2020 ANNUAL REVIEW
A letter from the CEO Dear Friends and Colleagues, The COVID-19 pandemic, along with masks, social distancing, and quarantines dominated our personal and professional lives throughout 2020. Here at Service Alternatives resilience, creativity, persistence, and commitment also emerged in very special ways, co-existing with the heaviness of the pandemic. As an essential services provider, the efforts required to keep clients and employees as healthy and safe as we could were (and continue to be) monumental. And yet the way in which the community of committed and caring SA employees and clients have come together has been inspiring—and that is an understatement. During 2020, we added a vision statement for Service Alternatives that answers the question, “What is achieved when we successfully carry out our mission of ‘Advancing the potential of our communities, customers, and ourselves through exceptional service’?” The response to that question is “Thriving communities that empower, and are powered by, each person’s unique contributions.” This is the vision of SA. This vision is reflected in the 2020 annual review stories which highlight the unique contributions of clients, foster parents, and employees alike. There are stories of employees working with heart, creativity and persistence through the pandemic as they recognized the critical nature of their work. A family impacting kids through three generations of foster parenting highlights the reciprocal nature of foster parenting and the benefits gained by kids and families alike. From continuing to grow and improve programs despite all things COVID, and from pivoting completely from classroom training to virtual learning, the concept of empowerment emerges. And what about the story of Travis applying skills learned to have his longest home visit... during COVID! Each story weaves in a bit of what we mean by thriving communities. These stories are snapshots of SA’s work. They highlight the level of skill, compassion, and values that we strive for every day. Beyond these stories, the way in which employees and clients alike came together to not just survive but thrive during an incredibly difficult year astound me. While COVID remains, there are signs of hope. Please continue to stay well and strong during this time…and always be kind. This helps us all thrive. Thanks,
Our Vision: Thriving communities that empower, and are powered by, each person’s unique contribution.
Our Mission: Advancing the potential of our communites, customers, and ourselves through exceptional service.
RESPECT INTEGRITY EXCELLENCE COMMUNITY CUSTOMER SERVICE FISCAL RESPONSIBILITY EMPLOYEE SATISFACTION
Skills for Success Service Alternatives’ Dialectical Behavior Therapy (DBT) facilitators use individual and group formats to coach clients in four areas: mindfulness, distress tolerance, emotion regulation, and interpersonal effectiveness.
452,493
Hours of direct service provided to adults in residential settings
47
DBT Skills
Zach having a good time with the DBT program
Training Group Sessions
���� Annual Review Travis is a DBT client who receives support though adult residential services. Before DBT, Travis had a tough time staying calm. At work, the noise, bustle, and demands of the job were overwhelming. At home, he would become bored, frustrated, or not understand why his needs were not being met. Through DBT, and supported by his Direct Service Professional (DSP) staff, Travis has learned to recognize when he feels overwhelmed. Using a skill called STOP has allowed him to regulate his emotions and verbalize his needs when he begins to feel agitated.
once a month for a couple days. As he became more confident with his skills, he was able to add an extra day to his visits. And by this past Christmas—with COVID precautions followed—Travis spent 10 days with his mom. Although everyone was a bit nervous leading up to that visit, it turned out great. Travis was happy to spend time with his family. He spoke with his DSP team during the visit, and even described applying his STOP skill at one point, pleased that he was able to calm himself on his own. Service Alternatives congratulates Travis on his hard work and success with DBT.
Travis has used this skill with his family as well. Before beginning DBT, Travis would see his mom
Travis also uses his DBT skills at work to stay focused
���� Annual Review Overnight Planned Respite Services (OPRS) is a service for adult clients of the Developmental Disabilities Administration (DDA) who live with their families. OPRS enables family members to take a break from caring for their loved ones while those clients experience community living outside their home.
1,706 DSP New Hire Training Hours
Tumbul receiving a Service Alternatives Value Award for Respect
Employee Spotlight Trust between clients and their Direct Support Professionals (DSPs) is essential and is typically built over time. But at SA’s respite programs, the relationship must be established more quickly to maximize engagement. Tumbul Trawally, who has worked in the program since January 2019, goes out of his way to make his clients comfortable. Tumbul seeks to make the space truly feel like the clients’ own. He lets clients know that during their stay the appliances and TV are theirs to use, and that they can choose their activities. When one client shared their love for airplanes, Tumbul planned a trip to the nearby airport where the two sat together and watched the planes take off. This was something the client had never
done before, and that they relished. The client’s parents were overjoyed that staff customized an activity just for their family member. When another client wanted to go roller skating, Tumbul was hesitant to put on skates himself, but he arranged the outing and supported his client from the sidelines. In September, when the program went through a recertification process with DDA, the evaluator was impressed. Customizing outings to each respite client demonstrates SA’s commitment to person-centered services. SA is thankful for the creativity of Tumbul and for all the DSPs who assure the clients they support have many opportunities to advance their potential.
125 Webinars
conducted
for SA Employees
Essential Workers When the pandemic hit in early 2020, John Stein*, a Service Alternatives’ Employment Services (ES) client who works as a sales clerk, didn’t stop providing his services. John has worked at Navy Exchange since 2016. As a retail store employee, it quickly became clear to him that ensuring the coolers were stocked with beverages was an essential service he could provide to his community as the pandemic took hold.
*name has been changed to protect client’s privacy
Wayne Musha exhibited a similar dedication. The church where Wayne works—which opens its doors at night for people experiencing homelessness—saw an influx of people needing a safe place to sleep. While some of Wayne’s coworkers took time off during the stay-at-home order, Wayne continued showing up, working hard, and leaving the church refreshed and ready for those who needed it most.
