01✳
Begin by listening to the person
Older adults have different preferences, abilities and daily routines. One person may value help with organising the home and preparing a meal; another may need assistance moving between everyday activities or keeping an agreed routine. Whenever possible, begin by asking the person what matters to them, what they want to continue doing independently and where support would be useful. Speak with family members or existing caregivers as appropriate, then write down tasks and times that need attention. This conversation is a starting point for defining a role. It does not replace professional assessment where health needs or specific safety concerns are present.
02✳
Support independence and dignity
Good support can help someone continue doing what they are able and willing to do, rather than taking over automatically. Discuss activities the person prefers to manage themselves, when assistance is welcome and how it should be offered. Explain to the support person why asking permission before handling personal belongings or helping with a private task matters. Age alone does not establish a person’s abilities or preferences. When family members disagree, make room for the individual’s voice and seek appropriate professional advice where a decision requires assessment of capacity or safety. Respectful communication should continue throughout the arrangement.
03✳
What everyday assistance can involve
Depending on the agreement, non-medical support may include organising commonly used spaces, helping prepare a meal according to family instructions, accompanying someone during an agreed home activity or helping maintain a daily routine. Suitable duties vary with the person’s abilities, the worker’s experience and the service conditions. Define each responsibility before work begins and identify what is excluded. A task that appears simple in one household can be different when mobility or health needs are more complex. Discuss requirements and possible risks with the family and relevant professionals rather than relying on a broad service label.
04✳
Distinguish domestic help from healthcare
Assistance with daily activities does not automatically include nursing, treatment or diagnosis. Medical procedures, changes to treatment and assessment of symptoms require appropriately qualified people and any licensing or supervision required by applicable rules. If a family expects health-related support, state that explicitly before discussing a candidate and request written information about the service scope and the responsible person’s qualifications. A job title or general promotional promise is not enough to verify competence. Consult the treating professional or responsible authority about the care needed and how it should be delivered safely.
05✳
Identify relevant skills and experience
Start with the actual duties, then ask about experience related to them. A household may value clear communication, respect for routine, the ability to follow written instructions and a calm approach to everyday situations. Where a task requires particular training or professional qualifications, request appropriate evidence and verify it when necessary. Discuss the language in which the person, family and worker can communicate comfortably. Ask about relevant previous work without seeking private details about another family. A candidate should be able to ask questions and explain the limits of their experience rather than feeling obliged to accept every task.
06✳
Create a workable daily schedule
Record normal waking, meals, rest, activities and appointments, and identify when assistance is wanted and when privacy is preferred. A useful schedule guides the day while allowing for ordinary changes; it should not turn every activity into a rigid instruction. Discuss working hours and breaks under the agreement, and do not assume availability outside those hours without an appropriate arrangement. If family members take turns providing support, identify one person to coordinate instructions and avoid contradictions. Review the schedule after work begins and update it when the person’s routine or preferences change.
07✳
Prepare the home and identify risks
Look at the paths the person uses between rooms, the lighting and any objects that may obstruct movement. Keep regularly used items in accessible places and explain where the telephone, keys and important contacts are located. Some situations require a professional home assessment or equipment recommended by an appropriate specialist; do not choose medical equipment solely from marketing copy. Explain the agreed boundaries for opening doors or assisting someone to move. Avoid assigning physical handling that exceeds a worker’s training or creates a risk for either person. Review the environment when circumstances change.
08✳
Discuss meals and dietary preferences
If the role includes helping prepare or organise meals, clarify times, preferences, available ingredients and any allergies or restrictions confirmed by a professional. Instructions for a therapeutic diet or health condition should come from a doctor or dietitian where appropriate, not from assumptions or general online information. Agree how the family should be told if the usual meal routine cannot be followed or additional help appears necessary. Respect the person’s choices, establish who supplies ingredients and explain safe storage. Update instructions when the relevant professional provides new guidance, and share only the information needed for the task.
09✳
Define responsibilities involving medicines
The presence of medicines in a home does not mean every support worker is authorised to administer or change them. Discuss with the treating professional, pharmacist and contracting party who may perform each task and what training, licensing or supervision is required where applicable. If a qualified person is assigned a specific responsibility, the instructions must be clear, safe and within their role. This page does not provide doses, authorise treatment changes or replace medical advice. Store medicines safely and maintain a reliable way to contact the relevant professional when questions or concerning changes arise.
10✳
Agree on communication and observations
Decide which everyday updates the family needs and which circumstances require an immediate call rather than a later report. An observation might concern a change in routine or a new difficulty with an ordinary activity, but interpreting symptoms and making medical decisions belong to qualified professionals. Encourage the support person to describe what was observed accurately without diagnosing or exaggerating. Identify the person who receives the update and use a verified communication channel. Share the minimum health information needed for the purpose, and involve the person receiving support in decisions about sharing whenever possible and appropriate.
11✳
Prepare an emergency contact plan
Keep the relevant family and emergency contact details in an accessible location, and establish the order of calls and essential information to provide. Discuss situations that require emergency assistance according to professional guidance, along with what the support person can and cannot do within their training. Ensure the person knows the home address and how responders can reach it, and update the plan when contact details change. Do not ask an unqualified worker to perform a medical procedure simply because they are present. A family and its professionals can develop an individual plan for a known condition.
12✳
Protect privacy and personal information
Support arrangements can involve personal routines, family details and health information. Establish who needs each piece of information, why it is needed, where it will be stored and who can access it. Avoid sharing photographs or health details in public groups or through unverified channels. If digital keys, cameras or monitoring devices are used, verify the applicable rules and explain the arrangement to those affected. Respect the support worker’s privacy as well. Agree how documents, devices and personal belongings should be handled, and review access when a person’s role in the arrangement ends.
