Understanding the Heritage Christian Culture

At Heritage Christian we’re fortunate to have a workforce that’s dedicated to our mission and to the people we support – so dedicated that 36 percent of our employees have worked here for five years or longer. Our retention rate for direct support professionals, the largest segment of our employees, is 79 percent, which puts us well above the national average.

Every organization strives to retain employees because it makes good business sense, but at Heritage Christian it also makes good sense for the people we support. It takes time for staff to know a person’s medical history and to learn to read body language for a person who doesn’t communicate in traditional ways. And even if it’s not a matter of medical frailty, it is a matter of dignity because it can be difficult to get used to a new staff person supporting your personal needs.

That’s why retaining the best employees matters so much and why we try to create a workplace culture that’s founded in Christian compassion, courage, honesty, humor, excellence and entrepreneurship.

We recently hired a company called Brand Integrity! to assist us in linking those corporate values to real behaviors – like smiling and speaking at eye level and making time to share a laugh with others. Close to 80 percent of active employees took a survey to let us know how we were doing as an agency in living out our values and they ranked us highest in the areas of Christian compassion and humor.

We’re still studying the results, but I know the survey information will help us strengthen our culture and our workforce. And that will improve the support we offer to people with disabilities.

 “The reason why I have stayed here with HCS is the relationships I have made over the years, the life lessons that touched my heart and the strong feeling of a second family.” – Karolyn Kowalski, manager at the home on Heim Road in Williamsville

“The warm environment and positive people make work almost like a social event where you are supported constantly by those who want to see you grow personally and professionally. … Time and time again, I personally, have found inspiration and encouragement from (the people we support), even if they are not able to verbally communicate this. What a blessing Heritage Christian has been.” – Andrey Khabursky, assistant manager at the home on Stone Road in Pittsford

 

 “There are many reasons why I have stayed working at Heritage Christian this long, other than just the great benefits the agency offers to their employees.  I like the fact that we work hard at maintaining our culture over the years and I have felt like Heritage Christian has become like an extended part of my family. We believe in promoting growth within the ranks. …The many life lessons learned in this career has enriched my life on a daily basis.” – Felipe Rios, manager at the home on Salt Road in Webster

 Enjoying the relaxing time to reconnect at Camp Pioneer 2013.

Celebrating family night at Camp Pioneer Reunion 2013.

HCS staffers support the behind-the-scenes work that makes reunion week successful.

 

29 Years of Unwavering Dedication

 

Marisa Geitner and Anne Scoppa have known each other for close to two decades. They are proud of Heritage Christian's history -- and look forward to its future.

By Marisa Geitner, president & C.E.O. of Heritage Christian Services

This month we celebrate 29 years as an agency – 29 years of relationships, accomplishments, and advocacy. 

Our numbers have grown, and our properties and programs have expanded. But the real measure of our agency’s success has been its unwavering dedication to the people we support.

At a time when people with developmental disabilities rarely traveled, we took people to Disney World. At a time when people spent their days assembling widgets, taking them apart and reassembling them, we created day programs that offered meaningful activities and opportunities to learn and give back by volunteering. 

In a country that barely recognizes its citizens with disabilities; we’ve been teaching and modeling with each mission trip. Every year, teams of volunteers travel to Guatemala with close to 900 pounds of gifts in their luggage – and love in their hearts for all of God’s children. Last year we sent 250 wheelchairs, along with crutches and walkers, to Hope Haven International for distribution to people in need around the world.

And at a time when Medicaid is changing and funds are shifting? We’re at the table with decision makers and we’re shaping policy.

It’s who we are and who we’ll always be. We have a history to be proud of and a future of innovation to look forward to.

The greater the measure of our accomplishment is the greater the Glory to our Lord.  It is through Him and with Him that this ministry grows.

Creating a future that's mission-focused

By Marisa Geitner, president & C.E.O. of Heritage Christian Services

Any time your budget is tied to government funding, there will be fluctuations in funding.

This year we’re facing a budget cut, and our reimbursement rates haven’t been adjusted for inflation in several years. We’re also figuring out how to adapt to a Medicaid system that’s being completely redesigned, meaning how care is coordinated– and what it will pay for – will be vastly different than what we’re used to. Plus, the state is working on standardizing its reimbursement rates. So, for example, an agency that provides the bare minimum in its day programs and an agency that enriches its day programs will be paid the same.

