Consumer Guide:
Home Care & Assistance

NAOSA Gold Standards of Professional Practice™

Home Care & Assistance
(Custodial/Non-Medical Only)

The goal of the NAOSA Gold Standards of Professional Practice™ in Home Care and Assistance is to educate the consumer and establish best practices that will improve the safety and well-being of the consumer, prevent fraud, and set guidelines for providing outstanding customer service. These guidelines are not meant to cover medical-based assistance. Please refer to your State’s Department of Aging for helpful information regarding medical-based home care.

Z

Licensed, Bonded and Insured

All NAOSA member companies will be licensed, bonded, and insured. A copy of all the above will be made available to all potential and current clients.

Z

Background Check

All caregivers are required to have a state criminal history records check or a private agency background check to ensure safety and to help minimize the risk of illegal activity.

Z

Employee Screening

NAOSA encourages all agencies to screen caregivers prior to hiring. Screening may include an initial or random 10 bar drug test, health screening, complete I-9 forms, and verification of the caregiver’s ability to work in the United States. Drug tests are not mandatory in many states; however, it is strongly encouraged by NAOSA.

Z

Reference Check

All agencies are required to perform a reference check of a caregiver prior to hiring.

Z

Agency Assumption of Liability

Agencies will assume the risk for actions on behalf of employees and caregivers with both professional liability insurance and general liability insurance. The employment status of caregivers of agencies may either be an actual employee of the company or an independent contractor. If a caregiver is an independent contractor, the home care company may not be liable for negligence caused by the caregiver, making it extremely difficult for one to recover damages if harmed. Therefore, all NAOSA member companies will assume liability for actions on behalf of caregivers regardless of employee status.

Note: This is an important consideration if a consumer decides to hire a caregiver directly as opposed to using an agency. Careful consideration should be made as to the issue of liability and one should fully understand this risk before making this important decision.

Z

Customer Service on Call 24/7

24 per day customer service is important if a caregiver fails to show up at the right time or does not show up at all. It is also important for customer service issues and other complaints. All NAOSA members will offer this service.

Z

Company Must Interview Caregivers Before Hire

NAOSA member companies must perform an interview of an employee, independent contractor, or contractual employee before the individual is referred to clients.

Z

Confidential/No Fault Complaint Policy

Freedom to complain without fear of retaliation from a caregiver is extremely important. At times, clients will be unhappy for a variety of reasons but feel a complaint could jeopardize the quality of future care or even harmful retaliation. Therefore, all NAOSA member companies will offer a clear complaint policy offering anonymity for the client as well as other measures to ensure client safety. Doing so will assist in the quality of care and help deliver peace of mind for clients and their families.

Z

Assigned Customer Service Representative

When possible, NAOSA members will assign each client a single point of contact. Having a single point of contact will help ensure responsibility is taken as well as minimizes communication issues.

Z

Communication of Caregiver Unavailability

Caregivers may call in sick at times and have other issues that prohibit them from going to work that day. NAOSA members will call clients in such cases and send a replacement suitable for the clients’ needs.

Are you a professional in the home care and assistance field?
We welcome your constructive input to assist in the protection of all consumers. Please contact us.

NAOSA Gold Standards of Professional Practice™

Home Care & Assistance
(Custodial/Non-Medical Only)

The goal of the NAOSA Gold Standards of Professional Practice™ in Home Care and Assistance is to educate the consumer and establish best practices that will improve the safety and well-being of the consumer, prevent fraud, and set guidelines for providing outstanding customer service. These guidelines are not meant to cover medical-based assistance. Please refer to your State’s Department of Aging for helpful information regarding medical-based home care.

Z

Licensed, Bonded and Insured

All NAOSA member companies will be licensed, bonded, and insured. A copy of all the above will be made available to all potential and current clients.

Z

Background Check

All caregivers are required to have a state criminal history records check or a private agency background check to ensure safety and to help minimize the risk of illegal activity.

Z

Employee Screening

NAOSA encourages all agencies to screen caregivers prior to hiring. Screening may include an initial or random 10 bar drug test, health screening, complete I-9 forms, and verification of the caregiver’s ability to work in the United States. Drug tests are not mandatory in many states; however, it is strongly encouraged by NAOSA.

Z

Reference Check

All agencies are required to perform a reference check of a caregiver prior to hiring.

Z

Agency Assumption of Liability

Agencies will assume the risk for actions on behalf of employees and caregivers with both professional liability insurance and general liability insurance. The employment status of caregivers of agencies may either be an actual employee of the company or an independent contractor. If a caregiver is an independent contractor, the home care company may not be liable for negligence caused by the caregiver, making it extremely difficult for one to recover damages if harmed. Therefore, all NAOSA member companies will assume liability for actions on behalf of caregivers regardless of employee status.

Note: This is an important consideration if a consumer decides to hire a caregiver directly as opposed to using an agency. Careful consideration should be made as to the issue of liability and one should fully understand this risk before making this important decision.

