Service Coordination Overview Brochure

SERVICE COORDINATION, INC.

CHOICES. CONNECTIONS. COMMUNITIES.

A private, nonprofit organization with more than 30 years of experience. We provide resource coordination services to individuals with disabilities.

ServiceCoord.org

TABLE OF CONTENTS: page 3: executive director’s message

page 4: history page 5: about us

page 6: mission page 7: values page 8: services

page 9: work

page 10: service categories

page 12: team

page 13: mobile work

page 14: about your resource coordinator

page 15: success stories

page 16: self-advocacy

page 17: self-direction

page 18: standing committee

page 19: housing resources page 20: job services

page 21: transitioning youth

page 22: transitioning youth timeline page 23: working with providers

page 26: community connections page 27: stay connected with sci

page 28: contact information

A message from the Executive Director

- John Dumas, Executive Director

For more than 32 years, Service Coordination, Inc. has helped individuals with disabilities identify available resources and we have worked alongside people we support to help make choices that are best for them. We began as one of the nation’s first independent Resource Coordination provider agencies serving people with intellectual and developmental disabilities. We believed then and maintain our belief that services should be tailored to meet the desires of individuals and his or her choices.

Individuals who receive Resource Coordination in Maryland now have a choice of his or her Resource Coordination provider. Because choice for individuals has always been the foundation of our services, we support your new opportunity for this important choice. We remain dedicated to honoring individual's options and supporting your wants and needs. Service Coordination, Inc. is a nonprofit resource coordination agency. This means we do not operate to earn a profit, but rather to support community members in need of our services and to fulfill our mission of providing quality support services. So, individual's interests and well-being remains our guiding path.

As a nonprofit organization, we are governed by a Board of Directors, consisting of a volunteer group of community members. They oversee our organization to ensure that we adhere to this commitment to community. Service Coordination, Inc. is the most experienced resource coordination provider in the state of Maryland with more than three decades of experience. We operate by listening to people’s wants and needs. We always listen first, and then we plan and search for connections that can lead to improving one’s quality of life. The dedication of our extremely committed staff and invaluable support from our Board of Directors makes this possible.

Our resource coordinators work directly alongside the individuals we help support. On average, our staff have 5 years’ experience and are highly educated. Our work force service model includes equipping our resource coordinators with the appropriate mobile technology to perform their work anywhere, thus providing greater convenience, accessibility and flexibility in our services. Service Coordination, Inc. takes great pride in our level of service for each individual who can benefit from our Resource Coordination services.

We have earned the Maryland Association of Nonprofit Organization Standard of Excellence Tier II Certification which demonstrates our organization’s foundation and management expertise. Our mission, experience and commitment to honoring individual's choices helps us provide the best resource coordination services. If we can assist or help explain anything regarding the DDA choice process, please let us know.

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SOUR HISTORY

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In 1982 The Arc of Frederick County established one of the nation’s first independent Resource Coordination initiatives serving people with developmental disabilities. The Service Coordination division was founded on the belief that people with disabilities could benefit from having resource coordinators act as brokers within the service delivery system to help ensure that services were tailored to meet individual desires.

The initiative began with seven service coordinators who served 173 people. In the 30 plus years since the initiative was created the Service Coordination division expanded into 10 counties across Maryland and Baltimore City.

In 2005, Service Coordination, Inc. was established as an independent nonprofit organization and spun off from The Arc of Frederick County. The spin-off was necessary due to the tremendous growth the agency experienced and the need to have one organization focused on providing service coordination for so many people. Service Coordination formed a new board of directors, adopted new bylaws and began operations as an independent organization on January 1, 2006.

Service Coordination, Inc. preserved its leadership, the staff of service coordinators, an effective approach to coordinating services, the relationship with the Maryland Developmental Disabilities Administration and the founding belief about the role and value of service coordination for people with developmental disabilities.

Service Coordination, Inc. is now the largest Resource Coordination provider in the state, supporting more than 13,600 Marylanders. Currently, we help support about 60% of people who receive Resource Coordination services in the state. We now provide our Resource Coordination services to individuals residing in the Central, Western and Southern Regions, as outlined by the Developmental Disability Administration (DDA).

We also employ more than 270 service coordinators throughout Maryland. Our service coordinators are highly qualified and experienced, with 96% having a Bachelor’s degree or higher, and service coordinators having on average 5 years’ experience.

