2026 CSM Incentive Plan Summary

--000000000000b500b4064bae2f00 Content-Type: multipart/alternative; boundary="000000000000b500b2064bae2ffe" --000000000000b500b2064bae2ffe Content-Type: text/plain; charset="UTF-8" Thank you all for your time today. You asked great questions! Since most of you were only on one of the two calls, I have consolidated and answered most of the questions below. If you missed the call, you can watch the recording here . I have also attached a copy of the plan summary that we reviewed on the call. *Q&A* 1. *How do I review my quality dashboard numbers? *Contact Bee or Audra, they can walk you through how to review your dashboard and client details. 2. *Do our hour baselines adjust down when we have events like snowstorms or if a client passes? *No, they do not. 3. *Why are some of the Quality Composite scores blank on the incentive dashboard? *This would be due to not having SOCs who required a CG introduction, a 7-day check-in, etc. 4. *What happens if I am not getting SOCs because we do not have an HCL? Are my numbers adjusted? *No, they are not. In this instance, we recommend focusing on growing hours with your current client base and working with your GM and RDBD to brainstorm how to grow SOCs without having an HCL. 5. *I am a GM acting as a CSM. Will I be added to the incentive dashboard so I can track my performance and also use it to train a new CSM when I hire one? *This is a great question; the data and analytics team will look into how to provide you with visibility to this. 6. *Where can I see my clients who have not yet hit 5k in review / track how close they are to that target? *This is another great request; the data and analytics team will look into building a dashboard for this. Thanks! -- *Emily Kraeter* Chief People Officer | *TheKey* [image: TheKey] --000000000000b500b2064bae2ffe Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thank you all for your time today. You asked great qu= estions! Since most of you were only on one of the two calls, I have consol= idated and answered most of the questions below. I= f you missed the call, you can watch the recording  here . I have also attached a copy of the plan summary that we review= ed on the call. Q&A How do I review my quality dashboard numbers? Contact B= ee or Audra, they can walk you through how to review your dashboard and cli= ent details. Do our hour baselines adjust down when we have e= vents like snowstorms or if a client passes?   No, they do not. Why are some of the Quality Composite scores blank on the incent= ive dashboard? This would be due to not having SOCs who required a CG i= ntroduction, a 7-day check-in, etc.  What happens if I a= m not getting SOCs because we do not have an HCL? Are my numbers adjusted? No, they are not. In this instance, we recommend focusing on growin= g hours with your current client base and working with your GM and RDBD to = brainstorm how to grow SOCs without having an HCL. I am = a GM acting as a CSM. Will I be added to the incentive dashboard so I can t= rack my performance and also use it to train a new CSM when I hire one? = This is a great question; the data and analytics team will look into h= ow to provide you with visibility to this. Where can I see my= clients who have not yet hit 5k in review / track how close they are to th= at target? This is another great request; the data and analytics te= am will look into building a dashboard for this. Thanks= ! -- = Emily Kraeter Chief People Officer  |  TheKey --000000000000b500b2064bae2ffe-- --000000000000b500b4064bae2f00 Content-T