Estimated read time: 9 minutes
Overview
We’re excited you’re exploring CarePortal! This article answers the most common questions Churches ask as they get started.
Whether you are exploring CarePortal or actively responding to requests, this guide will help you understand how the platform works and what to expect. Let's dive in!
Intended audience
Included in this article
When you respond to a request, what are you responsible for?
When a Church responds, will the email state where to take the requested items?
Who does CarePortal serve?
CarePortal serves children and families in crisis.
Jesus cast the widest net of love, tearing down barriers and showing radical compassion. In that spirit, CarePortal brings together churches, government agencies, businesses, schools, and nonprofit organizations to care for vulnerable children and families.
Families are served regardless of race, religion, gender, age, sexual orientation, socio-economic status, nationality, citizenship status, or political views.
If a partner discriminates against the families they are meant to serve, they are removed from the network.
Who can respond to a CarePortal request?
Anyone who creates a free CarePortal account can respond.
There are two ways to respond:
Fund — Make a monetary, tax-deductible donation directly through CarePortal.
Provide — Purchase or supply the requested item or service yourself.
If someone is not part of an approved local Church, their resources are stewarded by a specially trained local Church to ensure the need is fully met.
Where do CarePortal requests come from?
Requests are submitted and approved by trusted community partners in each area.
These partners are trained and supported by local CarePortal Network Leaders to ensure requests are legitimate, appropriate, and focused on serving vulnerable families. You can read more about how we vet requests here!
What’s the difference between Providing and Funding?
If you Provide, you either already have or commit to purchasing the requested item or service yourself.
If you Fund, you donate through CarePortal using a credit card, debit card, or your CarePortal Fund.
Both pathways meet real needs — just through different approaches.
When you Fund a request, where does the money go?
The money you Fund is offered to local Connecting Churches — specially trained Churches equipped to serve families on your behalf.
Once a Connecting Church claims your donation, the donation is transferred to the Church's CarePortal Card so the Church can fulfill the request and personally connect with the family.
If no Connecting Church claims the donation, it is returned to your CarePortal Fund for future use once the request has been closed by the Agency user.
Tip: To learn more about responding to requests, check out our ⛪️ How to Respond to a Request as a Church Responder article.
Can Churches give money directly to an Agency Worker?
No.
Agency Workers cannot accept cash or gift cards. In some cases, it may be illegal for them to do so.
If a family has a financial need, Churches should coordinate through CarePortal and their Church Leaders to ensure accountability and proper handling of monetary contributions.
Is there a cost to use CarePortal?
While it's free to enroll your Church in CarePortal, by joining the CarePortal network, you gain access to real-time needs and a community of Churches working together with a common goal. You will have training and support along the way through your local representatives on the ground and from the CarePortal platform support team.
To provide you with these, we appreciate your financial participation. The organization implementing CarePortal in your community (Implementing Partner) will inform you of the best way to partner financially to sustain the work.
Is CarePortal specifically for Christian Churches?
CarePortal exists to mobilize Christian Churches that affirm alignment with the C.S. Lewis Foundation Statement of Faith and the Apostles’ Creed.
The example and teachings of Jesus fuel everything we do.
At the same time, CarePortal collaborates with diverse community partners to accomplish the shared mission of caring for vulnerable children and families. There is a place at the table for everyone.
How does CarePortal define a local Church?
A local Church is a fellowship of believers living in community, worshiping, and serving together under recognized spiritual leadership, whether pastor(s), priest(s), elder(s), or other overseer(s).
The Church must align with the C.S. Lewis Foundation Statement of Faith and the Apostles’ Creed.
When you respond to a request, what are you responsible for?
If you are a Resource Responder, your Church Leaders and Response Team Leaders will coordinate next steps with you. Details are worked out on a case-by-case basis.
For items you Fund, your responsibility ends once you submit your response. CarePortal handles the rest.
If you are a Relational Responder, you have approval to connect directly with the family. When you Provide, you will be connected with the request submitter to coordinate details.
Can Churches contact Requesting Agencies?
Yes.
When a Church responds to a request, contact details for both the Church and the Agency Worker are shared so coordination can take place. This places the Church at the Point of Care — in a position to connect with the Agency and family in a deeper, relational way.
The intent is for Agencies to notify the Church of needs, and for the Church to respond relationally. For more information on how this process works, please see our How to Respond to a Request as a Church Responder article.
Can Churches contact other Churches through CarePortal?
Yes.
Church Leaders can use the Contact button in the Network section of the Request Details Page to connect with other Churches notified about the same request.
What happens if more than one Church responds?
This can happen — and when it does, collaboration is encouraged!
If a Connecting Church selects Take the Lead, that Church becomes the primary point of contact for the request. The Lead Church coordinates communication, delivery, and any Funded resources. It also receives Point of Care access.
If another local Church commits to Provide items after a Lead Church has been assigned, that Church will also receive Point of Care access so it can coordinate appropriately.
To reduce confusion for the Agency Worker and avoid overwhelming the family, Churches are encouraged to work together so that only one Church connects directly with the family whenever possible. Other Churches can still play an important role by:
Funding the request
Providing specific items
Supporting the Lead Church behind the scenes
If multiple Churches respond and no one has selected Take the Lead yet, the goal is to communicate early and decide who will serve as the primary point of contact.
To coordinate with other Churches that have responded, use the Contact button in the Network section of the Request Details Page, or reach out to your Network Leader for guidance.
When a Church responds, will the email state where to take the requested items?
No.
The email includes contact details for both the Church and the Agency Worker, so that both parties can coordinate delivery in a way that works best for everyone involved.
How do tax receipts work?
In most cases, in-kind donations (such as clothing or furniture) are direct gifts to families and are not tax-deductible through CarePortal.
Since these items are not donated to CarePortal or another registered nonprofit, they typically do not qualify under IRS charitable contribution guidelines.
If a Church or nonprofit receives and distributes donated items, that organization is responsible for documenting and issuing any applicable tax receipts.
Financial donations made directly through CarePortal (such as when you Fund a request using a credit or debit card) are tax-deductible. CarePortal issues receipts for these donations. Annual giving statements are typically sent at the beginning of the year.
CarePortal does not provide tax advice. Donors should consult a tax professional or review IRS guidelines for additional information.
Where can I get additional help?
Your first stop should be your Response Team Leader(s). They can help with logistics and, if needed, loop in your local CarePortal Network Leaders.
For technical questions, you can reach the CarePortal Support Team:
Using the chat widget in the bottom right corner of your Dashboard
By emailing support@careportal.org
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