Meet Our Calgary Team

Charles is a healthcare operator focused on building high-performing teams and disciplined, growth-oriented home care operations. With over 20 years of experience, he brings a practical blend of operational leadership, entrepreneurial thinking, and a deep commitment to improving the quality of life for seniors. He believes exceptional care is driven by a strong culture, clear accountability, and a workforce supported to perform at a high level.

As General Manager for TheKey in Calgary, Charles is accountable for operations, client experience, workforce performance, and business results across multiple markets. He leads with a focus on sustainable growth, caregiver retention, and the delivery of consistent, high-quality care in both private and government-funded environments.

Previously, Charles served as Regional Care Ambassador for Canada, where he led a national team supporting over 1,000 caregivers. His work focused on strengthening workforce engagement, improving retention, and driving operational consistency at scale. A graduate of the University of Calgary, Charles brings a leadership style grounded in accountability, execution, and continuous improvement.

He is committed to raising the standard of home care and is always open to connecting with families, partners, and industry leaders focused on delivering better outcomes in community-based care.

Desiree Aranjo is a Lead Home Care Advisor at TheKey, where she helps guide families through one of the most important decisions they’ll make—choosing care for a loved one at home. She serves as a trusted first point of contact, bringing empathy, clarity, and expertise to every interaction.

Desiree plays a key role in overseeing the intake experience, ensuring each family receives timely, thoughtful support from their very first conversation. She takes a consultative approach, listening closely to understand each situation and helping families navigate their options with confidence.

Known for her warmth and strong communication, Desiree builds trust quickly while maintaining a focus on outcomes—helping families move forward with care that meets their needs. She collaborates closely with internal teams and referral partners to ensure a smooth, seamless transition from inquiry to care.

Her goal is to make the process feel less overwhelming and more empowering—so every family feels supported, informed, and confident in choosing TheKey.

Emily Lynch is a Lead Home Care Advisor at TheKey, where she serves as a trusted first point of contact for families navigating care decisions. She plays a critical role in guiding prospective clients from initial inquiry to enrollment, ensuring each interaction is handled with empathy, clarity, and expertise.

Emily oversees the intake experience within her region, setting a high standard for responsiveness, communication, and conversion. She leads by example—balancing performance with compassion—while helping families feel understood and supported during what is often a time of uncertainty. Through thoughtful discovery and clear guidance, she helps match clients with care solutions that support safety, independence, and quality of life at home.

Known for her ability to build trust quickly and communicate with confidence, Emily works closely with internal teams and referral partners to create a seamless transition from inquiry to care. She is deeply committed to delivering a consistent, high-quality experience that reflects TheKey’s concierge-level approach to home care.

Her goal is to ensure every family feels heard, informed, and confident in taking the next step toward care—turning moments of uncertainty into a clear and supported path forward.

Shawntel Sousa is a Client Success Manager at TheKey who brings a deeply people-centered approach to supporting clients and their families. A Licensed Practical Nurse (LPN) with over 11 years of home care experience—including more than 6 years with TheKey—Shawntel combines strong clinical expertise with a genuine passion for delivering exceptional care experiences.

As part of the Care Team, she focuses on creating an environment where care feels not just well-managed, but truly supportive and human. Shawntel is especially attuned to the emotional side of care—helping families feel heard, understood, and reassured as they navigate important decisions. She takes the time to build trust, maintain open communication, and ensure that both clients and caregivers feel confident every step of the way.

Known for her warmth, empathy, and professionalism, Shawntel helps transform what can often be a stressful process into one that feels more manageable and personal. Her goal is to ensure every client feels cared for not just in service, but in experience—bringing comfort, connection, and peace of mind at home.