Without the help of your homemakers. I would not have been able to stay in my apartment for the last 10 years

The homemaker’s kindness and

understanding of the elderly are excellent.

I call when I need something, and you always take care of me My Aide is lovely and

that care my mother received came straight from the heart My Aide is wonderful, I love her My Aide does exceptional work, very thorough. She has a nice manner. Feel

very comfortable with her My aide does a good job under difficult circumstances She does a very good job

Aide does a very good job with

homemaking services She keeps the apartment looking neat and clean

2018

Annual

Report

COA ACCREDIDATION

We Did It!Family Services of Central Massachusetts is proud to announce that we have once again earned accreditation through the Council on Accreditation (COA). Organizations pursue accreditation to demonstrate the implementation of best practice standards in the field of human services. COA evaluated all aspects of FSCM’s programs, services, management, and administration.

COA accreditation is an objective, independent, and reliable validation of an agency’s performance. The COA accreditation process involves an extensive review and analysis of an organization’s administration,

management, and service delivery functions against international standards of best practice. The standards driving accreditation ensure that services are well-coordinated, culturally competent, evidence-based, outcomes-oriented, and provided by a skilled and supported workforce.

COA is an independent, not-for-profit accreditor of the full continuum of community-based behavioral health care and social service organizations in the US and Canada. Only 2,000 organizations have either successfully achieved COA accreditation or are currently engaged in the process.

A MESSAGE FROM THE EXECUTIVE

DIRECTOR

Dear Friends,

Like any venerable institution, we weather storms. These storms shape the community around us and inform the focus of the services we provide. Right now, and for the foreseeable future, Worcester and the rest of the country are facing a storm of epic proportions: the demand for home health care services far exceeds our nation’s ability to meet it.

We know that aging in place is not only less expensive and more convenient than nursing home care, it is also the preference for many. As the Baby Boomer generation ages – with 65,00 US adults turning 65 every day – the demand for assistance grows. However, the number of individuals trained to provide such care isn’t keeping pace. A Bureau of Labor Statistics study says that “by 2024 we’ll need roughly one million new jobs in direct care, which includes home health aides, nursing assistants, and personal care aides.” That’s a daunting statistic.

As prepare to face these challenges, we face internal storms as well.

We currently operate in inadequate space to meet the full demand for our services. As a result, we have lost revenue and opportunity. Antiquated phone and computer systems inhibit efficiency and flexibility within our walls. Lean staffing coupled with a lack of tools leads some tasks to be put off or not done at all. You will see deficits on the financials we share with you in this report.

But the forecast is not bleak. We know exactly what we have to do to weather these storms, to “right the ship,” so to say, to steer Family Services toward better meeting the needs of our community and continuing our proud 129-year tradition of serving Worcester County. To that end, we have conducted a comprehensive review of our agency functions, the needs of the communities we serve and what tools or skills we need to better meet those needs. The result of this assessment will see improvements and expansion to our workspaces, addition of technological tools to our program and administrative functions, and a focus on bringing our many services for senior under one all-encompassing program to be known as “Senior Solutions.” We can clearly project the impact that investments guided by this assessment will have, not only on our capacity to serve the most vulnerable among us, but also on building and sustaining a healthy financial picture for the agency.

We are quite excited about what the future holds for Family Services of Central Massachusetts, and grateful for your support in this journey. We look forward to sharing greater details about our “Caring for the Future” initiative, new and improved space, and the future of Family Services in the months ahead.

Jim Regan

Executive Director

Jim Regan, Executive Director

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Elisabeta Gega Blaney Mentor, Inc. Robert Carnegie HR ConsultantDr. Carol Donnelly, Secretary Worcester State UniversityErnest Dube, Chairman Unum GroupJonathan Haverly Self-employed Spencer Holland Mirick O’ConnellKathleen M. Jordan Seven Hills FoundationBrian Leonard Saint-Gobain Abrasives, Inc.Suzanne Maas Leadership TransitionsAmy McCarthy, 2nd Vice-Chair KCB SolutionsDeborah Morang, Greenberg, Rosenblatt, Kull & Bitsoli, P.C.Sherri G. Pitcher Fidelity BankAnthony Rakic TD BankKarla Santiago-Ruiz UNUMKevin Shaughnessy National GridJohn Stowe Lutco Industires Inc.Dean Theodore, 1stVice-Chair Trader Joes

