If you’re new to Spark, this is a great place to start!
Explore our FAQs to find answers to the questions we get asked the most or broaden your search further by browsing our website.
Where to Find Us2
Where is Spark located?
Where does Spark provide services?
Throughout Southern Ontario and parts of Quebec including Ottawa, Kingston, Toronto, Belleville, Brockville and surrounding areas. Even if we don’t have an office in your area, get in touch and we’ll find you the care you need.
What exactly does Spark do?
We match you with the the most trusted, respected and committed healthcare providers in your community. We do this through a simple process that you’re in charge of:
- Listen to your story on what your quality of life is now, and what you want it to be.
- Choose your match from our network of over 10,000 healthcare providers.
- Build your dream team if you need more than one type of care.
- Streamline all the details through our custom network of cutting edge technology and dedicated Care Partners.
What goes into your matching process?
The Spark matching process means care that is tailored to you.
Before any commitments are made, you tell us your story. What you love. What you struggle with. Where your life is, and where you want to be. We listen. We really listen.
Next, we put together a shortlist of healthcare providers whose personalities, interests and backgrounds make them a great fit for you.
Then, we help you choose the care provider whose approach, personality, education and experience fits you best.
Once you’ve chosen your care provider, we put our heads together and create your personalized care plan. It draws from established best practices, but is specialized for your needs, goals, and interests. Your roadmap for a happier, healthier life.
All of this is done through one person – your Care Partner.
What is a Care Partner?
Care Partners wears many hats!
- Create and apply your care plan
- Manage all the details of your care
- Act as the main point of contact between you and your caregivers
- Advocate for you to any and all people involved in your care
Above all, a Care Partner always prioritizes your needs and well-being. Whether they’re providing monthly check-ins, monitoring funding, conducting intakes, holding meetings with other health professionals, interviewing new care providers, adjusting schedules, introducing clients to care providers, communicating with referral partners—or solving whatever problems come along the way. Not all heroes wear capes!
Before Care Begins9
Do I really get to choose my care provider?
You sure do! We’re the only organization that includes you in the care provider selection process. After thoroughly vetting and narrowing down a list of great candidates we sit down with you to make the final decision together.
How do I know which service will best match my needs?
That’s what we’re here for! Before you make any decisions, we’ll meet with you for a free consultation with a Care Partner and get to know who you are and what you need. We then recommend a care plan that is tailor-made for you. It may focus on a particular service or incorporate multiple ones. It all depends on what you need. If we don’t feel that we have the right services for you, we will refer you to someone who does.
Who do I speak with once services have started?
Your Care Partner. They’re always available to discuss scheduling changes, ensure care plan goals are being met or communicate on your behalf with the other people and organizations involved in your care.
Do you have care providers who speak languages other than English?
We’re proud to have a diverse community of care providers who speak a variety of languages, including Cantonese, Farsi, French, German, Hindi, Italian, Mandarin, Portugese, Spanish, Russian and more.
Do you work with both children and adults?
We work with people of all ages!
How soon will services start?
While the intake process typically takes two to three weeks, we’ve matched some clients within 24 hours of referral. For comparison, most agencies put you on a waitlist with no idea of when your care will begin. We understand that waiting isn’t always an option. If you need care immediately and we haven’t found a match for you yet, one of our experienced Community Managers will provide it in the meantime. We don’t believe in waitlists!
Can my caregiver drive me to my appointments?
Definitely. If you need transportation we will match you with a care provider who has a vehicle and is fully insured to transport you in plan-approved situations.
Does Spark have insurance?
We have three layers of protection for our clients to make sure every minute of care is covered:
- Commercial Liability Insurance: in the event of injury or accident, this covers the time of rendered services.
- Caregiver & Client Transportation Insurance: in the event of a motor vehicle accident, this covers both client and caregiver.
- Additional care provider coverage for their own liability and transportation.
What kind of professionals does Spark work with?
Spark works with all kinds of medical and community professionals, including (but certainly not limited to):
- Occupational Therapists
- Case Managers
- Doctors & Nurses
- Assisted Living Community staff
After Care Has Started3
What if I have to cancel a visit?
We ask that you give us at least 24 hours notice to give our care providers enough time to adjust their schedules.
If cancellations happen within 24 hours, we have to bill for the time because our care providers need to be paid for their time. We want to provide them with as much stability as we provide you.
What if my new care provider isn’t a great fit?
It rarely happens, but if it does, we will work tirelessly to re-match you as quickly as possible with someone who is.
Does Spark have an app?
No, but we’ve streamlined a set of leading-edge applications that collectively make virtually all of our invoicing, documentation, scheduling, contracts and waivers paperless.
Our community loves using them for three simple reasons: it’s faster, easier and cheaper than the normal way of doing healthcare administration.
We know that digital tech will become an integral part of the care process in the near future and we’re determined to stay ahead of the curve.
Cost, Billing, and all things “Money”8
How much does care cost?
What if I can’t afford services?
Our goal is for everyone to receive the support they need. That’s why we created the Spark Subsidy program. It allows us to provide services at cost (meaning we don’t make a profit) for people who can’t afford the standard rates. Cost should never be a barrier to care.
Why is your regular rate higher than the Spark Subsidy rate?
If we offered the Spark Subsidy rate to everyone, we would quickly go out of business! We do a lot of behind-the-scenes work to give you the best service possible and to build a community of the most passionate, trusted and committed care providers.
Do I pay my care provider directly?
We make the payment process as simple and transparent as possible. With that said, your care provider can’t accept payment directly from clients.
Every month we’ll email you an invoice that allows you to use any of the payment methods we offer. It also has a link that lets you access all your previous invoices at any time.
Can you bill my insurance company?
Absolutely. We are a Licensed Service Provider with the Financial Services Commission of Ontario which means we can invoice your services and offer direct billing straight to your insurance company. It spares you a lot of paperwork, and many headaches!
Can I hire my care provider privately?
A significant part of the service we provide happens before you even meet your care provider. Research, background checks, interviews, consultations, care plans and onboarding – to name just a few. We also equip our care providers with things like liability and accident insurance, training and education resources, health benefits, co-working space and administrative resources.
We do all that work so they can focus on you, and you can focus on the things that are most important.
What methods of payment do you accept?
Paying for services should be hassle-free, which is why we accept almost every form of payment there is, including major credit cards, debit, cash, cheque and e-transfer.
Why do you charge HST?
Simply, because we have to. We’ve tried in the past to save our clients from HST charges, but CRA requires it on our invoices.
Didn’t find what you were looking for?
If you couldn’t find answers to all your questions, we have more ways for you to get them:
Live Chat with Amanda
Have a question? Need real-time assistance? Connect with Amanda, during business hours, for more info.
We’re here to help and happy to hear from you by email, call or text.
Already working with us? Don’t forget to stay up to date with the latest news, resources and educational platforms from the Spark U Hub.