---------- Forwarded message ---------
From: Brooke Justiniano <brookej@thekey.com>
Date: Wed, Aug 13, 2025 at 11:55 AM
Subject: Re: Conversation Recap
To: Alysce Craig <alysce.craig@thekey.com>, The Key HR Business Support <
hrconfidential@thekey.com>
Alysce,
Since I am stunned and surprised by the dramatic change between what was
said to me in our 1:1 and what you have stated in your email I want to send
this email to you and review in detail my concerns. I have included HR on
this email to give more insight behind the issues.
The items I listed in my previous email were *exactly *what you told me to
follow- I am unsure why you would have told me the previous guidelines if
this is what your actual expectations are. Please next time, write down
your expectations and or provide me notes from our 1:1 so there are no
contradictions between what is said and what is expected. Especially since
you have now involved HR and launched an investigation. I would like the
document from our 1:1 shared with me for my records.
Here is a list of just some of the concerns I have:
- You specifically explained to me that we should work within our jobs
and not allow for cross over. You told me to not do any scheduling and to
notify our Caregiver manager with all things scheduling. I even referred to
you the fact that this past week with Carrie being out of the office "what
would have happened if I did not participate this past week?" your response
was "there would have been a lot of open shifts!" We specifically discussed
how you were explaining that you want us to work in what I called "silos"
and how that was not going to work in this type of work environment and
you told me that is what other offices do and we need to follow. Within
your last email you are now saying to not work like that to collaborate as
a team- which was my main concern. Why did this change within 24 hours?
This all feels very much like *gaslighting*.
- Regarding my question about answering the phones- you specifically
explained to me that I am not to answer the phones and to focus only on my
job duties as a CSM. The explanation you gave me is that the in-office
staff would answer the phones and if they are not able to then a message
would be left and we could return the call at our leisure. This is
completely *inconsistent communication* and *contradicts your
instructions.*
- In regards to The Forum- the expectations have all of the sudden
changed from me not being involved with ANYTHING for The Forum- even to the
detail of not being involved in the scheduling, Care Management, and or
conversations. This has been told to our afterhours team, team mates and
other co-workers. Upon me bringing up the fact that I can not be excluded
since I am on-call every other weekend it is impossible for me to know
anything to help. Now, I am expected to help with The Forum. The fact that
I am excluded from The Forum because of me doing the right and ethical
thing is an entirely different concern- seeing I was never informed that we
had a signed Preferred Partnership Agreement Signed with TheForum is just a
start. I still have not received anything in writing regarding the issue
that led to me being removed from TheForum and why I was told that I am not
allowed to go to The Forum and I am not to do anything concerning TheForum
and that Jennifer was taking over. Cold break- no communication- no hand
off- and no loose ends tied...very unprofessional and very unsettling and
*d**enigrating* - especially since the entire community is unaware as
to the change and continually asks about me.
- In addition, I have asked you for the guidelines that were used to
assess me for a merit raise since there was no official documentation or
explanation given to me other than my scores regarding the SLA which is
only a fraction of my job. The 100% expectation was set forth by you in our
meeting beginning August 1. You were not able to give me any reasoning
other than that for my denial in my merit raise. You too were not able to
mention any accomplishments or positive feedback to me. What about my
closing rate? Client match scores? The Google reviews and the special
mentioning of the great things I have done? When can I expect that to be
sent to me? I would like a formal document provided to me including all of
my work performance including all parts of my job. You mentioned that you
tell me "all the time" how great of a job I am doing and how you appreciate
me. I can only recall one time since you started that you mentioned
anything to me. I have personally, in addition to other teammates (while
having private conversations about me), told you what makes me feel
appreciated and how I respond to leadership and you yourself said that is
"not how you work" so I am not sure what comments you are referring to
since all I hear and am being told is constant *negative language*.
