CSSitters Agency Policies

Policies so that we are all clear on all things.

We are still flexible, understanding, and start with empathy and curiosity in our Super Process. These policies are here to keep us all clear on expectations and operating from the same playbook.

 

On this page you will find policies and info related to:

  • Terms to know
  • Placement Requirements & Rules
  • Cancellations
  • Payment
  • Sickness – 
  • Fees
  • Agency Contact Info

These policies apply to all Super Families and Super Sitters, registered and active within our system. 

*Sickness Policies* Updated 2/2024

Baseline Sickness:  Sniffles, runny nose, and some sort of dry cough (no fever) – AKA the “Chicago Winter Cold”. The cold that is prevalent in parents, kids, & those around children, especially during the winter months.

This ‘Baseline Sickness’ means that the agency, families, and sitters understand that while working with kids, or having kids in your home, this “Baseline Sickness” is to be expected and is not a barrier to work, or to placement confirmation, unless shared with the agency separately on this form (sitter) or this form (family).

POLICIES:

  • If a sitter declines to work in a home with “baseline sickness” present, they are NOT due a cancellation fee, and CSS will attempt to find a substitute sitter for the family.
  • If a sitter has “baseline sickness”, and the family declines the coverage, the family is responsible for the cancellation fee due to the sitter.
  • If a family has anything more than “baseline sickness,” a sitter may decline to work and the family is responsible for the cancellation fee due to the confirmed sitter.
  • If a sitter or family has anything more than “baseline sickness”, standard cancellation protocol applies. 

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Covid Exposure:  It is the agency’s opinion that at this point, anyone exisiting without a mask in any public space these days has been exposed to Covid, even if they have not been told specifically about an exposure. If a sitter/family/child is exposed to a positive Covid case, it is expected that person will test for Covid and relay this information to the agency and/or the sitter/family.

If the family, child, and/or sitter exposed is testing NEGATIVE, is otherwise not displaying any symptoms, and is willing to wear a mask, the placement is expected to proceed as booked.

POLICIES:

  • If a sitter declines to work in a home that has been exposed to Covid but where all parties are testing negative, showing no symptoms, and willing to mask, they are NOT due a cancellation fee, and CSS will attempt to find a substitute sitter for the family.
  • If a sitter has been exposed but has tested negative, showing no symptoms, and is willing to wear a mask, and the family declines the coverage, the family is responsible for the cancellation fee due to the confirmed sitter.
  • If a sitter or family has tested positive for Covid, standard cancellation protocol applies.

Both families AND sitters are able to inform CSSitters if they feel they are an exception, and the “baseline sickness” and “covid exposure” policies should NOT apply to them or their household. Please use this form (sitter) or this form (family) to share this information with the agency. 

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If ANY sickness is not disclosed:

  • If a Super Sitter arrives at a placement and finds more than “baseline sickness” that has not been disclosed, they are permitted to leave immediately, and full placement compensation is due.
  • If a Super Sitter arrives at a home with more than “baseline sickness” that has not been disclosed, the family is permitted to send the Super Sitter home with no payment and a refund for placement from CSSitters if a replacement can not be found.

As always, We expect that there will be thorough communication between sitters and families around any and all sickness. We continue to encourage everyone to wash hands and wear masks to ensure the utmost safety of everyone involved in any CSSitters placement.

 

General Agency Policies

CSSitters reserves the right to remove any family or sitter from the active roster(s) if they are no longer a fit and/or compatible with the agency overall. This can be determined by, but is not limited to: Feedback from family/sitters, interactions with the Super Sitter Team, overall compatibility with CSSitters’ values and expectations, and the agency’s ongoing ability to meet the needs of a particular sitter or family.

Feedback: while submitting feedback is not a specific policy requirement, it is an integral part of what makes our process work. Families are asked to complete feedback RE: sitters, and sitters are asked to complete feedback RE: families.

Terms to know

One time Placement (or OTP): a stand-alone or ad-hoc request.

Recurring Placement (or RECP): an ongoing or regular placement lasting one month or more with the same sitter, for the same schedule (days/times) each week.

Active Sitter: a Super Sitter that has been through our sitter intake process and is in the active rotation for Super Sitter placements.

Active Family: Family that has completed the family profile, completed their intake call and paid their registration fee, and is able to submit requests in our system.

