--000000000000e8fe94063d58e9ba Content-Type: multipart/alternative; boundary="000000000000e8fe93063d58e9b9" --000000000000e8fe93063d58e9b9 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Cristal, Thank you for sharing the feedback and observations regarding Desiree's intake process. I=E2=80=99ve had the privilege of working closely with Desiree for two year= s in her Care Solutions role, during which I managed her specifically for the Montreal market. Throughout that time, we dedicated ourselves to strategizing best practices for assessing, sending documents, discussing postal codes in affluent areas, and more. I am very familiar with every lead Desiree handles for Montreal and continue to collaborate with her on refining our approach. Our current strategy involves scheduling quick assessments over the phone for fast starts, and in-person assessments for Tier 1 and Tier 2 clients who wish to start in a timely manner. Given Montreal's large service area, we have one Client Success Manager available, and it would not be efficient to have her travel for info sessions or consults in postal codes where we have rarely seen Tier 1 clients, primarily due to financial considerations. Instead, we focus her time on clients with higher growth potential. Additionally, we strategically send PandaDocs to clients when we have concerns about their ability to afford our services or if they are exploring other options, especially when we aim for fast starts. This approach has contributed to some of the highest conversion rates from assessment to SOC in Montreal. We also send language-specific caregiver requests via PandaDocs for clients requiring such services, ensuring we don=E2=80=99t waste recruiter or CSM time on families who are not serious o= r who are unlikely to proceed. I hope this provides clarity on our process and the rationale behind our current practices. We believe these strategies are the most effective for our market and align with our overall goals. In regards to paperwork, it has always fallen under RIMs to assist clients with contracts and payment documents. Over 95% of our SOC sign PandaDocs, as families are often out of town or prefer to review the consents electronically before signing. CSMs should not be involved with finances or legality with clients, as their primary role is to maintain strong relationships with the families and build trust. Please let me know if you need further details or if there=E2=80=99s anythi= ng else I can clarify. Thanks, On Tue, Aug 26, 2025 at 3:39=E2=80=AFPM Cristal Munoz w= rote: > Hi Joey and Tim, > I just met with Desiree to review her Intake Scorecard from the Tiger > team. She was flagged for several items. See below. > > 1) Desiree told a caller they needed to sign docs before assessment for a= n > urgent start > 2) When framing the assessment she told the caller to schedule only if > they are interested in pursuing care otherwise we don't want to waste the= ir > t