Supporting & Serving (Summer 2025)

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SUPPORTING&SERVING @ A Quarterly Newsletter Informing Operational Leaders About Shared Support Services @

VOLUME 1 · ISSUE 1

SUMMER 2025

WELCOME TEAMMATES,

IN THIS ISSUE

We're excited to launch this new quarterly resource to help you navigate WestCare's comprehensive suite of shared support services that are here to empower you in your vital work within our behavioral health and human services programs.

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This newsletter is designed with you in mind. Each issue will provide practical information and tips on how to effectively access and utilize the services available, ensuring you have the tools and support needed to excel in your roles. We aim to clarify processes, highlight key contacts, and share success stories, ultimately fostering a stronger connection between our support teams and the dedicated individuals serving our communities.

Future issues will provide a “deep dive” into a few services and their leaders, with recurring features offering tips and best practices for the software, systems, and processes you and your teams frequently use. However, for this issue, we wanted to provide a broad overview of all of WestCare’s centralized services, and provide you with a survey (see bottom right of this page) to allow you an opportunity to provide feedback to us about what you want to know more about.

Supporting & Serving is your guide to maximizing the benefits of WestCare's infrastructure, allowing you to focus on what matters most: providing exceptional care and making a lasting difference. We welcome your feedback and suggestions as we work together to strengthen our support network and better serve our mission.

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Shared Support Service Model

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Administrative Services

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Clinical Services

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Financial Services

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Fundraising Services

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Information Services

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External Relations & Strategy

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Other Services

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Support Services Spotlight

WE WANT YOUR FEEDBACK We want to know what Shared Support Services you want to learn most about in the next issue of Supporting & Serving.

Visit westcare.link/SSSurvey or use the QR Code at the right for a quick survey.

SHARED SUPPORT SERVICE MODEL The diagram below illustrates WestCare's strategic use of centralized shared support services to benefit our operational entities. By consolidating functions, WestCare achieves economies of scale, reducing redundancies and operational costs across its community-based organizations. This centralized model promotes standardization of processes, ensuring consistent quality and compliance. Furthermore, it enhances efficiency in specialized areas, providing expertise that local programs might lack, optimizing resource acquisition and infrastructure. Ultimately, this shared support services model allows WestCare's operational leaders to focus on delivering effective behavioral health and human services and engage with external stakeholders while benefiting from centralized expertise and resources that ensure sustainability, compliance, and organizational excellence.

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ADMINISTRATIVE SERVICES Human Resources is responsible for the entire employee lifecycle across WestCare. This includes: Talent Acquisition: Developing and executing strategies for attracting, recruiting, and onboarding qualified professionals across all locations and programs, involving job posting, screening, interviewing, background checks, and ensuring consistent, compliant processes.

Employee Relations: Fostering a positive and productive work environment by addressing employee grievances, providing guidance on policies and procedures, and promoting fair and consistent treatment.

Performance Management: Implementing and overseeing performance evaluation processes, providing tools and resources for goal setting, feedback, and professional development planning to enhance individual and organizational performance.

HR Policy and Compliance: Developing, implementing, and ensuring adherence to HR policies and procedures that comply with all relevant laws and regulations; providing oversight for risk management of wage & hour labor laws and workers’ compensation; partnering with Legal Services on employment law claims; and managing leave administration, such as FMLA, LOA, and ADA accommodations.

HR Information Systems (HRIS): Managing and optimizing the Paycom platform for employee data management, payroll processing, benefits administration, and other HR functions, ensuring data accuracy and security.

Recruiting focuses on proactively identifying, attracting, and securing top talent to meet the diverse staffing needs of WestCare's programs. This includes: Talent Sourcing: Utilizing various methods, including online job boards, social media, professional networks, and community partnerships, to identify and engage potential candidates. Coordinating job fairs and college/ university recruitment.

Candidate Screening and Assessment: Reviewing applications and resumes, conducting initial screenings, and administering assessments (e.g., skills tests, behavioral interviews) to evaluate candidate qualifications.

Offer Negotiation and Extension: Developing competitive job offers and negotiating terms with selected candidates.

Leadership Development focuses on cultivating leadership skills at all levels. This includes: Leadership Training: Designing and delivering training programs, workshops, and coaching initiatives to enhance leadership competencies, tailored to all levels.

Organizational Development: Working with leadership to improve organizational effectiveness, culture, and performance through strategic interventions and change management initiatives.