13✳
Respect preferences, language and habits
Comfort may depend on a person’s preferred language, the placement of belongings, religious practices or contact with friends. Ask what they want a support person to know rather than turning every habit into an instruction without their involvement. Discuss communication, hearing or vision needs with the family and relevant professionals when appropriate, and use a suitable method to explain choices. When several languages are used at home, a simple list of important words and times may help. Speak directly and respectfully to the person receiving support rather than discussing them only with someone else.
14✳
Offer companionship without imposing activities
Some people enjoy conversation, a quiet activity or an agreed outing; others value time alone. Ask about interests and preferred times instead of assuming that a full schedule is the goal. If leaving the home is included, define the place, duration, consent, transport arrangements and any safety considerations with the relevant people. Companionship is not a replacement for family relationships, social networks or psychological treatment. If a professional mental health concern arises, seek help from an appropriately qualified specialist. The person’s preferences should remain central to the choice of activity.
15✳
Coordinate roles among family members
When several relatives share responsibilities, instructions may be repeated or contradict one another. Agree who communicates with the support person, who follows appointments and who holds documents, while involving the individual receiving support in decisions as far as possible. Identify situations requiring a wider family update and those for which a short note is enough. Medical and contractual decisions should not be transferred to a support worker unless that person is authorised and qualified for the task. A brief periodic review can reveal gaps in coverage or responsibilities before they become a dispute.
16✳
Meet a candidate and introduce the home
Explain the typical day, duties, boundaries and setting, then ask about the candidate’s relevant experience and the instructions or tools they would need. Keep questions professional and respectful of privacy. Where appropriate, introduce the person who will receive support in a way that respects their comfort, and listen to both parties. After documents have been checked and an agreement reviewed, allow time to explain the home, routine and contact plan. A gradual introduction may work for some families, but its timing and terms should be discussed and clearly agreed.
17✳
Understand hours, fees and contract terms
Request a written proposal with the hours, duration, duties, full cost and any additional charges. Ask how absences, renewal, changes, complaints and the end of service are handled. Terms and availability differ with the circumstances and service, so avoid relying on an old advertised price or a guarantee absent from your agreement. Read each party’s rights and obligations and ask for an explanation of unclear clauses before paying or signing. Keep documents securely and verify the identity of the organisation receiving your information or payments. General content does not replace your individual contract.
18✳
Review the plan as needs change
A move, a change in health or a new family schedule can alter the support required. New needs should not automatically become tasks for the same worker without discussion. Review the situation with the person, family and relevant professionals, and ask whether current hours and skills remain appropriate. Discuss changes with the contracting party and document them through the required process. If medical care, equipment or more specialised supervision becomes necessary, seek a suitable assessment and qualified help. Do not delay a professional evaluation because an existing arrangement was designed for a different set of duties.
19✳
Plan for absence and handovers
Consider what happens when a support worker or the family member coordinating care is absent. Identify a suitable alternative who knows the essential routine, contacts and limits of the role. Check the contract for available options and do not assume an immediate or free replacement unless that is confirmed. During a temporary handover, share only necessary information and check that the new person understands responsibilities and boundaries. Agree how keys or access to the home will be managed when the person changes. A simple plan helps reduce confusion on days that do not follow the usual routine.
20✳
Address concerns respectfully
When a problem appears, identify the event, timing and desired change, then listen to the person receiving support, the worker and family members. Difficulty may result from unclear instructions, insufficient time or a change in the individual’s needs. Agree on a specific action and review date, and use the contracting organisation’s channels for matters concerning the agreement. If safety is at risk, prioritise protection and contact the appropriate person or professional for the situation. Avoid abuse or threats, respect everyone’s rights and keep important decisions in a secure record.
21✳
Manage appointments and documents within agreed limits
Some individuals want help organising a calendar or preparing a list of appointments while retaining control over decisions and sensitive information. Define what the support person may see and who is responsible for making or changing an appointment. Do not grant access to financial accounts or official documents merely because someone helps with daily tasks. Where a legal authorisation or formal procedure is needed, verify it with the relevant authority. Use clear reminders and establish who should be notified if an important appointment changes. Review access periodically and remove it when no longer required.
22✳
Discuss visits and journeys outside the home
If the arrangement includes accompanying someone to a family visit or activity, agree on the location, timing, transport and people to notify. Check that the destination is accessible and discuss any mobility support recommended by a suitable professional. If a vehicle will be used, verify the driver’s documents, insurance and whether driving is actually part of the agreed role. Companionship should not be assumed to include transport or medical intervention. Carry only essential contact information and respect the person’s choice to attend, change or decline a visit.
23✳
Respond to ordinary changes in routine
A person may prefer a quiet day, change a meal time or decline an activity they previously enjoyed. Listen to that preference and consider whether the change is temporary or should be discussed with family or a professional, without treating every difference as a problem. Set out what needs to be reported and when, and avoid offering a health interpretation without appropriate qualifications. If the family struggles to agree on the arrangement, a shared review of priorities and responsibilities can help. Flexibility and clear boundaries make a support plan more practical and respectful.
24✳
Questions that guide a decision
Which non-medical tasks are needed, and which require a healthcare professional? Who prepares and updates instructions, and how will the support person communicate with the family? What are the hours, full cost and conditions for absence or change? How will privacy and health information be protected? Request written answers where they concern the offer or contract, and discuss the wishes of the person receiving support before deciding. Answers depend on the individual, applicable rules and availability. Confirm the details with the appropriate organisation rather than assuming every arrangement works in the same way.