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Happy Holidays From Your Quality Assurance Department!

by Information & Resources

December ushers in the holiday season including Christmas, Kwanzaa, Hanukkah and the New Year. This is often a time of reflection as we contemplate our successes and challenges over the last year. If we could sum up 2024 in a few words, it would be a ‘year of change’. Services for people with IDD went through large scale changes in this last year.

  • Case Management Redesign required Colorado case management agencies to provide case management to all 10 Home and Community Based Service (HCBS) waivers as a means to simplify access to long-term services and supports. Within case management redesign, the Community Center Boards (CCB’s) were also transitioning to conflict free casement in which they could no longer provide both case management and direct services. This year the last 2 cohorts of Case Management Agencies (CMA) transitioned.

 

  • Colorado Department of Public Health and Environment (CDPHE) abbreviated surveys: CDPHE spent this year conducting abbreviated surveys to catch up on several years of backlogged recertification visits to Program Approved Services Agencies (PASA’s). We had our recertification visit in April.

 

  • Updated/ New Regulations with the changes in Case Management Redesign came the need for the state to revise current regulations to align with the change to CMA’s. While the last minor revisions are going through final approval with the Medical Services Board, these updated regulations include changes for PASA’s.

 

As we look ahead to 2025, our system will have a few more large-scale changes.

  • NEW Person-Centered Support Plan (PCSP) & Colorado Single Assessment (CSA) tool to replace the current service plan (SP) and ULTC 1002. assessment. The new PCSP continues to outline the HCBS and long-term services and supports a person is receiving but the revised plan will be more person-centered and ensure better coordination of services. The new assessment will be a universal tool applicable to all people receiving HCBS services. Both tools will be implemented in 2025, HCPF is exploring a slow rollout and updates to the timing will be provided.

There was a lot of change this last year and our system is slated for more changes in 2025. Thank you for supporting the people we serve through all these changes. If you have questions or need assistance don’t hesitate to reach out, we are here to support you.

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Host Home Provider of the Month

by Information & Resources

Please join us in congratulating Nancy for Host Home Provider of the Month! The following details were provided by her Residential Program Coordinator-

I would like to nominate Nancy Rogers-Fleming for host home provider of the month! I have been working with Nancy for about three years now, and it’s truly been a privilege! I remember my first time meeting Nancy and PRS Amy, was while I was shadowing another RPC.  It had been maybe the 2nd or 3rd visit I had shadowed, and I was nervous jumping into my new role. Nancy, however, was very quick to make me feel comfortable and welcome.  She took the time to tell me little details about Amy, the things she liked, disliked, activities she was participating in, shared photos, etc. This was especially important to me, because it allowed me to get to know Amy who’s nonverbal a lot quicker than I could have ever imagined, but also gave me a glimpse into the type of provider Nancy is.

Nancy has been a provider to Amy for 12 years, and as you can imagine Amy is a very important and loved member of Nancy’s family. This is very evident through the family tradition they have started together. One of my favorite traditions they’ve shared with me has been raising caterpillars every year and releasing butterflies on Mother’s Day. Amy looks forward to this every year and it’s a very special moment her and Nancy share together.

Nancy does a phenomenal job making sure Amy is heard and her needs are met. Whether that be through encouraging her to communicate through her DynaVox, ASL, or simply her body language and facial expressions. Nancy always ensures she advocates for Amy and provides unconditional love, support, and quality care. She is a provider that genuinely cares for the PRS in her home. Nancy has also assisted DM2 with respite needs have been very difficult to fill. Allowing other HHPs to receive much needed breaks, all the while providing excellent care for the PRS. Nancy has provided an individual she frequently respites for with an additional home he feels comfortable in, which has not been an easy task.  We truly appreciate her dedication and hard work, thank you for being such an amazing provider and someone we know we can count on!

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Michael’s Kitchen Renovation

by Information & Resources

Michael’s recent renovation has been deemed a success! Michael was happy to share his story with his team, Nate and Samantha.

Michael got some awesome home renovations this year! He got his cabinets and countertops remodeled. He advocated for his preferences and got exactly what he envisioned. With these renovations, Mike achieved one of his biggest home improvement goals!

Here are a few before and after photos!

Before:

 

 

 

 

 

 

 

 

 

And after:

 

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Ray Succeeds With New Job and Driver’s License

by Information & Resources

Ray has had an eventful couple of months working towards two big goals. He got his driver’s license and a new job as a crossing guard.