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ABOUT US

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At Service Coordination, Inc., we believe that every person has the right to be treated with respect and dignity and to make choices that affect his/her life. We believe people come first and to support this philosophy we show respect and honor for all people through our words and actions. We believe it is our responsibility to drive solutions by seeking out opportunities and navigating systems to make possibilities a reality, build connections that will encourage strong relationships, and to raise awareness in communities to appreciate the similarities and unique gifts of each person that we serve.

At Service Coordination, Inc., our service coordinators maintain expertise in many areas including the comprehensive assessment process for determining DDA eligibility, assisting individuals to apply for various State and Federal benefits, American Sign Language, unique needs of the Forensic population, and Autism Spectrum Disorders. Additional areas of expertise include Community Coordination, Waiting List Coordination, and Transition Coordination services, as well as the Individual Planning process where we collaborate with team members to ensure the individual’s needs and desires are addressed through the plan. We pride ourselves on learning the needs of individuals and acquiring the necessary information to develop expertise. At Service Coordination, Inc., individual choice is very important. This extends to the selection of the resource coordinator. Upon referral, we match individuals with local service coordinators who are knowledgeable about the resources available in the community where the individual lives and works. We also match individuals according to their needs, preferences, and the expertise of the service coordinator. Individuals are able to choose a new Resource Coordination provider at any time and will be supported through this process by their service coordinator.

Service Coordination, Inc. is a nonprofit organization governed by our Board of Directors:

BOARD MEMBERS:

Carl Hildebrand, President Randi K. Bocanegra, Vice PresidentWilliam V. Stack, TreasurerTeresa M. Berman, SecretaryCynthia McKane-Wagester, DirectorMarlene Hendler, DirectorJudith Simms, DirectorPaula Blue, DirectorMichelle Wright, DirectorJordan Edgley, DirectorEric D. Zimmerman, DirectorAllen Kampf, Director

AREAS OF EXPERTISE:

FinancialLegalFinancialLegal, HealthcareAdvocacy, FundraisingSelf-AdvocacyAdvocacy, (Family member of individual supported by SCI)Advocacy, (Family member of individual supported by SCI)Advocacy, (Family member of individual supported by SCI) Special EducationNonprofit Management, Self-AdvocacyFinancial Planning, Insurance, Investment Advisor

We welcome all individuals who can benefit from our services.

We help people understand options in a dignified and respectful way.

Service Coordination provides quality case management services to people with disabilities and other groups.

We do this by helping people understand what their choices are and connecting them to resources in their

communities in ways that respect their dignity and rights.

OUR MISSION:

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We show respect and honor for all people in words and actions.

We persistently seek opportunities and overcome obstacles. We navigate systems masterfully to make

possibilities a reality.

Because relationships are the foundation of our work, we share strong working relationships with each other

and with those outside of our organization.

We raise awareness in communities to appreciate the similarities and unique gifts of each person. We explore choices with people we support.

People come first.

We drive solutions.

We build connections.

We educate.

OUR VALUES:

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Plan:

Connect:

Monitor:

We listen to and observe each person to learn what is important to them. We assist people to determine

where support is needed or desired.

We ensure that people are getting the services and supports detailed in their plans. We safeguard

each person’s rights and health and safety.

We identify and access resources. We build relationships within the community.

We support the development of plans that are tailored to each person’s wants and needs. We examine the seven life areas of: health, home, relationships, money, work, school and leisure.

We educate, inform and support people to make choices and decisions. We partner with other organizations and agencies

to develop a broad network of supports and services.Advocate:

Assess:

OUR SERVICES:

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• Individuals with intellectual or developmental disabilities

• Youth in transition• Forensic population• People in state hospitals

• Respite Care• Adaptive Equipment• Therapy • Academic needs• Social needs• Utilities support• Medical support• Eviction prevention• Nourishment assistance• Federal/state benefits• Future planning• Assistive technology• Community involvement

CONNECTIONS FOR: CASE MANAGEMENT FOR:

We provide quality information and helpful options that can guide people to resources of their choice, ultimately supporting their decisions to connect to

available resources.

