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Click here to see the Satisfaction Survey Results Click here to see the Quality Assurance SurveyResults Click here to see a list of approved Providers

Welcome to Imagine!’s Guide to Consumer Services. This guide provides information about Service Provider Organizations that have been approved by the Division for Developmental Disabilities and provide services to adults in Comprehensive and Supported Living Services in Boulder and Broomfield counties.  Other organizations are available to provide these types of services but do not require program approval by the Division for Developmental Disabilities.  For a list of these other organizations, please contact your case manager.

Imagine! serves more than 2,850 people and their families each year. Because everyone has unique needs, we offer many choices and try to tailor programs to fit each individual situation. Above all, we offer information and guidance in a supportive and caring environment. 

Imagine! offers case management, coordination of adult and family supported living, comprehensive, residential, and day program services. While each serves people in a unique way, they all share common beliefs and values. The guiding philosophy of Imagine! is that all citizens of Boulder and Broomfield counties have talents and strengths which make them vital members of their communities.

MAKING INFORMED CHOICE

People who receive services through Imagine! deserve high-quality services and supports. We believe that individuals should be given the opportunity to choose a qualified provider they feel best meets their needs. This guide has been created to assist individuals in making choices among provider organizations in Boulder and Broomfield counties. It provides information about the quality of services delivered by each organization. The information that follows includes provider profiles or websites, results of quality assurance evaluations and customer satisfaction responses. It is our hope that this information will assist individuals and families in making informed choices when selecting providers. Imagine! is committed to respecting individual choices and to helping individuals make choices or changes whenever possible.

FOR GENERAL INFORMATION:
1400 Dixon Avenue, Lafayette, CO 80026  -  email
Phone: 303.665.7789  Fax: 303.665.2648  Hours: 8am-4:30pm
Map and directions to the Dixon St. facility.
CEO/Executive Director:  Mark Emery  303.926.6446

CASE MANAGEMENT / SERVICE COORDINATION:
Director of Client Relations:  Rebecca Novinger 720-399-4190
Integrity Officer:  Leslie Rothman 303.926.6401
Case Management Asst. Director:  Ricardo Haskins  303.926.6416
Case Management Lead Case Manager for Comprehensive Services:  Phil Peiffer  303.926.6427
Case Management Lead Case Manager for SLS Services:  Shaylyn Whaley  303.604.5423
Intake appointment (ages 0-3):  Leslie Eppinger   303.926.6487
Intake appointment (ages 3 through 13):  Mikii Schoech  303.926.6475
Intake appointment (ages 14 and older):  Rick Cruz   303.926.6422

IMAGINE! SERVICES:
Director of Innovations:  Jodi Walters  303.926.6464
Assistant Director of CORE/Labor Source:  Tom Riley  303.775.3244
Director of Family Services:  Jan Rasmussen  303.926.6439
Assistant Director of Family Services:  Julie Hartman   303.926.6434
Out & About:  Colette Marie  303.926.6454
Director of Behavioral Health Services:  Judy James-Anderson  303.550.7978

OTHER IMAGINE! CONTACTS:
Quality Assurance Manager:  Michelle Conkey 303.926.6424
Spanish Interpreters: 

• Jolie Bernstein  303.926.6413
• Claire Findlay  303.457.5641
• Erin Fleming  303.604.5433
• Ricardo Haskins  303.926.6416
• Phyllis Villar  303.926.6456

IMAGINE! FOUNDATION:
Executive Director:  Susan LaHoda  303.926.6443 

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Imagine! will recruit, develop and make available to individuals a pool of qualified providers. Individuals will be given the opportunity to choose the provider that best meets their needs. The following are general guidelines which should be considered when choosing a provider. Imagine! has a complete policy which is available through the case management department.

At each annual individualized plan (IP) meeting, or more often if needed, the planning team will consider how satisfied individuals, families and guardians are with service provider(s) and services provided.

Individuals who access services through IMAGINE! will be afforded the opportunity to choose the provider(s) that they feel best meets their needs. IMAGINE! is committed to respecting individual choice and facilitating reasonable and feasible changes, when possible, and when it is in the best interests of the person receiving services.