It’s natural to have concerns about changes in our funding. It’s healthy to wonder. But we need to focus on the task at hand – creating a future that’s as much about our mission as it is about the numbers.

• We have many people in need; we must create supports and services that remain relevant as the system changes.  Our services must be individualized, flexible and affordable.
• We are collaborating differently with similar agencies to prepare for the Medicaid redesign and may begin to share services as a means of directing even more dollars to our care.
• We’re fortunate we have employees whose high quality of care makes it possible for the Heritage Christian Foundation to continue to grow.  That money, a savings account of sorts, is a resource for the agency now and will steady us in the future.
• We will continue to invest in those employees because they create the culture that is the Heritage Christian difference.

Employees at Heritage Christian often support people as they build relationships and volunteer in the community.

Our competitive advantage is the power of prayer and commitment to a common purpose. Together – with God’s guidance – we’ll weather this change and thrive as we meet the demands of those in need with the highest quality supports and services.

Any ministry that’s not constantly reforming isn’t living up to its full potential. And we won’t settle for anything less.

What Really Matters

 

Heritage Christian is proud to announce it has earned a national accreditation for Person Centered Excellence from The Council on Quality and Leadership. As part of that accreditation process, a group of people invested in the success of the agency – including self advocates, direct support professionals, families of people served by HCS, various community partners and agency leadership – gathered to explore how people could have more authority to plan and pursue their personal vision for their lives.

The group focused on creating a plan called “What Really Matters.” The plan identifies four key areas to focus on: making sure individuals have easy access to their money; working to improve transportation options so people’s rides can be available when and where they want them; offering opportunities to participate in community experiences so lasting, natural relationships can form; and advocating so people can have greater control over choosing their service providers.

Bobby Terry, a self advocate, talks about the importance of focusing on the things that matter most:

Hi everyone. My name is Bobby Terry. I'm going to talk about people having more access to their money and how they spend it and how – as an agency – we can make service better for the people that we support by listening differently to the things that matter most to each person.

For me, it’s important that I be included more in the banking process, so I can go the bank with or without my support person. I also need easier access to my own money. I think that is what we mean when we say having money when we need it or want it.

The last thing I want to cover is helping people getting to and from places no matter how many staff members are working that day.  

These are some of the things that matter most to me and that’s why I advocate for them to improve, but I’m glad the agency is focusing on what matters to each person so each person is valued. All these changes I think will help people understand what’s happening in the agency and also let them know their voices are being heard and help them see they make a difference.

About The Council on Quality and Leadership

CQL works with organizations across the country to help improve the quality of life for people with disabilities, mental illness and older adults. CQL helps organizations focus on the person served, ensuring that the person defines the outcomes that are most important to their life.

The power of relationships by Drew Bielemeier, senior vice president of operations

 As an agency, we are dedicated to education as a way to improve the quality of our support and ensure the safest environment for those we support and our employees. We know how to safely support someone in receiving complex medications and perform CPR, how to support people with evacuating for fire drills and how to properly fasten safety q-straints for those requiring wheelchairs.

While education is an important part of our success, we need to talk more about something that also has proven to keep people safer and happier: relationships. We know that when the support professionals and the people we support become friends, advocacy increases and mistakes decrease. We know that when people genuinely care about one another, they’re less likely to cut corners or rush. And we know that those friendships open up a greater opportunity.

We call that social capital, and study after study shows that stronger social ties translate into better mental and physical health for people of all abilities. Relationships are that powerful! It all begins with the genuine and authentic relationship of two. 

Noah served as an usher at Drew and Jennison’s wedding. “I was shaking in my boots,” he said, but he wanted to do a good job for himself and for his friends. Now, he’s excited about moving to an apartment of his own with support that’s customized to his individual needs. “It’s going to be good for me.”

Joanne likes to visit with Drew at Rotary Sunshine Camp -- and she especially likes it when he brings shrimp for her. Their friendship is good, she said, adding that she always hugs Drew.

Heritage Christian – in partnership with Lifetime Assistance – recently brought in Al Condeluci to Rochester to talk about social capital. Condeluci has been an advocate and catalyst for building community capacities and understanding culture since 1970. He has worked as an attendant, caseworker, advocate, planner, program director and now, CEO of his organization, UCP/CLASS.  He has emerged as a national leader and consultant on human services and community issues, and he has some great talks on YouTube. Each session runs about seven minutes. Check them out to learn more.

Al Condeluci on building community, part 1:

Al Condeluci on building social capital: