North Carolina In-Home Care: Frequently Asked Questions

General FAQ

  • We provide non-medical in-home care services including personal care, respite care, companionship, light housekeeping, meal prep, medication reminders, and more.

  • Yes. We accept North Carolina Medicaid, including CAP/DA and CAP/C waiver programs.

  • Yes. We welcome private pay clients. Services are customized based on your needs while remaining within non-medical care guidelines.

  • In addition to North Carolina Medicaid, we accept other approved insurances. Please contact us to confirm your eligibility.

  • No. All inquiries must be submitted through our form or by phone. A team member will follow up within 72 business hours to coordinate your consultation.

  • Submit an inquiry on our website or call our office during business hours. We’ll schedule an in-home assessment to develop a care plan.

  • PCS (Personal Care Services) provides routine daily care. Respite care is short-term relief for primary caregivers, available evenings, weekends, and holidays.

  • We serve Charlotte, NC and surrounding areas. Availability may vary based on caregiver staffing.

  • Timing varies based on care approval and staffing. Once your assessment is complete and documentation is approved, care typically starts within 7–10 business days.

  • Our office is open Tuesday through Friday, 10 AM – 3 PM. We are closed Mondays, weekends, and holidays.

  • We respond to all inquiries within 72 business hours.

  • Yes! We are always accepting applications from qualified PCAs, CNAs, and experienced non-medical caregivers.

  • Visit the Employment page on our website or email apply@luxhomecare.org to express your interest.

  • You can call us at 704-718-0328 or email inquiry@luxhomecare.org during business hours.

  • Weather conditions can directly impact staffing and the ability to provide timely services. Since weather can vary greatly across different areas of Charlotte, one side of town may experience clear skies while another is affected by heavy rain, thunderstorms, or snow. Monitoring the weather allows us to proactively communicate with staff and clients, adjust schedules as needed, and ensure the safety and consistency of care during inclement conditions.

  • Home healthcare refers to skilled medical services provided by licensed professionals such as nurses or therapists, often under a doctor’s order. These services can include wound care, administering medications, physical therapy, or post-surgical care.

    Non-medical home care, on the other hand, involves assistance with daily living activities such as bathing, dressing, meal preparation, light housekeeping, and companionship. These services are typically provided by trained aides or caregivers and do not require a medical license.

  • For Medicaid beneficiaries only, when switching to a new agency, you must contact NC LIFTSS directly. LIFTSS stands for Linking Individuals and Families to Services and Supports, and they will assist with your transfer process.

    • Toll-Free Phone: 833-522-5429

    • Fax: 833-470-0597

    • Email: NCLiftss@acentra.com

    • Hours: Monday through Friday, 8 AM to 5 PM

    Please note: Their office and call center do not receive visitors.

    If you have immediate needs or questions, call their direct line at 919-568-1717 for assistance.
    The transition to a new agency can take anywhere between 1 and 10 calendar days before services begin.

  • We provide services within a 90-mile radius within the state of North Carolina only. Although you may live close to our office on the South Carolina side, we are unable to provide services for individuals with South Carolina Medicaid at this time

  • Our office is closed on all federal holidays. However, services may still be provided based on caregiver scheduling and client needs. We also have an on-call supervisor available at all times, including holidays, so if you need assistance, you can contact the on-call supervisor for support.

For Applicants

  • Applicants must have:

    • A valid CPR certification (renewed every 2 years)

    • A current Bloodborne Pathogens Certificate (renewed annually)

    • A valid government-issued photo ID

    • Any relevant caregiver credentials (CNA, PCA, etc.) Our Nurse Supervisor is a licensed CPR instructor and offers on-site CPR training as needed.

  • Yes. We offer onboarding training, in-service refreshers, and field nurse supervision. CPR certification can be completed on-site during the hiring process if needed.

  • We provide flexible scheduling options, but shift availability is based on client needs and care plan authorization.

  • We hire in Charlotte, NC and surrounding areas. Assignments depend on your location, availability, and client compatibility.

  • Once your paperwork, background check, and required documentation are complete—and you finish onboarding—you may begin work within 7–10 business days based on client demand.

  • Yes. A current tuberculosis (TB) test is required and must be renewed annually. Documentation must be submitted as part of your employee file before any client assignments.

  • Yes, caregivers are required to wear scrubs. Wearing scrubs maintains a professional appearance, ensures easy identification as a healthcare provider, and promotes hygiene while caring for clients. 

  • Yes, we have an on-call supervisor available to assist with emergencies, schedule changes, and any urgent matters that may arise during your shifts.

  • Your safety is our top priority. If a client becomes physically aggressive or threatening, immediately remove yourself from the situation if possible and contact the on-call supervisor or nurse supervisor right away to report the incident. If you feel you are in danger, call 911 first, then notify the supervisor as soon as you are safe.

  • While we consider your preferences and compatibility, caregiver assignment is based on availability, qualifications, and care requirements.

  • Yes, all of our caregivers undergo a thorough background check and reference screening to ensure they meet state compliance requirements. We use CenturyLink for background checks and the Office of Inspector General (OIG) U.S. Department of Health and Human Services Exclusions Database. To verify personnel, we also use the North Carolina Department of Health and Human Services – Division of Health Service Regulation’s Health Care Personnel Registry.

  • Absolutely. Care plans are reviewed regularly by our nurse and can be adjusted to fit changing needs.

  • We provide personalized support for children and adults with developmental or physical disabilities, including autism. Each care plan is tailored for safety, consistency, and sensitivity.

  • If your regularly scheduled caregiver becomes unavailable, our team will notify you promptly and make every effort to provide a qualified substitute caregiver.

    Caregiver assignments are based on your specific level of care. For example, if your care plan requires a Certified Nursing Assistant (CNA), we will prioritize finding a replacement who meets that same level of qualification. However, if we are unable to secure a substitute caregiver who matches the required level of care for your case, services may be temporarily paused for that day in order to ensure your safety and maintain compliance with care standards.

    Please rest assured, our scheduling and care coordination teams work diligently to minimize service disruptions. We continuously monitor caregiver availability, prioritize urgent needs, and maintain open communication with you or your designated contact in such situations.

  • If you are admitted to the hospital, your home care services will be suspended during your inpatient stay. Once you are discharged, it may take 24 to 48 hours for services to be reinstated. Our nurse will need to complete a new assessment and create an updated plan of care based on your discharge instructions before services can resume.

  • If you are receiving services through Medicaid (CAP/DA or CAP/C), please know that your case manager is your direct point of contact for authorizations, service reinstatements after hospitalization, and supply requests. We are a third-party provider. The process flows from the state to your case manager, and then to us as your home care agency. Your case manager receives approval from the state and sends us the authorization. Therefore, you must contact your case manager first for these needs, as we cannot proceed without their communication and approval.


    Disclaimer: Many of the questions and answers provided on this page are specific to services covered under Medicaid programs, such as PCS, CAP/DA, and CAP/C. Policies, procedures, and requirements may vary for private pay clients or other funding sources. Please contact our office directly if you have questions about your specific situation.

For Potential Clients

Difficult Scenarios FAQ

What happens if I experience a no-show or late caregiver?

While we work hard to prevent this, unexpected situations can happen. Clients or families are responsible for contacting the on-call nurse supervisor immediately to report a no-show or delay. Her direct contact information is provided during intake and should be kept accessible at all times.

What if I’m unhappy with my caregiver?

We want all clients to feel safe, comfortable, and respected. If you’re unhappy with a caregiver for any reason, please reach out to the office or the on-call nurse supervisor. We will promptly reassess the situation and make necessary adjustments.

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