Grant Development focuses on securing external funding to support program initiatives, involving: Prospect Research: Identifying potential grant opportunities from government agencies, private foundations, and corporations that align with WestCare's mission and program needs.

Proposal Writing: Developing persuasive grant proposals by collaborating with program staff and leadership that articulate program goals, methodologies, budgets, and evaluation plans per funder requirements.

Grant Application Management: Overseeing the entire process, including preparing documentation, timely submitting applications, and managing funder communications. Providing post-award assistance, coordination, and technical support throughout.

Capacity Building: Providing training and support to program staff on grant writing and management best practices to enhance the organization's overall fundraising capacity.

Employee Engagement & Wellness focuses on creating a positive and supportive work environment that motivates employees, promotes well-being, and reduces turnover across WestCare's diverse workforce. This includes: Wellness Programs: Designing and implementing programs to support employee physical, mental, and emotional well-being. The WellRight platform provides a central hub to promote fitness challenges, resources, and stress management workshops.

Engagement Initiatives: Developing and implementing programs and initiatives to boost morale, foster a sense of belonging, and promote teamwork and collaboration.

This includes sending care packages for staff or family members of staff who are experiencing serious medical situations, sending baby bags to celebrate new additions to families, and contacting staff in a time of need to offer a friendly ear and providing resources when applicable.

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CLINICAL SERVICES Clinical Compliance ensures adherence to relevant clinical standards, regulations, and ethical guidelines. This includes developing and maintaining clinical policies and procedures that align with best practices, licensing requirements, and regulatory standards; ensuring CDS builds and documentation meet program, funder, regulatory, and accreditation requirements; conducting regular internal reviews and monitoring activities to ensure clinical practices are in compliance with established policies and external regulations; and developing and delivering training programs to clinical staff on relevant topics.

Clinical Supervision Support provides the infrastructure for high-quality clinical care across all WestCare programs and services. This includes implementing best practice standards, strengthening organization-wide clinical competencies, staff development, and client outcomes; provides ongoing support for supervisors addressing complex cases and ethical challenges; and ensures sustained excellence in service delivery, program integrity, and client safety.

Accreditation & Clinical Integrity ensures that WestCare's programs meet the highest standards of quality and integrity through accreditation processes and adherence to ethical and professional guidelines. This includes: Managing Accreditation Processes: Leading and coordinating accreditation efforts with relevant accrediting bodies (e.g., CARF, The Joint Commission), including preparing self-study reports, managing site visits, and ensuring ongoing compliance with accreditation standards.

Developing and Monitoring Quality Standards: Establishing and monitoring internal quality standards for clinical services, ensuring evidence-based practices and positive client outcomes.

Performance Improvement Initiatives: Implementing and supporting continuous quality improvement initiatives to enhance program effectiveness and client satisfaction.

Spiritual Care recognizes the holistic needs of the individuals they serve and offers spiritual care services that are integrated into their programs. This function offers nondenominational pastoral counseling, spiritual guidance, and opportunities for reflection and worship to clients who desire it, respecting diverse faith traditions and beliefs.

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Research and Evaluation plays a vital role in demonstrating the impact and effectiveness of WestCare's programs. This includes: Data Collection and Analysis: Collecting and analyzing quantitative and qualitative data to measure program effectiveness and identify areas for improvement.

Report Writing and Dissemination: Preparing clear and concise reports summarizing evaluation and research findings for internal stakeholders, funders, and the community.

Evidence-Based Practice Implementation: Supporting the adoption and implementation of evidence-based practices across WestCare's programs.

Revenue Cycle Management is responsible for managing the process of generating revenue from WestCare's Medicare, Medicaid, and other third-party insurance services through payment clearinghouses, ensuring financial sustainability across the network. This includes: Contracting and Credentialing: Managing provider enrollment, credentialing, and negotiating payer contracts to support timely reimbursement and network participation.

Billing and Coding: Ensuring accurate and timely billing and coding of services in accordance with payer requirements.

Claims Submission and Tracking: Submitting claims and diligently tracking their status.

Training is responsible for developing and delivering training programs to equip WestCare's diverse workforce with the knowledge and skills needed to effectively perform their roles. This includes: Needs Assessment: Identifying training needs across the organization based on funder and regulatory requirements, performance gaps, new initiatives, and development plans.

Curriculum Development: Developing engaging and effective training materials using various modalities, including webinars, e-learning modules, and onsite training.

