I chatted with Chris and he is good with a February effective date.
It looks like dashboards will not be ready until March so we will prepare
communication on how data can be monitored / reviewed in the meantime. We
are already seeing tremendous progress around the quality metric in many of
our sites!
On Wed, Feb 4, 2026 at 11:05 AM Kimberly Guerci <kguerci@thekey.com> wrote:
> I agree, Feb if we can make it happen.
>
> On Wed, Feb 4, 2026 at 11:55 AM Timothy Thomas <tt@thekey.com> wrote:
>
>> I prefer a February 1st start date provided we can resolve all
>> outstanding items in time.
>>
>> On Wed, Feb 4, 2026 at 8:46 AM Emily Kraeter <emily.kraeter@thekey.com>
>> wrote:
>>
>>> Hi all-
>>>
>>> At the end of the day, you just need to review the baselines we’re
>>> setting based on Q4 performance and make sure you agree with them.
>>>
>>> If you know someone was carrying a higher volume of work due to covering
>>> a vacancy and now that vacancy has been filled, not adjusting the baseline
>>> down would penalize them from an incentive earning perspective.
>>>
>>> I’ll get the new hires and terms to Bob but please do highlight if
>>> anyone is transitioning to different roles soon.
>>>
>>> More than anything the file is just giving you a chance to review and
>>> flag stuff before we get it out to GMs.
>>>
>>> I am also discussing a 3/1 to effective date for this with Chris. I’ll
>>> have an answer there by EOD. Would welcome your thoughts on whether you
>>> would prefer a 2/1 or 3/1 effective date.
>>>
>>>
>>> *Emily Kraeter*
>>> Chief People Officer | *TheKey*
>>>
>>> [image: TheKey]
>>>
>>>
>>> On Wed, Feb 4, 2026 at 7:36 AM Robert Valliant <bob.valliant@thekey.com>
>>> wrote:
>>>
>>>> Good morning RDOs:
>>>>
>>>> Please see the attached file with detailed Hours data for all of your
>>>> CGMs.
>>>>
>>>> Please follow the same process to review, revise, and approve the final
>>>> baselines as you are doing for the CSMs that will be used for Hours portion
>>>> of your CGM's new bonus plan.
>>>>
>>>> *Please return your completed CGM Hours Baseline spreadsheet to me by
>>>> EOD Tuesday, 2/10.*
>>>>
>>>> Thanks and please let me know if you have any questions.
>>>>
>>>> Bob
>>>>
>>>> On Mon, Feb 2, 2026 at 2:21 PM Robert Valliant <bob.valliant@thekey.com>
>>>> wrote:
>>>>
>>>>> Hi RDOs:
>>>>>
>>>>> Please see the attached file with detailed Hours data for all of your
>>>>> CSMs. Note in Column N the calculated Hours Baseline, based on the Q4
>>>>> Monthly Hours Average, that will be used to determine the Hours Growth as
>>>>> part of the Bonus calculation for the Hours Metrics in the New Bonus plan.
>>>>>
>>>>> Each RDO has a separate tab with the data for their CSMs.
>>>>>
>>>>> *Please complete the following by the EOD Friday, 2/6:*
>>>>>
>>>>> 1. Review the list of employees to ensure all CSMs are listed.
>>>>> 2. If there are any Terminated CSMs, or those with a future
>>>>> Termination date, please enter a note in Column N. If there any employees
>>>>> who have or will be Transferring out of a CSM roles, please note that as
>>>>> well.
>>>>> 3. Review CSM Client Assignments, and revise as necessary in
>>>>> internal systems.
>>>>> 4. Based on revised Client Assignments, review Q4 Monthly Average
>>>>> Hours for Clients being re-assigned and input the Revised Baseline in the
>>>>> FINAL 2026 NEW PLAN BASELINE Column.
>>>>> 5. Focus on Termed employees to ensure the Hours for their Clients
>>>>> have been fully re-assigned.
>>>>> 6. Other likely situations that may require adjustments are: 1)
>>>>> During a position vacancy, Clients were temporarily Assigned to a CSM, but
>>>>> now that position has been filled; those Clients' Hours should be assigned
>>>>> to the new employee. Thus, you would add hours to the new employee's
>>>>> Original Baseline (Column N), based on the applicable Clients Q4 Hours'
>>>>> monthly average, and input the Final Baseline Hours in Column O). Then,
>>>>> subtract those same hours from the CSM' Original Baseline (Column N) who
>>>>> had been assigned to those Clients temporarily and input the Final Baseline
>>>>> in Column O. 2) A CSM has grown their Client load to the point where they
>>>>> are maxed out, where the solution is to transfer Clients to another CSM.
>>>>> Follow the same process for the Baselines of subtraction / addition as
>>>>> described in the 1st situation above.
>>>>> 7. When all Revisions have been made, the Sum of each Sites' Final
>>>>> Baselines should generally be equal or higher than the AVERAGE MONTHLY
>>>>> HOURS INCLUDING TERMS, shown at the bottom of the spreadsheet.
>>>>> 8. Copy your tab's Final Approved Baselines into a separate Excel
>>>>> file, and send it to me by the deadline above.
>>>>>
>>>>> I will be sending the CGM Hours file tomorrow for you to complete the
>>>>> same process.
>>>>>
>>>>> Thanks and please let me know if you have any questions.
>>>>>
>>>>> Bob
>>>>>
>>>>>
*Emily Kraeter*
Chief People Officer | *TheKey*
[image: TheKey]