Client Portal - Client Handbook

📘 Client Handbook

Welcome to the Bridgewood Farms Client Handbook. This guide provides important information about our programs, expectations, and policies to ensure a safe and enriching experience for everyone.

WELCOME TO BRIDGEWOOD FARMS

CLIENT RIGHTS

GRIEVANCE PROCEDURE

PROGRAM SCHEDULE & ACTIVITIES

TRIMESTER-BASED SCHEDULE

MONTHLY COMMUNITY OUTINGS

PARTICIPATION EXPECTATIONS

ATTENDANCE & ABSENCES

DAY PROGRAM OPERATION HOURS

MORNING ARRIVAL

REPORTING AN ABSENCE

EXTENDED ABSENCES

TARDINESS AND EARLY PICK-UP

WEATHER & EMERGENCY CLOSURES

PARTICIPATION & ATTENDANCE EXPECTATIONS

BILLING POLICY

MONTHLY INVOICING

PAYMENT OF MEMBERSHIP DUES

ACTIVITY FEE TRACKING

GUARDIAN INVOLVEMENT

PAYMENT DEADLINE & LATE POLICY

DRESS CODE & PERSONAL BELONGINGS

DRESS CODE

PERSONAL BELONGINGS

SOCIAL MEDIA, CELL PHONES & ELECTRONIC DEVICES

ILLNESS POLICY

HYGIENE EXPECTATIONS

NO WEAPONS, SMOKING, OR DRUGS

OUTINGS

TRANSPORTATION

DAILY TRANSPORTATION SERVICES (PICK-UP & DROP-OFF)

COMMUNITY OUTINGS

BEHAVIOR & SAFETY

LATE PICK-UP

CODE OF CONDUCT POLICY

POSITIVE BEHAVIOR SUPPORT

ONE-ON-ONE SUPPORT

SKILL BUILDING

BEHAVIOR TIER PLAN

PARENT/FAMILY COMMUNICATION

CONTACT LIST

WELCOME TO BRIDGEWOOD FARMS

We're so glad you're here!

At Bridgewood, we believe life is meant to be lived fully and together. Our days are filled with creativity as we explore pottery, horticulture, crafts, and more. Friendships grow naturally in a space where everyone belongs.

We’re also big on community! From trips to the bowling alley and grocery store to lunches at local restaurants, we value real-world experiences that help our clients connect, contribute, and shine.

Most importantly, we celebrate what each person can do. Every client has a unique story, and we build personalized plans that support growth, ability, and purpose because everyone deserves to thrive.

Welcome to the family. Please contact the staff members listed at the back of this Handbook with any questions you may have. Let’s grow together!

Warmly,

The Bridgewood Farms Team

CLIENT RIGHTS

We believe each and every client at Bridgewood Farms has the right:

1) To control his or her schedule and activities related to on-site Individualized Skills and Socialization,

2) To have access to his or her food at any time,

3) To have physical access to the building,

4) To receive visitors without prior notice unless such rights are contraindicated by the individual’s rights or the rights of other individuals. We do ask that visitors contact the front office to make sure the client is on the property before visiting.

GRIEVANCE PROCEDURE

For any inquiries or complaints related to your rights as a client, reach out to Imani Dennis, our Director of Program Operations.

PROGRAM SCHEDULE & ACTIVITIES

Our day program is designed to provide engaging, enriching, and person-centered experiences throughout the year.

TRIMESTER-BASED SCHEDULE

Our day program operates in three trimesters each year. At the start of each trimester, clients are given the opportunity to choose their classes based on their interests, abilities, and goals. Class options may include art, horticulture, ceramics, life skills, fitness, and more. This format allows for variety and personal growth while keeping things fresh and exciting.

MONTHLY COMMUNITY OUTINGS

We believe in the importance of inclusion and real-world experiences. Several community outings are offered each month, giving clients a chance to socialize, practice life skills, and enjoy local activities such as visiting restaurants, parks, bowling alleys, or shops.

A monthly outing calendar is emailed to families the week before the new month begins. This calendar includes dates, locations, and any important reminders.

PARTICIPATION EXPECTATIONS

We encourage clients to be active participants in both classes and outings. While we understand that not every activity will be a perfect fit, we ask that clients:

Try new things with a positive attitude
Follow directions and safety guidelines
Show respect to peers, staff, and community members
Communicate needs as best as they can (with support if needed)

Our team works hard to ensure every activity is meaningful, accessible, and enjoyable for all.

ATTENDANCE & ABSENCES

DAY PROGRAM OPERATION HOURS

Monday - Friday from 8:00 am - 4:00 pm (except on scheduled holidays). The most current list of recognized holidays and closures can be found on our client portal website.

