Customer First: Showing Care and Compassion in Every Interaction

DIRECTOR’S CORNER
Valentine’s Day and Beyond: Making Customers Feel Heard and Valued

February is a month filled with love and care, and it’s a perfect time to reflect on our core value of putting the ‘customer first.’ Just as Valentine’s Day emphasizes connection and thoughtfulness, our work focuses on understanding and supporting our customers’ emotional needs. Helping them express their feelings and communicate effectively requires patience, empathy, and creativity. By keeping their well-being at the center of all we do, we show them they are valued and respected. This month, let’s celebrate the ways we prioritize our customers and continue to make a difference in their lives.

Travis Toedtemeier
Founder/Director

FEBRUARY’S QUOTE
Theme: Customer First

IMPORTANT UPDATES
New Changes to In-Home Support Hours: What You Need to Know

Dear Individuals and Families,

We want to share an important update about how in-home support hours are determined. The Office of Developmental Disabilities Services (ODDS) will begin the final phase of the Compass Project on April 1, 2025. The Compass project is a transition to the Oregon Needs Assessment (ONA). This means that starting with Individual Support Plans (ISPs) that begin or renew on or after April 1, 2025, in-home support hours will be based on the Oregon Needs Assessment (ONA) service group. Some individuals may need an exception to receive additional hours.

What is the Oregon Needs Assessment (ONA)?
The ONA is a tool used across Oregon’s I/DD services to:
• Assess support needs fairly and consistently.
• Determine in-home support hours using a service group system.
• Provide a standardized approach for in-home care services.

What This Means for You: 
• This change will happen gradually as ISPs renew between April 1, 2025, and March 31, 2026.
• By April 1, 2026, all in-home support hours will be based on the ONA service groups.
• If your ISP renews in April or May 2025, your support hours will be determined by your ONAservice group. The Adult Needs Assessment and Child Needs Assessment will no longer be used for in-home services.

Project Update:
ODDS is now focusing only on completing the in-home hours transition as part of the Compass Project. The Compass Project will officially end when the in-home hours transition is complete in March 2026.

What If My Hours Are Reduced?
ODDS understands that some people may receive fewer in-home support hours than before, and this may be concerning. Their goal is to ensure that everyone’s support needs are met. If the number of hours assigned through the ONA is not enough to meet a person’s needs, you can request an exception right away. You do not need to wait until the ISP renewal date.

Resources to Help You:
To support you during this transition, we have updated resources available:
• To file an exception – Click Here 
• For detailed Compass Project Web Information – Click Here 

Connections NW can offer front-line support with form completion. Please contact your Connections Specialist or call 971.281.0200 for assistance. For questions regarding specific procedures or processes, please contact your case manager directly. We appreciate your patience and partnership as we work through this transition together.

Best,
The Connections NW Team

NEWS AND HAPPENINGS
Connections NW in Lane County for the “Building Unity” Event

Connections NW's Business Developer Jennifer participated in a community resource fair in Lane county this month and shared information about the DSP services we offer to customers of all ages throughout the community.

Connecting with Cats and Wonderful People at the Eugene Springfield Cat Lounge

Connections NW's Business Developer Jennifer visited the Eugene Springfield Cat Lounge on January 16 and 17 to share about the DSP support and services we offer. We love their motto: “The purrrfect place to relax, slow down and connect.” We loved connecting with you and the cats! 🙂 

Connections NW Sponsored the Respite Room at Camp Harlow’s “A Night to Shine”

On February 7th Connections NW proudly sponsored the family respite room at the “A Night To Shine” event at Camp Harlow in Eugene, OR. 

UPCOMING FUN!
We Scored These Just For You: Discounted Tickets to the Portland Trailblazers!

VALUES IN ACTION
Putting the Customer First: Enhancing Emotional Expression and Communication

As we celebrate Valentine’s Day this February, it’s a time to focus on connection, care, and understanding—qualities that are at the heart of putting the customer first. For adults with intellectual disabilities, expressing emotions can sometimes be challenging. DSPs (Direct Support Professionals) and case managers play a vital role in creating supportive environments that encourage healthy emotional expression and effective communication. By using tailored tools and techniques, you can help customers articulate their feelings and foster stronger relationships. Here are practical strategies to enhance emotional expression and communication while keeping the customer’s needs at the forefront.

1. Use Communication Aids

• Tip: Communication aids can bridge the gap for customers who struggle to express their feelings verbally.

• How-to: Incorporate tools like speech-generating devices, emotion cards, or apps that help customers convey their thoughts and emotions. Work with speech therapists to select the best aids for each customer’s needs.

• Customer First Focus: By tailoring communication methods to each individual, you show respect for their unique needs and empower them to share their emotions confidently.