Learning Management System (LMS) Administration: Managing and maintaining the Relias platform to track employee training records, deliver online courses, and manage training enrollment.

Compliance Training Management: Ensuring all employees receive required compliance training (e.g., HIPAA, safety, ethics) and maintaining accurate training records.

FINANCIAL SERVICES Accounting manages WestCare's financial transactions and records, ensuring accuracy, transparency, and compliance with accounting principles and regulations. This includes: General Ledger: Maintaining the organization's general ledger in the Blackbaud NXT platform, recording financial transactions, and preparing financial statements.

Budgeting and Forecasting: Developing and monitoring organizational and program budgets, and preparing financial forecasts to support strategic planning.

Financial Reporting: Preparing regular financial reports for internal stakeholders, the board of directors, and external funders.

Internal Controls: Establishing and maintaining internal controls to safeguard assets and prevent fraud.

Grant Management: Developing budgets for new and continuous grant proposals, preparing the billings for grants, drawing funds or sending invoices, following up on collections, writing budget modification requests, and coordinating grant financial audits.

Cash Management: Overseeing the banking arrangements, verifying all bank accounts are reconciled monthly, and managing the cash flow.

Audit Management: Coordinating and supporting external audits of the organization's financial records.

FUNDRAISING Public Profile SERVICES Fundraising Services secures philanthropic support from individuals, foundations, corporations, and other sources to support WestCare's mission and programs. This includes: Donor Cultivation and Engagement: Building and maintaining relationships with current and potential donors.

Annual Giving Programs: Developing and implementing annual fundraising campaigns to secure ongoing operational support.

Major Gift Fundraising: Identifying, cultivating, and soliciting major gifts from high-capacity donors.

Capital Campaigns: Planning and executing large-scale fundraising initiatives to support specific capital projects.

Donor Database Management: Maintaining accurate and up-to-date records of donors and their giving history in Raiser’s Edge.

Gift Processing and Acknowledgement: Ensuring timely and accurate processing and acknowledgement of all donations.

Accounts Payable processes and pays the organization's invoices and expenses in a timely and accurate manner using both manual processes and the Docuware system.

This includes receiving, reviewing, and processing invoices for goods and services; preparing and issuing payments to vendors and suppliers; and maintaining accurate and organized records of all payments made.

Benefits is responsible for administering and managing employee benefits programs across WestCare. This includes managing employee enrollment in health insurance, 401K retirement plans, life insurance, disability coverage, and other benefits; communicating benefits information to employees through various channels; ensuring compliance with all relevant federal and state regulations; and providing support and guidance to employees regarding their benefits options and addressing any benefits-related questions or issues.

Fleet Management oversees all aspects of WestCare's vehicle fleet. This includes ensuring all vehicles are properly registered and insured, developing and implementing driver safety policies and providing training to authorized drivers; and utilizing technology to track vehicle usage and optimize fleet efficiency.

Payroll is responsible for accurately and timely processing employee payroll across WestCare's diverse workforce using the Paycom platform. This includes: Payroll Processing: Calculating employee wages, deductions (e.g., taxes, benefits), and net pay.

Tax Withholding and Reporting: Ensuring accurate withholding and timely reporting of federal, state, and local payroll taxes.

Property and Casualty Insurance manages WestCare's various insurance policies to protect the organization from potential financial losses. This includes: Policy Procurement: Researching, negotiating, and procuring appropriate insurance coverage, such as property insurance, liability insurance, workers' compensation, and professional liability insurance.

Claims Management: Managing insurance claims, working with insurance providers, and ensuring timely and appropriate resolution.

Policy Renewal and Review: Regularly reviewing and renewing insurance policies to ensure adequate coverage at competitive rates.

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INFORMATION SERVICES Data Analytics & Business Intelligence manages, transforms, and contextualizes data to provide insights to support strategic decision-making and improve organizational performance. This includes: Data Processing and Governance: Extracting, sanitizing, and transforming electronic data from various systems; building and maintaining necessary operational framework for core business functions.

Optimizing Workflows and Processes: Identifying and implementing process improvements to maximize business output, resulting in cost and time savings throughout the organization.

Administration of Data Solutions & Software: Managing key aspects for pivotal systems such as Euna Budget, Blackbaud NXT, Paycom, and Relias, and providing solution stability, user training, and maintenance.

Data Analysis and Reporting: Analyzing data to identify trends and insights relevant to program outcomes, operational efficiency, and financial performance.

