Re: Heath Score Card

Hi Amelia. I’ll keep an eye out for Dianes email to schedule time on Tuesday. I appreciate the weekly review idea, that will be a great way to stay closely aligned and support the team.

Best,

Chelsea Sheehan
Director, Strategic Account Services
Cell: 716.903.3992 | www.joinlifeguard.com<http://www.joinlifeguard.com>
📆 Schedule time with me → Book a meeting<https://meetings.hubspot.com/chelsea-sheehan/chelsea-signature-meeting-link>
[Untitled design.png n5.png]
From: Timothy Thomas <tt@thekey.com>
Date: Wednesday, March 11, 2026 at 12:57 PM
To: Amelia Howard <amelia.howard@thekey.com>
Cc: Chelsea Sheehan <csheehan@joinlifeguard.com>
Subject: Re: Heath Score Card

Thank you. Keep me close on this. I want to see steady progress and feedback for LG along the way.

On Wed, Mar 11, 2026 at 3:37 PM Amelia Howard <amelia.howard@thekey.com<mailto:amelia.howard@thekey.com>> wrote:
Hi Chelsea,

I just spoke with Diane, and she will be emailing you to coordinate a time on Tuesday when the entire team will be in the office. Tuesday meetings are required in Chicago for all staff members.

We are planning a weekly review from 2:00 PM to 2:15 PM,(for closer monitoring) and we will add you to our Weekly agenda to help with execution as we review each client.


Amelia Howard

On Wed, Mar 11, 2026 at 2:30 PM Amelia Howard <amelia.howard@thekey.com<mailto:amelia.howard@thekey.com>> wrote:
Tim,

I will definitely keep working with the team to ensure we reach our goals. It has been a challenge to get everyone on these calls, and I am disappointed to hear that today's session did not happen while I was in Milwaukee.

I will continue to spearhead this initiative and will speak with the team again regarding the attendance requirements. To address the challenges we've had with buy-in, I also plan to meet with Diane again to discuss this further. We will get this Chelsea, I promise.


Amelia Howard

On Wed, Mar 11, 2026 at 2:23 PM Timothy Thomas <tt@thekey.com<mailto:tt@thekey.com>> wrote:
Hi Amelia,

I need you to get the team back on track with lifeguard. When I was onsite we identified some issues that the LG team wants to address and improve. Could you please ensure your team attends these sessions or confirms their inability to do so? It's not respectful to Chelsea and her time.

LG will be rolling out nationwide and we need to iterate and improve. Chicago was selected to help do this given their expertise. I have high expectations here and the CSMs can earn a nice bonus.

I'd like to see 5 installs in March. Get after it!

Thanks

---------- Forwarded message ---------
From: Chelsea Sheehan <csheehan@joinlifeguard.com<mailto:csheehan@joinlifeguard.com>>
Date: Wed, Mar 11, 2026 at 1:31 PM
Subject: Re: Heath Score Card
To: Timothy Thomas <tt@thekey.com<mailto:tt@thekey.com>>
Cc: Maryham Levesque <mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>>


Sorry for so many emails today!

Montreal: During our February Monthly check-in with Joey, Maria, and Dominique, they shared that the Montreal office is currently experiencing staffing constraints and per Joey does not have the bandwidth to support Lifeguard operationally. They are in the process of hiring a Client Success Manager but indicated this may take a couple of months. In the meantime, Joey confirmed they are unable to support new installs or program expansion and that activity is effectively paused unless handled directly by our Lifeguard team.

They were comfortable with Maryham  reaching out directly to existing Lifeguard clients to perform system updates and maintenance, so the current clients remain supported.

Ahead of March monthly check-in this afternoon, I wanted to ask for your guidance on how you would like Lifeguard to proceed with the account in the interim — whether we should keep the program in maintenance mode until staffing improves or take a different approach.

Appreciate your direction.

Best,

Chelsea Sheehan
Director, Strategic Account Services
Cell: 716.903.3992 | www.joinlifeguard.com<http://www.joinlifeguard.com>
📆 Schedule time with me → Book a meeting<https://meetings.hubspot.com/chelsea-sheehan/chelsea-signature-meeting-link>
[Untitled design.png n5.png]
From: Chelsea Sheehan <csheehan@joinlifeguard.com<mailto:csheehan@joinlifeguard.com>>
Date: Wednesday, March 11, 2026 at 10:17 AM
To: Timothy Thomas <tt@thekey.com<mailto:tt@thekey.com>>
Subject: Re: Heath Score Card


Hi Tim,

Claudia did end up responding once I also reached out to her via Google Chat instead of email. Malin responded to my second email as I was responding to you.

I’ve also CC’d you on the email I sent to the broader team, as no one joined our scheduled monthly check-in today. Unfortunately, this is not the first time this has happened. I would greatly appreciate reinforcing with the team that if they are unable to attend a scheduled meeting, they provide a quick heads-up rather than a no-call/no-show.

Thank you for your support.

Best,

Chelsea Sheehan
Director, Strategic Account Services
Cell: 716.903.3992 | www.joinlifeguard.com<http://www.joinlifeguard.com>
📆 Schedule time with me → Book a meeting<https://meetings.hubspot.com/chelsea-sheehan/chelsea-signature-meeting-link>
[Untitled design.png n5.png]
From: Timothy Thomas <tt@thekey.com<mailto:tt@thekey.com>>
Date: Tuesday, March 10, 2026 at 9:47 AM
To: Chelsea Sheehan <csheehan@joinlifeguard.com<mailto:csheehan@joinlifeguard.com>>
Cc: Maryham Levesque <mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>>
Subject: Re: Heath Score Card

Thanks Chelsea — could you reach out to them again and copy me. mention that we spoke and I insisted on a meeting to address their concerns.

Looking forward to the April/May visit. Keep me posted on dates.