Support

Help is always available. Take a look through our frequently asked questions or ask us a new question that you need an answer for.

Looking for Help

Common questions about Tribe

Why is Tribe different to other platforms?
Tribe isn't like a Facebook group or a volunteering app. Think of it more like an Uber for support. Tribe, with its partner Community Catalysts, will encourage skilled community support providers to become established in national ‘dark patches’ where care costs are prohibitive or no support provision exists. Tribe drops the barriers to local people delivering paid support work, ensuring through its partnerships with Community Catalysts and Skills for Care, that people have the right attitudes, skills and knowledge to do their job well and safely. Tribe offers the opportunity for continuous training and development. Tribe will ultimately help make your support experience more responsive and personal.
How quickly can I find someone to provide the support I am looking for?
It takes just a minute to create a call for help and that call is sent out to the community instantly. You choose who you want to receive help from and the time.
Who will be my support provider?
Who ever you choose. Tribe isn't a care company, it is a facilitator to those who need help and those who can help.You take your pick of the support providers around you.
Do I have to pay anything?
Yes and No. You can put out requests for voluntary or paid help. Support providers set their own fee. You can pay support providers directly or use care package credits through your local council. Tribe is a free platform and so the only cost is for your personalised support.
What if I’m unhappy with my service?
In the first instance talk to your support provider. Explain what you are unhappy about and see if you can work together to find a solution. If you remain unhappy you can end your contract and find another support provider. If you feel that the provider is providing an unsafe service then you can report them to your local council safeguarding team.Their contact details will be on the council website.
What if nobody responds to my request for help?
This will be identified through Tribe analytics and raised as a concern to Community Catalysts and to your local Council. They will contact you to discuss ways to make sure you get the help you need.

What questions should I ask support providers?

How do you know the person or organisation is going to be reliable?
Ask things like...
  • How long has your enterprise been running?
  • What is your track record?
  • Can you supply references from other people you have supported?
How does the person or organisation ensure the safety of the people that they support?
Ask things like...
  • How do you assess and manage risks?
  • Do you have policies (and use them!) on things like health and safety, safeguarding and abuse?
  • Have you and your workers had a criminal records (DBS) check? Can I see it?
Do you and your workers have the skills they need to deliver the services and supports they offer?
Ask things like...
  • What training have people done?
  • How do you make sure that people’s skills and knowledge are kept up to date?
What are everyone’s rights and responsibilities in the arrangement?
Ask things like...
  • Is there a contract that we both have to sign that will clearly set out who will do what, when, where and how?
  • How much will I have to pay and how will this happen in practice?
How will they ensure that the information they have about you is kept confidential?
Ask things like...
  • Can I see your policies on confidentiality and General Data Protection Regulation (GDPR)?
How will they find out whether or not you are happy with the service?
Ask things like...
  • What happens if things go wrong?
  • Can I see your complaints procedure?
If a person or organisation is helping you with personal care, in the place where you live, they may need to be registered with the Care Quality Commission.
* Individuals contracted directly by you, working under your control and direction are exempt from CQC regulation.

Ask things like...
  • Is your service registered with the Care Quality Commission?
  • If you are, can I see a copy of your last inspection report?

Support Provider

Common questions about Tribe

Why is Tribe different to other platforms?
Tribe isn't like a Facebook group or a volunteering app. Think of it more like an Uber for support. Tribe, with its partner Community Catalysts, will encourage skilled community support providers to become established in national ‘dark patches’ where care costs are prohibitive or no support provision exists. Tribe drops the barriers to local people delivering paid support work, ensuring through its partnerships with Community Catalysts and Skills for Care, that people have the right attitudes, skills and knowledge to do their job well and safely. Tribe offers the opportunity for continuous training and development. Tribe will ultimately help make your support experience more responsive and personal.
How do I become a paid support provider?
If you are already an established support provider or employed personal assistant then you can register on the platform as soon as you have completed the checks we need to make sure you are operating safely. Newcomers who want to set up a community enterprise or business will be referred to our partner Community Catalysts. Community Catalysts will take you through a personalised development programme designed to ensure that your service will be sustainable, legally compliant and high-quality. You will have access to learning opportunities through the Tribe Platform that meet national sector skills council standards. You will be asked to sign up to ‘Doing it Right’ standards which are linked to standards for the care sector and set out the way in which you will work.
Will I need a DBS check to become a support provider?
Support providers delivering help and/or personal care to people in their own homes have to have a current DBS check. ‘Current’ means a DBS check that has been made within the last 3 years. The Tribe Platform allows you to upload your DBS certificate, which will be checked by the platform to ensure it is valid. Information on your DBS certificate is not made public, but you should share any criminal convictions with the people buying your service so they can judge whether they want to work with you. Support providers who do not provide personal care and work with people in community settings are not usually required to have a DBS check, although you should check this first with Community Catalysts. If you do not need a DBS check, you should tick the button on the Tribe platform that says ‘DBS certificate not required’ so that customers know this before they decide to use your service.
How many opportunities to provide help will there be?
It depends on the area in which you live and what you are offering. Tribe provides information about opportunities in your local community that help create a stronger and independent neighbourhood. The opportunities are therefore dependant on how many people in your community require the kind of help you provide.
Who employs me?
Support providers are self-employed. Tribe in some areas also provides a platform for personal assistants seeking employment to provide individual support. Personal assistants are directly employed by the person they support.
How much can I get paid?
This depends on the type of support you are providing and the demand in your area. You set your own fee, which will take into account the fees set by other support providers and also the level of the local authority payments available for support. You can sell your support to self-funders as well as people funded by the local authority. If your fees are competitive and you provide the kinds of support people are looking for you are likely to be in demand.
What do I do if I am concerned that someone is compromising the safety and well-being of the person I support?
Report this immediately to your council’s safeguarding team. Their contact details will be on the council website. You can also find information about your local council in the Tribe app and report any issues.

