Manage issues

Should an issue arise with a member or the Lively service, your first port of call is Lively's Matching Team, and they will work with you to resolve it. To escalate it further, please reach out to Lively's Partnerships Manager.

1. Manage member wellbeing

Our Helpers document any changes to member health and wellbeing in their Lively app and you are immediately notified of any changes or issues.

• Changes in member condition: When checking out of their session, Helpers will flag any changes in members’ condition, and provide a general wellbeing indicator. You will receive an automated email to notify you of any flagged changes, with further information available in the member’s profile in the Partner Portal.

• Incidents: In the event of an emergency, the Lively Helper will report it to Lively HQ via our 'immediate response line'. Non-urgent incidents are reported when they complete their session notes at the end of the session. The Lively Matching team will email you with an incident report as soon as possible within 24 hours. Further details on our Incidents management approach can be found here.

2. Request a rematch

While our Helpers are working at Lively, they work consistently with the same members; however, sometimes a rematch will be necessary either because the Helper is moving on, or because it wasn't the right fit between Helper and member. Here's how we approach this:

1. The member or Helper will communicate the need for a rematch to you or their Helper. Please inform the Matching team if a rematch is needed.

2. The Matching team will confirm the Helper's final session date, and the finishing Helper will complete handover notes for the next Helper.

3. The Matching team will source a new Helper to work with the member, based on their location, service needs and interests.

4. Once a new Helper has been matched, an automated email will be sent to you and to the member to notify you.

5. The new Helper will call the member directly to confirm their first session time. We aim for no disruption to session frequency through this process, but there may be a delay if the request is very specific or the member has more complex needs.

3. Conclude a request

If a member wishes to conclude their services with Lively, they may communicate this directly to their Helper, or to you.

• If passed on via the Helper, our Matching Team will reach out to you to inform you, so you can contact your member.

• If passed on to you, please notify our Matching Team, including when the session will conclude and the reason it is being concluded.

4. Manage member passing

We request that you notify Lively within one business day when a member passes away, so that we can ensure that appropriate supports are in place for the Helper. We would be grateful for the details of any planned funeral events, as in many cases, the Helper will wish to attend.