State licensed (HCO number verified)

Ask for the HCO license number and verify it on the California CDSS website. Every legitimate agency has one.

All caregivers background-checked (DOJ + FBI)

California law requires all home care aides to be registered with the Home Care Aide Registry and cleared through both Department of Justice and FBI background checks.

Bonded and insured

The agency should carry general and professional liability insurance ($1M per occurrence / $3M aggregate) and workers’ compensation for all caregivers.

BBB rating and online reviews checked

Look at Google, Yelp, and the Better Business Bureau. Pay attention to how the agency responds to negative reviews — that tells you as much as the positive ones.

References available and contacted

Ask for live references you can arrange to speak with. If an agency won’t provide references, consider that a red flag.

Personalized caregiver matching process

The agency should ask about your parent’s personality, preferences, language needs, and daily routine — not just their diagnosis.

Free in-home assessment before starting

A quality agency will visit your parent’s home, meet the family, evaluate the environment, and build a care plan before sending anyone.

Meet-the-caregiver option before day one

You and your parent should be able to meet the caregiver (profile info, virtual, or in-person) before care starts. If the fit isn’t right, the agency should offer a rematch with no penalty.

Written, individualized care plan

The plan should outline specific tasks, schedules, preferences, and emergency protocols — not a generic template.

Ongoing supervision and care plan updates

Ask how often the agency checks in, and how the care plan is updated as needs change.

No hourly or daily minimums

Some agencies require 4–6 hour shifts or minimum weekly hours. Agencies without minimums let you start with exactly what you need. Ask the agency if they are flexible to your shorter shift needs, as available.

No long-term contracts

You should be able to adjust or stop services without penalty. Care needs change — your agreement should flex with them.

Guaranteed backup if caregiver is unavailable

Ask what happens when your regular caregiver is sick or on vacation. A strong agency has a deep bench and a plan.

After-hours availability

Emergencies don’t wait for business hours. Can you reach a real person at 6pm on a Sunday?

Fast start capability (24–72 hours)

For post-hospital or urgent situations, how quickly can the agency begin care?

Clear, written rate structure

You should receive a written breakdown of all costs before care begins. No hidden fees, no surprises.

Holiday and overtime policies explained

Ask about surcharges for holidays, weekends, or overtime hours so you can budget accurately.

Long-term care insurance accepted

If you have LTCI, ask whether the agency works with your insurance carrier. Are they are able to submit LTCI claims on your behalf for compliance?

Payment options and billing cycle clear

Understand when and how you’ll be billed. Weekly? Biweekly? Credit card? Invoice?

Local office you can visit

An agency with a physical office in your area is more responsive and accountable than one serving your city from 45 minutes away.

Familiar with local hospitals and resources

Ask if they work with your parent’s hospital (John Muir, Sutter, Kaiser) and whether they coordinate with community resources.

Active community partnerships

Agencies involved with local senior centers, hospices, and nonprofits tend to be more deeply rooted and committed.

Serves your specific city and neighborhood

Not just “the Bay Area” — ask whether they regularly serve your parent’s specific neighborhood and how far their caregivers travel.