How to Choose a Home Care Agency in San Francisco
Choosing a home care agency means deciding who will enter someone’s home, provide personal assistance, and respond when the plan needs to change.
A useful comparison goes beyond the hourly rate. It examines licensing, caregiver qualifications, supervision, communication, scheduling, and the details of the service agreement.
Use the questions below when interviewing any agency, including Aviva In-Home Care. To discuss your situation with Aviva, call 415-463-1400.
Start With a Description of the Help Needed
Before comparing agencies, write a short description of a typical day.
Identify the activities that require help, the hours that need coverage, and the person’s preferences. Include language, communication style, household routines, and any relevant mobility or memory concerns.
Separate nonmedical assistance from clinical services. If someone needs nursing or rehabilitation, ask the treating provider about the appropriate service rather than assuming every home care agency can provide it.
A clear description helps agencies explain whether they can meet the need and quote comparable schedules.
Verify the Appropriate License
California’s Department of Social Services oversees licensed Home Care Organizations and maintains a registry of background-checked home care aides. Organization licensing and individual aide registration are related but distinct. cdss.ca.gov
Ask for the organization’s legal name and license number, then use the state’s official resources to check the information.
Aviva publishes Home Care Organization license number 414700119. Families should verify current status through the California Department of Social Services Home Care Services resources, as they would with any agency.
A business listing, online review profile, or professional-looking website does not substitute for checking the appropriate license.
Let’s Get Started
Aviva works closely with your family, throughout the care process, to make informed decisions about the services and support the client and family receive.
Understand Who Employs and Supervises the Caregiver
Different hiring arrangements can assign responsibilities differently.
Ask:
- Who employs the caregiver?
- Who handles payroll and employment-related obligations?
- What insurance coverage applies?
- Who supervises the caregiver’s work?
- Who investigates concerns?
- What happens if a replacement is needed?
Request clear explanations rather than assuming the word “agency” answers every question.
If you are comparing an agency with a direct-hire or referral arrangement, compare the responsibilities you would take on as well as the price.
Ask How Caregivers Are Selected and Matched
Screening is one part of choosing a caregiver. Matching is another.
Ask how the agency evaluates experience with the actual tasks your family needs. Someone who is an excellent companion may not be the right match for every personal care situation.
Useful questions include:
- How is relevant experience assessed?
- What training relates to these care needs?
- How are language and communication preferences considered?
- Can the family explain concerns about a match?
- How are replacement requests handled?
- How does the agency maintain continuity?
For dementia care, ask for concrete examples of training and supervision. Broad phrases such as “specially trained” are more useful when the agency explains what they mean.
Look for a Written, Practical Care Plan
A care plan should explain what the caregiver is expected to do during the scheduled visit.
It should identify relevant routines, assistance needs, preferences, and reporting instructions. It should also make clear which tasks are outside the caregiver’s role.
Ask who develops the plan, who reviews it, and how changes are documented.
A useful plan is specific enough that another suitable caregiver can understand the essentials if the regular caregiver is unavailable.
Examine Backup Coverage Before You Need It
Ask what happens when a caregiver calls out, arrives late, or cannot continue an assignment.
No agency should be judged only by whether problems ever occur. Families also need to understand how problems are handled.
Clarify:
- Who receives an urgent scheduling call.
- How the family is notified.
- Whether a replacement can be sought for the required tasks.
- What information the replacement receives.
- What the family should do if coverage cannot be filled.
A 24/7 contact number is helpful, but it is different from a guarantee that every shift can be replaced immediately.
Agree on Communication and Privacy
Identify the primary family contact and any other people authorized to receive updates.
Ask how routine information is shared, how urgent concerns are escalated, and whether updates must be requested or follow a regular schedule.
The person receiving care should remain involved in decisions to the extent they wish and are able. Family participation does not eliminate the client’s privacy or preferences.
If another professional is involved, clarify how information may be shared with appropriate permission.
Compare Complete Written Estimates
Use the same schedule when comparing agencies.
Look at hourly rates, minimums, holiday terms, additional charges, cancellation rules, deposits, and billing frequency. Ask how price changes are communicated.
Read the service agreement before the first shift. Make sure you understand how to change or end services and who has authority to request additional hours.
A lower hourly price is meaningful only when you know what responsibilities and service arrangements accompany it.
Evaluate the First Week
The beginning of care provides useful information.
Consider whether the caregiver arrives as arranged, understands the care plan, communicates respectfully, and supports the person’s independence. Notice whether office staff respond clearly when questions arise.
Ask the person receiving care what feels comfortable and what should change. Raise concerns early and describe the specific issue.
Call Aviva at 415-463-1400 to ask these questions, discuss your needs, and request a free assessment.
Frequently Asked Questions
How do I check a California home care agency’s license?
Ask for the organization’s legal name and Home Care Organization license number, then verify the information through California Department of Social Services resources. Check the organization rather than relying only on a caregiver’s credentials. Licensing information should be considered alongside the agency’s staffing, supervision, and service arrangements.
What should I ask about caregiver training?
Ask which training applies to the tasks your family needs, how the agency assesses relevant experience, and what ongoing supervision is provided. For specialized needs, request concrete examples. A general statement that caregivers are trained does not explain whether a particular caregiver is prepared for your situation.
Should I choose the agency with the lowest hourly rate?
Compare the complete arrangement, including minimum hours, additional charges, caregiver qualifications, supervision, and backup procedures. A lower rate may or may not produce a lower total cost. Request written estimates for the same schedule and responsibilities so you can make a meaningful comparison.
What if the caregiver is not a good match?
Tell the agency what is not working and describe the change you need. The concern may involve communication, scheduling, task expectations, or personal comfort. Ask how the agency reviews the situation and handles replacement requests, including what coverage is available while a different match is considered.
