Communication & Connection

In Progress

• For families, use annual PCP process to ask about communication preferences
• For employees, using anniversary date to ask about communication preferences
• For people supported, use annual PCP process to ask about communication preferences
• Investigate HIPAA-compliant communication apps for each group
• Send advance postcards to alert recipients to upcoming surveys
• Research other ways to share information, including current and marketplace resources

In Progress

• Include name, title, contact email, phone, headshot, short job description, and short bio
• If possible, include a short video of department/division leader
• Share chart with families in welcome emails announcing new staff
• Incorporate "automatic" ways of updating based on systems already in place

In Progress

• Create, review and implement communication policies and procedures for organization
• Create and implement notification policies and procedures for absence coverage
• Explain communication processes between The Arc and service coordinators
• Hold people accountable for timely and accurate communication

In Progress

• Identify a single point of contact in each department to serve as connection to the customer service team

Completed

• Create 1-2 new customer service positions with responsibility for intake/response to questions and concerns from all stakeholders

In Progress

• Ensure language and terminology are accessible and universally understood
• Share information about overall functions of The Arc and how they are connected
• Create a searchable document with key words for staff and families
• Share FAQ with families at PCP meetings and with employees at beginning of fiscal year

In Progress

• Address cultural communication differences and concerns about what is shareable
• Empower each employee’s strengths and identify resources to support their weaknesses
• Consider “family org charts” for staff indicating relationships/roles for each person supported

In Progress

• Host meetings for families across generations, providing opportunities to build personal connections
• Survey for what information is needed and identify experts in each area for presentation

In Progress

• Establish and document regular family communication

In Progress

• Provide connections to other people (inside and outside The Arc) for additional support

Completed

• Provide End-of-Life Training to employees, family members, and people supported

In Progress

• Invite all stakeholders to all meetings
• Record sessions and make available to all new and existing employees

Completed

• Expand Discussions with Daria to monthly sessions with other Directors as "guest hosts"
• Start with proscribed questions, then move to Q&A

In Progress

• Leverage existing opportunities, like DSP week
• Require all non-DSP employees to work one shift annually alongside a DSP
• Invite DSPs to work one shift alongside someone in a different role

In Progress

• Implement a structured process for introducing family members to new employees
• When hosting recurring events, make some in-person to build connections

In Progress

• Develop and implement a structure for sibling engagement appropriate to each life stage
• Provide future planning opportunities for siblings
• Ensure siblings are invited to and can participate in events
• Create digital resources for family members of all ages
• Brainstorm ways for siblings to remain engaged with their family member and The Arc

In Progress

• Facilitate connections between family members in the same house or day habilitation group
• Engage with families as children leave school
• Host structured and scheduled "meet and greets" for families annually
• Research and develop a formal mentorship structure for families
• Become a trusted source of information for families

In Progress

• Provide family access points to data and information and create feedback loops

Completed

• Identify technology trainings that will improve family engagement
• Identify opportunities for family members to participate in technology trainings
• Provide technology training to family members

In Progress

• Ensure families are connected to Maryland Benefits and can access information electronically
• Digitize intake applications and other documents for electronic submission & e-signatures

Completed

• Utilize communication app for Children & Youth Services to better connect families

In Progress

• Add tech for independent living to PCPs
• Create tech library at HQ for people supported and the public

In Progress

• Identify technology which improves people's connections to other people
• Provide training and support for identified technology

Completed

• Provide all DSPs with tablets having cellular and wifi connectivity
• Provide all supervisors and administrative staff with laptops

Completed

• Identify technology trainings that will improve employee performance
• Hire professional trainers to provide technology training

In Progress

• Provide all supervisors with formal SharePoint training

Completed

• Provide all employees with formal Microsoft 365 training
• Provide all DSPs with formal iPad training
• Provide all DSPs, contractors, and their supervisors with formal CIMS training