Questions to Ask a Caregiver Agency Before Hiring

Home Care Checklist

This checklist covers the most important questions to ask a caregiver agency before hiring home care.

Choosing home care can feel overwhelming at first, especially when every agency seems to offer similar in-home care services. But the right questions can help you understand how an agency hires caregivers, creates care plans, handles scheduling, communicates with families, manages concerns, and supports your loved one at home. But the right questions can help you understand how an agency hires caregivers, creates care plans, handles scheduling, communicates with families, manages concerns, and supports your loved one at home.

Use this checklist as a guide when speaking with caregiver agencies. It can help you compare your options, take notes, and feel more confident about choosing the care that works best for your family.

Note that the following list of questions is meant as a guide to helping you find the solution that works best for your family.

Business/Services Provided

How long has your agency been in business?
Can I interview the caregiver before accepting care?
Is caregiver reliability guaranteed in writing?
Is a personalized plan of care developed with me during the assessment?
What kind of care is provided? Nursing care? Non-medical care? Personal care? Chores? Companionship?
How many hours is a minimum shift?
Can a shift be split (e.g., two hours in the morning and two in the evening)?
How soon could your care start?
Are home care workers agency employees (with benefits and insurance)? Or contractors (e.g., private individuals on a referral registry)?
Is your agency (and the workers) bonded and insured?
If I need a ride to a doctor appointment or shopping, is there insurance coverage for that if the caregiver is driving my car?
Is the agency licensed or certified (if required in your state)?
Is/are the caregiver(s) available for emergencies and/or on short notice?

Questions About Service Quality and Communication

Are workers supervised? If so, by whom?
Is there a written care plan specifying the home care worker’s routine duties? If so, can the family have a copy?
Do you arrange regular conversations with the family about the client’s case?
Will a supervisor visit or call the client’s home?
How does the agency follow up on/resolve problems or complaints?
Are workers available 24 hours, 7 days a week?

Caregiver Qualifications (Training, Licensing, Background Checks)

Do you screen your workers?
What type of background checks are completed?
Do you drug screen your caregivers?
Are caregivers trained before working with clients?
Are workers trained, and is training ongoing? If so, does the training include: Safe bending and lifting practices? CPR/first aid? Communicating with someone who is confused or forgetful? Managing difficult behaviors (e.g. wandering, paranoia, or memory loss)? Bathing someone in the tub/shower or in bed? Preserving client dignity?
Can you furnish references for your workers that I can check? If not, do you have any client satisfaction survey results you can share with me?

If your loved one is living with memory loss, ask whether caregivers have experience with dementia care, wandering concerns, confusion, and changes in behavior.

Questions About Scheduling and Reliability

What happens if a caregiver calls out sick?
Do you have backup caregivers available?
How much notice do you need for schedule changes?
Can care hours increase if my loved one needs more support later?
Can care be reduced if our needs change?
Will we have the same caregiver consistently, or will different caregivers rotate in?
How do you match caregivers with clients?

If your loved one needs support throughout the day and night, ask whether the agency offers 24-hour home care and how caregivers are scheduled.

Payment, Insurance, and Costs

Do you accept long term care insurance?
Do you accept private pay?
Does the agency pay the workers’ Social Security and taxes? If not, do I need to pay this?
What is the cost for overtime, if the worker stays late?
When is payment due? (e.g. at the end of each visit? Weekly? Monthly?)
Are there any additional costs for travel time or extra services (e.g. doing laundry or errands)?
What is the hourly or daily charge?
Do you charge mileage or staff time to and from my home?
Are there weekend, holiday, or overtime rates?
Are there any other fees families should know about before starting care?
Can your agency help with long-term care insurance direct billing?

If your loved one has coverage, ask whether the agency can help with long-term care insurance verification, billing, and claim paperwork.

Red Flags to Watch For When Choosing a Caregiver Agency

Be cautious if an agency is not clear about whether it is a licensed agency, registry, or referral/placement service. Families should understand who employs the caregivers, who supervises them, and who is responsible for taxes, insurance, scheduling, and backup coverage.

It is also a red flag if an agency dismisses your questions or gives vague answers about licensing, caregiver screening, drug testing, background checks, insurance, or supervision. A reputable agency should be comfortable answering these questions clearly.

If licensing is required in your state, take time to verify the agency through your state’s list of licensed providers. If you cannot find the agency listed, or if the agency does not carry proper insurance, it is worth pausing before moving forward.

In California, families can verify whether an agency is listed through the state’s Home Care Services Bureau before hiring care.

Use This Checklist as a Worksheet

You can use this checklist as a simple worksheet while interviewing caregiver agencies, taking notes, and comparing answers side by side.

As you speak with each agency, look beyond the hourly rate. Consider caregiver training, supervision, backup coverage, communication, flexibility, and how comfortable you feel with the answers you receive.

Talk With CareWorks Health Services

When you are ready to compare options or talk through your loved one’s needs, you can get started with home care by speaking with a CareWorks care coordinator.

CareWorks Health Services can answer any questions you might have about home care services.Speak with our care coordinators today at (949) 859-4700 or (714) 421-4005. Learn more about our home care services in Huntington Beach, Newport Beach, Laguna Woods, Seal Beach, Mission Viejo, or anywhere else in Orange County.