The University of Arizona logo

SBUCP FAQs

The University of Arizona (“UofA, University”) offers a subsidized,  Sick and Back-Up Childcare Program (SBUCP) to current UA employees eligible for full benefits, and currently enrolled UA students in the greater Tucson and Phoenix areas. The program guidelines offers further registrant and child eligibility information. Life & Work Connections, a unit in the Division of Human Resources, serves as the Program Administrator for this July 1-June 30 fiscal year program.
 
The Trusting Connections, LLC agency (“TC, vendor, agency”) is the July 1, 2019-June 30, 2020 SBUCP contracted vendor. Vendor contact information is provided below. View the Meet the Provider recorded webinar to learn more about Trusting Connections.

References to TC throughout these FAQs and other SBUCP information include TC and any of its contracted vendor(s), as applicable. This may include any related University of Arizona vendor references for the purposes of SBUCP accessibility, as applicable. Visit the program guidelines.
 
The FAQs reflect general topics of interest. All SBUCP materials are based upon the contractual agreement between the University of Arizona and the contracted vendor(s). In the event of any discrepancy or conflict, the contract shall take precedence.
 
You are encouraged to contact the appropriate party as noted below, with your specific questions and comments:

Who to Contact

 How to Contact

When to Contact

The University of Arizona
Life & Work Connections

Telephone (520) 621-1530
 
715 N. Park, 2nd Floor, Tucson, AZ, 85719
www.lifework.arizona.edu

Examples include the UofA’s:

- sick and emergency/back-up care program;

- registration process;

- service dates

Vendor
TRUSTING CONNECTIONS, LLC

Telephone (520) 544-6612 (general line)*
 
3390 N Campbell Ave #100, Tucson, AZ 85719
https://trustingconnections.com
 
*Page 2 of 4 identifies two (2) vendor-established phone lines for scheduling and cancellation inquiries.

Examples include the vendor’s:

- sick and emergency/back-up care services (including cancellation requirements);

- registration process;

- caregivers
 
FAQ: 

How do I complete UofA registration and vendor (TRUSTING CONNECTIONS, LCC) registration?

Annual UofA registration and vendor registration must occur each July 1-June 30 fiscal year (prior year registrations will not be considered valid). Eligible individuals are fully registered with the SBUCP after completing Steps 1 and 2:
 
Step 1 of 2: To register for services, individuals must first complete and submit their UofA employee or student current fiscal year, E-Registration form. This office will review and verify the information provided. Registrants will receive submittal confirmation through their UofA email account.
 
Step 2 of 2: Next, this UA confirmation will include a TC-provided link for registration with the vendor.
 
Important Note: Employees and students are encouraged to register as early as possible. Registrants, once steps 1 and 2 are completed, registration verification typically occurs between the University and the vendor within three (3) University business hours. This verification is required to place a SCP/EBCP request at University-subsidized rates. Contact the vendor (selecting the applicable phone number) if there are questions:
 
Call Trusting Connections during Monday-Friday, 9 AM-5 PM regular business hours at (520) 585-5912 regarding Tucson and Phoenix scheduling requests, or visit caretucson@trustingconnections.com (Tucson requests) and carephx@trustingconnections.com (Phoenix requests). Call (888) 622-9559 outside of regular business hours regarding Tucson and Phoenix scheduling requests. Cancellations to the vendor should only be made by phone.

When is sick childcare offered?

TRUSTING CONNECTIONS, LCC (TC) serves children who are sick and unable to attend school or well childcare. TC indicates the agency will not provide care for children with a fever of 103 degrees or higher. If the fever reaches 103 degrees or higher during the day, TC will request that the UofA registrant return home immediately so that medical attention can be considered.
 
TC indicates the agency requires that a working thermometer be present in the home in order to receive sick childcare services; services may be denied if a thermometer is not available.

When is back-up childcare offered?

TC serves children when there is an unscheduled interruption in regular school and/or childcare arrangements. University-subsidized SBUCP care is not available due to holidays or other planned school closures (such as, but not limited to, Tucson’s “Rodeo Days,” spring break, etc.), nor for the period of time between the end of summer programming in the community and the beginning of school.

How do I learn more about caregiver qualifications?

The program guidelines offers TC, vendor-provided information about its caregivers. Trusting Connections’ agency standards can be found here.  UA registrants may reference further information about caregivers responding to SBUCP requests, from the vendor registration link.

