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Service Verification Protocol

Version: 1.1
Effective Date: January 3, 2026

1. Objective

To maintain the highest level of accuracy and safety for service listings in CareConnect (CareConnect), ensuring users can trust the information provided.

2. Verification Levels (L-Scale)

Level Name Description Requirements
L0 Unverified Initial import or community suggestion Valid name & category. Warning displayed.
L1 Basic Check Automated/Light check valid phone/website, no user reports of inaccuracy, and current within the 180-day visibility window.
L2 Verified Confirmed by CareConnect Team Direct contact with provider (email/phone) within the last 180 days.
L3 Partner Managed by Provider Provider has claimed listing, accepted Terms, and updates data directly.
L4 Accredited Official Government Source Data sync via API from municipal/provincial databases.

3. Verification Process

Step 1: Ingestion (L0)

  • New suggestions enter as L0.
  • AI pre-scan for profanity or malicious content.

Step 2: Validation (L0 to L1)

  • Volunteer verifies:
  • Phone number connects.
  • Website is active.
  • Address exists in Kingston area.
  • Record last_verified or provenance.verified_at so freshness enforcement can keep the listing visible.

Step 3: Confirmation (L1 to L2)

  • Outreach to provider via email/phone script:

    "Hello, we are listing your service on CareConnect. Please verify your hours and eligibility..."

  • Update last_verified timestamp.
  • Do not commit private communications to git (no email bodies, screenshots, or staff names).

Step 4: Partnership (L2 to L3)

  • Provider uses "Claim Listing" feature.
  • Signs Partner Terms of Service (Click-Wrap).
  • Identity verification via work email.
  • Track outreach progress in a governance-safe way (no PII) when needed, e.g. data/verification/l3-candidates.csv.

4. Maintenance Cycle

  • Crisis / highly volatile listings: Review monthly where operationally feasible.
  • Pilot / priority listings: Target re-verification within 90 days.
  • General directory listings: Must be re-verified within 180 days to remain publicly visible.
  • Sampling discipline: CareConnect can still audit a monthly sample across L0-L2 listings to catch decay earlier.
  • Stale Data: Listings not verified for >180 days are downgraded to L0, hidden from search, and may surface only with an explicit stale warning when directly linked.

5. Dispute Resolution

  • If a listing is reported as inaccurate (Flag button):
  • Immediate "Under Review" flag applied.
  • Verification team has 48 hours to investigate.
  • Correction applied or listing removed.