March 28, 2025 • 14 mins
When trust is broken, what comes next? In this episode, Rosa confronts the aftermath of a staffing issue at The Bridge Center that left her son Jo Jo unsettled—and left her shaken. As the center works to rebuild trust, Rosa and Jorge step into new roles as advocates, both within their family and in their community. This episode explores the emotional ripple effects of inadequate care, the power of parent-led change, and what it takes to ensure day programs are truly safe and supportive for the people who need them most.
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Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
(00:09):
Welcome back to Take Care Time,the Tales and Exhales of
Caregivers.
I'm your host, Beverly Nance,and this is episode four of our
series, the Bridge Center, adeep dive into adult day
programs and the families whorely on them.
Last time we uncovered a painfultruth.
A new hire at the Bridge Center.
(00:30):
A young and untrained staffernamed Jamie Peterson was not
just unqualified, but her lackof understanding, put
participants like jojo at risk.
Rosa trusted the program andthat trust was shaken, but Rosa
did what so many caregivers mustdo.
She paid attention and she askedquestions, and she spoke up.
(00:52):
Her advocacy led to change.
Jamie was removed.
But even when a problem isresolved, the aftershocks
linger.
Today's episode is about thoseaftershocks.
What happens after the red flag?
How do you rebuild trust?
How does a family move forwardonce the very place they hope
(01:16):
would bring stability, hascaused doubt?
And how do you teach a system tolisten before a crisis happens?
This is episode four after theshakeup.
(02:01):
It is been three days sinceJamie was let go on the outside.
Everything at the bridge centerlooks the same.
The van arrives on schedule.
Jojo walks to the door with hisusual quiet steps Lisa the
transportation aide greets himwith her familiar smile.
But inside Rosa, things aredifferent.
As the van drives away, Rosadoesn't wave This time, she
(02:22):
stands still.
Arms crossed.
Jaw tight.
She still remembers the look onJojo's face when he came home
quiet.
She still replays the way heclutch his sleeve, the bruise,
the silence, and worst of all,the not knowing She turns in her
driveway and walks into thehouse and sits at the kitchen
(02:43):
table, phone in hand.
She knows what she has to donext.
Later that day, Rosa arrives atthe Bridge Center, not as a drop
off parent, but as an advocate.
She's there to meet with theprogram director, Ms.
Gilis, the two sit across fromeach other in the director's
office, a cheerful room withbulletin boards covered in
(03:07):
laminated calendars and activitysnapshots.
I appreciate you meeting withme.
Rosa begins.
Her tone is measured, but firm.
I need to understand what kindof accountability exists here.
How Jamie was hired, what kindof training she had, and what's
changing now.
Miss Gillis nods.
(03:27):
Rosa, I want you to know thatthis wasn't taken lightly.
Jamie was removed.
We're reviewing our onboardingpractices.
But Rosa presses further, that'snot enough.
How are staff being trained forpeople like jojo?
What's the ratio of trainedversus new staff?
What happens the next timesomeone slips through?
(03:49):
Is not an angry Confrontation issomething more powerful.
A caregiver demanding clarity.
Ms.
Gillis concedes that fundinglimits the type of training they
can offer.
We rely on state Medicaidreimbursement.
It's not much.
We do the best we can.
(04:10):
Rosa doesn't flinch.
Doing the best shouldn't meandoing the minimum.
The meeting ends with Ms.
Gillis promising to arrangeadditional staff development and
a plan to involve parents inshaping future trainings back in
the group room, jojo.
Senses the change in energy.
Daniel is back as his consistentstaff member and the atmosphere
(04:33):
is more predictable.
Again, predictability iseverything for jojo.
It's how he makes sense of theworld.
But even with Jamie Gone,something lingers.
Jojo is cautious.
He walks slower.
He clutches his hoodie tighter.
He doesn't hum as often.
Daniel notices.
During a quiet hour, he sitsbeside Jojo in the music room,
(04:57):
playing a familiar tune from theBluetooth speaker, something
from Jojo's preferred playlist.
