What questions should a person ask when hiring a Professional Geriatric Care Manager?

*What are your professional credentials?

A care manager should have at least a Bachelor’s degree in a health-related area and/or be a licensed nurse. Certification as a case manager is preferred, as well.

*Are you a member of the National Association of Professional Geriatric Care Managers (NAPGCM)? If not, why not?

Members of the NAPGCM must have set education, credentials, certification, and experience. This should be your starting point for selecting a Professional Geriatric Care Manager (PGCM). There are individuals without appropriate knowledge, skill, and experience calling themselves care managers or "coaches" . The State of Michigan does not require licensure or certification so it is especially important to choose well.

*How many years have you been practicing professional geriatric care management?

One cannot be a member of the NAPGCM unless he/she has at least two years of supervised experience in the field of gerontology. Needs of older adults and their families are very complex and professional experience is important. Typically, the more experience in direct geriatric care management the better.

*Are there other care managers to serve as back-up when the assigned care manager is away or unavailable? If so, how many hours does this person work with you weekly or monthly in order to be knowledgeable regarding your clients?

Many care managers practice solo. Older adults need consistent support at unexpected times. If you want and/or need 24/7 assistance, it is important the care management company has more than one care manager or that the "solo" care manager has made arrangements for coverage by a well-informed and experienced colleague when he/she is not available.

*Are you available after hours and on weekends?

Older adults need consistent support and at unexpected times. High quality PGCMs, or their knowledgeable and experienced counterparts, are available to their clients and their families 24/7, 7 days a week.

*What are your fees?

Fees for services should be provided in a written agreement before service begins and be as specific as possible, so there is clarity for all involved.

*Are you licensed in your profession?

The PGCM should be licensed, if required, in his/her area of expertise.

*How do you involve the family in your care of the older adult?

While the primary client is the older adult, all others affected by his/her care needs should considered as part of the client system. Most older adults will give the PGCM permission to consult with their families, so it is important the PGCM value this relationship and be willing and able to address any problems or conflicts which are present.

*Are you affiliated with any other elder care service or company?

The PGCM should provide full disclosure regarding business, professional, or personal relationships he/she has with each recommended business, agency, or institution.

*What do you consider your area(s) of specialty or interest?

PGCMs may choose to specialize in certain client populations or services. Do any of these interests or specialties apply to your loved one?

What are the top 10 signs of quality services of

Professional Geriatric Care Management?

*Accepts the older adult as the primary client but considers all others affected by his her/her care needs as part of the client system.

The PGCM’s goal is to arrive at a solution that allows maximum decision-making autonomy for the person receiving care and for the other persons involved with or affected by these care needs.

*Fosters self-determination on the part of the older adult to live in accordance with her/her personal values and goals whenever possible.

The PGCM must attempt to involve the older person, to the greatest extent possible, in decisions that impact his/her life regardless of the determination of competence. If the PGCM should see that the older person is not competent in decision-making, then the PGCM should see that all decisions are made by the person(s) with the legal authority to do so.

*Respects the older person’s right to privacy, and when applicable, that of the client system.

The PCGM should consider all information in the client’s files confidential. The PGCM has good reason to waive confidentiality if he/she believes circumstances are life threatening or the law requires the reporting of suspected abuse or neglect.

*Demonstrates a genuine caring and non-judgmental approach toward the older person and the entire client system.

It is through the therapeutic relationship that help and/or emotional support will be received by the older adult and or the client system.

*Acts in a manner that ensures his/her own integrity as well as the integrity of the client system.

The PCGM would make a report to the appropriate authority if there is a circumstance where the integrity and safety of the older person is at risk, e.g. abuse, neglect, or self-neglect. The PGCM can appropriately refuse to accept a new case or continue in a case in which he/she believes that remaining in the situation would require compromising his/her own values, beliefs, or standards.

*Avoids exploitation of the relationship with the older person and/or the client system for personal gain.

The PGCM should avoid an inappropriate personal relationship with the older person and/or the client system that may impair their impartial judgment or lead to exploitation. The best interests of the client are always the focus of the PGCM.

*Strives to provide quality care using a flexible care plan developed in conjunction with the older person and/or client system.

A plan of care with recommendations, goals, and appropriate interventions must be flexible enough to deal with the older person’s changing status. The overall goal is to strive to assist the older person to attain the highest level of health and quality of life that is possible within his/her particular set of circumstances.

*States all fees for service in written form and discusses with the person accepting responsibility for payment prior to the initiation of services.

Fees should be charged for services rendered and presented in a clearly itemized statement. If unable to pay for care management services, the older person and/or client system should be referred to publicly supported agencies that can provide the necessary services. The PGCM does not support fee splitting or receiving referral fees from anyone providing services to the older client.

*If accepting a fiduciary responsibility the PGCM acts only within his/her knowledge and capabilities and avoids any activities that might suggest a conflict of interest.

Strict guidelines should be followed if the PGCM if in the role of "pay agent". Records of all transactions should be kept current in a format recognized by generally accepted accounting practices and should be open to inspection by appropriate parties.

*Participates in continuing education programs to enhance professional growth and development.

All PGCMs should remain current in best practices and domains pertinent to the discipline of professional geriatric care management.

*Defines his/her role clearly to other professionals.

The PGCM should act only in the roles for which he/she has appropriate skills, knowledge, and training, He/she should recommend consultations with specialists as needed.



Parts excerpted from "Standards of Practice", NAPGCM 2009 Directory of Members