Community Services

Common questions about Tribe

How much does it cost to advertise services?
Nothing. It is completely free to add your services to Tribe.
Who will see my services?
Everyone who has access to the Tribe app on desktop and mobile. Your services are also automatically listed on third-party systems for local signposting, and shared with clinical professionals for referrals.
Why should I place my services on Tribe?
It's free, promotes your services across multiple signposting systems and provides you with the tools in order to grow your service to suit the needs of the community.

Councils

Common questions about Tribe

What problem is Tribe trying to solve?
A national shortage of 90,000 carers. To upskill a carer, care companies incur a £3,500 training charge. Accelerated by Brexit, industry churn has now been increased to 33% which has made it impossible to train new carers fast enough. Training charges incurred by care companies are being passed on to local government with administration charges as high as 30% - This is a particularly big problem in rural areas and clearly the model is no longer sustainable. Preventative service withdrawal is also accelerating the industry crisis. Ultimately thousands of vulnerable and socially isolated people are going without help.
Why is Tribe different to other platforms?
Tribe isn't like a Facebook group or a volunteering app. Think of it more like an Uber for support provision. Tribe will bring skilled community support providers to national ‘dark patches’ where administrative costs are prohibitive or no support provision exists. We will drop the barriers to paid support work - People in rural and high inequality areas can receive industry recognised support skills with an opportunity for continuous training and development.
What evidence is there to indicate that Tribe is effective?
Council leaders are telling us ‘Micro Commissioning’ via Tribe is a tangible solution to their ‘collapsing’ adult social care provision. The business case produced by our pilot councils procurement is compelling. Although it highlights a £800k fiscal saving through administrative cost reduction, based on a projected 400 new care providers, the largest risk identified was continuing with the current model - It has been proven internally current methods of care provision are not sustainable. Areas with no care provision are growing across the UK, loneliness and social isolation are now seen as chronic in rural areas. Skills for Care and Community Catalysts are partners of the Tribe project helping provide access to the support and learning that local people need to establish a sustainable, legal and high quality care service. British Red Cross and senior civil servants have all backed our project for its impact to support socially isolated individuals using resources from their own community. Six additional councils and two CCG’s have contacted us directly to discuss deployment of Tribe within their region.
How much does Tribe cost?
Call us on +44(0)1952 288218 or email info@tribeproject.org to discuss our licence fees.
Is Tribe G-Cloud 10 approved?
Tribe has been accepted to the G-Cloud 10 government procurement framework as a ‘Social Action and Micro-commissioning’ solution.

Training

Common questions about Tribe

What equipment is required for virtual reality training?
Tribe will employ Virtual Reality ‘Cardboard kits’ sent to people through post who have signed up to become support providers. You will then just need a smartphone and the Tribe app to start using immersive virtual reality simulations.
Why use virtual reality for training?
Tribe will use virtual reality immersive simulations to prepare support providers for real situations they are likely to face in delivering their service. Training support providers in this way helps people to have a realistic understanding of the role and skills they need without cost.
What happens when my skill-set is outdated?
Adaptive training is all facilitated via a user friendly, multi-platform smartphone app, which generates tangible analytics as the individuals training progresses - this provides a way to facilitate continuous development in-line with current regulations and is constantly updated. You will always have the resources needed to keep up-to-date with the industry standard.
What is the cost of adaptive training?
To upskill a support provider, care companies incur a £3,500 training charge. Accelerated by Brexit, industry churn has now been increased to 33% which has made it impossible to train new support providers fast enough. Training charges incurred by care companies are being passed on to local government with administration charges as high as 30% - This is a particularly big problem in rural areas and clearly the model is no longer sustainable. Using Tribe, these costs can be avoided.
Will I gain any qualifications?
When using adaptive training, you will have the opportunity to gain industry recognized qualifications and learning programmes by completing the modular courses.

Contact us

You can contact us by mail, email or telephone

e-Innovation Centre, Priorslee, Telford, Shropshire. TF2 9FT

+44(0)1952 288218

info@tribeproject.org