2025 ANNUAL REPORT
Douglas DiGesare - The Arc Erie County, Chair Mindy Cervoni - Community Services for Every1, Vice Chair Anne Spisiak - Beyond Support Network, Secretary Martin Miskell - The Arc GLOW, Treasurer John Astles - Ontario Arc David Calhoun - The Arc Wayne Joseph Cevette - Pathways, Inc. Allen Connely - Mozaic Donna Dedee - Holy Childhood Renee Filip - Aspire of WNY Salvatore Garozzo - The Arc Chemung-Schuyler Marisa Geitner - Heritage Christian Services Mari Howard - Intandem Denise Jones - The Resource Center Anne McCaffrey - People Inc. Jeff Paterson - SASI Inc. Tracy Petrichick - The Arc of Monroe Dr. Seanelle Hawkins - Urban League of RochesterBOARD OF MANAGERSTabby Anvari - Rochester, NY Joseph Ball - Tonawanda, NY Mindy Cervoni - Community Services for Every1 Lilly Clayson - West Seneca, NY Israel Cruz, Buffalo - NY Joseph Damiano - Belfast, NY Douglas DiGesare - The Arc Erie County Max Donatelli - Hamburg, NY Salvatore Garozzo - The Arc Chemung-Schuyler Elaine Markovich - North Tonawanda, NY Jennifer Martinez - Bloomfield, NY Jon Ollendorf - Buffalo, NY Patty Rizzo - Jamestown, NY BJ Stasio - Buffalo, NY Dawn Stinner -Tonawanda, NYMEMBER ADVISORY BOARDMISSIONConnect people to the care, support and opportunities that maximize their quality of life.VISIONA community where all people lead fulfilling lives.VALUESPeople, Integrity, Trust
Alicia Fellows, CEOAlicia FellowsDear Stakeholders,Colleen Gough, General Counsel Colleen Gough, General CounselIn appreciation,Each year at Person Centered Services, we see lives transformed and people connected to the services they need to grow, thrive, and reach their potential. It is an honor to lead our amazing team members in their mission to connect people to the care, support, and opportunities that maximize their quality of life. In 2025, we expanded our partnerships, deepened our clinical supports, and gave more than 18,000 people with intellectual and developmental disabilities access to life- changing resources in their communities. I encourage you to explore our impact in the pages that follow. Find stories and testimonials, and discover more about the extraordinary work our team members are committed to each and every day. We look forward to making a difference across the 18 counties we serve in 2026 and beyond! Thank you for being a part of our journey!Alicia Fellows, Chief Executive Officer Alicia Fellows, Chief Executive OfficerStacy Blair, Chief Program Officer Stacy Blair, Chief Program OfficerAmy Peters, Chief Quality Officer Amy Peters, Chief Quality OfficerKelly Lincoln, Chief People Officer Kelly Lincoln, Chief People Officer CEO, Person Centered Services President, Care Management Alliance of New York (CMANY) Board Member, Developmental Disabilities Advisory Council (DDAC) ALICIA FELLOWS
Our Member Relations Team partners with self-advocacy groups and providers to help people with intellectual and developmental disabilities practice skills that promote empowerment and independence. These skills include communication with one’s circle of support, setting expectations for a life plan meeting, establishing roles and responsibilities, goal-setting, handling changes in support staff, and working through conflict. To learn more about how Member Relations supports people we serve visit: personcenteredservices.com/member-relations18,000+18,000+18,000+18,000+TOTAL PEOPLE SERVEDAGES 1-9970%Community30%ResidentialEMPOWERING OUR MEMBERSPerson Centered Services is proud to coordinate care for people with intellectual and developmental disabilities, linking them to the services, supports, and resources they need to thrive. We help those we serve navigate a complex system and locate opportunities that are right for them. Our Care Coordinators are dedicated to providing every member we serve with the tailored support he or she deserves – for life.8 0 % u n der 1 8AGE OF NEW MEMBERS2 0 % o v e r 1 8Our new Member Portal helps members receive more effective and better coordinated services. The portal increases accessibility for members, allowing electronic signatures, communication with their circle of support, and access to documents, including life plans. people signed up for Member Portal accounts in 2025.2,260SUPPORTING OUR MEMBERS
CHRONIC HEALTH DIAGNOSES66%MENTAL HEALTH DIAGNOSES40%MOST COMMON CONDITIONS“My Care Coordinator makes sure I follow up on medical appointments. Without Care Coordination, I wouldn’t have the services that I need in my life.”CARING FOR THE WHOLE PERSONPerson Centered Services supports many children and adults with complex diagnoses. It takes a team of highly qualified Care Coordinators and support staff to address physical, mental, and social-related health care needs.Anxiety ADHD/ADD DepressionMOST COMMON CONDITIONSHeart Disease Obesity Seizure/Epilepsy“My Care Coordinator helped me get my adaptive shower all set up. Now I can shower by myself, which is amazing.”CORI PIELSNATHAN FORRESTELMEMBER TESTIMONIALSMITCHELL LAW“My Care Coordinator supports me in my health, happiness and my dreams. Because of Care Coordination, I have a plan and goal, and do my best to achieve it.”& Care Coordinator Renee Henneberry& Care Coordinator Amandeep Gulati& Care Coordinator Kirsten Buchanan