BOARD OF DIRECTORS

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A MESSAGE FROM THE CHAIRMAN

In last year’s Annual Report, I shared with you that we had sold our building on Harvard Street, with an eye on finding more flexible and modern space that will meet the changing needs of our staff and clients. Ultimately, we found the very best space available was the one we were already in, albeit with a number of renovations and upgrades. Fortunately, we have found a willing partner in our new landlord, partnering with us on such improvements. That is an important step in refocusing and realigning Family Services of Central Massachusetts as we enter our 129th year.

There is an energy at Family Services that I have not felt before. I have been a member of the board for 6 years, chairman for 3 and there is a renewed sense of optimism about the halls and activity that is quite new. It’s a bit ironic, really, as the demand for our services is reaching an all-time high and we are stretched and challenged. But we have a plan.

There is a nationwide crisis in the home health care field. In Massachusetts, it’s a $2 billion dollar problem, however, money alone is not the solution. Training and workforce development are the answers, and we are uniquely positioned to meet that demand. We are the only local agency to provide certification for Home Health Aides and we can do much more. We know that aging in place – at home – is preferred by most seniors and it can be the most cost effective options for families. We will soon be announcing transformative opportunities to invest in our people, programs and infrastructure, which help to address this significant issue.

This renewed focus on Home Health Care also creates a more sustainable business model for Family Services moving forward. While we will never stray from our mission to provide the people of Worcester and Central Massachusetts with a menu of quality human services, this realignment of our priorities will serve all of our clients, staff and friends far into the future.

There is excitement in the air; in our home and in homes across the region. I invite you to join us in what lies ahead.

Ernest Dube, Chairman

There’s no place like home

BOARD OF DIRECTORS

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Aging in place – at home – is preferred by most seniors and it can be the most cost-effective options for families. Our Home Care Aide are the vital link allowing many seniors to stay at home. The role of a Home Care Aide is not an easy one. The job of a field member takes a great deal of patience, intuition, a bit of armor, a sense of humor and the ability to turn the other cheek. Aides go from one household to another, one set of issues to another, and do so with a smile on their face. Family Services is grateful for the dedication of our field staff – some have been with us and our clients for 30 plus years.

Our staff back in the office displays similar dedication and longevity. Between the five people making up the home office, we benefit from a combined 83 years of service. In addition to this staff, two RSVP volunteers, both serving more than five years, assist in our office two days each week.

Family Services is excited to announce a new collaborative effort, funded by the Fairlawn Foundation. We are partnering with CASA Project of Worcester County, Assumption College and DCF Central Region to provide mental health services for vulnerable children. This first-of-its-kind program provides trauma-informed and culturally competent mental health services for children in foster care due to abuse and neglect.

As the Baby Boomer population ages, the demand for Home Care Services is increasing to the point that it can be described as a national crisis. As the only local agency providing certification for Home Health Aides, Family Services is in a unique position to address this predicament. We will soon be announcing a transformative plan address these needs.

Children identified for assistance receive direct access to appropriate mental health counseling, with no waitlist, and with the first appointment offered within 36 hours of referral. FSCM provides individualized assessment, treatment planning, and evidence-based treatment of trauma related symptoms such as depression, anxiety, and behavioral and adjustment issues. CASA and DCF work together to identify children that could benefit from referral to this project. When needed, DCF provides transportation services. Together with our partners, we seek to remove the barriers standing in the way of these at-risk children receiving the care and support they so desperately need.

HOME CARE SERVICES

CHILDREN’S COLLABORATIVE MENTAL HEALTH PROJECT

379 clients served19,508 home visits

41,312 hours of service provided

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CLINICAL SERVICES – COUNSELING & EMPLOYEE ASSISTANCE PROGRAM

For decades, Family Services has been providing Counseling services to the greater Worcester Community. Families rely on our team of 6 licensed clinicians and 4 clinical interns for help in addressing many concerns, and to cope with stressful life events such as: physical, emotional or sexual abuse; alcohol and substance abuse; job-related stress; death of a loved one; or parenting difficulties.

