Choosing a caregiver is a deeply personal decision. And when clients turn to a caregiver registry, they’re often looking for flexibility, choice, and personalized attention. But with that choice comes a need for clarity—because unlike traditional home care agencies, registries operate differently.
That means clients will have questions.
And your answers can either build trust—or create uncertainty.
Here are the top questions clients tend to ask caregiver registries, along with guidance on how to confidently respond while reinforcing the value of your registry model.
1. Who’s really responsible for the caregiver?
What they’re asking:
"Is this caregiver your employee? Are you supervising them?"
How to answer:
As a registry, you refer independent caregivers—you do not employ them. That means caregivers are responsible for their own schedule, taxes, and day-to-day decisions. However, you do play an important role in vetting caregivers, facilitating matches, and supporting communication between parties.
Key message to convey: “We help you find the right caregiver for your needs, but you remain in control of the relationship. That’s the beauty of the registry model—more choice and more transparency.”
2. How do I pay the caregiver—and is it safe?
What they’re asking:
"Do I write them a check? Is there an invoice? What if something goes wrong?"
How to answer:
Most modern registries offer payment support that keeps things simple and secure. You can explain that clients receive clear invoices, review hours before approving, and that payments are processed through a secure platform. This ensures records are accurate for tax purposes and long-term care insurance claims.
Key message to convey: “You approve every invoice before payment goes through, and funds are transferred securely to your caregiver. It’s simple, safe, and well-documented.”
3. What if I need to make an insurance claim?
What they’re asking:
"Can I use my long-term care insurance to cover this care?"
How to answer:
Yes—many clients use LTCI policies with registries. The key is having proper documentation. Registries that support LTCI usually offer detailed invoices and time logs that meet insurance requirements, and in some cases, provide claim assistance.
Key message to convey: “We make it easy to use your insurance. Our system generates the paperwork you need, and we can support you if questions arise.”
4. What happens if there’s a problem with my caregiver?
What they’re asking:
"What if someone doesn’t show up, or something goes wrong?"
How to answer:
While the caregiver is an independent contractor, your registry still plays a role in helping resolve issues. Let clients know you’re there to help them communicate, find alternatives if needed, and document concerns. You’re a support system—not a silent bystander.
Key message to convey: “You’re never alone. If something isn’t working, we’re here to help you find a solution.”
5. Why should I choose a registry instead of an agency?
What they’re asking:
"What’s the difference? And is one safer than the other?"
How to answer:
This is your moment to clarify the strengths of the registry model. Talk about flexibility, personalized matches, direct relationships, and typically lower costs compared to agency overhead. And reinforce that registries can absolutely be compliant, professional, and client-friendly—when operated the right way.
Key message to convey: “Registries offer more freedom, choice, and transparency. And with the right systems in place, that doesn’t come at the expense of safety or professionalism.”
Final Thought: Clear Answers Build Long-Term Trust
Your clients don’t need a crash course in employment law—they just need to feel confident and informed. The way you communicate your registry’s model, systems, and support makes all the difference.
Answer their questions clearly, proactively, and with transparency—and you’ll position your registry as both trustworthy and client-centered.
