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models and messagingWith last minute changes getting communicated to the provider community and rules just about ready to fall into place with CMS approval, it is time to do the heavy lifting that Service Transformation will require.   It’s easier said than done, but first things first, a company needs to get focused on developing two operating models, and defining their messaging.


By Models I am referencing both a fiscal model and a program model that work together and link with each other.  Using the current rate structure and rules, you start building a financially responsible model.  There are several variables that an agency will need to input for their fiscal model.  For example;

  • Average Census
  • Services and Associated Rates
  • Length of Time of service delivery
  • Staff FTEs and Positions, including wage
  • Reimbursement caps

Sample Fiscal Model

Unified Models

Once you have a mix of services, staff, consumers and rates, it will be important to translate this fiscal model into a program model.  Operationally speaking, how do we execute these services as effectively as mapped out through the financial model?  What is each FTE responsible for in the operation?  Does the fiscal model require the purchase of tools and other resources, and do those line up with the dollars set aside for Indirect costs?  Usually there is tweaking that happens, initially, as we attempt to marry the two models and assure that we have a unified model that creates a sustainable, quality based program.


Once a new model has been unified and finalized we will need to compare how close this new model is to your current operations.  (Assuming you are not opting to enter into Day and Employment for the first time) We have to determine what changes need to occur and how quickly? Messaging becomes crucial.  What are you telling your staff about any changes that need to occur?  What are you telling current customers and family about the reasons you are changing your program?  How are you dealing with the potential of ending a popular part of your program because of changes to rates and regulation?  This a critical time to have the necessary tools at your disposal.  Are you making use of Social Media avenues that are available? What about E-Communication tools such as Constant Contact ™ or Mail Chimp ™ for instance.  If the last couple of sentences don’t make a lot of sense, check out this free webinar on July 20th. Here is an example of a communication plan document that I use with clients, that also might prove helpful to organize your agency with messaging.

Sample Communication Plan

This is of course just to get the ball rolling on the change that you are having to bring into the Employment and Day services space for people with Intellectual Disabilities.  Don’t hesitate to use the contact form on the website to set up a consultation to review how you can get started with models and messaging for your agency.

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