Safety at Papa

There are a number of ways we keep our members and Pals safe.

Prior to enrolling any new Papa Pal into the program, we conduct an extensive background check, inclusive of criminal and sexual assault history, and perform motor vehicle record searches in every state for those conducting transportation visits. We also educate Pals on our Community Standards and provide onboarding information covering the role of a Pal, services that are in and out of scope, safety policies, and how to respond in an emergency.

As added safety measures, we review visit feedback and continuously monitor and surface anomalous situations, such as visits that lasted longer than expected and transportation that was not reported. Any incident that gets raised is thoroughly investigated.

In case of emergency

If you need emergency help at any time, call 9-1-1. Emergencies are situations that require medical help (an ambulance), police, or firefighters right away.

Members

If you ever feel uncomfortable or unsafe with your Papa Pal, we encourage you to request your Pal end the visit and ask that your Pal leave immediately. If the Pal refuses to leave, remove yourself from the situation by getting somewhere safe, whether a private space in your home, outside, or at a neighbor’s, and call 9-1-1 immediately. Once you’re able, call Papa Support at 800-348-7951 to report the incident so we can learn more and take action.

Member Safety Tips

If you feel a specific Papa Pal is not a good fit for your needs or you’ve had a less-than-positive experience, you can request to block that Pal from accepting future visits by contacting Papa Support.
Your Papa Pal is instructed to call you before a visit to introduce themself and confirm your visit needs. After that call, if you do not feel comfortable meeting with this Pal or you feel they are not the right fit to support you, you can request a new Papa Pal by contacting Papa Support.
All visits must be scheduled through Papa or your health plan so we can appropriately monitor your time with your Papa Pal.
If something feels off with a Papa Pal or you had a negative experience, please report your concern to Papa Support so we can take action.

Papa Pals

If you see something in the home that makes you feel uncomfortable or feel something is not right, we encourage you to trust your instincts and leave. Once you feel safe, call Papa Support at 800-775-5697 or chat with us in the app so we can learn more and take action.

Pal Safety Tips

Always call the member before a visit to confirm their needs and any additional details. After your call, if you do not feel comfortable taking the visit or if you feel you are not the right Papa Pal to help this member, you can cancel by contacting Papa Support.
All visits should be accepted and scheduled through Papa or the member’s health plan. Only spend the specified time listed on the visit with the member. If a member requests you stay longer, kindly explain this may not be covered and that they should call Papa Support to request more time or to book another visit. If something came up, like a doctor’s appointment that went longer than expected, and you had to extend the visit, please disclose that with Papa support or in the visit notes on your app.
Get clear directions to the location of your visit, especially if it’s a neighborhood you’ve never visited before. If you expect to be driving in an area without good cell phone range, it may be a good idea to print directions or bring a map.
Share where you are going and your real-time location with family and friends. Here’s how to share your location via iOS or Android.
Make sure your phone is fully charged and working before a visit. We recommend keeping a charger in your vehicle in case of emergencies.