Family Service Association - Award of Excellence

That is how the dictionary defines excellence. At Family Service Association, excellence is a goal which the agency constantly strives to achieve.

Our Values Statement, one that significantly defines us as an organization, begins with a philosophy of excellence -- one that clearly indicates that we believe in the creation of an inspired vision and clear priorities, the pursuit of challenging goals, and the maintenance of effort until these goals are achieved.

The members of the Family Service Association "family" who are featured on this page exemplify the important

MICHELLE OWEN - Scheduler, Home Assistance Programs

Doris Desrochers recognizes dedication when she sees it. And she sees it regularly demonstrated by the hard work and strong commitment of Michelle Owen, scheduler for the Home Assistance Programs (HAP) administered by Family Service Association. That is why Doris, a HAP caregiver, nominated Michelle for the Award of Excellence.

“The whole staff is wonderful,” says Doris. “But there is one person who is a standout – Michelle.” On a daily basis, Michelle energetically works the phones, engaging the large staff of caregivers and the clients enrolled in the program – solving problems and providing excellent service.

Michelle handles the often complicated job of matching the program’s elderly and disabled clients with caregivers whose talents and abilities are best suited to address the clients’ needs. She also works with the program’s nursing and social work staff to find new and creative ways to serve those clients whose requirements are particularly challenging.

In addition to the positive attitude for which Michelle is known, there is her high level of energy and strong advocacy on behalf of her clients. If there is a need for counseling, medical care or other community-based services, Michelle is there to make those important connections.

A spirited volunteer, Michelle serves on the FSA Safety Committee, Utilization Review Team and is active with those who organize the agency’s annual Holiday Party.

BARBARA TALBOT - Administrative Aide

Barbara was nominated by Ray D'Orsi, Manager of Human Resources:

For the past six years, it has been my pleasure to work with Barbara Talbot. I have seen Barbara perform many different functions within the agency. Whether performing administrative duties or simply transporting the mail from building to building, she performs these and many more tasks without complaint and with an ever-present smile on her face. Barbara is definitely a great employee and an asset to FSA.

She is always on time, conscientious and goes out of her way to please everyone she works with. Barbara is very rarely, if ever, out sick which is reflected in her having the maximum number of sick hours available in her bank.

PAT FANNING - Billing Manager

Pat was nominated by Deborah Ignagni, Chief Financial Officer of FSA.

A professional is defined as a person who is an expert at their work - a skilled practitioner who holds to the highest standard. That definition, and so much more, describes Pat Fanning. She is not only dedicated and hard working, but is often the last one to leave at the end of the day. Pat never hesitates to give more when that is what’s needed to get the job done.

She not only encourages her entire department to meet that same standard, but supports them in the process. Pat is loyal to FSA and proudly represents our agency at valuable internal and external committees, helping to exemplify our mission and responding to the needs of the community.

Pat does not make a commitment unless she knows she can honor it. Whether serving on an agency committee, participating in an outside initiative or helping a program or department, if Pat agrees to lend a hand, you have a 100% commitment from her. You know the job will get done and it will get done right.

She gives unselfishly of her time and talents. Even when faced with life's most difficult challenges, Pat finds a way to turn that into an opportunity to help others. She is the voice of reason and a role model for others. For her professionalism and commitment to this agency, we nominate Pat Fanning for the Award of Excellence.

THERESA COLLARD - Secretary /

Terry was nominated by Kathy King, FSA Office Manager.

I am pleased and honored to nominate Terry Collard for the Family Service Award of Excellence in recognition of the manner in which she so positively represents Family Service Association each and every day. She is kind, personable and very considerate of everyone’s needs and feelings. Terry exemplifies the meaning of teamwork - always there when you need her and we have certainly needed her a great deal for the past 19 years! Terry is very respectful of our clients and her co-workers. She is always willing to help anyone and is one of those very special and conscientious employees who always pays special attention to every little detail.

Whoever the person was who came up with the phrase “multi-tasking” must know Terry Collard. She is in constant motion all day, answering the phones, greeting clients and guests, typing, filing, organizing – the list goes on and on.