MORNING ARRIVAL

Arrival time for clients is between 8:00 a.m. and 9:00 a.m. This allows enough time to arrive, get signed in, and put away lunches, coats, and other personal belongings before classes start.

Please make arrangements for timely drop-off and pick-up unless transportation is provided through the program.

REPORTING AN ABSENCE

If your loved one will be absent, please notify us as soon as possible by calling or emailing the program. This helps us adjust schedules and keep attendance records accurate.

EXTENDED ABSENCES

Absences longer than 30 consecutive days may result in discharge from the program, unless otherwise approved by administration in advance.
Planned absences under 30 days (such as for medical recovery, family travel, etc.) must be communicated with the office ahead of time to ensure proper documentation and planning.

TARDINESS AND EARLY PICK-UP

Clients arriving late may miss important activities or outings.
If you need to pick up your loved one early, please notify staff in advance.
Frequent late arrivals or early pickups may affect participation in community outings or certain classes.

WEATHER & EMERGENCY CLOSURES

In the event of severe weather, natural disasters, or other emergencies, program closures will be communicated via text message, email, and our social media page.
You may also opt-in to receive text alerts.

PARTICIPATION & ATTENDANCE EXPECTATIONS

Clients are encouraged to attend regularly to stay engaged with their schedule, peers, and goals.
Excessive or unexplained absences may prompt a review of the client’s placement or participation plan.

BILLING POLICY

We strive to keep our billing process transparent and easy to follow.

MONTHLY INVOICING

YoU will receive an invoice for day program attendance by the second business day of each month for services provided during the current month.
Invoices will be sent via email to the designated billing contact on file.
Cash, Checks, and Credit cards are accepted as a form of payment for day programming, transportation, and activity accounts. You may also pay online for these services at www.bridgewoodfarms.org.

PAYMENT OF MEMBERSHIP DUES

Bridgewood Farms is a membership organization and a membership fee of $125 is required for all client members on an annual basis in conjunction with our program year. This fee will be prorated for clients that begin services throughout the year.

ACTIVITY FEE TRACKING

In addition to the monthly rate for attending the day program and using transportation services, families are responsible for covering fees related to optional and incidental services. These charges are tracked on each client’s Activity Fee Spreadsheet, which provides a transparent and up-to-date overview of any balance due.

What’s Tracked:

The spreadsheet does not include the monthly rate but will reflect charges for:

• Community outings (e.g., bowling, movies, restaurants)

• Snacks provided by the program

• Lunches on designated days

• Culinary class participation

• Late pick-up fees (beyond standard pick-up window)

• Replacement of non-returned clothing

Each charge includes a date, description, and amount, with a running total that allows families to track their balance and make payments as needed throughout the month.

How to Access Your Client’s Spreadsheet:

• Visit the Client Portal, navigate to your family’s page, and click the Activity Fee Tracker

• OR request the direct link to the spreadsheet by email

Spreadsheets are updated regularly and are view-only, ensuring transparency while maintaining security.

Accepted Payment Methods:

Payments can be made using the methods listed in the Payment section of this handbook. If you have questions about your balance, charges, or payment status, please contact the Program Director.

GUARDIAN INVOLVEMENT

Guardians are requested to volunteer a minimum of 24 hours throughout the year. We have various tasks, needs, and options to accommodate any schedule. If you are unable to commit to volunteer activity, an opt-out payment of $350.00 may be paid. If the guardian fails to volunteer or pay the opt-out fee, it will be added to the final invoice of the year.

Volunteering is beneficial for many reasons, including helping us keep program costs as low as

possible.

PAYMENT DEADLINE & LATE POLICY

All invoices and additional charges must be paid by the 20th day of the following month.
If a balance remains unpaid after this deadline, the client’s participation in optional outings and activities will be placed on hold until the account is brought current.
Continued non-payment may result in a pause or suspension of the client’s participation in the day program until the outstanding balance is resolved.

BALANCE REMINDERS

A balance reminder notice will be sent on the 18th of the month following the services provided, giving families time to review and pay before the 20th.

We appreciate your prompt attention to billing and your partnership in helping us provide consistent, high-quality programming.

ADDITIONAL FEES

Lunch Fee: Charged when a client receives a provided lunch from the program instead of bringing one from home.
Snack Fee: Charged when a client receives program-provided snacks during the day.
Late Pick-Up Fee: A $1.00 fee is charged for each minute after a 5-minute grace period past your scheduled pick-up time. This fee will appear on your invoice.
Non-returned Clothing Fee: Charged when loaned or emergency clothing is not returned to the program within one week.

