CareFairy Academy

What are we doing?

Our mission is to restore peace and order to every home we serve by providing trusted, caring, and dependable household support that reduces the mental burden of home life, and gives people more time for what matters most to them.

How are we doing it?

Authentic Care.

Care is our core value, our “North Star” that guides the decisions we make, and the foundation of our success as a company.

1. Care for our Crew.
2. Care for our Customers.
3. Care for our Community.
4. Care for our Craft.

You may notice that care for our Crew occupies position number 1. That’s because the well-being of our team is our first priority. We recognize that our team are the foundation of our success, and if we create happy team members, they will in turn create happy customers… and everybody wins.

CareFairy Training is structured around four fundamental questions that every team member should be able to answer: 

1. How do I treat people?
2. How do I conduct myself?
3. How do I perform my work?
4. How do I deliver the Care Fairy experience every single visit?

The answers can be found in the four CareFairy Promises:

1. I Build TRUST
2. I Act With INTEGRITY
3. I Deliver EXCELLENCE
4. I Am Exceptionally RELIABLE

Q: How do I treat people?

1. I Build Trust

Every customer interaction should leave the customer feeling more confident than when the interaction began.

First impressions
Create confidence from the moment you arrive.

The CareFairy role IS relationships, so it’s important to start off on the right foot. A customer’s first impression begins before you even enter the home. Arrive on time, park considerately, dress professionally, and greet the customer with a genuine smile. Introduce yourself confidently, make eye contact, and begin each visit in a calm, respectful manner. A positive first impression reassures the customer that they have welcomed the right person into their home.

Communication
Keep customers informed and building confidence.

Communicate clearly, politely, and proactively. Confirm the customer’s priorities at the beginning of each visit, ask questions when instructions are unclear, and provide a brief summary of the work completed before leaving. Good communication prevents misunderstandings and helps customers feel heard, valued, and confident in the service they receive.

Active listening
Understand what matters most to the customer.

Listening is more than hearing words—it is understanding the customer’s needs, concerns, and preferences. Give the customer your full attention, avoid interrupting, ask thoughtful follow-up questions, and confirm your understanding. Customers appreciate feeling listened to, and careful listening helps you provide service that truly meets their expectations.

Respecting routines and preferences
Care for the home the way the customer wants it cared for.

Every household is unique. Some customers are overwhelmed and will require you to take charge and manage the visit. Others will see you as a helping hand and will want you to follow their direction. Learn, check and update Jobber with the customer’s preferred routines, priorities, and ways of doing things. Respect their systems, handle belongings carefully, and avoid making changes without permission. Consistently honouring these preferences demonstrates respect and builds lasting trust.

Professional warmth
Be friendly, caring, and approachable while remaining professional.

Customers should feel welcomed and comfortable in your presence. Be courteous, positive, and genuinely interested in helping, while maintaining appropriate professional boundaries. A warm personality combined with dependable professionalism helps create relationships that customers value and look forward to.

Handling concerns or complaints
Respond with empathy, professionalism, and a commitment to make things right.

Occasionally, concerns or misunderstandings will arise. Listen without becoming defensive, thank the customer for bringing the issue to your attention, acknowledge their concern, and work toward a solution promptly. Every concern is an opportunity to strengthen trust by demonstrating accountability, respect, and a sincere desire to exceed expectations. If the issue is something you are unsure about or uncomfortable with, let the customer know you will check in with a Manager. We are here for you!

Q: How do I conduct myself?

2. I Act with Integrity

Professionalism is demonstrated not only by what we do, but by how we conduct ourselves while doing it. Every action should strengthen the customer’s confidence that they have entrusted their home to the right person.

Confidentiality
Protect the trust our customers place in us.

Home Support Specialists will become familiar with many aspects of a customer’s personal life. All information observed, heard, or shared within the home is strictly confidential. Never discuss a customer’s family, lifestyle, possessions, finances, health, schedule, or home with anyone outside the company. Confidentiality is a fundamental part of earning and maintaining trust.

Privacy
Respect personal space and personal boundaries.

Every customer has the right to privacy in their own home. Only enter rooms or access belongings necessary to complete assigned tasks. Never open drawers, cabinets, or personal containers unless specifically requested. Respect closed doors, private conversations, and personal documents. Treat every home as if it were your own.

Punctuality
Being dependable by respecting the customer’s time.

Customers organize their day around scheduled visits. Arrive on time and ready to work. If unforeseen circumstances cause a delay, notify the customer and the office as soon as possible. Consistent punctuality demonstrates professionalism and builds confidence in our service.

Appearance and uniform
Present a professional image that reflects the CareFairy brand.

