Center of Hope Foundation, Inc.

2020 Annual Report

The Mission of the Center of Hope Foundation, Inc. is to provide people with disabilities and their families from different cultural and ethnic backgrounds with the resources, services and opportunities to be contributing members of their communities and to achieve the most fulfilling and meaningful lives possible.

Guiding Statements

•To foster the acquisition of those skills necessary for obtaining and maintaining a viable standard of living.•To assist individuals with severe disabilities to develop and acquire the services and resources, which will allow them to meet their goals for meaningful and productive living.•To facilitate the development of each person’s confidence and self-esteem crucial for one’s growth, development and independence.•To assist with the development and nurturing of fulfilling relationships.

The vision of the Center of Hope Foundation, Inc. is to broaden the scope of care, resources, advocacy and services to an ever widening circle of individuals with disabilities and disabling circumstances from diverse cultural and ethnic backgrounds, who desire to work, overcome barriers to opportunity, who need critical supports to prevail over disadvantages and who wish to achieve and preserve the prospect of a fulfilled life.

Center of Hope’s Mission & Vision

Dear Friends of the Center of Hope,

What a time this has been, as we look back at Fiscal Year 2020, which started as usual on July 1, 2019 and ended on June 30th, 2020, anything but “as usual”. I am so pleased to report that we have an extraordinary team of people who work here who have managed to stay positive and committed through all we’ve been through.

We started the summer with more employment internships leading to local employment with Harrington Health Care and ongoing employment at many more sites in the area. Our Day Habs continued to be much sought after programs which were busting at the seams, causing diligent searches for new space.

We successfully completed a CARF survey with a three year accreditation and many accolades at our almost perfect review. Our 5 year Strategic Plan was updated, and a succession plan accepted for Jim Howard’s retirement and new leadership for FY21.

CoHF decided to use the services of Financial Development Agency, an experienced consulting firm in the development of a Capital Campaign to help us to secure the funding needed to increase our capacity and further our growth. Letters, personal interviews, strategies, and meetings with the Board were accomplished to gear up for the campaign.

We started to get together our long standing Legislative Agenda as the Governor’s proposed budget was submitted, including our 32nd annual legislative breakfast. We were working with the Arc of Mass., Arc National, ADDP, and other local agencies on a campaign to support increased wages for Direct Support Professionals when the decision to close all programs as of March 16th occurred.

Since that time, we have worked diligently with the same agencies, DDS and Mass Health to change to virtual programs to be able to provide essential services, keep the agency solvent and be ready to re-open when we are allowed to start programs again. The agency has lost significant funding and has had to adjust expenses accordingly.

We have had to put legislative and fundraising events on hold, but all advocacy and new requirements are still happening to keep us prepared for when we can begin to get back to “normal.” We did change leadership as of July 1st and have yet to give a proper send off to Jim Howard and Geri Filion for their 35+ years of service. When they came on in 1984 the agency didn’t have money to heat the building, so their foresight and devotion is very much appreciated. Cindy Howard is now CEO, Erika Travinski is COO, Chad Krause is CPO and Christine Byrne is CFO.

The people we serve remain the light in our world as we serve them in new ways, and the hardworking, dedicated Staff and Board continue to amaze me still while we negotiate these difficult times. It looks like the light at the end of tunnel is approaching, so we will do what it takes to come back with renewed strength and insight from these times to make us better than ever!

With highest regard,

President/CEOCenter of Hope Foundation, Inc.

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Percentage of Goals Met

FY” 20 Intake/Decline List

For the FY’20 reporting period, the Center of Hope accepted 29 referrals into our programs. The majority of new intakes were admitted into the COHDH and StDH programs. Five of the intakes were provided with split schedules of day program and vocational supports.

The agency declined 21 referrals for various reasons that included lack of space in the QRDH program, the mental health needs of referrals exceeding the supports we offer and the referrals themselves selecting other programs. Many referrals were also placed on hold due to the COVID-19 pandemic which closed Center of Hope from in-person programming from March 2020-August 2020. Due to MassHealth not funding new intakes unless they receive support in person, we were not able to admit people on a virtual basis to start. These referrals will start in the programs as soon as space is available.

