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Backstop

Trust & safety

You are letting a stranger into your home on your worst morning.

We treat that as the product, not as a compliance chore. Below is every gate a caregiver clears before they can be offered a job, what nobody is permitted to do, and exactly what happens when something goes wrong.
Read the security detail

Vetting

Ten gates. All of them, every time.

An applicant cannot be activated until every row below passes. This is enforced by a single function in our codebase that returns the list of unmet gates — not by a checklist someone works through.

Caregiver vetting gates
GateWhat it requiresHow it's verified
IdentityGovernment photo ID plus a selfie liveness check.Automated, before anything else
Criminal backgroundMulti-jurisdiction criminal search, national sex offender registry, SSN trace, and county-level records for seven years.Through Checkr
Driving recordMotor vehicle record check.Through Checkr
ReferencesTwo professional references, contacted by a person and logged.Manual — we actually call
CredentialsCPR and paediatric first aid for child care. CPR plus CNA or HHA for adult care where the state requires it.Verified at source
Health screeningTB testing where the state requires it. Immunisation records for centre placements.Document verification
InterviewA structured video interview against a scored rubric, with a real person.Recorded and logged
TrainingScope of care, mandatory reporting, emergency procedures, infection control, plus dementia basics for the adult track and safe sleep for the infant track.Re-certified annually
Work authorisationI-9 or W-9 depending on the engagement model in that market.Before activation
Payout setupVerified bank details through Stripe Connect.Before first job

Staying vetted

Vetting isn't a one-time event.

Most of the risk in this category isn't the caregiver who was never checked — it's the one who was checked two years ago.

Every 12 months

Background check re-run. Expiry automatically pauses the caregiver — no exceptions, no grace period.

Continuously

Criminal monitoring where available, so a new charge surfaces between annual checks.

30 / 14 / 1 days

Credential expiry warnings, then automatic pause on the expiry date.

Immediately

Any rating below 3, any high-severity incident, or two no-shows in 90 days triggers automatic review and a pause pending decision.

Scope of care

Non-medical only. This is a hard boundary.

It's written into caregiver terms, family terms, the intake questions, and the software itself. The adult intake screens for every item below and tells your employee plainly when we can't help, with referral options — rather than accepting a booking we can't safely staff.

  • No medication administration, dispensing or injections — reminders only
  • No wound care, catheter care or ostomy care
  • No transfers requiring a lift device
  • No transporting a care recipient in any vehicle
  • No children from different families with one caregiver in a home
  • No overnight in-home child care at launch

When something goes wrong

What actually happens, in order.

  1. 1

    Report

    An always-visible button in both the caregiver and family apps. Severity is defined in plain language so people report rather than hesitate.

  2. 2

    Page

    High severity or any allegation of harm pages our on-call immediately. Not a ticket queue — a phone ringing.

  3. 3

    Contact

    A coordinator reaches the family within fifteen minutes.

  4. 4

    Pause

    The caregiver is automatically suspended pending review for any allegation of harm. Before an investigation, not after.

  5. 5

    Investigate and report

    Documented investigation, resolution, and mandatory external reporting where the law requires it. Records are append-only.

Questions

Including the uncomfortable ones.

Can anyone override the vetting process?
One role can, and only with a written reason recorded permanently in the audit log against their name. There is no quiet override, no 'approve anyway' button for a coordinator under pressure, and no path that skips a background check because supply is tight in a market.
How current is a background check?
Never more than twelve months old. When a check expires the caregiver is automatically paused — they stop receiving offers until it's re-run. This is enforced by a scheduled job, not by someone remembering.
What can a caregiver never do?
Administer, dispense or inject medication — reminders only. Wound care, catheter care, ostomy care. Any transfer requiring a lift device. Driving a care recipient anywhere, in any vehicle. Care for children from more than one family at the same time in a home. These are hard limits in the software, not guidance in a handbook.
What happens if there's an incident?
There is an always-visible report button in the caregiver and family apps. Anything rated high or critical pages our on-call immediately, a coordinator contacts the family within fifteen minutes, and the caregiver is automatically paused pending review for any allegation of harm. Records are immutable — corrections are appended, never edited, because that record is what an insurer and a court will read.
Are caregivers mandatory reporters?
Yes, for child abuse and neglect and, in most states, elder abuse. It's covered in required training with a signed acknowledgment we retain. We also make external reports ourselves where the law requires it.
What insurance covers a booking?
General liability, professional liability, and abuse and molestation coverage on every booking made through the platform. Care arranged privately between a family and a caregiver, off-platform, is not covered — which is the honest reason to keep bookings in the app rather than a punitive one.
Can a family request a caregiver by race or religion?
No. Filtering caregivers by race, religion, national origin or other protected characteristics is not available and not permitted. Language preference is supported. Gender preference for personal-care tasks is handled case by case within what's legally defensible.

Ask us the hard version of any of this.

We'd rather answer it now than during your security review.

Contact usSecurity & compliance