Welcome to TheKey

Welcome to TheKey

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.

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

• Client Success Manager (CSM) – Your primary point of contact and personal advocate. The CSM oversees your care journey from start to finish, coordinating services, adjusting care plans, and checking in regularly to keep things aligned with your evolving needs.
• Caregiver Manager (CGM) – Leads the scheduling and oversight of your caregiver team, ensuring each caregiver is properly briefed, supported, and aligned with your preferences, routines, and goals.
• Caregiver – Carefully selected, trained, and supported. Caregivers are matched to your needs based on skills as well as personality and communication style. Using our Balanced Care Method®, they support mind, body, and spirit so care is safe, reliable, and enriching.
• General Manager – Oversees local operations to ensure your care team is well-supported, responsive, and operating at the highest standards.
• Executive Leadership at TheKey – A national leadership group with deep expertise in home care, home health, hospice, quality assurance, operations, compliance, and caregiver support. Our CEO, Chris Gerard, has more than 30 years of experience in home health, hospice, and personal care and is committed to advancing high-quality, person-centered care.

Office Hours & After-Hours Service

TheKey provides private home care services 24 hours a day, 7 days a week. Our office hours are Monday through Friday from 9:00am–5:00pm, using a main line that is answered 24/7. During business hours, calls are handled by Staffing Specialists; after hours, holidays, and weekends by our highly trained after-hours support team.

This team can triage your call and contact the appropriate local team member for any service-related emergencies requiring immediate attention. Your call will be returned within 30 minutes if urgent; otherwise, a message will be taken and returned the next business day.

Our services are non-medical. For medical, police, or fire emergencies, always call 911.

Your Care Plan

Your plan of care is written by a nurse/Client Success Manager in collaboration with you, your family, and others involved in your care. A copy stays in the home and another is uploaded to your electronic record. Caregivers see their tasks in a secure app where they document duties performed and how you are doing.

Caregivers follow tasks assigned by the nurse and can only work within their scope of practice (e.g., personal care, mobility support, meal preparation, light housekeeping, accompaniment to appointments). They may remind you about medications but cannot make medication decisions.

Beyond basic tasks, caregivers may garden with you, play cards, read the newspaper, or provide companionship. We also offer specialty programs like the Balanced Care Method® and Cognitive Therapies for keeping the mind sharp.

If there’s a task you’d like help with, talk with your Client Success Manager so we can review it and update your care plan if appropriate.

Your First 90 Days of Care

Care evolves over time. To make it easier to understand what’s normal and what’s not, we think about your first 90 days in three phases: Days 1–30, 31–60, and 61–90.

Not Typical — Please Let Us Know If You Experience:

• Care that feels rushed, transactional, or purely task-based rather than attentive and human.
• Caregivers spending excessive time on their phones unrelated to your care (beyond required app use for schedules and notes).
• Infrequent or unclear communication from your care team.
• Feeling like you have to manage your own schedule or coverage.
• Caregivers arriving unfamiliar with your care needs or care plan.
• Delayed responses to urgent needs, especially when contacting our on-call team.

If anything isn’t meeting your expectations, please reach out to your CSM or local office. We want to resolve concerns quickly and ensure your care is exactly what it should be.

Your Voice Matters & Makes a Difference

Great care is built on partnership. We actively seek your input so we can refine what’s working and fix what’s not. Feedback helps us identify training needs, improve responsiveness, and recognize excellent caregivers and staff.

How We Collect Feedback

• Direct check-ins from your CSM – You’ll hear from your CSM regularly, especially early in care. Use this time to share updates, preferences, or concerns in real time.
• Medallia surveys – You’ll receive brief email surveys from Medallia, our secure third-party feedback platform. These may focus on your overall experience or specific visits and interactions.

Your responses are reviewed by your local office and national Operations and Quality teams. They directly shape how we care for you and other families.

Ongoing Support & Communication

You will have phone, text, and email access to your Client Success Manager during working hours. They are your primary contact for every aspect of your care, including billing questions, caregiver feedback, or schedule changes. Our on-call team supports off hours, overnights, and weekends— because care doesn’t stop at 5pm.

Prefer a certain communication style or cadence? Let us know—we’ll adapt. If you’re unsure how to reach your CSM, you can email quality@thekey.com and we’ll connect you.

Family Room App

You and your family members or trusted points of contact will be enrolled into WellSky’s Family Room Portal, which provides real-time information about your care, including:

• Real-time schedule updates
• Daily caregiver shift notes
• Up-to-date care plans
• Contact information for your local office team

At the start of service, you and your CSM will decide who should be signed up for Family Room. Those individuals will receive an email invitation with login instructions.

Logging In

1. Open the confirmation email from TheKey / WellSky Family Room.
2. Click the secure login link in the message.
3. Enter your email and password and click Login.

Once logged in, you’ll see the latest updates, schedules, and other information about your or your loved one’s care.

Versapay · Frequently Asked Questions

Versapay is our online billing portal. You can still pay without using the portal, but Versapay makes it easy to view invoices, pay online, and enroll in AutoPay if you choose.

Medallia · Feedback Surveys

Medallia is TheKey’s client survey platform. We send periodic surveys so we can understand how we’re doing, what we could do better, and where things are working well.

When You Might Receive a Survey

• Start of care (around day 14)
• Billing feedback (around day 30 and every 60 days thereafter)
• Ongoing follow-up (around day 60 and every 90 days thereafter)
• At the end of care

Surveys are short and simple, but incredibly valuable. Your responses help us celebrate great care, coach where needed, and keep improving experiences for every family.

Have feedback about the survey program itself? You can contact our Quality team at medallia-support@thekey.com.

This Is Just the Beginning

With over 20 years of experience providing in-home care, we know what it takes to deliver excellence not just once, but every day. Our approach is proactive, personalized, and grounded in clinical insight, communication, and consistency.

We’re here to support your goals, respect your routines, and adapt as your needs evolve. If something isn’t working, we’ll fix it. If something could be better, we want to know. Great care isn’t just what we do—it’s who we are.