When someone is dissatisfied with the services they are currently receiving, the Interdisciplinary Team (IDT), facilitated by the Case Manager, is responsible for making all reasonable attempts to resolve the issues between the service recipient and the current service provider. It is the responsibility of the person receiving services, the guardian or an individual designated as an authorized representative for the person receiving services to make the Case Manager for the individual aware that there is dissatisfaction with the current services being provided. The Case Manager will convene an IDT meeting to discuss the issues and to put in place a plan to address those issues. The IDT will set a timeframe within which the issues must be successfully resolved. If resolution does not occur the individual, guardian or authorized representative for the individual will provide at least 30 days notice, in writing, to the current service provider that they intend to transfer their services and funding to another provider. The request for and notice of transfer may come only from a consumer, a guardian or authorized representative, or the IDT. It may not come from a service provider agency or direct care provider.

If the individual/guardian/authorized representative does not have a specific alternative provider in mind the case manager will request that IMAGINE! start the Request for Proposal (RFP) process. If the individual/guardian/authorized representative has a specific provider in mind and the provider is willing to accept that individual, the Case Manager will facilitate the transfer and request that the individual/guardian/authorized representative complete and sign the Verification of Consumer/Guardian Choice Options When Engaging Service Providers form.

Service providers do not need to accept for services every person who expresses an interest in receiving services from them. In some cases Imagine! may ask for further discussion with the provider when access to services has been denied. Service providers will not recruit people currently receiving services from other organizations, but may supply general information about services at the request of the individual/guardian/authorized representative.

When someone wants to change service providers, but does not have any specific issues with the current provider that need resolution, Imagine! can help to facilitate the change in a manner that is not detrimental to the individual, either provider, or other service recipients of the providers involved. The change should occur as soon as reasonably possible, but no later than 6 months after the request.

Choices that jeopardize services for other individuals will be negotiated to achieve the best outcome for all involved.

Provider changes that are requested due to gross incompatibility, as determined by the IDT, or verified issues of MANE will be facilitated as quickly as possible.

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Family Services include:

• Family Support Services Program
• Respite Certification
• Children’s Medical Waivers
• Autism Spectrum Disorders
• Traumatic Brain Injury
• Early Intervention

Family services are available to children and adults with cognitive disabilities while living with their families. Funded services provide families with respite care, therapies, special equipment, medical expenses, home modifications, counseling and recreation. For children, birth to three years of age, early intervention services include: occupational therapy, physical therapy, speech-language therapy, early childhood education and family counseling.

What are Adult Supported Living Services?

Supported Living Services (SLS) funds supports and services for people who live in their own home or family home. Funds may be used to purchase supported living counselors; personal assistance (household management, personal care); community access; day services; professional, vision, hearing and dental services; and transportation. These supports can be purchased from a variety of organizations and independent contractors.

Residential Services

What is a Personal Care Alternative (PCA)?
A PCA is an out-of-family home residential setting where one to three people may live together with support from staff. Support ranges from several hours a week to 24 hours a day.

What is a Host Home?
A residential setting where one or two people may live together with a “host” family or person who provides support for the person in services.

What is a Group Home?
A residential setting where four to eight people live together. People who live in group home may have higher needs and need a higher staff-to-individual ratio to meet those needs.

What are Vocational/Day Services?
Vocational and day services may include employment services and/or community activities services.

Employment services include job exploration and support while employed. Community activities provide opportunities for learning in community settings and include volunteer work, forming relationships in the community and recreational opportunities.

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Click here (link opens in new window) to see the list of current provider organizations and the types of services provided by each organization.  Links to websites and/or emails have been provided when available.

Click here to see the list of all Division for Developmental Disabilities (DDD) approved providers.

(The free Adobe Reader is required to view these documents)

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Quality Assurance

Imagine! has a system of quality assurance that monitors the services and supports delivered by each approved provider organization in Boulder and Broomfield counties. There are many ways this monitoring occurs.

In its monitoring activities, Imagine! assures that the following standards are met:

• Services written into the IP are being delivered.
• Services meet quality standards set by the State of Colorado (DDD) and Imagine!.
• Services achieve the desired and expected outcomes set by the IDT.
• The settings in which people receive services are safe.
• Customers are satisfied with the services being delivered.