CareFairy is a premium home service. Maintain a clean, neat, and professional appearance at all times. Wear the approved CareFairy uniform, appropriate footwear, and personal protective equipment when required. Good personal hygiene and a professional appearance reassure customers that they are welcoming a trustworthy professional into their home.

Ethics
Do the right thing, even when no one is watching.

Integrity is the foundation of our business. Be honest, transparent, and accountable in every situation. Never misuse customer property, accept inappropriate gifts, or misrepresent work completed. If a mistake is made, report it promptly and honestly so it can be resolved professionally.

Safety
Protect yourself, the customer, and the home.

Follow safe work practices at all times. Use equipment and cleaning products according to instructions, lift properly, report hazards immediately, and avoid unnecessary risks. If a task appears unsafe or outside your training, stop and seek guidance. Safety is everyone’s responsibility.

Reliability
Be someone customers and teammates can count on.

Reliability means consistently delivering on commitments. Complete assigned tasks thoroughly, follow company procedures, communicate proactively, and honour your schedule. Customers develop peace of mind when they know they can depend on the same high standard of service every visit.

Respect for the customer’s home and belongings
Treat every home with care and consideration.

Remember that you are a guest in someone’s personal space. Handle all belongings carefully, protect furniture and surfaces while working, clean up after yourself, and leave the home in better condition than you found it. Show the same care and respect you would expect someone to show in your own home.

Q: How do I perform my work?

3. I Deliver Excellence

Excellence is not achieved by working harder—it is achieved by working thoughtfully, consistently, and with genuine care. Every task should contribute to restoring peace, order, and confidence in the customer’s home.

Cleaning systems
Working methodically to achieve consistent, high-quality results.

Rather than cleaning randomly, follow our proven system on the Jobber app. Standardized cleaning procedures ensure every room is completed efficiently, thoroughly, and to the CareFairy standard, regardless of who performs the work. Following established systems improves quality, reduces missed tasks, and creates a consistent customer experience every visit.

Organization
Creating order that makes everyday life easier.

Organization is about more than putting things away—it’s about creating functional, clutter-free spaces that help customers enjoy their homes. Whenever appropriate, organize thoughtfully, maintain existing household systems, and leave each area more orderly than you found it. Always respect the customer’s preferences and avoid making significant changes without permission.

Efficiency
Working with purpose while maintaining quality.

Efficiency means accomplishing the greatest value within the scheduled visit without rushing. Plan your work, follow established systems, minimize unnecessary movement, and complete tasks in a logical sequence. The goal is to maximize productivity while ensuring every task meets CareFairy’s standards of excellence.

Attention to detail
Noticing the small things that make a big difference.

Exceptional service is found in the details. Look beyond the obvious to notice fingerprints on light switches, dust in corners, smudges on mirrors, or clutter that can be neatly arranged. These thoughtful finishing touches create a home that feels truly refreshed and demonstrate the pride we take in our work.

Time management
Using every minute wisely to deliver maximum value.

Each visit should be planned with the customer’s priorities in mind. Allocate time appropriately, stay focused on assigned tasks, and adjust when necessary without sacrificing quality. Good time management ensures important work is completed, expectations are met, and every visit provides outstanding value to the customer.

Initiative
Looking beyond the checklist to add thoughtful value.

Outstanding Home Support Specialists don’t simply complete assigned tasks—they notice opportunities to make a customer’s day a little easier. Whether it’s straightening shoes by the door, neatly folding a blanket, replacing an empty garbage liner, or organizing a cluttered countertop, these small acts of initiative create moments of delight and reinforce CareFairy’s commitment to exceptional service. Initiative should always respect the customer’s preferences and never involve making significant changes without permission.

Q: How do I deliver the Care Fairy experience every single visit?

4. I am Exceptionally Reliable

Excellence is not an occasional achievement—it is the standard we deliver every visit, for every customer, every time.

Following systems
Trust the process to deliver consistent results.

Our systems have been developed through experience and are designed to ensure every customer receives the same high standard of service. Follow established procedures, work in the recommended sequence, and resist the temptation to create shortcuts that may compromise quality. Consistency builds customer confidence and allows CareFairy to deliver a dependable experience every visit.

Using checklists
Nothing important should be left to memory.

Checklists help ensure every task is completed thoroughly and consistently. They provide structure, improve efficiency, and reduce the risk of overlooking important details. Use your checklist throughout each visit as a tool for maintaining quality—not simply as a list to complete.

Quality control
Deliver work that reflects the CareFairy standard.

