Company Information
Key Contacts
OA Management Team
Recent Activity
Your Virtual Assistant Team (8 VAs)
OA Management Team
Weekly Hours Tracked (Sample Data)
| VA Name | Mon | Tue | Wed | Thu | Fri | Total | Target | Status |
|---|---|---|---|---|---|---|---|---|
| Kathleen P. Acain | 8.2 | 8.0 | 8.1 | 7.9 | 8.0 | 40.2 | 40 | On Target |
| Maribel J. Martinez | 8.0 | 8.3 | 8.0 | 8.1 | 7.8 | 40.2 | 40 | On Target |
| Evonne Roz P. Nadela | 8.1 | 8.0 | 8.2 | 8.0 | 7.9 | 40.2 | 40 | On Target |
| Rhea May Q. Sy | 8.0 | 8.0 | 8.1 | 8.0 | 8.0 | 40.1 | 40 | On Target |
| Melfi A. Dagondon | 8.3 | 8.1 | 8.0 | 8.2 | 7.9 | 40.5 | 40 | On Target |
| Julie Ann P. Abrinica | 8.0 | 8.2 | 8.0 | 8.0 | 8.1 | 40.3 | 40 | On Target |
| Christyl M. Belmes | 8.1 | 8.0 | 8.0 | 8.3 | 8.0 | 40.4 | 40 | On Target |
| Hara K. Nacasabog | 7.9 | 8.0 | 8.1 | 8.0 | 7.8 | 39.8 | 40 | Slight Under |
Productivity Scores
Top Applications Used
| Application | Hours/Week | VAs Using |
|---|---|---|
| Therap | 68 | Evonne, Rhea May, Melfi |
| ADP Workforce Now | 42 | Christyl, Hara |
| QuickBooks / Bill.com | 38 | Maribel, Julie Ann |
| SAP Concur | 12 | Maribel, Julie Ann |
| Indeed | 8 | Christyl |
| YouTube Studio | 6 | Kathleen |
| Microsoft Outlook | 5 | Kathleen |
Monthly Hours Delivered vs Target
CSAT Scores by VA
| VA Name | CSAT Score | Period |
|---|---|---|
| Kathleen P. Acain | 94% | Q2 2026 |
| Maribel J. Martinez | 96% | Q2 2026 |
| Evonne Roz P. Nadela | 97% | Q2 2026 |
| Rhea May Q. Sy | 95% | Q2 2026 |
| Melfi A. Dagondon | 98% | Q2 2026 |
| Julie Ann P. Abrinica | 96% | Q2 2026 |
| Christyl M. Belmes | 90.5% | Q1 2025 YTD |
| Hara K. Nacasabog | 84.5% | Q1 2025 YTD |
Advisory Document Status: Requested
A comprehensive Strategic Advisory Document is being prepared for SSVA. This will include industry-specific insights, competitive positioning, and growth recommendations tailored to Healthcare/IDD services.
Strategic Insights & Recommendations
Medicaid Audit Compliance Program
Recent audit revealed gaps in systems and processes. Recommended building an "Audit Dashboard" providing a single view of compliance status across background checks, training certifications, ISP audits, eMAR completion, and OIG searches. Position OA as SSVA's compliance backbone.
System Migration Guidance (Paylocity to ADP)
The massive data migration is a pain point and an opportunity. Document the migration playbook as reusable IP. Ensure zero data loss during transition by implementing dual-system verification for each employee file batch.
Clinical Documentation Excellence
eMAR, ISP, and WAMS workflows require zero-error precision. Recommend implementing automated anomaly detection in eMAR entries and predictive alerts for missed medications to reduce audit risk.
HCBS Final Rule Compliance
CMS requirements for person-centered planning, community integration, and individual rights documentation are tightening. Proactive compliance review recommended to stay ahead of regulatory changes in Virginia.
AI Integration Pilot for Healthcare VAs
Chip requested AI training for all VAs. Recommended AI augmentation areas: Therap anomaly detection, ADP training expiration alerts, QuickBooks/Bill.com automated reconciliation, and YouTube SEO-optimized content suggestions.
Workforce Optimization & DSP Recruitment
In a tight labor market for Direct Support Professionals, leverage Indeed sponsored listing optimization, ADP recruitment analytics, and VA-managed screening pipelines to reduce time-to-hire and improve candidate quality.
IDD/HCBS Competitor Landscape (Virginia)
| Company | Services | Est. Revenue | Key Differentiator | VA Opportunity |
|---|---|---|---|---|
| Sevita (formerly The MENTOR Network) | IDD, Brain Injury, Foster Care | $6B+ (national) | Largest national IDD provider, deep Medicaid expertise | Admin, compliance tracking at scale |
| ResCare / BrightSpring | Residential, Home Health, Workforce | $3B+ (national) | Workforce + care combined model | Recruitment, onboarding, payroll |
| Maximus | HCBS Waiver Management, Gov Services | $5B+ (national) | Government contract management | Data entry, claims processing |
| Community Alternatives Virginia | IDD Residential, Day Support | ~$50M (regional) | Virginia-focused, similar size to SSVA | Clinical documentation, QIDP support |
| National Mentor (Sevita sub) | Host Home, Shared Living | Part of Sevita | Host home model specialization | Background checks, compliance |
| Elwyn | IDD, Behavioral Health, Education | ~$250M (Mid-Atlantic) | Education + IDD combined services | Training tracking, HR administration |
Competitive Advantages for SSVA
Local Market Knowledge
SSVA's deep roots in Virginia's DBHDS regulatory landscape give them an advantage over national players unfamiliar with state-specific Medicaid waiver requirements.