Lastly, I want you to know that the walls in our office are very thin and
our midwest community is very tight knit. I implore you to
courageously approach me directly when you have issues with me personally
or professionally instead of approaching our coworkers including others in
our office and others that work in the midwest team. It is creating
division among team members and making me feel susceptible to being the
topic of gossip and creating a* toxic working environment.*
As you can see just from a few examples I am providing that I have valid
reasons to feel that you are trying to push me out of TheKey. You have told
me previously that you originally felt there was a "situation between us"
that you weren't sure if you could work with me and I am wondering if you
still feel that way and are trying to *bully *me into leaving or is
this *retaliation
*towards me for reaching out to your supervisor privately? Just another
example to make me feel that way since you randomly mentioned to me on
7/11/25 you know I reached out to Tim - when we were not even speaking
about you or me in the conversation. Is that in part why I did not get my
merit raise awarded to me? Is this an attempt to *sabotage *me? As I
explained to you, all of the constant negative feedback towards me, you
are making everything feel very personal which has directly affected my
confidence in working for TheKey. I understand you are the General Manager
and I respect your authority- I have been working for this company for more
than 9 years and have never felt so constantly attacked.
-Brooke-
On Wed, Aug 13, 2025 at 8:46 AM Alysce Craig <alysce.craig@thekey.com>
wrote:
> Hi Brooke,
>
> Below are the outline expectations from our 1:1, if you would like to
> schedule another meeting to clarify anything please let me know.
>
> All roles at TheKey collaborate, by nature and by design, to
> provide quality care to clients and timely support to caregivers. We cannot
> predict a caller's needs from the ringing. Therefore, it is *not* appropriate
> for you to ignore incoming calls if you are available to answer them. If
> you are out at an assessment, completing a reassessment, or conducting a QA
> visit I don't expect you to answer the phones. If you are in the office or
> home completing admin work, yes if available you can answer the phones and
> transfer to the appropriate party.
>
> The on call CSM duties have not changed. You are responsible for
> assessments and handling family concerns, if a scheduling issue is brought
> to your attention by on call do not ignore this, please remind them that
> you don't handle scheduling. This includes calls related to The Forum, when
> you are on call. I am okay with you directing items related to The Forum to
> myself or to Jen but it remains an expectation that you acknowledge the
> communication and take the appropriate steps to loop us in.
>
> We also discussed making sure at least 1 QA visit is completed per week
> and notes/tags being put into the system within 48 hours. If you find that
> timeframe too tight during a busy week please let me know so we can adjust.
>
> Thanks,
> Alysce
>
>
>
>
>
> On Tue, Aug 12, 2025 at 11:40 AM Brooke Justiniano <brookej@thekey.com>
> wrote:
>
>> Alysce,
>> Just to be clear and to review what you told me in our 1:1 today. As a
>> CSM I am not to take part in any answering of the phones-other than those
>> calls directed towards me specifically, partake or help with scheduling,
>> and only stick to the assessments, QA visits and the SLA work that CSM are
>> being held accountable for. Regarding on-call you are stating that I do not
>> need to attend to any items regarding call-offs or scheduling needs and
>> that I will only need to respond to assessments and family concerns? In
>> addition you have told me that ALL of the things related to The Forum
>> should be directed towards you and Jennifer?
>>
>> As I change my mindset to "fit-in" to what you would like to see- I want
>> to make sure that I understand your expectations clearly.
>>
>> Please confirm with me through this email for my records.
>>
>> *Brooke Justiniano, MSM, GCM, CDP*
>> *Client Success Manager*
>> *Geriatric Care Manager | Certified Dementia Practitioner*
>>
>>
>> *mobile (614) 588-6041*
>>
>>
>> *office (614) 481-88881880 MacKenzie Drive #207
>> <https://www.google.com/maps/search/1880+MacKenzie+Drive+%23207+Upper+Arlington,+OH+43220?entry=gmail&source=g>Upper
>> Arlington, OH 43220
>> <https://www.google.com/maps/search/1880+MacKenzie+Drive+%23207+Upper+Arlington,+OH+43220?entry=gmail&source=g>*
>>
>> *TheKey.com <https://www.thekey.com/>*
>> *[image: TheKey]* <https://www.thekey.com/>
>> The best compliment would be a positive review on google by clicking here
>> <https://g.page/r/CfnCOiTRWbsxEB0/review>!
>>
>