CLIENT UPDATES

To ensure the safety and well-being of every client, it is essential that families keep the program updated with any changes to a client’s information. Please notify the office as soon as possible if any of the following occur:

REQUIRED UPDATES:

Medication changes (additions, removals, or dosage adjustments)
New diagnoses or health conditions
Changes in emergency contacts
Updated phone numbers, email addresses, or home address
Changes in transportation arrangements
Behavioral or support needs that may affect participation or safety
Hospitalizations or major medical procedures
Changes in guardianship or legal decision-makers

Failure to report important updates may result in a temporary pause in participation until accurate and up-to-date information is received.

Please help us provide the best care possible by keeping your client’s file current.

FOOD & DRINK

1. Lunch should be packed in a paper or plastic bag or insulated container.

2. Use frozen water packs to keep perishable items from spoiling.

3. Bring plenty of bottled water or a refillable container.

4. Identify all food and drinks with the client's name.

5. Clients are not allowed to share food, drink, or personal items.

SNACK POLICY

Clients may purchase snacks once per day during designated snack time:

Snack Time: 2:30 PM – 3:00 PM daily
Clients may purchase up to 2 snacks per day
Snack purchases will be added to the client’s monthly activity spreadsheet for billing

If families would like to place limits or restrictions on the types or number of snacks their loved one can purchase, this must be communicated to the office. We encourage healthy choices and will offer a variety of snack options.

DRESS CODE & PERSONAL BELONGINGS

To ensure safety, comfort, and readiness for all activities, we ask that clients follow the guidelines below.

DRESS CODE

Clients should come dressed in:

Comfortable, weather-appropriate clothing
Shoes suitable for walking and outdoor activities
Clothing that allows for participation in hands-on activities like art, gardening, or light exercise

Please avoid:

Clothing with offensive language or images
Excessively loose or revealing clothing

We recommend labeling jackets, sweaters, and other frequently removed items with the client’s name.

PERSONAL BELONGINGS

Clients may bring personal items such as:

Water bottles (labeled with name)
Personal hygiene items (as needed)
Assistive devices or comfort items approved by staff

Please do not send:

Valuables or electronics (unless approved in advance)
Large amounts of cash
Toys or items that may be disruptive or unsafe

The program is not responsible for lost or damaged personal belongings. We encourage families to send only what is necessary and ensure items are clearly labeled.

SOCIAL MEDIA, CELL PHONES & ELECTRONIC DEVICES

Staff must maintain professional relationships with all Bridgewood Farms clients and families. Personal contact information, including phone numbers, emails, and social media accounts, should not be shared. We kindly ask families not to send friend requests or messages via social media, as staff are discouraged from accepting or responding through those platforms.

Clients may bring cell phones or electronic devices; however, they may not be used during instructional time or classes. Devices should be silenced and stored away when staff are giving direction. Use during breaks or lunch may be allowed, unless otherwise restricted by staff.

ILLNESS POLICY

To maintain a healthy and safe environment for all clients and staff, please keep your loved one home if they are showing signs of illness.

Clients should stay home if they have:

A fever of 100.4°F or higher
Vomiting or diarrhea within the past 24 hours
Persistent coughing or sneezing
Unexplained rash or skin irritation
Eye redness or discharge
Any contagious illness (flu, COVID-19, strep throat, etc.)

Clients must be symptom-free for at least 24 hours without medication before returning to the program.

If a client becomes ill during the program day:

The family or emergency contact will be called for immediate pick-up
The client will wait in a separate area under supervision until picked up

Please notify the office of any diagnosed contagious illness so we can take appropriate precautions.

HYGIENE EXPECTATIONS

To promote a clean, healthy, and respectful environment, clients are expected to maintain basic personal hygiene each day they attend the program.

Clients should arrive:

Bathed or showered
Wearing clean clothes
With good oral hygiene
With clean undergarments and, if applicable, appropriate incontinence products

Additional Notes:

Clients who require reminders or support with hygiene tasks should have those supports in place at home prior to arrival.
If a client arrives with strong body odor or visible hygiene concerns, families may be contacted to discuss next steps or arrange for pick-up if necessary.
Repeated hygiene concerns may result in temporary suspension from the program until the issue is resolved and proper support is in place.
Bridgewood Farms staff do not provide hands-on hygiene assistance but will offer verbal prompts as needed and appropriate.

NO WEAPONS, SMOKING, OR DRUGS

For everyone’s safety, weapons, tobacco products, vaping devices, alcohol, and illegal drugs are strictly prohibited on program property and during all activities. Violation of this policy may result in immediate removal from the program.

OUTINGS

In compliance with ISS regulations, Bridgewood Farms is required to offer off-site community outings to provide clients with meaningful opportunities to engage with their community.

Because our clients are adults (18+), they retain the right to participate in outings regardless of guardianship status. Program staff cannot prohibit clients from attending outings, as doing so would infringe on their rights.

