provider faq’s -...

Care.com 2015 | Proprietary & Confidential 1 June 2015

Provider FAQ’s

Content Page General Information 2

Profile Description 9

References 17

Photos 19

Written References 24

Work History 26


Provider General Information

Question Answer Status to be Used What should I do if I suspect a member's name or address is insufficient but I'm not sure? (i.e. name listed is Lisa Ro)

Take a moment to consider if the name is truly questionable and use the email address to help with your analysis. If it appears that the name is insufficient, mark the General Information bucket Rejected-Insufficient. If after careful consideration you are questioning if a name is incomplete, please mark the bucket Approved-Safety and enter into the status notes box “Check Name Validity – (enter first and last name)”Please do not take the time to use Google or Intelius to investigate while you are editing.

Approved-Safety

Can I approve a provider with a first name listed as only initials (i.e. PJ)?

Yes Approved

Can I approve a mailing address with HC or CR listed as part of the address (i.e. HC 02 16232)?

Yes, these are valid US mailing addresses. Approved

What status should I use if a provider enrolls with a clearly fictitious name that is not offensive (i.e. asfd jkl;)?

Please use Rejected-Insufficient/Poor Quality on fictitious names to give the member the opportunity to submit using their proper name.

Rejected-Insufficient/Poor Quality


Provider General Information, Cont.

Question Answer Status to be Used If I can tell that a name posted under general information is insufficient because of their email address or profile, can I change their first and last name in General Information bucket? (i.e. name listed as Li Sm and email is [email protected])

No, please reject General Information bucket and treat all other buckets individually.


Are middle name changes permitted? A provider is not allowed to change their middle name, but they can add a middle name.

Rejected-Other when changing; Approved when adding

Can a member change their name? Members can only change their names from nicknames to formal names or vice versa. Complete first name changes (Vicki to Kate) or full first and last name changes (Vicki Smith to Kate Jones) are not permitted. Please refer to the Guideline Matrix under the Resources tab on the CareForce site for specific guidelines.

Complete first name changes: Rejected-Other; Full first and last name changes: Rejected-Close Immediately

Are male providers permitted to change their last name?

No Rejected-Safety

Can I approve a general information bucket when the provider gives two street addresses under Address1 and Address2?

No Rejected-Insufficient/Poor Quality

What should I do if it appears a mailing address may be invalid, but I am not sure?

Mark the profile Reviewed and copy and paste the address you are questioning into the status notes box.

Reviewed



Question Answer Status to be Used If a provider provides a street name and number and a PO Box under Address 1 and Address 2, can they both be left in?

Yes Approved

Are city and state required in address fields?

No, the city and state are automatically populated by zip code so they do not need to be reviewed.

Can a General Information bucket with an @facebook.com email address be approved?

Yes Approved

If a dorm name or a college address is provided for a provider's street address, should the GI be rejected? Some hints that you may be looking at a college address: 1) Street address may have the word

“College”, “University”, or “Campus” in it (i.e. 245 College Street)

2) The mailing address might include the word “Hall”

3) The email address may have a .edu extension

Yes, the member's permanent street number and name or PO Box are always required. College and University addresses are not permitted.


Can a provider be currently residing outside of the US?

Providers outside of the 50 United States and Puerto Rico should be rejected.

Rejected-Other

If there is a comma between the street number and name (123, Main St.) do I need to remove it?

No Approved



Question Answer Status to be Used Can I approve a provider with an email address located outside of the US, as long as they have a US mailing address and phone number? (i.e. [email protected])

Yes Approved

Can I approve a general information bucket when the email address name does not match the provider's name? (i.e., provider is Jane Doe, email address is [email protected])

Yes Approved

What do I do if an email address is listed as (for example) [email protected]?

Remove the www. to make it a valid email address.

Approved

If I reject a provider's profile for agency as individual, should I also reject the General Information Bucket and any other buckets submitted?

Please treat each bucket individually and approve or reject based on the information in the individual bucket you are looking at.

Approve or reject based on the content of each bucket individually.

If I must reject the general information bucket for insufficient information, can I still edit and approve the remaining buckets?

Yes, please treat each bucket individually and approve or reject based on the information provided in each bucket.

Approve or reject based on the content of each bucket individually.

If a provider checks the box that they attend/attended college outside of the US and list a college inside the US, should this be rejected?

No, if a member’s college name is not listed on the drop down they can select the “Outside of the US and Other” option and enter their college name. These should be approved.

Approved



Question Answer Status to be Used What should I do if I encounter a profile that kicks me out of the CSR every time I assign it a status?

