Frequently Asked Questions
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Getting Started
How does Senior Match Care work?
Senior Match Care connects families with caregivers through short video introductions. You tell us your care needs, we show you local caregivers in your area, ranked by your preferences, and you request a 10-minute video call with a caregiver you like. The caregiver confirms the time — caregivers choose which families they meet — and then you talk face-to-face. If it’s a good fit, you hire them directly.
How much does it cost?
Each 10-minute video call is $20. There are no subscriptions, hidden fees, or recurring charges. Your card is authorized when you book to hold the slot, but you are only actually charged after the call takes place. If you book a call and don’t join it, you are still charged, because your caregiver set that time aside for you.
Where is the service available?
We serve families within about 25 miles of our caregivers — today that covers much of the SF Bay Area, centered on San Mateo County. If we’re not near you yet, join the waitlist on the home page and we’ll let you know the moment we reach your city.
Do I need to download an app?
No. Video calls work directly in your web browser on any phone, tablet, or computer — there’s nothing to download or install.
Before Your Call
How do I request a call?
Tell us about your care needs, review your matched caregivers, then pick a caregiver and a time and authorize the $20. This sends a request to that caregiver — your card is only held at this stage, not charged. You’re charged after the call takes place (and if you book and don’t join, you’re still charged — your caregiver held that time for you).
Does the caregiver have to accept?
Yes. Caregivers choose which families they meet, so your request goes to the caregiver, who can accept your time, suggest a different time for you to confirm, or decline. You’ll be notified either way. If the caregiver declines, the hold on your card is released and you’re free to request another caregiver. Once a caregiver accepts, your call is confirmed and you’ll both get reminders before it starts.
How should I prepare for the call?
Write down three things before you join: what your loved one needs help with, the days and hours you want to fill, and any must-haves (language, driving, experience with a specific condition). Then pick your first three questions. Most families ask: “Have you cared for someone like my mom before — tell me about one person?”, “What would a normal day look like?”, and “What do you do when she is upset or says no to you?” Find a quiet spot with a good connection a few minutes early. You don’t need a script — we show the full question list on screen while you wait for your caregiver to join.
What do I need to join the video call?
Any phone, tablet, or computer with a camera and microphone, plus a modern web browser (Chrome, Safari, Edge, or Firefox). No app, account setup, or special equipment required.
When and how do I join?
You can join from your dashboard or from the link in your reminder, starting 5 minutes before the scheduled time. We send a reminder by text message (if you opted in to SMS) and by email about 5 minutes before the call so you don’t miss it.
Can I cancel or reschedule?
Yes — you can cancel from your booking confirmation page, and the payment hold on your card is released (you are not charged). If you booked more than 3 hours ahead, you can cancel free until 3 hours before the scheduled time. If you booked less than 3 hours ahead, you can cancel free until 5 minutes before the call. After that window the call can no longer be cancelled. There’s no separate reschedule button, so to change the time, cancel while you still can and request a new call at a time that works better.
During Your Call
What happens during the call?
You meet the caregiver face-to-face over video and can ask questions about their experience, skills, and availability. It’s a chance to see if they’re a good fit for your family before committing to anything. After the call you can choose to hire them, mark them as not the right fit, or decide later.
What should I talk about during the call?
Ten minutes goes fast, so we suggest roughly two minutes of hellos, five minutes of questions, two minutes on schedule and rate, and one minute to wrap up. Ask your three most important questions first — experience with your specific need, what a normal day looks like, and how they handle it when your loved one is upset. Then cover days and hours, hourly rate, and how they’d get to your home. If time is left, ask about emergencies, past families you could call, and any training or license. Always end with “What would you like to ask me?” — a caregiver who asks good questions about your parent is one who’ll pay attention to them. You won’t get through everything, and that’s fine: this call is about deciding whether you’d trust this person in your home.
How long is the call, and what if I need more time?
Each call is 10 minutes, and an on-screen countdown keeps you on track. It’s meant as a first introduction, not a full interview. If it goes well and you decide to hire, you’ll be able to continue the conversation directly with the caregiver afterward.
What if we have a technical problem?
Either person can report a technical issue if the call won’t connect or cuts out — in that case you are not charged and you can simply book again. The call window stays open until 10 minutes after the start time, so if you briefly drop off you can rejoin from the same link.
