tendercare Trusted Network Code of Conduct

Purpose & Scope

At tendercare, our vision is simple but bold: empowered, educated families, supported by professionals they can trust.

Families turn to tendercare when the stakes are high—when safety, dignity, and peace of mind are on the line. That’s why every Verified Member of the tendercare Trusted Network commits to uphold the highest standards of integrity, professionalism, and empathy.

This Code goes beyond our vetting. It reflects a promise: to combine expertise with humanity, and to place dignity at the center—not only for the older adult, but also for the caregivers and care teams who walk alongside them. Supporting families means recognizing the emotional, financial, and logistical challenges they carry, and working in ways that reduce stress, conflict, and confusion while increasing clarity, trust, and respect.

This Code applies across all service categories—home care, senior living placement, elder law, real estate, move management, financial services, home safety/DME, therapy/rehab, technology, and more. If there’s ever a conflict between this Code and your profession’s rules, the stricter standard applies.

1. Our Promise to Families: Dignity, Inclusion, Respect

• Treat every older adult as a whole person, with a unique history, culture, and preferences.
• No discrimination—ever.
• Honor self-determination: adapt communication, respect choice, and when others have legal authority, include them without silencing the older adult.
• In transitions (moves, care changes), see the person in transition as the client—respect their pace and preferences.
• Extend dignity to the whole family system, including caregivers and care teams:
  • Recognize the emotional and physical toll caregiving takes.
  • Acknowledge the expertise and lived experience of family caregivers.
  • Communicate respectfully and consistently with all members of the circle of care.
  • Work in ways that reduce conflict, confusion, or guilt, rather than add to it.
• Remember: dignity is not just about the individual—it’s about creating trust, clarity, and respect across everyone involved in the caregiving journey.

2. Safety & Safeguarding

• Maintain a duty of care: identify risks (hazards, scams, medication errors, caregiver burnout) and act with the least intrusive intervention.
• Follow all mandatory reporting laws on abuse, neglect, and exploitation; escalate concerns when not legally required if safety is at risk.
• Keep a clear emergency plan for your services: escalation paths, local resources, and after-hours access if applicable.

3. Privacy & Data Handling (Zero Tolerance)

• Protect confidentiality—share only with proper consent or legal basis.
• Never sell, trade, or misuse family data.
• One strike rule: any verified privacy breach tied to a tendercare connection results in immediate removal.

Examples

• ✅Using an encrypted portal with client consent.
• ❌Forwarding medical or financial info without authorization, uploading records to insecure tools, or exporting tendercare user lists for cold outreach.

4. Honest Marketing & Outreach

• Families control contact. No spam. No scraping. No pressure tactics.
• Represent your role truthfully: use “Verified Member of the tendercare Trusted Network.”
• Follow FTC Endorsement Guides and the Consumer Review Fairness Act for reviews and testimonials: transparent, honest, never misleading.
• Do not suppress negative reviews. You may request an update after resolution, but never require changes or deletion.

5. Conflicts of Interest & Referrals

• Follow your profession’s standards and all state/federal rules on compensation, inducements, and fee-splitting.
• Always disclose in writing if a financial or relational interest could influence a recommendation.
• Within tendercare, no undisclosed quid pro quo. If you’re not the best fit, provide a warm handoff to another Verified Member (with family permission) and step back.

6. Professional Competence

• Maintain required licensure, insurance, and certifications. Supervise staff appropriately.
• Continuing education recommended: 4–6 hours/year in aging, ethics, capacity, or inclusive communication.
• Use checklists/Standard Operating Procedures (SOPs) suited to your category (e.g., safety assessments, disclosure forms).

7. Transparent Pricing

• Provide clear, written fee structures: what’s included, what’s not.
• Update estimates promptly if scope changes.
• Bill accurately, on time, and with client authorization.

8. Communication & Responsiveness

Families deserve clarity and respect. Recommended (not mandatory):

• Acknowledge inquiries within 1 business day.
• Provide a substantive update within 3 business days.

Use plain language, not jargon. Always provide a clear point of contact.

9. Collaboration in the Network

• Practice warm handoffs and respectful competition.
• Share insights that help families and elevate outcomes across categories.
• Engage in Network initiatives—spotlights, education, and quarterly reviews—when able.

10. Brand & Badge Use

• Use only: “Verified Member of the tendercare Trusted Network.”
• Display the official badge as provided—no alterations.
• Do not misuse tendercare trademarks beyond approved guidelines.

11. Technology & AI

• Choose secure, reputable tools; configure with least-privilege access.
• If using AI: maintain human oversight, avoid sensitive data unless under proper agreements, and disclose if AI materially shapes recommendations.

12. Complaints, Reviews & Sanctions

How issues are raised: Families and peers can report concerns in-app or by email at trustednetwork@trytendercare.com. We protect reporters from retaliation and handle matters confidentially.

Annual re-verification may include:

1. Background check refresh.
2. New litigation search.
3. Public review scan (Google, Yelp, BBB, etc.). If negative reviews surface, you’ll be notified and given 30 days to show documented outreach and resolution efforts.

Sanctions ladder:

• Advisory Letter
• Corrective Action Plan
• Probation (with monitoring)
• Suspension (removal until remediation)
• Removal

Zero tolerance: Verified privacy/data breaches = immediate removal.

Appeal process: One appeal within 15 business days. A separate reviewer will respond within 15 business days where practicable.

Why This Matters

This Code is more than a set of rules—it’s a shared commitment to families. By upholding these standards, every Verified Member helps create a caregiving ecosystem where older adults are honored, caregivers are supported, and families can move forward with confidence.

Trust is built not only through professional skill, but through the way we respect, educate, and empower the entire circle of care. Together, we are shaping a Trusted Network that families can rely on in their most vulnerable moments—one defined by dignity, clarity, and compassion.