1) Check to see if there is a symbol of some sort in the member's email address (i.e. example'[email protected]). If there is, remove the symbol and reject the profile (2) If there is no symbol in the email address, please post the member number and try to mark the profile "Reviewed"; if that continues to kick you out, report the error and skip the profile the next time you see it.

Reviewed and report problem to IT using option on left pane.

How old does a provider have to be to be approved?

The minimum age for an adult provider is 18. Underage providers (ages 14-17) may enroll with a parent-monitored account and will be indicated in the CSR with the words "Underage Status" in the blue box at the top of the CSR.

Rejected-Age if a provider does not enroll as an underage provider and states in their profile that they are under 18. Reject-Age if a provider states that they are under age 14. Do not Reject-Age if you suspect a member is under 18.

Can I approve a profile for an underage provider that displays their underage status as “inactive” or “expired”?

Yes Approved

Can a provider change their school major without changing the year they graduated?

Yes Approved

Can approve the GI bucket if the provider lists a PO Box for their address, but states in their profile description they live in an RV?

Yes Approved



Question Answer Status to be Used If a provider is enrolling as an underage provider, does it matter what status is listed next to "Underage Status" in the blue box at the top of the page (i.e. Pending, Active, etc.)?

No, as long as it says "Underage Status" at the top, it means that the provider has properly enrolled as an Underage Provider and can be approved

Approved

If a member indicates they are a High School Graduate but does not list school name or year of graduation what should be done?

If everything else meets our guidelines you can leave it as is and approve. The same rule applies with college degrees.

Approved

Do we reject a member for an inappropriate e-mail address?

Examples of email addresses that can be approved (without using a safety status): [email protected] [email protected] [email protected] Example of an email address that should be Rejected-Close Immediately: [email protected]

See example

What is the appropriate status to use if a provider changes their first and last name to the name of their business?

If a provider’s name is changed to a business name (for example: Jane Doe to Sunshine Cleaning), please use Reject-Agency as Individual status.

Reject-Agency as Individual

If a member uses an email address ending in .edu should I approve the bucket?

Yes Approved

Should I remove the school major if no school name is listed in the provider general information bucket?

Yes Approved after editing content

mailto:[email protected]






Question Answer Status to be Used What status should I use if a provider enrolls using a blatantly inappropriate or rude name (i.e. Poop Poop)?

Please use Rejected-Close Immediately if the member has enrolled blatantly misusing the site.

Rejected-Close Immediately

If only an initial of the first name is provided, should we reject the GI Bucket? (i.e. J. Michael)

Yes Rejected-Insufficient/Poor Quality


Provider Profile Description

Question Answer Status to be Used Are titles required? No Approve

What if a provider's title is excessive (very long)?

If it does not duplicate the information in their post, you can cut and paste the information into their description. If it's duplicated, you can shorten it to a few words and remove the rest.

Approve after editing content

Can a last name be left in a profile title? No, all last names should be removed from all titles, profiles, and descriptions


Can a parent post a profile for their child? No, family members cannot post provider profiles for other family members.

Reject-Other

Can I approve a provider who states that they are homeless or living in a shelter?

No, we cannot complete safety checks without a permanent address.

Reject-Safety

What do I do if a provider includes in their description existing or a history of depression or mental illness?

Please use a Reject-safety status on the profile bucket.

Reject-Safety

If a provider includes a famous quote and the author's name in their profile, can I leave this information as is?

Yes, famous names can be left in profiles and descriptions as long as they are not compromising the safety of the member or celebrity (if it was a past employer, the name would be removed).

Approve


Provider Profile Description, Cont.

Question Answer Status to be Used What if a provider posts in their profile that they have a criminal history?

Please use the Reject-Safety option on the bucket that states they have a criminal history; treat all other buckets individually.

Reject-Safety

What do I do if a provider includes in their description very personal information, such as losing a child?

You can leave this information in and approve the profile

Approve

Can I approve a profile if a housekeeping or pet care provider states that they are bonded and insured?

Yes, as long as they don't state that they have any other employees working with them.

Approve

Can I leave an adult provider's school name in their description?

Yes, because this information is currently displayed under their General Information, it can be left in their profile. School information for Underage Providers should be removed.

Approve

Should I approve a provider who states that they will spank a child or otherwise use physical discipline?

No, these providers should be rejected so the safety team can investigate.

Reject-Safety

Can a provider post names of previous employment locations (i.e. Carl's Coffee) in their profile?

Yes Approved

Can a provider use the first and last name of a celebrity that they have worked for in their profile?

No, please remove all last names from all profiles and descriptions.

Approve after removing sensitive information



Question Answer Status to be Used What should be done with a company or agency posting as an individual?