Throughout our years together, whenever I have complimented Terry on a task well done, she humbly responds by saying, “I am just doing my job.” That is why Terry is so deserving of an award such as this. Her recognition is long overdue

Diane was nominated by Susan Bergeron of the Representative Payee Program.

I would like to nominate Diane Lambert for the Family Service Association Award of Excellence. Diane works with both the Mental Health Clinic and the Parents Forever program. Anyone who knows Diane is aware that she approaches every situation with a smile and a positive attitude.

Diane embodies the philosophy of excellence associated with this award. I have witnessed this personally when Diane helped my family and me through a very painful time. Not only did she make sure we had all the information we needed to access services she contacted me at home to make sure everyone was doing well.

Diane has taken on a leadership role with the implementation of changes within

the clinic's Intake Department. She has also been instrumental in her role as a leader of the Children’s Group, an important component of our Parents Forever Program.

In the true spirit of reaching out to the community, Diane provided an opportunity for one of our programs to work more closely with a day program offered by another community provider to ensure that clients in need of services were identified and helped. It is Diane’s strong belief in the value of our agency's services that opened this door for both FSA and another program.

Diane is an amazing person. It is those like Diane who the put the word "Family" in Family Service Association. With professionals like Diane working for Family Service Association, I know our clients are receiving the best possible service.

Donna was nominated by Anita Boivin of the FSA Accounting Department:

Donna Arruda is the kind of employee who is always willing to help anyone who asks for her assistance – and there are many who do. She is considered the “go to” person and will always take the time to find the answers or follow up thoroughly. Donna arrives early each day and is often found working on Saturdays to catch up on her many responsibilities. As the key staff member regarding issues related to our facilities, she often goes above and beyond her regular responsibilities to see that buildings are running properly.

Recently, there was a leak in the basement and Donna came in at 6:00 AM to tend to the problem, which she did for many hours. When she returned to the office after working extensively on this problem, she insisted on resuming with

her other duties and responsibilities, even though she had put in more than a full day.

Donna is frequently called during the weekends if building issues arise and she handles them without complaint. She works with many agency departments and employees. She is truly a team player and shows this quality by willingly participating on many committees within the agency. She believes in the mission and the values of FSA and sets a fine example to others within the agency. She is the perfect choice to receive this award.

Maria was nominated by Sharon Ford, Chief Program Officer:

It is with great pleasure that I nominate Maria Castro for the FSA Award of Excellence. Since starting with our agency, Maria has worn several hats, initially as an Activity Director and later promoted to Adult Day Health Program Manager of our Countryside site. While there, she was able to organize the program and help it to grow. Maria later transferred to Cornerstone Adult Day Health and has, since that time, moved the program to the new site - no easy task as Maria was involved from the initial visit to the new site and personally oversaw all renovations and selection of the furniture.

Maria has always been willing to take on any task, despite her very busy schedule. Most importantly, she accepts all responsibilities with a smile and a very

positive attitude. She embodies the philosophy of excellence associated with this award. Maria is a team player and is always there to help her peers and staff. It is not unusual to find Maria working side by side with her staff, completing activities and advocating strongly for the participants of her program.

Maria always puts the needs of others before herself, both in her personal life and her work life. This past Thanksgiving she took it upon herself to visit a participant’s apartment to prepare him a Thanksgiving meal because he has no family with whom he can spend time and enjoy a holiday meal. Maria participates on various committees within FSA and is always looking to improve the quality of services provided.

Tami was nominated by Vicki Greco, Manager of Adult Family Care and Home Assistance Programs

I would like to nominate Tami O’Neil for the FSA Award of Excellence. Tami possesses the traits and characteristics that exemplify the model candidate for this award.

Tami always presents a very professional demeanor with fellow staff, program and agency leadership and all her community contacts. She is very well respected among her peers in the community and represents FSA in an exemplary manner. Community providers will contact Tami to get all their questions regarding our agency answered. If Tami cannot provide the answers, she doesn’t just refer the contact to another resource, she takes it upon herself to find the answers and get back to the outside provider. She is fair and objective in all her interactions with

coworkers, as well as patient and helpful with everyone with whom she works. She is very committed to the mission of the agency and extends her commitment to her personal life as well. She is also a superior advocate for her staff and clients alike. Tami prefers to look at the glass as half full and her positive outlook helps to make those sometimes unbearable days more bearable!

