Technology & Software Systems

Overview

TheKey operates across multiple software platforms to manage scheduling, caregiving, billing, recruiting, and client engagement. The technology stack has evolved significantly over more than a decade — from early ClearCare adoption through the WellSky acquisition of that platform, to a broadening suite that now includes Salesforce, iCIMS, Tableau, QuickBooks, and emerging caregiver engagement tools. Stable, well-integrated systems are operationally critical: outages directly prevent caregivers from clocking in or out, block admin access, and disrupt care delivery.

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Key People

• Timothy Thomas (Tim) — Executive-level approver for ClearCare access requests; QuickBooks login holder for the Montreal instance; long-standing contact with ClearCare/WellSky.
• Aaron Worob — Involved in QuickBooks access troubleshooting (2023).
• Randi Schapira CPA CA — Finance/accounting stakeholder involved in QuickBooks access discussions.
• Ali Malik — Staff member involved in the QuickBooks access thread (2023).
• Frank Liu — Participant in QuickBooks access thread (2023).
• Roxana Cruz — Manages ClearCare admin portal invites for the Canadian environment.
• James Patchett — Involved in ClearCare data issues (2022) and ENGYJ platform evaluation (2025).
• Amy Freeman — Communicated WellSky/ClearCare outage status updates (2023, 2024).
• Darion Jacobs — Subject of a ClearCare access provisioning thread requiring dual approval (Tim + another approver) in 2025.
• John Andrew Hawkins — Managed IT deployments including French-language packages for Quebec computers (2026).
• Sandra Daoust — Coordinated SentinelOne endpoint protection rollout (2022).
• Briana Caterina Del Real — New hire system access provisioning (ClearCare, iCIMS, Analytics Portal).
• Joey Taylor — Involved in Montreal QuickBooks access issue (2025).
• Jennifer Allen — Communicated iCIMS Canada go-live (2023).

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Processes & Policies

ClearCare / WellSky (Core Scheduling & Care Platform)

• Primary operational platform for scheduling, caregiver clock-in/out, client profiles, and care plans.
• Care Plans entered in ClearCare are surfaced directly to caregivers via the Caregiver App and will be available to family members via TheKey Family App.
• New client intake triggers automatic creation of a WellSky/ClearCare profile per SLA process.
• ClearCare access for new hires is provisioned via a formal request requiring dual approval (requester + Tim Thomas).
• Canadian ClearCare environment accessed at app.clearcareonline.ca; Toronto instance at torontohca.clearcareonline.ca.
• ClearCare is noted as available in English only — a documented compliance issue for Quebec francization requirements. [Situation_linguistique — 2024-03-04]

QuickBooks (Accounting)

• Described as a "very complicated database software" with data hosted locally on a specific remote-access computer. [Re: QUICKBOOKS ACCESS* — 2023-02-22 — Aaron Worob]
• The Montreal QuickBooks instance is tied to Tim's personal login — a single-point-of-failure access model. [Re: Montreal QuickBooks — 2025-02-10]
• QuickBooks Online does not integrate with the ClearCare platform; a longer-term accounting software replacement was noted as under consideration. [Re: Quickbooks — additional question — 2022-03-14 — Tim Thomas]

Endpoint Security

• SentinelOne endpoint protection software was mandated for installation on all company computers in 2022. IT coordinated remote installation sessions with staff. [Fwd: Action Required — 2022-04-26]

New Hire System Access

• Standard access checklist includes: ClearCare (with appropriate URL), iCIMS, and Analytics Portal.
• Staff must sign a computer confidentiality statement if using organizational systems for documentation authentication.
• Personal software may not be installed on company computers per Employee Handbook policy.

