From Family Startup to IDD Industry Standout: Lessons from CARES of Western PA
If you’ve ever worried that growing your organization might mean losing the culture that made it special, you’re not alone. Many leaders in human services face that tension: more staff, more regulations, more complexity… and less of the closeness and agility that got you started.
CARES of Western PA shows that it doesn’t have to be that way.
Over the last decade, this family-owned agency has grown from just a handful of employees to nearly 100. Yet instead of becoming another top-heavy provider, they’ve built a reputation for responsiveness, innovation, and a culture that still feels personal. Their story offers lessons any leader can use.
Stay Lean to Stay Responsive
One of the easiest traps for a growing agency is piling on layers of management. CARES went the other direction. They’ve kept their leadership team lean, which lets them act on feedback quickly.
That feedback loop is more than lip service. When staff pointed out frustrations with their old record-keeping system—not as smooth as it could be—CARES didn’t bury the issue. They invested in a streamlined upgrade. It wasn’t flashy, but it sent a clear message: we hear you, and we’re willing to put resources behind fixing what slows you down.
Just as important, when a change isn’t possible because of regulations or resources, leadership is upfront about it. That kind of honesty turns feedback into a conversation, not a black hole.
Put Quality at the Center
CARES makes every decision through a simple filter: does this protect or improve the quality of care?
Sometimes that’s meant making tough calls on the business or staffing side. But keeping the focus on their “VIPs” (the individuals they serve) has built trust inside and outside the organization. For leaders, it’s a reminder that culture doesn’t come from slogans—it comes from the standards you’re willing to uphold, even when it’s hard.
Redefine Community Participation
Plenty of providers talk about “community integration.” CARES takes it much further.
Their VIPs don’t just attend activities—they’re out volunteering, lending a hand at local nonprofits, helping out at churches, and building relationships with small businesses. Those connections don’t just fill time; they give people a sense of belonging and purpose.
And when it comes to recreation, CARES goes all in. Every VIP has access to meaningful, exciting outings—whether that’s a trip to a ball game, a special community event, or just an afternoon exploring new opportunities. Nobody is left behind because of cost. CARES makes sure of that.
This approach transforms the staff experience too. Instead of feeling like they’re just “covering shifts,” employees get to create life-enriching opportunities every day. That sense of impact is one of the strongest drivers of retention—and it shows in CARES’ exceptionally low vacancy rates.
Community participation at CARES isn’t a program box to check. It’s the center of their model. And it’s paying off for both VIPs and the workforce.
Protect the Family Feel
Scaling often makes organizations feel distant or transactional. CARES has worked against that at every turn.
They invest in celebrations that include staff and families. They make sure cost is never a barrier for participants. And they keep circling back to the same mission they started with: to build community, not just programs.
Being family-owned has helped. But it’s more than ownership—it’s intentional leadership. Every policy, every event, every decision is filtered through the question: does this strengthen the sense of belonging here?
What Leaders Can Take Away
The lessons from CARES are simple but powerful:
Stay lean. Bureaucracy slows trust.
Act fast on feedback. And be transparent when you can’t.
Keep quality first. Every decision, every time.
Expand what’s possible. Don’t just talk about community—live it.
Celebrate big. Shared joy builds culture more than memos ever will.
CARES proves you can scale without losing the very thing that made your agency worth growing in the first place.
Learn More
Hear the full conversation with Mindy Bowen and Kate Smith on the podcast.
And if you’re ready to strengthen your own teams, download The Turnover Fix Playbook: 4 Simple Supervisor Habits that Reduce DSP Turnover Fast. It’s free, and it’s built to help you keep your best people.
