MAP Communications: Recap to training Call

--000000000000750cfe0620ef35bb Content-Type: text/plain; charset="UTF-8" Hi Team, Thank you for joining the call yesterday. I wanted to summarize the key points and takeaways as we prepare for our Go Live with Map Communication on September 3rd. New Answering Service - Provider: Map Communication - Phone Number for Incoming Calls: 800-374-5098 Call Flow Details: - After Hours Coverage: Map Communication will handle all incoming calls outside of office hours. - Urgent Calls: - Will be forwarded directly to the On-Call Team. - If unanswered, an email will be sent requiring a response. - After 10 minutes: A second call will be made to the On-Call Team with a message. - After another 10 minutes: A third call will be made to the On-Call Team with a message, and an email will be sent to the GM. - After another 10 minutes: A call will be made to the GM with a message. - Non-Urgent Calls: - Will be sent via email to the On-Call distribution list with no response required. Escalation Criteria for Urgent Calls: - Caregiver call-off within 24 hours of shift start - Caregiver emergency while on shift - Caregiver requests to leave shift - Caregiver reports an unsafe environment - Death or serious injury of a client or caregiver - Urgent medical change in condition - Urgent non-medical event that leaves the client without care (e.g., caregiver walk-out, client asks caregiver to leave) - Client needs extra shift coverage - Unusual behavior by client or caregiver - Caregiver did not show up for the shift Portal Access: - You will receive an invitation early next week to log into the Map Communication Portal. - Temporary Password: Changeme1! - Please take some time to familiarize yourself with the portal and make any necessary adjustments. We will not be using the portal to manage calls during the first few weeks. Thank you all for your hard work and attention to detail as we work through these changes. Audra and I are here to support your questions as we roll out these changes. Have a wonderful weekend! Tiffany Silton Director, Division Operations * Please note my email has changed: * tsilton@thekey.com (760) 889-2188 TheKey.com [image: TheKey] --000000000000750cfe0620ef35bb Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Team, = Thank you for joining the ca= ll yesterday. I wanted to summarize the key points and takeaways as we prep= are for our Go Live with Map Communication on September 3rd. New Answering Servic= e Provider: Map= Communication <li dir=3D"ltr" style=3D"list-style-type:disc= ;font-size:11pt;font-family:Arial,sans-serif;color:rgb(0,0,0);background-co= lor:transparent;font-variant-numeric:normal;font-variant-east-asian:normal;= font-variant-alternates:normal;vertical-align:b