Poorly defined service agreements are the #1 reason aging life care managers lose clients or face scope creep that eats into margins. A solid Service Level Agreement (SLA) protects both you and your clients by spelling out exactly what you'll deliver, when, and at what cost. Let's build one that actually works for your business.
Why Aging Life Care Managers Need Written SLAs
Families hiring life care managers are often stressed, overwhelmed, or managing emotions around a parent's declining health. Without a written agreement, expectations collide fast. One family expects daily check-ins; another assumes you'll handle medication refills; a third thinks your fee covers transportation to all medical appointments.
A clear SLA eliminates guesswork and reduces the chance of disputes that tank your reputation or lead to non-payment. It's also your legal protection if a family claims you didn't deliver on promises you never made.
Core Components to Include
Service Scope List exactly what you will and won't do. Examples:
- Care coordination with doctors, specialists, and hospitals
- Weekly wellness check-ins (phone or in-person, specify)
- Medication reminders and refill coordination
- Caregiver scheduling and supervision
- Financial/legal referral planning (but not legal advice itself)
- Transportation assistance (coordinate or accompany)
- What you don't do: personal care tasks like bathing (unless you employ certified caregivers), medical nursing, or 24/7 supervision
Service Hours & Response Times State your availability. Most aging life care managers operate Monday–Friday, 8 AM–5 PM, with emergencies handled by referral to 911 or on-call services. If you offer weekend or evening availability, charge for it—typically 1.5x your base rate. Define "response time": do you answer client calls within 24 hours on weekdays? 48 hours on weekends? Be realistic.
Fees & Billing Include:
- Base hourly rate (typical range: $75–$150/hour depending on region and credentials)
- Flat retainer option (e.g., $300–$600/month for ongoing coordination)
- Out-of-pocket expenses (mileage, document copying, phone calls)
- Billing frequency and payment terms (due net 15 days, for example)
- Cancellation fees (e.g., 24-hour cancellation notice required to avoid a 50% charge)
Duration & Termination Specify the agreement length (90 days minimum to allow time to identify issues, or month-to-month). Include termination clauses: can either party end with 14 days' written notice? What happens to pending invoices?
Communication Protocol Define how the family reaches you (email, phone, client portal) and which updates they receive and how often. Monthly summary calls? Quarterly care plan reviews? Written progress reports every six weeks?
Red Flags to Address Upfront
Scope Creep Include a line: "Services outside the agreed scope will be billed hourly at [rate] and require prior written approval." This stops families from casually requesting extra work.
Liability Limits You're a care coordinator, not a nurse or personal care aide. Clarify that your role is to monitor, refer, and coordinate—not to provide medical care. Many managers add: "Client agrees that [life care manager name] is not a licensed medical professional and will not provide nursing or personal care services."
Family Disputes If multiple family members are involved, get all decision-makers to sign the agreement. Specify one primary contact to avoid conflicting requests.
Templates & Tools
Don't start from scratch. Look for SLA templates from the National Association of Geriatric Care Managers (NAGCM) or your state's aging services association. Customize them to your exact services and pricing. Have an attorney review before you use it with clients—typically $200–$400 for a document review.
Consider using a simple contract software like Docusign or Ironclad for e-signature, which timestamps agreements and keeps them organized.
Getting Discovered & Booked
Families searching for aging life care managers want to see your credentials, service details, and pricing upfront. Listing your services on Mercoly helps you get found by leads actively searching for coordinators in your area, win qualified clients faster, and sell service packages directly—cutting out referral friction.
Frequently Asked Questions
Q: Should I charge differently for phone-based coordination versus in-person visits? Yes. Phone/email coordination typically runs $75–$100/hour, while in-person assessments and meetings are usually $90–$150/hour depending on your credentials and market. Clarify this in the SLA so families know what to expect.
Q: What happens if a family asks me to do something outside my scope—like manage their parent's finances? Refer them to an elder law attorney or financial advisor and document that referral in writing. Your SLA should state clearly that you coordinate with professionals but don't provide services licensed professionals must handle.
Q: How often should I update the SLA with a client? Review and update it annually or whenever their needs shift significantly. If a family requests new services (like weekly in-person visits instead of monthly), amend the SLA, adjust the fee, and get both signatures.
Start with a clear, signed SLA today—it's the fastest way to reduce misunderstandings, protect your revenue, and build a scalable aging life care business.