Developing Dashboards and Visualizations: Creating user-friendly dashboards and data visualizations using Power BI to communicate insights for decision-making.

Contract Management supports the lifecycle of WestCare's contracts, ensuring compliance and efficiency by leveraging the Cobblestone contract lifecycle management platform that serves as the inventory for all contracts, utilizes workflows for approvals, and tracks key dates and obligations, ensuring adherence to terms.

Strategic Sourcing & Supplier Management optimizes the processes of acquiring goods and services and manages relationships with vendors, suppliers, and group purchasing organizations. This involves identifying potential vendors; evaluating their capabilities; negotiating pricing, terms and value-added services; and assisting operations with selecting the best options.

Information Security ensures the security of WestCare's IT infrastructure and compliance with relevant data privacy and security regulations. This focuses on: Security Governance: Establishing and maintaining security policies, standards, and guidelines.

Security Awareness Training: Educating the workforce on security best practices.

Cybersecurity Monitoring: Leveraging the Rapid7 platform to collect activity logs from devices and applications and identify unusual activity.

Risk Assessment and Management: Identifying and assessing security risks and implementing safeguards.

Incident Response: Developing and enacting plans to respond to and recover from incidents.

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Information Technology System Administration: manages and maintains the core technology infrastructure that supports WestCare's operations across its vast network. This includes: System Management: Installing, configuring, maintaining, and monitoring virtual systems, ensuring optimal performance and availability.

Network Administration: Designing, implementing, and managing the organization's local area networks (LANs), wide area networks (WANs), and wireless networks, ensuring secure and reliable connectivity.

Cloud Services Management: Administering and optimizing the organization's use of cloud-based services, including AWS and Microsoft 365.

System Security: Implementing and enforcing security measures at the system level to protect against unauthorized access, data breaches, and cyber threats.

Equipment Inventory Management: Tracking and managing the inventory of IT hardware and software, and ensuring that it is maintained through updates, upgrades, or replacements.

Disaster Recovery and Business Continuity: Developing and maintaining plans and procedures for system recovery, and administering platforms like Veeam.

IT Field Services provides on-site engineering, implementation, support, and maintenance for WestCare’s IT infrastructure, including designing, installing, configuring, and/or upgrading network equipment from vendors like Fortinet, Verkada, and UniFi. In addition, when necessary, this team diagnoses, repairs, and resolves on-site hardware and connectivity issues.

IT Help Desk serves as the first point of contact for ITrelated issues and provides remote technical support to WestCare's workforce. This includes responding to phone calls, emails, and FreshService support tickets; diagnosing and resolving a wide range of hardware, software, and network issues; and escalating complex issues to other IT teams as needed.

IT Service Delivery ensures the efficient delivery of IT services and manages the procurement of IT-related goods and services. This includes managing the process of purchasing IT equipment, software licenses, and services, ensuring cost-effectiveness and compliance with organizational policies. This team is also responsible for maintaining relationships and negotiating contracts with IT vendors and suppliers like Adobe, Connections, Comcast, Ricoh, AT&T, T-Mobile, and Levovo, as well as ordering and provisioning telecommunication services and supporting mobile devices.

Software Development focuses on developing, maintaining, and supporting custom software applications, including WestCare’s Intranet platform and our certified electronic health record (EHR), the Clinical Data System (CDS), that meet WestCare's unique operational needs.

This includes: Custom Application Development: Designing, developing, testing, and deploying custom software applications to streamline workflows and address specific business requirements.

Application Maintenance: Providing ongoing maintenance, updates, and technical support.

System Integration: Integrating developed applications with other IT systems to ensure data sharing and interoperability.

Database Development and Management: Designing and managing databases that support custom applications.

EXTERNAL RELATIONS & STRATEGY External Relations & Strategy focuses on building relationships with external stakeholders and advocating for public policy that supports WestCare's mission and the individuals it serves. This includes: Government Advocacy: Engaging with local, state, and federal elected officials and policymakers to advocate for favorable legislation, regulation, and funding.

Community Relations: Assisting operations with building and maintaining relationships with community organizations, leaders, and stakeholders.

Partnership Development: Identifying and developing strategic partnerships to enhance WestCare's reach and impact.

Public Awareness Campaigns: Developing and implementing campaigns to raise public awareness about the issues WestCare addresses and the services it provides.

