Reviewed by the care team at A Graceful Touch Healthcare | Last updated July 2026
Not all home care agencies operate the same way, and the differences matter more than they might seem from the outside. Here are the questions we think every Arlington and Mansfield family should ask before choosing a caregiver, along with how we approach each one at A Graceful Touch Healthcare.
Is the Agency Licensed in Texas?
This is the first and most important question. In Texas, agencies providing personal care, companionship, and homemaker services are required to hold a Home and Community Support Services Agency (HCSSA) license from the Texas Health and Human Services Commission, specifically within the Personal Assistance Services (PAS) category, governed by Texas Administrative Code Title 26, Chapter 558. This licensing requires criminal background checks for administrators, owners, and direct care staff, along with documented policies covering client care, emergency protocols, and personnel management.
Ask directly: “Are you licensed as an HCSSA in Texas, and can I see your license?” A legitimate agency will answer this without hesitation. A Graceful Touch Healthcare is a licensed Texas home care agency, and we’re always glad to share our credentials.
How Are Caregivers Screened and Trained?
Licensing sets the legal floor, but it doesn’t tell you everything about the quality of an individual caregiver. Ask specifically:
- What does your background check process actually include?
- Are references verified, not just collected?
- What training do caregivers receive before being placed with a client?
- Is there ongoing training, or just a one-time onboarding?
Every caregiver on our team goes through thorough background screening, reference verification, and training before ever being placed with a family, and we don’t consider that a one-time checkbox.
How Are Caregivers Matched to Clients?
A good match considers more than just scheduling availability. Ask whether the agency takes personality, interests, and specific care needs into account, or whether clients are simply assigned to whoever’s available. Matching well the first time also matters for consistency, since a good match is less likely to need to change.
What Happens If My Regular Caregiver Is Unavailable?
This is a question families often forget to ask until it becomes a real problem. Every agency will eventually have a caregiver call in sick or need time off, what matters is whether there’s a real backup plan. Ask: “What’s your process for coverage when my regular caregiver isn’t available?” A vague answer here is a red flag. We maintain backup coverage specifically so a gap in your regular caregiver’s schedule doesn’t mean a gap in your loved one’s care.
How Does the Agency Communicate With Families?
Ask how you’ll actually stay informed: Is there regular communication about how visits go? Who do you call with questions or concerns, and how quickly can you expect a response? Family communication shouldn’t be an afterthought, it’s part of what makes a care plan actually work over time. We prioritize keeping families genuinely informed, not just available if you happen to call.
What Are the Contract Terms, Minimum Hours, and Flexibility?
Before signing anything, understand:
- Is there a minimum number of hours per visit or per week?
- What’s the process to increase, decrease, or pause care as needs change?
- Are there long-term contract commitments, or can you adjust month to month?
- What’s the cancellation policy?
We built our care plans to flex with your family’s actual needs, not lock you into a rigid structure that doesn’t fit real life.
Frequently Asked Questions
Is a licensed agency always better than hiring a caregiver privately?
Licensing isn’t just a formality, it reflects background check requirements, documented policies, and regulatory oversight that private hires don’t have. Private hire can be less expensive per hour, but the family takes on the responsibility for screening, payroll, liability, and backup coverage that an agency otherwise handles.
Should I get quotes from multiple agencies before deciding?
It’s a reasonable approach, and we’d encourage it. Comparing how different agencies answer these exact questions often reveals more than comparing price alone.
What if I’m not satisfied with my caregiver match?
Ask any agency directly what their process is for adjusting a match that isn’t working well. A good agency should be able to make changes without treating it as a problem, since not every match is right from day one, and that’s normal.
See How We Answer Every One of These Questions
We’d rather you ask us these questions directly than take our word for it. Reach out for a free, no-obligation consultation, and bring your list.
Call us at 682-267-0724 or schedule a consultation here. We serve Arlington, Mansfield, Dallas, and the surrounding DFW area.
Sources: Texas Health and Human Services Commission (HHSC), Home and Community Support Services Agency licensing requirements, Texas Administrative Code Title 26, Chapter 558.