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OUR WORK:

SERVICE CATEGORIES:

*DDA Waiting List

CrisisResolution*

CrisisPrevention*

CurrentRequest*

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Developmental Disabilities Administration (DDA) Priority levels

1. CRISIS RESOLUTION The highest priority level is reserved for people in emergent circumstances that require immediate intervention, or will require it shortly. Often, the situations that meet this category's criteria arise suddenly (e.g., the death of a caregiver). Crisis Resolution is for people who are:

• Homeless or will be homeless within 30 days• Victims of abuse or neglect• At serious risk of causing physical harm to others• Living with a caregiver who is unable to provide adequate care due to the caregiver's impaired health

2. CRISIS PREVENTION

This category is for people with an urgent need who are in deteriorating circumstances that put them in danger of meeting one or more Crisis Resolution criteria within 1 year. Crisis Prevention priority also includes individuals who have caregivers over age 65. Because age alone is not always a good predictor of the need for services, priority recommendations and determinations should address risk for the Crisis Resolution category within a year, when that is the case, as well as the age of the caregiver. The Crisis Prevention category is also appropriate in situations where a less intense intervention or support, provided sooner, might delay or eliminate the need for a more extensive service in the future.

3. CURRENT REQUEST

The Current Request priority is the lowest level of priorities. There are no crisis implications associated with current request, but there is an expectation that the individual has an actual need for DDA funding. The test for this category is the question, "Would the person take the service today, if it was offered today, or is there an anticipated event within the next three years, such as exiting school, retirement of caregiver, ageing out of children's residential placements?" This category is not for people who simply want to be identified for planning purposes as potential service recipients.

For more information about services, visit our website: ServiceCoord.org

Comprehensive Assessment

TransitionService

CommunityCoordination

SERVICE CATEGORIES:

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COMPREHENSIVE ASSESSMENT Comprehensive assessments are completed for DDA to make a determination about one’s eligibility for available services.

TRANSITION SERVICE

Youth in transition to adulthood begin to plan for service needs and funding options at age 14. A service coordinator assists the child and parent or guardian with steps to take for a smooth transition to adulthood, no later than age 21.

COMMUNITY COORDINATION

Service Coordination, Inc. provides assistance with coordinating community services to match an individual’s wants and needs. Some of these include: employment, housing, recreation, social and more.

WAITING LIST

Service Coordination, Inc. provides support to individuals on the Developmental Disabilities Administration (DDA) Waiting List. The DDA Waiting List is comprised of adults and children with developmental disabilities who are waiting for funding from DDA to obtain community-based services.

OUR TEAM

I am driven by compassion and motivated to achieve.

At Service Coordination, I am able to combine my passion with my work.

- Elizabeth, Service Coordinator

I think we are the best at Resource Coordination and I feel great to be a part of Service Coordination. I think we have good-hearted, caring people who will go above and beyond our regular work duties.

- Jeannie, Service Coordinator

At Service Coordination, Inc., we work alongside local individuals with intellectual and developmental disabilities.

Service Coordination, Inc. employs more than 275 resource coordinators throughout areas in Maryland. Sometimes, the role is being a guide to an important person in need, sometimes it’s to think of unique possibilities for a tough situation and other times it’s to make things happen by managing situations.

Always, it’s about building futures.

If you’re the type of person who welcomes challenges and is looking for a rewarding position where you can truly make a difference, please contact us to learn more.

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MOBILE SERVICES

In 2013, Service Coordination embarked on a new endeavor to better serve the individuals who count on us for resource coordination. We launched a program to GO MOBILE. Now, our resource coordinators are equipped with technology and training to perform their duties at places that may better meet your needs. Our services have since become more flexible and more accessible to individuals we support.

With our mobile operating process, meeting locations can be at a direct care agency, a public meeting place or in your home. In addition to the flexibility in geographic meeting places, our mobile abilities also allow for more convenient meeting times; including those outside of traditional business hours.

We provide our resource coordination services to individuals residing in the Southern, Central and Western Regions of Maryland,

as outlined by the Developmental Disability Administration.13

YOUR RESOURCE COORDINATOR

The role of a resource coordinator, or service coordinator, is to educate and assist individuals to live the life of their choosing; Connect individuals with people and services in their community and ensure that services delivered are of the highest quality.

Your resource coordinator meets with you and your family in your home or public place to gather information about your needs, preferences, and desires for supports and services including:

• Submits necessary documentation to DDA so that DDA can determine if you are eligible for services and assess your priority for services compared to other people who are applying. DDA makes the final decision for eligibility and priority.