“As a Care Coordinator Supervisor, I love watching my team members form amazing relationships with the people they work with! It's so cool to hear stories about how members are progressing, and how Care Coordinators have been with them and see them achieve great things throughout the years! From moving someone from a community setting into a certified setting where they can get more support and they can live their healthiest lives, to seeing folks become more independent and move out of their parents’ homes into their own places, every journey is different, and we are so fortunate to be part of them all.”PERSON-CENTERED CARE COORDINATION PERSON-CENTEREDPERSON-CENTERED“I am here to help my families live their best lives.” - Eileen Burns, Care CoordinatorOur Care Coordinators link and refer people with intellectual and developmental disabilities to a huge network of opportunities and resources. We make sure individuals and families have access to the person-centered support they need!STAYING PERSON-CENTERED: CORE SERVICESSTAYING PERSON-CENTERED: CORE SERVICESELIGIBILITY AND ENROLLMENTCOMPREHENSIVE CARE MANAGEMENTCOMMUNITY REFERRALSHEALTH & WELLNESS PROMOTIONLIFE TRANSITION ASSISTANCEFAMILY SUPPORTSupervisor, Care CoordinationSupervisor, Care CoordinationElena Van VoorhisElena Van VoorhisRECEIVED 2-YEAR HEALTH HOME REDESIGNATION RECEIVED 2-YEAR HEALTH HOME REDESIGNATION“Be resilient.” -Self-Advocate & Member BJ StasioWHAT DOES BEING PERSON-CENTERED MEAN TO YOU?PERSON-CENTEREDPERSON-CENTERED“The services I provide are on a case-to-case basis as I serve individuals ranging from youth to elderly which require me to wear many different hats.” - Nicole Kibby, Care Coordinator“Always meet the person where they are at.” - Amanda Hands, Care Coordinator Supervisor
TOTAL TEAM MEMBERSTOTAL TEAM MEMBERS874874Our team members connect through a variety of Community Engagement opportunities and events.32,58032,580ARE CARE COORDINATORS WORKING ON THE FRONT LINE ARE CARE COORDINATORS WORKING ON THE FRONT LINE80%80%Grand Rounds is a quarterly roundtable where team members share and study complex cases to learn and grow together. During Grand Rounds, Care Coordinators, along with their supervisors and directors, partner to find solutions. Cases they discuss may include challenges such as dual diagnoses, substance abuse, housing insecurity, domestic violence and other urgent needs.GRAND ROUNDSGRAND ROUNDSGRAND ROUNDSOur Clinical Services Team includes experts from nursing, social work, and behavioral health. They collaborate to provide Care Coordinators with specialized guidance. By reviewing cases and sharing interdisciplinary advice, they help Care Coordinators deliver effective, person-centered care.2025 clinical referrals submitted by Care Coordination2,2312,2312,231clinical referral volume increase from 202430%30%30%CLINICAL TEAMCLINICAL TEAMCLINICAL TEAMTOTAL ACTIVITY NOTES DOCUMENTED:TOTAL LIFE PLANS CREATED:CARE COORDINATION SUCCESS IN 2025 CARE COORDINATION SUCCESS IN 202541,17241,172596,954596,9543,7333,733FACE-TO-FACE MEETINGS CONDUCTED:NEW SERVICES SECURED:1,0051,005NEW MEMBERS ENROLLED:CLINICAL INTERVENTIONCLINICAL INTERVENTIONCLINICAL INTERVENTIONof members were reclassified as "stable," reflecting notable improvement in both medical and situational outcomes.73%73%73%At the onset of the referral, 70% of people served within the sample were assessed as “medically unstable" based on pre-referral indicators including the nature of Emergency Department visits, the severity of one’s physical health status, and communications detailing safety and situational factors.4,900+4,900+LIFE TRANSITIONS SUPPORTED:
Our Provider Relations Team hosts virtual, conflict-free panels so Care Coordinators can hear directly from agencies. Local experts educate and answer questions from Care Coordinators. providers shared information on topics including housing subsidies, the Consumer-Directed Personal Assistance Program (CDPAP), self-direction, and Article 16 Clinics. We also share new agency openings, events, and resources through internal Service Announcements.Our annual Transition Expo gives families the opportunity to virtually connect with local providers that offer services supporting the successful transition to adulthood for students with intellectual and developmental disabilities! This expo is intended for parents/caregivers of students ages 14-22 who receive special education services. This year’s expo featured providers from across our region.PROVIDER PARTNERSHIPSPROVIDER PARTNERSHIPS50+50+50+Provider Agencies collaborated with our organization in 2025TRANSITION EXPOTRANSITION EXPOPARTNERING WITH LOCAL PROVIDERS PARTNERING WITH LOCAL PROVIDERSWe’re grateful to partner with community organizations and agencies