Home Care Ecosystem 101: How Care Managers Support the Care Journey
Learn more about what care managers do, how they impact families, and how they work with home care
Lowrie Hilladakis
Head of Growth, Sage
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A Conversation with Traci Dobronravova from Mellie
In this interview, we talk with Traci Dobronravova, Director of Care at Mellie, about what care managers do, how Mellie supports family caregivers through virtual care coordination, and how home care agencies and care managers can partner to deliver better outcomes.
Q: Hey Traci! Thanks for taking the time this morning. I think it’d be good to get started with the most basic question…
What is a care manager? I personally didn’t know what a care manager was when I was getting started in the space.
A: Great question. Care management covers a broad range of services, but at its core, a care manager helps individuals and families navigate the care landscape. Traditional care managers are often “boots on the ground.” They conduct home safety assessments, identify needs, connect people to services, and advocate as things change – so the person is safe, well cared for, and has an improved quality of life. That’s a broad definition of care management.
Q: You said that was a broad definition; can you tell me about your “flavor” of care management? What does Mellie do?
A: Mellie’s a bit different. We’re a care management service focused on supporting family caregivers, not just the older adult. We operate virtually: we provide information, resources, and a virtual assessment; we identify programs and benefits; we educate families; and we walk them through tasks like finding a new doctor, making appointments, and filling out applications.
But we’re not the boots on the ground. We’re not the ones taking their loved one to a doctor’s appointment, so there’s a little bit of a difference there. And if they’re really in need of that level of help, that’s where we refer to local care managers. That’s not who we are.
At Mellie, we combine care management with technology through a mobile platform, which helps families stay aligned and informed. The Mellie app has two core components:
Care Plan: a resource and information hub with vetted options and next steps.
Communication & Coordination: secure document sharing, conversations, and a shared calendar – so updates don’t get lost in emails and threads.
Q: When’s the best time for families to engage a care manager?
A: There are two common entry points. First, planners – families noticing early changes and who want to prepare. We help them think through conversations, documents, and steps to take now.
Second, crisis responders – after a hospitalization, fall, or major change at home. Care managers help families ask the right questions, plan next steps, and coordinate services to enable safe transitions, especially when family isn’t local. Ideally, you build the relationship early so you know who to call when things escalate.
Q: Can care management still help during a crisis?
A: Definitely, though it depends on the situation. If family isn’t local, a traditional care manager can get into the home quickly and take the lead. In hospital transitions, we help families understand next steps: what to ask, what services need to be in place to get their loved one home safely, and how to coordinate discharge and follow-up care.
Q: You’ve been in this space for a long time. Could you share an example where you’ve felt the impact of care management?
A: There are so many. I’ve seen care managers help isolated older adults stay safely at home – addressing home safety issues, coordinating medical care, and establishing reliable support. I’ve seen families brought onto the same page, stress reduced, and services implemented smoothly. Often, when a primary caregiving spouse becomes ill, passes away, or goes to rehab, adult children need to step in quickly; care managers help navigate that shift.
Q: What qualities differentiate a good care manager from a great one? What should families look for?
A: Experience matters – knowing local resources and systems, understanding aging and dementia, and having practical communication strategies. Compassion and empathy are key.
Style matters too: some families want fast, businesslike execution; others need a slower, emotionally attuned approach. Tenacity and advocacy are essential – ask yourself, “Is this someone I’d want as my advocate?”
Q: As a national, remote service, how does Mellie connect families with local resources?
A: We have care coordinators across the U.S. Our technology suggests options, but humans do the vetting. No one pays to be in our resource library – we look for the best fit for each family. We consider things like agency model (concierge vs. more independent), staffing management expectations (hands-on oversight vs. family-led), and budget and shift structure (private hire vs. agency; shorter vs. extended coverage). We typically provide two to three vetted agency options plus guidance on interviewing and policy questions.
Q: What questions should families ask home care agencies?
A: Start with the basics:
Policies and model: shift requirements, caregiver experience levels, scheduling changes.
Communication: who to contact, escalation process, response times.
Track record: licensing/compliance, customer reviews, and how they handle inevitable challenges.
Q: What makes a good referral partner for Mellie?
A: Customer service.
Did they answer or call back promptly? Were they helpful and transparent? How did the interaction feel?
Beyond reviews and licensing, we value thoughtful engagement and follow-through. We also collect feedback from families post-referral to keep recommendations current.
Q: What are your thoughts on smaller “owner-led” home care agencies vs. larger organizations?
A: Both can be excellent. Owner-led agencies can offer concierge attention; franchises bring brand familiarity and structured processes. Even within franchises, local operations differ. The key is alignment with the family’s needs – policies, responsiveness, and expectations should match what the family wants.
Q: How do home care agencies and care managers collaborate on difficult cases?
A: The best partnerships happen when home care supervisors and care managers problem-solve together – especially with advanced dementia or high-acuity needs. Success looks like tailored activity plans beyond personal care, targeted caregiver training specific to the individual, and a shared commitment: “We’re all in this together.”
Q: And how do families actually use Mellie day-to-day?
A: It varies widely. Some families want regular touchpoints – weekly or biweekly – to validate decisions and spot emerging concerns. Others primarily use the care plan and tools, checking in as needed.
We really meet families where they are and adapt as situations change.
About Mellie
Mellie combines virtual care management with technology to empower families. Whether you need a plan, ongoing guidance, or help coordinating services, Mellie gives you a clear path and a coordinator you can reach when it matters. Got questions about Mellie? Head to www.mellie.com
About Sage
Sage is a HIPAA-compliant, AI-native home care communications platform that can save agencies up to 100 minutes of busywork per client. Sage automates notetaking during client calls, intelligently suggests follow ups, drafts editable care plans based on call data and syncs information back to your agency management system. Want to learn more? Book a demo here.
