Consumer Frequently Asked Questions (FAQ)

1. What does the Public Authority do for people like me (consumers) who receive in-home supportive services paid for by the government?

The Public Authority was specifically created to assist IHSS consumers to find high quality caregivers (providers). As part of our work, we recruit and screen prospective IHSS providers. We check references and conduct three background checks. We identify the type of work, consumer and location that an applicant is most qualified to handle. We offer classes and train providers to serve consumers. Once the screening process is successfully completed, the applicant is “qualified” to be an IHSS provider and the provider’s name is listed on our Registry. As requested, we send lists of qualified providers to consumers like yourself looking for qualified IHSS providers.

2. Why should I contact the Public Authority?

As noted in the answer to Question 1 above, the Public Authority focuses on helping IHSS consumers find high quality caregivers (providers). In addition to our screening process, we carefully evaluate the match between the consumer and the provider. We only send the names of providers who most closely match your needs. After selecting and hiring an IHSS provider, we continue to provide our expertise and support through on-the-phone and in-person consultations. When issues arise between you and your caregiver, we are always available to assist you Monday through Friday from 9 am to 5 pm.

3. What if I want to hire someone and I don’t have the provider [enrollment] packet yet?

If you don’t have a provider packet at the time of hiring a provider, you should contact your Social Worker at Adult Social Services as soon as possible. Your Social Worker will send the provider packet directly to you in the mail or you may arrange to pick it up.

4. How should I divide up my IHSS hours?

Each consumer is allotted a certain number of IHSS hours per month by Adult Social Services. As noted on the Notice of Action 293 sent by your Social Worker, you have been given these IHSS hours for certain tasks at your home. You are encouraged to follow these allocations as closely as possible.

5. How should I use my IHSS hours between providers?

Because of varied needs, consumers may choose when and for how long a provider works for them on given days as long as this schedule is also convenient for your provider. Consumers are encouraged to only have IHSS providers work up to the number of hours paid by the IHSS program.

6. Who is responsible for paying for gas used to take me to my doctor appointments or grocery shopping?

The IHSS program does not provide gas money for IHSS consumers. IHSS consumers or providers are solely responsible for bearing the full cost of the gas as mutually agreed. You or your provider may bear the full cost together or alone. Whatever arrangement you reach with your caregivers, the Public Authority strongly encourages you to define the term before taking any trips by car.

7. What should I do when I feel like a provider is cheating me?

If you are concerned or have evidence that an IHSS provider is cheating you or engaging in fraudulent behavior relating to the IHSS program, we ask that you contact us immediately. The Registry was created to help consumers locate and retain high quality caregivers. We strive to ensure you have a high confidence in the quality of your home care. If we’ve referred someone to you, we want to know if something isn’t working as planned. We can investigate any problems with providers to ensure your relationship with your provider is healthy and nurturing. As warranted, we can also refer cases to the Fraud division.

8. Can I access the results of the background checks before hiring a provider?

By law, the Public Authority is not able to provide all of the results of the three background checks conducted on all people who apply to be an IHSS Provider listed on our Registry. Some of the information on the background checks is so privileged that not even the provider can access it. Other information is available to consumers if requested. Registry staff use discretion in disclosing information on background checks. The Executive Director at the Public Authority makes the ultimate decision about disclosure.

9. Can I ask a provider to stay and work more hours than would be paid by the IHSS program?

No, consumers are not allowed to require an IHSS provider to work more hours than would be paid through the IHSS program.

10. Can the Public Authority help me get more IHSS hours?

The Public Authority has no jurisdiction in the allocation of IHSS hours. The County of Marin Adult Social Services has the sole discretion to evaluate need and assign IHSS hours to consumers. The Social Worker determines the need for IHSS hours through the in-home assessment which includes discussion with the consumer and provider, and review of pertinent medical documentation. The Public Authority is not involved in this process.

11. Will the Public Authority choose a provider for me?

IHSS consumers have the sole authority to hire and fire the IHSS providers who work for them. The Public Authority recruits, screens and evaluates the IHSS provider. Once IHSS consumer hours are allocated, the Social Worker sends the Public Authority a Notice of Action 293 which outlines the number of hours and tasks available. Registry staff call the consumer to better understand the consumer’s needs. Then, Registry staff generate a list of appropriate providers and send them to the consumer. The consumer finishes the hiring process by calling referred providers, interviewing and selecting one or more.

12. What should I do if the provider and I have a disagreement?

If you have a disagreement with your provider, we encourage you to try to resolve the differences directly with your provider. If problems persist or elevate, you are invited to contact us for assistance. We can provide some guidance and even assist. If you believe you had a significant argument with a provider which leaves you feeling threatened, we ask you call one of the Registry staff or (if after hours) 911 immediately. We will work with you to ensure you are safe, resolve the issue and if needed, help you locate another suitable provider.

13. What should I do in the case of an urgent need?

Currently, the Public Authority is designing and developing a Back Up Provider System which will be a means to for IHSS consumers to find replacement providers on a short term basis. When more information is available on this program, we will send it to IHSS consumers and providers.