Re: Montreal Canada

--000000000000163bc90643679419 Content-Type: multipart/alternative; boundary="000000000000163bc80643679418" --000000000000163bc80643679418 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable HI Team, I wanted to touch base on the below. Desiree is letting me know that she is still being asked to send consent forms on (non-urgent) starts. Can we ensure the CSMs are sending consents at the assessment? I am ok with Desiree sending for urgent starts, again as long as client's don't need to sign prior to the assessment. Best, Cristal On Wed, Aug 27, 2025 at 10:53=E2=80=AFAM Timothy Thomas wro= te: > Hi Cristal. > > Understood we=E2=80=99ll align the process. Montreal is a bit unique give= n sheer > the volume of consumer leads. With a csm on leave and another on PTO joey= s > managing resources. > > We=E2=80=99ll button it up. > > Thanks > Tim > > On Wed, Aug 27, 2025 at 9:28=E2=80=AFAM Cristal Munoz = wrote: > >> 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 o= ut >> 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, ca= n >> 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 week= s >> 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 t= he >> US handle all consents at the assessment, so I would like for them to ow= n >> 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 = years in >>> her Care Solutions role, during which I managed her specifically for th= e >>> Montreal market. Throughout that time, we dedicated ourselves to >>> strategizing best practices for assessing, sending documents, discussin= g >>> 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 woul= d >>> not be efficient to have her travel for info sessions or consults in po= stal >>> codes where we have rarely seen Tier 1 clients, primarily due to financ= ial >>> considerations. Instead, we focus her time on clients with higher growt= h >>> potential. >>> Additionally, we strategically send PandaDocs to clients when we have >>> concerns about their ability to afford our services or if they are >>> exploring other options, especially when we aim for fast starts. This >>> approach has contributed to some of the highest conversion rates from >>> assessment to SOC in Montreal. We also send language-specific caregiver >>> requests via PandaDocs for clients requiring such services, ensuring we >>> don=E2=80=99t waste recruiter or CSM time on families who are not serio= us or who >>> are unlikely to proceed. >>> I hope this provides clarity on our process and the rationale behind ou= r >>> current practices. We believe these strategies are the most effective f= or >>> our market and align with our overall goals. >>> >>> In regards to paperwork, it has always fallen under RIMs to assist >>> clients with contracts and payment documents. Over 95% of our SOC sign >>> PandaDocs, as families are often out of town or prefer to review the >>> consents electronically before signing. >>> CSMs should not be involved with finances or legality with clients, as >>> their primary role is to maintain strong relationships with the familie= s >>> and build trust. >>> >>> P