers for the next
   week
   - Lorena's training is the priority but she is looking at strategic
   account planning with Matt to continue the work Roger had done
   - New HCL Roger starting Beginning of Dec- shadowing for the month
   - Goal for HCl is to go after staffing business ongoing but also for the
   holidays etc - need to show what we can do. Lorena has an opportunity from
   Amica for LPN. Matt to re look at facilities and who we have contracts with
   - Client issues - McQuat- Dom handles her well and calms the situation,
   Geraldine - did not go well, Zibusiso- not happy with weekend caregiver,
   Schiff continues to be an issue
   - Team discussed strategies about workflow and communication so that
   Client Success feel more supported in urgent situations
   - Wins - Maria high touch with Mrs Maty 24/7 happy with team, Stephanie
   a big win staffing 24/7 Alomedic, Dom and Nikita staffing a 24/7- overall
   great staffing wins for the week
   - Florida client has met with HCA Florida team and it went well - we
   will continue with the housekeeping side of things here

*Western Canada*

   - Vancouver 7 orientations and all have been scheduled for shifts
   - Client feedback of caregivers was excellent this week
   - moved app usage from 48% to 52% - Anna asked if the app usage is lower
   due to the higher number of live in s in the Vancouver Maret?
   - Calgary 3 orientations, 2 with shifts scheduled
   - Calgary/Winnipeg still seeing refusal of shorter shifts
   - Staffing shift filled from Swan Evergreen - Client Solutions to look
   at contract and do we need a new one
   - *Some discussion of caregivers giving reviews of shifts - is it really
   valuable information or is it just that they want to clock out? Need to
   ensure that all orientations include this so that caregivers know the why
   behind the questions*
   - App usage is at 75% for Calgary but only 24 out of 77 caregivers have
   downloaded, Winnipeg 114 caregivers and 29 downloaded with 76% usage
   - *New paid orientation for 8 hours comming to Canada - going to allow
   us to really have well trained and knowledgeable caregivers who love our
   brand - how do we make this inspirational? all caregivers 2 years or less
   with us will attend*
   - Calgary 0 hires but not an issue at the moment as 4 in pipeline
   ,Winnipeg 3 hires but 4 in pipeline - call out still for drivers
   - Vancouver still need for better skill set, registered and live in
   - Discussion around where applicant leads are comming from , insight
   that enrollment is significantly down for HCA and nursing schools- Dennis
   shared that in WPG in the past St Boniface Nursing was a great source for
   practical experience for their students
   - If drivers and issue can we use Uber more can we align schedules with
   transit times to help caregivers commit to schedules
   - Leads for Vancouver back up to 17 - 6 paid leads that Dennis said were
   viable
   - Calgary 15 leads and also 11 paid which were quality
   - Winnipeg only 2 leads
   - Vancouver record week at $180,157 and 46% margin, Calgary up $1000 and
   Winnipeg up $3,00 and both were 50% margin
   - 4 opportunities Vancouver with legwork from HCL team and Client
   success- all looking strong, 53 opportunities Calgary and again looking
   strong
   - Starts of care 3 for Calgary, Winnipeg ) and Vancouver 5
   - HCL team 5 starts of care - 4 in Van and1 in Calgary
   - Jay following up on Expo leads and possible collaboration with certain
   individuals, has meeting set up with VCH, Chartwell and Sunrise making
   headway, Dementia webinar this week inviting referral partners
   - Cindy working on the possibilities that Tuxedo Villa could provide,
   looking more into Regional Authority, signed agreement with Middle Church
   for staffing
   - Cathy has been a great source in Calgary for referrals with 3 so far
   this month
   - Client success team all had assessments this week - Calgary 3
   Vancouver 4 and Wpg 2
   - *Discussion of the client in Wpg that hired caregivers - reminder that
   alarm bells should go off when client stops service and caregivers give
   notice - legal involved now*
   - Overtime with Bekios ie Wes is an issue ( ended up losing hours in
   order to get Overtime in line as client would not pay but also not accept
   any other caregiver than Wes)
   - Shawntel supporting Vancouver as Cherly looks at hiring position -
   reality could be mid december or Jan
   - medallia reports all above 8!!

*Ontario*

   - *Book Jane not live yet due more to their end vs ours as recruitment
   is ready ( do need from them historical data and shift volume. Some concern
   over how it works but Angie working with Jennifer to get Nikita access to
   play around*
   - *Amanda needing some information on what to tell certain communities
   re pricing for staffing ie Burlington and Missagua - Angie /Tim/Joey to get
   this in place*
   - Recruitment doing specific hiring for driver, live in
   - *Amanda had an ask for true "companionship" hires as she experienced
   failed service due to a caregiver being too task oriented vs engagement.
   Facebook could be a source finding people who simply love to hang with
   seniors*
   - Meera is now away and Navdeep will be on point
   - Harbour Lights needs a visit from HCL - Geoff to go as recent
   caregiver who threatened a nurse - situation handled but not a great
   representation of us
   - 45% usage of app no growth- campaign from all Caregiver Ambassadors to
   call each and every caregiver to help if they can - big job can on call
   help ie June?
   - *A low score medallia from caregiver came in but she left her name so
   it was a win for Kathryn to call her back and support - it went well*
   - Leads at 27 which is one up over last week TO, 11 for Waterloo and
   Oakville 12
   - Overall revenue decrease of Aprox $10,000 but should still be on track
   - Opportunities Toronto 4 but only 3 will most likely go ahead-all
   private homes
   - Waterloo 2 and all lookin good - one is Revera Forest Heights/Oakville
   1
   - Starts of care Toronto 1 Marrus - going well despite hiccup first
   day,Toronto lost Markham as she moved to son
   - Oakville Cooper changed caregiver to Tracy and they increased hours!,
   Robertson not happy with care but Amanda did great followup here( sent
   flowers), and we will credit shift. Waterloo 5 starts of care one short
   term, one did not start as client fell and is hn hospital
   - Call out that University Gates and Eleanor Group home needed help and
   ALison and Waterloo team made it happen - looks good on us
   - Ontario 15 starts so far on a goal of 34 looking strong
   - Ontario HCL 6 of the starts were referral
   - Amanda working to take over the Home Instead relationship with Sunrise
   of Mississauga and it looks promising - call out from Tim that Montreal has
   strong relationship and we should expand on that
   - Amanda build