2. Incorporate Visual Supports

• Tip: Visual aids can simplify emotional expression and make abstract concepts more tangible.

• How-to: Use emotion wheels, visual schedules, or picture charts to help customers identify and share their feelings. For example, an emotion wheel with faces depicting happiness, sadness, anger, and other emotions can help customers point to what they’re feeling.

• Customer First Focus: Visual tools honor the customer’s learning style and create an inclusive environment where they feel understood and valued.

3. Teach Emotion Vocabulary

• Tip: Building a vocabulary of emotions helps customers articulate their feelings more effectively.

• How-to: Introduce words for emotions gradually, pairing them with visual cues or real-life examples. Practice using these words in everyday situations, such as saying, “You look excited!” or “That must have been frustrating.”

• Customer First Focus: Equipping customers with the language to express themselves gives them greater independence and strengthens their ability to connect with others.

4. Encourage Nonverbal Communication

• Tip: Not all communication is verbal. Nonverbal cues can be powerful ways for customers to express emotions.

• How-to: Help customers use gestures, body language, or drawing to communicate. For example, encourage them to draw a picture of how they’re feeling or use hand signals to indicate emotions.

• Customer First Focus: Recognizing and supporting nonverbal communication shows a deep commitment to understanding and valuing the customer’s perspective.

5. Create Safe Spaces for Emotional Expression

• Tip: Emotional expression flourishes in environments that feel safe and supportive.

• How-to: Designate a quiet corner or safe space where customers can retreat when they’re overwhelmed. Use calming techniques, such as deep breathing or sensory activities, to help them feel secure enough to share their emotions.

• Customer First Focus: Providing a safe space reassures customers that their emotions are valid and that their well-being is your top priority.

Helping customers articulate their feelings not only enhances their communication skills but also strengthens their confidence and relationships. By using communication aids, visual supports, and nonverbal tools, you show customers that their voices matter, even when words are hard to find.

SUNSHINE AWARD
Marco

Here are a few questions we asked Marco:

What do you like about your DSP?
“Working on my goals while having a fun time together." 

If you had a pet who could talk, what would you name him? 
“Jeff.”

Good choice, Marco. Jeff is a fantastic name for a talented pet! 🙂 

DSPs OF THE MONTH
Anthonie and Zepherine

Here are a few inspiring thoughts from Anthonie:

“My favorite part of the job is seeing the smile on my customer’s face. And the key to being a good DSP is patience.”

Here are a few heartfelt thoughts from Zepherine:

“I love helping people. Sometimes it’s hard, sometimes its easy, and sometimes its really hard! But its always better for those we care for.”

FEATURED NEW HIRE
Tiffany S. - DSP

Here are a few questions we asked Tiffany.

What are you looking forward to about working with us?
"I’m looking forward to the symbiotic exchange of joy and laughter between myself and new clients, as well as introducing clients to new, fun activities to do in Bend, Oregon.”

If you could only eat one type of food for a month, what would it be?
"That’s tough. Either tacos or pizza. There’s just so much deliciousness that can be had with a blank canvas such as dough or tortillas".

Welcome, Tiffany! We’re happy you joined us.

QUARTERLY CONTEST
Who Can Resist a Cute Pet Pic?

Submit Your Photos for the Next Quarterly Contest!

We think family pets deserve a little love and some time in the spotlight! Email us your favorite picture of your pet! Make sure to include your full name, and the name of your pet. If you don’t have a pet, you can still enter the contest. Enter a photo of a friend’s pet, or even your favorite animal at the zoo. If you win, the picture you entered will be featured in the April newsletter!

Email your pictures to: [email protected] by March 27th.

Katie, our Referral Specialist, loves crocheting or listening to audiobooks with her dog curled up on her lap. She’s going to have so much fun looking at your pics and choosing her favorite.

The winner will get a $50 Visa gift card prize, and the winning pic will be featured in our April newsletter!

^{*No purchase necessary to win.}

WHAT DO YOU THINK?
We Want to Hear From You

GET PAID TO CARE FOR YOUR LOVED ONE
We Are Hiring!

Get Paid to Care For Your Loved One
At Connections NW, we believe the best care comes from those who know and love your loved one best—family members or trusted friends who truly understand their needs and routines.

With our Bring Your Own Caregiver program, family members or trusted friends can be paid to provide care. Our DSPs (caregivers) start at $24 per hour, with annual raises up to $26, plus full benefits and overtime.

Join the Bring Your Own Caregiver program and start now!

Become a DSP Today
If you have a passion for serving your community, Connections NW is looking for Direct Support Professionals. All our DSPs start at $24 per hour with raises each year up to $26.

Go to: https://connections-nw.org/careers to apply.