Last updated November 1, 2020
At Joshin we are proud to provide people with flexible care date opportunities that allow them to create their own schedule, earn competitive pay, and expand their care experience.
As someone who provides care using the Joshin platform (a “caregiver”), you regularly interact with family members and those that require care. The most successful caregivers are able to perform care dates positively and professionally, providing a great experience for everyone on the platform and resulting in more care date bookings. However, occasionally there are situations where a caregiver engages in activity that harms the platform, which can and may result in the caregiver’s account being deactivated.
We want to be clear, upfront, and transparent regarding the reasons an account can and may be deactivated and what caregivers can do to prevent this from happening, or what they can do if it does happen. Below are our Deactivation Policy and the related process. If you have additional questions about Joshin, please contact firstname.lastname@example.org.
Caregivers may choose to deactivate their account, any time by email. You will have three months to request reactivation without having to go through the entire onboarding process again. (CODE: NLI)
Criminal Background Check & Ongoing Monitoring
Joshin uses a third party background check service that conducts the initial check and ongoing monitoring of criminal activity. If Joshin is alerted that there is a new criminal activity associated with a caregiver, their account will be deactivated. If the matter resolves, you are welcome to reapply after a period of 6 months from the date of deactivation. If the matter does not resolve and the offense is added to your record, your account will remain permanently deactivated. (CODE:TSREPORT)
Communication & Availability
Joshin staff needs to be able to communicate with you in one way or another. Opting to be unsubscribed from both SMS and email will result in the deactivation of your profile as Joshin must be able to communicate with you from time to time and has systems in place to trigger SMS or emails based on first-time customer interactions with caregivers.
If your “last active date” passes 60 consecutive days, your account will be deactivated. The purpose of this is to ensure that only caregivers who are active and responsive show up for customers seeking care on the Joshin platform. (CODE: INACT)
Customers who complete a care date through Joshin are prompted to rate each caregiver on a scale of one to five stars. Ratings are critical to the success of the Joshin platform because they help ensure that the care dates completed through the platform are high in quality. caregivers who are consistently late, do not follow care routine or families Care Plan or behave unprofessionally typically receive lower care ratings.
How it Affects Caregivers
Joshin has a rating threshold of 3.0 out of 5.0 that caregivers must maintain to continue using the Joshin platform. You are responsible for ensuring you provide quality care to families on the platform in order to maintain an acceptable star rating. However, as a courtesy we may let you know if your rating starts falling near the threshold level of 3.0 If your rating falls below the threshold, your account can and may be deactivated immediately per our rating threshold policy. (CODE: LOWRATE)
Joshin has a zero-tolerance policy for “no shows”. If a caregiver does not cancel and notify the other user prior to the care date, this is considered a no show. Potential removal from the platform will be reviewed and verified by Joshin.
How it Affects Caregivers
As a caregiver, you have the responsibility to represent yourself and the Joshin platform positively and professionally. If you accept a care date request and do not show for the care date without contacting the family prior to the start time, you will be immediately deactivated from the Joshin platform once we are notified. A Joshin Experience Manager may reach out to you as a courtesy to inquire why you did not show. Keep in mind that Joshin has a zero-tolerance policy regarding no-shows. (CODE: NOSHOW)
Accepting & Canceling Bookings
The acceptance rate is the percent of times a caregiver accepts a care date that is offered through the app. Before a caregiver must decide whether to accept a care date opportunity, the caregiver is provided with the customer’s Care Plan which includes the name of the care recipient, the location of the care date, the care needs documented within the Care Plan at the time of the care request and the hourly care rate.
The completion rate is the percent of care dates that a caregiver completes once he or she has accepted a care date opportunity. Failing to complete a care date that has been accepted and canceling the booking prior to the care date start leads to a poor experience for both customers and caregivers. (CODE:LOWCOMP)
How it Affects Caregivers
As a Joshin caregiver, you have the right to decline any care date opportunity. However, caregivers occasionally forget to update general availability. If you do not show any general availability for 60 consecutive days and do not respond to messages or care requests from customers, Joshin may conclude that you are no longer interested in providing care through the Joshin Platform and deactivate your profile.
An extremely low Acceptance Rate may be an indicator that you are no longer interested in providing care through the Joshin platform and this can and may result in the deactivation of your account.
Keeping the Platform Safe & Secure
At Joshin, the safety of caregivers and Families, who use the Joshin platform is paramount. We want to ensure you feel safe when performing care dates and that Families feel comfortable working with caregivers and having them in their home or where they are providing the care services.
Creating an unsafe environment for anyone on the platform is grounds for immediate deactivation. These unsafe behaviors include, but are not limited to:
- Violence or inappropriate behavior, including abusive language – Exhibiting objectively unsafe behavior, including physical or verbal assault of a care recipient or family member, another caregiver, or any other person.
- Use of alcohol and drugs – Conducting a care date while under the influence of alcohol or drugs.
- Ableism or the discrimination or prejudice against people who have disabilities, including assumptions, stereotypes, attitudes, and practices, or oppression.
- Discrimination or harassment – Joshin is committed to providing a platform free from discrimination and harassment and therefore prohibits discrimination and harassment by, or directed at, caregivers, merchants, customers, or Joshin employees because of race, color, sex, gender, national origin, ancestry, religion, creed, physical or mental health, medical condition, marital status, sexual orientation, age, profession or any basis protected by federal, state or local law.
- Failure to comply with the law – Violating any local, state, or federal law while using the Joshin platform, including any applicable criminal or traffic laws.
- Failure to pass a background check – Failing to meet Joshin’s background check criteria is grounds for being denied access to the Joshin platform.
- Immediate account deactivation if you are flagged by our ongoing monitoring system with the new criminal activity until such time as the issue is resolved (6 months) or permanently if the activity remains on your record. (CODE: TRSEREPORT)
Abusing the Platform
Much of the Joshin platform rests on our essential business standards of integrity and fair dealing. We trust caregivers to use the platform honestly and with integrity. Accounts of caregivers that abuse our services or engage in fraud will be deactivated immediately. Examples of abuse and fraud include, but are not limited to:
- Providing information that is fraudulent or inaccurate – Misrepresenting information during the application/onboarding process, giving false information to care recipients, family members, other caregivers, or the Joshin team.
- Speaking ill or spreading misleading and inaccurate information about Joshin to Joshin customers, care recipients, other caregivers, or to others in the community through social media, or other communications with others.
You will be notified by email if your account is deactivated. Joshin will use the email you have associated with your account to notify you. At the time of notification, you will have 60-days to file an appeal. (CODE: ABU)
You can appeal the deactivation of your caregiver account under our Deactivations Policy by emailing details which you feel support the continuation of your account to email@example.com. This review process will apply to deactivations from the Joshin platform that were based on violations of the Terms and Conditions or Deactivation Policy, and include, but are not limited to, violations such as abuse, fraud, or violating the safety of the platform. This review process will not apply to deactivations that were based on objective metrics such as minimum customer rating.