Strategic Plan Updates 2019-2023 • The Center of Hope Foundation (CoHF) will continue to position itself for sustainability through strategic and succession planning by using information from all stakeholders to create overarching goals in order to develop a new 5-year sustainability plan. • The CoHF will continue to identify and address key vulnerabilities while building a “leaderful” organization. CoHF will upgrade its mission to meet the emerging needs for the human service landscape by prioritizing Trauma Informed Care, Positive Behavior Support, Cultural Diversity and Community Integration. • The CoHF will recruit and retain a quality workforce by decreasing staff vacancies in programs, strengthen management, decreasing time taken to hire new staff and enhance the employment experience of our Direct Support Professionals. • The CoHF will work with other agencies and trade organizations to collaborate resources to create an economy of scale. The COHF will also continue to strengthen the agency’s financial foundation by exploring the feasibility of a Capital Campaign, delivering accurate and timely financial reports, decreasing the use of overtime, continue growth through increased referrals and exploring means to diversity funding sources.

• TRAUMA INFORMED CARE & RESPONSE The agency Trauma Informed Care Committee continued to meet on a consistent basis throughout FY’20. The group reviewed the agency survey results that asked staff questions related to safety, choice, trust, collaboration and empowerment. Recommendations were then communicated to the Executive Team, who addressed the concerns and recommendations.

A Trauma Informed Care Resource Guide was also created and is available for anyone who is in need of supports. The state de-escalation and restraint training has components of Trauma Informed Care in it and members of the TIC group complete this training with new staff. Group members also completed an agency assessment of Trauma Informed Care practices and compared this with the last agency assessment. Significant improvements were made in program procedures and settings, staff trauma training and education, as well as formal service policies.

• ALICE TRAINING Alert, Lockdown, Inform, Counter, Evacuate ALICE Training is an active shooter training solution. Renee Proulx, Director of Safety, and Lauren Vasbinder, Administrative Coordinator, became Certified ALICE Instructors during the year. Each staff within the agency were trained and tested on the ALICE solutions. Drills were incorporated during trainings to ensure the safety of both staff and the individuals we serve. These trainings allowed staff to identify their surroundings and think how these would affect possible solutions. Examples would be the directions of door jams, possible exiting strategies and how to properly inform others in the building. Yearly testing will be mandated for staff as a reminder of ALICE.

• Employee EngagementThe Center of Hope implemented an employee engagement initiative. Monthly newsletters were distributed which included staff birthdays, anniversaries, new hires, promotions, kudos, games, news and updates and agency wide contests. Staff really enjoyed being recognized and thanked for going above and beyond. During the holidays each department was able to create a gingerbread house where the winning team received a pizza party. Every program got into this creation of unique houses.

Day Habilitation Programs

In the beginning of FY20’ The Center of Hope Foundation, Inc. operated five Day Habilitation Programs in Southbridge and Sturbridge, MA. All programs offered individuals specific skill

trainings, as well as community access outings.

The Day Habilitation Programs provided services and supports to individuals with varying levels of disabilities and abilities. Programs focused on community involvement, increasing independence through life skills and on developing individual’s self-esteem and confidence.

On March 16, 2020 the Center of Hope Foundation closed all in person services due to the surge in Covid-19 cases and mandates set forth by the state of Massachusetts. Prior to

the pandemic the agency was supporting over 650 individuals through our day programs, employments support services, supported housing and various family support services. The

closure forced the agency to reconfigure its service model overnight.

The agency developed its first Virtual Day Program using the Google Classroom platform. The concept was to mimic the life skills that the programs had developed through

Each day individuals were given skills trainings, videos, worksheets and activities. For social interaction, daily Zoom meetings were also implemented. On these Zoom meetings, a variety of activities were performed; discussion on skills/topics, games, crafts, cooking classes, CBDS Groups, Building Bridges, Drum Circle, Creative Writing, Karaoke and more. Daily activities work towards special goal areas. The Virtual Day Programing was the only services offered

from March until August 2020.

“My son Nicholas attends Center of Hope. I want to tell you that the staff have done a wonderful job on the zoom calls during the pandemic. I have been on many of them with Nick. The staff shows the utmost respect and kindness to the individuals. I have more than once thought to myself the country needs to hear this lesson; they could learn so much from these individuals. We should aspire to be like them; they don’t judge; they just like you for who you are! What a beautiful thing! Thank you so very much for what you do. It is greatly appreciated!” -Sheila

Quinebaug River Day Habilitation (QRAD)• Created New Curriculum For The Skill Trainings.

