POLICIES & DOCUMENTATION
Safety and trust at Elder
Elder is a trusted online marketplace that connects families and self-employed carers enabling one-to-one personalised care at home for loved ones. At Elder we help families and self-employed carers do three critical things safely: (1) find each other, (2) match with each other and (3) manage their ongoing relationship directly.
Our goal at Elder HQ is to enable families and their loved ones to find the right carer to provide personalised 1:1 care at home and to help carers find the right family for them. We enable this through the development of technology and processes that families and carers use to find each other, match, and manage their ongoing relationship.
Everything we do at Elder is underpinned by respect, transparency, safety, and integrity. While here at Elder HQ we facilitate the relationship between family and self-employed carers, we all have a role to play in maintaining safety and trust in this community.
Elder’s role in Safety & Trust
1) Treat everyone in the Elder community with respect and uphold Elder’s community standards.
2) Promote transparency by making it easy for families to share information about their loved one, carers to share information about their skills and experience, and both parties to share information during care. We do this through the Care Request, Carer Profile, Elder Chat, and Care Logs.
3) Promote a safe Introduction for families and carers. This includes verifying that carers are who they say they are by collecting proof of address, background checks, and right to work documentation.
4) Uphold the integrity of the Elder platform by implementing tools and processes that encourage excellent carers and families to join Elder and, when warranted, removing users from the platform who violate our terms & conditions. We have a thorough safeguarding process led by our Designated Safeguarding Lead.
Self-Employed Carer’s role in Safety & Trust
1) Treat everyone in the Elder community with respect and abide by Elder’s Community Standards and Carer Standards.
2) Accept requests for care services only if you are able to meet the unique needs of each care recipient as outlined by the family. This includes having both the experience and availability to meet these needs. You can do this by keeping your carer profile up to date and making sure to read the Care Request fully.
3) Take proactive steps to create and maintain a safe and enriching environment for all care recipients in your care. Familiarise yourself with our safeguarding process led by our Designated Safeguarding Lead.
4) Keep all services on the Elder platform. This helps prevent fraud and allows our Safety & Trust team to review the details of bookings and services if the need arises. It also ensures that you get paid timely for the services you are providing.
The Family's role in Safety & Trust
1) Treat everyone in the Elder community with respect and familiarise with our Community Standards and Guide for Customers.
2) Connect with your preferred carer before booking to ensure you are comfortable with them and to discuss the care you expect them to provide for your loved one. If concerns arise, follow our safeguarding process led by our Designated Safeguarding Lead.
3) Provide and maintain an accurate and up to date picture of care and personal needs.
4) Keep all services on the Elder platform. This helps prevent fraud and allows our Safety & Trust team to review the details of bookings and services if the need arises. It also enables us to protect your data.
