Posted on September 17, 2025

By Mary Kay Rizzolo, President & CEO, CQL

Earlier this month, during National Direct Support Professional (DSP) Recognition Week, we came across so many uplifting efforts to acknowledge DSPs. From September 7^th – 13^th, there were countless social media posts from our partners about their amazing staff. Agencies shared how they were showcasing the workforce throughout the week, which included posts about pizza parties, giveaways, awards, shout-outs, proclamations from state governments – just to list a few examples. It was very positive to see!

For many years, CQL has been highlighting organizational programs that make a meaningful, long-lasting impact on DSPs, which extend beyond just National DSP Recognition Week. This initiative, in partnership with the National Alliance for Direct Support Professionals (NADSP), aims to provide organizations with ideas, tips, and action steps for confronting topics like recruitment, retention, professional development, mentoring, and more. We decided to change things up a bit this year, and check in with a handful of organizations we’ve featured in the past. This is an opportunity to see how their DSP programs have evolved over the years and better understand the impact that they’re having.

In this September edition of Capstone, we’ll give you a preview of those programs and link out to the full article that describes each one. Then, we have our friends from NADSP offering insight into their NADSP Competency Areas. For each area, they’re listing out specific tips that DSPs can use to ensure that competency comes to life in their work, and most importantly, for the people they support.

2025 DSP Programs: Let’s Check In With Organizations!

So how are some organizations faring since implementing their DSP programs? What have they learned along the way? How can you use that insight at your organization? We reached out to a number of agencies to see how things are going with their programs.

Providing Mentorship At Mountain Lake Services

Back in 2022, Mountain Lake Services described their Buddy Program, where veteran DSPs offer mentorship for new DSP hires. This helps to ensure new staff have the support and guidance they need to be successful in their work. In our update article, The Buddy Program Continues To Support New DSPs At Mountain Lake Services, the organization shares that the program has been really effective – with the data to back it! For example, the satisfaction rate for those who participated in the program is above 90%.

Recognizing DSPs Through The ‘Best of CLS’ Program

A couple years ago, we first learned about the ‘Best of CLS’ Program from Community Living Services, Inc. (CLS). They launched a recognition program where exemplary DSPs are nominated quarterly to be selected as the ‘Best of CLS,’ with one of those nominees honored as the ‘Employee of the Year.’ We followed up with them through our article ‘Best of CLS’ DSP Recognition Program Grows At Community Living Services, Inc.’ Since its inception, they’ve expanded the program so nominations can be submitted by various stakeholders including people receiving services, which has resulted in more submissions. To date, CLS has had 48 nominations. They’ve also added in a new component where nominees can win cash prizes.

Regular Check-Ins Make An Impact At Providence of Maryland, Inc.

In 2023, we published an article about Providence of Maryland, Inc.’s Touch Points program, which keeps a close connection with newly hired DSPs. During the first 6 months of a DSP’s employment, various employees from the organization check in with the DSP to ensure they are satisfied, supported, and successful in their new role. Providence of Maryland, Inc. found that from 2022 to 2023, there was an increase from 43% to 57.14% of staff who stayed with the organization for a year or more. The organization also reported in the article, Providence of Maryland, Inc. Stays Engaged With New DSP Hires, that 96% of new staff agree or strongly agree that they “fit in well and made the right decision to join the team.”

Anne Carlsen Center Is Professionalizing Their DSP Workforce

Anne Carlsen Center’s DSP Certification Program was highlighted by CQL in 2023. The organization uses NADSP Certification, so that its DSPs have a formalized career ladder for professional growth. In this year’s update, DSP Certification Still Soars At Anne Carlsen Center, the organization shared that there’s only a 7.7% turnover rate for staff who have completed the program. In comparison, the 2023 NCI State of the Workforce report lists the weighted average DSP turnover rate at 39.7%.

Different DSP Initiatives Help DSPs At Core Services

Four years ago, we heard from Core Services of Northeast Tennessee about a variety of programs and initiatives they implemented to address recruitment, wages, professional development, retention, etc. In the 2025 article, DSP Programs Produce Results At Core Services Of Northeast Tennessee, the organization provided updates about their advocacy councils, their $17/hr. starting base wage, retention efforts (they currently have no vacant positions), ability to keep overtime rates at an average of 8%, and more. These all add up to providing a good work experience for DSPs and advancing a positive organizational culture.

