Faq’s

Faq's

FOR CLIENTS

General Questions

How do I sign up?

Visit Trustcaregivers.com and select Find A Caregiver. Fill out the questionnaire and proceed to create your account and find a match.  Once you find a match you can book and manage your care sessions with vetted caregivers.

What is Trust Caregivers?

Trust Caregivers is a venue that provides tools including matching, scheduling, payment processing and customer support services to help care seekers find, book and manage caregivers online. Trust Caregivers is not a service provider and does not provide care services, rather we offer the tools to find and manage your home care sessions. Caregivers on our website are acting as an independent contractor.

By booking care sessions through Trustcaregivers.com you can:
1. Find and match with vetted and qualified caregivers that meet your needs
2. Manage bookings and process payment easily online
3. Receive ongoing customer support
4. Trust Caregivers is insured as per our policy.

What type of at-home caregivers do you offer?

There are three types of caregivers:

Standard Caregiver
Someone that is hardworking and reliable with a passion of taking care of seniors.

PSW Caregiver
A Standard Caregiver that has completed Personal Support Worker (PSW) training and can provide proper documentation to support this.

Medical Specialized Caregiver
You are a Registered Nurse (RN) and or Registered Practical Nurses (RPN) that meets the requirements outlined by a Canada or your province and can provide proper documentation to support this.

How do I contact Trust Caregivers?                                                                                     See our Contact page.

What are your Terms of Service?                                                                                        See our Terms of Service page.

Finding a Caregiver

I need to find a caregiver for my parent who is about to be discharged from the hospital, can you help?

Absolutely. Many of our clients come from families who are seeking care for their parents who are about to be discharged. When you select “Find A Caregiver” and fill out the questionnaire, be sure to add a note regarding your needs, in the comment section in your questionnaire.

How do you assess caregivers?

Our caregivers go through a thorough vetting process before they are approved.

Criminal background Check. We run comprehensive federal level background checks on all caregivers.

Reference Check. All caregivers undergo a reference check.

Phone Interviews. Each caregiver is interviewed and approved by one of our care team specialists.

Video Interviews. Watch a video interview to learn about your caregiver before moving forward with them.

Medical Certifications (Optional). A caregiver can be any dedicated and hardworking individual that is providing care. However, if you require your caregiver to have a particular medical certification including Registered Nurse (RN) or RPN this is highlighted in the individual’s profile.

Do you Offer Overnight Care?

Yes we do. There are a variety of reasons people seek overnight care.

Mobility issues

Limited mobility can make getting in and out of bed difficult. Having a caregiver on site to assist is a top reason many people seek overnight care. Overnight carers also add an extra safety net, should the person receiving care need to use the toilet throughout the night, or in the case of an emergency.

 Health Conditions

Health conditions such as Alzheimer’s and Dementia may affect a person’s ability to remember. For these reasons, waking in the middle of the night can be very disorienting, which may lead to tripping and falling. Over-night care provide families with peace of mind, knowing their loved one is in safe hands, you can greatly reduce the risk.

 Bladder Issues

Urinary incontinence and overactive bladder become more and more common with age. Frequent trips to the washrooms in poor lighting can increase the chance of falling. Having an overnight caregiver adds an extra layer of support throughout the night.

Safety

There are many reasons someone might feel unsafe in their home including being a past victim of a crime, having a previous injury. Having a caregiver nearby can help ease their anxiety and allow them to fall asleep faster.

Medication

Care professionals can remind you or your loved one to take them.

How do I select the best caregiver?                                                                      Caregivers with profiles on our site have been vetted through the process mentioned above. Once you select “Find for a caregiver” and fill out the questionnaire we will match you with caregivers based on location, type of care and schedule.

Here are our suggested steps with finding a caregiver that best fits your needs.

View Your Matches
Browse profiles and watch caregiver videos.

Book and Pay through Trust Caregivers
In the caregiver profile click "Book Now" to secure your booking.

