FAQs

FAQ - General

1. What is Carers Hub?
   Carers Hub is created to support and empower caregivers every step of the way. Offering a comprehensive range of resources and guidance, self-assessment tools, and community-based peer support, we address the full spectrum of caregivers' needs—from practical help to community support.
   
   An initiative by Home Nursing Foundation (HNF), we’re here to make your caregiving journey easier - so you can focus on what truly matters—providing care with confidence and compassion.
   
2. Who is Carers Hub for?
   Family caregivers, care teams - basically any caregivers who are looking for support in their caregiving journey!
   
   
3. Is the portal free to use?
   Yes, the portal is free and open to public.
   
   
4. How do I create an account on Carers Hub?
   Click here to sign up, you may be required to verify your email address or contact number.
   
   
5. Can I update my profile?
   Yes, you may login to your account and go to Settings, to update your profile.
   
   
6. Can I track my own results for the Self-Assessment tools that I've done?
   Yes, you may track your own results for the Self-Assessment tools that you've done, only for the latest 3 records for each tool. It can be found on My Dashboard by logging into your account. Note that the results will be recorded only for users who has a Carers Hub account. If you do not have an account, click here to sign up for free!
   
   
7. How do I contact support?
   You may reach out to us here, fill up the form and click submit. Alternatively, you may write in to [insert email contact]. We aim to respond within 5 to 10 working days.
   
   
8. How is my data protected?
   The portal uses encryption, secure authentication, and complies with PDPA, and local regulatory requirement.

FAQ - Membership

1. What is included in a Carers Hub membership?
   Exclusive access to a range of resources, including educational materials, caregiving guides, virtual support groups, service directories, participate in forum discussions, deals on caregiver tools or services, and newsletters with tips and update.
   
   
2. How do I sign up to be a Carers Hub member?
   You may join by clicking here!
   
   
3. Is there a membership fee?
   No, membership is free.
   
   
4. How long does the membership last?
   Membership is free for lifetime.
   
   
5. Can I cancel my membership at any time?
   Yes, you may cancel your membership anytime. If you have questions about cancellations, please contact our team.

6. Are there different types of memberships?
   Yes, there are different tiers of membership, each with tailored benefits. Details are available here [collapse/expand button, this FAQ should be able to expand to show the different tier levels].

   >> Care Companion (0 - 499 points)
   for new caregivers exploring support and resources

   >> Support Steward (500 - 1499 points)
   for active participation in caregiving tasks or peer support

   >> Heart Helper (1500 - 3999 points)
   for consistent engagement and sharing caregiving wisdom

   >> Nurture Navigator (4000+ points)
   for long-term caregivers contributing insight and mentorship

   >> Guiding Guardian (4999+ points)
   Champions transformative change with foresight and integrity
   
   

7. What can I redeem with my points?
   Go to our Rewards page [insert link] for more information.
   
   
8. Will my points expire?
   Yes, points are valid for one year from the date points are earned. System will automatically reset points that are not used within the validity period and it will not be extended.
   
   
9. Can I transfer my points to my loved ones?
   No, points are non-transferrable.
   
   
10. How is my personal information used?
    We respect your privacy. Any information shared is kept confidential and used only to improve your membership experience. See our Privacy Policy.
    
    
11. Who can I contact for membership support?
    You can reach our support team at [insert email address]
    
    
12. How do I reset my password?
    Go to the Login page, click Forget Password. A link to reset your password will be sent to your registered email. If you did not receive, please check your Spam/Junk mail. 

FAQ - Marketplace

1. What is Carers Hub Marketplace?
   Carers Hub Marketplace is a platform where users can find new or blessed items that is related to caregiver and/or care recipient needs. 
   
   
2. Who can list their items?
   Users who wish to list their items must sign up for a Carers Hub account, before you can list your items on the Marketplace.
   
   
3. Can I use the Marketplace without signing up for an account?
   Yes, you may only browse the items. To list an item or to 'chope' (reserve) the item, you may sign up for a free Carers Hub account here.
   
   
4. How do I create a listing?
   Log in to your Carers Hub account -> Go to Marketplace -> click Create New Listing -> upload images, description, condition of items, as accurate as possible.
   
   
5. What types of items can be listed?
   Examples include:
   . Consumables (eg: adult diapers, milk feeds, milk thickeners, wound dressings) 
   . Pressure Relief Cushions
   . Pressure Relief Mattresses
   . Basic Wheelchairs/Pushchairs
   . Walking aids
   . Commodes and shower chairs
   . Geriatric chairs
   . Walking Aids
   . Hospital Beds
   . Furnitures (eg: table, chair)
   . Household Appliances (eg: kettle, oven, steamer)
   . Electronics (eg: cctv)
   
   
6. Are there prohibited item listings?
   Yes, items that are damaged, unsafe, misleading claims, or anything illegal are not allowed.
   
   
7. How do I contact the giver/receiver if I have queries or if I want to 'chope' (reserve) the item listed on Marketplace? 
   There is a secure DM (Direct Message) function within Marketplace page. User may click 'xxx' of the user that they would like to contact and the in-app chat function will be activated between the receiver and the giver. This DM function is unique to both users. 
   
   
8. Can I share personal details?
   For your safety, we encourage users to exercise caution when communicating online. Read more about our Community Guideline [insert link] and Privacy Policy.
   
   
9. How do reviews work?
   You may leave a review after successful transaction of the item. Giver will earn xx points upon receiving xx reviews on the Marketplace.
   
   
10. Can giver reply to reviews?
    No, giver can only receive reviews but is not able to reply to the reviews.
    
    
11. Can reviews be removed?
    Reviews may be removed if they violate Community Guidelines [insert link]. 
    
    
12. How is safety ensured on the platform?
    . SingPass verification 
    . Secure messaging function
    . Reporting tools for suspicious or abusive behavior
    . Service policies to ensure transparency and accountability 
    
    
13. What should I do if I encounter suspicious activity?
    Use the Report button on the listing or Contact Us [insert link]
    
    
14. Are there listing fees to list an item?
    No, listing an item is free.
    
    
15. What can I do if there is dispute with a giver/receiver? 
    Refer to our Terms of Use.
    
    
16. How do I contact support?
    You may reach out to us here, fill up the form and click submit. Alternatively, you may write in to [insert email contact]. We aim to respond within 5 to 10 working days.