--0000000000003b692105f887858d Content-Type: multipart/alternative; boundary="0000000000003b692005f887858b" --0000000000003b692005f887858b Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Tim, Here is the SLA around staffing. This is what HCLs are communicating. Staffing: Prior to start of care, staffing will review the care plan and teams will communicate prior to staffing to clarify the details and ensure we are setting the right expectations for the care. Care Solutions will stay within the designated rate range to maximize staffing efforts. =E2=97=8F Client schedules of eight or more hours in a single shift will be= staffed within 24 hours (business days only) of signed consent and payment authorization, otherwise the case can be noted as not meeting goals due to caregiver/staffing availability. (Excludes COVID + Cases) =E2=97=8F Staffing teams will not be expected to be able to start cases uni= versally faster than that. =E2=97=8F Client schedules requiring shifts under eight hours in a single s= hift will be staffed within 72 hours (business days only) of signed consent and payment authorization, otherwise the case can be noted as not meeting goals due to caregiver/staffing availability (Excludes COVID+ cases and 1-2 hour shifts) =E2=97=8F Staffing teams will not be expected to be able to start cases uni= versally faster than that Shift Staffing Turn Around 8 + Hours Within 24 Hours TheKey.ca [image: TheKey] ---------- Forwarded message --------- From: Matt Vijayan Date: Thu, Mar 2, 2023 at 6:13=E2=80=AFPM Subject: Fwd: New SLAs and Service Guarantee To: Canada Sales , Timothy Thomas , Lorena Ybarra Cc: Ashley Mirone Hi Team The below is now valid for ALL clients. *I expect each and everyone of you to locally print the TheKey Satisfaction Guarantee Flyer and start to share with referral sources.* This flyer is a great tool to gain access, inspire confidence and trust among your referral partners and generate more STARTS. @Lorena Ybarra Let me know if you need to translate and print in French. Best regards, Matt Matt Vijayan, B.Sc., MBA, CCPE Director of Sales, Canada *Please note my email has changed:* mvijayan@TheKey.com TheKey.com [image: TheKey] ---------- Forwarded message --------- From: Matt Vijayan Date: Tue, Feb 14, 2023 at 10:55=E2=80=AFAM Subject: Fwd: New SLAs and Service Guarantee To: Canada Sales Cc: Timothy Thomas Hello Team, The below is applicable to Canada and is currently open to only private clients (payable by clients/family members). Should you have any questions, please contact me or Tim. Thank you. Best regards, Matt Matt Vijayan, B.Sc., MBA, CCPE Director of Sales, Canada *Please note my email has changed:* mvijayan@TheKey.com TheKey.com [image: TheKey] ---------- Forwarded message --------- From: Matthew Neal Date: Mon, Jan 23, 2023 at 12:10 PM Subject: New SLAs and Service Guarantee To: Sales Leadership Team , Revops Sales Leadership Team, Excited to share (attachments): - *N