Before considering a task complete, ask yourself whether it meets the standard you would proudly present to the customer. Quality control means verifying that work has been completed thoroughly, neatly, and consistently. Our goal is not simply to finish the job, but to finish it exceptionally well.

Self-inspection
Be your own quality inspector.

Before leaving each home, take a few minutes to review your work through the customer’s eyes. Walk through each completed area, check for missed details, ensure everything is tidy and organized, and ask yourself, “Would I be delighted to come home to this?” Self-inspection helps catch small issues before they become customer concerns.

Continuous improvement
Always look for ways to become better.

Excellence is a journey, not a destination. Be open to feedback from customers, teammates, and supervisors. Learn from every experience, refine your skills, and look for opportunities to improve efficiency, quality, and customer service. Small improvements made consistently lead to exceptional long-term results.

Living the Care Fairy brand promise
Restore peace and order in everything you do.

Every action should reflect CareFairy’s promise to restore peace and order to the homes we serve. Whether you’re communicating with a customer, organizing a pantry, folding laundry, or resolving a concern, ask yourself: “Will this leave the customer feeling more peaceful, more organized, and more cared for?” When every decision is guided by our brand promise, customers experience the difference that makes CareFairy unique.

Customers don’t remember every task you completed. They remember how you made them FEEL. By consistently delivering on the four CareFairy Promises, you earn the trust that turns first-time customers into lifelong relationships.

The duties of a CareFairy include:

• Tidying
• Organizing
• Decluttering
• Cleaning
• Laundry
• Ironing
• Dish washing
• Linen change and bed-making
• General chores
• Seasonal help
• Meal preparation
• Pre and post-move packing/unpacking
• Transportation to/from appointments
• Company/companionship
• Shopping
• Errands

We are unable to help with:

• Electrical, plumbing or any general trade work.
• Lawn or garden maintenance.
• Any work requiring the use of a ladder.
• Painting.
• Full meal cooking (although we are happy to help with preparation!).
• Child care.
• Carpet cleaning.
• Medical care or treatment.
• Bathing

We try hard to maintain the highest level of care, courtesy, and professionalism as we work. Our customers trust us in their homes, and we are guests in their most private and personal space. It is important that we honour that trust by conducting ourselves respectfully.

Attire

Attend each customer home in appropriate work attire. This includes a CareFairy shirt, CareFairy apron, clean mid-length or long shorts (no daisy dukes), pants or leggings (no rips or holes), and closed-toe/closed heel footwear.

Job-site Conversation

Never, under any circumstances, comment on the condition of the home, unless it is a COMPLIMENT! Many homes are monitored and conversations or comments can be recorded.

Phone Use

It is imperative that a phone with a data plan be brought with you to work every day:

• To enable you to access GPS directions to a customer’s home.
• To record your visit times.
• To view job details.
• To complete and send checklists and journals.
• For your safety while in the field.

Please do not take or make personal calls, unless they are of an urgent nature and keep them to 1-2 minutes if absolutely necessary. If it is a genuine emergency, do what you have to do, and be sure to advise your customer and a manager what is happening.

Smoking

Smoking is prohibited on or near customer property, including vapes and dab pens. If you must smoke between visits or on a break, it is expected that you are mindful of the odour you may be trailing into our customers home. Many customers find this distasteful, and specifically request that we do not send smokers into their home. Marijuana and associated products must not be consumed on or before your shift.

Non-ZOOM! Personnel

Due to the limitations of our insurance and WCB regulations, only employees on the CareFairy payroll are permitted to accompany you on a job site. Friends, family members and acquaintances are prohibited.

Visit Times

We need you to report how much time you spent in our customers home, so we know how much to invoice them. This is vitally important, and your consistency and accuracy is key! Once you complete a visit in a customer’s home, record your start and finish times in the CareFairy Whatsapp Group (for example, 9:30-12:30).

Availability

Scheduling is by far the most tedious, complex and time-consuming management function that we have as a company. We are happy to offer a very flexible work schedule for you, to enable you to plan your work schedule around your life. In order for this to work in the context of providing regular, reliable service to our customers, consistency in your availability is key. Consistency is more important than the amount of availability you have.

For this reason, we ask that you commit to a consistent availability that works for you. This means that you will get the schedule that you need to make your life work, and in turn we will be able to count on you to reliably service our customers.

Once you have submitted your availability, we commit to do our best to provide you with the amount of work you require. You will always have the flexibility to change your availability (if, for example, you have a significant life change) and for that change to become your “new” consistent availability. In other words, you are not “locked in” to your schedule indefinitely.

In order for a flexible schedule to work with the number of team members we have, it is imperative that you:

• keep to the consistent availability you advised us of when you started with us.
• notify us as early as possible of any changes to your availability.

