Kindly Care, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, Tracy ***

Dear Revdex.com,
 
The customer’s complaint highlighted certain aspects of our operation that needed improvement, and we already initiated several changes that are documented below. We’ve shared those changes with the customer, and will continue to work with them until all concerns have been...

resolved - not just for this customer, but also for all future clients and caregivers.
 
Concern #1: it's unclear that video resumes will be shared with prospective clients
 
Resolution:
Our caregiver onboarding instructions do mention that the provided information will be used to create a video resume, but following this customer’s feedback, we created additional guidelines to explain how our matching process works (clients first review caregivers’ video resumes and then select who they want to meet in person). We accept that this process could have been more clearly communicated, and hope that our caregivers will find the new guidelines to be much more helpful.
 
Concern #2: some job listings are older than 30 days
 
Resolution:
Current listings have been reviewed and the majority of listings are within the last 30 days (which is common with our clients, as sometimes they need to open up additional interview slots). The listings that are closed were correctly labeled as such. However, we did find some job posts that were incorrectly listed for more than 30 days. While they were correctly labeled as closed, we are currently taking steps to ensure this doesn't happen in the future.
 
Concern #3: a client of ours has a criminal history
 
Resolution:
We use standard industry practices for vetting our caregivers and clients (every caregiver is background checked prior to receiving the client’s address, and every client is screened via phone prior to meeting their caregivers). In this specific instance, one of our agents did call this client, and the client passed the screening. While our approach follows our industry’s best practices, this specific example has brought to light a larger issue that needs to be addressed in the home care community - it is not common practice to background check care seekers, while it is industry standard to background check care providers. After carefully analyzing this case, we introduced additional elements to our phone screenings, and will continue to look for solutions to ensure the safety of everyone involved.
 
Regards,
Igor[redacted]