Program Details

Overview

Who can use this benefit?

Backup care is available to eligible City of North Richland Hills employees. During the onboarding process, you will need to provide your employer-specific code to verify your eligibility. Please reach out to your HR or Benefits team if you need assistance finding your employer-specific code.

What’s included in this benefit?

Offering

Our backup care program provides flexible, reliable solutions to help employees manage unexpected family care needs. This program offers:

Personalized Backup Care Navigation

• Expert-Led Support: Employees can connect directly with our Backup Care Specialists, who guide them through setting up their backup care circle, booking care, and securing the most appropriate support for their specific needs.
• Self-Service Options: For employees who prefer a more hands-on approach, our self-service platform offers a seamless, user-friendly experience. Employees can easily find and book backup care with providers from Wellthy’s Care Network or through their own Family and Friends network.

Creating a Backup Care Circle

• The program enables employees to build a trusted "backup care circle" of preferred providers for their children, elderly family members, or other dependents.

Costs and Coverage

Provider Payment

Who can this benefit be used for?

Backup care can be used for children or adult loved ones.

Getting Started

Activate your Wellthy Account

1. Visit wellthy.com/member/nrhtx to activate your Wellthy account. You can sign up with your work or personal email address and create a password of your choice.
2. Verify your eligibility by providing your employer-specific code. Please reach out to your HR or Benefits team if you need assistance finding your employer-specific code.

Tips for signing up

If you think you’ll use this benefit at some point, register in advance to save time when you actually need care. Get ahead of emergencies and proactively:

• Search Wellthy’s Care Network for providers in your area, or
• Ask a Backup Care Specialist to search for you, or
• Add your personal network in the backup care circle to have on speed dial

How do I get in touch with Wellthy?

The Wellthy team is ready to support you!

• Our digital platform is available 24 hours, 7 days/week
• For Backup Care requests, Backup Care Specialists are available Monday-Friday from 5am-1am ET and Saturday & Sunday from 5pm-1am ET via messaging on our platform or via phone (518) 243-8025
• For technical support, our Member Support team is available Monday-Friday 8am-10pm ET via phone (877) 588-3917 or via email (support@wellthy.com)

Dependent Verification

Why do I need to submit dependent eligibility information?

What do I need to submit to verify my dependent status, and how?

Can I book care without dependent verification?

Wellthy Care Network and Providers

What kinds of providers will I find in Wellthy’s Care Network?

• In-Center Care: Safe and vetted childcare centers
• Community-Based Programs: Trusted programs located in your neighborhood
• In-Home Providers: Professional caregivers who come to your home

Will I have options, or will I have to use a certain provider?

You will never be required to use a particular provider for Backup Care. Wellthy has created a Care Network of different types of vetted options for you to choose from and our Backup Care Specialists are here to help you find the best-fit provider with availability. You can also use your family, friends, or even neighbors (who are not your regular caregivers) for Backup Care. Please note that proof of payment and documentation that care took place will be required in order to receive coverage.

How do I know that the providers in Wellthy’s Care Network are high-quality, safe, and reliable?

Wellthy’s Care Network of backup care options are vetted providers that go through a rigorous screening process.

• In-Center Care: Wellthy verifies state and federal licensing, considers online reviews across multiple platforms and calls providers to confirm best fit.
• Community-Based Programs: Similar to the above, Wellthy assesses online reviews, contacts providers to ensure good fit, and checks licensing where applicable.
• In-Home Providers: Thorough review of past experience and comprehensive background checks (criminal, sex offender, SSN trace, global watchlist).

Please note: Wellthy does not directly employ or oversee any provider in the Care Network or within an individual’s personal network. Wellthy does not take responsibility for the final selection, whether they are sourced by Wellthy, the family, or through other means.

If employees use a caregiver or center from their personal network, they are fully responsible for all vetting and verifying.

Costs and Payments

How much is Backup Care?

Through City of North Richland Hill's backup care program, employees have access to a network of vetted providers to help manage unexpected family care needs at no cost. See below for information related to the cost of providers and backup care services.

What am I responsible for?

All backup care services arranged are employee-paid, allowing employees to select and customize care that aligns with their preferences and budget. This flexibility empowers employees to choose from trusted providers and access quality care when and where they need it.

How does the care get paid for?

Can I schedule Backup Care on my own and get reimbursed?

How long will it take to get my reimbursement?

How long do I have to submit for reimbursement?

Backup Care Allowance

What if I use up all of my Backup Care days for the year and I need more?

Once you’ve used your allotted Backup Care days for the year, you can continue to use Wellthy’s Care Network to search for and book care on your own. While you will be responsible for covering the total cost of care out-of-pocket, Wellthy’s Backup Care Specialists will remain available to support you with finding and coordinating care.

