Office Operations & Administration

Overview

Office Operations & Administration encompasses the day-to-day administrative infrastructure supporting TheKey's multi-region business across the U.S. and Canada. This includes physical office management (openings, closures, and lease compliance), payroll processing, staff scheduling, insurance renewals, system-specific office hours, and automation initiatives. Effective administration directly enables caregiver deployment, client onboarding, and regulatory compliance across all divisions.

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Key People

• Robert Valliant — issued the 2026-04 policy change on Operations Incentive Eligibility Timing
• Sharon Speirs — Canadian operations contact; involved in Vancouver cluster care coordination and office payroll (March 16–23 cycle)
• Nicole Avedis — led Canada 2026 COI (Certificate of Insurance) renewal for Toronto and Waterloo offices
• Timon Page — initiated COI renewal communication [Canada 2026 COI Renewal - Toronto & Waterloo offices — 2026-03-31]
• Sean Cygan — shared "State office - Admin" spreadsheet; involved in COI renewal correspondence; maintains admin data tracking
• Amelia Howard — managed Grand Rapids office closure process, including client communications; out of office March 26–30
• Diane Mockenhaupt — coordinated Michigan office discussions; declined Salesforce/PandaDoc Office Hours
• Joey Taylor / Irin Eva — handled Montreal office payroll for the March 16–29 cycle
• Christina Archer — launched Employee Onboarding RPA Automation initiative (2026-03-23)
• Alyson Rohane — organized Caribou and WellSky open office hours sessions
• Cristal Munoz / Amanda Ominsky — participated in Michigan office discussions
• Adam Tann — involved in Vancouver caregiver subsidy discussions
• Audra Williams — CSM open office hours organizer; authored PACL Discount SOP (v1, 2026-03-19)

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Processes & Policies

Physical Office Administration

• Office closures require formal client notification letters (e.g., "Office Closure GR Letter Clients" document) prepared and distributed to affected clients prior to closure.
• Michigan office changes required multi-party coordination among regional staff, Amelia Howard, Diane Mockenhaupt, Cristal Munoz, and Amanda Ominsky.
• Canadian offices must maintain current Certificates of Insurance (COI); renewals are tracked and coordinated centrally (e.g., Toronto and Waterloo 2026 renewals).

Payroll Processing

• Office payroll is processed on a recurring cycle. Canadian offices (Montreal, Vancouver) submit and reconcile payroll per pay period.
• Montreal payroll for the March 16–29 cycle was initiated by Joey Taylor and followed up by Irin Eva [Montreal Office Payroll — 2026-03-26/27].
• Vancouver-region staff payroll (March 16–23) was managed with Sharon Speirs's involvement [Re: office payroll March 16-23 — 2026-03-29].

Expense Reporting

• Expense reports must be submitted with supporting documentation to the employee's direct manager via Coupa, the company's designated expense system.
• Non-compliant expenses require additional approval. Policy is documented in the Travel & Entertainment Policy (Final, 2025).

Office Hours Programs

• Multiple recurring open office hours sessions are scheduled to support operational and system-related questions:

- WellSky Cleanup Office Hours: Weekly, 2–2:30 PM EDT, Wednesdays, April 15 – May 20, 2026; also daily during April 6–12 [Alyson Rohane — 2026-04-01]

- Caribou Open Office Hours: Multiple sessions in April 2026 (April 13, 14, 16, 27, 28), 2–2:30 PM EDT [Alyson Rohane — 2026-03-19]

- Sales Training Office Hours: Optional session held March 30, 2026, 2:45–3:45 PM EDT [Jodi France — 2026-03-30]

- CSM Open Office Hours (Bee & Audra): Cancelled for March 24, 2026 [Audra Williams — 2026-03-24]

- Salesforce / PandaDoc Office Hours: Scheduled July 30, 2026; declined by Diane Mockenhaupt

Employee Onboarding Automation

• RPA (Robotic Process Automation) launched March 23, 2026 for employee onboarding, reducing manual administrative steps and accelerating new hire starts [Christina Archer — 2026-03-23].

Documentation Standards

• All offices follow standardized policy and procedure documentation; TheKey of Kansas's manual (reviewed June 2024) governs progress notes and client documentation.
• Office staff documentation requirements in Quebec include bilingual compliance per the francization program (voice messages, email signatures, work request processes).

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Timeline & Key Events

| Date | Event |

|---|---|

| 2026-03-18 | Grand Rapids closure letter to clients drafted; Michigan office discussions initiated |

| 2026-03-19 | Michigan Offices multi-party email thread; PACL Discount SOP v1 authored by Audra Williams |

| 2026-03-20 | Formal Grand Rapids, Michigan location closure communicated |

| 2026-03-23 | RPA Employee Onboarding Automation launched by Christina Archer |

| 2026-03-26–29 | Montreal and Vancouver office payroll processed for March 16–29 cycle |

| 2026-03-25 | Sean Cygan shares "State office - Admin" Google Sheet |

| 2026-03-31 | Canada 2026 COI renewal initiated for Toronto and Waterloo offices |

| 2026-04-01 | WellSky Cleanup Office Hours scheduled (Alyson Rohane) |

| 2026-04-02 | Operations Incentive Eligibility Timing Policy change issued by Robert Valliant |

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Key Decisions

• Grand Rapids, Michigan closure: The physical office was closed, requiring client notification letters and internal coordination across multiple regional staff. [2026-03-18 to 2026-03-23]
• RPA for onboarding: Leadership committed to automating employee onboarding to reduce administrative burden, launched March 2026.
• Operations Incentive Eligibility Timing change: A formal policy update was issued April 2, 2026 by Robert Valliant, affecting when staff become eligible for operations incentives.
• COI renewal process centralized: Nicole Avedis took ownership of coordinating the 2026 COI renewals for Canadian offices rather than managing per-office independently.
• Vancouver caregiver subsidy: Under discussion as of March 18, 2026; Adam Tann involved, outcome not confirmed in available records.

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Open Questions & Gaps

• Vancouver caregiver subsidy: The outcome and approval status of the subsidy discussed by Adam Tann remain unclear [Re: Subsidy for our Caregivers - Vancouver Office — 2026-03-18].
• Michigan office consolidation: It is unclear whether all Michigan offices beyond Grand Rapids were affected or restructured following the March 2026 discussions.
• WellSky Cleanup scope: The nature and extent of the WellSky data cleanup requiring daily office hours during April 6–12 is not detailed in available records.
• Salesforce/PandaDoc Office Hours: Scheduled for July 30, 2026 but declined by at least one key stakeholder (Diane Mockenhaupt); adoption or rescheduling status unknown.
• Operations Incentive policy change details: The specific eligibility timing change issued by Robert Valliant is referenced but not fully described in the available excerpts.

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Related Topics

1. Payroll & Compensation Processing

2. Employee Onboarding & HR Automation

3. Canadian Office Compliance & Insurance

4. WellSky & Salesforce System Administration

5. Office Closures & Regional Restructuring