Standard Operating Procedures

Trusted Companion Operations Manual

Your complete guide to being a Nattrly Trusted Companion — from onboarding through your first session and beyond.

1. Getting Started

Thank you for joining Nattrly as a Trusted Companion! You're becoming part of a community dedicated to meaningful connection with elderly adults.

Two ways to join:

New sign-up: Visit nattrly.com, tap "Get Started", sign in, and choose "Trusted Companion" as your role
Existing member: Go to My Profile, scroll to the bottom, and tap "Start Trusted Companion application"

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2. Onboarding Checklist

Complete each step to get approved and start accepting bookings:

Age & Date of Birth — You must be at least 21 years old to become a Trusted Companion. Provide your date of birth during registration
Profile Setup — Display name, photo, and a friendly bio that tells members about you
Interests — Select conversation topics you enjoy (sports, music, gardening, cooking, etc.)
Service Types — Choose whether you offer in-person visits, virtual calls, or both
Availability — Select which days of the week you're available
Document Upload — Upload a government-issued photo ID (driver's license or passport) and proof of US work authorization
Personal Protective Information (PPI) — Provide your Social Security Number and date of birth for identity verification and background check processing. This information is encrypted and stored securely
Background Check — We run a criminal background check via Checkr. This typically takes 1–3 business days. You'll receive an email when complete
Payment Setup — Connect your bank account via Stripe so you can receive earnings

Note: You cannot accept bookings until all steps are complete and your background check is approved. The status banner on your dashboard shows your current progress.

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3. Profile Best Practices

Trusted Companions with complete, warm profiles get booked 3x more often. Here's how to stand out:

Photo Tips

Use a clear, well-lit headshot with a friendly smile
Avoid sunglasses, hats, or group photos
A plain or simple background works best

Writing Your Bio

Write in first person ("I love..." not "John loves...")
Mention 2–3 specific interests or hobbies
Share what motivates you to be a Trusted Companion
Keep it warm and approachable — members are often nervous about their first booking
Aim for 2–4 sentences

Interests

Select as many interests as genuinely apply. The more interests you share with a member, the higher you appear in their search results. Only select topics you can actually discuss — authenticity matters.

4. Accepting & Declining Bookings

When a member books you, you'll receive an email notification
Log in to your Trusted Companion dashboard to see the booking details
Tap "Accept" to confirm — the member is notified and the session is locked in
Tap "Decline" if you can't make it — the member's card hold is released

Important: Bookings not responded to within 48 hours are automatically cancelled. Respond promptly to maintain a good standing.

Weekly Schedule Editor: You can set your available days and hours from the Availability section of your Trusted Companion dashboard. Keep this updated so members only see times that work for you.

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5. Session Conduct

Your role is to provide warm, friendly companionship. Here's what's expected:

Be punctual — arrive on time for in-person visits and be ready for virtual calls at the scheduled time
Be present — give the member your full attention. Put your phone away (except for the Nattrly app)
Be patient — many members are elderly and may need extra time or repeat themselves. That's okay!
Be respectful — honor the member's pace, preferences, and boundaries
Follow their lead — let the member guide the conversation. You're there for them
Check accessibility needs — review the member's profile for hearing aids, mobility aids, or other needs before the session
Stay for the full duration — unless the member asks to end early

6. In-Person Visit Procedures

Before the Visit

Review the member's profile — their bio, interests, and accessibility needs
Plan to arrive 5 minutes early
Dress neatly and appropriately

During the Visit

Greet the member warmly and introduce yourself
Settle into a comfortable conversation — use shared interests as icebreakers
Keep the Nattrly app open on your phone for session tracking and SOS
Do not leave the session location during the booking

Ending the Visit

Give a 10-minute heads up before the session ends
Wrap up the conversation naturally and say goodbye
Mark the session as complete in the app

7. Virtual Call Procedures

Setup

Use a computer or tablet with a webcam (phone works too)
Find a quiet, well-lit space with a clean background
Test your camera and microphone beforehand
Use a stable internet connection (Wi-Fi recommended)

During the Call

Click "Join Call" from your session card at the scheduled time
The call opens in your browser — no app download needed
Look at the camera when speaking (not the screen) for better eye contact
Speak clearly and at a moderate pace — some members may have hearing difficulties

Troubleshooting

If the member can't hear you, check your microphone permissions in the browser
If video is choppy, try turning off your camera briefly to stabilize audio
If the call disconnects, click "Join Call" again — it will reconnect you

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8. Safety Protocols

If You Feel Unsafe

Trust your instincts — you are never required to stay in an uncomfortable situation
Politely excuse yourself and leave the session
Call 911 if there is an immediate danger
Report the incident to [email protected] or (888) 925-5855

General Safety Rules

Never share personal information (home address, financial details) with members
Never accept cash payments or tips outside of Nattrly
Never provide medical, legal, or financial advice
Never administer medication or provide physical care
Do not transport members in your vehicle
Keep all communication on the Nattrly platform

Incident Reporting

Report any concerning behavior, safety incident, or policy violation immediately. All reports are confidential and investigated within 24 hours.

9. Earnings & Payouts

Pricing: In-person visits: $47/hour. Virtual calls: $37/hour.

Eligibility: Companions must be at least 21 years old and US work-authorized.

Stripe Connect — during onboarding you connect your bank account via Stripe
Automatic payouts — after a session is completed, your earnings are deposited to your bank account
Earnings dashboard — view your total earnings and current-month earnings on your Trusted Companion dashboard
Payout timing — typically arrives within 2–3 business days after session completion
Taxes — you are an independent contractor. Nattrly does not withhold taxes. You are responsible for reporting your earnings

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10. Account Standing

Your account status determines whether members can book you. Here's what each status means:

✓

Approved

Your profile is live. Members can find and book you.

●

Under Review

Your background check is processing. Usually 1–3 business days.

Suspended

Temporarily paused due to a policy concern. Contact support to resolve.

Deactivated

Account permanently deactivated. Contact support if you believe this is an error.

What Can Lead to Suspension

Repeated no-shows, failing to respond to bookings within the 48-hour window, or last-minute cancellations
Member safety complaints
Violating platform policies (see Do's and Don'ts)
Requesting payment outside of Nattrly