The Right Questions

If you’re just beginning to look for in-home care for an aging loved one, the process can feel overwhelming. That’s because you’re not just hiring a service, you’re placing your trust in an organization to send someone into your home to care for a person who matters deeply to you.

“Choosing the right in-home caregiving service is one of the most important decisions a family can make,” said Tammy Hooker, co-Director of the Austin office of Cambridge Caregivers. “You are trusting someone else with your loved one’s well-being, safety and dignity. Families should feel empowered to ask questions and expect clear, thoughtful answers.”

That’s why asking the right questions matters.

Being diligent upfront can help you find a provider that aligns with your expectations and avoid problems down the road. Here are some essential questions to ask potential providers to guide your search.

Q. How do you hire and vet your caregivers?

Start with the basics: Who are the people coming into your home, and how carefully are they screened? A reputable agency should be able to clearly explain its hiring process, including background checks, reference checks and any additional vetting.

“Families should absolutely ask what kind of background checks are being done,” said Gary Hooker, co-Director of the Austin office. “Don’t assume they’re all the same. There can be a big difference in how thorough agencies are.”

For example, while state regulations require certain criminal and licensing checks, some agencies go further. Cambridge Caregivers conducts additional screenings beyond minimum requirements.

In one instance, those extra checks revealed that a Cambridge job applicant had a criminal record in another state. Had Cambridge only followed the state’s minimum requirements, likely that information would have been missed. Extra checks add a layer of assurance in preventing a potentially unsafe hire and offer families greater peace of mind.

Q. Are your caregivers hired as employees or as independent contractors?

This is a question many families don’t think to ask, but it has significant implications. Some agencies rely on independent contractors to send when needs arise. That model can lead to higher turnover and less oversight.

Cambridge Caregivers hires its caregivers as W-2 employees, not contractors. That means the company is responsible for payroll taxes, supervision and ongoing management.

“When caregivers are employees, there’s more accountability and consistency,” Gary Hooker said. “It helps ensure that the person showing up at your door is part of a team, not just someone picking up a few shifts.”

Q. How do you train your caregivers?

Even experienced caregivers need ongoing training to stay sharp and adapt to the evolving needs of clients. Ask what kind of training new hires receive—and whether the agency invests in continuing education.

“At Cambridge, training isn’t a one-time event,” Tammy Hooker said. “We believe in continually building skills and confidence, so caregivers are prepared for real-life situations.”

Cambridge pays its caregivers to attend training sessions, reinforcing the importance of professional development. These sessions cover practical skills such as safe transfers, meal preparation and monitoring vital signs, as well as softer skills like communication and problem-solving. Ongoing training not only improves quality of care but also helps caregivers feel supported and engaged in their work.

To learn more about why caregiver training matters, watch Episode 43: The Importance of Caregiver Training, featuring Tammy Hooker and Sandi Levy, RN, BSed, CDP, Director of Nursing.

Q. How do you ensure reliability and consistency?

Reliability is critical, especially for clients who depend on daily assistance. Clients living with dementia may be unsettled if “new faces” are turning up often.

Ask how the agency handles scheduling, call-offs and backup coverage. What happens if your usual caregiver is sick or unavailable? Is there a system in place to ensure continuity of care?

A well-run agency should have processes and staff dedicated to managing schedules and responding quickly to changes. If a caregiver who has been serving the same client for an extended period needs a week off for a vacation or personal reasons, Cambridge takes steps to ensure consistent care. In some cases, Cambridge will send the backup caregiver (at the company’s expense) to shadow the experienced caregiver for a day, to meet the client and learn their routine. This helps build trust and comfort for the senior client.

Q. How do you match caregivers with clients?

Every client has unique needs. Ask how the agency approaches matching caregivers with clients. Do they consider personality, preferences and routines? Can adjustments be made if the fit isn’t right?

“The relationship between a caregiver and a client is very personal,” Tammy Hooker said. “It’s not just about skills. It’s about connection, communication and trust.”

A thoughtful matching process can make a significant difference in the overall experience.

Q. How do you communicate with families?

Clear communication helps families stay informed and confident in the care their loved one is receiving.

Ask the agency how updates are shared. Will you receive regular reports? Is there someone you can contact for questions or concerns? How quickly does the agency respond?

Strong communication builds partnership and helps address small issues before they become larger ones.

Don’t be afraid to ask

Doing your homework upfront can make all the difference. It increases the likelihood of finding a caregiver who not only meets your loved one’s needs but also fits naturally into your family’s routine.

Choosing a home care agency is not the time to hold back.

“Don’t worry about asking pointed questions,” Gary Hooker said. “A good agency will welcome those questions because it shows that you, the family member, care about getting it right.”

“You should feel 100 percent comfortable with the answers you’re getting,” Tammy Hooker added. “When you take the time to ask the right questions, you’re setting the stage for a positive, trustworthy caregiving relationship.”

Ready to ask the right questions?

If you’re exploring in-home care for a loved one in the Austin area, our team is here to help. Call the Cambridge Caregivers Austin office at (512) 547-1970 to start the conversation.