Our experienced, licensed, master’s degree clinicians provide:

• Individual, family, and couple’s therapy

• Divorce adjustment services

• Parenting workshop

• Consultation and referrals

• Parents Apart, a five-hour, court approved education program designed to assist parents in helping children through divorce

197 clients served

12 sessions

• Employee Assistance Program

47 clients served

110 sessions

The workplace environment is constantly changing. It is no longer realistic to expect that when work starts, life stops. In today’s busy world employees are not only bringing themselves to work, it’s inevitable that along with them come personal issues that can often affect their productivity. Providing assistance to an employee in need is an effective tool in reducing absenteeism, on the job accidents and turnover. According to the Wyatt Report for every dollar invested in an EAP employers save $5 to $16.

We offer Employee Assistance Plans that include:

• Employee Consultation: The EAP provides quick easy access to EAP Case Managers that will consult with the employee face to face or via telephone.

• Supervisory Consultation: Consultation services for supervisors on effectively addressing workplace issues

• Training: For employees on how to appropriately use and access the EAP, and for supervisors on how to recognize a troubled employee and make effective use of the EAP.

• Account Management: Clients assigned a personal account manager to work with you and develop an ongoing plan to implement the EAP into the workplace and company policies

• Access: Easy access is provided via an 800 number, available 24 hours a day. Emergencies are handled immediately.

Counseling: 297 clients served

2,143 sessions

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CENTER FOR CHILDCARE

CAREERS

25 childcare programs supported with coaching

251 Educators trained in 14 Professional Learning Community Sessions

22 Continuing Education or Online Courses serving 567 educators

28 College Courses offered to 483 educators

16 Professional Development Workshops serving 512 educators

The Center for Childcare Careers (CCC) receives funding to be the Region 2 Educator and Provider Support Partnership (EPS). The program supports educators working with infants, toddlers, preschoolers and out of school time for elementary age children. Early education program receive assistance with professional development planning and program quality enhancements. Our career advisors help educators set and attain professional and academic goals. CCC offers many college and CEU courses and other trainings. Program owner/directors receive supports and resources to achieve upward mobility in the state Quality Rating Improvement System (QRIS). CCC also runs the Summer Literacy Initiative which works to prevent summer learning loss for over 500 young children attending twelve Worcester-area summer programs.

8 Agencies, 12 Sites, 11 summer staff, 518 children served (grades K-3)

The DIBELS Reading Assessment of the 2nd and 3rd graders in the program showed an average increase of 4.5 words per minute in stories read.

Summer Literacy Initiative

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The Senior Companion program is a volunteer program through the Corporation for National and Community Service (CNCS).

Each week, senior companion volunteers visit frail and isolated seniors in their homes. The senior companion volunteers provide companionship through socialization, trips to the grocery store or simply just to have lunch together at a favorite location. The volunteers can also provide transportation to doctor’s appointments, assist with meal preparation, help with sorting through the mail, and can help with medication reminders.

Volunteers provide peer to peer assistance within adult day health facilities. They help the participants become more engaged with the activities that are taking place there. Often the participants may have cognitive disabilities which may prevent them from participating fully at the adult day health facilities. Volunteers also provide respite services for overwhelmed caregivers within their homes. The caregivers appreciate the caring assistance the volunteers provide to their loved ones, as well as the much-needed break for them from their caregiver responsibilities.

It’s not just the clients that are positively impacted by this service. In 2015, CNCS launched a study to assess the impact of service on Senior Companion volunteers and the caregivers of Senior Companion clients. The data from the study shows Senior Companion volunteers report improved health after just one year of service. Volunteers reported decreased anxiety and depression, decreased loneliness and social isolation, enhanced physical capacity, and higher life satisfaction. Approximately 60% of caregivers with critical needs reported that Senior Companion services helped them “a lot” or a “great deal” and allowed them to be more involved in social activities and enjoy time with their friends or relatives.

