Start of Care Handbook

Welcome to TheKey

The care you need in the place you love.

Starting care at home is a significant step. Whether it’s a proactive choice or a response to sudden change, we’re honored to be part of your journey. We’re here to make the transition as seamless and supportive as possible.

This guide outlines who we are, what to expect in your first 90 days, how we communicate, and how we partner with you to ensure care is working at every step.

Who’s Who at TheKey · Meet Your Care Team

You're not just receiving care—you’re backed by a full team of professionals committed to your experience.

When you begin care with TheKey, you’re supported by more than just a caregiver. Behind the scenes is a thoughtfully coordinated team working to ensure every aspect of your experience is smooth, responsive, and personalized. Here's who you can expect to interact with and how each person contributes to your care.

Your Client Success Manager is , and they can be reached at during normal business hours, 9am – 5pm.

For after-hours and weekend support, please call our office line at . Any calls made directly to your CSM during after hours and weekends may not be answered or returned until the following business day.

Your Care Team Roles & How They Support You

• Client Success Manager (CSM) – Your CSM is your primary point of contact and your personal advocate. They oversee your care journey from start to finish, ensuring consistency, coordinating services, adjusting care plans, and checking in regularly to make sure everything is aligned with your evolving needs. Whether it’s a simple schedule change or a bigger conversation about long-term support, your CSM is here for you.
• Caregiver Manager (CGM) – The CGM leads the scheduling and oversight of your caregiver team. They ensure each caregiver is properly briefed, introduced, and supported so you receive consistent, reliable care. Your CGM and CSM work together to train and guide caregivers to deliver care in alignment with your specific preferences, routines, and goals.
• Caregiver – Our caregivers are at the heart of what we do. Carefully selected, trained, and supported, each caregiver is matched with your needs in mind, based not only on experience and skills, but also personality and communication style. At TheKey, our caregivers are trained to go beyond the basics. Using our Balanced Care Method^®, they support the whole person (mind, body, and spirit) ensuring that care is not only safe and reliable, but also enriching, respectful, and attuned to what matters most in your daily life.
• General Manager – The General Manager oversees local operations to ensure your care team is well-supported, responsive, and operating at the highest standards. While you may not interact directly with the GM often, they work closely with your CSM and CGM to ensure your experience reflects TheKey’s commitment to excellence.
• Executive Leadership at TheKey – Behind every local team is our national leadership group of seasoned professionals with deep expertise in home care, home health, hospice, quality assurance, operations, compliance, and caregiver support.
  • Our CEO, Chris Gerard, brings over 30 years of experience in home health, hospice, and personal care. He has held executive leadership roles in some of the nation’s top healthcare companies and is committed to advancing high-quality, person-centered care for older adults. Under his leadership, TheKey is setting a new standard for what in-home care can—and should—be.