TAC Advisory Work Group Recap – April 10, 2025: Your Voice at The Arc Mercer

The April 10th TAC Advisory Work Group Meeting brought together mission critical staff for a vital conversation about how the Arc Mercer can ensure staff voices shape the agency’s future—especially when it comes to purchases and decisions that impact daily operations and consumer services.

Focus on Collaboration: Mission Critical Staff Feedback Session

This month’s breakout discussions centered on one essential question: How can the agency better gather and implement frontline feedback before making purchases that impact consumers and day-to-day operations?

Following updates from leadership, three groups—residential, day programs, and operations (OTC, janitorial, and transportation)—met in designated rooms (in-person and virtually) to reflect on past experiences and share ideas for strengthening the decision-making process.

Many ideas were thrown around from electronic suggestion boxes to regular focus groups. However, the most common theme was the desire to test products before buying for the total agency. 

The agency heard the feedback and will move forward with looping in staff by having them test out any major purchase before it’s made in bulk. Mission critical staff will play a vital role in the future.

Department Updates: 

Solutions in Motion from Transportation

Addressing concerns raised in previous TAC meetings, John Bencivengo, Director Transportation, returned to share improvements made to the Springboard Driver App and broader transportation operations:

Springboard App Notifications: To reduce missed logins and increase accountability, drivers will now receive automatic reminders in the morning and afternoon to log into Springboard before beginning their routes.

Maintenance Reporting Alerts: Every Wednesday at 8:00 AM, staff will receive an alert to submit vehicle maintenance reports.

Emergency Features: New “S.O.S” (for vehicle issues) and “180” (for behavior incidents) emergency options have been added to the app.

Late Arrival Reporting Tool: Beta testing is underway for an in-app tool to explain late arrivals, reducing the need for follow-up calls.

Buffering Fixes and Phone Charging: Weak tower signals and low battery life are known culprits for app buffering. Staff are encouraged to keep at least one phone charger in the van and one at home. The team is also exploring technical solutions with developers.

Ride-Alongs and Open Communication: Ride-alongs with drivers have helped troubleshoot app concerns. Staff are encouraged to report issues as they happen for real-time documentation and resolution.

GPS Phone Holder Survey: Staff input is being collected on phone holder options to improve visibility and driver safety. Final decisions will reflect staff feedback.

Residential Department: Paid Sleep Shifts Pilot Launching in May

One of the most talked-about updates during the April 10 TAC Advisory Work Group meeting came from the residential team, introducing a new staffing initiative that could enhance work-life balance for overnight staff: Paid Sleep Shifts.

In direct response to staff input and operational needs, the Arc Mercer is launching a pilot program at the Hilltop residence that allows one designated overnight staff member to sleep during their shift while still being paid. The initiative is designed to ensure continued quality of care while addressing staffing challenges and improving staff wellness.

Key Highlights of the Program:

Pilot Location: Hilltop Residence

Rollout Timeline: May 2025, with 30-, 60-, and 90-day review milestones

Designated Sleep Hours: 11:00 PM – 6:00 AM

Morning Routine: All overnight staff fully awake and engaged after 6:00 AM

Rest Area: Designated, furnished sleep space in the office

To support this innovative approach, the agency has implemented updated emergency procedures, obtained required DDD approvals, and developed thorough training protocols. Importantly, there is no pay differential between sleeping and awake hours, and staff interested in participating will be selected in consultation with their managers.

This initiative reflects a growing commitment to incorporating direct staff feedback into operational planning. Ongoing staff input will be crucial to evaluating the pilot’s success and exploring the potential for expanding the model to additional residential locations.

Have questions or feedback about the Paid Sleep Shift program? Staff are encouraged to speak with their managers or email their suggestions directly to tac@arcmercer.org for future agenda discussions.

Training & Culture Collaboration

A key highlight of the April 10 TAC Advisory Work Group meeting came from the Training Department, which announced the long-awaited launch of the Mission Critical TAC Training Program Initiative—a collaborative effort to build a dynamic, practical, and empowering training program for Arc Mercer staff and beyond.

The core work group will hold its kickoff meeting on Tuesday, April 15, setting the foundation for a comprehensive program that addresses staff needs, strengthens service delivery, and supports future community initiatives.

What’s Coming First: Initial topics identified through DSP feedback and departmental collaboration include:

Financial Literacy – leveraging local banks for workshop partnerships

Work-Life Balance – now also incorporated into Medicaid field training for April

Meal Preparation & Healthy Cooking – tapping into in-house knowledge

Elevated Hygiene Practices – reinforcing dignity, health, and confidence

While this training program is still in development, staff will start seeing its early influence through integrated content in existing sessions, such as the addition of Work-Life Balance into this month’s Medicaid field training schedule.

Staff insights have already shaped this vision, and more voices will be added as the program grows. The team welcomes cross-departmental collaboration and will bring in additional partners as the planning progresses.

Have training topic ideas or community partner suggestions? Reach out to tac@arcmercer.org  to share your input and help shape the next chapter of Mission Critical development at Arc Mercer.

More Highlights & Announcements:

Employee Relief Fund Update: The fund has grown to $58,060. A new chair will soon be appointed. Staff can apply confidentially or refer others in need. Eligibility requires 6+ months of service and good standing.

Click here to learn more about employee relief.

TAC Awards & Celebrations:

April TAC Awards Luncheon: Thursday, April 17 at 11:30 AM – celebrating Employee of the Month, Rising Star, and Team Impact winners.

Sierra Leone Flag Raising: Friday, April 25 at 10:00 AM – honoring the cultural heritage of our Sierra Leonean community.

Award Nomination Stats as of April 9:

Employee of the Month: 85 nominations, 2 winners

Team Impact: 14 nominations, 1 winner

Rising Star: 20 nominations, 2 winners

Cultural Connection Reports and the TAC Ambassador Announcement by Akilah Witherspoon rounded out the meeting with a renewed sense of community and pride in Arc Mercer’s diverse team culture.

The TAC needs your help when it comes to communications. If interested in being a TAC ambassador, please email tac@arcmercer.org. 

Let Your Voice Be Heard!

These meetings exist to amplify your insights and experiences. Got a topic you want to see on a future agenda? Reach out to the TAC at tac@arcmercer.org.

Together, we make Arc Mercer stronger. Stay engaged, stay vocal, and thank you for being part of the conversation.