How CARELIA works
Technology handles the logistics. People make the decisions.
Every CARELIA booking follows the same careful process, so you always know what happens next and who is responsible.
- 01
Request
You tell us what is needed
Complete the request form, call us or send a WhatsApp message. We ask about the person receiving care, where care is needed, the schedule and the kind of help required. You receive a reference number straight away.
- About five minutes to complete
- A written estimate while you fill in the form
- No payment needed to request
- 02
Confirmation
A coordinator calls you
Your coordinator confirms the details, answers questions and becomes your point of contact. Most families in Kigali hear from us the same day.
- One named coordinator for your family
- Reachable by phone and WhatsApp
- 03
Assessment
We assess the care needs
By phone or during a home or hospital visit, the coordinator assesses mobility, personal care, supervision, language and any risks. If some needs are clinical, such as wound care or injections, we tell you honestly and help you find a licensed provider.
- Structured assessment recorded in your file
- Clear line between caregiving and clinical care
- 04
Matching
We shortlist verified caregivers
CARELIA’s matching considers location, availability, skills, experience, reviews and reliability. Your coordinator reviews the results personally before anyone is proposed to you.
- Only verified, available caregivers are considered
- Profiles show experience, languages and reviews
- 05
Approval and deposit
You choose, then confirm
You approve the caregiver you prefer in your account or by telling your coordinator. A deposit covering the first week confirms the booking and can be paid with MTN MoMo, Airtel Money, card or bank transfer.
- You can decline and ask for other options
- Deposit is credited against your invoices
- 06
Care
Care begins and you stay informed
The caregiver checks in and out of every shift from their phone, writes care notes and reports anything unusual. You get a WhatsApp message when they arrive and when the shift ends.
- Attendance tracked on every shift
- Coordinator alerted if a caregiver has not arrived
- Incidents reported and followed up
- 07
Payment and feedback
Clear invoices, and your voice counts
Invoices list the hours, rate and any surcharges. When care ends, we ask how it went. Reviews help other families and help us support our caregivers.
- Invoices by WhatsApp and in your account
- Replacement arranged if the fit is not right
Behind the scenes
What your coordinator does for you.
- Reviews every new request
- Carries out the care assessment
- Checks matching results personally
- Introduces the caregiver
- Manages schedules and replacements
- Monitors attendance each day
- Handles incidents and concerns
- Answers your WhatsApp messages
Ready to arrange care?
Tell us what is needed and a coordinator will be in touch, usually the same day.