Rays’ mom reports that he looks proud and happy in his bright crossing guard vest as he gets to work around one of his favorite things in the world- buses. He enjoys helping the kids cross the street, getting to be part of one of the most important public transportation systems in America, and having a flexible schedule to make it to his Smash Bros tournaments. When asked he said he wouldn’t rule out being a bus driver one day – especially now that he has his license.

Getting his license was the easy part he says, passing his mom’s driving lessons was not. Although he can drive himself now, he is not done with buses. His dream car would be for everyone to use the public transportation system so that it can expand and be taken everywhere. (If he had to pick it would be an RV because of the nice amenities). He especially likes the MAX bus in Fort Collins.

Congrats again, Ray, for reaching these major milestones!!

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Intake Team End of Year Updates

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Hello and thanks for reading from the Intake Team! As mentioned in the newsletter, the Intake Team still consists of Brian, Cindy, Kristin and Cathy. This is the most seniored team at the agency. Cindy has been with us for 23 years, Kristin 22 years, Cathy 7 years and Brian 5 years. We’re excited to share some updates and plans for the upcoming year!

First, the team wants to get reconnected to case managers, as turnover in 2024 reached an all-time high. We Look forward to building new relationships and partnering with Case Managers in 2025. As you know, relationships in the field are so important. We are eager to meet some new faces and learn from other folks that have been in the field as long as we have!

We also continue to attend provider fairs. We had great success the last few months, getting to know new families on the DD waiver. We love connecting with community partners and learning more about new Case Management Agency (CMA) Processes and procedures.

On this note, did you know that Cathy recently joined the Community Advisory Committee for the Weld County CMA? She meets quarterly with the team to review complaints, review and improve processes and procedures regarding Weld County Case Management and to ensure that waiver transfers from one county to the next have been expedited in a smooth and seamless manner.

Last but not least, Cathy also implemented billboards in Greeley, Fort Morgan and Sterling. Keep an eye out for our advertising! And feel free to let us know if you’ve seen our materials anywhere recently!

We thank you again for choosing us as your agency. Please continue to keep us in mind for DD placement needs by emailing Intake@supportinc.com with any potential leads.

Thanks again and take care.

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Walk for Northern Colorado Down Syndrome Association

by Information & Resources

Support, Inc. recently joined a walk in Windsor hosted by the Northern Colorado Down Syndrome Association. Brian and Cathy first met Lori and Melinda at the respite retreat hosted by the newly rebranded ARC of Northeast Colorado back in July. What a nice coincidence to share a table at this gathering- the conversations they had together led Support, Inc. to host a booth at the walk earlier this month.

Cathy had a great time meeting new families and connecting with community partners. The Resource Fair allowed for members to learn more about the agencies in the area as they pertain to Down Syndrome. Cathy met a few new providers and relayed her contact information to anyone needing additional information on the DD waiver.

The best surprise of all was hearing Jillian Ball give her speech! Jillian is a current Person Receiving Services with Support, Inc. and such a wonderful keynote speaker. She will have you laughing and crying in one sitting. It was truly a pleasure to hear her address the crowd and we hope to catch her around again sometime soon!

Thanks again to the Northern Colorado Down Syndrome Association for allowing us to share a space with you during the walk recently. We greatly appreciated the opportunity to connect with community members and hope to join again next year!

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Finance Department Updates

by Information & Resources

The Finance Department: 

Greetings from the Finance Department! We are excited to introduce a new team member and provide an update on HHP payments and some projects we are focusing on. 

New Team Member: 

Please welcome Amy Baum, our new Office Manager. She joined Support, Inc. this month! “I am a Colorado native and mom of two wild teenage boys. I come from a large roofing Company where I worked as the assistant production manager for both our residential and commercial projects. I am new to the health care industry but am very excited to learn the ins and outs. When not at work, I enjoy being outdoors camping, or fishing. I have been blessed to travel to Kauai for the last several years and look forward to that trip over and over again.  I have a very spoiled English Bulldog, Chance, who also got to see Kauai our last trip there.  

  

I am very excited to join the team and look forward to working with everyone!” Swing by and meet Amy at the Aurora office. Amy is providing many of the same supports that her predecessor, Tammy, did. Answering your questions or directing concerns to the right department is just one important part of what she does. We are so happy to have her on our team, ensuring we provide the level of customer service we pride ourselves on. 

