Re: 2026 CSM Hours Baselines for your Review, Revision and Approval

--000000000000f814540649ffa5d1 Content-Type: multipart/alternative; boundary="000000000000f814530649ffa5cf" --000000000000f814530649ffa5cf Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Good morning RDOs: Please see the attached file with detailed Hours data for all of your CGMs. Please follow the same process to review, revise, and approve the final baselines as you are doing for the CSMs that will be used for Hours portion of your CGM's new bonus plan. *Please return your completed CGM Hours Baseline spreadsheet to me by EOD Tuesday, 2/10.* Thanks and please let me know if you have any questions. Bob On Mon, Feb 2, 2026 at 2:21=E2=80=AFPM Robert Valliant wrote: > Hi RDOs: > > Please see the attached file with detailed Hours data for all of your > CSMs. Note in Column N the calculated Hours Baseline, based on the Q4 > Monthly Hours Average, that will be used to determine the Hours Growth as > part of the Bonus calculation for the Hours Metrics in the New Bonus plan= . > > Each RDO has a separate tab with the data for their CSMs. > > *Please complete the following by the EOD Friday, 2/6:* > > 1. Review the list of employees to ensure all CSMs are listed. > 2. If there are any Terminated CSMs, or those with a future > Termination date, please enter a note in Column N. If there any employ= ees > who have or will be Transferring out of a CSM roles, please note that = as > well. > 3. Review CSM Client Assignments, and revise as necessary in internal > systems. > 4. Based on revised Client Assignments, review Q4 Monthly Average > Hours for Clients being re-assigned and input the Revised Baseline in= the > FINAL 2026 NEW PLAN BASELINE Column. > 5. Focus on Termed employees to ensure the Hours for their Clients > have been fully re-assigned. > 6. Other likely situations that may require adjustments are: 1) > During a position vacancy, Clients were temporarily Assigned to a CSM,= but > now that position has been filled; those Clients' Hours should be assi= gned > to the new employee. Thus, you would add hours to the new employee's > Original Baseline (Column N), based on the applicable Clients Q4 Hours= ' > monthly average, and input the Final Baseline Hours in Column O). The= n, > subtract those same hours from the CSM' Original Baseline (Column N) w= ho > had been assigned to those Clients temporarily and input the Final Bas= eline > in Column O. 2) A CSM has grown their Client load to the point where = they > are maxed out, where the solution is to transfer Clients to another CS= M. > Follow the same process for the Baselines of subtraction / addition as > described in the 1st situation above. > 7. When all Revisions have been made, the Sum of each Sites' Final > Baselines should generally be equal or higher than the AVERAGE MONTHLY > HOURS INCLUDING TERMS, shown at the bottom of the spreadsheet. > 8. Copy your tab's Final Approved Baselines into a separate Excel > file, and send it to me by the deadline above. > > I will be sending the CGM Hours file tomorrow for you to complete the sam= e > process. > > Thanks and please let me know if you have any questions. > > Bob > > --000000000000f814530649ffa5cf Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Good morning RDOs: Please se= e the attached file with detailed Hours data for all of your CGMs. Please follow the same process to review, revise, and appr= ove the final baselines as you are doing for the=C2=A0CSMs that will be use= d for Hours portion of your CGM's new bonus plan. Please return your completed CGM Hours Baseline spreadsheet to me by= EOD Tuesday, 2/10. Thanks an= d please let me know if you have any questions. Bob On Mon, Feb 2, 2026 at 2:21=E2=80=AFPM R= obert Valliant < bob.valliant@= thekey.com > wrote: Hi RDOs: Please s= ee the attached file with detailed Hours data for all of your CSMs.=C2=A0 N= ote in Column N the calculated Hours Baseline, based on the Q4 Monthly Hour= s Average, that will be used to determine the Hours Growth as part of the B= onus calculation for the Hours Metrics in the New Bonus plan. Each RDO has a separate tab with the data for their CSMs.=C2=A0= =C2=A0 Please complete the=C2=A0following by th= e EOD Friday, 2/6: Review = the list of employees to ensure all CSMs are listed. If there are any Terminated CSMs, or those with a future Termi= nation date, please enter a note in Column N. If there any employees who ha= ve or will be Transferring out of a CSM roles, please note that as well. Review CSM Client Assignments, and revise = as necessary in internal systems.=C2=A0 = Based on revised Client Assignments, review Q4 Monthly Average Hours for Cl= ients being re-assigned and input=C2=A0 the Revised Baseline in the FINAL 2= 026 NEW PLAN BASELINE Column. Focus on T= ermed employees to ensure the Hours for their Clients have been fully re-as= signed. Other likely situations that may= require adjustments are:=C2=A0 1) During a position vacancy, Clients