Questions to ask an agency
Bring the same questions to every agency you talk to — similar answers are easier to compare than polished brochures.
Educational guide only. Answers vary by agency; verify licenses with the state. Nothing here determines or promises eligibility, coverage, or benefits.
About the agency
- Is the agency licensed in Illinois for home services?
- How long has the agency served Illinois?
- How does the agency hire, train, and background-check caregivers?
- Who supervises caregivers, and how often?
Caregivers and continuity
- Will the same caregiver come each visit?
- What happens if the regular caregiver is sick?
- Can we request a different caregiver if the fit is not right?
Scheduling and communication
- How are visits scheduled, confirmed, and changed?
- How do we reach someone after hours?
- How does the family see that a visit happened?
Costs and paperwork
- What is included in the rate, and what costs extra?
- How is billing handled, and how often?
- What happens if care needs change?
- Is there a minimum number of hours or visits?
Safety and quality
- How are concerns or complaints handled?
- What happens in an emergency during a visit?
- Can the care plan change as needs change?