• Ran Two Successful Drills, Large Medical Crisis And Missing Person.• Hosted 2 Anna Maria Interns.

• Decorated The Program For The Holidays, Holiday Baking And Enjoying Holiday Curriculum.• Installed Mats Around Poles Throughout The Program.

• Had An Individual, That Typically Doesn’t Engage With Peers, Start To Engage With Peers.• Created A Low-Tech Communication Book For An Individual To Be Able To Utilize Throughout The

Day To Help With His Communication Skills.

Southbridge Day Habilitation (SDH)• Continued Reverse Integration With Drum Circle Sessions With Mike Leo.

• Continued Community Access Trips To Roseland Park, Dollar Tree, Hopes Treasures, Dunkin Donuts, Michaels Craft Store, Walmart, Bowling, Five Below, And The YMCA.

• Had Holiday Parties Throughout The Year Where The Program Was Decorated And Musical Performances Occurred.

• Outdoor Yard Allows Individuals To Enjoy Fresh Air While Enjoying A Gazebo, Swinging And Grilling.

West Street Day Habilitation (WSDH)• Rotating Monthly Calendar Of Community Access Trips.

• Continued Monthly And Daily Meetings With Staff Ensuring Everyone Was On The Same Page.• Program Was Decorated For Holiday Parties.

• Continued To Enjoy Reverse Integration With Mike Leo’s Drum Circle. • Developed New Curriculum.

Sturbridge Day Habilitation (StDH) • Started Up The Water Bottle Initiative to Promote Hydration As Well As Being Green. StDH Asked

Individuals And Staff To Bring In Reusable Water Bottles.• Enjoyed Community Access Trips To Local Ice Cream Stands, Old Sturbridge Village, Hog Heaven

Hobbies, Morris St Park, Breezy Gardens, Hope’s Treasures And More.• Continued Success Involving Community Integration With Johnny Hot Dogs, Mike Leo’s Interactive

Drum Circle, And A Healthy Relationships Seminar Provided By Harrington Memorial Hospital.• With Staff Assistance, Individuals Attended A Fun Afternoon At The Park, Wore Gloves And Used

Trash Pickers To Help Keep Morris St Park And The Basketball Courts Litter Free!• A Local Recreational Group Connected With The Agency And Offered An Angler Fishing Educational

Program Free For All Individuals Interested. The Program Went Off Without A Hitch And The Individuals Who Participated Said They Had Wonderful Experiences!

• The Program Was Able To Take Tours Of The Southbridge Airport, Southbridge Police Department And The Charlton Fire Department. The Tours Were Exciting And Educational.

• StDH Was Able To Have A Caroling Group And Visit All Of The Agency Programs To Spread Cheer!• StDH Sponsored And Created A Mini-Golf Hole To Support An Annual Fundraising Event At The

Joshua Hyde Library.

Center Of Hope Day Habilitation (CODH)• Continued To Enjoy Reverse Integration With Mike Leo’s Drum Circle.

• Enjoyed Weekly Karaoke.• Enjoyed Decorating For Holiday Parties.

• Enjoyed Community Access Trips.• Continued To Volunteer At Local Sites including Meals on Wheels and Harrington Hospital.

•Began shopping for agency food bank. • The Massachusetts Division of Fish and Wildlife provides an Angler Education Class to Program

Members at the Westville Dam. • Cindy Howard and Erika Travinski offer Art Classes assisting program members in making

handsoaps and other crafts.

Employment Services (VOC)• Partners For Positions Continued To Run With New Program Members Having Opportunities To Work At The Southbridge Hotel And Conference Center And At Harrington Memorial Hospital. Individuals

Were Hired Permanently At HMH Food Services Department And At SHCC.• The Youth Works Program Was Able To Place Students At Cops & Kids, SHCC, Southbridge Water

Department, Southbridge Recreation Center And COH - Southbridge Day Habilitation.• Obtained A Few New Paid Job Janitorial Sites Which Included Lamothe & Associates, Muddy Brook

Fire Department And Charlton Library.• Hope’s Treasures Continues To Do Well, Supporting Numerous Program Members. We Were Able To

Assign A Job Coach And Two Program Members For Furniture And Item Pick-Ups On Thursdays And Fridays.

