Shining Bright with Customer-First Support

DIRECTOR’S CORNER
The Heart of Our Summer Work: Customer First

Summer brings a sense of lightness and freedom—longer days, warmer weather, and more time outdoors. For our customers, it also brings opportunities to try new things, explore, and connect in meaningful ways.

Putting the customer first means being attuned to those moments. It's about noticing what brings them joy, what helps them feel safe, and what encourages them to grow. Whether it’s a trip to the park or a quiet afternoon activity, your presence and care are what make summer feel special.

Thank you for showing up with patience, flexibility, and heart.

Travis Toedtemeier
Founder/Director

JULY’S QUOTE
Theme: Customer First

UPCOMING EVENTS
Ice Cream, Baseball, Library, Flowers and More! 

AUGUST EVENTS
Mark Your Calendars…So Much Fun Ahead! 

VALUES IN ACTION
Customer First in the Summer Sun: Building Voice and Choice

Summer brings more than just sunshine and fresh air—it brings the chance to slow down and focus on what matters most: the person in front of us. For adults with intellectual and developmental disabilities, summer offers opportunities for fun, connection, and—most importantly—choice.

As experienced DSPs and case managers, you already know how much dignity and well-being are tied to personal agency. But even for the most seasoned support teams, summer is a great time to revisit how we make space for voice and choice in everyday moments.

1. Spot the Signals of Preference

You know that communication takes many forms. A smile, a pause, or a shift in body language often says more than words ever could. Honoring customer voice means staying present, reading the moment, and giving people time and space to show us what they want.

You can support this by:

• Offering visual or object-based choices

• Watching for enthusiasm or hesitation before continuing

• Providing simple yes/no options using gestures or visuals

• Allowing quiet time for a person to respond before repeating a question

The goal isn’t to rush toward a plan—it’s to invite the person into it.

2. Make Choice a Natural Part of the Day

Choice isn’t just about big decisions—it’s woven into daily routines. Every time we ask someone what they’d like to do, wear, eat, or listen to, we affirm their right to shape their own experience. And in summer, with flexible schedules and more outdoor time, there are even more opportunities to invite customer input.

Try offering small, meaningful choices like:

• “Would you like to sit in the sun or the shade?”

• “Which shirt feels best to you today?”

• “Do you want to walk now, or later?”

These simple questions remind customers that their preferences are heard and honored.

3. Support Leadership, Not Just Participation

Customers thrive when they don’t just take part—they lead. Leadership might look like suggesting an activity, showing a peer how to do something, or even saying “no” to something that doesn’t feel right. When we encourage leadership, we’re reinforcing self-worth and voice in deeper ways.

As you support your customers this summer, look for opportunities to:

• Let them take the lead in group routines

• Ask them to teach or share something they enjoy

• Validate their input, even when it’s expressed nonverbally

Voice and choice aren’t boxes to check—they’re a mindset that says, “Your ideas matter here.”

Final Thought

You bring wisdom, intuition, and deep care to your work every day. This summer, let those strengths shine by making space for each customer to speak—however they communicate—and shape their own experience. Because putting the customer first means leading with curiosity, patience, and the belief that every voice deserves to be heard.

SUNSHINE AWARD
Ron and Edwin

What do you like about your DSP?
"The way she talks to us, the way she interacts with us, and she even came and visited us at the hospital. She really like, takes care of us."

With kind words like that, Ron and Edwin, no wonder you won the Sunshine Award! Keep it up! 🌞

DSP OF THE MONTH
Michelle - Ron and Edwin’s DSP

What do you like about working as a DSP with the brothers, Ron and Edwin?

"I  love working with the brothers because they are kind & funny. We like going on adventures together.”

 Do you collect anything, and if so, what is it?

" I collect Pomeranians 🤣 "

 What's your favorite comfort food?

"I love Indian food ."

If you could instantly master one skill, what would it be?

"My husband says the ability to say no is what would I master, lol. "

FEATURED NEW HIRE
Macy

What are you looking forward to most about working at Connections NW? 

“Getting to know people!” 

If you could only eat one type of food for a month straight, what would it be? 

“Thai food.”

Welcome, Macy! We are glad you joined us. 

QUARTERLY CONTEST
And the Winner Is…!

…One of our customers, who chose to be anonymous! This wonderful customer wrote this lovely poem for their DSP.

Nothing inspires creativity like a forever friend! 🥰🤩 

Quarterly Contest: Summer Fun Bingo ☀️

Ready for some sunshine and smiles? This quarter’s contest is all about fun, friendship, and feel-good moments!

We’ve created a Summer Fun Bingo card filled with simple, joyful activities anyone can enjoy—like sharing a favorite snack, drawing something summery, listening to music, or taking a silly photo.

We are inviting all customers and their family members, DSP’s, and anyone in the IDD community to enter this contest.

1. Complete any 5 activities in a row (up, down, diagonal or across).

2. Then send an email to [email protected] by September 25th.

3. Make sure to include your full name, and tell us what your favorite Summer Summer Fun Bingo activity was.

4. Optional: Send a picture of you enjoying one of the the activities. We love seeing all the fun you are having!

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 entries and choosing her favorite.

The winner will get a $50 Visa gift card prize, and the winning entry will be featured in our October 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.