Contact Us: 757-416-6886

Frequently Asked Questions

Q: How do I utilize services with A Helping Hand
A: Please click here for the link to, “Become a Client.” This will redirect you to your Family Feature Sheet. Once you have completed your Family Feature Sheet, a member of our Administrative Team will review your profile and activate your account. You will then receive a follow up call from our Administrative Team to review the needs of your family and to answer any questions that you may have. Additionally, you can expect to receive a confirmation email once you have been activated. Please monitor your junk/spam folder if you have not received an email from us within 24 hours. Following activation, you can begin requesting services.

Q: Does A Helping Hand charge fees to be a client?
A: No! A Helping Hand does not charge a startup or joining fee. We only charge for the services used within accordance of our Fee Schedule listed here.
Moreover, there are no monthly dues or termination fees. 

Q: How will I know if my Service Request has been accepted by a Helper?
A: Once your request has been accepted, you will receive an automated email from our website. Within 24 hours of acceptance, you will receive a phone call from the Helper who will introduce themselves, confirm the details of your request, and to answer any questions that you may have.

Q: How and when should I pay for my service?
A: After completing services with your family, your Helper will report their hours to A Helping Hand. You will receive an automatic email from our website with a copy of the reported hours. Within 2 weeks of your completed service, you will receive an emailed invoice. Upon activation you can choose to sign up for Auto-Pay, in which you would be automatically charged for your services. You can also pay this invoice online for free. Please note that invoices must be paid within 5 days of receiving. Any outstanding invoices are subject to late fees.

Q: How do I cancel my service?
A: We absolutely understand that circumstances arise where you may need to cancel your service. Simply sign into your account and under “Service Requests” select “Current Request” and utilize the “Cancel this Request.” If you are cancelling an accepted service request with less than a 24-hour notice, you may be charged a $39 cancellation fee. Please note that supporting Foundations do not cover cancellation fees.

Q: What if my requested Helper is not available?
A: Your requested Helper has 24-hours to accept your service request. If they are not available, you will receive an automated email from our website stating your requested Helper is not available. Your service request will then become available to the remaining Helpers with A Helping Hand. Once your request has been accepted, you will receive an automated email from our website and a confirmation call from the accepting Helper.

Q: How do I change the times or date of a service request that HAS NOT been accepted?
A: If the service request has not been accepted by a Helper, you can simply log into your account and select, “Service Requests,” then “Current Request,” and click, “Edit this Request.”

Q: How do I change my service request's time or date if the request HAS been accepted?
A: Once it has been accepted by a Helper, you do not have access to change the times or dates. If you need to change the time, please contact your Helper or a member of our Administrative Team and we will ask if the Helper is available for the new times. If the Helper is not available for the new times, or you need to change the service date, please cancel the request and post a new request. (If you give less than a 24 hour notice, you will be charged a $39 cancellation fee)

Q: I need a Helper tonight, is it too late to post my service request?
A: Although we prefer a 48-hour notice for service requests, we do not discourage anyone from posting their needs. If we can fill your request, we certainly will.

Q: Is there a minimum time frame for my service?
A: Yes, we have a 3-hour minimum on all Family Support Services and a 2-hour minimum on all Virtual Learning Support Services. If you do not utilize the minimum amount of hours, you will be billed for the minimum.

Q: Are the Helpers allowed to accept tips?
A: YES! Please feel free to tip your Helper directly if you feel they have gone "above and beyond" for your family. If you would like A Helping Hand to include a tip on your invoice, please leave feedback for your service, and include the amount of tip you would like to give to your Helper.

Q: I have forgotten my password.

A: Click here

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