Meet Rachelle, Head of People & Operations
“Our Support Team is there for both parents and Angels 24/7. Furthermore, they play an important part in our quality insurance. If a parent leaves a rating of 3 or less stars (out of 5), they will immediately contact both parties to find out what happened. We then intervene if necessary.”
The complaint policy
We take complaints extremely seriously and therefore have a dedicated complaint policy in place. Does a parent or Babysitting Angel have a complaint? We always listen to both parties. Depending on the severity of the complaint and the number of complaints, we may choose to deny users access to our platform. This applies both to Angels as well as parents. By thus enforcing a strict complaint policy, we ensure a safe environment for all users.
Meet Fleur, confidential counselor at Charly Cares
A safe environment should include a confidential counselor to whom you can (anonymously) say anything. That is why we are working with Fleur. She is not employed by Charly Cares, but is there to support our parents and Angels as an independent counselor.
“As confidential counselor, I provide help, advice, and support. Trust, reliability, and safety are all extremely important for a babysitting service; for both parents as well as the babysitter. A situation can occur where one of the parties is uncomfortable and may find it difficult to express so directly. That's where I come in, to support where possible. We discuss the situation (and the possibilities) in a confidential and informal atmosphere and try to find a solution together.”