Z

Customer Service on Call 24/7

24 per day customer service is important if a caregiver fails to show up at the right time or does not show up at all. It is also important for customer service issues and other complaints. All NAOSA members will offer this service.

Z

Company Must Interview Caregivers Before Hire

NAOSA member companies must perform an interview of an employee, independent contractor, or contractual employee before the individual is referred to clients.

Z

Confidential/No Fault Complaint Policy

Freedom to complain without fear of retaliation from a caregiver is extremely important. At times, clients will be unhappy for a variety of reasons but feel a complaint could jeopardize the quality of future care or even harmful retaliation. Therefore, all NAOSA member companies will offer a clear complaint policy offering anonymity for the client as well as other measures to ensure client safety. Doing so will assist in the quality of care and help deliver peace of mind for clients and their families.

Z

Assigned Customer Service Representative

When possible, NAOSA members will assign each client a single point of contact. Having a single point of contact will help ensure responsibility is taken as well as minimizes communication issues.

Z

Communication of Caregiver Unavailability

Caregivers may call in sick at times and have other issues that prohibit them from going to work that day. NAOSA members will call clients in such cases and send a replacement suitable for the clients’ needs.

Are you a professional in the home care and assistance field?
We welcome your constructive input to assist in the protection of all consumers. Please contact us.

CONSUMER GUIDES

Be Sure to Review All the NAOSA Gold Standards of Professional Practice™ Before Making a Buying Decision

Simply click on the industry to access the Consumer Guide

Auto and Home Insurance Owners

Home Care & Assistance

Insurance & Investments

Legal
Professionals

Long-Term Care Insurance

Medicare Supplement & Medicare

Real
Estate

Reverse
Mortgage

Advantage
Insurance

Senior Living Communities

Home Improvement / Home Repair

Senior Living Brokers/Consultants

CONSUMER GUIDES

Be Sure to Review All the NAOSA Gold Standards of Professional Practice™ Before Making a Buying Decision

Simply click on the industry to access the Consumer Guide

Auto and Home Insurance Owners

Home Care & Assistance

Insurance & Investments

Legal
Professionals

Long-Term Care Insurance

Medicare Supplement & Medicare

Real
Estate

Reverse
Mortgage

Advantage
Insurance

Senior Living Communities

Home Improvement / Home Repair

Senior Living Brokers/Consultants

NAOSA Guarantee

NAOSA requires members to act in utmost good faith when working with clients. Members must agree to work under “the fiduciary standard” and act in a way that the member reasonably believes to be in the best interest of the client. In addition to compliance with all federal and state regulations, each professional member of the National Association of Senior Advocates must follow and act in accordance with a standard of guidelines called the NAOSA Gold Standards of Professional Practice™.

The NAOSA Gold Standards have been created by professionals in their specific fields. The NAOSA Gold Standards strive to eliminate any gray areas that may exist in various business practices. Although these gray areas may be legal in many cases, NAOSA experts agree that they generally do not serve the best interest of the consumer.

The NAOSA Gold Standards of Professional Practice™ also strive to offer transparency in various professions, and aim to educate consumers on the various business models of these professions. Consumers must have information to make an educated decision when considering a specific product or service.

Members who are found not in compliance with these standards will be censured, with membership subject to revocation.

NAOSA Guarantee

NAOSA requires members to act in utmost good faith when working with clients. Members must agree to work under “the fiduciary standard” and act in a way that the member reasonably believes to be in the best interest of the client. In addition to compliance with all federal and state regulations, each professional member of the National Association of Senior Advocates must follow and act in accordance with a standard of guidelines called the NAOSA Gold Standards of Professional Practice™.

The NAOSA Gold Standards have been created by professionals in their specific fields. The NAOSA Gold Standards strive to eliminate any gray areas that may exist in various business practices. Although these gray areas may be legal in many cases, NAOSA experts agree that they generally do not serve the best interest of the consumer.

The NAOSA Gold Standards of Professional Practice™ also strive to offer transparency in various professions, and aim to educate consumers on the various business models of these professions. Consumers must have information to make an educated decision when considering a specific product or service.

Members who are found not in compliance with these standards will be censured, with membership subject to revocation.

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TESTIMONIALS

What Our Members Say

An independent organization like NAOSA is really needed. It’s so hard to find the right information these days and even harder to find businesses and professionals who I know I can trust. Thank you NAOSA!

Retired CPA

Lakeland, Florida

The NAOSA consumer guides are great. Clear explanations, without all the complex language, is extremely important in helping me make the right decision.

Retiree

Potomac, Maryland

NAOSA has brought me tremendous value when networking with like-minded professionals, it has really helped me stand out from the crowd. I highly recommend it.

NAOSA Member

Austin, Texas

In a world filled with mistrust and spin, honesty and integrity offer a tremendous opportunity for professionals and businesses who do business the right way.

Anthony L. Cinotti, Founder

National Association of Senior Advocates

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