serving people with intellectual and developmental disabilities! Our Care Coordinators connect those we serve to local providers that support their goals and needs.SERVICE SPOTLIGHTSSERVICE SPOTLIGHTSIn order to provide the highest quality of service to the members we serve, it is essential for Person Centered Services and regional provider organizations to work together collaboratively. The Provider Partnership meets regularly to discuss regulatory issues and changes that impact our members and their life plans. We identify challenges, offer solutions, and share best practices that help people reach their potential!393939353535ENHANCED RELATIONSHIPSENHANCED RELATIONSHIPSPerson Centered Services, a leading Health Home Care Coordination Organization, is proud to strengthen its partnerships with community-based organizations (CBOs) and health care organizations (HCOs) through a newly enhanced collaboration framework. This initiative is designed to foster more effective communication, streamline referral processes, and promote mutual education to better serve individuals with complex needs.
SPRING ROUNDTABLE“Working with Person Centered Services has been a testament to the power of true regional collaboration. They bridge gaps across the entire region, bringing groups together to solve complex challenges. We have been impressed by their ability to listen to partner concerns and move immediately into collaborative problem-solving. Through their regular resource-sharing and comprehensive partner trainings, they’ve better equipped our team with the knowledge needed to navigate their processes. They never lose sight of the mission – keeping the people we support at the forefront of every decision.”Person Centered Services hosted Office for People with Developmental Disabilities (OPWDD) Commissioner Willow Baer for an open discussion with our members and leadership on April 16, 2025.TESTIMONIALSTESTIMONIALS “What we value most about working with Person Centered Services is their deep commitment to collaborative, whole-person supports for individuals with intellectual and developmental disabilities (I/DD). Person Centered Services is truly invested in the community they serve, actively partnering with provider agencies and approaching every collaboration with respect, transparency, and a shared sense of purpose. We have the privilege of working closely with members of this organization, and our work is consistently guided by a shared belief that people with I/DD deserve access to services and supports that promote the highest possible quality of life. Our agency looks forward to continuing our partnership to achieve meaningful outcomes for people with I/DD across Western New York.”Jenna Astridge, L.M.S.W., Director of Agency Outreach & Central IntakeJessica Robinson, Senior Director of Community Based Services
Person Centered Services is an award-winning employer, selected as a 2026 Best Places to Work finalist in Western New York by Buffalo Business First.With nearly 880 team members and counting, we’ve grown throughout the year. There are many ways to reach your potential as a team member at Person Centered Services. Benefits and perks include:Hybrid Work Model 20 Days of Paid Time Off Free Healthcare Option Employer‑Funded Retirement13 Paid Holidays Paid Wellness Hours Up to $500 for Wellness Purchases Student Loan ForgivenessWORK WITH USWe strive to hire, retain, and develop talented individuals by focusing on engagement, inclusion, and belonging. Our business is about supporting people, which includes a commitment to a respectful, just, and supportive work environment.Darian Vickers, Care CoordinatorDarian Vickers, Care Coordinator“I have so much support from my supervisor, and in turn, this allows me to do a better job coordinating care for the people on my caseload.” “I have so much support from my supervisor, and in turn, this allows me to do a better job coordinating care for the people on my caseload.”“They value being part of a company that makes a meaningful impact for those who need support, while offering the flexibility to maintain a healthy balance between work and personal life.”. - Team Member Engagement Survey 2025 “They value being part of a company that makes a meaningful impact for those who need support, while offering the flexibility to maintain a healthy balance between work and personal life.”. - Team Member Engagement Survey 2025
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PERSON CENTERED SERVICES 560 DELAWARE AVE, SUITE 400 BUFFALO, NY 14202 For enrollment and eligibility, call (855) 208-3533 between 8AM and 4:30PM. For General Information or to locate a Care Coordinator, call (888) 977-7030 or customerservice@personcenteredservices.com between 8AM and 4:30PM. If you’re already enrolled and have an urgent need, call our On-Call Service at (833) 200-0678 between 4:30PM and 8AM. To anonymously call with questions, concerns or issues, please call our Anonymous Line at (866) 324-2460. CONTACT USCONTACT US
