Trusted - FAQs
×Are you a great child care provider?

Download for iOS

Find us in the App Store
OR
Continue using our  lite web-based app

I would like to

FAQs

Overview

What is Trusted?

Trusted is a curated platform that connects families seeking child care services with a staff of qualified and vetted child care providers. Trusted offers parents a quicker and easier way to discover and schedule highly vetted, trained, and experienced child care providers -- when and where they’re needed. Trusted is currently serving families in the San Francisco Bay Area.

How does Trusted work?

Trusted does the hard work of finding and scheduling a child care provider when you need one. You select the date, time, and location you need child care. We present you with a list of available providers to choose from. You review and book your selected child care provider immediately, and can rest assured that all Trusted providers are experienced caregivers, background checked, reference checked, CPR certified, and have requisite immunizations.

Child Care Providers

Are your providers employed by Trusted?

Yes, Trusted child care providers are employees of and compensated by Trusted.

How do you find your providers?

We actively recruit experienced providers. Many of our providers are referred to us from families, friends, and existing Trusted providers. We also have an application form on our website that we use to review submissions and vet candidates.

What level of screening do you perform on your child care providers?

All Trusted providers are background checked, DMV records checked, reference checked, and interviewed in-person. We verify and ensure that each provider carries a valid CPR certification card and is immunized for Tetanus, Diphtheria, and Pertussis (TDAP); Measles, Mumps, and Rubella (MMR); Varicella (Chicken Pox); and Influenza (Flu) to protect against preventable diseases. Additionally, we ensure each provider has extensive experience caring for children.

What is covered in the background checks that Trusted performs?

Trusted partners with Checkr to conduct a thorough background check of each potential child care provider. Included in each background check is a Social Security number (identity) validation; an address history search; a search against the County, National, and Federal Criminal databases; a search against the sex offender list and terrorist watchlist; and a search against Department of Motor Vehicle records in all 50 states and the District of Columbia.

Are Trusted child care providers CPR certified?

Yes, every Trusted child care provider is CPR certified - accredited by the American Heart Association or the American Red Cross. We review and ensure each child care provider carries a current certification (valid for 2 years).

What immunizations do Trusted child care providers have?

Each Trusted provider is immunized for Tetanus, Diphtheria, and Pertussis (TDAP); Measles, Mumps, and Rubella (MMR); Varicella (Chicken Pox); and Influenza (Flu) to protect against preventable diseases. For each yearly flu season, providers will also be re-vaccinated against the flu.

Where can I learn about the child care provider?

Once you enter the date and time you need child care coverage on the “Book” screen, you click “View available child providers”. Click on each listed provider to view her profile which includes a summary description, reviews, references, as well as child age group experience and verifications. You can also message the provider from the profile screen.

Child Care Scheduling

How quickly can I book a child care provider?

You can find, review, and book a provider in minutes. Simply enter in your date, time, and location, and book an available provider.

How soon can a child care provider arrive at my home to offer child care?

Our child care providers’ schedules are always up-to-date to enable you to quickly find, book, and have a provider arrive at your home or selected location in as little as 2.5 hours from confirmed booking.

How far in advance can I select and book a child care provider?

Currently you can select and book a provider up to four (4) weeks in advance.

Can I interview my child care provider before I complete my booking?

Yes. You are welcome to message, call, or coordinate a time for a video interview from within the Trusted app before you decide to complete your booking. Families often opt to schedule a Trusted child care provider to arrive 30 minutes prior to parents leaving. This gives parents the opportunity to interact with and offer instructions to the provider, as well as to introduce the provider to the children to build rapport.

How do I check in during a booking?

You will have the ability to text and call the child care provider from within the Trusted app. Additionally, you will be able to view a live feed of the in progress sitting.

Is there a maximum number of children per child care booking?

For safety considerations, we require a second child care provider when there are more than two children under the age of three years old, or when there are more than three children total.

Is there a minimum time commitment for a child care booking?

A child care booking is a minimum of two (2) hours.

What days and times are Trusted child care providers available?

We have child care provider availability generally from 7am until 1:30am each day of the week.

I’m interested in a recurring booking, a night nanny, an early morning booking, etc. Can Trusted accommodate my request?

We are happy to work with you and do our best to accommodate your child care needs. Please email [email protected] with your request.

Child Care Bookings

How do I check in during an ongoing booking?

From your "booking in progress" screen, you have the ability to message and call your child care provider. From the same screen, you can view the location of your provider, as well as view a live video feed of the in progress sitting -- provided you have requested and consented to have the live video feed enabled.

Are child care provider able to do any additional work besides caring for my child?

You may ask your provider to do some light housework, e.g., wash a few dishes, aside from caregiving. However, the provider’s primary responsibility is to care for your child and will prioritize that first and foremost.

My provider has not shown up at the requested time. What do I do?

Contact Trusted support via the app or by calling us at 844.987.8783. We will contact your booked provider and immediately send a backup provider to offer coverage as needed.

How do I provide feedback about my child care provider?

After your booking is complete, you will be prompted in the Trusted app to rate your child care provider and leave feedback. We welcome any additional feedback via email ([email protected]). Providers with less than stellar reviews and averaging fewer than four stars will be removed from the Trusted platform.

I loved my Trusted child care provider. Am I able to book her again?

You have the ability to view your "Favorite" providers by tapping on "Favorites" on the booking screen. This will bring up your list of previous providers whom you rated highly and where you can directly view schedules and book. Rest assured that all Trusted child care providers have the same great qualifications and ability to put you and your children at ease.

Rates and Payments

What does Trusted charge for child care?

Trusted charges $25 per hour for one child, and $5 per hour for each additional child. There are no subscription or monthly fees.

How are payments handled?

Payments are made directly through the Trusted app. We accept all major credit cards (Mastercard, Visa, American Express, Discover).

When do I get charged?

We charge your selected form of payment upon booking completion.

I was late / early returning home for my booking. What will I be charged?

You will be charged for the full duration of your booking if you return home early, and the additional time in 15 minute increments if you return home late.

Do I need to tip my provider or assist with transportation to/from my location?

No tips or additional compensation is required beyond the child care fee. Our providers are prepared to arrive and depart from your location on their own.

Cancellations

What is your cancellation policy?

You may cancel your booking 12 hours prior to the booking start time with no penalty. If you decide to cancel within the 12-hour restricted window, you will be charged a $25 cancellation fee and for your booked time. Your booked time will be deposited to your account as Trusted Credits for use within 3 months of the booking date.

If you create your booking within 12 hours of the start time, you may cancel within 30 minutes of creating the booking with no penalty. If you cancel following the 30 minute grace period you will be charged a $25 cancellation fee and for your booked time. Your booked time will be deposited to your account as Trusted Credits for use within 3 months of the booking date.

Once the booking has begun, you will be charged for the booked time.