FAQ

Frequently Asked Questions (FAQ)

Welcome to our comprehensive FAQ section. We've organized common questions by audience to help you quickly find the information you need. If you don't see your question addressed here, please contact our team for personalized assistance.

General Client Questions

Questions about us

  • What makes Nurture Haven different from other childcare agencies?
    We are a fully managed W-2 nanny and sitter agency delivering concierge-level care. Every caregiver is thoroughly vetted, professionally trained, and employed by us. No gig apps. No guesswork. Just consistent, high-quality support for families.
  • What areas do you serve?
    We serve MetroWest Boston — including Hopkinton, Southborough, Westborough, Natick, Wellesley, Weston, Wayland, and beyond. Nanny placements are available throughout Massachusetts. Learn more about HavenFlex™
  • Are your caregivers employees or contractors?
    All of our sitters and nannies are W-2 employees. We manage payroll, insurance, compliance, and training so families can focus on care, not logistics.

💡 HavenLite™ – Pay-As-You-Go

  • Can I book a sitter without a membership?
    Yes. HavenLite™ allows occasional bookings with:
    • ✅ $99 annual registration
    • ✅ $40 booking fee per sit
    • ✅ Hourly caregiver rates based on tier (starting at $35/hour)
    Perfect for trial bookings, travel, or backup care.

🧸 HavenFlex™ – Sitter Memberships

  • What is HavenFlex™?
    HavenFlex™ is our sitter membership plan designed for families needing recurring or flexible care. Choose 3, 6, or 10 sits per month with priority access and waived booking fees.
  • What’s included in a sitter membership?
    • ✅ Vetted, trained W-2 caregivers
    • ✅ Waived booking fees for included sits
    • ✅ Priority scheduling
    • ✅ Concierge support via our Care Coordination team
  • What if I need more sits than my plan?
    Each additional sit is just $20. Hourly rates apply based on your caregiver’s tier.
  • Do unused sits roll over?
    No. Sits reset each billing cycle.
  • Can I upgrade or pause my plan?
    Yes! You can adjust your plan with 7 days’ notice before the next cycle.

👩‍👧 HavenPlus™ & HavenBridge™ – Nanny Placements

  • What is HavenPlus™?
    HavenPlus™ is our managed nanny placement for families needing 15–40 hours/week. We handle payroll, scheduling, caregiver support, and compliance.
  • What is HavenBridge™?
    For families needing a hybrid nanny/family assistant, HavenBridge™ offers flexible placement with extra support — light housekeeping, errands, or special schedules.
  • How does placement work?
    We match your family with a vetted, trained W-2 caregiver. You’ll meet, trial, and finalize your caregiver before recurring care begins.
  • Is there a placement fee?
    No. We use a monthly membership model instead of traditional one-time fees.
    • ✅ HavenPlus™: $149/month
    • ✅ HavenBridge™: $199/month
    • ✅ One-time onboarding: $250

🌍 HavenGuests™ – Hotel & Travel Childcare

  • Do you offer hotel or Airbnb care?
    Yes! HavenGuests™ provides vetted sitter care for visiting families.
    • ✅ $40/hour
    • ✅ $35 booking fee
    • ✅ 4-hour minimum

🎉 HavenEvents™ – Childcare for Events

  • What events do you support?
    Weddings, corporate events, church services, retreats, and more. We create pop-up childcare zones with toys, caregiver staffing, and secure check-in/out.
  • What’s included in an event package?
    • ✅ On-site caregiver team
    • ✅ Child activity station setup
    • ✅ Sign-in sheets and secure procedures
    • ✅ Pricing varies by child count and hours

🌙 HavenNights™ – Overnight Care

  • What types of overnight care do you offer?
    We offer two options:
    • ✅ Overnight Sitter Care (ages 1+) – supervision during sleep
    • ✅ Infant Night Care (under 6 months) – feeding, diapering, soothing, bottle sanitizing, sleep logs
    Rates:
    • ✅ $250 flat (10-hour shift)
    • ✅ +$20/hour if awake care is needed
    • ✅ $60/hour for twins (Infant Care)

💳 Policies & Billing

  • How do I pay for services?
    We bill weekly through EngineHire or Dubsado, depending on service type. Stripe is used for memberships and booking fees.
  • What’s your cancellation policy?
    • ✅ 48+ hours: no fee
    • ✅ Less than 48 hrs: $75 cancellation fee
    • ✅ Less than 1 hour: Full session charged
  • Can I get a receipt for taxes or FSA?
    Yes. Receipts and care logs are sent automatically for use with Dependent Care FSA or tax purposes.

👩‍👧 Caregiver FAQs

✨ Application & Onboarding

  • How do I apply?
    Apply on our website. You’ll complete an application, virtual interview, background checks (CORI + FCRA), and orientation.
  • Do I need CPR & First Aid?
    Yes. You must submit proof before your first shift.
  • Are these W-2 jobs?
    Yes! You’re a valued employee — with payroll, sick time, and support.

🎓 Training & Scheduling

  • What’s onboarding like?
    • ✅ 4-hour paid in-person orientation
    • ✅ Online TalentLMS training modules
    • ✅ Gusto profile setup for payroll, tax, and compliance
  • How do I get assigned to shifts?
    Use your EngineHire portal to set availability. Assignments are matched based on family fit, skill, and location.
  • Can I work events and shifts?
    Yes! Many caregivers mix HavenFlex sits, HavenPlus placements, and HavenEvents shifts.

💰 Pay, Perks & Policies

  • When do I get paid?
    Fridays via direct deposit.
  • Do I get sick time?
    Yes. You earn 1 hour per 30 worked. Use after 90 days of employment.
  • Are there perks?
    Yes! We offer performance bonuses, milestone swag, and our HavenCare™ Career Ladder for growth.

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