As a Pal, you are doing work that truly makes a difference in the lives of Papa members.
Your safety is a priority and we are committed to making sure you have a safe visit each and every time.
Papa Pal Safety
Your safety comes first
Here is guidance to help keep you and our members safe.
Before the visit
- Always review visit details.
- Call the member 24 hours before the visit to ask questions, confirm their needs, and get any additional insights.
- If you do not feel comfortable taking the visit or feel you are not the right Papa Pal to help the member, you can cancel it in the app or by contacting Papa Support via chat.
During the visit
- If the visit task isn’t what you confirmed with the member or it isn’t a Papa-approved task, kindly let the member know and share that they can contact Papa with any questions. Learn about what to do and how to respond if asked to complete an unapproved visit task.
- If you ever feel unsafe or uncomfortable, you should leave. You will not be penalized by Papa. Once you feel safe, contact Papa Support via chat in the Papa Pal app so we can learn more and take action.
- If you ever need emergency help, call 9-1-1. Emergencies are situations that require medical help (an ambulance), police, or firefighters right away. Once you’re safe, contact Papa Support so we can take action.
After the visit
- Provide specific feedback on the visit and the member. Your feedback helps us provide a safe and positive experience for everyone. We actively review and investigate complaints about both member and Pal behaviors to make sure our Visit Standards are upheld. Violation of these standards may result in suspension or removal from the platform.
- If you feel you aren’t the right fit for a specific member’s needs or you’ve had a poor experience, you can request not to see that member again by contacting Papa Support. Making this request will prevent you from seeing any visits from that member in the future.
How to reach us
If you need to speak with us, we are here for you. In the top right-hand corner of the Papa Pal app, click on the chat bubbles to chat directly with our team or use this link.
Additional safety tips
- Take time to review educational information in Pal Central, including our Papa Approved Tasks and How To Handle Unapproved Tasks guides. These resources will provide more information on what types of tasks are approved and what to do if a requested task is not approved.
- All visits should be accepted and scheduled through Papa. Only spend the specified time listed on the visit with the member. If a member requests you stay longer, kindly explain it may not be covered and that they should contact Papa Support to request more time or to book another visit. If a doctor’s appointment went longer than expected and you had to extend the visit, please share that with Papa support when providing visit feedback in the 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.
If you have additional questions, please reach out to Papa Support.