If a Provider mentions other employees or that more than one person will be providing services, please select "Reject - Agency as Individual".


If a provider states that they have certifications or licenses, should they be rejected-agency as individual?

No Approve

Can an in-home pet care provider post a profile as an individual?

Yes Approve

Can two people post a profile together as an individual provider?

No, if a profile states that more than one person would be performing the service, reject - agency as individual


Can a provider state that they are operating an in-home daycare?

No, providers who state that they are looking to watch more than one child in the home would be Rejected-Agency as Individual. Please refer to the In-Home Daycare Matrix on the Resources Tab on the CareForce site for more details.




Question Answer Status to be Used Can I approve a provider profile that states that their children will be helping them provide the service?

Yes, as long as it does not appear to be two adults working together (i.e. Mother/Daughter Cleaning Team would be rejected; my 10 year old son will help me with feeding your pets would be approved)

Approve

Can a provider post in their description that they want to close or suspend their account?

No, please use the reviewed status on profiles if a provider states that they want to close their account.

Reviewed

Can a provider post their profile written in the 3rd person?

Yes Approved

Can a provider include reference to other websites where they have accounts in their profile (i.e., Facebook, Pinterest, etc.)?

No, please remove all references to other websites from profiles.

Approve after removing third party names.

Is it permissible for a provider to advertise offering massage services?

If they are only offering massage services, this would be rejected. If they are offering massage services as part of overall care, this is OK to approve.

Approve if massage services is a part of overall care, otherwise Reject-Other

Can a provider state that they are currently an au pair?

No, because au pairs must be affiliated with agencies, all providers who state that they are currently au pairs should be rejected. Unless they mention they are currently in an Au Pair position or blatantly state that they aren’t legal to work in the US, or their visa is almost up, a safety status is not necessary.

Reject-Safety



Question Answer Status to be Used Can a provider state that they are currently in the US on a Visa?

Yes Approve

Can a provider state their race and/or sexual orientation?

Yes Approve

Can a provider state that they are transgender?

Yes Approve

If an individual provider states their business name, but otherwise is the only person providing services, should this be rejected - agency as individual?

No Approve

Can a provider state religious scripture or bible quotes in their profile?

No, anything outside of a provider stating their religion should be removed from a profile. You can keep in information related to experience working in a church, but anything regarding religious beliefs (except for stating a particular religious affiliation) should be removed.


Can a provider offer services such as swim lessons or instrument instructor under tutoring/lessons?

Yes Approve

Are emoticons and texting language OK to leave in a provider's profile?

Yes Approve



Question Answer Status to be Used Can profiles be posted in foreign languages?

No Rejected-Insufficient/Poor Quality

Can a provider put their website address in their profile description?

No, please remove any contact information from all profiles


When is it appropriate to assign a profile a safety status?

Please see the link "When To Reject or Approve Safety" under the Resources tab on the CareForce site.

Can a Provider post their resume into the description field?

Yes, as long as the contact information is removed. A leading statement such as "My qualifications include" is should be added for Featured Providers.


Can I approve a provider profile that is listed under the wrong vertical?

No, please reject profiles that are not relevant to the vertical they are listed under.

Reject-Other

Can a provider state that they would be bringing their child with them while they are providing services?

Yes Approve

If I mistakenly approve a bucket that I meant to have rejected, can I go back and change the status?

No, but please note the member ID number listed next to "Last Member ID" on the top right corner of the CSR and post the error to the Correction Requests forum.

What status should we assign to members offering their services for free?

As long as there are no other safety concerns, this can be approved

Approved



Question Answer Status to be Used Can a provider offer financial services to senior citizens (bill paying, etc.)?

If this is the only service offered, reject. If they are offering these services in addition to other senior care functions, approve.

Reject-Safety if this is only service offered, otherwise approve

Can a provider post their (for example) LNA license number in their profile?

Yes Approve

Can a provider state that they are looking for work through a company instead of an individual?

Yes Approve

Can a provider state that they are thanking those who have looked at their profile, but their schedule is booked and have no availability?

No Reject-Other

Can a provider state that they are not accepting new clients now, but to check back at a later date for future availability

No Reject-Other

Can a provider state that they are looking to tutor a small group of students together?

No Reject-Agency as Individual

Can a provider state they are an exchange student?

As long as they have a valid U.S. address and don’t give any indication of not being legally able to work in the U.S.

Approved



Question Answer Status Used Can a provider post a babysitting profile under the errands and odd jobs vertical?

No Rejected-Other

Can a provider post a profile under the errands and odd jobs vertical offering services for multiple job duties (i.e. errands, cooking and babysitting)?