���� Annual Review
23
New supported employment job placements
Employment supports provided to individuals at different businesses
95
52
WorkFirst clients completed the program with jobs
Jack Mathisen, a dishwasher at Island Senior Resources, found himself with fewer dishes to wash when his organization—which prepares and serves meals to seniors and adults with developmental disabilities—shifted to delivery-only. But that didn’t stop Jack from going to work to help clean the kitchen after the meals were sent out. These are just a few examples of the many ES clients who put themselves on the front lines over the past year. They donned PPE, followed social distancing recommendations, and took pride in a job well done. Service Alternatives takes great pride in each of the essential employees in our ES programs, and in the staff who have supported them during this most challenging year.
���� Annual Review When Cheyann Larsen and Tyler Richards began the process of becoming foster parents, Service Alternatives staff were introduced to Cheyann's mother, Zina Larsen. Staff quickly learned that this family has a very special foster story.
17 From left to right; Zina Larsen, Tyler Richards, Cheyann Larsen, and Madison Richards
37
Foster homes retained
Newly licensed foster homes
Foster Parenting Legacy Zina, who grew up in Ogden, Utah, had more than 150 foster siblings. Her parents, Harold and Norma, were foster parents for over 30 years. Zina’s big house was home to eight children at any given time. Never lonely, her childhood was full of laughter and adventures. While foster reimbursements were low, and the family wasn't compensated at all in some cases early on, Zina’s parents took pride in treating every child with equal care. Harold and Norma were recognized in their local paper as well as in the national magazine, Women’s World. They provided opportunities for all the kids to experience life and have adventures. By the time Zina
21
was 18, her family had traveled to 48 states, Mexico, and Canada. Over the years, youth who aged out of care often stayed at the family home until they were able to make it on their own and always remained members of the family. As Zina watched her daughter and son-in-law become foster parents, she recalled the impact her parents made, envisioned the impact her daughter would make, and wanted to make her own impact. With plenty of encouragement from her daughter, Zina began the certification process, and on September 4th, 2020, she received her own foster care license.
Youth
moved into permanent homes
Empowering Youth Two Olympia-area Service Alternatives programs have recently been accredited by the Commission on Accreditation of Rehabilitation Facilities (CARF). As part of the accreditation process, CARF challenged the programs to increase youth empowerment and provide avenues for youth to have more of a voice in their own care.
137,692 hours of service provided to Children & Families
3,172
hours of training provided to Service Alternatives employees
97
Emergency Placements for Youth
Providing safe places to sleep
The program Christmas tree was thoughtfully decorated to combine the traditions of several youth
���� Annual Review The programs, which serve foster youth age 12 to 17 who qualify for Behavioral Rehabilitation Services (BRS), were energized by this recommendation. They began by launching a quarterly Youth Satisfaction Survey. The team agreed to review each survey with a focused philosophy: •We honor their voice and their choice •We desire to listen to their complaints, their wants, and their needs •We will genuinely accommodate them when possible. “The survey gives us a clear picture of where they are and what they need so that we can best serve those needs,” said program manager Jessica Weston. “When their basic needs are met, they are more willing to engage with trauma counseling.” Next, the team changed the structure of their weekly ‘house meetings’ to focus on youth input. Youth were invited to play a more active role in how their spaces
were arranged, what types of foods were served, and how the program marks holidays like Christmas. Youth were asked about their own family traditions and staff used those experiences to plan a festive holiday season that was meaningful for all. In addition to providing new opportunities for youth to engage in the services they receive, the programs also created pathways for youth to provide feedback and file grievances. Efforts like these have led to increased understanding and trust between staff and program participants. And they’ve helped youth to feel more respected as individuals. Samantha Simones, the program’s mental health therapist, explained one of the most exciting changes. Youth are self-identifying goals to work on. The team works together to develop a plan that ensures youth feel heard. “They like having a say in their goals,” said Samantha. “They feel more invested in working on them."
���� Annual Review Service Alternatives has held the Washington State Developmental Disabilities Administration (DDA) Technical Assistance (TA) contract since 2011. The team focuses on managing training requests, searching for resources and field experts, and managing the details and logistics for trainings and consultations.
2,206
individuals virtually trained across
Washington State
104 RIGHT RESPONSE
newly certified
instructors and expansion to 4 new states
through Technical Assistance
784
Technical Assistance hosting a virtual event
hours of
VIRTUAL MEETINGS + WEBINAR
hosting
Successful Pivot When COVID-19 restrictions took effect in March 2020, there was uncertainty about how this would impact provider trainings. How could people learn safely when gatherings were restricted? SA partnered with DDA to set up a virtual Town Hall via Zoom. While the team planned for up to 300 participants, many more attempted to join. It was clear that providers had questions, concerns, and wanted to provide input on how to move forward. The team quickly secured a larger account and scheduled more town hall meetings. Once DDA and the Service Alternatives Training Institute (SATI) found their footing in large virtual meetings, SATI shifted its focus to converting from in-person to online training. TA and SATI collaborated to
develop strategies and best practices, including tips for creating engaging online content and using Zoom features. SA staff also continued to host trainings. Ali Al-Sadi provided hosting support to Sarah Blanchette, Residential Training Manager at DDA, for her classes on how to train virtually. During one class, Sarah was bumped off the call and Ali covered the curriculum in her stead. When she returned, Sarah was so pleased that she invited Ali to co-train future classes. The pivot to online training has been a big success. SATI didn’t allow the pandemic to prevent them from reaching their participants. They adapted quickly, focusing on new ways to advance the potential of the communities they support.
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Advancing the potential of our communites, customers, and ourselves through exceptional service.