CAPS Communication & Stakeholder Engagement 3 — Questions and Answers
Question 1: Which of the following best describes the purpose of a post-project follow-up communication with an aging-in-place client?
- To collect the final payment balance
- To verify satisfaction, confirm usability, and address any concerns (Correct answer)
- To market additional services unrelated to the project
- To update the building permit records
Correct answer: To verify satisfaction, confirm usability, and address any concerns
Post-project follow-up ensures modifications meet the client's functional needs, reinforces trust, and allows the specialist to address any issues before they become problems.
Question 2: A CAPS specialist discovers mid-project that a structural issue will significantly increase the cost. The BEST first step is to:
- Complete the work and add the cost to the final invoice
- Stop work and immediately notify the client with a written change order (Correct answer)
- Absorb the cost to maintain client satisfaction
- Contact the client's insurance company before notifying the client
Correct answer: Stop work and immediately notify the client with a written change order
Transparency requires immediately notifying the client of material scope or cost changes via a written change order before proceeding with additional work.
Question 3: How should a CAPS specialist handle a situation where a homeowner's caregiver provides conflicting information about the client's needs during an assessment?
- Rely solely on the caregiver's input since they observe the client daily
- Disregard caregiver input and use only the homeowner's responses
- Directly interview the homeowner separately to confirm their own priorities (Correct answer)
- Document both perspectives and proceed without resolving the conflict
Correct answer: Directly interview the homeowner separately to confirm their own priorities
Directly engaging the homeowner ensures their voice is centered, avoids caregiver-driven assumptions, and upholds the principle of client autonomy.
Question 4: What is the most important reason to include photos and sketches in a client communication report for an aging-in-place project?
- To meet building code documentation requirements
- To help clients visualize proposed modifications and give informed consent (Correct answer)
- To justify higher pricing to the client
- To create marketing materials for future projects
Correct answer: To help clients visualize proposed modifications and give informed consent
Visual aids help clients — especially those with cognitive or literacy challenges — understand proposed changes and make meaningful decisions about their home.
Question 5: A homeowner with early-stage dementia wants to be involved in decisions about their own home modification. The CAPS specialist should:
- Involve only the legal guardian and exclude the homeowner from meetings
- Use clear, simple language and involve the homeowner as much as their capacity allows (Correct answer)
- Proceed without client meetings to avoid confusion
- Require a medical clearance letter before all communications
Correct answer: Use clear, simple language and involve the homeowner as much as their capacity allows
Persons with early-stage dementia often retain significant decision-making capacity; inclusive communication using plain language respects their dignity and autonomy.
Question 6: When a referral source (such as a physician or social worker) is part of the aging-in-place team, the CAPS specialist's communication should:
- Be limited to billing and scheduling information only
- Include project updates relevant to the client's functional outcomes with appropriate consent (Correct answer)
- Avoid direct contact to maintain professional independence
- Focus exclusively on construction timelines
Correct answer: Include project updates relevant to the client's functional outcomes with appropriate consent
Sharing relevant functional outcome information with referral sources — with client consent — supports coordinated care and enhances overall client well-being.
Question 7: A CAPS specialist receives a complaint from a client about a completed modification. The most professional response is to:
- Explain why the client's expectations were unrealistic
- Ignore the complaint if the work met code requirements
- Listen actively, acknowledge the concern, investigate, and offer a resolution (Correct answer)
- Refer the client to the contractor's warranty department immediately
Correct answer: Listen actively, acknowledge the concern, investigate, and offer a resolution
Active listening and a structured resolution process are hallmarks of professional client relations and often prevent escalation of disputes.
CAPS Communication & Stakeholder Engagement 3
Which of the following best describes the purpose of a post-project follow-up communication with an aging-in-place client?