Jojo looks toward the speakerthen at Daniel just for a
moment.
He rocks back and forth quietly,gently progress that day.
Daniel writes in Jojo's notes.
(05:17):
Responded to music.
Calmer today.
Still hesitant in transitions.
Healing takes time, but itbegins with feeling safe again
at home.
George Senior returns from along haul.
He's tired, but he's beenfollowing everything.
Rosa kept him updated during theJamie ordeal, but now he wants
(05:41):
to take more responsibility Oneevening after dinner.
He says, I want to go with younext time to the center.
I wanna see for myself.
Rosa is surprised you've nevergone before.
I know he says, but I shouldhave.
I want to understand what Jojo'sdays are like.
A few days later, George andRosa attend the Bridge Center's
(06:04):
open house.
George watches Danielinteracting with jojo patient,
consistent kind.
He walks through each room,reads activity boards, and takes
in the energy of the place onthe ride home.
He says, it's better than Iexpected, but it still needs
work.
Rosa smiles.
(06:24):
That's how I feel every day atthe Bridge Center.
A staff training session isunderway for the first time.
It includes a parent panel.
Rosa is one of the speakers.
She stands before a group ofaide and case managers.
Some knew, some seasoned, shetells Jojo's story not just
(06:45):
about the bruise, but about whatit felt like to hand over her
son to trust strangers with hiscare and what it felt like when
that trust was shaken.
She doesn't shout, she doesn'tcry.
She just tells the truth.
One staff member raises theirhand.
What's the best way we can earnA parent's trust?
(07:06):
Rosa answers.
Simply listen.
See our kids learn who they are,not just their diagnosis.
And when something doesn't feelright, say something, even if
it's uncomfortable.
not long after Rosa is invitedto join the County's Family
Advisory Council forDevelopmental Disability
(07:27):
Services.
It's a volunteer role, but itgives her a seat at the table
where policy meets practice.
She learns more about fundingstructures, provider
regulations, and the challengesprogram directors face.
But she also brings somethingvital to the conversation lived
experience.
(07:47):
Rosa begins working with a smallteam of caregivers to draft a
proposal for state leveltraining standards.
The goal ensure every new hireand day programs receives
meaningful orientation, not justpolicies, but people first
training.
The proposal includes caregivervideos, testimonials, and
checklists for sensitivity andcommunication.
(08:10):
It's not law yet.
It's just a seed, but it'splanted.
The aftermath of a shakeup is achance to rebuild.
But better.
Rosa and George didn't stop atprotecting their son.
They stepped forward into alarger fight for consistency,
for training, for dignity.
(08:31):
Jojo too is adjusting slowly thehumming returns.
His routines settle.
And while he may never say withwords how he feels, his rhythm
steady, ensure is his own kindof gratitude.
Adult day programs should neverjust be a place to go.
They should be places of safety,of structure, of potential, but
(08:55):
that only happens whencaregivers speak up, when staff
listen, and when systems changefrom the inside out.
in our future episodes, we'llmeet with new families
navigating their firstexperience with the waiting list
for services and how uncertaintyof the not yet can shape your
(09:15):
entire life.
Because for every jojo who getsa spot, there are hundred still
waiting.
If you've ever faced a brokensystem, we wanna hear from you.
Reach out atpodcast@takecaretime.com.
And remember, there is power inyour voice.
There is strength in youradvocacy, and there is always
(09:35):
time to care.
Thank you for listening.
If you are a parent or caregiverbeginning to search for an adult
day program.
There are a few essential thingsto look for and questions to ask
to help ensure your loved one isentering a safe, supportive, and
enriching environment.
(09:57):
Observe staff interactions.
Do staff members treatparticipants with respect and
patience?
Are they engaged, attentive, andcalm?
Your loved one will spend manyhours with these individuals.
Watch how they interact.
Ask about training.
What kind of training do newstaff receive?
(10:18):
Is it ongoing?
Ask specifically about trainingfor communication, behavior,
support, family and safetyprocedures.
Check the staff to participantratios.
The lower the ratio, the morepersonalized care your loved one
will receive.
