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.

Doris says it best. “Michelle is always upbeat and has a smile on her face. And no matter how busy she gets, she always has time to say ‘good morning.’ It really makes my day.” We agree, Doris.

Michelle Owen (left) is shown with HAP caregiver Doris Desrochers (center) and Sharon Ford, FSA Vice President of Adult Services. Michelle received the FSA Award of Excellence in May, 2008.

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.

Along with her smile and work ethic, Barbara has a quick wit and great sense of humor. She takes a joke with grace and is also able to get along with everyone with whom she deals.

In short, Barbara Talbot exemplifies the values set forth by our agency and it is both a pleasure to know and to work with her.

Barbara Talbot (center) reacted with surprise as she learned that she was chosen to receive the Award of Excellence. Joining Barbara is Carol Nagle, FSA's President & CEO (left) and Ray D'Orsi, Manager of Human Resources (right).

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

Terry Collard (right) looks on as Kathy King, Office Manager (center) reads her heartfelt comments offering well-deserved praise for Terry. At the left is Sharon Ford, FSA Chief Program Officer.

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.

Diane Lambert expresses her thanks for being nominated for the Award of Excellence at the November, 2008 FSA general staff meeting. Carol Nagle, FSA President and CEO and Atty. Susan Mandra Thompson of the Guardianship Program look on with pride.

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.