Set Care Session Expectations
Once the care session begins, advise specific tasks and instructions you would like the caregiver to follow. If this is for a family member and you are unable to be onsite, you can leave a note or email your notes in advance.

Future bookings with this caregiver?
Were you happy with the caregiver you booked? Would you like ongoing weekly sessions with this specific caregiver? (For example. Every Monday 9am – 5pm.etc.) Email us which days and times you need and we can set this up for you.

How do I contact my caregiver?

All booking and cancellations are done through Trust Caregivers. The caregiver’s phone number will remain private and you can contact us at support@trustcaregivers.com for any care session questions, booking requests and or cancellations.

Booking and getting paid through Trust Caregivers is required per our Terms of Service. Never accept payment directly from the client such as cash or cheque —as this can expose you to fraud, get your account flagged for suspension, and make your care session ineligible for insurance coverage as per our insurance policy and ongoing support.

Payments

How do I pay for a session?                                                                                           Once you select a caregiver, view their profile and select "Book Now". This will prompt you to enter in the number of hours and indicate your preferred date and time.  Once you make a payment, we will confirm the care session within 24 hours.

When will I be charged?                                                                                                      You are charged at the time of booking, prior to your care session.
For ongoing  / continuous care sessions, you can opt to setup weekly payments.  Please contact support@trustcaregivers.com.

How do I cancel a session and request a refund?                                                     Email support@trustcaregivers.com along with the reference number for any cancellations. Please note, each caregiver sets their own cancellation policy.  See all three cancellation policies below.

Flexible
A full refund is available if you cancel before the care session begins.

Moderate
A full refund is available if you cancel by 12:00 noon the day before the care session.

Strict
A full refund is available if you cancel by 12:00 noon one week before the care session.

What if my caregiver cancels?                                                                                             If the caregiver cancels a care session, you will be refunded in full.  We will do our best to find replacement caregiver and will send you details.

Should I tip?                                                                                                                              All payments are made online through trustcaregivers.com. Caregivers set their own rates and tips are not expected.  Should you still wish to go ahead and tip, feel free to do so.

Where can I find a receipt for my bookings?                                                             You will receive a receipt by email once your care session is confirmed.

Safety

What information does Trust Caregivers share?                                                    We take privacy and security very seriously. All phone numbers and emails will remain private and booking requests, cancellations and questions can be done through Trustcaregivers.com

In some cases—when arranging a care session, a caregiver or client, may choose to share an address before a service has been booked to ensure they're able to meet in person.

What if someone makes me feel uncomfortable?                                                  Our goal is to keep you worry-free and to ensure you feel comfortable at all times.  If someone makes you feel uncomfortable, we suggest you report them to us.  You can also view our Safety and Insurance page to see our Complaints and Resolution Policy.

If the following occurs, we suggest you report the incident to us.

Caregiver or client requests payment in person. Never accept cash payment requests —as this can expose you to fraud, get your account flagged for suspension, and make your care session ineligible for insurance as per our insurance policy and ongoing support.

Inappropriate language. If someone uses inappropriate language that makes you feel uncomfortable – please report the incident to us. We want everyone to have a worry-free experience and this will help us attain our mandate.

Someone tries to recruit you to use another care service business.

Why do I book and pay through Trust Caregivers?

We are a cashless, simple and easy to manage service.
Important: Booking and paying Trust Caregivers is required per our Terms of Service. Never accept payment directly from the client such as cash or cheque —as this can expose you to fraud, get your account flagged for suspension, and make your care session ineligible for insurance as per our insurance policy and ongoing support.

What does insurance cover?

Trust Caregivers Insurance Coverage
Trust Caregivers carries  $1,000,000 Business Liability and $1,000,000 Professional Liability.

Limited Liability
Our insurance policy may reimburse clients for certain costs arising from certain injuries or damages that occur during a service booked and paid through Trustcaregivers.com.
To learn more about the our insurance policy please contact us at support@trustcaregivers.com

General Caregivers and PSW Caregivers

General Caregivers and Personal Support Worker Caregivers are not employed by Trust Caregivers and act as independent contractors. General and PSW Caregivers booked through our platform are insured as per our Professional Liability policy.