What dates are considered non-servable or “blackout dates?”

For College of Medicine-Phoenix (COM-P) student registrants, the  Sick and Back-Up Childcare Program will reference the schedule maintained by the University of Arizona COM-P. Visit http://phoenixmed.arizona.edu for more information.
 
Employee and student registrants, in addition to program guidelines’ examples such as Tucson’s Rodeo Days, blackout dates - official University holidays, closures or days when classes are not in session - are also in effect for this fiscal year as identified here.  Employee and student registrants, call (520) 621-1530 if you have SBUCP questions.

What is the employee and student registrant co-pay rate?

All UofA registrants are required to pay the following at the end of each usage:
 
Employee and student registrants are eligible for up to ten (10) SBUCP usages per service year in any combination. If your employee or student status changes within this July 1-June 30 fiscal year, please call (520) 621-1530 discuss further.
 
UofA registrant co-payment to TC is completed through the vendor’s automatic, co-payment system. TC indicates all major credit cards and ACH payments are accepted, eliminating the need for cash transactions. All caregiver transportation costs within the greater Tucson and Phoenix areas are absorbed by TC. Please contact TC at (520) 544-6612 if there are credit card and payment questions (including options for when registrant payment by check might occur), and to verify if additional, registrant transportation costs may be applicable for your childcare location.

Number of Children

Tucson and Phoenix Employee/Student Pays

UofA Pays

Full Hourly Rate

One-Five (1-5) Children in the Household of an Eligible Registrant

$5.00 per hour*

$30.00 per hour**

$35.00 per hour for one-five (1-5) children in the household of an eligible registrant

 

Households with six (6) or more children needing care may require additional caregivers, and additional UofA registrant co-payments may apply. Please call (520) 621-1530 if you have questions.

 
*Incremental time is billed in 5-minute increments; two-hour minimums. Service requests less than 3.5 hours are identified by the vendor as a “Quick Care” request and is an additional $3.00 per hour to the UofA. In such cases, UofA pays $33.00 per hour and the UofA registrant $5.00 per hour payment remains unchanged.
**Above reflects Tucson area information. Related, area information is available to Phoenix employees and students by calling (520) 621-1530. As the  Sick and Back-Up Childcare Program is contingent upon funding, Life & Work Connections is unable to guarantee the future availability of these services.

Are there circumstances where the University employee or student will be responsible for paying the non-subsidized rate ($35.00 or more) per hour?

In certain circumstances, a University employee or student will be responsible for paying the non-subsidized rate ($35.00 or more) per hour. Some examples of situations where this might occur are set forth below:

Cancellation of SBUCP Services

Cancellation of service requests must be made at least four (4) hours before the caregiver’s scheduled arrival to the vendor only by telephone. If the UofA registrant cancels a service request without giving this 4-hour advance notice, the UofA registrant must pay the non-subsidized rate, i.e. the full hourly amount (user cost and UofA cost), for the requested number of care hours.
 
TC has identified UofA registrants may call Trusting Connections during Monday-Friday, 9 AM-5 PM regular business hours at (520) 585-5912 regarding Tucson and Phoenix scheduling requests. Additionally, UofA registrants should call (888) 622-9559 outside of regular business hours regarding Tucson and Phoenix scheduling requests. Cancellations to the vendor should only be made by phone.
 
For example, if a UofA Tucson registrant calls to cancel an eight (8) hour service request for one-five (1-5) children in the household of an eligible registrant just 30 minutes before the scheduled caregiver arrival time, the amount the registrant would have to pay to TC would be calculated as:
 
8 hours x $35.00/hour, for a total of $280.00.
 
Related, area information is available to Phoenix employees and students by calling (520) 621-1530.
 
This applies to non-cancellations as well.
 
For example, if a UofA registrant fails to provide any advance notice of cancellation of a service request (such as having no one at home when the caregiver arrives at the scheduled arrival time, or canceling the caregiver upon arrival at the home), the UofA registrant must pay the full hourly amount (user cost and UofA cost) for the requested number of care hours.

No Response to Caregiver Service

If a UofA registrant fails to respond when the caregiver rings the doorbell or knocks on the door, or fails to respond to other TC attempts to reach the UofA registrant, the caregiver may be directed to leave the home by TC after a reasonable period, and the UofA registrant must pay the full hourly amount (user cost and UofA cost) for the requested number of care hours.
 