• Helps you connect with other people and services in your community. • Provides information on available options following determinations.• Helps you develop a person-directed plan of supports and services that you can use

now and also when you interview potential providers.

This person-directed plan:

• Describes what you want for the future. • Outlines the supports and services you need from DDA to help you achieve your goals. • Outlines other supports and services that may be of assistance.• Looks at building on the supports you already have and creating partnerships with other

people and services in your community.

Your Resource Coordinator:

• Talks to you about your dreams and experiences. • Gets to know you and assists you in advocating for yourself and what you want• Helps you coordinate the development of your Individual Plan of services (IP), making

sure that the plan is built on your desires. • Makes sure that what is in your plan happens and that you are satisfied with the supports

and services you receive. • Helps locate additional supports and services that you desire, and helps you make com-

munity connections. • Continues to work with you even if you change residential or other provider agencies.

Talk to Your Resource Coordinator About:

How you feel about where you work and live; What you would like to do during the week and on weekends; If you get to see the people who are important in your life as much as you wish; What is important to you and what you like to do with your time; Whether or not you have enough spending money; Whether or not you get to make your own decisions; How to get to know more people in your community; Supports that you need to keep you safe and healthy; What is most important to you and more!

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SUCCESS STORIES

Our values in action. Our resource coordinators have recently provided assistance in ways like this:

Found and secured housing for individuals.

Secured Adult Medical Day Care services for individuals.

Registered individuals to participate in events with the Special Olympics.

Obtained money to purchase clothing for individuals.

Assisted individuals to get approved for partial retirement.

Acquired funding for many individuals’ dental needs.

Gained funding for therapy lessons for individuals.

Connected individuals to substance abuse programs to get treatment.

Helped individuals get funding to purchase baby monitors with cameras.

Identified and coordinated building of accessible ramps for homes.

Guided a family to secure a grant for an assistive communication device.

Obtained Low Intensity Support Services money to help provide things like this:

Baby supplies, including diapers and foodRespite care

Help with utilitiesAssistance with transportation

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SELF-ADVOCACY

How can I become a self-advocate?

• Speak up for yourself and ask people you trust to help you with this• Ask people you trust to help you get what you want• Get to know your rights and responsibilities so you can make choices • Join a self-advocacy group; your service coordinator can help you find a group in

your area that fits your needs

A self-advocacy group can help you:

• Learn how to be an effective self-advocate and become a leader• Get support from other people who want the same things• Advocate for changes that affect all people with disabilities• Meet new people and have fun• Learn about laws and regulations that affect people with disabilities• Learn how to talk to the legislators in Annapolis about the needs of people with dis-

abilities

Contact your resource coordinator for more information on self-advocacy.

Self-Advocacy is speaking up for yourself to make choices about what is important to you. It means having power and control over

your own life and telling people what you want and need.

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SELF-DIRECTION

Self-Direction is:

• Taking control of your life• Thinking and learning about choices you have and trying out these choices• Making and following through goals with a vision of your future• Knowing where to get or having the best information to make good choices• Changing your goals and choices when you need to• Having the power to exercise adult rights and responsibilities• Having the opportunity to be active in the community• Deciding how to spend the money that supports you

Service Coordination helps to promote self-direction in these ways:• Develops Individual Plans based on personal preferences• Supports local and state self-advocacy groups• Supports all of the individuals we serve to make choices• Extending you a welcome to join our standing committees

Contact your resource coordinator for more information on self-direction.

Starting with an initiative in 1997, Maryland has been involved with promoting self-direction. Self-direction is a way of life that people without disabilities may take for granted.

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JOIN OUR STANDING COMMITTEE

Are you passionate about:• Protecting the fundamental rights of individuals with disabilities?• Ensuring that individuals with a disability have the right to self-determination and the

freedom to make their own choices?Are you familiar with:

• The types of services and supports needed by individuals diagnosed with an intellectualand developmental disability?

• The manner in which Service Coordination and direct provider agencies provide servicesand supports?

If you answered yes, WE INVITE YOU TO JOIN OUR TEAM OF DEDICATED COMMITTEE MEMBERS!