Make sure staffing is adequate,especially for participants with
high needs.
(10:40):
Request a copy of the dailySchedule.
A quality program offersstructure and variety.
Things like music, movement,arts and life skills, not just
television or idle time.
Tour all areas of the facilitylook beyond the main room visit.
Restrooms, quiet spaces, outdoorareas.
(11:01):
Are they safe?
Are they clean and sensoryfriendly.
Understand the use ofindividualized service plans.
ISPs should guide your lovedone's day.
Ask how staff implement theseplans and how often they're
updated.
Ask how concerns are handled.
What's the process if you raisean issue?
(11:22):
Is there an open line ofcommunication with leadership?
Listen to your gut.
If something doesn't feel right,don't ignore it.
You are the expert on your lovedone.
Trust your instincts.
Choosing a day program is one ofthe most important decisions
you'll ever make As a caregiver,take your time, ask hard
(11:43):
questions, and stay involvedbecause your voice, just like
Rosa's, is a powerful tool forchange.
To make things easier, we'vecreated a printable day program
evaluation checklist.
You can take this checklist withyou on your tours.
It includes all the questionsand observations shared in this
episode.
(12:03):
Designed to help you makeinformed decisions with
confidence.
Download your freechecklist@takecaretime.com slash
checklist.
Take it with you, print copiesfor other families, and use it
as your guide while navigatingthe search for the right day
program.
(12:27):
As you advocate, investigate,and show up day after day.
Don't forget, caregivers needcare too.
The take care time respite boxis curated just for you.
Each box is filled with soothingitems and self-care tools
designed to help you rechargeduring your moments of rest.
Whether it's calming, teas,comfort, snacks, puzzles, or
(12:48):
gentle reminders that you mattertoo.
This box is an invitation topause because you can't pour
from an empty cub.
Treat yourself or a fellowcaregiver to the take care time,
respite box.
You deserve care every day, notjust someday.
Please note that this episodefeatures reenactments.
(13:11):
And dramatized details.
While in most cases the exactverbatim dialogue may not be
known, all dramatizations aregrounded in thorough research
and crafted to honor the storiesshared to respect the privacy
and confidentiality ofindividuals involved names, and
some identifying details havebeen changed.
Until next week, take care.
Welcome back to Take Care Time,the Tales and Exhales of
Caregivers.
I'm your host, Beverly Nance,and this is episode four of our
series, the Bridge Center, adeep dive into adult day
programs and the families whorely on them.
Last time we uncovered a painfultruth.
A new hire at the Bridge Center.
(00:30):
A young and untrained staffernamed Jamie Peterson was not
just unqualified, but her lackof understanding, put
participants like jojo at risk.
Rosa trusted the program andthat trust was shaken, but Rosa
did what so many caregivers mustdo.
She paid attention and she askedquestions, and she spoke up.
(00:52):
Her advocacy led to change.
Jamie was removed.
But even when a problem isresolved, the aftershocks
linger.
Today's episode is about thoseaftershocks.
What happens after the red flag?
How do you rebuild trust?
How does a family move forwardonce the very place they hope
(01:16):
would bring stability, hascaused doubt?
And how do you teach a system tolisten before a crisis happens?
This is episode four after theshakeup.
(02:01):
It is been three days sinceJamie was let go on the outside.
Everything at the bridge centerlooks the same.
The van arrives on schedule.
Jojo walks to the door with hisusual quiet steps Lisa the
transportation aide greets himwith her familiar smile.
But inside Rosa, things aredifferent.
As the van drives away, Rosadoesn't wave This time, she
(02:22):
stands still.
Arms crossed.
Jaw tight.
She still remembers the look onJojo's face when he came home
quiet.
She still replays the way heclutch his sleeve, the bruise,
the silence, and worst of all,the not knowing She turns in her
driveway and walks into thehouse and sits at the kitchen
(02:43):
table, phone in hand.
She knows what she has to donext.
Later that day, Rosa arrives atthe Bridge Center, not as a drop
off parent, but as an advocate.
