Most Popular Questions

General

How quickly can a Hero be with me if I book now?

While everyone prefers as much notice as possible, we understand that sometimes life create immediate care needs. Our pre-vetted OndeCare Heroes can be booked for the same day, with as little as 1 hour's notice, through our app or website. In a care emergency you can also contact our Care Concierge Team directly on 234-567-8911 and they will be pleased to help.

Can I book a Hero to come the same day?

Yes. Absolutely. Our pre-vetted OndeCare Heroes can be booked for the same day or next day through our app or website. We do charge an additional 15% for booking made for the same or next day bookings.

Can I use my Dependent Care Flexible Saving Account (DCFSA) to pay for OndeCare?

Yes, if you have a Dependent Care Flexible Spending Account (DCFSA) Credit Card, you can use it to pay for your bookings. If you don't have a DCFSA card, just use our receipts as documentation when requesting reimbursement. Know that traditional FSAs are reserved for traditional medical expenses. Check with your FSA adminstrator to be sure.

What security checks do you do on OndeCare Heroes?

Safety is our first priority. Our rigorous vetting protocol includes criminal and sex offender checks, two levels of interviews with OndeCare Concierge Team Members, credential verifications, and at least two reference interviews. Finally, we re-run criminal and sex offender checks and re-verify credentials at least every 6 months.

How do I know that the OndeCare Hero I book has passed all background checks?

Only those that pass all checks can be booked. Our rigorous vetting protocol includes criminal and sex offender checks, two levels of interviews with OndeCare Concierge Team Members, credential verifications, and at least two reference interviews.

How often do you re-run background checks if it’s been a while?

Safety is our first priority. We re-run criminal and sex offender checks and re-verify credentials at least every 6 months.

Can I ask for a non-smoking OndeCare Hero?

Yes. Whether a OndeCare Hero smokes or not will be indicated on their profile and you can choose to book only non-smoking OndeCare Heros.

I have pets in the house. How do I know if the OndeCare Hero I book is pet friendly?

Most of our OndeCare Heroes are happy to care for families with pets and this will be indicated on their profile. You can certainly choose to book only pet-friendly OndeCare Heroes if needed.

Can an OndeCare Hero transport my loved one in their car and how do I know if they have auto insurance?

An OndeCare Hero can transport an individual in their own car (or your car) if they and you feel comfortable with the arrangement. The Hero has provided a copy of their auto insurance as part of their onboarding protocol with us. We also have an umbrella policy covering our OndeCare Heros.

And how would I know if the OndeCare Hero has been exposed to COVID-19 or tested positive prior to my engaging them in care of my family member?

We have been screening our OndeCare Heros for COVID-19 since March 2020. Every OndeCare Hero reports their temperature and answers COVID-related screening questions every day that they have a job. If they have a temperature or answer Yes to any of the questions, their job is cancelled, and we request they get tested.

Additionally, if they come in contact with someone with COVID, or test positive themselves, they are temporarily removed from our system for 14 days. Our COVID protocols are continually updated based on guidelines provided by Cleveland Clinic and the CDC.

Is it possible to speak with and even possibly meet a OndeCare Hero before they care for my loved one?

Yes, you can message, phone, or video chat with any OndeCare Hero through the OndeCare system to get acquainted and discuss next steps.

How do I add the OndeCare App to my phone’s home screen?

We recommend adding the OndeCare App icon to your phone’s home screen so you can easily find it and open it with a single tap. Quick App instalation instructions for Apple and Android devices are as follows.

Apple:
1) Tap the Share button in Safari browser while in ondecare.com.
2) Tap the icon labeled Add to Home Screen.
3) Tap Add in the upper-right corner.

Android:
1) Launch the Chrome browser and go to ondecare.com.
2) Tap the menu icon (3 dots in upper right-hand corner) and tap Add to Home screen.
3) Click Add.

Infant Care

Is there a minimum age for children?

We care for all ages and needs - newborns and up. OndeCare has infant care specialists, night nurses and Doulas all ready to help when you need care of your infant.

My newborn baby’s day/night sleep schedule is off. Do you have OndeCare Heroes that can help with correcting the baby’s schedule to a normal sleeping routine?

Yes, OndeCare has infant care specialists, night nurses, and Doulas all ready to help with sleep schedules, feeding schedules, and to just let you recharge.

My baby is having trouble breastfeeding. Do you have OndeCare Heroes who have lactation experience?

Yes, we have Doula’s and other OndeCare Heros with newborn experience who can assist you with lactation or breastfeeding issues.

My baby is very young and is up at night frequently. Can someone stay overnight with the baby so I can get some sleep?

Yes, we do have OndeCare Heros who can assist with caring for your newborn overnight so you can get some much needed rest.

Child Care

Is there a minimum age for children?

We care for all ages and needs - from infants to seniors.

Can OndeCare Heroes stay overnight?

Yes. Many of our OndeCare Heroes can stay overnight. If your loved one needs 24-hour short or long-term care, we can build a team of OndeCare Heroes to provide round the clock care or just overnight care - it is up to you. Also, on occasion, OndeCare Heroes provide live-in care for specific short-term needs.

What if I have more than one child?

No problem. All our OndeCare Heroes are happy to look after more than one child. However, we do charge an additional 10% and 20% for two children and three or more children, respectively.

My child has extracuricular activities. Can your OndeCare Heroes take my child to practices and events like this?

Yes, of course and will be pleased to do it. You can give specific instructions when you book or discuss the event with your OndeCare Hero over message or video call. If you like, they will even snap a photo of your child at the event and send it so you can be sure they are having fun!

Special Needs Care

How do I know if a OndeCare Hero is experienced with the particular need that my child has?

Each Hero’s profile includes their qualifications and a description of their experience caring for those with special needs. In addition, you can contact any OndeCare Hero through the messaging system to ask them specific questions related to your child’s needs to determine if it is a right fit for everyone.

Can I pay for an OndeCare Hero’s services through my child’s special needs waiver with the county?

It may be possible to use program funds to pay for an OndeCare Hero’s services. We suggest you speak with your caseworker, as each county has different programs. We are willing to provide any information to you or your caseworker to assist in any way.

Adult & Elder Care

Is private duty care covered by long term care insurance?

Yes, you can easily use receipts or exported reports to submit for reimbursement for care received at home. Reimbursement rates are dependent on your policy’s guidelines. We suggest you refer to your policy or speak to your insurance carrier for details.

Are OndeCare Heroes’ services covered by Medicaid?

At this time, OndeCare services are not covered by Medicaid.

Can you provide 24-hour care for my loved one?

Yes. If your loved one needs 24-hour, short or long-term care, we can build a team of OndeCare Heroes to provide round the clock care or just overnight care - it is up to you. Also, on occasion, OndeCare Heroes provide live-in care for specific short-term needs.

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