What is Home Hands?
Home Hands is a private-pay, non-medical in-home senior care agency serving older adults across the Greater Rochester area. We provide premium, compassionate support that helps seniors stay safe, independent, and comfortable in the home they love.

Are you a franchise?
No. We’re a locally owned, founder-led, and independently operated agency.

Are you licensed?
For non-medical companion care in New York State, a license is not required. We offer non-medical services only. However, we are fully bonded and insured for your peace of mind.

Are your caregivers bonded and insured?
Yes. All Home Hands caregivers are bonded and insured. We also carry general liability and workers’ compensation coverage to ensure every visit is safe and protected.

What areas do you serve?
We provide in-home care across the Greater Rochester area — including Fairport, Pittsford, Penfield, Webster, Victor, Brighton, East Rochester, Irondequoit, and surrounding communities.

We also serve nearby Finger Lakes towns such as Canandaigua, Bristol, South Bristol, and Gorham.

If you're unsure whether we serve your area, just ask — we’re always happy to help.

What makes Home Hands different from other agencies?
Home Hands is founder-led, locally owned, and built on a personal, hands-on approach.
We prioritize:

• Consistent caregivers, not a revolving door of unfamiliar faces
  
• Premium-quality care, with caregivers paid well above industry averages so we can attract and retain the best people
  
• Personalized care plans built around routines and preferences
  
• Close communication, with attentive support from our leadership team

Families trust us because we combine professional standards with warm, compassionate care.

Do you offer free consultations?
Yes. We offer free, no-obligation consultations so families can ask questions, understand our services, and determine whether Home Hands is the right fit.

What services do you provide?
We offer a full range of non-medical, in-home companion care services tailored to your loved one’s needs. Our support helps seniors stay safe, comfortable, and independent at home. Services include:

• Light housekeeping & tidying
  
• Meal planning, cooking, and grocery assistance
  
• Transportation to appointments and errands
  
• Companionship, social engagement, and conversation
  
• Mobility and standby assistance
  
• Safety monitoring and fall-prevention awareness
  
• Medication reminders (non-administrative)
  
• Respite support for family caregivers
  
• Laundry, dishes, organization, and routine home upkeep
  
• Wellness check-ins and general daily support
  

If there's something specific you need help with, just let us know — we build care around your loved one’s routines and preferences.

What are your minimum service requirements?
We require a minimum of 4 hours per visit.

Do you offer medical or nursing services?
No. Home Hands provides non-medical companion care only. We do not offer skilled nursing, medication administration, or medical treatments. Our focus is compassionate, non-medical support that helps seniors thrive safely and comfortably at home.

How flexible are your services?
Very flexible. Whether you need a few hours of weekly help or consistent daily support, we design a care schedule around your loved one’s unique needs — and adjust as those needs change.

Can we request specific tasks or routines?
Absolutely. Every care plan is personalized. Families are encouraged to share routines, preferences, and priorities so we can provide the most comfortable and helpful support possible.

Do you only serve seniors?
While our core mission is to support aging adults, we’re happy to assist individuals of any age who would benefit from help at home. Most of our clients are older adults who want to remain safe, supported, and independent in the comfort of their home.

Do you serve clients in assisted living or senior communities?
Yes — we offer supplemental, non-medical support for residents in independent or assisted living communities whenever additional help is needed. We work alongside community staff to provide companionship, personal routines, transportation, and day-to-day support.

Can you help someone with dementia or Alzheimer's?
Absolutely. Our caregivers are trained to provide calm, consistent companionship and gentle cueing to support daily routines, reduce confusion, and bring peace of mind to families.

We assist those with mild to moderate memory changes; however, we do not provide medical dementia care or manage advanced behavioral needs.

Who is a good fit for Home Hands?
We support older adults who want to remain at home but may need help with tasks like meals, mobility, housekeeping, transportation, or companionship. We are an excellent fit for families seeking reliable, compassionate, non-medical support.

Do you work with families as well as clients
Yes. We support the entire family — offering updates, maintaining routines, and providing dependable care so loved ones feel safe and supported at home.

How do you hire caregivers?
We carefully select compassionate, reliable caregivers through a rigorous screening process. Every caregiver completes:

• A detailed interview
  
• Professional reference checks
  
• A national background check
  
• Onboarding and role-specific training
  

Our caregivers are chosen not only for skill and professionalism, but also for kindness, patience, and the ability to build meaningful relationships with clients.

Will I have the same caregiver?
Whenever possible, yes. Consistency is one of our top priorities. We strive to build long-term caregiver-client relationships so your loved one sees familiar, trusted faces.

Occasional rotation may be necessary based on scheduling, but we keep care teams small and consistent.

What if I want a different caregiver?
Just let us know. If it’s not the right fit, we’ll make a change — no questions asked. Your comfort and peace of mind always come first.

Do your caregivers receive training?
Yes. Caregivers receive initial and ongoing training in non-medical senior care, safety and fall prevention, dementia awareness, communication, and Home Hands’ standards of care.

Do you match caregivers based on personality?
Absolutely. We match caregivers based on skills, communication style, personality, and your loved one’s routines. A strong personal match leads to better comfort, trust, and long-term success.