Yes Approved

Should third party names be removed from profiles when they are referring to a child’s location?

Yes Approved after editing

Can a provider post a profile indicating that they are offering services as a wet nurse?

Yes Approved

Can a provider post under the tutoring and lessons vertical that they are available as a life coach?

Yes Approved

Is it okay for a member to state “please NO emails, calls only”?

No, statements like this should be removed from provider profiles.

Approved after editing


Provider Reference Questions

Question Answer Status to be Used Should a reference be rejected if a fake e-mail or the provider's email address is provided?

Yes, a valid email address for the reference is required to approve a reference.


If the same email address is provided for multiple different reference names, should the reference buckets be rejected?

Yes Rejected-Insufficient/Poor Quality

Are both phone number and e-mail required?

No, an email address is required, but a phone number is optional.

Approve as long as it has a valid email address.

Can a reference have a facebook.com email address?

Yes Approve

Can an international reference email address be approved?

Yes Approve

Is using a provider's mother, father, etc. acceptable for a reference?

Yes Approve

Is an email address that includes @members.care.com a valid email address?

No


If a reference name is Mrs. Smith can this be approved?

Yes Approve


Provider Reference Questions, Cont.

Question Answer Status to be Used What do I do if two names are in the reference contact name field?

Only the last word in this field is truncated when showing on the site; so Sue and Tom Jones is fine to approve. Sue Smith and Tom Jones would need to be changed to Sue S. and Tom Jones. Tom Jones, Ph.D. would need to be changed to Tom Jones.


Can I approve a reference with only a first initial and full last name?

No, a first name must be provided to approve a reference.


Does a reference have to have a last name to be approved?

No Approved

If a company name is provided in name field and no contact name is provided, should the reference be rejected?

Yes, a contact name is required in the contact name field, even if a company or school name is provided.


Can I approve duplicate references if they are listed under different verticals?

Yes Approved


Provider Photograph Questions

Question Answer Status to be Used If a member takes a picture of themselves and it does not look professional, should it be rejected?

Yes Reject-Photo

If a photo is oriented correctly in the thumbnail, but enlarges sideways, can I approve that photo?

Yes Approve

What do I do if a photo in a thumbnail for a profile violates one of our guidelines but I do not have the ability to reject it?

If the photo is in clear violation of our guideline, please mark the first bucket you are working on as Reviewed and explain the photo needs to be rejected in the comments field.

Reviewed

Can I use the Rejected-Age status on the photo bucket of a provider who appears to be under 18 in their photo?

No, please do not use the Reject-age option based on a photo.

Approve

What if there is a weapon in a photo, even if it does not appear to be a safety issue?

Please use Reject-Safety on any photo that contains any weapon.

Reject-Safety

Can I approve a photo of a photo? No Reject-Photo

What status should I use if a member posts an obscene/inappropriate photo or a photo that is otherwise a safety concern?

Use Rejected-Close Immediately status option for any inappropriate photos that would warrant immediately closure of a member

Reject-Close Immediately


Provider Photograph Questions, Cont.

Question Answer Status to be Used What status should I assign if I receive a photo of a provider dressed as the opposite gender?

Reviewed Reviewed

What are the guidelines for secondary photos?

Secondary photos must be relevant to a Care.com vertical, appropriate, and family friendly. The provider does not have to be present in secondary photos.

How will I know if I am editing secondary or primary photos?

Primary photos will be marked "primary photo" and secondary photos will have no such indicator.

Is the safety team able to view photos that I have used a rejection option on?

Yes

Can a photo have a border around it or other special effects?

Any other border other than white should be rejected.

Reject-Photo

Can a member post a photo collage as their profile picture (primary or secondary)?

No Reject-Photo

If the photo has the members midriff showing in the thumbnail should I reject it?

Yes, please reject photos where the member is inappropriate dressed.

Reject-Photo

Are providers allowed to post a primary photo of themselves with a celebrity?

Yes, as long as you can tell who the provider is.

Approve



Question Answer Status to be Used Can a provider wear a religious or cultural head covering in their photos?

Yes Approve

Can a photo that has been very cropped (lots of white space around the photo) be approved?

No, please reject these photos Reject-Photo

Are black and white photos acceptable? Yes, as long as they are appropriate and clear.

Approve

What do I do if I click on a photo and it does not enlarge, or a different photo pops up?

Mark the photo "Reviewed" Reviewed

Can I approve a photo with a provider wearing a work uniform?

Yes, as long as they are not wearing a nametag with their last name.

Approve

Can I approve a photo with a photographer's copyright on it?

