Frequently Asked Questions
Here are some answers to the questions we receive the most about our home care assistance services.
If we missed anything, please do not hesitate to contact us. We’ll be happy to help.
Do you work on the weekends?
Our office hours are typically 8 AM-5PM from Monday-Friday, but we do have a limited number of Care Assistants who are willing to work during the weekend. Please contact the office to inquire.
My family member or myself needs help right away. How soon can we start services?
Upon decision to partner with our agency for your care, our Client Care Coordinator will come to your home for an initial assessment on your in-home care assistance. Once your care plans are determined we will find an appropriate Care Assistant to begin your services. This typically is a 5-7 day window. Please contact the office to inquire should your needs require an expedited schedule.
Do you have guaranteed schedule times?
Medical appointments take priority in scheduling. Please inform our office of any upcoming appointments you have so we can make certain of their delivery. For all other shifts we certainly take all of our clients needs into account as the schedule is fit together each week. Preferences are always noted and we strive to do our best to accommodate them as needs allow – However we cannot guarantee specific days/times each week due to the many variables when scheduling.
What is your policy surrounding holidays and vacation?
Advance notice is always the best policy to ensure shifts are met for specific needs. Our Care Assistants are allowed holiday and vacation time off and schedule adjustments will need to be made to accommodate them. Please contact the office to ensure a holiday shift and we will work to deliver that care.
What is your inclement weather policy?
We strive to fulfill the entirety of all home care assistance personalized plans of care. Should weather keep our CAs from being able to reach your home we will call to make you aware, and we will look to see about the possibility of rescheduling for another time in the week should the schedule allow.
I have more questions than are listed, who can I speak to?
Our Contact Page is an excellent resource to determine how best to reach our staff.
I'm a current client. How do I contact my Case Manager?
Jamie Albritton, the Director of BGCAP Case Management can help you get in contact with your Case Manager. Call: 502-848-8716
Do you guarantee a certain Care Assistant? I'm concerned my Care Assistant might not be a good fit.
All of our Care Assistants go through the same quality training and take pride in their work. We cannot guarantee a specific Care Assistant because of availability fluctuation, but we are very willing to receive preferences and make necessary adjustments should the situation warrant it.
What is the difference between a Non-Medical Personal Care Agency and Home Health Agency?
Our Service Page is an excellent resource to understand the type of care we, as a Non-Medical Personal Care Agency, are able to provide as home care assistance.
How did your company respond to COVID-19?
As best wellness practice, Independence Assistance follows both CDC guidelines as well as local health department policies to ensure that our client’s and Care Assistant’s health and vitality are maintained. PPE is provided and required for all of our aides for use around clients. Symptoms, exposure risks and temperature spikes are also individually reported to the office by our aides and recorded as a daily well check evaluation.
“The professionalism and reliability of the staff at Independence Assistance is phenomenal! Knowing your loved one is being cared for with dignity and respect is such a blessing. I highly recommend this group of caregivers!”
“They are very professional and take their work seriously! They’ve cared for my grandfather for 3 years and their whole entire work ethic is phenomenal! I recommend to everybody.”