A Care Manager Is Judged by the Questions They Ask: How to Compare Providers Before You Hire

A care manager is a professional who assesses what someone needs and coordinates the services that provide it. They are not the same as a caregiver, a nurse, or a doctor, and their role is to organize help rather than deliver it. When you are 500 miles away, the most useful question is whether they will keep the plan current when you cannot check on it yourself.

Local option: New Plan Care gives families in the St. Louis area in-home help so a parent can stay home: companionship, help with bathing and dressing, meals, and overnight care. Call (314) 405-0887.

Ask how they assess

Find out whether the assessment happens in her home, by phone, or both, and who takes part. A good assessment asks about the house, her routine, the times she is alone, and the help she already has. Ask what they write down, who receives the written summary, and how often they update it.

Ask who they answer to

Ask whether they receive any payment or referral from the providers they recommend. Ask which agencies or services they tend to use and whether they will name a provider you can choose instead. A care manager who is clear about these relationships is easier to trust than one who is vague.

Ask for the paper trail

Request a written plan, a list of who to call for each part of it, and a plain statement of what happens when a service does not show up. Ask how they keep her records, who else can see them, and how they share updates with you. Ask for two references you can call, and ask how many families in her area they currently serve.

Tonight

Pick three candidates and write the same five questions for each: how they assess, how they are paid, what they send in writing, how they handle a missed service, and who you call when something breaks. Note who answers in writing and how quickly. The candidate who answers clearly and in writing is usually the one who will keep a plan current.

What to leave with the doctor

Ask the doctor which care managers they have worked with and what they look for in one. Ask for a short plain summary of her condition, her medicines as the doctor has listed them for the family, and the changes the doctor is watching for. Ask who on the medical side should be contacted when the care manager has a question, so you are not guessing during an emergency.

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