Joy Provider Code of Conduct

1. Respect and dignity

• Treat every client as a capable adult. Follow their pace, their preferences and their choices.
• Speak respectfully. Use the name and title they ask you to use.
• Respect their home, their belongings, their privacy and their routines.
• Respect their faith, culture, politics and beliefs. You may join faith activities they invite you to, but never pressure, preach to or try to change anyone.
• Never discriminate against anyone based on race, ethnicity, religion, sex, sexual orientation, gender identity, disability, age or national origin.

2. Money, property and gifts

Financial exploitation is the most common harm older adults face. These rules have no exceptions.

• Never handle a client's money, cash, checks, credit or debit cards, bank accounts or benefits.
• Never ask for, accept or borrow money, loans, gifts, tips or belongings of any value, even if the client insists. Kindly say JoyUS takes care of everything.
• Never sell anything to a client, recruit them into any business, or ask them to donate to any cause.
• Never ask for or use a client's passwords, PINs, account numbers, Social Security number or personal documents.
• Never discuss, witness, sign or help with wills, trusts, deeds, power of attorney, beneficiary designations or any legal or financial document.
• All payment happens through JoyUS. Never accept payment directly or arrange visits outside the platform.

3. Communication and privacy

• Keep all messages and scheduling inside the JoyUS app, where the client's family can see them. Do not share your personal phone number, email or social media.
• Keep everything you learn about a client confidential. Never share their health, family, home or personal details with anyone outside JoyUS.
• Never photograph, record or post about a client without their written permission and their family's permission.
• Be honest. Never misrepresent who you are, your qualifications or what happened on a visit.

4. What Joy Providers do, and don't do

You are a companion. You are not a nurse, home health aide, housekeeper or financial helper.

• Do: conversation, games, music, meals out, walks, church, events, hobbies, outings, phone and video visits, and the add-ons you are approved to offer.
• Don't: give personal care such as bathing, dressing, toileting or lifting a client.
• Don't: give, manage or remind about medication, or give medical, legal or financial advice.
• Don't: do housekeeping, home repairs or caregiving tasks.
• Don't: bring other people, children or pets to a visit without the client's and family's approval through the app.
• Never stay overnight, and never visit a client outside a booked JoyUS visit.

5. Boundaries

• Never start or accept a romantic or sexual relationship with a client or anyone in their household.
• Never use alcohol, cannabis or any drug before or during a visit, and never bring weapons to a visit.
• Do not smoke or vape during a visit or in a client's home or car.
• Keep your phone use to a minimum. The visit is about them.

6. Safety and emergencies

• In an emergency, call 911 first. Then notify JoyUS and the family through the app.
• Know the signs of a stroke (face drooping, arm weakness, slurred speech) and heart attack, and never wait to call for help.
• If a client falls, do not try to lift them. Call 911 if they are hurt or cannot get up safely.
• Never drive a client during a medical emergency.
• For first in-person visits, meet in a public place unless the family has arranged otherwise.
• Report any accident, injury, fall, lost item or other incident to JoyUS within 24 hours.

7. Driving and transportation

Only Joy Providers approved for the Transportation add-on may drive clients.

• Keep a valid driver's license, current auto insurance and a safe, registered vehicle at all times, and provide proof when JoyUS asks.
• Everyone wears a seatbelt. Never use your phone while driving.
• Help clients in and out of the car only as far as they can safely manage on their own.
• Never drive after drinking or while drowsy.

8. Reporting abuse, neglect and exploitation

You may be the person who notices something is wrong. You don't need proof to speak up.

• Report any sign of abuse, neglect, self-neglect or financial exploitation to JoyUS the same day. Signs include unexplained injuries, fear of a particular person, missing money or belongings, unpaid bills, new "friends" asking for money, or a sudden change in their will or accounts.
• If someone is in immediate danger, call 911.
• Follow your state's reporting laws. Many states require anyone who suspects elder abuse to report it to Adult Protective Services. To find your state's agency, call the Eldercare Locator at 1-800-677-1116. In Florida, call the Florida Abuse Hotline at 1-800-962-2873.
• Never confront a suspected abuser yourself.

9. Reliability

• Show up on time, every time. If you will be late, message the family in the app right away.
• Cancel at least 24 hours ahead whenever possible. Repeated late cancellations or no-shows can lead to removal.
• Send an honest joy note after every visit.

10. Your account and status

• Keep your profile, availability, ID and background check accurate and current. Tell JoyUS within 48 hours if you are arrested, charged or convicted of any crime, or if you lose your license or insurance while offering transportation.
• You are an independent contractor, not an employee of JoyUS, and you are responsible for your own taxes.
• Never let anyone else use your account or visit in your place.

11. If the Code is broken

• JoyUS may pause or remove any Joy Provider who breaks this Code, at its discretion, and may share information with law enforcement or Adult Protective Services when required or when someone's safety is at risk.
• If you are unsure whether something is allowed, ask JoyUS first.