The following activities take place throughout the year:

• Yearly review of each provider organization. Reviews may be conducted by Imagine! or by the Division for Developmental Disabilities.
• Review of the results of each provider’s customer satisfaction surveys.
• Review of each provider’s own system of quality assurance.
• Review of incident reports.
• Imagine! also provides training and assistance to providers to further improve the quality of services delivered.

The remainder of this guidebook will report the results of yearly reviews and customer satisfaction for each provider organization.

Please note, only providers of services for adults will be reported in the following pages.

Yearly Survey Information

Yearly survey information is reported in this guidebook for quick reference and for comparing Program Approved Services Agencies, which provide services to consumers in Boulder and Broomfield counties. For more information, contact Michelle Conkey at 303 926-6424 or by email.

RATING SCALE

A rating scale has been developed and is used on the next chart to report results of yearly surveys for each provider organization in Boulder and Broomfield counties in the four areas described below.

	Excellent – Met 95–100% of standards in the area reviewed
	Very Good – Met 90–94% of standards in the area reviewed
	Good – Met 85–89% of standards in the area reviewed
	Acceptable – Met 80–84% of standards in the area reviewed
	Needs Improvement – Met less than 80% of standards in the area reviewed

THE RESULTS FOR PROVIDERS ARE GROUPED BY THE AREA OF REVIEW:

Administrative practices – 62 standards including rights, due process, humane care and dignity, incident reporting, investigative procedures, staff hiring and training practices, record keeping and monitoring.

Service and support planning and delivery – 38 standards including completing assessments, supporting behaviors, preparing service and support plans, providing therapies and protecting individuals from harm.

Service and support delivery – 24 standards for residential and supported-living services programs and 6 for day programs including providing appropriate services and supports, use of medications to support behaviors, and proper use of individuals’ possessions and money.

Health and safety – 47 standards for residential programs, 32 for supported living services programs and 25 for day programs including safety practices, medical care, medication administration and nutrition.

Transportation – 8 standards for all programs to ensure vehicles used to transport people are maintained in safe condition.

Residential providers are surveyed on 179 critical standards. Supported Living Services are surveyed on 164 critical standards. Day service providers are surveyed on 139 critical standards

A current list of Program Approved Service Agencies (PASAs) and the services they are approved to provide can be viewed by clicking here.

Key: R= Residential; D= Day Hab/Vocation; S= Supported Living

Please note: Results include data from surveys completed by the Division for Developmental Disabilities (DDD) and Imagine! Quality Assurance Department range from July 2007- May 2012. The most current data was used. In some instances, however, current survey data was not available or was not made available by providers. Also, it may not have been designated for all areas to be surveyed. These areas are designated by an N/A.

Additionally, those providers who are approved solely as Specialty providers, such as Assistive Technology, Behavioral providers, Camps or Other services do not have data available and will not be listed. Please reference the Imagine! Quality Assurance Monitoring Plan (page 1-2) for further clarification as to the different PASA designations.

CUSTOMER SATISFACTION INFORMATION

Providers in Boulder and Broomfield counties use a standard customer survey to measure satisfaction. Providers survey people in services, family members and guardians who are considered to be their customers.

The results on the satisfaction are compiled by type of service provided. Some providers may appear in more than one area if they provide more than one type of service. All satisfaction surveys are intended to help providers improve the quality of services and supports.

The results found in the following pages are affected by many different factors. We understand that information obtained from surveys may not be completely reliable or valid. The factors which may affect the results include:

• number of people surveyed
• groups of people surveyed (consumer, family member, staff member)
• the number of people who responded
• the ability of an individual to communicate responses
• the family member’s knowledge of services being provided
• how questions were asked (in person, by mail, by email, by telephone)

Because of these various factors, we ask that the results of customer satisfaction not be the only measure used to determine the quality of services delivered by a provider. Additional information is available by request through Quality Assurance at Imagine!.

Satisfaction information is only available for those providers who currently serve people in Boulder and Broomfield counties. As a result, information is not available for many of the providers listed in the Program Approved Service Agency (PASA) list. This information reflects data from 2011.

Total by Type of Service

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