Thank you for the information and support.
It is appreciated.
On Tue, Sep 10, 2024 at 12:11 PM Denise Winthrop <denise.winthrop@thekey.com>
wrote:
> Greetings
>
> We were able to research the issues below. For client Mary W:
> Please see below. We did have agents calling to fill this shift until
> 9.00pm Sunday night. It was later assigned to the morning shifts to work
> when they arrived. The agent that left at 9.00pm will be coached to ensure
> that she advises the leads of outstanding cases, so that we can ensure that
> continuation of work happens until quiet hours.
>
> Sunday 9/8
>
> SUN 4:35 PM CT
>
> CG Lagina Keys (872) 214-2522 called to cancel her shift because she was
> not feeling well. I went over the call-out policy and updated CC. - Joy S.
>
> SUN 5:14 PM CT
>
> I reached out to PC Catherine Woytowicz (202) 424-5628 and left a VM
> informing them about the call-out. - Joy S.
>
> Agent Joy was calling CG to fill this shift until 9.00pm - end of shift
>
>
> Monday 9/9
>
> MON 6:22 AM CT
>
> I called PC Catherine at her home number per CC, but there was no answer.
> I LVM letting her know that we were still working on this shift and to call
> us with any questions. --Liam Y.
>
> MON 6:25 AM CT
>
> I called OC and spoke with Renee from OC. She thanked me for informing her
> about the shift and making her aware. --Liam Y.
>
> MON 6:19 AM CT
>
> I called PC Ted regarding this shift. There was no answer, so I LVM. I let
> him know that we are still working on staffing the shift and to call the
> office if he had any further questions. --Liam Y.
>
> MON 6:21 AM CT
>
> Mary Woytowicz
>
> PC Ted Woytowicz 847-636-9481 called in to return the call from a few
> seconds ago. I advised the call was to update him on the shift and that we
> are still working on finding a replacement. The PC stated that he would
> like to cancel the shift for today since we have not found anyone yet.I
> canceled the shift and closed the ticket and case.--Sadae M
>
> In regards to the general feedback for the agents reaching out to OnCall
> for VIP clients, the normal process is for them to ask if they would like
> us to work the shift or not. All others the agents should be following
> correct process and ensuring they follow the directions in Clearcare. When
> there are issues we do ensure that we are coaching and addressing the
> situations.
>
> Please let me know if you have any further questions or concerns
>
> cheers
> Denise
>
> Denise Winthrop
>
> Client Support Supervisor
>
> ph: 816 427 0093
>
> denise.winthrop@thekey.com
>
> www.TheKey.com <http://www.thekey.com/>
>
> [image: TheKey] <https://www.thekey.com/>
>
>
>
>
>
>
>
>> From: Timothy Thomas <tt@thekey.com>
>> Date: Tue, Sep 10, 2024 at 7:14 AM
>> Subject: Re: Call Center Performance
>> To: Abby Cnossen <acnossen@thekey.com>, Gabrielle Wolfe <
>> gwolfe@thekey.com>
>>
>>
>> @Gabrielle Wolfe <gwolfe@thekey.com> Hi Gabrielle. Given the weekly
>> support calls with the Call center have been cancelled, who should we
>> provide our feedback to moving forward?
>>
>>
>> On Tue, Sep 10, 2024 at 9:43 AM Abby Cnossen <acnossen@thekey.com> wrote:
>>
>>> Hi Tim,
>>>
>>> I reached out to Renae Soler for some details regarding the Call
>>> Center’s performance over the weekend. She provided some general feedback
>>> and highlighted a specific issue with a Chicago client, Mary W.
>>>
>>> The call for Mary W. came in on Sunday at 6:44 PM, but Renae believes
>>> the Call Center didn’t start addressing her situation until Monday morning.
>>>
>>> In her general feedback, Renae mentioned that the Call Center contacted
>>> the on-call staff before reaching out to the POC and seemed to require a
>>> lot of guidance to follow standard procedures. For instance, they would
>>> reach out to her during a 24/7 case to ask if they should contact the POC
>>> or the current caregiver, even when there were no special notes, such as
>>> “do not contact POC” or “VIP client.”
>>>
>>> I hope this information is helpful. Let me know if you need any further
>>> clarification.
>>>
>>> Best,
>>> --
>>> *Abby Cnossen*
>>> Manager of Quality and Service
>>> Call or text: 616-271-8243
>>> TheKey.com <http://Thekey.com>
>>>
>>
>
> --
>
> Denise Winthrop
>
> Client Support Supervisor
>
> ph: 816 427 0093
>
> denise.winthrop@thekey.com
>
> www.TheKey.com
>
> [image: TheKey] <https://www.thekey.com/>
>
--
*Abby Cnossen*
Manager of Quality and Service
Call or text: 616-271-8243
TheKey.com <http://Thekey.com>