SENIOR COMPANION PROGRAM

A snapshot of the past year:

46 Volunteers

282 Clients

39,033 Hours of Service8

RSVP – WORCESTER AREA VOLUNTEERS

This year RSVP Worcester through service at our partner organizations, has addressed:

Fighting Hunger• Growing and harvesting of food

• Collection and distribution of food (food pantries & food gleaning)

• Delivery of food (“Meals on Wheels”)

• Preparation and serving food (Congregate meals at senior centers)

Companionship of elderly• Hospice

• Radio programming for the blind

Preventing Elder Abuse• RSVP’s own “Fraud Brigade” – Volunteers

“in place” at their own senior centers and senior housing sites in Worcester County are the first point of contact for seniors who are worried that they have been targeted by someone attempting to scam or defraud them. The “active listening” volunteer helps to calm the senior and may help him/her connect with the Senior Fraud HelpLine.

• RSVP’s own “Fraud Squad Players” travel throughout Worcester County performing original scenes depicting real-life scams and frauds targeting seniors.

Guided discussions with audiences advance knowledge and help protect seniors.

Letting seniors know about the Senior Fraud HelpLine is essential to this popular offering.

• RSVP’s own “Senior Fraud HelpLine” – sponsored by Harvard Pilgrim Health Care – A call center staffed by trained volunteers. Callers seeking help may call toll free – 800-297-9760 - to speak with a volunteer peer, an empathetic and active listener who may help caller from making a “false step” or who may refer caller to an organization or law enforcement to help remediate the situation.

341 Volunteers

33,420 Hours of Service

In partnership with the Worcester Public Schools, “Books for Babies” volunteers deliver brand new books to Worcester mothers for their new babies at UMass Memorial and Saint Vincent hospitals. Books are donated by publisher through “Worcester, the City that Reads”. Each mother receives a gift bag with the book, information about the importance of reading to babies and young children, as well as a variety of area resources, including programs offered by the Worcester Family Partnership. If the mother sends a postcard to WFP, the child will receive another book on its first birthday. Books are also given to any young sibling in the room to see the family’s new baby at the time the volunteer visits.

Early Literacy

Alice Moore Wins the Lou Swinand Award for Distinguished Service

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Mediation provides the opportunity for parties in a dispute to have a conversation to see if they can work things out without the assistance of the legal system. In a year of tremendous growth and re-imagination, the department was restructured to keep up with demand. We welcomed Court and Training Coordinator, Kathleen Ruane Leedy and added two per diem positions to assist with court coverage and in-house operations.

FSCM Mediation offers mediation to parties with court cases in Small Claims, Civil, Probate, Superior, and Juvenile Courts. We offer mediation services at our office for divorcing couples, unmarried child support and parenting time issues, families, the elderly and care issues, landlord/tenant conflicts, housing, and neighbor conflicts. Grants allow us to offer mediation for court cases at no charge (with the exception of our Probate Pilot where we offer two free mediation sessions – additional sessions move to Sliding Fee Scale), a Sliding Fee Scale, income fees for community mediations, and set fees for Business and Housing issues.

FY18 Highlights

• Conducted 12 trainings including: Basic Mediation Training, 2 Specialized Divorce/Family Trainings, 7 Continuing Education Trainings, and a special Guest Training featuring Dr. Anthony Gregorc

• Implemented an additional 10% off our Sliding Fee Scale to all Active Military, Veteran, Law Enforcement, and Fire Fighters.

• The Mediation and Counseling Departments’ services continue to dovetail where we presented information about Mediation and Alternative Dispute Resolution services to attendees at 12 Parents Apart Classes and have shared cases crossing over from one department to the other

• Increased the in-court Small Claims Agreement rate by 8%; increased our in-house divorce mediation services by 143%; and added 6 new Volunteer Mediators

MEDIATION

Mediation Impact

• 32 Volunteer Mediators and Staff

• 527 Volunteer Hours

• 98% of clients prefer mediation over other alternatives

• 2,810 referrals learned about mediation services in Court

• $239,170.43 Amount of money returned to clients in court via Mediated Agreements

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Family Services of Massachusetts extends a sincere thank you to all those individuals, foundations, corporations, trusts, and organizations who made charitable contributions to support the work of FSCM in the past year. Each investment has had a positive impact, and we are grateful.

