Privacy policy

Roost owns and runs home care agencies. This page says what we collect, on this website and inside the app our agencies run on, what we do with it, and what you can ask of us.

Last updated 2 September 2026.

Who this covers

Roost Holdings Inc. operates the agencies that carry the Roost name, and the software they run on. This page covers three groups of people: visitors to this website, the people our agencies care for and their families, and the caregivers and office staff our agencies employ.

When you receive care from a Roost agency, the service agreement you sign at admission governs your care record. When you work for one, your employment agreement governs your employment file. This page sits underneath both and describes the system they live in.

What is in the system today

The platform currently holds synthetic data only. No real client, family member or caregiver record exists in it yet. We say this plainly because it changes what applies: the health-privacy obligations described on the security page are built into the system and switch on with the first real record, not on a date. Until then, the only real personal information we hold is what visitors send us through the forms on this website.

This website

The forms under For families and For caregivers ask for your name, phone number, ZIP code, two short answers about your situation, and an email address if you choose to give one. We use them to call you back. Nothing else on the site asks you for anything.

This site sets no advertising or analytics cookies, loads no third-party scripts, and makes no connection to any other site. The one cookie we set is the session cookie for people who sign in to the app, and the browser is instructed to keep it out of reach of scripts.

If you choose a theme, a language or reduced motion, that choice is stored in your own browser and never sent to us.

The Roost app

Inside the app, an agency keeps the records the work requires:

For the person receiving care: contact details, the care plan, the coverage that pays for care, diagnoses the ordering physician supplies, allergies and medications, the visits that happened and what was done on them, and notes from the office and from family.
For family members: your name, how to reach you, your relationship to the person receiving care, and the requests and notes you send through the family view.
For caregivers: your application, credentials and training, your employment file and pay, your availability, and the times and places you clocked in and out. Clock-in on the phone app records your location at that moment, because the programs that pay for care require it. Clock-in by phone call records the number you called from instead, never your location.
For everyone with an account: sign-in history and every time a record of yours was opened, by whom.

What the information is used for

Arranging, delivering and supervising care, and matching a caregiver to a person.
Billing the program or the family that pays for care, and paying caregivers.
Meeting the rules that apply to a licensed home care agency: visit verification for state Medicaid programs, background checks, credential and training records, incident reporting.
Reaching you about your care or your work: reminders, schedule changes, notices.
Protecting the system: sign-in protection, access logging, abuse prevention.

We do not sell personal information, and we do not use it for advertising. Software in the app may draft a summary or suggest a match; a person reviews every one of those before it counts, and no software decides whose application is approved, who a family meets, or what is charged.

Access is by role. A caregiver sees the people on her own schedule. A family member sees the person they are in the care circle for. Office staff see their own agency and nothing of any other agency, which the database enforces on every query rather than the screen. Every time a record is opened, the opening is written to a log that cannot be edited.

Outside the agency, information goes to:

The Medicaid program, health plan or insurer that pays for care, to bill it.
The state's visit-verification system, where the program requires visits to be reported there.
The services we use to send email and text messages, run background checks, sign documents, and store files. Each is named on the security page with whether the agreement the law requires is in place.
A regulator, surveyor or court when the law requires it.

Background checks

Caregivers are background-checked before they meet a family. The check is ordered from a consumer reporting agency only after you have been given a stand-alone disclosure and have authorized it in writing. We keep the result and a link to the report at the provider; we never store the report itself.

If something in a report could count against you, you receive a copy of the report and a summary of your rights under the Fair Credit Reporting Act before any decision, and you have at least five business days to respond. Those steps are enforced by the system in that order, and no agency can shorten or skip them.

Text messages and email

We text and email about care and work: a reminder for tomorrow's visit, a schedule change, an invitation to the app. We never ask for forms, photos or medical details over text message, and when a document is needed we send a secure upload link instead. Reply STOP to any text to stop receiving them; reply HELP for help.

How long we keep it

A licensed agency is required to keep care, billing and employment records for years after they close, and a schedule inside the system says how long each kind is kept and on what basis. The floors are long: seven years for care and billing records after care ends, seven years for employment records after separation, and five years for a background-check file after its decision. Sign-in records are kept for ninety days. When a record's period ends it is removed on that schedule.

Your choices

A family member or a caregiver with a Roost account can do two of these without asking anyone, under Settings, Your data. Both ask for your password first.

Download a copy of your data. Everything Roost holds about you, as one file you can keep, up to three times a day.
Close your account. You are signed out on every device and everything about you is deleted except what the law or safety requires us to keep: payment and tax records, for up to seven years; whether your background check cleared and when, never the report itself; the record of changes made on Roost, which stops pointing to you wherever it can; and messages in your conversations, with your name taken off them. If money is still owed to you, or a refund is still open, your account closes once that is settled, and the page gives you the date.

You can also ask us to:

send you a copy of what we hold about you;
correct something that is wrong;
delete what we hold, where the law allows it.

Write to support@roost.us. We confirm it is you before acting. Some records cannot be deleted on request because a law requires the agency to keep them, billing records and employment files among them. When that is the case we tell you which records and why, remove what we can, and the rest is removed when its retention period ends.

A request sent through the app is tracked from receipt to completion, and the system checks that every table holding a record about a person is reached by it.