Frequently Asked Questions
Can't find what you're looking for? Contact us and we'll get back to you within 24 hours.
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 match you with vetted caregivers in your area, 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 is completed.
Where is the service available?
We currently operate in San Mateo County, California. If you’re outside this area, you can join our waitlist on the home page and we’ll notify you when we expand to 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 only if the call actually happens.
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?
Jot down the two or three things that matter most to your family — your loved one’s needs and routines, the schedule you’re hoping to fill, and any must-haves (language, experience with a specific condition, comfort with pets). Find a quiet spot with a decent internet connection a few minutes before the call. You don’t need to prepare a script — the goal is just to get a feel for the caregiver.
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 up to 3 hours before the scheduled time, and the payment hold on your card is released (you are not charged). Within 3 hours of the call it 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?
Use the 10 minutes to ask about their experience with your specific care needs (e.g. dementia, mobility, medication management), their availability and schedule flexibility, how they handle emergencies, and what a typical day looks like with them. Share what matters most to your family — personality fit, language preferences, or any routines your loved one follows. Don’t worry about covering everything — this call is about getting a feel for 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 choose to hire, the caregiver’s contact information is shared with you so you can discuss rates, schedule, and start 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 (or visit /for-caregivers). 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 — 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 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, if the family chooses to hire you, your contact information is shared with them so you can arrange rates, schedule, and start care directly, outside of our platform.
When and how do I get paid?
You earn $5 for each completed call, 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 records a professional 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 comprehensive background checks ourselves, so we encourage families to do their own due diligence before hiring.
Can I request a background check on a caregiver?
Yes. For an additional fee, we can run a criminal background check on any caregiver candidate. Contact us for more details.
Are calls recorded?
Yes. Calls are recorded and automatically transcribed so we can support quality, safety, and dispute resolution. You’re asked to consent before the call begins. Because of this, we recommend sharing only the information needed to decide whether a caregiver is a good fit — see our Privacy Policy and Terms of Service for details.
Is my contact information shared?
A caregiver’s contact information (phone number) is shared with a family only when the family chooses to hire that caregiver after a video call. Family contact details are never shared with caregivers.
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.