Frequently Asked Questions

Here is a collection of the most frequently asked questions about our business, CAREGivers, rates, and non-medical services provided by Home Instead Senior Care.

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Caregiver assisting senior client in home

Our Business

A: We provide the highest standard of compassionate, personalized care to seniors in the communities we serve. Our offices are local – owner involvement is on a community based level. We work hard to understand client and family needs and to ensure that each client has compatible relationships with his/her CAREGivers. You can be confident that we will be there when we are scheduled to be there. Unique business processes, proprietary computer systems, and training are part of the brand trust you get with Home Instead Senior Care.

A: There are several reasons why Home Instead Senior Care should be your choice for your family’s supportive care needs. All of our CAREGivers are screened, trained, bonded, and insured. Our large staff of quality employees, including a Registered Nurse, able to perform client assessments and quality assurance checks, ensures that your family member is well looked after.

A: We have the benefits of both. Home Instead Senior Care is a national licensed, franchise company with independently owned locations throughout North America, Japan, Europe, and Australia.

A: Home Instead Senior Care has a large, detailed packet of all the aspects of our service that we can send out to individuals at their request.

A: Home Instead Senior Care, Toronto, is owned and operated by Bruce Mahony, a long time resident of Toronto. He is in the office daily and involved in the day-to-day operations of the business to ensure the quality that inspired him to start this service. He has assembled a dedicated team of caring professionals, from our office staff, our CAREGivers, and our Registered Nurse, all with an emphasis on the personal aspects of a CARE GIVING business. Our clients become part of our family and are treated that way.


A: Home Instead Senior Care CAREGivers go through an extensive selection process which entails a phone screening, an interview at our local office, and an orientation before they are hired. All of our CAREGivers have successfully completed a thorough reference and criminal background check. Each CAREGiver is also bonded and insured.

A: Our CAREGivers range in age from college students to those in their sixties who still have a lot to give to others. These wonderful people come from all walks of life. Some have been professional CAREGivers, such as retired nurses or nursing assistants, others have entered the caregiving field and become certified Personal Support Workers. Some have found that office jobs don’t allow them to express their needs to share with others. Many of them have cared for family members or neighbours on a long-term basis. When we interview, we look for a warm and caring nature, good communication skills, practicality and common sense, and a history of dependability.

A: Absolutely. We carry liability insurance and worker’s compensation insurance, as well as bonding all CAREGivers. You are totally protected in case of accidental damage or injury.

A: Home Instead Senior hires experienced, mature, and most often certified Personal Support Workers as CAREGivers for our seniors. Every Home Instead CAREGiver participates in an extensive orientation program, which covers the most practical topics and situations encountered in elder caregiving. Training begins upon acceptance of the position. A CAREGiver begins his or her career with Home Instead Senior Care at an orientation, learning about our company and policies, about the expectations and needs of our clients, and much more.

A: Yes, our clients can help select their CAREGiver and we discuss the selection process during our in-home visit. We pay extra attention to assigning CAREGivers that will be compatible and meet your service requirements.

A: After an initial screening and assessment is completed, the Home Instead Senior Care staff person selects a CAREGiver(s) to fulfill the schedule for the elderly client. On the very first scheduled visit the CAREGiver(s) that will fulfill the assignment is introduced to the client prior to the first shift.

A: We set a high priority on continuity. We strive to assign the same CAREGiver to as many shifts as possible. When we first sit down with you at your no-obligation meeting, we spend time during the conversation discussing the types of personalities you are comfortable with, as well as covering your service needs and the schedule you would like us to follow. When we assign your CAREGiver, or team of CAREGivers (depending on your needs), we take all of that information into account. If you are happy with the person or people chosen for you, the staffing will not change.

A: You are always able to change a CAREGiver, for whatever reason. We only ask that you give us adequate time to find a suitable replacement. If you are in any way less than perfectly satisfied, we will change staffing until you are satisfied.

A: As soon as a CAREGiver notifies us that they are unable to fulfill a shift we will immediately seek a replacement. We employ a CAREGiver team approach. If one CAREGiver is sick, another is normally available.

A: Yes, a supervisor is always available for emergency situations.

A: All Home Instead Senior Care clients are protected in the event that a Home Instead Senior Care CAREGiver is injured on the job. If an accident occurs, the Workman’s Compensation policy will cover loss of wages from any injury that occurred on the job.

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Rates FAQ for caregivers

Rates & Payment

A: Our rates are very competitive. For the current rates, please contact the Home Instead Senior Care Office at 416-972-5096 for specific rate information.

A: Our rates do not change for evening or weekend shifts. Holiday rates for designated holidays are charged at 1 1/2 times normal rates.

A: Home Instead Senior Care handles all the billing, payroll, taxes, insurance, and administrative responsibilities for you.

A: We invoice for services twice a month, on the 15th and the last day of the month. We ask for payment within 10 days from date of billing. The bill is all-inclusive. That is, all hours worked, and mileage or miscellaneous expenses, are all in the invoice that you receive. All payments are tracked through our computer software to ensure accuracy. We insist that the CAREGivers never get paid directly. This avoids errors including double invoicing or underpayment of federal and provincial employment taxes.

A: We are actual employers, rather than just a referral service. We handle all taxes due to the government. The client is in no way responsible. You receive one bill.

A: We have a very flexible “Service Agreement” which may be cancelled at any time with 24- hour notice.


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A: Prior to utilizing Home Instead Senior Care’s service, we are happy to provide a “free assessment” to make sure that the client and our service will be a compatible fit and to answer any questions, free of charge and without obligation, to our senior clients and their families.

A: Yes, a growing number of our clients reside in a setting other than their own home and we have had huge success working in facilities of all types. We provide companionship to care facility residents who require additional attention and/or personalized assistance.

A: We require a minimum of three hours per visit. You determine the length and frequency of visits.

A: We pride ourselves on our flexibilty. You are always in control of your service schedule. As long as you meet our three hour-per-visit minimum, you are welcome to adjust your schedule to meet your changing needs.

A: We can provide this service on a short-term, long-term, or respite basis. We are one of the very few services that provide this service.

A: Home Instead Senior Care is very responsive and has a liberal 24-hour cancellation policy.

A: Because many of our clients require service day and night, our supervisor is available for emergencies. You can always reach someone who is familiar with your situation and is able to help.

A: A “Client Binder” is maintained in the home to act as a communication vehicle for both clients and CAREGivers. These binders contain client information, as well as CAREGiver notes on daily activities, medications, meals, etc. for each visit.

A: No, we offer Home Support and Personal Care services. Our CAREGivers can provide light housekeeping, laundry, and ironing, in addition to their many other services.

A:Yes, we can bathe a client, provide stability during the bath or shower, help the client back out, and help him or her to get dried off and dressed.

A: While we cannot actually place a medication in a client’s hand or mouth, we certainly can remind a client to take medications, and can track the fact in our log books that the client has taken the medications.

Senior Services