After Your Call
What do I do after the call?
When the call ends you’ll see your options: “I want to hire them” if you’d like to move forward, “Not the right fit” to pass, or “Decide later” if you’re not ready. There’s no pressure to decide on the spot — you can make or change your decision anytime from your dashboard.
When am I charged?
No money is taken until after the call. Your $20 is charged once the call is completed. If you book a call and don’t join, you’ll still be charged, because your caregiver set aside the time and was there waiting. If the caregiver doesn’t show up, the transaction is cancelled and no money is taken from your account.
What happens when I hire someone?
When you pick “I want to hire them,” we ask the caregiver if they want to work with you too. Once you both say yes, we share each other’s phone and email so you can set up care directly. You hire the caregiver directly and pay them their full rate — we never take a cut of what you pay your caregiver.
What if the caregiver doesn’t show up?
If a caregiver no-shows, the transaction is cancelled and no money is taken from your account, and you’re free to book a call with another caregiver right away.
For Caregivers
How do I sign up as a caregiver?
Tap “Join as a Caregiver” on the home page. You’ll create your profile with your experience and skills and upload a professional photo and short intro video — the whole setup takes about 5 minutes. As soon as you finish, your profile goes live and families can find you.
How much do caregivers earn?
You earn $5 for each completed 10-minute call — and if a family books you and doesn’t show up, you’re still paid the $5. It’s a small thank-you for your time. The real value is getting hired: families hire you directly and pay your full rate, and we never take a cut of what you earn.
What should my intro video include?
Keep it short — about 30 to 60 seconds. Introduce yourself, share your qualifications and experience, and let your warm, caring personality come through. Families watch this before deciding whether to book a call with you, so it’s your first impression.
A family requested a call — how do I respond?
When a family requests a call, you get a text and email. From your dashboard you can accept the time, suggest a different time for the family to confirm, or decline — you’re always in control of which families you meet. Once you accept, the call is confirmed and you’ll get a reminder before it starts.
What should I do before the call?
Be ready a few minutes early in a quiet, well-lit spot, on a device with a working camera and microphone. You can join from your dashboard or from your reminder starting 5 minutes before the scheduled time — there’s nothing to download, it all runs in your browser.
What should I say during the call?
Cover these, even if nobody asks: your name and how long you’ve been a caregiver; one story about a person you cared for and what you did each day; the two things you’re best at; the days and hours you can work; your hourly rate; and how you’d get to their home. Ask about their parent — their name, what they like, what a hard day looks like. End by saying what happens next. Families remember stories, not lists, and they want to see a warm person, not a perfect answer.
What happens during and after the call?
During the call, meet the family face-to-face and answer their questions about your experience, availability, and approach to care — it’s 10 minutes. Afterward, both of you decide. If the family wants to hire you and you say yes to working with them too, we share each other’s phone and email so you can arrange rates, schedule, and start care directly, outside of our platform. You’re always in control of which families you take on.
When and how do I get paid?
You earn $5 for each completed call — including calls where the family booked and didn’t show — paid out weekly to the bank account you connect in your profile (via Stripe). Set up your bank account from the “Bank Account & Payouts” section of your caregiver profile so your earnings can be sent to you.
Safety, Vetting & Privacy
How are caregivers vetted?
Every caregiver completes a detailed profile — their experience, skills, and certifications — and can add a photo and short intro video, so you can get a real sense of them before you book. The 10-minute paid video call is your chance to vet them directly: ask questions, see how they communicate, and decide whether they’re the right fit. We do not run background checks ourselves and do not verify what caregivers put on their profiles, so we encourage families to do their own due diligence before hiring.
Can I request a background check on a caregiver?
No — we don’t run or arrange background checks. Families are responsible for their own due diligence. If you’d like a background check, use a third-party service of your choice before hiring.
Are calls recorded?
We do not record video or sound. On some computers we can save a written copy of what was said, to help with safety and support. We ask you before the call starts. On phones this usually does not work — though if the other person joins from a computer that supports it, a written copy of their side may still be saved and shared with you both.
Is my contact information shared?
We share contact details only after you and the caregiver both say yes following a video call. At that point you each get the other’s phone number and email.
How quickly will I get a response if I contact support?
We typically respond within 24 hours. You can reach us through our contact page.