Page 7 - The Arc CCR Annual Report 2023
P. 7

 Breaking Ground in
Self-Directed Services
Creating opportunities for self-determination and independence.
 A new contract means new growth, challenges, and goals for The Arc’s Self-Directed Services teams.
Self-Directed Services is one of the
most progressive, innovative services available to people with IDD in Maryland, allowing them to be their own employer and hire, onboard, and train their own support staff. This service’s flexibility, self-determination, and choice are
the primary reasons for its incredible popularity over the last four years. Today, Self-Directed Services is the fastest- growing division within The Arc.
Before the pandemic, The Arc’s internal Self-Directed Services team was a small but mighty group of 15 employees and contractors who supported 1,194 self- directing participants across the state. The Arc was one of several self-directed service providers in Maryland, and the contract our services operated under had been unchanged since 2006.
Four years later, The Arc supports
over 2,200 self-directing participants
with almost 6,000 active employees. Supporting more participants, employees, and teams means connecting with more vendors, communicating with more Coordinators of Community Services (CCSs) and Support Brokers, and
hiring more Arc employees to increase the capacity and infrastructure to meet the increased demand. Today, over 50 employees directly support Self-Directed
Self-Directed Services is one of the most progressive, innovative services available to people with IDD in Maryland, allowing them to be their own employer and hire, onboard, and train their own support staff. This service’s flexibility, self-determination, and choice are the primary reasons for its incredible popularity over the last four years.
Services at The Arc, and many more contribute to its success behind the scenes.
This constant, sustained interest and energy around self-directed services is unprecedented in Maryland. In 2019,
the Self-Directed Services Payroll
team disbursed $2.1 million in monthly payroll to the employees of self-directing participants; today, that number has
grown to $15.5 million. In 2019, our Accounts Payable team (responsible for processing vendor payments and mileage reimbursements) released $467,000 in payments every month; today, that number has skyrocketed to $2.1 million per month.
The changes focused on increasing security, safety, and choice for people self-directing their services and allowed our teams new opportunities to streamline internal processes, develop new ways
for us to evaluate our performance with results-based accountability strategies, and increase the quality of our customer service.
Despite the discomfort that can come with so many new requirements in such a short time, our internal teams and the teams of
self-directing participants across the state truly rose to the occasion time and time again. Our teams regularly work around the clock to meet the needs of our new contract requirements and the needs of our participants. Today, we are proud
to say that our teams and practices are stronger than ever.
In many ways it is safe to say that Self-Directed Services in Maryland
only continue to exist, grow, and expand because of The Arc’s leadership, advocacy, and resilience in pursuit of higher quality services for the people we support.
“Over the last year our teams have
grown and our processes have adapted, but what hasn’t changed is the reason why everyone here keeps showing up every day,” said Jonathon Rondeau, President & CEO of The Arc. “Why we continue innovating and improving. Why we remain determined even when there are challenges and changes. And that’s because of the thousands of people we support across Maryland who depend on this service to live self-determined lives.” ■
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