DONOR RECOGNITION

Lawrence AbramoffBay State Savings BankBig Y SupermarketsBob CarnegieRichard CasavantCorporation for Nat’l & Community ServiceGlenn DeMallieCarol DonnellyChristopher HouseErnest DubeElder ServicesFallon Community Health PlanFairlawn FoundationWarner FletcherFuller FoundationFriends of RSVPJoanne GravellGreater Worcester Community FoundationPatricia HalpinHavard PilgrimJonathan HaverlyKathleen JordanJoel Kaufman, M.D.Michael KeeganSuzanne Maas

Kim MalveyMassachusetts Attorney General’s OfficeMassachusetts Office of Public CollaborationAmy McCarthyDeborah MorangStephen PitcherCheryl PopeBeth Posner-WaldronPrice ChopperAnthony RakicJames ReganGarrett SealeKevin ShaughnessyDennis & Colleen ShimoskiJohn StoweTD BankDean TheodoreLyly TracFrancis TrapassoRobert TurnanUnited Way of Central MassJohn WellsWorcester MA SNF, LLCWorcester Rehab & HCC

This list represents contributions made to FSCM between July 1, 2017 and June 30, 2018. Every effort has been made to provide an accurate list. Should you find an error or omission, please accept our sincerest apologies.

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Combined Statements, Activities and Changes in Net Assets

Revenue and Other SupportContributions $ 45,622 Grant Incomes $ 636,569 In Kind Contributions $ 79,932 Contracted Services $ 2,044,457 Interest & Dividends $ 553Other Revenues $ 80,858

Total Revenue and Other Support $2,887,991

Expenses Programs

Home Making $ 998,179 Counseling $ 335,054Child Care Careers $ 738,329 Senior Companion Program $ 222,698 Retired and Senior Volunteer Program $ 252,989Mediation $ 85,254

Management and General $ 590,078 Fundraising $ -

Total Expenses $ 3,222,581

Change in Net Assets From Operating $ (334,590)

Non - Operating ActivitiesInvestment Income $ 5,788Gain On Sale of Real Estate $ - Settlement For Repayment of Fed Grant $ -

Total Non - Operating Activities $ 5,788

Change in Net Assets $ (328,802)

Net Assets at Beginning of Year $ 881,697

Net Asset at End of Year $ 552,895

Combined Statements of Financial Position

AssetsCash and Cash Equivalents $ 113,493 Accounts Receivable $ 341,667Prepaid Expenses $ 25,901 Investment $ 821,962Land, Building and Equipment $ 10,846

Total Assets $ 1,313,869

Liabilities and Net Assets:Short Term Debt $ 195,000Account Payable $ 236,124 Accrued Expenses $ 218,284 Deferred Revenue $ 89,323Other Current Liabilities $ 20,453 Long-Term Debt $ 1,790

Total Liabilities: $ 760,974

Net Assets:Unrestricted $ 552,895

Total Net Assets $ 552,895

Total Liabilities and Net Assets: $ 1,313,869

Family Services of Central Massachusetts - FY18

FINANCIALS

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31 Harvard StreetWorcester, MA 01609

Phone: 508-756-4646Fax: 508-791-4755

Center for Childcare Careers(800) 278-1503 or (508) 757-1503

Counseling Services(508) 756-4646

Employee Assistance Program(508) 756-4646

Home Care Services(508) 756-4696 or (508) 756-4646

Mediation(508) 756-4646

RSVP Worcester Volunteers(508) 791-7787

Senior Companion Program(508)791-7783

United Way ofCentral Massachusetts

My aide does a great job and is a delightful worker I’m Grateful for my aide My aide is a wonderful worker. She brightened my day yesterday and made my today

even brighter Thanks for choosing her for my home and myself She is very

faithful. I’m very happy with her services Aide does an excellent job Continues to do a great job, dependable • Trustworthy, appreciates her knowledge of

the job and she gets right to it, she’s efficient I feel comfortable with the aide Very friendly and reliable, very pleased with aide. Very comfortable

having aide help me with my shower Excellent job with shopping and errands Very efficient. Aide does exceptional work, very thorough, she

has a nice manner. I feel comfortable with her Does excellent job with personal care Case Managers have requested some of the aides for their client(s), because of their excellent reputation.

Keeps my worries away Got me

through a rough time So nice Does a great job. Very

pleasant Very pleased – the aide is efficient Great work. Great worker. Lovely smile.

Makes me feel good. Always on time. I can count on her.