Within the agency, and not just her program, Tami is the “go to” person for all kinds of information whether for information on community resources, MassHealth, policy and practices. If she can’t help you, she knows someone who can!! She always stops whatever she is doing and happily lends a hand. She is easily approachable and knowledgeable, which makes it so easy for everyone to go to her.

An example of Tami going above and beyond in her work responsibilities was when one of her clients passed away several years ago. The client had no family members or friends, nor did she have any monetary assets. Tami was insistent that the woman should have a funeral and made arrangements with the funeral home and acquired all the necessary information so that this could happen on behalf of her client. The funeral was attended by Tami, the caregiver, and a few other professionals.

During the holidays, Tami is the constant reminder to all her coworkers in arranging for holiday meals. She will be out delivering meals not only to her clients, but those clients whose workers who can’t get to it. She has been known to do this into the evening hours during winter snowstorms, just so our clients will have a holiday meal.

Tami is very thoughtful of everyone and considers it part of her mission in life to help everyone around her. It is not unusual to see her cooking for friends, taking them to doctor’s appointments, and providing more involved care with friends, family and coworkers alike during crisis times. She is dependable, trustworthy, and totally irreplaceable in my book! In addition, she has such a great sense of humor and is one funny lady, bringing a smile and a deep belly laugh to my day -every day! And on those really tough days, she is a sympathetic ear, and an attentive listener.

FSA is very lucky to have Tami O’Neil.

Cindy was nominated by Atty. Susan Mandra-Thompson, Manager of the Guardianship Program

Please accept this nomination for one of the agency’s long-term employees, Cindy Makara. Cindy has been a loyal staff member who works tirelessly to accomplish the mission of this agency. All her hard work has paid off recently, with Cindy being personally recognized by several people outside our own agency. For example, she recently assisted family members with the accounting portion of the probate of an estate. The family members were so appreciative of her efforts, they wanted to adopt her into their family. On another occasion, the administrator of a nursing home contacted me to specifically give high praise to Cindy’s efforts and her ability to obtain funds to pay the nursing home so our client could avoid eviction.

Recently, I overheard Cindy speaking with an attorney who was appointed Guardian

ad Litem to review the accounts filed with the court on behalf of one of our clients. He was commending her for the work produced and her response was, “The clients are my pride and joy.” That is Cindy. She is always striving for perfection. She not only works closely with outside sources, but has also been a true mentor for the staff of the Guardianship Program. For these reasons, I hope you will consider Cindy Makara to be recognized as the recipient of the Award of Excellence.

Adelia was nominated by Eileen Dunleavy, Manager of the Mental Health Clinic

I am honored to nominate Adelia Machado for the FSA Award of Excellence. In January of this year (2009), Adelia celebrated her 17th Anniversary as a member of the Family Service Association staff. She was hired as a bilingual, bicultural Substance Abuse Counselor and case manager. Adeila also worked as a case manager in the Adult Family Care program and was instrumental in developing the Multi-lingual Program - providing a high quality case management and counseling to non-English Portuguese speaking families involved in the DCF system.

She returned to school, obtained her Masters Degree and in January of 2004 joined the Mental Health Clinic as a Master’s level Clinician, providing clinical services to both the Mental Health Clinic

and the Substance Abuse Clinic. She is part of a team of providing treatment services to FSA clients at the Steppingstone drug and alcohol treatment centers.

In all of her roles at FSA, Adelia has exemplified the core values of Family Service Association. She consistently provides high quality clinical services to all her clients. She is compassionate, empathic and a strong advocate for them. Adelia is always strengthening her skill level by participating in training and workshops. She willingly shares her expertise including cultural awareness with her peers, balancing the challenges of multiple paperwork requirements with good clinical services while maintaining productivity requirements.

In the community Adelia represents FSA at its best. She is extremely professional and ethical, has a strong work ethic and challenges herself by growing professionally and “doing the right things well.” She is well respected by her colleagues at FSA and by the social service community in Fall River.

She is always positive and cheerful and has a kind word to say. It is a joy to have her as part of our clinical team.