Building Trust in Home Care

ComForCare Mercer is a family-owned home care business built from lived experience. The Mercer County, New Jersey location has been owned and operated for 15 years by Mike Durkin, alongside his wife and son.

Durkin did not enter the home care industry through formal training or corporate planning. He entered it out of necessity. While trying to find reliable help for elderly family members, he saw first-hand how confusing and frustrating the process could be.

“We were just trying to help our own family,” he says. “And it shouldn’t have been that hard.”

That experience shaped his career and the business that followed. From the start, Durkin focused on non-medical home care that allows elderly people to age at home with dignity. Services include 24/7 care, live-in care, and overnight care.

His leadership style is practical and direct. He believes in answering the phone, staying accessible, and solving problems as they arise. ComForCare Mercer works closely with families, hospitals, rehabilitation centres, assisted living communities, and elder care attorneys.

Durkin is known for his focus on caregiver matching. He believes care only works when the right person is placed with the right client.

“Skill matters, but personality matters just as much,” he says.

Over time, ComForCare Mercer has built a reputation based on consistency rather than growth targets. Durkin’s career reflects a steady commitment to service, patience, and trust. His work continues to centre on one idea: good care starts with listening.

Interview: ComForCare Mercer on Building Trust in Home Care

Q: How did your career in home care begin?

It started with our own family. We were trying to find help for elderly relatives and kept running into the same issues. Calls not returned. Unclear expectations. It felt harder than it should have been.

That experience stayed with me. I realised families shouldn’t have to struggle like that when they are already under stress.

Q: What led you to open ComForCare Mercer?

I wanted to fix the problems we experienced. Not in theory, but in practice. We opened the Mercer County location as a family business. My wife, my son, and I are all involved.

From day one, we focused on being present. If someone calls, we answer. If something goes wrong, we deal with it directly.

Q: What were the early challenges?

Matching caregivers to clients was one of the hardest parts. Home care is personal. You’re entering someone’s home. If the fit isn’t right, it shows quickly.

We had situations where clients were unhappy at first. Not because the caregiver was bad, but because it wasn’t the right match.

Q: How did you address that problem?

We built a stronger caregiver base and spent more time understanding both sides. Personality, routines, communication style. Those things matter.

I remember one client who was dissatisfied early on. We listened, made a change, and found a better fit. That relationship ended up lasting years.

Q: How would you describe your leadership approach?

I don’t believe in running this business from a distance. Leadership in home care means being available.

“If something happens at night, you don’t want voicemail,” I always say. “You want a person.”

That applies to families and caregivers. People need to know someone is there.

Q: How has the home care industry changed over the years?

Demand has increased. Families are more stretched. There’s also more confusion around what quality care looks like.

Oversight isn’t always clear. That can put elderly people at risk. I’ve spoken publicly about the need for better standards because I see the impact daily.

Q: What keeps you focused after 15 years?

The people. Every situation is different. Every family has a story.

You learn patience in this work. There are no quick fixes. You earn trust by showing up again and again.

Q: What defines success for you now?

Knowing people feel supported. Knowing they can stay in their homes longer. Knowing they can reach someone who listens.

This business isn’t about growth charts. It’s about doing the work properly.