--0000000000006ed975064e44dfb6 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Lito, We have never ended services on a client before in Calgary, so I'm not the right person to ask. You might want to loop in Steve Koyanagi to see if there are provincial regulations around your question. Regards, Chuck On Mon, Mar 30, 2026 at 3:39=E2=80=AFPM Lito Delapena wrote: > HI Chuck and Tim, > > We are happy to provide Candace with a suspension notice. Before > proceeding, could you please advise whether there are any Calgary or > Alberta-specific regulations we should be aware of when ending care? > > Additionally, is there a recommended notice period or required method of > communication with the client in these situations? > > For context, in the U.S., some states require a two-week notice before > ending care. In certain cases, agencies may be required to assist in > coordinating alternative care if services are terminated abruptly. > > Thank you in advance for your guidance. > > Lito Delapena > > Customer Contact and Collections Manager | TheKey > > Mobile: 619-722-8561 > > > > > > On Mon, Mar 30, 2026 at 1:02=E2=80=AFPM Chuck Terlesky > wrote: > >> Hi Marc, >> >> In our last communication with Candice, she was very upset about the cal= l >> from Shawntel. She did provide the payment, although it was an unpleasan= t >> conversation for Shawntel. I recommend you send the suspension letter. >> >> Thanks, >> Chuck >> >> On Mon, Mar 30, 2026 at 12:10=E2=80=AFPM Marc Atkinson > collectionsteam@thekey.com> wrote: >> >>> Hi Chuck and Tim, >>> >>> Thank you both for the follow ups. It is appreciated. >>> >>> The first time around, from 2 weeks ago, OTC did not send Candice a >>> notice of suspension. Shawntel spoke with her over the phone and that i= s >>> when Candice decided to send us the $3,000 Etransfer. >>> >>> Do you want us to send this notice of suspension? It might be better if >>> it came from your office. >>> >>> Please let us know how to proceed. For now we can send Candice an >>> updated account balance statement but I would like to send the notice o= f >>> pending suspension with it. >>> >>> Thank you! >>> >>> Regards, >>> >>> Marc Atkinson >>> Team Leader >>> Customer Contact & Collections Center >>> 866-226-1702 - Main Line >>> 239-264-1290 - Direct Line >>> marc.atkinson@thekey.com >>> >>> [image: logo-the-key.svg] >>> On Fri, 27 Mar at 2:53 PM , Collections Team >>> wrote: >>> >>> Thanks Marc, >>> >>> Chuck, I suggest we send another suspension notice. >>> >>> On Fri, Mar 27, 2026 at 2:13=E2=80=AFPM Marc Atkinson >> collectionsteam@thekey.com> wrote: >>> >>>> Hi Shawntel, Chuck, & Tim, >>>> >>>> We wanted to reach out to provide the current account balance statemen= t >>>> for the Albo's. I just checked our emails and Etransfer logs and do no= t see >>>> any recent Etransfer payments from Candice. The last payment we receiv= ed >>>> was that $3,000.00 payment from 2 Friday's ago, 3/13. >>>> >>>> May yo