Technology-Forward Operations
With 8 dedicated VAs handling clinical compliance, HR, and finance, SSVA operates with a leaner administrative cost structure than similarly-sized competitors.
Personal Care Model
Unlike national chains that prioritize volume, SSVA's community-based approach delivers more personalized services, improving retention and satisfaction metrics.
Upcoming Trade Shows & Conferences
| Event | Date | Location | Relevance |
|---|---|---|---|
| ANCOR Annual Conference | Oct 2026 | Washington, DC | Premier IDD provider conference. 1,000+ attendees. Policy + best practices. |
| DDA National Convention | Nov 2026 | Atlanta, GA | Developmental disabilities advocacy and service delivery. |
| NADSP Annual Conference | Sep 2026 | Baltimore, MD | Direct Support Professional workforce development. |
| vaACCSES Annual Conference | Oct 2026 | Richmond, VA | Virginia's IDD/HCBS provider association. Chip has presented here. |
| AUCD Conference | Nov 2026 | Washington, DC | University centers on disability. Research + practice. |
Key Industry Podcasts
Recent Industry Headlines
Billing History
| Month | VAs | Amount | Status |
|---|---|---|---|
| June 2026 | 8 | $15,160.00 | Paid |
| May 2026 | 8 | $15,160.00 | Paid |
| April 2026 | 8 | $15,160.00 | Paid |
| March 2026 | 8 | $15,160.00 | Paid |
| February 2026 | 8 | $15,160.00 | Paid |
| January 2026 | 8 | $15,160.00 | Paid |
ROI Analysis
Communication Channels
Recent Communication Log
Submit a Support Ticket
Recent Tickets
| Ticket ID | Subject | Category | Status | Date |
|---|---|---|---|---|
| TKT-4821 | ADP system access for new hire | Software Access | Resolved | Jun 28, 2026 |
| TKT-4756 | Playbook update request | General Inquiry | Open | Jun 15, 2026 |
| TKT-4690 | QuickBooks sync delay | Software Issue | Resolved | Jun 2, 2026 |
| TKT-4612 | VA schedule change (Evonne leave) | Schedule Change | In Progress | May 20, 2026 |
Training History
| VA Name | Course | Date Completed | Score | Certification |
|---|---|---|---|---|
| Kathleen P. Acain | YouTube Masterclass | May 2, 2026 | 96% | Certified |
| Kathleen P. Acain | YouTube Marketing 2026 | May 3, 2026 | 94% | Certified |
| Kathleen P. Acain | Advanced Analytics & SEO | May 5, 2026 | 92% | Certified |
| All VAs | OA Onboarding Program | Various | 98% | Certified |
| All VAs | HIPAA Compliance Training | Jan 2026 | 100% | Certified |
| Evonne, Rhea May, Melfi | Therap Advanced Certification | Mar 2026 | 95% | Certified |
| Christyl, Hara | ADP Workforce Now Training | Feb 2026 | 91% | Certified |
| Maribel, Julie Ann | Bill.com / QuickBooks Integration | Apr 2026 | 97% | Certified |
| All VAs | Data Privacy & Security | Jan 2026 | 96% | Certified |
| All VAs | Professional Communication | Dec 2025 | 93% | Certified |
Recent Activities & Events
Team Photo Gallery
Your VA team participates in OA's "Virtual Assistants Give Back" program, aligning 10,000+ hours to United Nations Sustainable Development Goals.
Hi Chip,
As we head into Q3, the healthcare staffing landscape continues to evolve rapidly. I wanted to share a few observations that are directly relevant to how your team operates.
The tightening of HCBS compliance requirements from CMS is something we're watching closely across all our healthcare clients. Your VAs are already ahead of the curve with their Therap expertise and clinical documentation rigor. That said, we're seeing an opportunity to layer AI-assisted anomaly detection on top of existing eMAR workflows. This could flag potential compliance gaps before they become audit findings.
I also want to acknowledge your team's incredible tenure... Kathleen approaching 7 years, Maribel and Evonne both past 6 years. That kind of institutional knowledge is irreplaceable and represents a real competitive advantage for SSVA.
Looking forward to our next catch-up. As always, your partnership means a great deal.
Best,
Brad
Chip,
I wanted to follow up on the incredible work Kathleen has been doing with the YouTube strategy for "thisABILITY Adventures." When you told me "This is Good stuff!" after seeing her 7-point plan, it reinforced exactly what we're trying to do with every VA... move them from task execution to strategic value creation.
Here are three things I'd encourage for Q3:
1. AI Training for All 8 VAs ... you mentioned this back in March, and we're ready to roll it out. Each VA will get domain-specific AI augmentation training (Therap + AI for the clinical team, QuickBooks + AI for finance, etc.).
2. Compliance Dashboard ... after the Medicaid audit, having a single-view compliance tracker would give you and your team peace of mind. We can build this.
3. Workload Assessment ... you mentioned being open to adding another VA if the workload supports it. Let's run a formal capacity analysis to see if there's an ROI case.
Talk soon.
Brad
Chip,
Welcome to SSVA's dedicated client dashboard. This is your centralized view into everything Outsource Access is doing for your organization... from VA performance and training, to billing transparency, strategic insights, and industry intelligence.
You've been with us since August 2019, making you one of our longest-tenured and most valued clients. This dashboard represents our commitment to bringing the same level of structured engagement and transparency to every account, including our legacy partnerships that helped build OA into what it is today.
Use this portal to track your team's performance, submit support tickets, review billing, and access strategic advisory content tailored to the IDD/HCBS industry. Our goal is simple... make sure your VA investment delivers maximum value every single month.
If you need anything at all, you know how to reach me.
Your partner in growth,
Brad Stevens
Founder & CEO, Outsource Access