Strategic Event Management: Organizing and facilitating leadership summits and industry conference participation.

IT Project Management oversees EHR-related initiatives.

This includes leading and managing projects related to designing and implementing builds for the organization's EHR system, defining scope, deliverables, and timelines.

This team also develops and delivers training programs to ensure staff can effectively use the EHR system.

Application Support is the first point of contact for Intranet and EHR issues and provides remote technical support to WestCare's workforce. This includes responding to phone calls, emails, and FreshService support tickets; diagnosing and resolving various platform issues; and escalating complex issues to other teams as needed.

Web Development creates and maintains user-friendly and informative websites using the WordPress Content Management System (CMS) and implements strategies to improve the visibility of WestCare's websites in search engine results through search engine optimization (SEO).

This team also tracks and analyzes website traffic to understand user behavior, inform website improvements, and ensure that sites are accessible to individuals with disabilities and comply with relevant web standards.

Marketing & Communications is responsible for promoting WestCare's mission, programs, and impact to various stakeholders. This includes: Developing Marketing Strategies: Creating and implementing marketing plans to raise awareness, attract clients, and support fundraising efforts.

Content Creation: Developing engaging content using Canva, Adobe CC, and other software for various channels, social media, brochures, newsletters, and press releases.

Public Relations: Managing media relations, responding to inquiries, and seeking opportunities for positive media coverage.

Social Media Management: Developing and executing social media strategies to engage audiences and build online communities, and managing over 100 social media channels using the Sprout Social platform.

Internal and External Communications: Developing and disseminating information to employees and external stakeholders to keep them informed and engaged.

Branding and Identity Management: Maintaining our Branding Guide and ensuring consistent use of WestCare's brand identity across all communications.

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OTHER SERVICES FitzHouse Enterprises is a specialized entity that focuses on the unique needs related to the organization's physical infrastructure. This includes: Facility Design and Selection: Identifying suitable locations for new facilities and managing the design process to create functional and therapeutic environments.

Capital Project Management: Overseeing all aspects of capital projects, from planning and design to construction and completion.

Capital Grant Development & Management: Identifying and securing grants specifically for capital projects, such as renovations or new facility construction, and then supporting post-award capital grant compliance, such as procurement, labor, reporting, and other needs.

Leasing Management: Managing the leasing of properties for WestCare's programs, including negotiating lease terms and ensuring compliance with lease agreements.

Facility Maintenance: Providing repairs and maintenance support for WestCare-owned and managed facilities.

Legal Services provides WestCare with essential legal guidance and support. This includes: Contract Drafting and Review: Preparing, reviewing, and negotiating a wide range of legal agreements.

Dispute Resolution: Managing and resolving legal disputes through negotiation, mediation, or litigation.

General Counsel Services: Providing legal advice and counsel to the organization's leadership on various legal matters, including corporate governance, regulatory compliance, and employment law.

Policy Review: Reviewing organizational policies and procedures to ensure legal compliance.

Risk Management: Identifying and advising on potential legal risks.

Privacy and Compliance focuses specifically on privacy regulations and data breach management, including developing and implementing procedures for responding to and reporting data breaches in accordance with applicable laws and regulations such as HIPAA and 42 CFR Part 2. In addition, this team is responsible for addressing privacyrelated questions and complaints from individuals.

SUPPORTING SERVING

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SHARED SUPPORT SPOTLIGHT This month, we want to feature Strategic Sourcing and Supplier Management, led by Allison Schaffer. Allison works diligently behind the scenes to collect and analyze data and information related to purchases and then uses that to research supplier and product options.

Allison then builds relationships with vendors and group purchasing organizations (GPOs), negotiates agreements for better terms and pricing, and oversees dozens of purchasing programs and manages the software platforms for them, including: Amazon Business Filterbuy Foliot Furniture Food & Supply Source Grainger HD Supply The Home Depot Language Line Solutions Lowe’s Made Rite Bedding Company McKesson Medline MKT Fleet Omnia Partners Parent Medical Products Sunbelt Rentals United Rentals Walmart Business Over the past year, Allison’s efforts have resulted in estimated savings to WestCare of over $100,000, with rebates over $50,000. She has also helped multiple sites implement new food services programs and led efforts to incorporate new item donation programs through Amazon, Walmart, Good360, and MindfulGiving.

To learn more about these services, or to recommend other vendors or products for her team to investigate, please contact Allison at her email: allison.schaffer@westcare.com.