FAQ

Frequently Asked Questions
How do I know ACR will provide the high quality services they promise?

ACR has a unique selection process for new hires, in-depth training, and many systems in place to help track and ensure that we are providing the high standard of care people have come to expect of ACR.

  • ACR hires only the best. There is a detailed application process including a standard background check and a unique standardized Pre-Employment Ability Test and interview process that were developed by ACR’s founder Jim Nelson, who is a licensed psychologist, which reflects key aspects of the job of the direct care professional. Only about 10% of applicants are hired.
  • Every ACR employee receives over 70 hours of initial training as well as ongoing training and supervision.
  • Each home has a residential supervisor who is supervised by a program director who oversee the program and physical plant to ensure a consistent high quality of care among all of ACR’s homes.
  • The COO, Gene Leistico holds scheduled and unscheduled house visits and training meetings for both house supervisors and program directors to ensure quality services.
  • We value open communication.  We strive to meet the needs of each individual we support, and to listen to the input of the team. Family members, guardians and case managers are welcome to drop in anytime their family member/client is home and are welcome to call about any concerns that may arise.The quality of our services are also measured through a “Satisfaction Survey” which we send out to team members on an annual basis to solicit feedback on our services. You can find much of this survey feedback in our testimonials. These have been extremely valuable in helping us improve the quality of our care.
How does ACR work to improve quality?

As mentioned above, we do a “Satisfaction Survey” to ask the people we support and/or their guardians how we are doing, and have made many changes to our program based upon feedback we have received. We also implement good ideas and lessons learned across all of our homes. For example, an unsafe indoor fire sprinkler-head was discovered at one home, and we had all of our homes inspected.

How does ACR maintain its houses and make repairs?

ACR has its own Property Manager and maintenance crew. All of these individuals have been through ACR’s screening and training process, and not only have the technical skills required, but they also interact in a positive way with the people we support. Any outside contractors are supervised by ACR employees.

It is important to us that our homes look nice. The owners of ACR, Jim and Dorothy Nelson, have said that they will not have any of the people we support living in a home that they would not live in themselves. When a house has maintenance or decorating requests that the supervisor of the home is unable to remedy, the requests are prioritized and dealt with as quickly as possible. Seeing a home is the best testimony to our commitment to maintaining our homes.

Who can I talk to about their experiences with ACR?

We have a number of parents who are willing to talk with people who are interested in ACR Homes. Call Deb Nygaard, Director of Program Development, at 651.294.4704 for a list of names and phone numbers.

What does the live-in staff do? What are the standards for this person, and what rules to they have to follow as a live-in?

Having live-in supervisory staff at each of our homes is an important component of ACR’s philosophy. The individuals we support often develop their strongest bonds with these live-in supervisors. Our homes are all built with a separate living space (typically a walkout level basement area) for the live-in staff and his or her family (if any). This enables the live-in supervisor to oversee the household in a very effective way.

The residential supervisor is responsible for making sure that all shifts are filled. If a shift is open, the supervisor may attempt to fill it with existing staff, or with ACR’s own emergency floats (people who are screened and trained by ACR.) If no one else is available, the residential supervisor will work the shift. The residential supervisor is also responsible for making and taking residents to doctor’s appointments, keeping the house stocked with medical and household supplies (including groceries), staff training and oversight, and completing reports. They are also the primary contact for families, guardians and county representatives.

Are there visiting hours?

Families and friends of the people we support are encouraged to visit whenever possible. We are also able to facilitate family gatherings by offering to transport our clients to their family and friends’ homes. It is not necessary to set up an appointment before visiting, but family members might want to give a call to make sure their loved one is home. We go out frequently!

Who do I go to with questions or concerns?

It is our goal as a company to be responsive to the needs and interests of the people we support as well as to their families, guardians and case managers. Families and case managers are always welcome to drop by our homes to visit whenever their loved ones/clients are home. We strive to be prompt and open to any suggestions, and we analyze any complaints to improve our system of care not just at that individual’s home, but also across the company. Each ACR Home has a supervisor available whom team members can contact 24 hours a day.  Team members are also given the name and number of the program director who oversees the house supervisor as well as ACR management, and should feel welcome to call those people as well.

Have any further Questions?

If you have any further questions, please feel free to contact us at any time.

business-man-in-indecision-on-a-question-mark-vector-2977885