By the time you are choosing a provider, you have usually been through a lot already. There has been an assessment and a waiver, and probably a long list of names from a case manager. Then comes the tour, and it is easy to come away with a good feeling and no real information.
A friendly tour is a good sign, but it doesn't tell you much on its own. A good provider will be glad to answer the questions below directly. Where Minnesota law sets a rule, we have said what it is. That way you know what a good answer looks like, and you can tell when an answer is vague.
A note before you start. The rules quoted here come from Minnesota Statutes chapter 245D, the standards for licensed home and community-based services. Rules get amended, and every person's situation is different. Treat this as a starting point and confirm the details with your county case manager.
Licensing and fit
1. Can I see your 245D license, and which services is it for? A 245D license covers specific services. A provider may hold a license and still not be licensed for the service your family member needs. You can check this yourself. The Minnesota Department of Human Services runs a public Licensing Information Lookup, where you can search by name, city, county or license number. DHS also publishes licensing actions and maltreatment investigation memos there. If a record looks incomplete, ask your county. DHS currently notes that some newly completed documents are not posting online.
2. Which waivers do you accept? CADI, BI, DD, CAC and Elderly Waiver are the common ones. If you are not sure which one your family member has, CADI waiver eligibility in Minnesota explains the most common one for adults.
3. Which counties do you serve, and do you have an opening now? "We serve Hennepin" and "we have a room in Hennepin this month" are different answers. Ask which one you're getting.
4. Is this housing with services, or services in our own home? These are different services under Minnesota's waivers. Mixing them up is one of the most common sources of confusion. If you are not sure which you need, read ICS or Individualized Home Supports? before the tour.
The first 60 days
5. When will the planning meeting happen, and who will be there? Minnesota law sets a deadline for this. Under Minn. Stat. § 245D.071, subd. 3, the provider must hold a planning meeting "before providing 45 days of service or within 60 calendar days of service initiation, whichever is shorter." The meeting includes the person, their legal representative and the case manager, plus anyone else the person or their representative wants there. A provider should be able to tell you roughly when that meeting will be. If they can't, that tells you something.
6. How soon after that meeting will we see a written service plan? The same statute (subd. 4) says the provider must develop the service plan within ten working days of that initial planning meeting.
7. When will we get the rights notice and your policies? Under § 245D.04, the provider must give the person or their legal representative a written notice of their rights within five working days of service initiation, explain it, and do this again every year. § 245D.10, subd. 4 sets the same five-working-day window for the provider's policies on grievances and on suspending or ending services. Ask to see these before move-in, not after.
Daily life
8. What does an ordinary weekday look like here? Ask about real activities, not a brochure list. Ask who decides what happens, and how your family member's own preferences get into the schedule.
9. How do you handle visitors, phone calls and time out of the house? For residential settings, § 245D.04 protects the person's right to choose their visitors and visiting times. It also protects their right to move freely in and out of the residence, to have their mail and communication uncensored, and to use the lock on their bedroom or unit door. Read the statute for the details. A provider's answer should match it.
10. How do meals work? The same section covers three nutritious meals a day, snacks, and access to food and water. Ask how cultural, religious or medical diets are handled in practice.
11. Who handles money and personal belongings? The person has a right to access their personal possessions at any time. If the provider will help manage funds, ask how that is recorded and who can see the records.
Staff and communication
12. Who will actually be working with my family member, and how are they trained? § 245D.04 gives people the right to services from someone "competent and trained." Ask how new staff are trained, and how they learn this particular person's needs before working alone with them.
13. How will you keep the family and the case manager in the loop? Ask who your main contact is, how often you'll hear from them, and how fast you'll hear about an incident. Also ask what you'll be told and what needs the person's consent. Adults have privacy rights, and a good provider will explain where those lines are.
14. How often is the plan reviewed, and can we ask for a review sooner? Under § 245D.071, subd. 5, the provider must hold a service plan review at least once a year, or within 30 days of a written request from the person. You don't have to wait for the annual meeting if something isn't working.
If things change
15. What happens if you or we decide this isn't the right fit? People have the right to refuse or end services, and to a coordinated transfer if they move to another provider (§ 245D.04). If the provider wants to end services, § 245D.10, subd. 3a generally requires advance written notice. That is at least 30 days for most 245D services, and 60 days when the provider is delivering intensive supports and services. Ask what their termination policy says. Also ask what support they'll give during a move.
One number to keep
If you ever suspect abuse, neglect or financial exploitation of a vulnerable adult, you can report it to the Minnesota Adult Abuse Reporting Center (MAARC) at 1-844-880-1574. It takes reports 24 hours a day (Minnesota DHS). Asking a provider how they handle internal reports is a fair question too.
Where this fits in the bigger process
Choosing a provider is the last step, not the first. If you are earlier in the process, start with what to expect at a MnCHOICES assessment or our family guide to HCBS services in St. Paul. The choice of provider is yours, not the county's. It is completely reasonable to interview two or three providers and compare their answers to these questions side by side.
Ask us
Midway Homes Adult Care LLC is a Minnesota 245D-licensed provider serving Ramsey, Hennepin, Dakota, Scott, Washington, Chisago and Pine counties. You are welcome to bring this list when you call or tour, and we'll answer every question on it.
Call 612-416-8555 for a free assessment. If another provider turns out to be the better fit, we'll tell you.