What Really Keeps Staff (It’s Not Pay)
There’s a hard truth most leaders in disability services know but rarely say out loud:
You can’t pay people enough to stay if the culture isn’t right.
Yes, fair pay matters. But when direct support professionals (DSPs) and supervisors describe why they stay, the stories almost never begin with a paycheck. They begin with belonging.
That’s what the team at CHI Friendship in Fargo, North Dakota has been proving for years. President Dori Leslie and several of her leadership colleagues have been intentionally rethinking how they attract, support, and retain staff—through practices that are simple, deeply human, and repeatable across any organization.
And what’s working for them isn’t magic. It’s a set of small, human moves that shift behavior, trust, and culture from the inside out.
1. Culture Change Starts When Leaders Model It
At Friendship, leadership doesn’t hide in offices or behind data dashboards. They lead by showing up.
Supervisors talk about how Dori models positivity and presence—starting every meeting with genuine appreciation and encouragement, even when things are hard.
That kind of consistency isn’t fluffy. It’s what builds safety and trust.
When staff see leaders owning challenges without losing hope, they start to believe, “Okay, maybe this is a place where I can grow.”
2. Listening Isn’t a Survey — It’s a System
One of the most powerful shifts at CHI Friendship came from changing how they listened.
They didn’t just collect feedback; they acted on it.
When staff said scheduling was burning them out, leaders reworked shift structures and created more predictable routines. When employees said they wanted to feel heard sooner, supervisors added intentional touchpoints during onboarding—simple check-ins at 2 weeks, 30 days, and 90 days.
Those small listening loops signaled something big: We hear you, and we’ll prove it with action.
“When you actually do something with what people tell you, that’s when trust starts to build again.”
— Dori Leslie, CHI Friendship
That’s what real retention looks like—listening that leads to visible change.
Want to hear how they made it happen?
Catch the full conversation in Episode 56 of the IDD Leader Podcast.
3. Inclusion Isn’t a Buzzword — It’s a Practice
Another thing Friendship is doing differently: involving people supported in hiring and feedback.
Here’s what that looks like in practice: when a new DSP candidate is being considered, someone who receives services may join part of the interview process—sharing their perspective or asking a few questions of their own. Later, they might give input on how the new hire is doing once they’ve started, offering honest feedback from the people who experience their support directly.
It’s simple, but powerful.
When people supported have a voice in hiring and evaluation, it reminds everyone that this is what the work is about. Candidates immediately see that the culture values partnership and respect. Staff are more mindful about how they show up. And leaders stay closely connected to the mission that drives their work.
It’s inclusion in its purest form: listening to the people at the heart of the mission.
4. The Three Leadership Habits That Keep People
Toward the end of our conversation, Dori and her team shared what they believe are the three most important habits for leaders who want to build great workplaces:
Positivity – not blind optimism, but leading with hope, even in hard seasons.
Listening – the kind that follows through.
Your Voice Matters – encouraging every person, at every level, to speak up and contribute.
Those three habits aren’t complicated—but they’re easy to underestimate.
When practiced daily, they create a culture where people feel known, capable, and part of something bigger than themselves.
5. Purpose is the Real Retention Strategy
When Friendship leaders talk about why people stay, they don’t mention bonuses or stipends first. They talk about meaning.
One supervisor said, “You have to believe this work matters—and help others see that too.”
That’s the throughline at CHI Friendship: leaders who cultivate belief, staff who feel seen, and a shared commitment to showing up for people—together.
Because what really keeps people in disability services isn’t pay.
It’s purpose, belonging, and leadership that listens.
Learn More About CHI Friendship
You can learn more about their mission, programs, and team at chifriendship.com or follow them on Facebook at facebook.com/CHIFriendship.
Want to Strengthen Your Own Team?
The fastest way to build a culture people want to stay in is by investing in your supervisors—the people who shape every day-to-day experience on your team.
Download the free guide:
Simple Supervisor Habits to Lower Turnover
