Receiving a Family Match Request
One of the most important moments in a family's Village journey is their first connection with a provider.
After Village identifies you as a potential match, your first responsibility is to review the Match Request, connect with the family through a Meet & Greet phone call, and determine whether moving forward is the right fit for everyone.
The Meet & Greet is an opportunity to introduce yourself, learn more about the family's goals, answer questions, and confirm that your availability and expertise align with their needs.
It is not a therapy session or an evaluation. No documentation is required.
How Families Are Matched
Families enter Village in one of two ways.
Care Navigator Match
A Village Care Navigator reviews the family's needs and matches them with providers based on factors such as clinical needs, location, scheduling preferences, and provider availability.
Marketplace Match
Families searching independently through the Village Marketplace may request a Meet & Greet directly with a provider they feel is a good fit.
Regardless of how the match is made, your experience as the provider is the same—you'll receive a Match Request through Village for review.
Receiving a Match Request
When a new Match Request is available, you'll receive:
An SMS text notification
A notification within the Village mobile app
A notification in the Village desktop platform under Patients → Matches
A red notification indicator lets you know you have a pending Match Request awaiting your review.
Reviewing the Match Request
Open the Match Request to review the family's information before responding.
Each Match Request includes:
A brief overview of the child and family's needs
The requested care setting
The family's preferred availability
The scheduled Meet & Greet date and time
The family's phone number
Response options to Accept, Propose a New Time, or Decline
Take a few moments to review the information carefully before deciding how to respond.
Responding to the Match Request
Accept
If the proposed Meet & Greet time works for your schedule, select Accept.
The family will automatically be notified that you've accepted the appointment.
At the scheduled time, you'll call the family using the phone number provided in the Match Request.
Accept but Propose a New Time
If you're interested in working with the family but need a different Meet & Greet time, select Accept but Propose New Time.
Choose an alternate date and time within the platform.
The family can either accept or decline your proposed time. Additional scheduling exchanges may occur until a mutually agreeable time is selected.
Decline Request
If you aren't able to work with the family, select Decline Request.
You'll have an opportunity to provide a reason before submitting your response.
The family will be notified, and Village will attempt to match them with another qualified provider based on location, discipline, and availability.
💡 Village Best Practice
If you're unable to accept a family, providing a reason helps Village make better matches in the future.
Completing the Meet & Greet
The Meet & Greet is a brief introductory phone call designed to determine whether you and the family are a good fit to work together.
Although every conversation is unique, we recommend discussing:
Introductions
Tell the family about yourself and your clinical background.
Share your treatment philosophy and approach.
Learn About the Child
Ask about the child's strengths, interests, and challenges.
Discuss previous therapy experiences.
Learn about the family's goals and priorities.
Review Scheduling
Confirm preferred days and times.
Discuss the therapy setting.
Ensure everyone's expectations align.
Answer Questions
Give families the opportunity to ask questions before deciding whether to move forward.
What Happens Next?
If both you and the family decide to move forward:
The provider selects Enroll.
The family completes enrollment on their side.
Village verifies insurance benefits (if applicable).
Caregiver completes intake process
The provider schedules the first therapy session.
Therapy begins once all intake requirements have been completed.
Insurance vs. Cash Pay
Insurance Clients
If the family is using insurance, Village will complete insurance verification and intake before the first therapy session.
Insurance verification typically takes 3–7 business days.
After benefits are received, Village generally requires an additional 24–48 hours to prepare and review the benefit summary with the family. Families are then given time to review their coverage, ask questions, and understand any estimated out-of-pocket costs.
Some insurance plans also require a physician referral before therapy can begin, which may further delay the start of care.
You may schedule the family's first session during this process, but the session cannot take place until Village confirms that all intake requirements have been completed.
Cash-Pay Clients
Families paying privately generally do not experience the insurance verification timeline. Once enrollment and any required paperwork are complete, services may begin based on your agreed-upon schedule.
Appointment Reminders
Village automatically sends appointment reminders to families for both Meet & Greets and therapy sessions.
Families receive reminders:
48 hours before the scheduled appointment
2 hours before the scheduled appointment
These reminders help reduce missed appointments and keep everyone informed.
💡 Village Best Practice
The Meet & Greet is often your first interaction with a family and sets the tone for your therapeutic relationship. Respond promptly, build rapport, and establish clear expectations from the beginning. A thoughtful conversation helps families feel confident in their decision and lays the foundation for successful, collaborative care.