How This IDD Provider Grew from 4 to 100 Employees Without Losing Their Heart
What does it really take to grow an IDD provider agency without burning out your culture—or your people?
CARES of Western PA has the answer. In just one decade, they scaled from 4 employees to nearly 100. Even more impressive? They’ve maintained a family-like culture, created pathways for staff growth, and kept vacancies low at a time when workforce shortages are everywhere.
I recently sat down with Mindy Bowen (Co-Owner) and Kate Smith (Assistant Director) to hear their story. Their approach is packed with best practices any agency could learn from.
Celebrating in a Big Way
At CARES, culture isn’t just something you write in a handbook—it’s something you experience. One of the clearest examples is their legendary holiday party.
Instead of a modest recognition event, CARES goes all in. Staff are encouraged to bring their families for a night of food, games, and celebration—on a riverboat! Leadership works hard to make it feel special, fun, and deeply personal. It’s a chance for employees’ children to see where their parents work, to meet colleagues, and to feel that they’re part of the CARES community too.
That kind of investment builds loyalty. It shows that CARES values not just the employee, but their whole family. And when people feel celebrated in such a meaningful way, they’re far more likely to stick around.
Listening—and Acting Fast
Another cornerstone of “the CARES way” is how they handle employee feedback. Many organizations collect feedback; CARES acts on it.
A standout example: after staff raised concerns about safety during Pittsburgh’s icy winters, CARES made the bold decision to replace their entire vehicle fleet with AWD models. That change didn’t just make winter driving safer—it signaled to staff that their concerns were heard and valued.
Equally important, CARES doesn’t shy away from honesty. When a suggestion isn’t feasible—whether due to regulatory constraints or timing—they tell staff directly. That level of transparency builds trust. Even when the answer is “not right now,” employees know their input is taken seriously.
The result? A workplace where staff feel like partners in shaping the future, not just cogs in a machine.
Building a Leadership Pipeline
One of the smartest things CARES has done is intentionally build a leadership pipeline. Instead of hoping strong supervisors emerge, they’ve created a system to develop them.
Here’s how it works:
Mentorship for every new staff member – no one is left to sink or swim.
Small leadership opportunities – employees are given chances to take initiative in low-risk ways. Leadership watches closely to see who rises to the challenge.
Progressive opportunities and invitations – those who show promise are given bigger roles and invited to apply for promotions.
Ongoing coaching and feedback – supervisors and leaders provide both formal and informal feedback at every level, helping staff grow their skills in real time.
This structured approach means CARES doesn’t scramble when a new leadership position opens. They already have a bench of capable, confident staff ready to step up.
Innovating in Service Delivery
CARES isn’t just investing in their workforce—they’re reimagining what’s possible for the people they serve (whom they affectionately call their VIPs).
Instead of limiting services to center-based activities, CARES emphasizes community involvement and real-world opportunities. Their VIPs volunteer at local nonprofits, build relationships with businesses and churches, and engage in meaningful activities that enrich their lives.
This approach has two powerful effects:
VIPs thrive – they feel valued, connected, and proud of their contributions.
Staff are energized – being part of life-enriching experiences makes the work more rewarding and fun.
When you combine mission-driven service with a culture of growth, you create a place where both staff and VIPs want to be.
The Big Picture
Put all these practices together, and it’s no wonder CARES has super low vacancy rates. Employees don’t just stay—they thrive. And the people they serve get opportunities that push the boundaries of what IDD services can and should look like.
That’s the real secret to scaling: not just getting bigger, but getting better.
➡️ Want to hear the full story—including how CARES kept their culture alive while scaling from 4 to 100 employees? Listen to Episode 49: From 4 Employees to 100: How This IDD Agency Scaled Without Losing Their Heart.
And if you’re looking for practical ways to strengthen your own team, grab our free resource: The Turnover Fix Playbook: 4 Simple Supervisor Habits That Reduce DSP Turnover Fast. It’s a quick PDF download you can put to use right away.