• A New Just The Details Manager Was Hired In September 2019. The Small Business Support Staff Did A Wonderful Job Filling The Position In The Interim.

• Blue Star Horse Farm In Palmer, MA Closed In October, But We Were Able To Find Another Horse Farm To Volunteer At In Woodstock, CT.

• 23 Eats Closed In November 2019 Due To Lack Of Sales And The Chef Moving On To Another Job.• Entered A Christmas Tree In The Annual Festival Of Giving Tree At Lasalle. Program Members

Worked Hard On Making Ornaments For The Orange, Yellow And Gold Tree (COH Colors).• A New Greenhouse Job Coach Was Hired In December 2019.

• A New Culinary Job Coach Was Hired In February To Support Hope’s Kitchen.• On June 15, Program Members Were Asked To Return To Noress To Work For Our Various

Customers.

Clinical Department • Grief And “End Of Life Care” Training Was Implemented On Several Occasions To Support Staff

Through The Process Of An Individual Having A Terminal Illness Or A Death In Program. Kelly Hutton, Director Of Support Services, Has Played A Major Role In Assisting With These Trainings And

Supports. • PBS (Positive Behavior Support) Newsletter Has Continued And Been Modified To Include Trauma Informed Care Material. This Newsletter Is Sent Out On A Monthly Basis To Provide A Topic Of The

Month And Acknowledgment To Those Staff That Have Gone Above And Beyond Displaying PBS Care To Program Members.

• Internal Trainings In Day Habilitation And Vocational Programs To Review The Importance Of Data Collection And Its Accuracy.

• Monthly TIC Team Meetings. • Trauma Informed Care: Trainings Have Continued To Be Implemented During New Staff Orientation

And Throughout Programs To Provide Continued Education To Staff. • Data Tracking Training Material: Training Material Has Been Created And Implemented Throughout

Programs On An As Needed Basis To Provide An Overview On How And Why We Do Data Tracking. • TIC And Preventative Measures Training Presented To The Employments Supports Program In

September 2019. • January 2020, Implemented The New PABC Curriculum And Training Outline For New Hires And

Annual Recertification. This Training Was A 3 Day Training Which Included TIC, De-Escalation Techniques, Updated Deflection And Restraint Techniques And More.

• Clinicians Quarterly Meetings- These Meetings Were Created By The Psychologist From DDS To Have All Area Clinical Teams Come Together And Share As Well As Provide A Training On A Topic That

Is Challenging In The Clinical Field Each Quarter.

Family And Support Services• In 2019-2020, We Served 3 Children Who Were Successfully Involved In The DESE/DDS.• Grew Our Camp Of Hope To Include Neuro Typical Kids With Our Intellectually Delayed

Population. We Have Found This Partnership Has Helped The Camp Grow And Open So Many Children’s Eyes To New Opportunities.

• Building Bridges Is The Self Advocacy Group That Is Supported By The Center Of Hope, Inc. Representatives From Each Program Were Invited So That All Programs Had Input. Members Were

Encouraged To Engage In Legislative Advocacy By Contacting Their Legislators.• Emotional Support And Encouragement Has Been Provided To A Number Of Families That Have

Called With Questions Ranging From Locating Support Services And Advocacy, To Accepting Supports Regarding The Birth Of A Special Needs Child. Each Referral Applicant Is Offered Support Services To Achieve Maximum Benefits And Opportunities For The Individual And The Family. There Is An

Average Of 10 Calls Per Week Requiring Guidance And Support.

