Lilli Care Partners FAQ (beta)

For Parents

How do I make sure I'm comfortable with the caregiver I'm matched with?

It is always critical for a family to feel a sense of safety and comfort with matches made through the Lilli platform algorithm.  Agencies source all sitters and have provided initial screenings according to their individual policies.  Still, it's important for both families and caregivers to ensure a safe, comfortable fit before a booking takes place.  It is recommended parents and caregivers communicate before appointments and may do so over group text on our platform.  If safety and comfort is not achieved for either side it is always acceptable to cancel a booking. 

Families will have access to sitter cell phone numbers shorty after a booking is accepted.  The parent may message, video chat, or call the sitter and vice versa.  

Tip: a great way to ensure a new sitter is a fit is for the parent to "stay home" the first hour or even a whole shift if desired.  A parent may work in their office listening in, meal prep while casually chatting with the sitter, and give space for the new caregiver to interact and develop rapport with the children.  This time is always paid time for the sitter and most sitters will be accepting of a parent "not fully leaving" the first or whole part of a shift with a new sitter to gain comfort and trust.  

Why didn’t I get matched with a caregiver this time? 

Agencies do their best to ensure they have a variety of caregivers who can match your needs.  However, your matching criteria may not be a fit with one of the caregivers on their roster at that particular time. Feel free to reach out directly to the agency listed on your Dashboard to share any feedback or concerns about not getting a match or booking.

Can I invite a spouse or partner living in the home to book with Lilli? 

The parent that initiates the account may opt to do this as account administrator.  Our platform has no control who account administrators invite to their account and all Terms and Conditions apply to any and all account members when signed initially by the account administrator.

Can I adjust a booking?

After a caregiver has accepted a booking, parents simply coordinate with the caregiver on any adjustments. If the caregiver is no longer a good fit, then the caregiver or parent declines the booking, and we look for a new caregiver who matches the criteria.

Please note 48 hour cancellation policies are in effect in the event of a canceled booking.  If you cancel after the 48 hour window you will need to pay the sitter scheduled $30/hour for a minimum 3 hour booking window. 

The only exception to this rule is if a caregiver accepts a job 24 hours after initial notification of the job and within 48 hours of the appointment time; the parent may have made other plans, may need to cancel the accepted booking, and will not be be subject to the 48 hour cancellation fee.

In all other cases where the parent cancels under 48 hours, they are to pay the sitter $90 directly. 

How do I pay the babysitter?

You pay the babysitter directly by their accepted method after each shift.

Please note fair market rates for babysitters in your area; an excellent source is calling agencies and verifying what these rates are. 

How much is it to book a sitter?

Please see your assigned Agency's sitter rates.  They vary by location.

After the booking happens, how do I then connect with the selected babysitter if I want to make sure it’s a good fit?

You will be provided the babysitter’s phone number after you complete the booking and will also be included in a group text through the Lilli system.  You may text/call the sitter for a phone interview or schedule a zoom call.  If you would like an in-home interview with the babysitter prior to the booking you may ask if the babysitter is willing. If so, you can accommodate their schedule for an interview.  All in-home interviews are paid time according to the babysitter’s stated hourly rate. 

How are babysitters screened and vetted?

Please refer to the referring agency’s website to fully understand their professional, careful screening requirements and standards.

What are the requirements for a nanny agency to work with BookLilli?

To build a quality referral network, BookLilli requires certain business and minimum sitter screening requirements of partner agencies.  Please refer to your agency's website to fully understand their sitter screening processes and procedures as they often vary slightly agency to agency. 

How do I work with the same [amazing] babysitter again?

Please ask the babysitter to share their BookLilli calendar with you from within our app. Once you accept the invite to their calendar, you'll be able to directly book them.

Do I have to enter my cell number?

We advise this so you can get text message updates about bookings and an introduction to the babysitter once they have accepted.  

Without a verified mobile number Lilli won’t create a group chat automatically.

You will also get booking updates via email.

For Caregivers

After I receive a text message to take a babysitting job how much time do I have to accept it?

The job opportunity will be available up to 4 hours before the requested start time if no one else has taken it. 

You’ll be able to see an overview of the booking, such as street and town (without the specific address yet), ages of the children, and any special instructions.  

After accepting a booking we encourage agency owners, their staff, or caregivers themselves to do their due diligence in screening families, prioritizing their own comfort and safety in proceeding, or not proceeding, with bookings they accept.

May I screen and vet parents?

Absolutely.  After you accept the booking you will be given access to the parent’s phone number so that you may call them, zoom, or meet with them before the booking if you wish.  Only continue with jobs you feel comfortable taking.  You can cancel a booking time for any reason at all related to your safety and comfort in working with the family. 

Please note we are doing our best to “hand pick” our first parent users and will be charging a booking fee shortly which should hopefully be one part of ensuring a quality pool of parents to work with.

What should I do if I don’t think I can commit to a booking?

Only accept jobs you feel safe, comfortable taking before or during a job.

You can always call/text the parent after accepting a booking to make sure it is a good fit for you. 

Only accept bookings that you feel you can fully commit to.  

Do parents see my profile contact information?

Yes, parents view your profile and have access to your phone number after you accept the invite.

Do I have to enter my cell phone number? 

Yes, you will not be part of the selection process without a verified mobile number. 

A few families loved working with me and want to book with me first next time, how can they do that?

You can easily share your BookLilli calendar with parents right from within our app.

Look for the "Share" button in the top right on your MyCal section and simply enter the family's email you wish to share with.

Parents can request to book you directly even if you haven't updated your calendar.

General FAQ 

Who screens the agencies?

Lilli requires all agencies be licensed, insured, and meet minimum background check, reference, and screening standards for babysitters.

Who screens the parents?

Agency owners, their staff, and agency referred babysitters are encouraged to monitor family booking requests, explore parent profiles, and contact the family directly via phone, face-to-face video chat, or other methods deemed appropriate to ensure safety and willingness to accept the booking. Agency owners, their staff, or agency referred babysitters should only accept and complete bookings they feel safe and comfortable fulfilling. Lilli plays no role in screening and vetting of families or caregivers.

I would like to give feedback about my experience working with a babysitter or parent, who should I contact?

The referring nanny agency which is clearly displayed with each sitter booking.  

I would like to give feedback about the Lilli platform, its booking features, or technology. Who do I contact?

[email protected]

How do I log back into the booking platform after I’ve signed up?

Go to app.booklilli.com