UofA will not pay for the cost of any care that is the responsibility of the registrant. UofA registrants may cancel their request for care 24 hours a day by calling the vendor. TC has indicated that UofA registrants may call Trusting Connections during Monday-Friday, 9 AM-5 PM regular business hours at (520) 585-5912 regarding Tucson and Phoenix scheduling requests. Additionally, UofA registrants should call (888) 622-9559 outside of regular business hours regarding Tucson and Phoenix scheduling requests. Cancellations to the vendor should only be made by phone.
 
TC requests as much notice as possible when canceling a service request. Any outstanding balance due to cancellation must be paid promptly and before placing the next service request.

How is compensation for travel addressed?

All caregiver transportation costs within the greater Tucson and Phoenix areas are absorbed by TC.
 
In alphabetical order, TC indicates gas fees outside the greater Tucson area includes Green Valley and Sahuarita.
 
Similarly, TC indicates gas fees outside the greater Phoenix area includes Anthem, Apache Junction, Avondale, Carefree, Cave Creek, El Mirage, Fountain Hills, Goodyear, Gold Canyon, Laveen, Litchfield Park, Queen Creek, Rio Verde, Sun City, and Surprise.
 
Please contact TC at (520) 544-6612 to verify if additional, registrant transportation (gas) costs may be applicable for your childcare location.

How will I be informed of my child’s daily activities?

Caregivers will arrive prepared and ready to focus on the daily needs of the children. Together, caregivers and UofA registrants develop a care plan for the day. TC caregivers will provide UofA registrants with phone numbers so that employees and students can reach the caregivers at any point during service requests subsidized by the University. Such phone number use is not permissible outside of these circumstances.

Is transportation available when using the SBUCP?

Caregivers are responsible for providing their own transportation to/from the registrant’s home. Caregivers are not allowed to transport children in vehicles; registrants will need to make alternative arrangements with another party if they are interested in transportation services. Visit www.lifework.arizona.edu for further information.
 

Where is care provided?

Care will only be provided in the home of the requesting registrant with whom the dependent child resides.

How many times may I use the services at University-subsidized rates?

Registrants are eligible for up to ten (10) University-subsidized SBUCP usages per fiscal year; all 10 usages can be used for either type of service or for a combination. After 10 usages, registrants can contact TC to inquire about non-University subsidized, private residential use services.

Can you describe the caregiver availability process?

Care is provided on an availability basis and is influenced by the volume of requests, the duration of time discussed for each care request, etc. The University of Arizona and vendor make no guarantee that every job can be filled. 
 
Eligible employees and students inquiring about SBUCP caregiver availability should contact the vendor. TC has identified UA registrants may call Trusting Connections during Monday-Friday, 9 AM-5 PM regular business hours at (520) 585-5912 regarding Tucson and Phoenix scheduling requests. Additionally, UofA registrants should call (888) 622-9559 outside of regular business hours regarding Tucson and Phoenix scheduling requests. Cancellations to the vendor should only be made by phone.
 
Recall the back-up childcare program component serves children when there is an unscheduled interruption in regular school and/or childcare arrangements. The  Sick and Back-Up Childcare Program cannot be used due to holidays and other planned school closures (such as Tucson’s “Rodeo Days” and school breaks). Access the program guidelines here for further information.
 
Schools and programs typically provide planned closure schedules electronically throughout the year, and prior to or at the time of a family’s enrollment. Planned school closures allow employee and student registrants to explore and arrange care alternatives in advance of such occurrences and therefore, do not meet the description of back-up childcare.
 
If an unscheduled interruption occurs to a registrant’s care arrangements for planned closures (as described above), contact the vendor during Monday-Friday, 9 AM-5 PM regular business hours at (520) 585-5912 regarding Tucson and Phoenix scheduling requests. Additionally, UofA registrants should call (888) 622-9559 outside of regular business hours regarding Tucson and Phoenix scheduling requests. Contacting the vendor should occur with at least five (5) business days advance notice to discuss further. Please note that while registration in the SBUCP may provide access to services, it cannot guarantee caregiver availability. Cancellations to the vendor should only be made by phone.
 
Caregiver availability protocol confirmation is strongly encouraged between eligible employees, students and TC. Eligible employees and students not complying with program guidelines and registration requirements may be disqualified from the SBUCP.

How can I learn more about the Sick and Back-Up Childcare Program?

Visit here or call (520) 621-1530.