Final Update Moving Host Home Provider Payments to ADP: 

The transition to ADP for HHP payment is complete and has been in effect for about 3 months now. With this transition HHPs can access their personnel files, pay stubs, see and update their contact information or direct deposit information through a secure online portal. Vicki Stroud from HR lead a training to help familiarize HHPs with ADP and a video of the training is available upon request. Any questions HHPs have regarding the training or ADP payments can be directed to hradmin@supportinc.com 

We on the finance team want to give a huge thank you to the whole of HR and the Residential team who were instrumental in making this transition a successful and smooth one. 

The Remainder of 2024 for the Finance Team:  

With the end of the year rapidly approaching we are focused on optimizing our billing across the Support Network, automating and expanding the reporting available to upper management, chipping away at the denied claims list and eligibility challenges presented by the case management redesign and state system issues and preparing for the 2025 tax season. 

 

Common Question Topics for Finance and Where to Direct:   

Host Home Provider Payments – hradmin@supportinc.com 

FCG-IC Payments – accountspayable@supportinc.com 

FCG, Employee, and HHP Pay History – Can be found in your ADP Portal under “Myself”- “Pay”- “Pay & Tax Statements” 

Bill.com Questions/ Payee Account Set up – accountspayable@supportinc.com 

Verification of Income/Employment Requests for FCG-ICs – accountspayable@supportinc.com 

Verification of Income/Employment Requests for HHP – hradmin@supportinc.com 

Verification of Income/ Employment Requests for Employees or FCGs – hradmin@supportinc.com 

Medicaid Redetermination Questions – Lily.kirkman@supportinc.com 

Social Security Benefits & Paperwork Requests – Lily.kirkman@supportinc.com 

Cigna and Other Insurance Benefits Questions – hradmin@supportinc.com 

  

How do I update my direct deposit information? 

  • If you are set up with an ADP account, Log into ADP, under “Myself” – “Pay” – “Payment Options” from there you can add or edit the bank information we have on file. 
  • If you are not set up with an ADP account, e-mail accountspayable@supportinc.com . Please include your support team in case we need to contact you with any further questions. 
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Missy Enjoys a Birthday Trip

by Information & Resources
Sometimes we like to share positive stories, highlighting the relationships between the providers and the people they serve.
In early September, one of our individuals receiving services, Missy, told her HHP Genet that she would like to go on a trip to celebrate her birthday. They talked about where they should go, and Missy said she wanted to go visit some friends from church who had recently moved to Dallas and visit Genet’s daughter who also lives there.
Genet made all the arrangements, and they had a wonderful time visiting friends and family. They also made day trips to historical sights and local attractions.
Happy Birthday to Missy! One of her most valuable gifts is her amazing HHP Genet who does everything she can to make Missy’s wishes come true!!
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Nurse Team Updates

by Information & Resources

Hello and Happy September to everyone! We recently restructured the Nurse Team following Morgan’s departure. As Brian Farestad (VP of Operations) mentioned earlier this summer-

I wanted to take a moment to acknowledge that Morgan Struck will be stepping down from her role as Associate Director of Nursing, so she can focus on completing her degree. Over the past five years, Morgan has been instrumental in the development of the Nursing team, as well as the overall growth and success of Support, Inc. as a whole. Truly a “People Helping People” person, Morgan always demonstrated a true passion for serving our individuals. Her undeniable knowledge and skill as a nurse, her ability to think strategically and turn vision into reality, her strong work ethic and willingness to go above and beyond, and unique blend of humor, kindness, and ferocity, will be missed.

Morgan’s last full-time day at Support was July 1st. Danyelle Grajeda took over as the manager of the Nurse Team and we are happy to share some additional updates with the organization.

Erin Gordon, a strong addition to the team for the last 11 months, was recently promoted to Lead Nurse Case Manager. We congratulate Erin on her recent promotion and wish her nothing but the best in this new position!

We also have the following members of the team below- we are so grateful to each of them as they continue to support and rally behind the folks we serve with a variety of medial needs.

Lauren Reed – Nurse Case Manager
Moriah Welles – Medical Coordinator
Nicole Jordan – Medical Coordinator

And last but not least, we have a link with more details on the flu. It’s important for everyone to protect themselves as the cold and flu season is upon us, especially if you already have medical needs and concerns. Please click the link below to learn more.

Cold and flu season