TN DDA Takes Action With DSP Feedback

The Tennessee Department of Disability and Aging (TN DDA) was featured in 2023 for their DSP Voice Group, which gathers feedback from DSPs and uses the information to spark change in the State. TN DDA shared how the initiative has evolved since 2023, in the article Tennessee DDA Remains Responsive To DSP Feedback. The DSP Voice Group has helped inform workforce strategies and provide insight into a report that is shared with Tennessee stakeholders. In addition, one notable outcome from the group was the ‘What is a DSP’ button campaign, which raises awareness and prompt discussions about the critical work of DSPs, by providing the buttons to DSPs, people supported, families, and others.

A Closer Look at the NADSP Competency Areas

By John Raffaele, Director of Educational Services, NADSP & Dan Hermreck, Chief Innovation Officer, NADSP

The National Alliance for Direct Support Professionals (NADSP) Competency Areas are the universal and validated research-based foundation for direct support practice. This practical and useful article can be a celebration of the work of DSPs as well as a compendium of ideas and tips for practice. Beyond the role of caregiving, DSPs act as advocates, teachers, and companions who are essential to the lives of the people they support. Competencies provide a framework for these complex relationships, ensuring that as professionals, DSPs can navigate the nuances of person-centered support with skill, ethics, and great competence. This article will honor these contributions while offering concrete strategies that strengthen daily practices, fostering growth for both DSPs and those they serve.

Participant Empowerment

DSPs encourage choice-making in everyday life. They provide information in accessible ways. DSPs help people build self-esteem through rapport-building and recognition. They support people to develop assertiveness. They respect dignity and privacy. Competent DSPs will step back so the person they support will take the lead and will assist with informed decision-making. This is the essence of empowerment.

Communication

Competent direct support practice begins with the skills of active listening. DSPs need to match the communication styles of the people they support to the best ways in which to promote interaction with and for the person(s). It is important to use plain, respectful language. DSPs should invite collaboration in decisions and utilize the skills and principles of supporting informed decision making. It is vital to be mindful of nonverbal cues. When discovered and witnessed, the competent DSP will repair misunderstandings quickly. Communication is at the core of relationships and DSPs will be successful when they understand how this competency is best practiced.

Assessment

Using informal assessments like observation and conversation, a DSP can learn about a person’s daily preferences. A DSP might notice a person consistently smiling while listening to a specific genre of music, indicating a potential interest. This observation could lead the DSP to include music appreciation in the individual’s leisure activities. Similarly, by engaging in casual conversations, a DSP might discover a person’s desire to learn a new skill, such as cooking or gardening. A DSP can also use formal assessments, such as checklists or structured interviews, to systematically gather information. For example, a formal assessment on communication skills could identify if a person has difficulty expressing their needs, leading the DSP to implement specific communication aids or strategies. Assessment is so important.

Community and Service Networking 

As part of their work supporting people, DSPs facilitate opportunities for inclusion in the communities that are important to those they support. Knowing the community is crucial for a DSP because it allows them to connect people with tailored resources that promote independence. A DSP can help a person find a local art class (an informal support) or navigate the process of applying for government-funded transportation services (a formal support).

Facilitation of Services

DSPs, working in partnership with the people they support, should be involved in the planning process. DSPs can help people to prepare for planning meetings and support them during the meetings. DSPs should ask open-ended questions to help the person they support to direct the course of their own life.

Community Living Skills & Supports

DSPs are routinely called upon to support people in household tasks such as cooking, cleaning, and shopping. It is vital that the DSP provides this support in a way that does not take control away from the person. Often, we tend to do “for” the people we support. Given the plethora of tasks, responsibilities, and functions that DSPs encounter each day, there is a temptation to “do” the things that we are supposed to be teaching people. That efficiency can ironically be opposed to the DSP’s role of teaching skill building, which is the essence of this competency.

