--000000000000c29095063e4de18d Content-Type: text/plain; charset="UTF-8" Dear Team, To continue improving efficiency and to ensure our After Hours team can provide the best possible support, we are implementing the following updates effective immediately. These changes are designed to help balance bandwidth and strengthen the partnership between field and After Hours operations. *Field Team Responsibilities* 1. All Shifts Completed Prior to Handoff - All shifts must be finalized by the field team before turning over to After Hours. 2. Provide a Thorough Pass-Down - A clear, complete pass-down must be provided to the After Hours team to ensure continuity of care and smooth operations. *After Hours Process Updates* 1. Caregiver Clock-Ins/Outs - After Hours staff will only clock in caregivers once confirmation is received from the caregivers. - Missed clock-outs will not be managed by After Hours. Any caregiver who fails to clock out must be updated by the local team the following business day. 2. Local Requests Support Window - The After Hours team can support local office requests until 7:00 AM. - Any requests received after this time should be directed to the regular daytime team for follow-up. This allows After Hours to focus on urgent, after-hours needs while ensuring requests are handled appropriately. 3. Restaffing Restriction - Once a shift has been restaffed by the After Hours team, any further restaffing must be managed by the local team. - If the local team would like the shift restaffed again, it should be taken back and completed during daytime operations. 4. Communication of Call-Offs - To optimize communication with field teams, the After Hours team will provide notification of caregiver call-offs that occur within 2 hours of the scheduled shift start time. - This ensures field teams have timely visibility and can plan appropriately. 5. *Staffing Window* - The After Hours team will continue to staff shifts as needed during their coverage hours. - In an effort to provide a comfortable planning window for field teams, After Hours will staff shifts *through the following business day*. - Any staffing needs beyond that timeframe will be the responsibility of the local team. We appreciate your partnership in making these process improvements successful. Thank you for supporting these updates and helping us streamline operations for the benefit of our caregivers and clients. Tiffany Silton Director, Division Operations tsilton@thekey.com (760) 889-2188 TheKey.com [image: TheKey] --000000000000c29095063e4de18d Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Dear Team, To c= ontinue improv