Women in Leadership: Front and Center at Incompass

Women in Leadership: Front and Center at Incompass

What does it mean to you to be a woman in a leadership position? This is what we asked two Care Champions who were recently promoted at Incompass Human Services. Kelly Trickett is joining the executive leadership team at Incompass as Chief Operating Officer. Heather Mantell is going into her second year with a notable promotion as Director of Family & Community Services.

“To be a female leader is exciting to me.  Both personally and professionally, it means being the best version of me there is. It’s providing support to those around me and on my team. It’s being a team player, taking initiative, working hard, listening, making decisions, and being the driving force of change where change is needed.  It’s a whole lot of things but most importantly it’s being a role model to others who want to be leaders too,” says Trickett.

Mantell echoed similar sentiments when asked what the promotion meant to her, “I hope that they can trust me and understand my commitment to them as well as the people we serve.”

Trust. Support. Mentorship. All themes that play into the bigger purpose of strengthening the Care Champion culture at Incompass. Trickett speaks on the goals she has set for herself as she steps into her new role as COO, “I want to develop trusting relationships with the care champions at Incompass, emphasize and show the importance of teamwork, and make people feel inspired and motivated to continue to do what they do best when it comes to providing the best care possible to the people we serve.”

Trickett joined the agency four years ago and has proved to have a keen eye for innovation during her time here. Mantell is relatively new to the agency, bringing a fresh perspective and enthusiasm to the programs she’s been charged with including the Brain Injury Community Center. Both women share a vision for the agency’s future, one rooted in maintaining the quality of programs while identifying opportunities for growth.

“I am so pleased that we have such talented and dedicated leaders within the organization who are capable and ready to move into new and challenging roles with us,” says Incompass Chief Executive Officer Jean Phelps.

Please join us in congratulating Kelly and Heather on their new roles!

COO Kelly Trickett, left, and Director of Family & Community Services Heather Mantell, right.

Nurses Week 2022

Nurses Week 2022

Last week we celebrated Nurses Week, and if you ask us, one week just doesn’t seem like enough!

What would we be without our tremendous team of Incompass nurses? We’d be falling apart quite literally! We are indebted to them for their gracious dedication to supporting the vulnerable people in our programs and group homes.

The timing also couldn’t have been better to award Kate Burk, part of the nursing team, with an ADDP Continuing Education scholarship. A big thanks to Seven Hills Foundation and Justice Resource Institute, the sponsors who make this type of aid available to our care champions. Well deserved, indeed!


Kate Burk and Incompass COO Al Frugoli pose together.

We cannot keep asking more of human services workers

We cannot keep asking more of human services workers

by Jean Phelps, CEO, Incompass Human Services and President, New England Human Services Collaborative

Staffing crisis. Worker shortage. “The Great Resignation.” Over the past year, a variation of these phrases has been presented in news stories and op-eds to citizens of the Commonwealth, describing the challenges that businesses are facing to return services to pre-pandemic levels. In the human services industry, we were facing a “workforce crisis” for years before COVID began. Low rates of reimbursement and a shrinking labor pool had driven industry vacancy rates to 40% or more by the end of 2019…then came COVID.

Today our programs cannot operate at full capacity because we do not have enough staff to serve those in need. We have a long waitlist of individuals and families who are frustrated with waiting to return to the programs that we had to close because of pandemic restrictions in 2020. Others are seeking placement into a program for the first time having graduated from special education and are seeking adult supports and services. As someone who has dedicated my entire 36-year career to this work, this scenario is heartbreaking; for want of staff, Incompass would be serving these folks.

Given that the human services workforce provides support to one out of every ten people in Massachusetts, the current staffing shortages in our field have real consequences for the people we support. Incompass Human Services has provided critical supports to people with intellectual and developmental disabilities throughout greater Lowell and greater Lawrence for over 65 years.  Every Incompass staff person, who we proudly call our Care Champions, no matter their role, is motivated to make a positive impact on our community. Their dedication and focus ensure that we can deliver on our mission to empower the people we support, even under the most challenging of circumstances. But Incompass (and other similar organizations) are facing unprecedented challenges to recruit and hire Care Champions to deliver the supports that the people we serve deserve.

Right now, the path to resuming a full complement of services is still not clear, and our ability to impact compensation to incentivize employment in human services is limited. While our highly skilled staff are dedicated – and we do enjoy a healthy rate of employee longevity – the fact is that the pay scale in the human services field is not competitive. Even after the infusion of short-term governmental COVID-based relief funding, we don’t have the ability to adequately compensate our current workforce or hire new workers. Approximately 98% of funding for Incompass Human Services comes from state contracts with direct billing to the state, and those reimbursement rates are determined through a rate-setting process by the state of Massachusetts. Ultimately those rates determine the salaries we can pay our Care Champions.

While we have been fortunate to receive American Rescue Plan Act (ARPA) funds that were disbursed to front-line employees in the form of one-time retention bonuses and other limited compensation the ARPA funds are short-term. To have a meaningful and permanent impact on the workforce, funding to raise salaries must be given permanently, or we will continue to struggle to recruit and retain staff.

Consider that the poverty level for a family of four in Massachusetts is $26,508 according to the 2021 MassHealth income standards. And the median wage for a Massachusetts human services worker is $27,736 according to the Providers’ Council. Given that the Providers’ Council report cites the median wage in all other industries in Massachusetts as $40,557, recruiting staff for this work – an essential, person-facing job that is both rewarding and demanding – is becoming an impossible task.

Keep in mind, that according to the Bureau of Labor Statistics, the consumer price index (CPI) increased by 7.5% in January from a year ago, so the wage gap is growing. While companies in the private sector can offer more generous compensation packages to attract new workers human services organizations like Incompass that are tasked with caring for those who are most vulnerable are not able to “charge more” or “give smaller portions” to offset costs or offer competitive compensation. As a result, too many people with intellectual and developmental disabilities who rely on our services continue to be without a program.

