Action Required: Communication Expectations

Good Afternoon Everyone,

Happy Friday! Just a few policy reminders to everyone ahead of the weekend. We
have had a few incidents recently that are easily avoidable with proper
adherence to our communication protocols - below are a few important
reminders regarding this:

   - *Our office number is 416-488-8777 This number is to be used for all
   emergencies and urgent information as well as communication outside of
   business hours. *

   - Regular office hours, when we are at full staff, are Mon-Fri 9am-5pm

   - We are open 24/7 for emergencies. Communication outside of business
   hours are reserved for emergencies or urgent matters only.

   - *Outside of regular hours, there is an on-call manager available to
   assist you. This manager can be reached ONLY by calling the
   main office line (416-488-8777). *

   - Please leave a voicemail if you cannot get through (we may be on the
   other line) and an on-call manager will follow up with you

   - *Emails and texts are never permitted for reporting an absence from
   work* or emergencies as it does not guarantee the message will get to us
   on time. Protocol is to CALL THE OFFICE (*416-488-8777*) (not
   cellphones) to ensure we get the information. *Failure to follow this
   protocol may result in disciplinary action. *

   - We need as much notice as possible if you can't attend a shift. If you
   are feeling unwell in the morning please don't wait until the evening (or
   vice versa) or an hour before shift to call us. The less time we have to
   cover a shift, the more we run the risk of a client going without care.

   - If you cannot attend a shift, *you must SPEAK with a manager *and be
   confirmed off.

   - Our system sends out automated emails/text for your shift reminders
   and missed clock in/outs. Please do not respond to these to report an
   absence from work or emergency. This is not monitored outside of regular
   hours. Please call the office *(416-488-8777)*

   - If for any reason your schedule does not look accurate on the app
   please do not assume it has been cancelled, please call the office to
   clarify your schedule.

   - Shift Reporting: urgent information (i.e. Client falls) should not
   only be documented in your shift notes but should be an IMMEDIATE PHONE
   CALL to THE OFFICE - if it is a medical emergency call 911 first and
   then the office

Please respond to this email that you have read and understood these
protocols. If you have any questions regarding this information, or if this
is unclear in any way please call the office 416-488-8777

Thank you,
Kathryn

Kathryn Nester

Employee Care Manager

___________________

Office: 416-488-8777

TheKey.ca <https://thekey.ca/>

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