As a member, you will:• Receive training on the role of the Standing Committee and your responsibility as a

member.• Review and provide feedback on the annual Quality Assurance Plan, action items, and

performance measures.• Review and provide feedback on new policies and procedures.• Review reportable incidents submitted to the Developmental Disabilities Administration

(DDA) by the service coordinator.

Service Coordination, Inc. welcomes family members and caregivers, direct service provider representatives, and community members to join our Standing Committee. Standing Committee meetings are held bimonthly and last approximately 2 hours each. There is a Western Region Committee meeting held in Hagerstown, MD and a Central Region Committee meeting held in Woodlawn, MD. Contact us for more details!

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HOUSING RESOURCES

FOR FINANCIAL ASSISTANCE IN RENTING & BUYING A HOME:

Contact your local Housing Agency

Information about Section 8 subsidized housing is available which gives rental assistance to people with limited income. If eligible, you can rent a house, townhouse, mobile home, or apartment anywhere allowed by the housing agency. Waiting lists are long, so it is best to apply early.

Check the telephone book

Housing information is in the Blue Pages under “County Government” (in the city it is under “Local Government”) where the most common headings are “Housing Authority”, “Housing and Community Development” and “Housing Agency”.

Call or go online

The Department of Housing and Community Development 1-800-756-0119, dhcd.maryland.gov

Department of Housing and Urban Developmentwww.hud.gov

MCIL: Making Choices for Independent Living “Home Ownership Program for Persons with Disabilities”, 301-429-7852, http://dhcd.maryland.gov/Residents/Pages/hidp/default.aspx

HomeChoice: Homeownership for people with disabilities 1-800-7FANNIE (1-800-732-6643), www.efanniemae.com

The Maryland Center for Community Development (MCCD)1-800-949-6223, visit www.mccd.org

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JOB SERVICES

There are federal and state programs offered to assist individuals who have disabilities find a job. The typical way that people receive employment services is through the Division of Rehabilitation Services (DORS).

DORS offers programs and services such as vocational evaluations, skills training, academic preparation, employment guidance and counseling, and job placement. Services through DORS are provided to individuals based on eligibility and priority status.

(DORS) Division Of Rehabilitation Services, 410-554-9385, Toll-free:1-888-554-0334, TTY: 410-554-9411, www.dors.state.md.us

The RISE (Reach Independence through Self Employment) program helps people explore the idea of self employment, develop a business plan, research funding sources, and marketing ideas. The Maryland Division of Rehabilitation Services (DORS) provides limited funding (typically not exceeding $15,000) to assist with the implementation of some business plans favorably reviewed by the RISE Program review committee.

Maryland RISE Program, VOICE / TTY: 410-863-RISEToll-Free: 888-788-RISE, Fax: 410-863-7205, www.mtranen.com

The Social Security Administration has three programs for employment support:

• Ticket to Work Program: The Social Security Administration automatically sendsthe “tickets” to eligible people receiving SSI or SSDI. The “ticket” can be taken to anemployment network for assistance with locating and keeping a job. There is no cost.The Social Security Administration has contracted to help you select an employmentprovider.

MAXIMUS, 1-866-968-7842, www.yourtickettowork.com

• IRWE (Impairment-Related Work Expense): This is for SSI and SSDI recipients. Thisprogram allows you to subtract the costs of items and services that are disability andwork related to be deducted from your earnings before calculating the final disabilitybenefit award so that you will not lose as much of your SSI or SSDI check.

• P.A.S.S. (Plan for Achieving Self Support): This program allows a person to savemoney to fund an employment related activity (such as an educational or trainingprogram or to start a business). This saved money would not be part of the assets usedwhen determining SSI eligibility.

SSA, Social Security Administration, 1-800-772-1213, www.ssa.gov20

TRANSITIONING YOUTH

Each Service Coordination office has a Resource Guidewith resources pertinent to that geographic area.

Service Coordination, Inc.www.servicecoordinationinc.org

Maryland Developmental Disabilities Councilwww.md-council.org

Developmental Disabilities Administration (DDA)www.ddamaryland.org

Division of Rehabilitation Serviceswww.dors.state.md.us

Maryland Community Services Locator (MDCSL)www.mdcsl.org

Maryland Department of Disabilitieswww.mdod.maryland.gov

Maryland Transitioning Youth Websitewww.mdtransition.org

Maryland Disability Law Centerwww.mdlclaw.org

Maryland Technology Assistance Programhttp://www.mdod.maryland.gov/MTAP%20Home.aspx

Medical Assistancewww.dhmh.state.md.us/mma

Social Security Administrationwww.ssa.gov

The Arc of Marylandwww.thearcmd.org

Please note: These fact sheets are designed to provide general informationonly and are not a substitute for the assistance of a Service Coordinator.