Through it all, the Care Champions at Incompass Human have been the most awe-inspiring group of people I have ever been around. While we rightly acknowledge and show gratitude to the front-line workers who have been working in our community throughout the pandemic, those direct support professionals who do this work are invisible heroes. They are not seen on the nightly news under their PPE, they are not celebrated as the “essential” workers that they are, they are not even recognized by the federal department of labor as an occupation worthy of classification. Yet the 300 Incompass Care Champions do their jobs because they genuinely and deeply care about the people they support and appreciate the relationships they have forged over the years.

We cannot keep asking the human services workforce to accept a wage that devalues who they are and what they do. We cannot minimize the role that direct support professionals fill in our communities. We cannot ignore the fact that these hourly workers are skilled professionals who are caregivers, skill-builders, activity specialists, meal preparers, and lifesavers. We cannot keep messaging families and caregivers that we do not have the staff to support their loved ones to be served in one of our programs.

We must truthfully and realistically acknowledge that in order to do right by persons with intellectual and developmental disabilities, our seniors, people with physical disabilities, people suffering from substance abuse, families facing food insecurity, we must first do what’s right for the people who support them.

Mahatma Gandhi’s words resonate with me “The true measure of any society can be found in how it treats its most vulnerable members”.  How will we be measured if we don’t lift up the workforce that supports the most vulnerable?

Days of Giving: Fundraising Recap

Days of Giving: Fundraising Recap

We asked, and you answered. On December 1, 2021, we set out to raise $30,000 for Incompass families in need. We are thrilled to announce that we exceeded our goal! Every dollar raised went to those who are supporting a loved one with an intellectual or developmental disability.

Of course, none of this would have been possible without the dedicated support and generosity of our community. To each of you who made a gift to our campaign, signed up as a fundraiser,  or spread the word to your friends and family – thank you.

Gregg Bonheur, former board member, not only continues to support the Incompass mission but has come in as this year’s “Care Champion Fundraising Champion” with a total of $10,100 raised! All we can say is – wow. Thanks to you, the New Year will shine brighter for Incompass families.


We are also incredibly grateful to The Durkin Foundation for their generous donation of $2,500! CEO Matt Durkin dropped by our main office with the gift last month, and we couldn’t let him leave without making him an honorary Care Champion.



Notable Donations – $1,000+ Gifts

  • Judy Barisano
  • Giovanni & Laura Cecere
  • Matthew Kalil
  • Robert MacCormack
  • Wallwork Curry McKenna
  • Gary and Terri Ryan
  • Mike and Lesley Sklar
  • Emily Young


Just as our services and supports have had to shift over these past couple of years, so have our end-of-year fundraising initiatives. The most special part of tackling this crowdfunding campaign this year was watching the community immerse themselves in the experience. We look forward to building on this idea in the years to come, and we hope you’ll continue to join us for the ride. Thank you!! 💙💜

From the CEO: Parker Street Transition

From the CEO: Parker Street Transition

*The Parker Street Transition Webpage can be found here. We are committed to keeping all of our Care Champions, individuals, families, and caregivers engaged and informed in the coming weeks and months, and this page will be regularly updated to include the latest information.*

In a year marked by change, we’ve had to make many difficult decisions that are in the best interest of Incompass Human Services and the people we serve. I’m writing to inform you that on June 17 we signed an agreement to sell the Parker Street building. The sale will be finalized in October, and we are now focused on providing our families and our staff time to work with us on a transition plan.

While I know this may come as a surprise to many of you, first let me assure you that Incompass isn’t going anywhere. The truth of the matter is that we aren’t making money on the sale – in fact, we’re losing money – but it’s become very clear that it’s time to move on from the Parker Street building. The facility is costing us money every day, even at full capacity, and is just not meeting our programmatic needs.

I know you will all have many questions, and I promise to provide more information in the coming weeks and months. The majority of day programs will transition to Omni Way on October 1, according to the terms of the sale, but Incompass will continue to occupy a small footprint at Parker Street until April 30 to house the TREE program.

We will work with each of you who are currently enrolled in programs at Parker Street and are impacted by the closure of the building on their best options moving forward, and our case coordinators began reaching out last week.

We will create a resource to keep all of you apprised of the transition as plans evolve and transportation options are arranged, but here is what we know as of today:

  • As capacity restrictions allow, we will transition individuals currently enrolled in Day Hab at Parker Street to our Omni Way facility in Chelmsford.
  • The CBDS program will remain active in the Greater Lawrence community, but will transition to the Omni Way facility.
  • The AFC program will remain a community-based program in Greater Lawrence but operationally will shift to Omni Way.
  • We are actively searching for a new space to lease that will house the TREE program after April 30.

Remember, our focus is – and always will be – on the people we serve, and this decision is rooted in ensuring we’re able to deliver on that mission. I know a lot of you have been connected to the Parker Street building for many years and are saddened by this news. I assure you that we remain committed to offering a full and robust day service program portfolio, with over 300 people eventually being served in the Omni Way and TREE programs. And we will continue to have a service footprint in the Greater Lawrence community.

It’s been a difficult year, and like many provider agencies, we’ve faced some obstacles. We may have a challenging year ahead of us, but there is still much to be optimistic about at Incompass Human Services. The great thing about this community is that we’re about so much more than bricks and mortar; we are about people. And that will never change.

If you have questions about the transition, please let us know as we’ll make every effort to address them over these next few months. Thank you again for entrusting us in providing the care and supports your loved ones deserve – it’s what defines us as an agency.



Jean Phelps,

CEO, Incompass Human Services