How can platforms safeguard vulnerable populations while meeting the needs of service providers? What roles do transparency and continuous education play in building trust and preventing incidents? Ensuring safety in caregiving platforms requires thoughtful strategies that go beyond the basics of vetting and monitoring.

In today’s episode of Click to Trust, we are joined by Jane Yu, Head of Trust and Safety at Papa, to explore the complexities of building trust in caregiving services. Jane shares her experiences developing safety protocols and fostering a community of trust across the gig economy. From revamping background check processes to launching innovative safety features like emergency response features and ID verification, Jane provides a behind-the-scenes look at how safety is upheld for both caregivers and members alike.

Read Papa's Inaugural Transparency Report: https://resources.papa.com/transparency-report-2024

In this episode, you’ll learn:

• Managing Dual Vulnerabilities: Jane discusses how platforms protect both caregivers and care recipients in unfamiliar environments, ensuring mutual safety and trust.
• Leveraging Safety Features: The impact of features like emergency response features, identity verification and masked phone numbers in creating secure and reliable interactions.
• The Importance of Transparency and Education: Discover why fostering transparency through safety reports and continuous education is essential for maintaining trust and promoting safety on caregiving platforms.

Jump into the conversation:

• (00:00) Meet Jane Yu
• (01:05) Addressing caregiving gaps and the importance of human connection
• (06:40) The dual vulnerability of members and caregivers on platforms
• (10:55) Key safety features: background checks and emergency response features
• (16:20) The role of transparency and effective reporting mechanisms
• (21:35) Educating users and caregivers to promote safety on and offline
• (26:50) Investigating incidents and taking swift action when necessary
• (31:40) Cross-team collaboration to improve trust and safety outcomes
• (36:10) Leadership involvement and its impact on safety strategies
• (39:05) Final thoughts on enhancing safety on caregiving platforms