Service Coordination, Inc. is a nonprofit organization in Maryland that supports peopleof all ages with intellectual and developmental disabilities to make choices affectingtheir lives and to access resources and services in their community. Service Coordinationworks with individuals with developmental disabilities who are receiving services fundedby the state of Maryland Developmental Disabilities Administration (DDA) and peoplewho are applying for DDA services. Service Coordination has 13 offices in nine countiesand Baltimore City and serves almost 13,000 people.

ChoICeS. ConneCTIonS. CoMMunITIeS.

TRAnSITIonIng ReSouRCeS

For more information on topics in thisfact sheet, additional resources,and our services, please contact

SeRvICe CooRDInATIon, InC.5303 Spectrum Drive, Suite IFrederick, MD 21703301-663-8044transition@servicecoordinationinc.orgwww.servicecoordinationinc.org

LIke uS on FACebook

Service Coordination, Inc. provides services throughout theCentral, Southern and Western DDA Regions of Maryland

Service Coordination, Inc.www.servicecoord.org, 301-663-8044

Maryland Developmental Disabilities Councilwww.md-council.org, 800-305-6441

Developmental Disabilities Administration (DDA)http://dda.dhmh.maryland.gov, 877-463-3464

Division of Rehabilitation Serviceswww.dors.state.md.us, 888-554-0334

Maryland Community Services Locator (MDCSL)www.mdcsl.org, 301-405-9796

Maryland Department of Disabilitieswww.mdod.maryland.gov, 800-637-4113

Maryland Transitioning Youth Websitewww.mdtransition.org, 800-637-4113

Maryland Disability Law Centerwww.mdlclaw.org, 800-233-7201

Maryland Technology Assistance Programhttp://www.mdod.maryland.gov, 800-832-4827

Medical Assistancemmcp.dhmh.maryland.gov

Social Security Administrationwww.ssa.gov, 800-772-1213

The Arc of Marylandwww.thearcmd.org

Please note: These fact sheets are designed to provide general information only and are not a substitute for the assistance of a Service Coordinator. Service Coordina-tion, Inc. is a nonprofit organization in Maryland that supports people of all ages with intellectual and developmental disabilities to make choices affecting their lives and to access resources and services in their community. Service Coordination works with individuals with developmental disabilities who are receiving services funded by the state of Maryland Developmental Disabilities Administration (DDA) and people who are applying for DDA services. Service Coordination provides services to more than 13,700 people throughout Maryland.

TRANSITIONING RESOURCESWhat is “Transitioning Youth”?

The formal process of transition begins in the school system when a student is 14 years old and continues until the student leaves school for the adult world. Eligible students with intellectual and developmental disabilities are entitled to remain in school until the year of their 21st birthday. However, services after the age of 21 are dependent on meeting eligibility requirements and on the availability of funds.

The Division of Rehabilitation Services (DORS) and the Developmental Disabilities Administration (DDA) are two state agencies that offer services to transitioning youth who meet eligibility requirements. For DDA services, obtaining GTYI funding depends on:• the person’s eligibility for DDA services;• the availability of funding; and• completing the process within

a specific time frame.

Types of service include a variety of employment and non-employment options.

Review the time line on the following page to learn more about the transitioning youth process.

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WORKING WITH PROVIDERS

SELECTING A DDA LICENSED PROVIDER AGENCY

One of the most difficult decisions is choosing which DDA (Developmental Disabilities Administration) agency to provide you with Residential, Vocational, and/or Support Services. Most important is to pay attention to how you feel when you talk to a provider as well as the information they share. In addition, ask to visit the site where services will be provided. Be sure to visit when people are receiving services. For services where there is no site location, ask for at least three examples of how the agency is currently supporting others.