Medical Professional Caregivers

Medical Professionals providing medical care (RN and RPN) are not employed by Trust Caregivers and act as independent contractors and are REQUIRED to have their own professional liability insurance coverage.

FOR CAREGIVERS

General Questions

How do I sign up?
On our home page click “Become A Caregiver” and fill out the questionnaire. We will review and get back to you as soon as possible.

How do I contact Trust Caregivers?
You can contact us by visiting our contact us page.

What are your Terms of Service?
You can view our Terms of Service 

How do I make changes to my profile?
Once you login, select "My Account" and you can make changes to your profile.

Creating Your Caregiver Profile

What type of caregiver am I?
Only select PSW Caregiver or Specialized Medical Caregiver if you have proper documentation to support this. If you are a PSW Student simply select Regular Caregiver and include “Personal Support Worker Student” in your profile headline.

How do I add a video to my profile?
When you create your profile you are asked to upload a video. Film a brief video of yourself about 1.5 minutes long. This can be done off your computer or phone and can be filmed by yourself or a friend.  This is your chance to get future clients to get a sense of who you are and more comfortable in booking with you.

Follow this script:

Introduce yourself. “Hi I’m (first name only)” and answer the following three questions.

  1. Why did you choose to become a caregiver?
  2. If you were looking for a caregiver for a loved one, what is the most important trait you would look for?
  3. Tell us something interesting about yourself? What are your passions / hobbies?.etc”

Note: Please upload video less than 10mb!If you need to compress your video. You can do this free of charge on this website: https://www.ps2pdf.com/compress-mp4

(To do this click “Select File”, select your video and then click “Compress now”. You shouldn’t have to change any of the settings.)

I submitted my application, now what?
We have a thorough vetting process. Not all caregivers will be accepted. We will be in touch with next steps.

What hourly rate should I select?
As you are an independent contractor you have the flexibility to set your own rate. Ensure you set a rate that reflects your experience and skill set. You can always change your rate later. Please note, you can’t change your rate, once a caregiver session is booked.

How can I improve my caregiver profile?
Included you detailed experience and interests. How many years experience do you have? Are you a student? Do you speak any languages? Do you have any other training that could be of interest to a prospective client? .etc
Highlight your strengths in your profile. How would people describe you?
Include a strong caregiver video.

Why do I need a video?
Having a video in your profile will give clients a closer look as to who you are and will make them more confident in booking your services.

Do you have any caregiver video examples?
Yes see our landing page and scroll to the bottom.

Service Fees & Payment

What are the service fees?
Trust Caregivers was formed to make finding care faster and easier to manage. Running the business—including a team of customer service specialists, marketing dollars, and an innovative, resourceful and secure platform requires ongoing funds. Our service fees are standard and remain at or below industry norms. In end they help allow Trust Caregivers to operate and continually improve to meet the needs of our community.

Clients: Clients arranging care are charged a service fee amounting to 5% of the booking total.

Caregivers: Caregivers take home 85% of their earnings from each booking.
Caregivers are the foundation of our success - without their passion and devotion to providing amazing senior care, we wouldn't be here! Trust Caregivers provides ongoing educational and support resources to help each caregiver grow their business. These fees help us do that, along with facilitating Trust Caregivers customer support, and important site maintenance and product improvements. They also help cover benefits for caregivers, including the costs of processing payments and ongoing promotion of caregivers on Trust Caregivers.

How do these fees impact my business?
These fees are designed to support caregivers, and they’re standard in our industry. We use these standard service fees to do things like:

Improvements and Operations - continually improve your experience with our website.
Customer Support - we are here to support you!
Marketing – we perform various marketing activities to attract new clients and assist you in growing your business
Support Materials - create educational content and best practices specifically for caregivers
These fees help us build our business, so we can help you build yours.

