How to Interview a Home Care Agency in BC (10-Question Checklist)
Before you sign a contract with any home care agency, these are the 10 questions to ask — with what good answers look like and the red flags to watch for.
Key Facts
- BC has no provincial licensing requirement for private home care agencies — ask about staff training and background checks.
- Look for agencies that employ (not just contract) their workers — this affects liability and consistency.
- Get at least 3 quotes; hourly rates vary $25–$45/hour for similar services.
- Ask specifically about backup coverage when your regular worker is sick or on vacation.
- The BC Care Providers Association (bccpa.ca) maintains a member directory of agencies meeting professional standards.
Not all home care agencies in BC are equal. The industry is lightly regulated — some agencies are excellent, some are unreliable, and some will cost you more than they should. A 30-minute phone call with the right questions will tell you most of what you need to know.
Interview at least two or three agencies before committing. The right agency will welcome your questions. If you feel rushed or pressured to sign before you're ready, that's your first red flag.
The 10 questions
Are you licensed or registered in BC, and what types of care are you authorized to provide?
Good answer: They can name their license (Community Care Facilities Act or similar) and clearly describe whether they provide personal care, health services, or housekeeping. They distinguish between what requires a license and what doesn't.
Red flag: Vague about licensing. Can't explain what level of care they're authorized to deliver. Deflects the question.
How do you screen, train, and background-check your caregivers?
Good answer: Criminal record check (RCMP or Ministry-level), reference checks, and training requirements are specific — e.g., First Aid, WHMIS, dementia care certification. They can describe their onboarding process.
Red flag: "All our caregivers are vetted" with no specifics. Can't say what checks are run or how often.
Will my parent have a consistent caregiver, or will different workers come each visit?
Good answer: They aim for consistency and explain how they handle it. Most agencies can't guarantee the same person every time, but good ones have a primary worker with a small backup pool.
Red flag: Can't commit to any consistency. Large pool of workers rotated randomly. No mechanism to flag a poor fit.
What happens if our regular caregiver is sick or unavailable?
Good answer: A specific backup process: an on-call coordinator, a small bench of qualified backup workers who are already familiar with your parent's file. They've thought about this.
Red flag: "We'll do our best" or "you can always reschedule." No clear backup plan. This is one of the most common failure points.
Can you describe your emergency protocol if something goes wrong during a visit?
Good answer: Clear protocol: caregiver calls 911 first, then the emergency contact, then the agency coordinator. Incident reporting process is documented.
Red flag: Vague. Puts the burden on the family to figure it out. No documented emergency procedure.
What is your hourly rate and minimum visit length? Are there any additional fees?
Good answer: Upfront about rates, minimum hours (typically 3–4 hrs/visit), overtime, statutory holiday premiums, and any admin or care coordination fees. Written rate sheet available.
Red flag: Hesitant about pricing until you commit. Fees for scheduling changes, cancellations, or "care coordination" buried in the contract.
What is the contract length and cancellation policy?
Good answer: Month-to-month or short notice period (2–4 weeks). No penalty for reducing hours if your parent's needs change.
Red flag: Long minimum commitment (6+ months) before you've had a chance to assess the service. Stiff cancellation fees.
Are your workers employees or independent contractors?
Good answer: Employees. This matters: employees are covered by WorkSafeBC, receive training under the agency's supervision, and the agency is responsible for source deductions. Contractors shift liability to you.
Red flag: "Independent contractors placed with you" — in BC, this can mean you're effectively the employer for tax and liability purposes without knowing it.
How do you handle concerns or complaints about a caregiver?
Good answer: A named point of contact (not just a general email), a documented process, and a commitment to respond within 24–48 hours. They invite feedback and describe how they've resolved past issues.
Red flag: "We've never had complaints" or a vague "we'll look into it." No specific process.
Can you provide references from current or recent clients?
Good answer: Yes, readily. They offer two or three references and encourage you to call them.
Red flag: Reluctant, unavailable, or only offer testimonials on their website. If you can't speak to a current or recent client, consider that a yellow flag.
After the interview
Call at least one reference. Ask them specifically: "Was care consistent? What happened when the regular caregiver couldn't come? How did the agency handle problems?" The answers matter more than the testimonials on the website.
Read the service agreement before signing. Pay attention to the cancellation policy, minimum hours, and what happens if you need to reduce or pause care. A good agency will give you time to review it.
Start with fewer hours than you think you need. It's easier to add hours than to reduce them once a routine is established — and starting small gives you time to assess whether the fit is right before committing to full-time care.
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