Carer FAQs


Most frequent questions and answers

HELPA is an innovative and comprehensive health app designed by special needs parents & support providers, for special needs parents & support providers. 

Our goal is to make special needs journeys a little easier by supporting parents, carers and support providers with an easy to use and compliant digital health app. We actively partner with leading intervention providers, therapy centres and community support organizations, along with research bodies to bring you evidence-informed support on-demand.

  • Expertise: We protect the relationship between experts and carer’s. You have the choice to connect with your existing customers or benefit from the global network that HELPA supports. Behavior Therapists, Occupational Therapists, Speech Pathologists and Psychologists all on one single app, supporting multiple carer capacities.
  • Simplicity: We provide the tools for carer’s to capture the progression & regression journeys of their loved ones, the milestones, health information & intervention options directly within the app. View this inclusive information for improved care options, networking and growing your professional development & reach.
  • Ease of Use: Anyone can use HELPA! It’s as simple as selecting your area of expertise, setting your availability, and connecting with carer’s via the app. All HD video interactions between experts and carers are easy to commence, secure and inventoried.
  • Security: All health information is carer (user) owned. Carer’s decide what gets stored, shared & categorized. This allows for easy viewing by experts for enhanced goal setting and value during video interactions.

You can pay securely through your Apple iTunes or Google PlayStore account. Providers can receive payments using our PCI level 1 compliant gateway partner, Braintree. (A PayPal company)

Please contact: for any payment questions or concerns.

We do not currently support insurance claims, though we are in the process of discussing coverage with some insurance companies.

If a member has an NDIS care plan in Australia, they may utilize this funding for HELPA interactions with service providers who have partnered with HELPA. 

HELPA is an NDIS approved provider under assistive technology and your NDIS funds may be used to cover the subscription payment for the HELPA premium plan.

The HELPA app is free to download and start using for carers using our Freemium version.

To support generous storage and remain ad-free, we do offer a Premium plan for a small monthly fee of $7.49. 

This allows you to store more of the valuable health information for easy access, reviewing and sharing. 


Most frequent questions and answers

From the Login Screen, click ‘Reset Password’ → Change Password

In the profile section of the app you can update your personal information such as name, email, contact info etc. 


We have HIPAA compliant security and privacy controls in place to protect all your data. We use the industry’s best encryption standards to encrypt communication and storage.

Yes, we implement all the HIPAA Security, Privacy and Breach notification rules. Our platform is designed to comply with HIPAA’s strict safeguards from the HELPA apps to the backend servers. We have multiple layers of security safeguarding all Electronic Protected Health Information (ePHI).

HELPA does not store, nor have access to your financial information. When you register with the HELPA app and enter your payment information, we’re sending that information in encrypted format directly to our partner; PAYPAL who is the leader in Secure Payments. PayPal has passed PCI Level 1 Certification by VISA, which is the highest level of security for payment systems.

Yes, all therapists requesting access to HELPA must be verified via our credential checking partner; PEOPLECHECK. This process is automated by our platform for improved security & availability.


If your therapist is unavailable, you will be able to benefit from the HELPA network and select another therapist locally or internationally. You have complete ownership over who you choose to connect with.

A therapist may have a busy schedule, and may not always be able to confirm a booking within the hour. We recommend allowing some flexibility to respond if the chosen therapist is your preferred selection.

If you are comfortable to select another therapist, you may simply cancel the initial request prior to the therapist confirming availability.

A confirmed booking requires a 2-way confirmation; the carer & the therapist. If you cannot make your selected booking, you will have the option to reschedule to a time that you are both available, within 3 days. If you would like to cancel the booking altogether, this must be completed 1hr or more, prior to the scheduled start time. This ensures no payment is processed & offers the therapist the opportunity to fill the vacant timeslot.

You are asked to rate and review your interaction at the end of each booking. This is your time to let us (and the therapist) know how the booking went.

All ratings are anonymous. You may contact HELPA at; for any further feedback.

In the future, yes, though most eHR’s (Electronic Health Records) do not easily integrate. We offer you complete control of what health information you choose to store in the HELPA File Vaults. You may import, scan & load any information or documents you would like with complete control over sharing these.

Absolutely! This is a key advantage of the HELPA app.

We encourage you to upload and save all health information you may have in your chosen HELPA File Vault. Health information that you believe is valuable for improving the health journey for you and your loved ones. (images, videos, documents) – may all be captured, stored and shared using HELPA