Education, Training, & Self-Development

Be sure to keep growing and learning as a professional. DSPs should be encouraged and expected to continue their education and training. They should be offered opportunities for classes, courses, and conferences. DSPs should be exposed to credentialing programs and pursue certification in specialty areas of practice. A hallmark of any profession is the mandate to continue one’s professional education and development.

Advocacy

DSPs use advocacy skills on both large and small scales. DSPs advocate with the people they support to overcome barriers they encounter in the community, the physical environment, or in the human services system. They must also consider the “big picture” and what it means to be a professional in a larger system. It is of great importance to always seek guidance and advice from supervisors and administrators as well as any employer when representing people with disabilities, families, and organizations in advocacy situations.

Vocational, Educational, & Career Support

Most adults find value and worth in being employed and pursuing careers, education, and vocations. There are DSPs who specialize in this area; employment coaches, supported employment specialists, etc. DSPs have an obligation to ensure that the people they support have access to employment and educational opportunities. One must assume that people with disabilities have the same right to work and prosper as a contributing member of the workforce as anyone else given the right support systems. There are a great set of articles about supporting employment in an edition of the Frontline Initiative publication.

Crisis Prevention and Intervention

Through assessment, communication, and relationship-building skills, DSPs play a crucial role in both preventing crises and helping to keep people safe when they occur. In a crisis, a DSP’s knowledge of the person they support is key. Too often in human services we are “reactive.” We tend to respond to crisis situations after they have transpired. It is important that DSPs are versed and trained in intervention skills and techniques. However, the proactive emphasis in this competency can help improve the quality of life for people who may be prone to crisis situations. When we support people with mental illness or complex medical needs, there are frequently times when crisis situations mount. Proactivity and being guided by the direction of this competency area can help limit the impact of crisis if it should occur.

Organizational Participation

DSPs should be a key part of the organization that employs them. DSPs are often so focused on the daily responsibilities they have. Sometimes they can forget that if they are employed by a provider organization or even in a self-directed employment situation, they are part of a larger and important workforce. Being employed in the system of disability supports, one can take steps to engage more closely in the operations of an organization through advisory and supportive roles beyond the responsibilities of their DSP function. The self-advocacy movement uses the phrase, “nothing about us without us.” This can also apply to one’s employment as a DSP and how one sees their position in that organization.

Documentation

Documentation is critically important for DSPs working in human services for many reasons, but it is important to remember that there is a human being behind every word of documentation.

Building and Maintaining Friendships and Relationships

It is vital for the well-being of all people to have friends and relationships. There is research that illustrates that people with intellectual and developmental disabilities are lonely and often struggle to develop meaningful, “non-paid” friendships and relationships. There is evidence that people who have more relationships and friendships will be more likely to have greater health and well-being. You can also learn about the impact of relationships in the video, The Power and Potency of Social Capital.

Provide Person Centered Supports 

Out of all the words, phrases, and ideas that DSPs hear about, the three words, “Person Centered Support,” may be the most frequent. The NADSP Code of Ethics starts off with Person Centered Support as the essential framework for ethical practice. But what does it mean to be person-centered as a DSP? There is a great webinar that explains Person Centered Support.

Supporting Health and Wellness

The competency of “Supporting Health and Wellness” means a DSP is a vigilant, knowledgeable, and compassionate partner who actively promotes an individual’s total well-being. They empower the person to make healthy choices, and they coordinate with the entire support team to ensure the person receives the best possible personal, physical, and emotional care while living a fulfilling and self-directed life. There is an edition of Frontline Initiative, DSPs Supporting People’s Health and Wellness, which is an excellent resource for understanding the complexities and many ways DSPs support health and wellness.

Continuing To ‘Raise The Bar’

Being a competent DSP is critical for supporting people with disabilities, ensuring the delivery of high-quality services, and upholding the integrity of the profession itself. Unlike many fields, DSPs work directly with some of the most vulnerable people in society, making competence not just a best practice, but a moral and ethical necessity. As we continue to rely and depend on what is considered an “entry-level workforce” to perform some of the most sophisticated human services in our society, we should continue to utilize competency-based training, evaluation, and certification. We must raise the bar for the direct support workforce. People with disabilities and their families deserve and demand that we do this.