If I have Backup Care days left over at the end of the year, can I roll them over to the next year?

No, you cannot roll over any unused days. You can only use the number of Backup Care your employer provides.

What if my spouse/partner and I work for the same company?

You and your partner are both eligible for your individual allowance. Each employee would need to set up their profile within the Wellthy platform.

How can I use my days across multiple loved ones?

Employee with one eligible dependent and one aging adult

• Care for their dependent child = one backup care day
• Care for their aging loved one = one backup care day
• Care for their dependent child and aging loved one on same day with the same provider = one backup care day
• Care for the dependent child and aging loved one on the same day with different providers (eg. daycare and in-home aide) = two backup care days

Employee has two eligible dependent children

• In-home care for two children with one caregiver = one backup care day (in-home providers charge by the hour, not per child)
• In-center care at the same care facility for both children = two backup care days (care facilities charges per child)
• In-center care for two children at two different centers = two backup care days
• Care only for one child = counted as one backup care day

Cancellation Policy

Note: Cancellation policies vary per provider. Wellthy will provide clear expectations around each of the providers cancellation policies when booking care so you know in advance.

If you need to cancel care more than 24 hours before the scheduled care start time

As long as the cancellation occurs within the provider’s cancellation policy, you can ask your Backup Care Specialist to cancel or contact the provider directly to cancel.

• You will not be charged a Backup Care day use.
• You will be refunded for your copay if already charged.
• In some cases, providers may request payment in advance of care to hold the spot. Wellthy will provide clear expectations around each of the providers cancellation policies when booking care so you know in advance.
• Backup Care Specialists will request a refund from the provider; however it is not guaranteed.

If you need to cancel care less than 24 hours before the scheduled care start time

You can ask your Backup Care Specialist to cancel or contact the provider directly to cancel.

• You will be charged a Backup Care day use.
• You will be charged your copay and you will not be eligible to receive a refund.
• In some cases, providers may request payment in advance of care to hold the spot. Wellthy will provide clear expectations around each of the providers cancellation policies when booking care so you know in advance.

What if the provider cancels my confirmed reservation?

Your Backup Care Specialist will make every effort to secure care for you promptly. In these situations, we encourage you to leverage your own personal network for added support.

If care was not secured after the cancellation:

• You will not be charged a Backup Care day use.
• You will not be charged your copay.
• All payments will be refunded back according to the type of payment made.

FAQs

Can Wellthy’s Backup Care Specialists find and schedule backup care for me?

Yes! Backup Care Specialists are here to help you find and secure care when you need care. They can also proactively help you build a list of potential options for when the time comes — this is called building your Backup Care Circle. Backup Care Specialists are available Monday - Friday from 5am to 1am ET and Saturdays and Sundays from 5pm to 1am ET.

What’s a Backup Care Circle?

A Backup Care Circle is like a ‘speed dial’ of your family, friends, preferred and vetted providers. It’s a great planning tool you can turn to when you have to schedule an urgent or planned backup care need.

How do I build a Backup Care Circle?

On your dashboard, click “Build your Backup Care Circle”. There you will be given options to add your own providers (family, friend, neighbor, babysitter, etc) or choose from the Wellthy’s Care Network.

What happens if I don’t have a Backup Care Circle when I need to schedule care?

You can either explore Wellthy’s Care Network by clicking, “Find Providers” button and schedule care on your own or enlist the help of a Backup Care Specialist by clicking the “Schedule Care” button, answer a few questions and schedule care on your own or connect with a Backup Care Specialist and they will help you find safe and reliable providers in your area.

Can I provide feedback about my care experience using Wellthy’s Backup Care?

Once the care event is completed, connect with your Backup Care Specialist for any immediate feedback you would like to share. You will also receive a Wellthy survey by email.

Is backup care only for when I am at work?

Yes, backup care helps you cover unexpected gaps in your regular care, allowing you to come to work without needing to use your sick leave or vacation time.

Can I utilize backup care for my loved one who has different abilities (eg. neurodivergent, physical limitations, etc)?

Yes, Wellthy can help locate appropriate options for your loved one with diverse needs.

If my child is sick, can I use Backup Care?

Yes, you can use backup care when your child is sick, but there are a few things to keep in mind:

• Most group care settings, like daycare centers, programs, camps, and clinics, won’t accept children who are minorly ill or have an injury (eg. fever above 100°F, a mild cold, cough, sniffles, or a minor injury)
• In-Home care can be a great option as long as the caregiver understands your child is mildly ill and is comfortable with their condition.

In these moments, family, friends, and neighbors in your personal network are also great options. We encourage families to tap into your personal network and proactively build their Backup Care Circle when possible. Don’t forget, Backup Care Specialists are here to help you build a reliable backup care plan for your family!