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Strategic Planning

Communication & Connection

Communication, especially for families, is a priority, with a focus on building connections which enhance interaction and provide valuable information.

Goal 1—Enhance communication between and among people supported, their families, and our team

Click here to jump to Goal 2

Objective 1—Create a customer service department to address questions and resolve issues

Click on any purple text to learn more about the recommended tactics that will be used to reach this goal.  Black text does not yet have tactics.

  • Identify effective communication methods
    • 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
  • Create shareable org chart with contact information
    • 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
  • Create communication protocols and procedures
    • 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
  • Develop team of employees to serve as POC
    • Create 1-2 new customer service positions with responsibility for intake/response to questions and concerns from all stakeholders
    • Identify a single point of contact in each department to serve as connection to the customer service team
  • Create FAQ for each department or division
    • 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
Objective 2—Improve communication satisfaction
  • Train all employees on interpersonal communication
  • Host biannual information sessions for stakeholders
  • Ensure employees have dedicated time to connect with families
  • Become a trusted source of information for families and community
Objective 3—Create new opportunities for people to connect personally
  • Expand Discussions with Daria
    • Expand Discussions with Daria to monthly sessions with other Directors as "guest hosts"
    • Invite all stakeholders to all meetings
    • Start with proscribed questions, then move to Q&A
    • Use breakout rooms to address specific topics
    • Record sessions and make available to all new and existing employees
  • Provide ways for all employees to interact with people supported
    • 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
    • Create training for all staff, led by self-advocates, on engaging with people who have IDD
    • Provide training to support DSPs being more than caregivers
  • Humanize interactions by being people first, provider second
    • Implement a structured process for introducing family members to new employees
    • When hosting recurring events, make some in-person to build connections
  • Identify opportunities for sibling engagement
    • 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
  • Create support systems and mentoring between families
    • 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

Goal 2—Reimagine using technology to support better connections

Click on any purple text to learn more about the recommended tactics that will be used to reach this goal.  Black text does not yet have tactics.

Objective 1—Pilot groups of family members to enhance understanding/use of technology
  • Create ways for families to access information
  • Offer technology trainings
  • Train employees and families on using technology
Objective 2—Pilot groups of people supported to enhance understanding/use of technology
  • Ensure tools are provided which meet people's needs
  • Measure impact of technology connections

C&C Group 1—Calixta Benitez, Beth-Ann Carter, Jean Hamilton, Kim Hope, Michele Kirkpatrick, Lori Krolikowski, Kim Njowusi, Lauren Peirce.

If you would like to join a Strategic Plan work group, please contact Deborah Mark, DeborahM@arcmontmd.org or 301.984.5777 x1245.

Progress as of July 2023
Phone 301.984.5777
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