Caregiver & Family Apps

• TheKey Caregiver App (integrated with WellSky/ClearCare) handles shift clock-in/out.
• TheKey Family App is presented to clients at onboarding; field teams assist with adoption per SLA.
• App support contact: app-support@thekey.com

Caribou (Canada — Caregiver Engagement)

• New caregiver engagement platform launched across all Canadian locations. Pre-go-live checklist required: completed training, reviewed support materials, tested login credentials. [Go_Live_Notice_1_Internal]

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Timeline & Key Events

• 2015-11 — AlayaCare approaches TheKey (then Home Care Assistance), noting ClearCare as the assumed incumbent platform. [Re: Alayacare Software — 2015-11-23]
• 2016 — ClearCare described as the "industry leading home care technology platform" and top conference sponsor. [2016 Conference Sponsor Preview — 2016-05-02]
• 2018-01 — ClearCare noted as an Amazon Web Services Hot Startup. [Re: Year In Review — 2018-01-17]
• 2019-01 — ClearCare experienced its worst outage since 2015; formal apology issued to agency partners. [Fwd: More Information on Yesterday's Outage — 2019-01-02]
• 2022-04 — SentinelOne endpoint protection mandated company-wide. ClearCare data issue affects Oakville & Waterloo logins and caregiver app access.
• 2022-11 — WellSky Personal Care Canadian Environment scheduled downtime; admins and caregivers fully locked out during window.
• 2023-06 — TheKey App login issue resolved but ClearCare data issue continued to impact schedules. [TheKey App STATUS UPDATE — 2023-06-26]
• 2023-08 — iCIMS Canada goes live for recruiting; Caregiver Connect App clock-in/out issues reported.
• 2024-08 — WellSky platform and Caregiver App login outage investigated. [WellSky/ClearCare - System Unresponsive — 2024-08-01]
• 2025 — WellSky, Salesforce, and Tableau confirmed live and configured for the Canadian market. [We_Are_Live_Internal]
• 2026-03 — John Andrew Hawkins deploys French-language packages to Quebec computers for compliance; one user (Maria Licoudis) missing from system. [Re: Quebec Compliance Guide — 2026-03-31]

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Key Decisions

• ClearCare as core platform: Adopted early and maintained as the primary scheduling and care documentation system across US and Canadian operations.
• WellSky acquisition of ClearCare: TheKey transitioned to WellSky branding while retaining the underlying ClearCare platform infrastructure.
• QuickBooks retained but flagged for replacement: QuickBooks Online's lack of ClearCare integration and absence of French-language capability were cited as drivers for potential future replacement. No replacement has been confirmed.
• SentinelOne mandatory: Endpoint protection standardized across all company computers in 2022.
• iCIMS adopted for Canadian recruiting: Went live 2023-08, replacing prior recruiting workflows for Canadian offices.
• Caribou adopted for Canadian caregiver engagement: Launched as a new platform across Canadian locations.
• ENGYJ under evaluation: Described as an "apply-to-hire automation system built specifically for Home Care," positioned as more comprehensive than Humanly (applicant tracking only). [ENGYJ Description — 2025-09-05 — James Patchett]

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Open Questions & Gaps

• QuickBooks single-login dependency: Montreal's QuickBooks instance relies on Tim's personal login. No documented resolution or credential-sharing policy found.
• ClearCare French-language gap: ClearCare is English-only; documented as a compliance risk for Quebec. No timeline for a fix or platform replacement.
• Accounting software replacement: Tim noted in 2022 that a replacement for QuickBooks (with French capabilities and ClearCare integration) was being considered; no follow-up found.
• Maria Licoudis missing from IT systems: Not registered in the computer deployment system as of 2026-03; no resolution confirmed. [Re: Quebec Compliance Guide — 2026-03-31]
• ClearCare access on personal devices: A 2024 request to allow ClearCare access from a personal computer (Nikita Moreau, travelling) was raised but resolution not confirmed in available records.
• ENGYJ evaluation status: No decision recorded on whether to adopt or decline the platform.
• Margin calculation in ClearCare: A spreadsheet tool was requested to help sites understand margin requirements factoring workers' comp accrual, but no solution confirmed. [Monthly GM Meeting 2026]

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Related Topics

1. Caregiver Scheduling & Shift Management

2. Electronic Visit Verification (EVV) & Compliance

3. Recruiting & Onboarding (iCIMS)

4. Client Intake & Care Planning

5. Cybersecurity & IT Infrastructure