13.5%2.3%

2.1%

11.2%

11.0%

38.8%

12.0%

1.1%

0.3% 1.3% 0.4%1.0%

0.1% 3.7%1.1%

Fiscal Year 20 Income

MART - 13.5% Small Business/Comm Inc - 2.3%

Ind Home Support - 2.1% MA DDS Voc/CBDS - 11.2%

CT DDS - 11.0% Day Hab Inc - 38.8%

MA DDS Day Hab Supp - 12.0% Schools/Private Pay/Thornfield Hall - 1.1%

MRC - .3% Fundraisers/Donations - 1.3%

ABI - .4% Intercompany Sales - 1.0%

Misc/Interest - .1% Construction/Rental Income - 3.7%

Camp/DESE/Youth Grant - 1.1%

2.4% 5.0% 2.4%

1.5% 2.9%

1.4% 0.6%2.2%

1.4%3.4%3.6%

73.4%

Fiscal Year 20 Expenses

Client Wages & Taxes - 2.4% Depreciation - 5.0%

Insurance - 2.4% Misc - 1.5%

Office & Travel Exp - 2.9% Interest, Fees, Taxes & Dues - 1.4%

Professional Exp - .6% Program Supplies & Exp - 2.2%

Repairs, Maint & Equipt - 1.4% Utilities - 3.4%

Vehicle Exp - 3.6% Wages, Taxes & Fringe - 73.4%

FY’20 TOTAL INCOME $13,665,288

TOTAL EXPENSES $12,882,508

MARKETING AND COMMUNITY OUTREACHThe Center of Hope continues to offer services, for which we receive no funding. In order to continue to offer these services the Center continues its fundraising efforts. We also continued to volunteer in the community raising awareness for the Center of Hope and our mission, increasing the opportunities given to everyone we serve.

2019 Golf Tournament Our annual COH Golf Tournament was held at Heritage Country Club in August. This event was fun and successful.

Wine/Beer Tasting and Live Auction This year the Center adjusted its Annual Auction Fundraiser, adding in a Wine and Craft Beer Tasting. All wine and beer vendors donated their time and product as well as a door prize. This funfilled night included the tasting, hors d’oeuvres, games and the live auction hosted by Rich Merrill. This event was a success and was enjoyed by many.

Thanksgiving Food Drive This year the Center of Hope reached out to the community for help with the Thanksgiving Food Drive. We received help from many local businesses that put out collection boxes, collecting both food and monetary donations. The Webster Middle School also ran a food drive competition which resulted in filling a 12-passenger van with a large variety of non-perishables. These large donations allowed us to increase the amount of “meal boxes” we were able to give from 100 to 150. We were also able to stock our food pantry with extras.

Holiday Store The Center of Hope opened and operated a Holiday Store. This store had a wide variety of products and was open to staff, program members and the public. Program members were able to come in and shop for their loved ones, receiving a sense of independence.

Holiday Giving Program The Center continued its Holiday Giving Program and was able to give to a large number of families, putting smiles on countless faces.

VOLUNTEER BOARD OF DIRECTORS

PRESIDENT, JAYNE BOWLERVICE PRESIDENT, SHERIE BOMBARDIER

TREASURER, JAMES GRAHAMCLERK, CHERYL RYAN CHAN

PATRICIA LAWRIEANNETTE LAZILI

BARBARA REYNOLDSLINDA COURNOYERSCOTT SZOLUSHA

LUIS TORRESJEFF CHASSE

KRISTINE BIAGIOTTI-BRIDGESALEX BOWLER

KEY ADMINISTRATION

PRESIDENT, CEO, JAMES HOWARD EXECUTIVE VICE PRESIDENT, COO, CINDY HOWARD

ASSISTANT EXECUTIVE VICE PRESIDENT, COO, ERIKA TRAVINSKI VICE PRESIDENT OF PROGRAMS, CHAD KRAUSE

PROGRAM ADMINISTRATION

QUINEBAUG RIVER DAY HABILITATION: CARRIE KUSZPA, PROGRAM ADMINISTRATOR & DIRECTOR OF HEALTH CARE SERVICES, R.N.

SOUTHBRIDGE DAY HABILITATION: JULIE MONETTE, PROGRAM ADMINISTRATOR & ROGER HODGKINS, PROGRAM DIRECTOR

WEST STREET DAY HABILITATION: MONIQUE CHAPDELAINE, PROGRAM ADMINISTRATOR & NICOLE

CIRBA, PROGRAM DIRECTOR

STURBRIDGE DAY HABILITATION: AMANDA COURNOYER, PROGRAM ADMINISTRATOR & ALLISON ROUTHIER, PROGRAM DIRECTOR

CENTER OF HOPE DAY HABILITATION: DANIEL VASBINDER, PROGRAM ADMINISTRATOR & HILLARY DANCAUSE, PROGRAM DIRECTOR

EMPLOYMENT SERVICES: ALEX KWASEK, DIRECTOR OF EMPLOYMENT SUPPORT

& DIANNA REBELLO ASSISTANT DIRECTOR OF EMPLOYMENT SUPPORTS

RYAN CHAUVIN, DIRECTOR OF CLINICAL AND FAMILY SERVICES