Frequently asked questions

Every caregiver goes through a comprehensive screening process that includes national and state background checks, reference verification from previous employers, skills assessment interviews, and personality evaluations. We also verify all licenses and certifications. Less than 5% of applicants make it through our vetting process. We're not looking for the most caregivers — we're looking for the right ones.

We run county, state, and federal criminal background checks, sex offender registry checks, and driving record checks for caregivers who will be providing transportation. We also verify employment history and conduct reference calls with previous clients and employers. Background checks are refreshed annually for all active caregivers.

All caregivers complete a comprehensive 6-week training program before their first placement. Training covers personal care techniques, transfer and mobility assistance, dementia care basics, emergency procedures, infection control, and communication skills. After initial training, caregivers receive ongoing monthly education on specialized topics and have access to our care coordinator team for real-time support.

Every Vicino caregiver is a W-2 employee with full benefits — not an independent contractor pulled from a gig app. This is a key differentiator. As employees, our caregivers receive health insurance, paid time off, workers' compensation coverage, and ongoing training. For families, this means better reliability, accountability, and legal protection. We handle all payroll, taxes, and insurance so you don't have to worry about employer liability.

Each family is assigned a dedicated care coordinator who checks in regularly with both the caregiver and family. Coordinators conduct periodic in-home visits, review daily care notes, and are available by phone during business hours. We also have systems in place for monitoring clock-in/clock-out times and care task completion.

No. We don't have a hard minimum. We've worked with families who needed 24/7 live-in care and families who needed just a few hours twice a week. During our free consultation call, we'll talk through the situation and tell you honestly what level of support we think will actually help — not what makes us the most money.

In most cases, we can begin care within 24-48 hours of your initial consultation. For urgent situations — such as a hospital discharge or sudden change in condition — we can often accommodate same-day starts. The timeline depends on your specific needs and our current caregiver availability in your area.

Absolutely. We understand that care needs evolve. Whether you need to add hours, reduce them, or shift to different days, we'll work with you to adjust the schedule. We ask for 24-48 hours notice when possible so we can ensure caregiver availability, but we'll always do our best to accommodate changes.

We maintain a backup caregiver for every family — someone who has already been introduced to your loved one and knows their care plan. If your primary caregiver is unavailable, we'll send the backup. In rare cases where neither is available, we'll place a qualified substitute and provide a thorough briefing before their first shift.

We provide personalized quotes based on your specific situation. Factors include the number of hours needed, complexity of care, location, and whether you need hourly visits or live-in care. We don't publish rates because every family's needs are different, and we want to give you an accurate quote rather than a misleading estimate. Schedule a consultation and we'll provide a detailed breakdown.

No hidden fees. Your quote includes everything: caregiver wages, our coordination and supervision, insurance, taxes, and the companion check-in calls. We don't charge separately for initial assessments, care plan updates, or coordinator support. The rate you're quoted is the rate you pay.

Yes, we have caregivers specially trained in dementia care. They understand the unique challenges of memory loss, cognitive decline, and behavioral changes. Our dementia care focuses on maintaining routines, creating calm environments, using validation techniques for communication, and ensuring safety while preserving dignity. We work closely with families to understand the progression of the condition and adapt care accordingly.

Yes. Our caregivers can provide comfort and support during the final stages of life. We work alongside hospice teams to ensure your loved one is comfortable and that family members get the support they need. Our role is to handle the day-to-day care so families can focus on being present with their loved one.

Our caregivers are non-medical — they don't administer medications, change wound dressings, or perform clinical tasks. However, they can provide medication reminders, help with mobility and transfers, assist with personal care, and observe and report changes in condition. For medical needs, we coordinate with home health agencies, hospice providers, and your loved one's healthcare team.

The consultation is a conversation — usually 30-45 minutes — where we learn about your loved one and your family's situation. We'll ask about their daily routine, care needs, personality, and preferences. We'll also discuss your goals, concerns, and budget. There's no pressure and no obligation. By the end, you'll have a clear sense of whether we're the right fit and what care would look like.

Absolutely. We encourage it. After we select a caregiver match, we'll arrange an introduction meeting at your loved one's home. This gives everyone a chance to meet, ask questions, and make sure the fit feels right. If it doesn't, we'll find someone else — no charge, no awkwardness.

We'll find a new caregiver. The relationship between caregiver and client is everything. If your loved one isn't comfortable or the personalities don't mesh, tell us. We'll reassign without question, without charge, and without making it weird. Your satisfaction with the match is more important than our convenience.

You'll receive daily updates after every shift — a summary of meals, activities, mood, and anything notable. You can choose to receive these via text, email, or through our family portal. Your care coordinator is also available by phone for questions or concerns. We believe families should never have to wonder how things are going.

It's one of the things that makes Vicino different. In addition to your caregiver, a member of our team calls your loved one regularly just to talk. Not to check on care tasks — just to connect. They might chat about the weather, a TV show, or what's for dinner. It's a small thing that makes a big difference, especially for seniors who live alone.

Our caregivers are trained in emergency response and will call 911 immediately if needed. They'll also contact our office and your designated emergency contacts. We have an after-hours line for urgent situations. For non-emergencies that need immediate attention, your care coordinator is your first call during business hours.

We provide a full range of non-medical home care: companionship, personal care (bathing, dressing, grooming), meal preparation, medication reminders, light housekeeping, transportation, mobility assistance, and specialized dementia care. We tailor services to each family's needs — you're not locked into a package.

Yes. Live-in care means a caregiver stays in the home 24 hours a day. They're available around the clock but do need 8 hours of sleep time. For clients who need active care through the night, we can arrange overnight shifts with rotating caregivers. We'll help you determine which arrangement fits your situation.

We serve families throughout the San Francisco Bay Area, with strong coverage in San Mateo County and Santa Clara County. Our primary service areas include Palo Alto, Menlo Park, Atherton, Los Altos, Mountain View, Sunnyvale, San Jose, San Francisco, and surrounding communities. If you're unsure whether we serve your area, just ask — we may be able to accommodate you.

Three things: the team model, the employee model, and the communication. Every family gets a dedicated caregiver, a care coordinator, and our companion check-in calls — not as add-ons, but as standard. Our caregivers are W-2 employees with benefits, not gig workers. And we believe in transparency — you'll know how your loved one is doing every single day.

Because quality matters more than cost savings. When caregivers are employees, we can train them thoroughly, supervise them properly, and hold them accountable. They get benefits, which means better retention and more experienced caregivers staying with us long-term. And families are protected from employer liability issues that can arise with contractor arrangements.

Yes, with no long-term contracts required. We ask for one week's notice for cancellation so we can help the caregiver transition, but we understand that circumstances change. If you need to pause temporarily — say, for a hospital stay or family visit — we can hold your caregiver's schedule and resume when you're ready.