Every unexpected schedule change has a domino effect that negatively impacts your co-workers, your managers, and our customers… it goes far beyond just you missing a day’s work. It’s important to minimize this disruption and all costs.

Time Off

All CareFairies are entitled to the following:

• Vacation – 2 weeks per year (4 weeks notice required) after 12 months
• Sick Days – 5 per year (1 day notice when possible)
• Personal Days – 3 per year (3 days notice required)
• Emergency Days – provision will be made for a genuine medical/family emergency
• Professional Development (Pro-D) Days and Parent/Teacher Meetings do not count towards these entitlements.

We request that all scheduling change and time-off requests be made to our Home Experience Coordinator (Ali) with 4 weeks notice.

Be a Team Player

We are committed to your success here, both as an individual, and as part of our team. The level at which you engage with your fellow CareFairies here will determine how much you feel you are a part of something.

Don’t Steal Stuff

• Refrain from either directly or indirectly soliciting CareFairy customers for your own services.
• Refrain from accepting offers of work from CareFairy customers.
• Do not take anything from our customer’s home.

Follow Our Systems

The number one complaint that people have about home services is inconsistent service… either from person to person, or from visit to visit. Our systems, while not perfect, are actually intended to make your job easier while at the same time delivering the consistency that our customers are looking for. Following CareFairy systems will:

• Keep you safe while on the job site.
• Ensure we deliver a consistent service to our customers.
• Eliminate any guess-work you might have to make.

Promotional Consent

Our greatest asset as a company is not our equipment, our techniques, or our systems. It’s YOU. As such, we like to brag a little. As part of your employment here we require your consent to occasionally publish your image – or an AI representation of your image – in our marketing efforts. This may include the following:

• Your profile photograph on the CareFairy website.
• Photographs of team functions such as birthday, graduation and promotion celebrations.
• Your image on a brochure or flyer.
• Promotional posts on social media.

Use of your image will be communicated in advance. We do respect non-participation requests under certain circumstances.

You are about to enter your 3-month Probationary Period with us. You will be provided online training, and then scheduled for training in the field by a qualified CareFairy Trainer, who will monitor and evaluate your progress throughout the training process. Your Trainer’s job is to help you succeed! They have been exactly where you are right now, they know exactly how you feel, and they know the questions that you will have. They are there for you! Don’t be afraid to take advantage of their help, and ask questions. Questions are a sign of a good learner!

Requirements

Something that we really value as a company is providing our team members with clear goals, specific direction and honest feedback. This helps everyone on our team know exactly where they stand in relation to where they are going. Here’s what we expect of you in the coming weeks as you begin your journey with us:

• Demonstrate a Good Work Ethic. This is your time to shine, to prove to us that you have what it takes to be a part of this team of amazing ladies! Be on time and take some initiative… if you complete a task, don’t stand around… ask what you can do to help.

• Be a Good Learner. Remain open to new ideas and different ways of doing things. It’s OK to question and voice your opinion. Listen well and ask, ask, ask!

• You will receive an e-mail invitation to the TalentCards app. Please follow the link and download the app to your phone.
• Once you have logged in, access the CareFairy Academy course.
• Review the material in the course, and complete the multiple-choice questionnaire.
• A score of 90% or higher is required to pass.
• The questionnaire can be completed multiple times should you fail on your first attempt.

DAY 1 – Ghost Shift

You will visit the home of one of our customers with a Trainer. Your job on this visit is to simply observe; invisible and silent, like a ghost. By all means, you are free to interact with your Trainer and the customer if requested.

DAY 2 – Shadow Shift

You will visit the home of one of our customers with a Trainer. Your job is to engage with the customer and help the trainer, following their lead and direction, like a shadow.

Day 3 – Supervised Shift

You will visit the home of one of our customers with a Trainer. You will take the lead and conduct the service, while trainer observes, helps, and takes notes if necessary.

Day 4 – Assessment Meeting

You will meet with a Manager and/or your Trainer.

• Notes or observations regarding your performance on the three training shifts will be reviewed.
• Your performance will be assessed any recommendations made.
• You will have an opportunity to share any concerns or questions you have about the training or the CareFairy role.

Day 5 – Evaluation Shift

You will visit the home of one of our customers with a Trainer. You will conduct the service under the supervision of your Trainer, who will evaluate you for competent service delivery and provide final certification that you have “earned your wings”.

Exceptional delivery of the Four Promises is the goal:

• I Build Trust

• I Act With Integrity

• I Deliver Excellence

• I Am Exceptionally Reliable