Frequently asked questions

Family caregivers

Can a family member be paid to be the attendant?

Often, yes. In Primary Home Care, Community Attendant Services and Family Care, an adult child, grandchild, sibling or other relative can be hired as the paid attendant if they meet the hiring requirements. HHSC's rule is that the paid attendant cannot be the person's spouse, or a parent of a child who gets the service. In PCS for children, the paid attendant cannot be the child's parent or responsible adult. Health plan programs have their own rules; call us and we will check yours.

Can I choose my attendant?

We provide the agency option: we hire, train and supervise your attendant. You can suggest a family member or friend for us to hire if they meet the requirements, and you can tell us anyone you do not want hired. (Consumer Directed Services, where you become the employer, is a different option offered through other organizations; we do not provide it.)

Who qualifies

Who can get attendant care at home?

People of all ages who have difficulty with activities of daily living, whether or not they currently have Medicaid. Each program has its own rules; see our programs.

Do I need Medicaid first?

Not always. Primary Home Care needs full Medicaid. Community Attendant Services is for people whose income is a little too high for SSI, and HHSC checks eligibility when you ask. Family Care is not Medicaid. For people without Medicaid or a health plan, we offer private pay.

Do I need a doctor's form?

For Primary Home Care and Community Attendant Services, a doctor or other health practitioner signs a form confirming the need. For PCS (children 20 and under), a practitioner who has seen the child in the last 12 months signs a form each year. Family Care does not need one.

Can my child get care?

Yes. Children and young adults 20 and under with Medicaid can get Personal Care Services (PCS). Children with disabilities in a STAR Kids health plan get services through their plan's service coordinator.

Can someone in assisted living get these services?

Primary Home Care is for people who live at home, not in a hospital, nursing home or assisted living. If someone is leaving a nursing home or hospital, call us to plan care at home.

Hours and services

What does an attendant help with?

Bathing, dressing, grooming, toileting, eating, walking and moving around, meals, cleaning, laundry, shopping, going with you to appointments, reminders for medicines you take yourself, and habilitation (learning daily living skills). Attendants do not do nursing tasks such as injections or tube feedings, and they do not drive you places.

How many hours will we get?

It depends on the person's needs, which are assessed. In Primary Home Care, Community Attendant Services and Family Care, the limit is 50 hours a week (42 for priority status). Services are available 7 days a week.

What if my attendant is sick or on vacation?

We arrange backup care. Depending on the case, that can be another attendant who already knows your care plan, a backup provider we have an agreement with, or a family member if you agree to it.

Is there a waiting list?

Family Care can have a waiting list when funds run short. For STAR+PLUS HCBS, people who get SSI or full Medicaid do not go on the interest list; others can add themselves at 844-438-5658.

Health plans and agencies

Do you accept my health plan?

We work with HHSC, TMHP and the health plans Driscoll, Molina, Superior, UnitedHealthcare and Wellpoint. For people without Medicaid or a health plan, we offer private pay. To see which plans serve your county, see our service area.

Which counties do you serve?

47 counties in South Texas, from the Rio Grande Valley and Laredo to Corpus Christi, San Antonio and Del Rio. See the full list and map.

Can I choose or change my home care agency?

Yes. You have the right to choose your agency. If you have a health plan, tell your service coordinator which agency you want; if your services come from HHSC, tell your caseworker. You can also call us and we will explain the steps.

How do I choose or change my health plan?

Call the Texas Enrollment Broker Helpline at 800-964-2777 (STAR+PLUS) or the STAR Kids Helpline at 877-782-6440. You can change plans at any time; it usually takes 15 to 45 days. See How Medicaid pays for home care.

Getting started

Does it cost anything?

There are no copays for covered Medicaid services: Texas Medicaid rules say providers cannot require clients to pay for covered services. For private pay (for people without Medicaid or a health plan), we explain the cost before care begins.

How soon can care start?

It varies. If you are transferring from another agency, care can start in as little as one day. New cases usually start in 1 to 3 days, and some take up to 2 weeks, depending on approvals from HHSC or your health plan.

How do I start?

Call us at (956) 720-4490 or text (956) 720-0295. If you have a health plan, you can also call your plan and ask for a service coordinator. To apply for Medicaid, use YourTexasBenefits.com or call 2-1-1.

Where can I file a complaint?

You can tell us, or contact HHSC Complaint and Incident Intake at 1-800-458-9858. See records and complaints for all the ways.

Jobs

What do I need to work as an attendant?

You must be 18 or older and pass the criminal history and registry checks Texas requires. See Work with us.

Sources: HHSC Community Care Services Eligibility Handbook (2026 revisions), HHSC STAR+PLUS and STAR Kids handbooks, HHSC Consumer Directed Services FAQ (rev. 02/2026), Texas Medicaid Provider Procedures Manual (Oct. 2026, incl. the Managed Care Handbook on client rights). Start times and backup care: Heavenly Care PHC Services.