Program Details
Overview
Who can use this benefit?
Backup care is available to eligible Xylem colleagues. During the onboarding process, you will need to verify your eligibility by providing your Xylem specific eligibility code. Please reach out to your Benefits team if you need assistance finding the eligibility code.
What’s included in this benefit?
Offering
Eligible employees are able to use up to 10 backup care days annually for work related travel only.
- The number of days is per employee, per year—meaning you have 10 backup care days to use whether you are caring for a child, an aging loved one, or pet, or all.
- These days can be used for either a full or partial day of care
- Unused backup care days do not roll over to the next year
Costs and Coverage
Xylem will cover the cost of backup care for work related travel only and covers the cost of a backup care day up to $150 per day for any providers within Wellthy’s Care Network, providers in your personal network (Family, Friends and Neighbors Network), and for Petcare through Rover. You are responsible for any costs that go beyond the subsidized amount the Xylem provides.
To receive a reimbursement, you are required to provide documentation to Wellthy to validate your work travel. Documentation that can be provided to Wellthy includes your travel itinerary from the American Express Global System or for last minute travel, employees can submit a credit card statement and an email from their supervisor confirming their work travel.
Provider Payment
In order to request a reimbursement after you’ve paid a provider, you will be required to submit proof of payment which includes: who provided the care, the date when care was provided, and the amount paid. Examples of acceptable proof include:
- A receipt provided by a care program
- A screenshot of digital payment (e.g., PayPal, Zelle, or Venmo)
- A photo of a check written out to the care provider
Who can this benefit be used for?
Backup care can be used for your children, adult loved ones, or pets.
Getting Started
Activate your Wellthy Account
- Visit wellthy.com/member/xylemcares to activate your Wellthy account. You can sign up with your work or personal email address and create a password of your choice.
- Verify your eligibility for Wellthy by providing your Xylem specific eligibility code. Please reach out to your Benefits team if you need assistance finding the eligibility code.
Tips for signing up
- Have your Xylem specific eligibility code on hand.
- 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 system 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?
Xylem will cover the cost of backup care for work related travel only and covers the cost of a backup care day up to $150 per day for any providers within Wellthy’s Care Network, providers in your personal network (Family, Friends and Neighbors Network), and for Petcare through Rover. You are responsible for any costs that go beyond the subsidized amount the Xylem provides.
To receive a reimbursement, you are required to provide documentation to Wellthy to validate your work travel. Documentation that can be provided to Wellthy includes your travel itinerary from the American Express Global System or for last minute travel, employees can submit a credit card statement and an email from their supervisor confirming their work travel.
What am I responsible for?
You are responsible for any costs that go beyond the subsidized amount the Xylem provides.
To receive a reimbursement, you are required to provide documentation to Wellthy to validate your work travel. Documentation that can be provided to Wellthy includes your travel itinerary from the American Express Global System or for last minute travel, employees can submit a credit card statement and an email from their supervisor confirming their work travel.
If you would like to use funds from a Dependent FSA account, you can pay for any care costs out-of-pocket, then submit for a reimbursement with Wellthy and submit a claim with your Dependent FSA provider.
How does the care get paid for?
You will pay the provider directly, request a reimbursement to Wellthy, and submit appropriate evidence to receive the reimbursement.
Here are a few examples of the various scenarios:
- Wellthy reserves an in-home provider for 9 hours, $25/hour
- Wellthy will pay the provider $225 for the full day
- You will be charged for the $75 overage and 1 Backup Care day use
- Wellthy reserves care at a community childcare center for the full day at $250/day
- Wellthy will pay for community childcare center $250 for the full day
- You will be charged for the $100 overage and 1 Backup Care day use
- Wellthy books 3 days of adult in-home care for $300/day
- Wellthy will pay provider $900 total
- You will be charged for the $450 overage and 3 Backup Care days
- I secure my neighbor for 8 hours, $20/hour
- You pay your neighbor $100, save proof of payment for reimbursement
- You will be charged for $10 overage and 1 Backup Care day use
- You will submit proof of payment and complete a reimbursement form for approval which includes: who provided the care, the date when care was provided, and the amount paid. Examples of acceptable proof include:
- A receipt provided by a care program
- A screenshot of digital payment (e.g., PayPal, Zelle, or Venmo)
- A photo of a check written out to the care provider
Please note that in order to receive a reimbursement, you are required to provide documentation to Wellthy to validate your work travel. Documentation that can be provided to Wellthy includes your travel itinerary from the American Express Global System or for last minute travel, employees can submit a credit card statement and an email from their supervisor confirming their work travel.
Can I schedule Backup Care on my own and get reimbursed?
Yes, you can reserve the care on your own, pay the provider, collect a receipt for the payment, and request a reimbursement on the Wellthy platform by completing a reimbursement form which includes: who provided the care, the date when care was provided, and the amount paid. Examples of acceptable proof include:
- A receipt provided by a care program
- A screenshot of digital payment (e.g., PayPal, Zelle, or Venmo)
- A photo of a check written out to the care provider
Please note that in order to receive a reimbursement, you are required to provide documentation to Wellthy to validate your work travel. Documentation that can be provided to Wellthy includes your travel itinerary from the American Express Global System or for last minute travel, employees can submit a credit card statement and an email from their supervisor confirming their work travel.
How long will it take to get my reimbursement?
Once the appropriate documentation is submitted, a Backup Care Specialist will review within 1 business day, and the funds will be reimbursed within 5-7 business days.
How long do I have to submit for reimbursement?
You have 30 days from the date you received backup care to claim and submit your reimbursement request. Please make sure to allow enough time for your request to be reviewed, approved, and processed before the deadline.
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!