Allied Community Resources solicits input from consumers, customers, families, Waiver Program providers and provider agencies in a variety of ways through telephone conversations, internet communications, written and telephone surveys and comments from funding sources.

SATISFACTION WITH SERVICES

Satisfaction surveys solicited for fiscal intermediary customers regarding the quality of the fiduciary services provided by ACR resulted in an average overall satisfaction rating of ninety-six percent (96%). Overall satisfaction increased for all programs from the previous fiscal year.

• CT PCA Waiver Program participants’ who rated their overall satisfaction as "Very Good" to "Excellent" averaged 97%.
• Satisfaction surveys solicited for the CT ElderCare Pilot Program participants, regarding the fiduciary services provided by ACR, resulted in an overall satisfaction rating of ninety-four percent (94%).
• An average overall satisfaction rating of ninety-three percent (93%) was obtained from the CT ABI Waiver Program providers.
• An average overall satisfaction rating of 100% was obtained from the CT DDS case managers, participants and families.

OVERALL SATISFACTION. The response to the one question regarding "overall satisfaction with services” averaged ninety-three (93%) percent. The averages of related satisfaction measures included:

• Payroll and payment processes - 92% percent satisfied
• Customer service - 88% percent satisfied
• Training - 92% percent satisfied
• Application processes - 91% percent satisfied

Measures implemented, or planned for implementation, to improve client satisfaction with services includes the creation of a Quality Assurance Department and a Customer Service Department. Additional surveys for training visits will be added in the first quarter of next fiscal year in order to obtain timelier feedback for improvements.

OUTCOMES

ACR’s services center on three main areas: processing, outreach and training. All three are provided statewide in Connecticut and all three areas have continued the rapid growth trend experienced over the past several years. Allied provided fiscal intermediary services to over 3,500 active participants in eight programs.

FINANCIAL MANAGEMENT SERVICES

PROCESSING PAYROLL AND VENDOR PAYMENTS. Allied processed over 102 million dollars this past year (July through June, 2009) in payments on behalf of over 3,528 individuals throughout the State of Connecticut and northwest Alabama! There were 8,043 individual providers paid, 80,023 paychecks generated, and 182,359 invoices and timesheets processed.

• ABI Medicaid Waiver Program invoices were processed totaling over 35.5 million dollars, for services to 386 ABI program participants.
• There were 3,258 active personal care assistants on the payroll for the PCA Medicaid program. They provided services to 788 PCA Medicaid Waiver consumers for a total payroll of 19 million dollars.
• The state-funded Personal Care Assistance Pilot program for consumers of the DSS Home Care Program for Elders distributed over 6.3 million dollars on behalf of 316 individuals who participated in the pilot program.
• The new Money Follows the Person (MFP) Medicaid Waiver and State-Funded Demonstration Program provided services for ten program participants and processed $48,780 on their behalf.
• The DDS Fiscal Intermediary program, including the Autism and DCF Pilots, processed over 41.5 million dollars for 1,987 individuals.
• The new Alabama Personal Choices Pilot program provided services to sixteen participants and processed over $85,000 in payroll payments.
• The Alabama Personal Choices program provided services to 41 individuals and processed $140,560 in payment for services.

TRAINING SERVICES

Allied is not just about processing millions of dollars for our customers’ services; we also provide important training to individuals. During fiscal year 2009, a total of 1,315 individuals and employers received training on acquired brain injury, person-centered planning and household employer responsibilities.

"A total of 6,781 ABI Waiver Program Providers have received Basic ABI, Self-Determination and Advanced Training since 1999.

 

ACQUIRED BRAIN INJURY TRAINING.

Since Allied began providing Waiver program services in 1998, we have been responsible for the training of thousands of individuals. A total of 6,781 providers have received ABI training since the start of the program. During fiscal year 2009, a total of 935 individuals attended live and video trainings throughout Connecticut on acquired brain injury, person-centered planning and advanced skills.

HOUSEHOLD EMPLOYER TRAINING

Four of our programs - the PCA Medicaid Waiver, the Elder Homecare Pilot, the DDS program and the Money Follows the Person Program - included visiting individuals in their homes to provide enrollment and training for household employer responsibilities.

ACR trainers also assisted individuals with their State and federal applications for employer status. Once enrolled, the individuals hire and direct their own personal assistants, allowing them the opportunity to live and work in their communities. ACR provided household employer training to 380 individuals during fiscal year 2009.

OUTREACH SERVICES

Allied conducted outreach for four contracts: two of the contracts for Medicaid Waiver Program providers and the new Money Follows the Person program, and one contract to educate and enroll individuals in the State of Connecticut Health Insurance for Uninsured Kids and Youth (HUSKY).

The HUSKY Outreach contract covered the entire State of Connecticut in addition to a concentrated program in the North Central region. The contract ended March 31, 2008. During the final three quarters of the contract, the HUSKY Outreach staff distributed 4,563 applications, mailed 114,548 fliers, correspondence and postcards, attended 98 events and meetings; responded to over 507 requests and inquiries; contacted 87 Newborn Initiative mothers, and arranged 130 press releases, news articles, advertisements and public service announcements.

Outreach to providers for the Department of Social Services’ Medicaid and pilot programs included the distribution of correspondence and fliers to 869 locations and entities; responding to 931 inquiries; attendance at twenty-two job fairs, conferences and presentations; and the distribution of 3,620 provider applications.

This report was updated with information through June 30, 2009.

"Creating Opportunities for People"