Super Sitter Team: the members of the CSSitters Admin Team that handle requests, confirmations, sitter hiring, family intake, etc.

Placement Requirements and Rules

  • New families must complete a Family Profile and an intake call prior to placing a request.
  • Any booking between a family and an active Super Sitter must be submitted through a family’s online portal (provided after your intake call).
    • If a family and sitter who have met through CSS book directly without informing the agency and submitting an official request, it is grounds for dismissal from the roster for both parties.
  • One Time Request fees are charged from the timestamp (date and time in CST) on the submission into our system.
    • Request Submissions via email, text, direct conversations, or other communication are not considered timestamped request submissions
    • Direct conversations or verbal agreements between family/Super Sitters are not considered timestamped request submissions

Request & Placement Timing

  • All placements must meet a minimum of 3 paid hours per placement. If a request is submitted for less than 3 hours, CSS will contact the family to either extend the placement OR agree to still pay the sitter for 3 full hours.
  • Requests/Placements can not be swapped, traded, or exchanged. Even if it’s the same sitter and same hours just a different day. Cancellations and/or additional days will be charged as such.
  • Placement start time can be flexible +/- 2hrs max to be considered the same placement. If adjusted more than 2hr, this may be considered a cancellation/New Request and be charged as such.
  • A CSSitters Placement is considered confirmed when a sitter is assigned, and details have been sent via email by CSS.
    • CSSitters timestamp (date and time in CST) and delivery confirmation system will be used as time/date reference.

Sickness

  • Any ‘sickness’ in your home (child or adult) must be disclosed prior to booking or having your sitter in your home (on request form or via other correspondence). Any assigned sitter will be given this information to make an informed decision about working the placement.
  • If a sitter is feeling ‘sick’, it must be disclosed prior to confirming a placement or going into a family home. Families will be given this information to make an informed decision about accepting the sitter or having a sitter replacement.
  • Sickness includes ANYTHING ‘sick’, no matter how small or insignificant the family or sitter deems it to be. These include but are not limited to: runny nose, teething fever, regular fever, cough (wet or dry), pink eye, head lice, HFM, etc.
  • If a Super Sitter arrives at a placement and finds sickness that has not been disclosed they are permitted to leave immediately, and full placement compensation is due.
  • If a Super Sitter arrives at a home with an undisclosed sickness, a family is permitted to send them home with no payment and a refund for placement from CSSitters if a replacement can not be found.

Payment Policies

  • There are TWO payments due for each placement: The placement fee to the agency, and the hourly rate to the sitter. 
    • One Time Placements are charged per booking
    • Recurring Placements are charged monthly
  • Payment to CSSitters is due when the request/placement is confirmed. An invoice will be sent to you via email and is due within 3 days, or prior to your placement starting (whichever is sooner).
  • Payment to your Super Sitter is due directly to the sitter via their payment handles at the end of the gig, before the sitter is sent home (including minimum hourly, any reimbursements, etc). Please discuss payment expectations with any other adults dismissing your sitter at the end of a placement.
    • If a sitter has to ask for the agency’s help to receive payment, CSSitters will charge the full amount to the family (due prior to any future request being placed) with a $5 transaction fee and 20% tip.
    • If you relieve your sitter before the scheduled end time, you are responsible for paying for the time worked, not the time booked, as long as it still meets the minimum of 3 paid hours.

Cancellation Policies (RECP and OTP)

Cancellation Fees:

  • No fee due if a placement is cancelled before it is confirmed
  • $50 Fee/day –  if a placement is cancelled after it has been confirmed (RECP or OTP)
  • $Full Hourly for canceled placement/day – if placement is cancelled with less than 48 hours before placement start time (RECP or OTP)
  • See *Sickness Policies* on this page for more information regarding sickness-related cancellations

Cancellation Policies:

  • A CSSitters Placement is considered confirmed when a sitter is assigned, and details have been sent via email by CSS. CSSitters timestamp (date and time in CST) and delivery confirmation system will be used as time/date reference.
  • Cancellation fees are applicable once the placement is confirmed.
    • Recurring placement dates canceled more than 4 weeks in advance will NOT incur a cancellation fee.
  • Cancellations are charged/assessed based on the timestamp on the submitted Family Cancellation Form.
    • Cancellation requests via email, text, direct conversations or other communication are not considered timestamped cancellation submissions.
  • Cancellation fees are paid directly to your Super Sitter via their payment handles.
    • If a Cancellation fee is not paid directly to a sitter after being requested, CSSitters will charge the cancellation fee to the family (due prior to any future request being placed) with a $5 transaction fee.
  • Any placement fee is retained as charged for cancelled placements. Outstanding invoices for confirmed & canceled placements remain due. Credit of of placement fees are only issued if a placement can not be filled after sitter-cancellation.

