Re: Diane Kavpil

Thanks Megan.

Max and Laura, what are the next steps to getting our arms around this?

Thanks,


*Will Reid*

Partner | TheKey

Mobile: 513.707.2304

<http://www.thekey.com>



On Thu, Feb 26, 2026 at 10:56 AM Megan Panko <megan.panko@thekey.com> wrote:

> No I did not deactivate it
>
> On Thu, Feb 26, 2026 at 10:51 AM Maximiliano Ibáñez <
> maximiliano.ibanez@thekey.com> wrote:
>
>> [image: image.png]
>> I found that it was deactivated the 17th. It says created by Megan, so I
>> don't know if she deactivated it. Maybe we could ask someone from CC to
>> confirm
>>
>> On Thu, Feb 26, 2026 at 11:53 AM Laura Horval <lhorval@thekey.com> wrote:
>>
>>> Is there a way to see how that happened- because the Diane W client has
>>> the proper address, emergency contact, etc… for Diane Kavpil. It says she
>>> was deactivated 2/17 but to my knowledge nobody in my office deactivated
>>> her.
>>>
>>> On Thu, Feb 26, 2026 at 9:32 AM Maximiliano Ibáñez <
>>> maximiliano.ibanez@thekey.com> wrote:
>>>
>>>> Hi Laura,
>>>> I see that the client from the link you sent me is deactivated in
>>>> wellsky https://hcacinci.clearcareonline.com/clients/8782702/ Name is
>>>> Diane W
>>>> The client created as Mom Unknown, that then changed name to Diane
>>>> Kvapil, is active https://hcacinci.clearcareonline.com/clients/8782630/
>>>>
>>>> On Thu, Feb 26, 2026 at 11:22 AM Laura Horval <lhorval@thekey.com>
>>>> wrote:
>>>>
>>>>> We modified the client in Wellsky after she had a sudden name switch.
>>>>>
>>>>> We had worked a shift with Diane and then suddenly the next day in
>>>>> Wellsky her profile was completely changed to “mom unknown” who was an
>>>>> opportunity not yet converted from Salesforce.
>>>>> We quickly changed the information back to Diane’s in Wellsky to not
>>>>> confuse the caregiver further until we had a resolution.
>>>>>
>>>>> Max, were you able to look at the link I sent you in chat Monday with
>>>>> Diane’s original information?
>>>>>
>>>>> https://homecareassistance.lightning.force.com/lightning/r/Opportunity/006UH00000a0waPYAQ/view
>>>>>
>>>>> The concern now is that a prospect of ours received a bill for a
>>>>> current client. I want to make sure they receive no more bills and make
>>>>> sure Diane is receiving hers as well.
>>>>>
>>>>>
>>>>> On Thu, Feb 26, 2026 at 9:17 AM Maximiliano Ibáñez <
>>>>> maximiliano.ibanez@thekey.com> wrote:
>>>>>
>>>>>> I don't think so. This is the client
>>>>>> https://homecareassistance.lightning.force.com/lightning/r/Account/001UH00000kZ7AeYAK/view
>>>>>> In this image we see that the integration (Prod Workato) updated the
>>>>>> name. This indicates the client was modified from wellsky,
>>>>>> [image: image.png]
>>>>>>
>>>>>> On Thu, Feb 26, 2026 at 10:45 AM Timothy Thomas <tt@thekey.com>
>>>>>> wrote:
>>>>>>
>>>>>>> Thanks Max.
>>>>>>>
>>>>>>> Is it now resolved?
>>>>>>>
>>>>>>> On Thu, Feb 26, 2026 at 7:41 AM Maximiliano Ibáñez <
>>>>>>> maximiliano.ibanez@thekey.com> wrote:
>>>>>>>
>>>>>>>> Hi everyone,
>>>>>>>> From our investigation, Salesforce shows that the name was changed
>>>>>>>> by the integration. This indicates that the client name was updated in
>>>>>>>> WellSky, which then synced to Salesforce.
>>>>>>>> Best regards,
>>>>>>>> Maximiliano Ibáñez
>>>>>>>>
>>>>>>>> On Thu, Feb 26, 2026 at 9:51 AM Will Reid <wreid@thekey.com> wrote:
>>>>>>>>
>>>>>>>>> Tim,
>>>>>>>>> Can you assist with this?
>>>>>>>>>
>>>>>>>>> Thanks
>>>>>>>>>
>>>>>>>>>
>>>>>>>>> *Will Reid*
>>>>>>>>>
>>>>>>>>> Partner | TheKey
>>>>>>>>>
>>>>>>>>> Mobile: 513.707.2304
>>>>>>>>>
>>>>>>>>> <http://www.thekey.com>
>>>>>>>>>
>>>>>>>>>
>>>>>>>>>
>>>>>>>>> On Wed, Feb 25, 2026 at 4:52 PM Laura Horval <lhorval@thekey.com>
>>>>>>>>> wrote:
>>>>>>>>>
>>>>>>>>>> Good Afternoon,
>>>>>>>>>>
>>>>>>>>>> I wrote Salesforce last week to let them know of an error where
>>>>>>>>>> Diane Kavpil’s profile was somehow switched to a “Mother unknown” account
>>>>>>>>>> from Salesforce associated with Stephanie Thomson.
>>>>>>>>>>
>>>>>>>>>> Stephanie reached out to our Care Manager, Megan Panko, to let us
>>>>>>>>>> know she received Diane’s bill.
>>>>>>>>>>
>>>>>>>>>> We need to get this fixed ASAP and figure out how this happened
>>>>>>>>>> so that it does not happen to any future clients. Can someone please get
>>>>>>>>>> back to me on next steps.
>>>>>>>>>>
>>>>>>>>>> Laura Horval MSW LSW
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>> General Manager | TheKey
>>>>>>>>>>
>>>>>>>>>> Office: 513-891-2273
>>>>>>>>>>
>>>>>>>>>> Mobile: 513-535-0558
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>> *Aging Life Care Professional™; CDP®*
>>>>>>>>>> *PAC® Consultant; **PAC® Coach*
>>>>>>>>>> * Please note my email has changed: *
>>>>>>>>>> lhorval@thekey.com
>>>>>>>>>> <https://brand.thekey.com/esg/lhorval@thekey.com>
>>>>>>>>>> TheKey.com <https://www.thekey.com/>
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>>>>>>>>>> .com/TheKeyCincinnati
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>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>>
>
> --
> *Megan Panko*
> Client Care Manager-Cincinnati
> megan.panko@thekey.com
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> office: 513-891-2273 option 3
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