Ok, thank you Abby for explaining to me. I appreciate that!
Diane
On Mon, Jun 9, 2025 at 12:00 PM Abby Cnossen <acnossen@thekey.com> wrote:
> Hi Team,
>
> A quick clarification regarding after-hours communication:
>
> -
>
> Calls from caregivers and clients will continue to go to voicemail and
> be received via email, as usual. These will continue to be the
> responsibility of on call coordinators.
> -
>
> The newly established ring groups are for internal use only,
> specifically for on-call coordinators to contact designated office staff
> for *escalated concerns*.
> -
>
> These calls will ring through the 8x8 system. If not answered, a
> voicemail can be left (which will come through as an email) and returned by
> the designated office member on-call.
> -
>
> Caregivers do not have access to these ring group numbers—they are
> strictly for internal escalation purposes.
>
>
> *Abby Cnossen*
> Manager of Quality and Service
> Call or text: 616-271-8243
> TheKey.com <http://Thekey.com>
>
>
> On Mon, Jun 9, 2025 at 12:20 PM Diane Mockenhaupt <dmockenhaupt@thekey.com>
> wrote:
>
>> I am curious. All after hours calls are now received as voice messages
>> sent to staffing ring groups. Phones are not ringing.
>>
>> Is this going to change?
>>
>> On Mon, Jun 9, 2025 at 11:17 AM Abby Cnossen <acnossen@thekey.com> wrote:
>>
>>> Thank you Danielle.
>>>
>>> The on call coordinator will call the office ring group. This will ring
>>> to anyone in that ring group who has their 8*8 active and available.
>>>
>>> *Abby Cnossen*
>>> Manager of Quality and Service
>>> Call or text: 616-271-8243
>>> TheKey.com <http://Thekey.com>
>>>
>>>
>>> On Mon, Jun 9, 2025 at 12:14 PM Danielle James <
>>> danielle.james@thekey.com> wrote:
>>>
>>>> I have added to the on-call schedule the individuals who will be
>>>> covering for MKE through August, so the on-call coordinator knows who to
>>>> reach out to if needed.
>>>>
>>>> Thank you
>>>>
>>>> *Danielle James LPN*
>>>>
>>>> Milwaukee General Manager | TheKey
>>>>
>>>> Mobile: 414-309-4827
>>>>
>>>> <http://www.thekey.com>
>>>>
>>>> *Have positive feedback? We'd love to share that with the community: *
>>>> https://search.google.com/local/writereview?placeid=ChIJkbvX_ggg3YARmZmeZB1UILA
>>>>
>>>>
>>>> On Fri, Jun 6, 2025 at 12:19 PM Ashley Alford <ashley.alford@thekey.com>
>>>> wrote:
>>>>
>>>>> Received.
>>>>>
>>>>> Thanks
>>>>>
>>>>> On Fri, Jun 6, 2025 at 12:09 PM Timothy Thomas <tt@thekey.com> wrote:
>>>>>
>>>>>> Hi Team,
>>>>>>
>>>>>> Thanks, Abby, for sharing this important update regarding after-hours
>>>>>> client success coverage.
>>>>>>
>>>>>> This new format will ensure our clients connect with their local team
>>>>>> members who understand their specific needs, ultimately leading to a better
>>>>>> experience.
>>>>>>
>>>>>> In addition to this, it's crucial that we respond to all web
>>>>>> inquiries promptly. Please aim to reply within 30 minutes, and ideally
>>>>>> within just 5 minutes.
>>>>>>
>>>>>> I am confident that everyone will continue to deliver exceptional
>>>>>> service to both our current clients and potential new ones.
>>>>>>
>>>>>> Thank you for your attention to this and have a great weekend!
>>>>>>
>>>>>> Tim
>>>>>>
>>>>>> On Fri, Jun 6, 2025 at 12:46 PM Abby Cnossen <acnossen@thekey.com>
>>>>>> wrote:
>>>>>>
>>>>>>> Hello Team,
>>>>>>>
>>>>>>> Beginning next week on *Monday, June 9, 2025*, each office will be
>>>>>>> responsible for handling all office specific *Client
>>>>>>> Success–related duties after hours*. Each *General Manager* will
>>>>>>> designate the team member(s) responsible.
>>>>>>>
>>>>>>> *On-call coordinators* will contact the appropriate office via the *office-wide
>>>>>>> ring group*. If you are on-call, it is *essential that your 8x8
>>>>>>> account is active and reachable* to ensure smooth communication.
>>>>>>>
>>>>>>> You can find the *ring group phone numbers and members* listed on
>>>>>>> the *On-Call Calendar *HERE
>>>>>>> <https://docs.google.com/spreadsheets/d/1Da_ZkgZG-9uq8V-sxb7jmMzxkoZrNnPifULgjGMuToA/edit?usp=sharingunder> under
>>>>>>> the tab labeled *"On-call Email Groups."* Names in *bold* indicate
>>>>>>> the individuals included in the ring group for each office.
>>>>>>>
>>>>>>> Please reach out to your GM directly with any questions or concerns.
>>>>>>>
>>>>>>> Thank you for your attention and cooperation!
>>>>>>>
>>>>>> --
>>>>>>> *Abby Cnossen*
>>>>>>> Manager of Quality and Service
>>>>>>> Call or text: 616-271-8243
>>>>>>> TheKey.com <http://Thekey.com>
>>>>>>>
>>>>>>
>>>>>
>>>>> --
>>>>>
>>>>> *Ashley Alford*
>>>>>
>>>>> CSM/ Caregiver Manager | TheKey
>>>>>
>>>>> Mobile: 414-704-3806
>>>>>
>>>>> <http://www.thekey.com>
>>>>>
>>>>>