    All Fees

    Placement Fees (to the agency)

    One Time Placements (In-home, hotel, home rentals, etc.):

    Charged for each placement requested and confirmed. 

    • 14+ days – $25
    • 7+ days  $35
    • 3-6 days – $50
    • <48hrs – $75
    • <24hrs – $100

    SuperCard:

    Available to purchase for $200 for 10 credits. More information here.
    Credits are used toward one-time placements only (not usable for recurring placements). 

    • 14+ days 1 SC credit
    • 7+ days 1 SC credit
    • 3-6 days 2 SC credits
    • <48hrs 3 SC credits
    • <24hrs 4 SC credits

    Recurring Placements:

    Charged monthly on the 1st of each month a recurring placement is active (prorated by half-months).

    • 1 day/week $50/month
    • 2 days/week $75/month
    • 3 days/week $100/month
    • 4 days/week $125month
    • 5 days/week $150/month

    Out of Office/Off-Hours Fee

    An additional $25 will be charged (with the placement fee) if the request requires attention outside of office hours.

    This means:

    • Requests submitted after 3p for the following morning (placement starting before noon)
    • Requests submitted after 3p on Friday for any time on the following Saturday or Sunday 
    • Requests submitted after 3p on Friday for Monday morning (placement starting before noon)

    Cancellation fees

    • No fee due if a placement is cancelled before it is confirmed
    • $50 Fee –  if a placement is cancelled after it has been confirmed
    • $Full Hourly for cancelled placement – if placement is cancelled with less than 48 hours before placement start time.
    • Placement fees are retained as charged for confirmed placements. Credit of of placement fees are only issued if a placement can not be filled after sitter-cancellation. 

    Registration & Intake fees

    • New families must complete a Family Profile and an intake call prior to receiving confirmation details for a placement. 
      • 15-minute and 30-minute calls are available with a one-time registration fee of $50, booked through our scheduling page (provided after the Family Profile is completed)
      • Families needing a call outside of the listed intake availability may choose to schedule a 15-minute or 30-minute call with us directly for an additional $50 fee (+$50 Registration fee, $100 total)

    Hourly Rates

    • Suggested hourly rates are determined by CSSitters
    • Your hourly rate will stay the same sitter to sitter, an only changes if the criteria (listed below) change.
    • Rates are for every hour and are paid directly to your sitter. Please see Payment Policies for more information.
        • One Time Placements:
          • 1 Child – $20/hour
          • 2 Children – $21/hour
          • 3 Children – $22/hour 
          • 4 Children – $TBD – based on age-spread, needs of placement.
          • 5+ Children – $TBD – based on age-spread, needs of placement.
        • Recurring Placements:
          • 1 Child – $22/hour
          • 2 Children – $23/hour
          • 3 Children – $24/hour
          • 4 Children – $TBD based on age-spread, needs of placement.
          • 5+ Children –  $TBD based on age-spread, needs of placement.
      • Additions to hourly rate:
          • Infant (under 6mos): +$1/hour
          • Two children under 2y: +$1/hour
          • Sitter in Hotel Room/Home Rental: +$1/hr
          • Sitter working somewhere other than the family home: +$1/hr
          • Combined Families (two or more): +$2/hr for each extra child from family #2, 3, etc.
      • Possible TBD Extras:
        • Gas/Travel stipend: $TBD, based on location (will be known prior to booking)
        • Special Skills Required (Language, special training):  $TBD – depending on request.
        • Overnight Care: Rates vary based on sleeping habits, ages, etc. Inquire for more info.

      Agency Contact Info

      Requests Inquiries:  Requests@chicagosupersitters.com

      General Questions/Inquiries:  Hello@chicagosupersitters.com

      Events and Weddings Contact:  Weddings@chicagosupersitters.com

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