She's there to meet with theprogram director, Ms.
Gilis, the two sit across fromeach other in the director's
office, a cheerful room withbulletin boards covered in
(03:07):
laminated calendars and activitysnapshots.
I appreciate you meeting withme.
Rosa begins.
Her tone is measured, but firm.
I need to understand what kindof accountability exists here.
How Jamie was hired, what kindof training she had, and what's
changing now.
Miss Gillis nods.
(03:27):
Rosa, I want you to know thatthis wasn't taken lightly.
Jamie was removed.
We're reviewing our onboardingpractices.
But Rosa presses further, that'snot enough.
How are staff being trained forpeople like jojo?
What's the ratio of trainedversus new staff?
What happens the next timesomeone slips through?
(03:49):
Is not an angry Confrontation issomething more powerful.
A caregiver demanding clarity.
Ms.
Gillis concedes that fundinglimits the type of training they
can offer.
We rely on state Medicaidreimbursement.
It's not much.
We do the best we can.
(04:10):
Rosa doesn't flinch.
Doing the best shouldn't meandoing the minimum.
The meeting ends with Ms.
Gillis promising to arrangeadditional staff development and
a plan to involve parents inshaping future trainings back in
the group room, jojo.
Senses the change in energy.
Daniel is back as his consistentstaff member and the atmosphere
(04:33):
is more predictable.
Again, predictability iseverything for jojo.
It's how he makes sense of theworld.
But even with Jamie Gone,something lingers.
Jojo is cautious.
He walks slower.
He clutches his hoodie tighter.
He doesn't hum as often.
Daniel notices.
During a quiet hour, he sitsbeside Jojo in the music room,
(04:57):
playing a familiar tune from theBluetooth speaker, something
from Jojo's preferred playlist.
Jojo looks toward the speakerthen at Daniel just for a
moment.
He rocks back and forth quietly,gently progress that day.
Daniel writes in Jojo's notes.
(05:17):
Responded to music.
Calmer today.
Still hesitant in transitions.
Healing takes time, but itbegins with feeling safe again
at home.
George Senior returns from along haul.
He's tired, but he's beenfollowing everything.
Rosa kept him updated during theJamie ordeal, but now he wants
(05:41):
to take more responsibility Oneevening after dinner.
He says, I want to go with younext time to the center.
I wanna see for myself.
Rosa is surprised you've nevergone before.
I know he says, but I shouldhave.
I want to understand what Jojo'sdays are like.
A few days later, George andRosa attend the Bridge Center's
(06:04):
open house.
George watches Danielinteracting with jojo patient,
consistent kind.
He walks through each room,reads activity boards, and takes
in the energy of the place onthe ride home.
He says, it's better than Iexpected, but it still needs
work.
Rosa smiles.
(06:24):
That's how I feel every day atthe Bridge Center.
A staff training session isunderway for the first time.
It includes a parent panel.
Rosa is one of the speakers.
She stands before a group ofaide and case managers.
Some knew, some seasoned, shetells Jojo's story not just
(06:45):
about the bruise, but about whatit felt like to hand over her
son to trust strangers with hiscare and what it felt like when
that trust was shaken.
She doesn't shout, she doesn'tcry.
She just tells the truth.
One staff member raises theirhand.
What's the best way we can earnA parent's trust?
(07:06):
Rosa answers.
Simply listen.
See our kids learn who they are,not just their diagnosis.
And when something doesn't feelright, say something, even if
it's uncomfortable.
not long after Rosa is invitedto join the County's Family
Advisory Council forDevelopmental Disability
(07:27):
Services.
It's a volunteer role, but itgives her a seat at the table
where policy meets practice.
She learns more about fundingstructures, provider
regulations, and the challengesprogram directors face.
But she also brings somethingvital to the conversation lived
experience.
(07:47):
Rosa begins working with a smallteam of caregivers to draft a
proposal for state leveltraining standards.
The goal ensure every new hireand day programs receives
meaningful orientation, not justpolicies, but people first
training.