How do I start services?
Simply reach out to schedule a free, no-pressure consultation. We’ll listen, learn about your loved one’s routines and needs, and create a personalized care plan tailored to your family.

Consultations can be done in person or by phone/video — whichever is easiest for you.

Is there a contract?
No long-term commitment is required. Our simple service agreement can be canceled at any time with just 72 hours’ notice.

How quickly can care begin?
No long-term commitment is required. Our simple service agreement can be adjusted or canceled at any time with just 72 hours’ notice.

We believe care should be flexible and never something families feel locked into.

How quickly can care begin?
In most cases, services can begin within 48–72 hours of your initial consultation — sometimes sooner, depending on scheduling and caregiver availability.

We do our best to accommodate urgent or time-sensitive situations.

What happens during the consultation?
We’ll talk through:

• Your loved one’s daily routines
  
• Safety and mobility needs
  
• Preferred schedule
  
• Home environment
  
• Personality and caregiver preferences
  

This helps us create a care plan that feels natural, supportive, and personalized.

Can we try care before committing long-term?
Yes. Many families begin with a short schedule to see how care feels. We’re flexible, and you can adjust hours as needed.

What are your rates?
Our private-pay hourly rates are:

• $50.00 per hour for schedules of less than 12 hours per week.
  
• $45.00 per hour for schedules of 12 hours per week or more (total scheduled hours per week).

Rates are charged per scheduled hour. Rates may be updated from time to time with prior notice.

Is there a minimum visit length?
Yes — we require a minimum visit length of 4 hours per visit.

When are invoices issued?
Invoices are issued each Friday in advance for the following week’s scheduled services.

How do I pay?
Payment is collected automatically via ACH (bank transfer) or credit card on file. Cash and checks are not accepted. We use autopay for convenience, reliability, and to reduce administrative delays.

When is payment due?
Payment is due upon receipt of the invoice. If the payment method on file fails, we will notify you to update payment details. Services may be paused until a valid payment method is available or the balance is paid.

What happens if a scheduled visit is cancelled?
To avoid charges, please provide at least 24 hours’ notice for scheduled visits (unless otherwise agreed). If you cancel with proper notice, we will credit or refund any overpayment for the canceled time.

How are refunds handled?
If services are cancelled with proper notice, or if a caregiver does not complete scheduled hours, any overpayment will be credited back to the Client or refunded. Refunds are processed within six (6) business days after approval. Refunds issued to a card or bank account may take additional time to appear depending on the Client’s financial institution.

What if the caregiver arrives late or leaves early?
You will be billed only for the actual time the caregiver provides services.

Are there any other charges?
If a caregiver uses their personal vehicle for Client errands, mileage will be billed at $0.70 per mile (with prior Client approval). Parking and tolls are billed at cost and require pre-approval.

Do you accept insurance?

• Standard medical insurance and Medicare do not cover non-medical in-home care.
• We accept certain long-term care insurance (LTCi) policies and can help provide documentation and visit notes for claims. Coverage varies by policy, and the Client remains responsible for payment to Home Hands. We’re happy to assist Clients in reviewing their benefits.

Can I change my schedule or cancel?
Yes — schedules can be adjusted. Please give as much notice as possible so we can accommodate caregiver assignments. For cancellations, please refer to the 24-hour notice policy above.

Who do I contact about billing questions?
For billing or payment questions, please contact: info@homehandsrochester.com. We will respond promptly and work with you to resolve any issues.

Can you coordinate care with family or medical providers?
Yes. With the Client’s permission (and any necessary signed authorizations), we’ll collaborate with family members, care partners, and medical providers to ensure everyone is aligned and informed. This can include sharing visit notes, attending care-planning meetings by phone or video, and communicating changes in condition or routine.

Do you provide respite care?
Yes. We offer short-term respite to give family caregivers time to rest, travel, or recharge. Respite can be scheduled for a few hours, a full day, or short multi-day coverage depending on caregiver availability.

Do you provide overnight or 24/7 care?
We offer extended and overnight coverage as availability allows. For continuous 24/7 care, we typically staff a small team who rotate shifts to ensure consistent, safe coverage. Please contact us to discuss your needs so we can confirm availability and scheduling.

Can you provide supplemental support in assisted living or senior communities?
Yes. We provide non-medical, supplemental support in independent living and assisted living communities when permitted by the community’s policies. We work cooperatively with community staff to respect their protocols while offering companionship, personal routines, transportation, and errands.

Do you help with pets?
Yes. Light pet care such as feeding, short walks, litter box maintenance, and companionship with pets can be included in a care plan with prior agreement.

What if I need last-minute or urgent care?
We do our best to accommodate urgent or short-notice needs. Availability varies by location and schedule; when possible we will arrange coverage quickly. If you have an urgent request, please call us immediately so we can prioritize and coordinate a solution.

What areas do you serve?
We serve families across the Greater Rochester area and nearby Finger Lakes communities. For a full list of towns we cover, please see the Areas Served section at the bottom of this site or in the onboarding packet. Not sure if you’re in our area? Call or email us — we’re happy to help.

Who do I contact with additional questions?
For any questions about care, scheduling, or billing, please contact us at info@homehandsrochester.com or call the number listed on our website. We’ll respond promptly and help you through the next steps.