--0000000000006023220649a1ee1f Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thanks Matt!! Audra Williams National Director, Quality and Care Innovation audraw@thekey.com Mobile: (425) 757-7027 https://thekey.com On Fri, Jan 30, 2026 at 11:59=E2=80=AFAM Matthew Albano wrote: > Hi Team, > > I=E2=80=99m reaching out to share some important updates regarding our ne= w > regional site structure and the upcoming Zoom launch. We are moving towar= d > a more streamlined, priority-based routing system to ensure our leads are > handled as efficiently as possible. All of this will be live starting > Wednesday 2/11/2026. > > 1. We have officially split our sites into 12 distinct regions: Bay Area, > Greater LA, Greater SD, Midwest, Northeast Regulated, Pacific Northwest, > Southeast Regulated, Arizona/Texas, Northeast Non-Regulated, Southeast > Non-Regulated, Florida, and DMV. > > 2. To maximize efficiency, calls will now follow a specific hierarchy: > > Option 1: The call first seeks the designated Primary LHA for that region= . > > Option 2: If the Primary is unavailable, it moves to the Secondary LHA. > > Option 3: If neither is free, the call routes to Cristal=E2=80=99s team, = then > Amanda=E2=80=99s team. > > Option 4: If no one is available across those teams, the caller can choos= e > to hold their place in line or wait for the next available rep. > > 3. LHA Regional Assignments: > > *Bay Area* > Primary: James Ferlin > Secondary: Dericka Valmonte > > *Greater LA* > Primary: Dashira Contreras, Maria Prudhont > Secondary: Emily Lynch > > *Greater SD* > Primary: Francesca Onorato > Secondary: Tyler Dearing > > *Midwest* > Primary: Liesel Springall > Secondary: Tyler Dearing > > *Northeast Regulated* > Primary: Joshua Morales > Secondary: Kiana Prudhont > > *Pacific Northwest* > Primary: Emily Lynch > Secondary: Maria Prudhont, Dashira Contreras > > *Southeast Regulated* > Primary: Elizabeth Parrish > Secondary: Gigi Sportelli > > *Arizona/Texas* > Primary: Dericka Valmonte > Secondary: James Ferlin > > *Northeast Non-Regulated* > Primary: Diane Van Houten > Secondary: Kiana Prudhont, Francesca Onorato > > *Southeast Non-Regulated* > Primary: Diane Van Houten > Secondary: Liesel Springall, Elizabeth Parrish > > *Florida* > Primary: Gigi Sportelli > Secondary: Laurie Brangi, Elizabeth Parrish > > *DMV* > Primary: Laurie Brangi > Secondary: Joshua Morales, Gigi Sportelli > > 4. Updated Hours of Operation > > - Inbound Intake: Monday =E2=80=93 Sunday, 7 AM =E2=80=93 9 PM ET. > > > - B2C Web Team: Monday - Sunday 8 AM =E2=80=93 9 PM ET (due to calling= hour > restrictions). > > > - After-Hours: Calls outside these windows go to our After Hours Team. > If they don't answer within 3 rings (~20 seconds), the caller will be > prompted to leave a voicemail. The Intake Team will follow up first th= ing > the next morning. > > 5. We are implementing an API call to Salesforce for every intake call. I= f > a Caller ID matches an existing record, they will hear a specific > announcement to redirect them to the proper channel: > > Caregiver Match: =E2=80=9CThank you for calling TheKey Home Care. For car= egiver > assistance, please press option 3 on the main menu. This will connect you > directly with our dedicated caregiver lines and the local office staff wh= o > are equipped to help you. Please remain on the line to hear the menu agai= n.=E2=80=9D > > Client Match: =E2=80=9CThank you for calling TheKey Home Care. You=E2=80= =99ve reached our > dedicated line for new clients. To reach your local office, please press > option 2 when you return to the main menu. If all team members are > assisting other clients, feel free to leave a message and someone will ge= t > back to you by the end of the business day.=E2=80=9D > > I will be holding office hours this Monday afternoon to answer any > questions regarding the Zoom launch or this new setup. > > Best, > Matt > > Matthew Albano > Director of Inside Sales > matthew.albano@thekey.com > Mobile: (781) 710-0688 > Office: (603) 884-9574 > https://thekey.com > *We value your feedback. Please leave us a Google review* > > > --0000000000006023220649a1ee1f Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thanks Matt!! = Audra Williams National Director, Quality and Care Innovation =20 audraw@thekey.com Mobile: (425) 757-7027 https://thekey.com On Fri, Jan 30, 2026 at 11:59=E2=80=AFAM Matthew Albano matthew.albano@thekey.com wr= ote: Hi Team, I= =E2=80=99m reaching out to share some important updates regarding our new r= egional site structure and the upcoming Zoom launch. We are moving toward a= more streamlined, priority-based routing system to ensure our leads are ha= ndled as efficiently as possible. All of this will be live starting Wednesd= ay 2/11/2026. 1. We have officially split our sites into 12 di