Communication Systems & Handoffs

Overview

Communication systems and handoffs are the operational backbone of TheKey's care delivery model, spanning caregiver documentation, platform-based logging, inter-team referrals, client transition planning, and quality assurance workflows. Effective handoffs — whether from caregiver to coordinator, care team to client family, or one technology system to another — directly affect client safety, billing accuracy, regulatory compliance, and retention. Breakdowns in these systems appear repeatedly across operational records as a root cause of service disruptions and client experience failures.

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Key People

• Sharon Speirs — Involved in care observation log compliance and Ceridian system access communications (2025–2026).
• Sheila Lively — Participated in care observation log action items (April 2026).
• Micah Jakoblich — Account manager handling referrals, communications, and SAPs; manages ~15 clients in senior living settings. [Midwest_Cheat_Sheet_v2]
• Amelia Howard — Coordinated referrals-out and communications workflows (March 2026).
• Kristal Parris — Addressed general communication issues (March 2026).
• Briana Del Real — Managed extended ClearCare login issue resolution (December 2025–March 2026). [Login Issue — 2025-12-17 — ClearCare Support]
• Alyson Rohane — Led Caribou CAD training and communication plan review (February–March 2026).
• Olivia Farrow / Katherine Midura — Reviewed Caribou CAD draft and training plans (March 2026).
• Fayaz Rahman — Distributed Digital Dashboard login credentials (December 2025).
• Joey Taylor / Umesh Shah / Monica Johnston — Coordinated multi-party communication on client case (Calogero "Charlie" Campisi, December 2025).
• Germaine Daniels / Irin Eva — Handled Ceridian self-service access transition (December 2025).
• Isabelle Grondin / Celeste Lee — Processed new account approvals for external referral partners (January–March 2026).

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Processes & Policies

Documentation Standards

• Progress notes must be completed for every client interaction, written clearly, concisely, and objectively. [TheKey_Kansas_Policies_Procedures_Manual]
• Notes must be documented immediately following service delivery, no later than end of the working day.
• Client Success Managers/RNs log each QA visit or reassessment as an Activity Note in ClearCare, tagged "QA Visit." Updated care plan dates are entered in the "Care Goals" section. [Updated_SLA_Client_Experience; SLA_Existing_Client_Experience]
• Water temperature checks and caregiver safety confirmations are logged via a Water Temperature Log or the Caregiver Mobile Application. [Policy_and_Procedure_Manual_2022]

ClearCare as Primary Communication Hub

• ClearCare serves as the central platform for client notes, care plans, QA activity logs, and scheduling.
• Onboarding documentation — including SOC Checklists, Client Consent Agreements, and Payment Authorization Forms — is managed within ClearCare. [Onboarding Guide Final Version.pptx]
• Portal access is required for full roster visibility, scheduling, and caregiver offer management. [Procura_Training_Recordings]

Referrals & External Communications

• Referrals out, SAPs (Service Authorization Plans), and external partner communications are tracked as a combined workflow. [Referrals Out/Communications/SAPs — 2026-03-18 — Micah Jakoblich]
• New external accounts (clinics, physicians) require formal approval before communication or referral channels are opened. [Approval for New Account: Montreal Urology Clinic — 2026-03-16; Approval for New Account: Dr. Katalin Balogh — 2026-01-19]

Service Level Interventions (SLIs)

• An SLI is a formal report created when an incident causes disruption or reduction in service quality placing the business at risk. [Service_Level_Interventions_Updated_2024]
• All Medallia survey responses, regardless of score, require follow-up notes documented within the platform. [Medallia_Playbook_and_SOP_v12025]

On-Call & End-of-Day Reporting

• On-call teams submit EOD reports covering budget, hours, and revenue by office. Notes logs track after-hours incidents and shift handoffs. [OnCall_EOD_Reports_January_2025]

Client Transition & Rebrand Handoffs

• Acquisition handovers require an owner transition period, introductions to clients and referrers, training obligations (shadowing, ride-alongs), and a formal client communication plan for rebranding. [Diligence_Requests_TheKey_of_Kansas_LLC]

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Timeline & Key Events

| Date | Event |

|------|-------|

| 2025-12 | Extended ClearCare login issue (Ticket #1344768) handled by Briana Del Real across multiple escalation emails. |

| 2025-12-17 | Digital Dashboard login credentials distributed by Fayaz Rahman. |

| 2025-12-29 | Ceridian self-service access system transition; new login required for all employees (Irin Eva, Germaine Daniels, Sharon Speirs). |

| 2025-12-08/09 | Multi-party email chain on client Calogero "Charlie" Campisi involving Joey Taylor, Umesh Shah, Monica Johnston — indicating a complex care handoff or incident. |

| 2026-01-28 | Caribou Canada Training and Communication Review meeting scheduled by Alyson Rohane. |

| 2026-02-26 | Caribou CAD Draft & Training/Communication Plans review initiated. |

| 2026-03-02 | Caribou CAD plan review completed with Olivia Farrow and Katherine Midura. |

| 2026-03-18/19 | Referrals Out/Communications/SAPs workflow thread active (Micah Jakoblich, Amelia Howard). |

| 2026-04-01 | Action Required notices issued for client care observation logs due April 20 (Sharon Speirs, Sheila Lively). |

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Key Decisions

• ClearCare is the designated system of record for care notes, QA logs, and care plan updates across markets.
• Caribou CAD was selected for scheduling/communication integration in Canada, with a dedicated training and rollout plan developed through Q1 2026.
• External referral accounts require a formal approval workflow before activation, standardizing partner onboarding.
• EOD on-call reporting is structured by office/market and tied to budget and revenue metrics — not just narrative notes — establishing accountability at the shift level.
• Care observation logs carry a hard deadline enforced by management (April 20, 2026 deadline circulated April 1).

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Open Questions & Gaps

• The ClearCare login issue (Ticket #1344768) persisted across at least 8 email exchanges from December 2025 through March 2026; root cause and final resolution are not confirmed in available records.
• The Calogero "Charlie" Campisi thread involved at least four staff members over two days — the nature of the handoff failure or incident is not described in available metadata.
• It is unclear whether Caribou CAD has been fully deployed in Canada or remains in a training/pilot phase as of Q1 2026.
• The relationship between Procura (referenced in training recordings) and ClearCare is ambiguous — whether these are parallel systems in different markets or sequential replacements is not confirmed.
• Compliance with the April 20 care observation log deadline is unverified in available records.

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Related Topics

• Care Plan Management & QA Visits
• ClearCare Platform Administration
• Caregiver Onboarding & Training
• Service Level Interventions (SLIs)
• Referral Partner Management