Here are some questions that you might want to think about asking as you consider your agency selection:

• How do you balance treating people with respect and the need for privacy and safety?• How individualized, available and consistent are recreational and socialization

opportunities?• How do you respond to life changes (marriage, retirement, etc.)?• What are some names of people and/or families who are currently receiving services

that I could talk to about your agency?• How many people with developmental disabilities and family members are on your

board?• How long have you been in business?• Are you accredited by any accrediting bodies and what professional organization(s)

do you belong to?• Will staff supporting me be hired by the agency or by me and my family?• What is your hiring and on-going practice for ensuring well-trained qualified staff?• How are people’s finances handled in your agency? How often is a report available to

me on how my funds are being used?• How do I get a hold of someone “after hours”?• How do you communicate to the family in case of an emergency?• What is your access to outside resources for information, medical guidance,

dietary guidance, behavioral modifications, etc.?• Do you provide personal care service?• Is transportation available during the week? On weekends?• What is your policy on participants and staff taking sick and vacation days?• What emergency back-up systems do you have in place for behavioral and

medical issues?• Are staff qualified to administer both prescription and non-prescription medications?• Do you have good relationships with neighbors and/or other community connections

where people live?• If a problem arises, who do I speak to? What is the best way to contact this person?• How quickly can people expect the agency to act upon issues raised?

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WHAT TO EXPECT FROM A PROVIDER AGENCY

To receive supports and services funded by the DDA (Developmental Disabilities Administration), many people will need to choose a provider agency. This may require some negotiation with the agency to ensure you and the provider have agreed on exactly what they will be providing.

From your chosen provider, you should expect:

• That you have staff you like who you feel help you and do their job.• That you are treated with respect and kindness.• That your privacy and right to confidentiality are respected.• That what you want is discussed at your annual planning meeting and that what you want

then happens in a reasonable amount of time.• That the plan and your services are flexible and change as you need them to change.• That you are supported in making choices, including where you live, work and the social

activities you participate in.• That your health and safety needs are met with dignity.• That you have access to your money to do what you prefer and need to do.• That you are happy with your life and your supports and services, and that you

receive help when you have problems.• That your provider acts ethically and with honesty and integrity.

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COMMUNICATING WITH YOUR PROVIDER AGENCYWe all hope that once you are accessing services from a DDA (Developmental Disabilities Administration) provider that everything will be smooth sailing. Often that is the case, but unfortunately, there are times when something may just not be working out. When you have a problem with a provider agency or you believe they have one with you, it is best to discuss it early before it becomes a larger issue or is unable to be resolved.

Some tips to help you in this process are:

• Write down what you want before you meet with the provider. Tell them as specifically asyou can what you want in terms of supports and services.

• Make a list of the things in your life you “have to have” and also note areas in which youare willing to compromise.

• Listen to what they tell you they can do. Ask questions if you do not understand exactlywhat they are saying they will provide.

• Get things in writing. Look at the plan and ask for changes if it is not what you think youagreed to have. Include timelines and who is responsible for getting what done.

• Find out who to talk to if you are still unhappy with the services being provided to you.Know your rights and the appeal process.

• Keep in mind, your Service Coordinator can be contacted to assist you in resolving matterswith your provider agency.

• Remember that DDA funding is assigned to you, and if necessary, you can change toanother provider agency. Be aware that the actual amount of funding may possibly changewith this process, and includes the possibility of leaving you with less funds for a givenservice. Your Service Coordinator will help you with changing your provider agency.

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COMMUNITY CONNECTIONS

There is not one single “right” way for people to connect to their communities. Some relationships happen quickly, others will grow over time, and some will always require someone to help nurture the relationship along.

Flexibility can be the key to making connections work. Remember that connections can vary from those casual relationships that you develop with the employees at your favorite eatery or the grocery store you use, to strong friendships.

All relationships can add to your life.

Contact your resource coordinator to get more involved in your community today!

Visit ServiceCoord.org to learn more!

Possibilities include:

Exercise groups

Civic groups

Volunteer causes

Religious groups

Parks & Recreation departments

Disability advocacy committees

Special interest groups

Arts & crafts groups

Local community groups

More!

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STAY CONNECTED

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@servicecoord

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Stay connected with Service Coordination on social media:

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SERVICE COORDINATION


For more information about Service Coordination,

please visit our website:

facebook.com/servicecoordination

servicecoordination.wordpress.com

@servicecoord

pinterest.com/servicecoord

ServiceCoord.org

Service Coordination 5283 Corporate Drive Suite 103Frederick, MD 21703

Phone: 1-888-240-6835