FreedomCar CONNECT Brings Concierge-Style Support to Older Adults and Their Families
FreedomCar, Baltimore’s trusted transportation company for more than three decades, has expanded its mission with the launch of FreedomCar CONNECT™, a personal concierge service designed to help older adults maintain independence while easing the logistical burden often placed on families.
CityBiz spoke with Mark Thistel, Founder of FreedomCar, and Debbie Kennison, Client Advocate for FreedomCar CONNECT, about how the service works, what makes it unique in the Baltimore region, and how it supports both quality of life and peace of mind.
FreedomCar CONNECT™ is a unique offering in the Baltimore area. How do you describe the service to someone hearing about it for the first time?
Mark Thistel: FreedomCar CONNECT is an elder-care concierge service. We meet regularly with our clients to assess needs, establish goals, and line up the resources required to meet those goals. The purpose is to promote independence while reducing the management burden placed on older adults and their grown children.
Debbie Kennison: At its core, CONNECT is a weekly visit and concierge service for seniors. I meet face-to-face with clients for about an hour each week to check in, talk through questions or issues, and either resolve them on the spot or research solutions and bring options back. That consistent, personal connection is central to the service.
What does the initial in-home assessment look like, and what are you listening for during those first conversations?
Mark Thistel: The initial assessment is a complimentary 90-minute to two-hour meeting involving the client and as many family members as wish to participate. We use a detailed questionnaire designed to identify needs, goals, and pain points. It encourages open conversation and covers both practical concerns and wellness-related topics. By the end, we have the foundation for a clear report and action plan.
Debbie Kennison: The questionnaire helps guide a thoughtful discussion about mobility, health, the home, finances, and overall quality of life, while leaving room for open-ended concerns. People often call us about one specific issue—snow removal, a medical alert device, or technology questions—but the assessment helps uncover other ways we can support them and builds trust for an ongoing relationship.
How does FreedomCar CONNECT help adult children reclaim quality time with their parents?
Mark Thistel: Adult children want to be sons and daughters, not managers. Parent-child relationships carry emotional complexity that can make difficult decisions harder. Parents are often more receptive to guidance from an impartial professional whose role is to advise and support. CONNECT removes that emotional burden so families can focus on enjoying their time together.
Debbie Kennison: Often the biggest obstacle is lack of information or energy. I provide both. When issues arise—medical devices, appointments, logistics—families can hand them off to me. That allows visits to be about connection rather than problem-solving.
What kinds of tasks or coordination do you manage on a weekly basis?
Mark Thistel: It can be anything from resetting a TV remote or troubleshooting email to discussing long-term care insurance decisions. We help with appointments, home maintenance, food management, social engagement—whatever helps someone stay ahead of potential problems.
Debbie Kennison: The in-person visit is critical. I can visually assess how a client is doing and notice changes. Some weeks we tackle a problem; other weeks we review calendars, talk, or even play a game. Each visit is different, but the consistency is what matters.
How does FreedomCar CONNECT support independence while still providing meaningful help?
Mark Thistel: True independence means recognizing vulnerabilities and addressing them proactively. Staying ahead of issues prevents crises and avoids placing undue strain on family members.
Debbie Kennison: For many clients, independence means not having to do the tasks they find frustrating or overwhelming. I handle phone calls, research options, coordinate services, and remove obstacles so clients can focus on living well.
FreedomCar has a long-standing reputation for trust and reliability. How does that legacy carry over into CONNECT?
Mark Thistel: For 35 years, FreedomCar has been built on relationships and reliability. CONNECT grows naturally from that culture. Our infrastructure allows us to deliver on promises of accessibility, responsiveness, and trust.
Debbie Kennison: Mark often says FreedomCar’s mission is delivering grace. CONNECT does the same thing—just through life concierge services rather than transportation.
How does FreedomCar CONNECT support not just longevity, but quality of life and “joyspan”?
Mark Thistel: We love the concept of joyspan. Our mission is to help clients experience joy deep into later life by focusing on adaptation, learning, giving, and connection—goals that must be revisited continually as we age.
Debbie Kennison: Change is hard. I help smooth the journey by researching options, answering questions, and following through. That support helps people stay in control of their lives while navigating new challenges.
What makes FreedomCar CONNECT different from traditional senior care services?
Mark Thistel: There are very few true concierge services for seniors in this region. CONNECT benefits from FreedomCar’s established infrastructure, allowing us to deliver high-quality service without prohibitive costs.
Debbie Kennison: CONNECT is about empowerment, not care tasks. We remove obstacles, provide information, and facilitate solutions so people can live fuller lives.
For those hesitant to ask for help, what would you want them to know?
Mark Thistel: Start early. Decisions made in crisis are rarely the best ones. Having support in place before it’s urgent makes all the difference.
Debbie Kennison: Most clients are doing “just fine,” but small issues start to feel heavy. Weekly visits provide connection and help with the little things that can quietly wear people down.
What do you personally find most rewarding about your roles?
Mark Thistel: I’m a grown child myself. If we can relieve families of management burdens and allow parents and children to simply enjoy one another, that’s the greatest gift we can offer.
Debbie Kennison: Solving problems—especially the small ones—can lift a huge weight. When clients feel empowered and families feel reassured, the atmosphere changes. It feels lighter, and that’s incredibly rewarding.
For more information, visit www.freedomcarconnect.net