How and when do I get paid for care sessions?
Clients are charged at the time of booking, and Trust Caregivers holds onto these funds until the care session is complete.  We deposit funds directly into your bank account within 48 hours after the care session is complete. Note: When you create your profile with us, you are asked for a void check or payout account details so we can add you into our system.

Important: Booking and getting paid through Trust Caregivers is required per our Terms of Service. Never accept payment directly from the client such as cash or cheque —as this can expose you to fraud, get your account flagged for suspension, and make your care session ineligible for insurance and customer support.

Where can I find payment history?
Email us with respect to any questions regarding payment history support@trustcaregivers.com.

Why should I book and receive payment through Trust Caregivers?
We are a cashless, simple, easy to manage service.
Booking through Trust Caregivers is not only required but protects you in many ways.

Insurance and Protection. If you are a General Caregiver or PSW Caregiver on trustcaregivers.com and a care session is booked through our site, you are insured under our professional liability blanket insurance policy.  If a care session is not booked through us you will not be covered.

Receive safe secure payments. If someone requests they pay you in the form of cash, this puts you at risk for fraud and ineligible for support and insurance coverage and we can’t protect you.

Easy booking and communication.    Receive updates, book new service sessions and send requests all through one easy place.

How do taxes work?
Trust Caregivers is not a tax advisor and cannot provide advice about taxes, income reporting, or unemployment.

Caregivers using our platform are acting as independent contractors and are responsible for complying with all applicable laws related to reporting income. We encourage you to consult with a tax advisor to better understand your requirements.

Care Sessions

How do I receive care session requests?
If someone requests to book you, we will contact you through email or text message. We need you to confirm if you are available by responding YES or NO within 4 hours. If you are not available, please response with two alternative times that work for you. If we don't hear back from you within 4 hours, we will start reaching out to other caregivers to confirm the care session with someone else.

The client would like to re-book me. How do I set this up?
You can send us an email support@trustcaregivers.com and we will help arrange this.

The client would like to set up ongoing care sessions with me. How do I set this up? 
You can send us a message and we will arrange ongoing billing with the client.  It is important all care sessions are booked through Trust Caregivers for insurance, protection and support.

What if my client cancels?
When you create your profile can set your cancellation policy to one of the three. The cancellation policy cannot be changed after a care session is booked.

Flexible
A full refund is available if you cancel before the care session begins.

Moderate
A full refund if you cancel by 12:00 noon the day before the care session.

Strict
A full refund is available if you cancel by 12:00 noon one week before the care session.

What if I (the caregiver) cancels?

If you cancel your session before or during your session, your client will get a full refund.

Why are reviews are so important ?

Your average star rating and number of reviews are visible to clients when they’re searching for caregivers, and they can read your reviews once they click on your profile. Your reviews from first-time clients factor into your booking score, and—if you have more 5-star reviews, you’re more likely to earn repeat clients and improve your repeat score.

Safety

What information does Trust Caregivers share?
We take privacy and security very seriously. Your phone number will remain private and you can contact us for any care session questions.
In some cases—when arranging a Meet & Greet, a caregiver or client, may choose to share an address or phone number before a service has been booked to ensure they're able to meet in person.

What does insurance cover for caregivers?
Trust Caregivers Insurance Coverage
Trust Caregivers carries  $1,000,000 Business Liability and $1,000,000 Professional Liability.

Limited Liability
Our insurance policy may reimburse clients for certain costs arising from certain injuries or damages that occur during a service booked and paid through Trustcaregivers.com.

To learn more about the our insurance policy please contact us at support@trustcaregivers.com

General Caregivers and PSW Caregivers
General Caregivers and Personal Support Worker Caregivers are not employed by Trust Caregivers and act as independent contractors. General and PSW Caregivers booked through our platform are insured as per our Professional Liability policy.

Medical Professional Caregivers
Medical Professionals providing medical care (RN and RPN) are not employed by Trust Caregivers and act as independent contractors and are REQUIRED to have their own professional liability insurance coverage.