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6 RFP DELIVERABLES 6.1 Project Plan 6.1.1 Deliver a project plan which details the overall project timeline for call center services and milestones for key deliverables. The dedicated Senior Helpers team will consult with your service operations and internal staff onsite to design, develop and deliver an implementation plan. Your business cycles, customers and culture will be studied as the plan is drafted and put in place. The Working Solutions team will take your service training and adapt it to the virtual classroom, then roll it out to agents via educator-led instruction and continue fine-turning it while being delivered. In essence, we create an on-demand service workforce in Senior Helpers’ image, reflecting the company’s brand.

The chart below shows the implementation roadmap. There is no typical implementation timeline that is customized to the specific client. 6.1.2 Describe the employees; their roles and physical locations; and a breakdown of man hours which would be utilized on this project. At this time, we do not have exact specifics in regard to man hours and department specifics. Further discussion is needed to ensure the integrity of our approach and the program.

Confidentiality Notice: This document is confidential and contains proprietary information and intellectual property of Working Solutions, LLC. Neither this document nor any of the information contained herein may be reproduced or disclosed under any circumstances without the express written permission of Working Solutions, LLC

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6.1.3 Describe how you estimated the length of this project. Based on Senior Helpers’ needs for a calling platform, inbound support and outbound services, we estimate agents will take live calls within 60 to 100 days after contracts are completed. 6.1.4 Describe the approach to Quality Assurance reviews on this project. On a weekly basis, the leadership team will review overall results and act as needed. We review individual and overall results at the end of month. All action plans are created based on agent trending and compliance. Taking it a step further, we will conduct weekly calibrations with the team and separately with Senior Helpers. Below is a snapshot of Vyne, covering key features. 1. Main Homepage—This is the first page an agent sees at every login. Here, we post company-wide announcements and videos of related news. On the right, agents access their schedules at a glance and any recent messages they need to view.

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2. Senior Helpers’ Icon—The icon on the top left shows a Senior Helpers’ button, which is in purple. Once logged into Vyne, an agent on the program will click on that button to go into the specific page. Only active agents on your program will have access to the page you see in the picture above. Above is the main page for your program. 3. Program Knowledge—Top right: This section is used as a knowledge base or quick reference guide for the agents. If there are ever questions, they are answered in real time. An agent can sort by category to narrow results, if on the phone with a customer. 4. Program Performance—Right Side: These dials are customizable. They give agents a visual on how they are performing on specific key performance indicators (KPIs) every time they log in for work, so they know what they may need to improve on. 5. My Commute—Even though agents work at home, they still have to log in to multiple systems to properly perform the job. This section ensures they are always logged in to any application or system needed and will list all applications here. 6. Operations Alerts—Urgent and critical information can be posted in this section to update agents on any items that may affect their work. 7. Performance Alerts—Agents will be made aware of critical information from Senior Helpers. This is also displayed under the operations alerts (#6) when an agent is logged into Vyne. 8. Chatter Group—Management and agents can talk with each other to keep agent engagement high. Questions can be posted here, as well if the agent is not able to find an answer in the program knowledge section. 9. Top Navigation Bar—This chat for entire agent community. Working Solutions University (WSU) takes the agent to our online training portal. Veranda—an online water cooler where top agents are recognized. Opportunities—other programs hiring additional agents. ServiceOne—internal tech support for our agent community. We will attempt to troubleshoot any issues our agents may encounter with the Genesys platform or with Senior Helpers’ internal systems. Schedule—where agents can plan when they will be working. We drop a schedule and allow agents to pick their own hours. If agents are exceeding all KPIs, we give them VIP scheduling. This offers them 24-hour priority to schedule their hours, which is a great motivator to exceed on all KPIs.

Confidentiality Notice: This document is confidential and contains proprietary information and intellectual property of Working Solutions, LLC. Neither this document nor any of the information contained herein may be reproduced or disclosed under any circumstances without the express written permission of Working Solutions, LLC

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6.2 Scope of Work and Pricing Structure All pricing val id unti l 2/29/2020

* Does not include agent background checks, which will be billed as a pass-through cost to Senior Helpers, if required. **Senior Helpers will be responsible for train-the-trainer travel arrangements (flights, hotel and transportation).

*Concurrent Seat count is determined by the max number of agents logged into the Bright Pattern system at the same time in a calendar month. Voice only seat is $130.00 per concurrent seat, if that is preferred by client. **Additional setup or monthly costs may come up during full tech discovery. No additional costs will be added without prior authorization from client. ***Setup cost is estimated, based on known information. This may change after additional details are confirmed.

Remote Agent Setup Price

Remote Agent Onboarding* $440.00 / FTE

Remote Agent Preparation & Training $23.00 / Hr. / FTE

Custom Programming & Tech Setup $200.00 / Hr.

Train-the-trainer** $220.00 / Hr.

Remote Agent Pricing Price

Staffed Agent Minute

A staffed agent minute is defined as the time agents are logged in and available to do work. This includes the following agent states: talk, hold, after-call work time, available time and any other approved AUX agent states. Based on historical data of 56 minutes per hour. Client will not pay for unavailable or any non-billable AUX states.

$0.47/Staffed Agent Minute

24 Hour Pricing Need further discussion to finalize

Estimated Pricing for Bright Pattern Voice Platform: Price

Initial Setup Costs

Bright Pattern Platform Setup – Voice Only*** $7,500.00

Phone Number Activation per number $10.00

Port Fees per number (optional) $15.00

Monthly Recurring Costs

Omni Channel per concurrent seat* $175.00

Supervisor/Admin Login Included

Monthly fee per phone number $5.00

Per Minute Voice (Inbound and Outbound) $0.019 / minute

Technical Account Management (Optional) $200.00 / Hr.

Confidentiality Notice: This document is confidential and contains proprietary information and intellectual property of Working Solutions, LLC. Neither this document nor any of the information contained herein may be reproduced or disclosed under any circumstances without the express written permission of Working Solutions, LLC

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6.3 Assumptions & Dependencies

We presume that Senior Helpers has the information specific to each state/franchise needed for dynamic scripting. We will depend on Senior Helpers providing a CRM for agents and housing its customer data, as Working Solutions does not. We presume any additional, IT-related security (VPN, VDI) will be provided by Senior Helpers.

6.4 Time Commitment 6.4.1 Detail the expected weekly time commitment required from the Senior Helpers team (e.g. status update calls, etc.) This will evolve as our business relationship grows. During launch, it will be roughly 5 hours or more a week. Afterward, we would look to reduce that to about 2.5 hours a week. This is based on your needs and what’s trending with the business. 6.4.2 All meetings will be scheduled using the Eastern Time Zone. This won’t be a problem.

Confidentiality Notice: This document is confidential and contains proprietary information and intellectual property of Working Solutions, LLC. Neither this document nor any of the information contained herein may be reproduced or disclosed under any circumstances without the express written permission of Working Solutions, LLC