The proposal includes caregivervideos, testimonials, and
checklists for sensitivity andcommunication.
(08:10):
It's not law yet.
It's just a seed, but it'splanted.
The aftermath of a shakeup is achance to rebuild.
But better.
Rosa and George didn't stop atprotecting their son.
They stepped forward into alarger fight for consistency,
for training, for dignity.
(08:31):
Jojo too is adjusting slowly thehumming returns.
His routines settle.
And while he may never say withwords how he feels, his rhythm
steady, ensure is his own kindof gratitude.
Adult day programs should neverjust be a place to go.
They should be places of safety,of structure, of potential, but
(08:55):
that only happens whencaregivers speak up, when staff
listen, and when systems changefrom the inside out.
in our future episodes, we'llmeet with new families
navigating their firstexperience with the waiting list
for services and how uncertaintyof the not yet can shape your
(09:15):
entire life.
Because for every jojo who getsa spot, there are hundred still
waiting.
If you've ever faced a brokensystem, we wanna hear from you.
Reach out atpodcast@takecaretime.com.
And remember, there is power inyour voice.
There is strength in youradvocacy, and there is always
(09:35):
time to care.
Thank you for listening.
If you are a parent or caregiverbeginning to search for an adult
day program.
There are a few essential thingsto look for and questions to ask
to help ensure your loved one isentering a safe, supportive, and
enriching environment.
(09:57):
Observe staff interactions.
Do staff members treatparticipants with respect and
patience?
Are they engaged, attentive, andcalm?
Your loved one will spend manyhours with these individuals.
Watch how they interact.
Ask about training.
What kind of training do newstaff receive?
(10:18):
Is it ongoing?
Ask specifically about trainingfor communication, behavior,
support, family and safetyprocedures.
Check the staff to participantratios.
The lower the ratio, the morepersonalized care your loved one
will receive.
Make sure staffing is adequate,especially for participants with
high needs.
(10:40):
Request a copy of the dailySchedule.
A quality program offersstructure and variety.
Things like music, movement,arts and life skills, not just
television or idle time.
Tour all areas of the facilitylook beyond the main room visit.
Restrooms, quiet spaces, outdoorareas.
(11:01):
Are they safe?
Are they clean and sensoryfriendly.
Understand the use ofindividualized service plans.
ISPs should guide your lovedone's day.
Ask how staff implement theseplans and how often they're
updated.
Ask how concerns are handled.
What's the process if you raisean issue?
(11:22):
Is there an open line ofcommunication with leadership?
Listen to your gut.
If something doesn't feel right,don't ignore it.
You are the expert on your lovedone.
Trust your instincts.
Choosing a day program is one ofthe most important decisions
you'll ever make As a caregiver,take your time, ask hard
(11:43):
questions, and stay involvedbecause your voice, just like
Rosa's, is a powerful tool forchange.
To make things easier, we'vecreated a printable day program
evaluation checklist.
You can take this checklist withyou on your tours.
It includes all the questionsand observations shared in this
episode.
(12:03):
Designed to help you makeinformed decisions with
confidence.
Download your freechecklist@takecaretime.com slash
checklist.
Take it with you, print copiesfor other families, and use it
as your guide while navigatingthe search for the right day
program.
(12:27):
As you advocate, investigate,and show up day after day.
Don't forget, caregivers needcare too.
The take care time respite boxis curated just for you.
Each box is filled with soothingitems and self-care tools
designed to help you rechargeduring your moments of rest.
Whether it's calming, teas,comfort, snacks, puzzles, or
(12:48):
gentle reminders that you mattertoo.
This box is an invitation topause because you can't pour
from an empty cub.
Treat yourself or a fellowcaregiver to the take care time,
respite box.
You deserve care every day, notjust someday.
Please note that this episodefeatures reenactments.
(13:11):
And dramatized details.
While in most cases the exactverbatim dialogue may not be
known, all dramatizations aregrounded in thorough research
and crafted to honor the storiesshared to respect the privacy
and confidentiality ofindividuals involved names, and
some identifying details havebeen changed.
Until next week, take care.
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