Safety Center

Keeping seniors and concierges safe

Emergency Contacts

In case of immediate danger, call 911 first

Citovelo Safety Hotline: 1-877-248-6889 (24/7)

Email: Support@citovelo.com

Text: Report emergencies by texting "HELP" to 555-SAFETY

Safety Tips for Concierges

Before Accepting a Task
  • Review the task details carefully
  • Check the Poster's rating and reviews
  • Verify the location is in a safe, public area (when possible)
  • Trust your instincts - decline if something feels off
  • Confirm you have necessary skills and equipment
During the Task
  • Share your location with a trusted contact
  • Keep communication on-platform (creates evidence trail)
  • Take photos/videos of work progress
  • Wear appropriate safety gear
  • Leave immediately if you feel unsafe
  • Don't enter private residences alone if uncomfortable
  • Keep valuables secured and out of sight
After Completion
  • Document completion with photos
  • Get Poster verification promptly
  • Report any incidents immediately
  • Leave honest reviews to help other Concierges

Safety Tips for Seniors & Families

Before Posting a Task
  • Provide clear, accurate task descriptions
  • Don't request medical care, personal care, or transportation
  • Ensure the senior's home is safe and accessible
  • Inform the senior about the scheduled visit and Concierge's name
  • Share live tracking with a trusted family member
  • Keep valuables secured before the Concierge arrives
When Concierge Arrives
  • Verify Concierge identity through the app before opening the door
  • Brief them on any mobility, cognitive, or communication considerations
  • Secure pets, valuables, and medications
  • Have a family member or trusted contact reachable by phone
  • Never leave the senior alone with a Concierge if uncomfortable
  • Don't request medical help, medication handling, or personal care
  • Don't ask the Concierge to drive the senior anywhere

Red Flags - Report Immediately

  • Requests to communicate off-platform
  • Pressure to accept cash or off-platform payment
  • Inappropriate personal questions or advances
  • Tasks involving illegal activities
  • Unsafe working conditions
  • Threats, intimidation, or harassment
  • Requests to falsify documentation
  • Suspicion of human trafficking or exploitation

How to Report Safety Concerns

  1. In-App Reporting: Use the "Report" button on any profile, task, or message
  2. Email: Support@citovelo.com with details and screenshots
  3. Phone: 1-877-248-6889 for urgent matters
  4. What to Include: Date/time, user involved, task details, description of incident, any evidence

All reports are confidential and investigated promptly. You can report anonymously if preferred.

What Happens After You Report

  • We review reports within 24 hours (urgent cases immediately)
  • We may contact you for additional information
  • Appropriate action taken (warning, suspension, ban, law enforcement)
  • You'll receive an update on the outcome
  • Your safety is prioritized - we take all reports seriously

Health & Illness Safety

  • Follow local health guidelines and mandates
  • Wear masks if requested by the senior or their family
  • Communicate any illness before the visit — cancel without penalty if feeling unwell
  • Sanitize hands before and after entering a senior's home
  • Be mindful that seniors are a higher-risk population for illness
  • Never provide medical care or medication management — call 911 for health emergencies

Insurance & Liability

Concierges are independent contractors and should maintain:

  • General liability insurance
  • Workers' compensation (if applicable in your area)

Citovelo provides limited insurance coverage in certain situations. See our Insurance Policy for details.

Safety & Elder Care Resources

  • • Adult Protective Services: Find your local APS at eldercare.acl.gov
  • • National Center on Elder Abuse: 1-800-677-1116 (Eldercare Locator)
  • • National Domestic Violence Hotline: 1-800-799-7233
  • • RAINN Sexual Assault Hotline: 1-800-656-4673
  • • National Human Trafficking Hotline: 1-888-373-7888
  • • Crisis Text Line: Text HOME to 741741

Your safety is paramount. When in doubt, trust your instincts. It's always better to decline a task or leave a situation than to put yourself at risk. We're here to support you 24/7.