--000000000000fed79705eeb40c0d Content-Type: text/plain; charset="UTF-8" Tim, It is when the CSM is taking the intake they will ask those questions, or from the Frax information provided. The CSM will make it a WOM if the client heard it from an existing client. HCL team is saying if that existing client is in a facility or was referred by a GCM it isnt a WOM. Kimberly Kranwinkel Regional Operations Director *Please note my email has changed:* kimberly.kranwinkel@TheKey.com (301) 767-6622 TheKey.com [image: TheKey] On Wed, Nov 30, 2022 at 12:03 PM Timothy Thomas wrote: > Kim, who's determining where the lead came from HCL's or Care solutions? > > On Wed, Nov 30, 2022 at 11:55 AM Kimberly Guerci > wrote: > >> Thankfully, we have not had an issue with this in NY as of yet. We are >> doing pipeline every day and talking through all of the leads which I think >> helps. We also take the approach that the care solutions team is support >> for the sales team for all of their leads and I think that has helped to >> have them work together. Almost all of our HCL leads are passed over to >> the care solutions team to close and get payment & paperwork signed. The >> care solutions team sends out all SOC emails for every new client as well >> and handles communication with new clients until they pass it off to the >> staffing team. >> >> On Wed, Nov 30, 2022 at 11:47 AM Audra Williams >> wrote: >> >>> This is an issue everywhere. HCL wants/needs the start and Care >>> Solutions gets double the bonus for WOM leads. It causes major friction. >>> >>> Best, >>> >>> On Wed, Nov 30, 2022 at 8:44 AM Timothy Thomas wrote: >>> >>>> 100%. We're having the exact same issues. My care solutions manager in >>>> Montreal resigned last week and mentioned this friction as part of the >>>> reason why they're leaving. Our pipeline calls sometimes degrade into >>>> debates around where a lead "actually came from". It's unhealthy. >>>> >>>> All of our inbound marketing calls are recorded via Callrail so I can >>>> double check. Our care solutions managers ask each lead where they found us >>>> and we can also track the referral category in Call rail (google paid / >>>> google organic etc). HCL's have gone into SF and changed Google Paid leads >>>> to the senior living community just because the client happens to live >>>> there. I realize they're desperate for SOCs but it penalizes the care >>>> solutions team. >>>> >>>> >>>> On Wed, Nov 30, 2022 at 11:18 AM Carol Miller >>>> wrote: >>>> >>>>> Same for Connecticut - HCL's are not trusting the Solutions team to >>>>> close and then there are changes made in Sales Force >>>>> >>>>> It is creating friction with the teams >>>>> >>>>> On Wed, Nov 30, 2022 at 10:58 AM Kim Kranwinkel >>>> kimberly.kranwinkel@thekey.com> wrote: >>>>> >>>>>> Hello, >>>>>> >>>>>> In the DCMetro many of our WOM referrals are being changed to a B&B >>>>>> referral by the HCLs. With multiple conversations it appears that there is >>>>>> a difference of opini