No, please reject these photos. Reject-Photo

Can photos with photo app logos on them which are not copyrights be approved (i.e. Retrica)

As long as the logo is cut out of the thumbnail image it is okay to approve. If the logo is showing in the thumbnail please reject the photo

Approve or Reject based on whether the logo is in the thumbnail image.

Is a group photo acceptable for providers? If you cannot tell who the provider is by looking at the photo, it should be rejected.

Reject-Photo if it is not clear who the provider is in the group.

Can I approve a photo of someone taking a self-picture using a cell phone in a mirror?

No, these photos are unprofessional and should be rejected.

Reject-Photo



Question Answer Status to be Used What if a provider's face is cut off when it is reduced to a thumbnail, but is fully visible in the enlarged photo?

You should approve or reject based on what is showing in the thumbnail.

Approve or reject based on what is showing in the thumbnail.

What if a portion of a provider's photo that would cause rejection is visible in the enlarged photo but cut out of the thumbnail?

Unless there is a safety concern or copyright on the photo you should approve based on what is seen in the thumbnail

Approve or reject based on what is showing in the thumbnail.

Are children allowed in provider photos? Yes Approve

Can I approve a photo that is sideways? If the Provider is horizontal and not vertical please reject.

Reject-Photo

Can I mark a photo as reviewed? No, please do not mark photos as reviewed unless they are not loading properly. Please use your best discretion when making a decision on photos and either approve or reject.

If a photo is unprofessional should it be rejected?

Yes Reject-Photo

If a member posts duplicate photos should I reject the duplicates?

Yes Reject-Photo



Question Answer Status Used Are hand gestures such as a peace symbol or rock-on okay to have in photos?

Yes Approved

Can I approve a photo with a black border if it is cropped out of the picture?

Yes, as long as the border does not show up in the thumbnail image it is fine to approve.

Approved

Should I approve a photo with the member’s bra straps showing

No Reject-Photo

Is it okay to approve secondary photos of the exterior or interior of the member’s home?

Yes Approved

Can a photo with text on it stating something to the effect of “fun in the sun” or “happy holidays” be approved?

No, if the text is showing up in the thumbnail image please reject the photo

Rejected-Photo


Provider Written Reference Questions

Question Answer Status to be Used Can I approve a written reference that is for the wrong vertical (i.e. provider offered senior care services, reference is for child care bucket)?

Yes Approve

Can I approve a written reference where the reference only states that the provider offered services but does not offer a reference of the quality of the service provided (i.e. only states "She was my babysitter.)?

Yes Approve

Can I approve a written reference that is negative?

Yes Approve

Can I approve a written reference bucket that only provides a first name or a company name?

Yes Approve

Can I leave 3rd party names or last names in written reference descriptions?

No, please remove all 3rd party names and last names from all written references because this information has not been provided by the provider.

Approve after editing content.

What status should be assigned to a written reference if the reference indicates that the provider is running a home day care?

Reviewed Reviewed


Provider Written Reference Questions, Cont.

Question Answer Status to be Used Can I use a safety status on a written reference if the reference provides information that is a safety concern?

Yes Reject-Safety

Should I reject the written reference if the reference states that they do not know the provider?

No, please mark these buckets Reviewed. Reviewed

Is it okay for a member to state “please NO emails, calls only”?

No, statements like this should be removed from provider profiles.

Approved after editing


Provider Work History Questions

Question Answer Status to be Used If the provider expands upon their profile in the work history bucket, and the information that they provide is not relevant to their work history, can I leave that information in the WH bucket?

No, please remove the information that is not relevant to the work history. If possible, cut and paste the information into the provider's profile (if you have access to it), or remove the information completely and leave the description blank. You can approve a work history bucket with a blank description field.

Approve after editing content.

Can I approve a work history bucket if the provider lists their own company as part of their work history?

Yes, but please be sure to remove last names from the company name field if it is included.

Approve

Can I approve a work history bucket if only the WH contact name is a first name and last initial?

Yes, a first name and last initial or last name must be provided if it is an individual provided for work history.

Approve

Can I approve a work history bucket if the provider inputs a company name into the first and last name field?

No Reject-Insufficient

Can I approve a work history bucket if the provider inputs a first and last name into the company name field?

No Reject-Insufficient

Can I approve a work history bucket that does not contain an email address?

Yes Approved

Should I remove third party names from the work history buckets of underage providers?

Yes Approved after editing content


Provider Work History Questions

Question Answer Status to be Used Should company work history buckets with a website address listed in place of an email address be approved?

Remove website address and approve. No email address is required for Work History buckets Approved

Is a last name required for Family Work History buckets?

A minimum of a last initial is required. Approved

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