Question Builder: What to Ask Providers and Your Service Coordinator

For your Service Coordinator (SSA)

What services is my family member eligible for right now? Are we on a waiver, or on a waiting list for one? How do we add a new service to the Individual Service Plan (ISP)? We found these providers. Can we discuss them together? Can you help us set up interviews with the providers we picked? How long does payment authorization take before services can start? What happens if the provider we want has no openings? Who do we call if something goes wrong with a provider? How do we change providers later?

For adult day programs providers

What does a typical day look like here? What are your hours, and do you close for holidays? Is transportation included, or do we arrange it? How many staff work with each group? How do you support medical needs or challenging behavior? Do you have openings now, or a waitlist? Can we visit before we decide?

For homemaker and personal care providers

How do you match staff with a person? How many different staff would we see each week? What happens if a staff member calls off? What training do your staff complete? Can you cover evenings, weekends, or overnight? How do we raise a concern, and how fast do you respond?

For transportation providers

Are your vehicles wheelchair accessible? How far ahead do we need to schedule a ride? What is the pickup window, and what happens if you run late? Will it usually be the same driver? Do drivers have disability training? Can a family member or aide ride along?

For respite providers

Is respite at our home, your site, or both? Do you offer overnight or weekend stays? How much notice do you need? What training do your staff have? How do you handle medications? Is there a waitlist?

For therapy providers providers

Which insurance and Medicaid plans do you take? How long is your waitlist? Do you offer sessions at home or in the community? How do you set goals and share progress? How do you involve family in therapy? Do you have experience with this specific diagnosis?

For housing providers

Is there a waitlist, and how long is it? Are accessible units available? Can support staff come into the home? What are the income rules? What happens if needs change over time?

For money management and payee support providers

Do you charge a fee, and how much? How will we see statements and balances? Who on your team can access the person's money? How do you pay bills and give spending money? How do you report to Social Security? How do we change payees later if we need to?

For guardianship and decision support providers

Is guardianship needed, or would a less restrictive option work? What decisions would the guardian make? What does the court process look like and how long does it take? What does it cost? How does the person stay involved in decisions?

For family support organizations providers

What kind of help do you offer families? Do you have parent mentors or support groups? Can you help us prepare for a plan meeting? Do you help with school or adult transition?

For county and state resources providers

Is my family member eligible, and how do we apply? Who is our Service Coordinator? Is there a waiting list for a waiver? How do we check that a provider is certified?

Walk in with the right questions.