If families wish to limit or decline outings, this must come directly from them. Staff may remind clients of their family’s wishes, but cannot enforce restrictions.

We encourage open communication between families and clients to support positive and respectful participation in community activities.

TRANSPORTATION

Bridgewood Farms may provide transportation services to and from the day program, as well as for scheduled community outings. To ensure the safety and efficiency of these services, the following guidelines must be followed:

DAILY TRANSPORTATION SERVICES (PICK-UP & DROP-OFF)

Clients must be ready and waiting at the scheduled pick-up time.
Drivers will wait no longer than 3 minutes at each stop before continuing the route.
If your client will be absent or not riding, please notify the office as early as possible.
Changes to regular transportation arrangements must be communicated at least 24 hours in advance.

COMMUNITY OUTINGS

Participation in outings may require additional fees (see Monthly Outing Calendar).
Outings are optional but part of our efforts to support inclusion and life skills development.
Clients must follow all safety and behavioral expectations to participate.

BEHAVIOR & SAFETY

All clients must remain seated with seat belts fastened at all times while the vehicle is in motion.
Disruptive or unsafe behavior may result in a temporary or permanent suspension from transportation services.
Repeated issues may require a review of the client’s transportation eligibility.

LATE PICK-UP

If a client is not picked up by the scheduled end time of the program and no alternate arrangements are made, a Late Pick-Up Fee may apply (see Fee Schedule).

Bridgewood Farms reserves the right to modify or discontinue transportation services if safety or scheduling issues arise.

CODE OF CONDUCT POLICY

Bridgewood Farms is committed to providing a safe, respectful, and supportive environment for all clients, staff, and visitors. To help achieve this, clients are expected to:

Treat staff, peers, and community members with kindness and respect
Follow all program rules, schedules, and instructions from staff
Use appropriate language and behavior at all times
Refrain from any form of bullying, harassment, or discrimination
Keep hands, feet, and objects to themselves
Respect program property and the property of others
Participate actively and positively in program activities and outings

Failure to follow this code may result in warnings, behavior support plans, or suspension from the program depending on the severity and frequency of incidents.

POSITIVE BEHAVIOR SUPPORT

At Bridgewood Farms, we believe in supporting clients through positive, person-centered approaches. When a client exhibits challenging behaviors that impact their participation or the safety of others, we provide additional support to help them succeed.

ONE-ON-ONE SUPPORT

Clients who require extra assistance may receive temporary one-on-one support from trained staff. This support focuses on:

Understanding the root cause of the behavior
Providing consistent guidance in the moment
Helping the client stay safe and calm

SKILL BUILDING

While receiving one-on-one support, the client will work with staff to develop:

Coping strategies tailored to their needs and triggers
Positive communication skills to express themselves appropriately
Tools for self-regulation and conflict resolution

The goal is always to help the client reacclimate to the group setting and resume full participation in the program as soon as they are ready.

Behavior plans are developed in partnership with families and updated as needed to ensure each client’s success and well-being.

BEHAVIOR TIER PLAN

Behaviors: This is a general list of common misbehaviors. Unlisted misbehaviors will be handled by the Director of Programs Operations accordingly.

Actions: To promote transparency and fairness, below is a general list of consequences that families can expect for client misbehaviors.

Tier 1 – Parent/LAR Contact Optional

Behaviors

Phone usage during class times

Disrespect towards staff/clients

Failure to follow staff directions

Unwelcome physical contact with others

Minor Self-inflicted harm

Stealing from others

Inappropriate conversation with self and others

Straying from supervision

Sharing food, drink, personal items with other clients

Actions

Staff redirection of misbehaviors

Client Conference with Admin

Short-term suspension from off-property activities

Phone/Electronics not allowed on the property

Positive Behavior Support plan

Positive reinforcement: Use of treasure box

Tier 2 – Parent/LAR Contact

Behaviors

Repeated Tier 1 misbehaviors

Excessive use of curse words

Hostile behavior towards others

Physical aggression against property

Evading staff supervision

Moderate Self-inflicted harm

Physical aggression against others

Sexual harassment/misconduct

Unsafe communications with outside sources

Weapon brought on property

Actions

Client/Parent Conference

Change attendance days

Change class schedule

Short-term suspension from Day Program

Short-term suspension from Day Program outings

Stay Away Agreement

Potential addition of Tier 1 Consequences

Tier 3 – Parent/LAR Contact

Behaviors

Severe Tier 1/2 misbehaviors that require immediate involvement

Severe self-inflicted harm

Actions

Discharge from Day Program

Long-term suspension from Day Program

Potential addition of Tier 1/2 consequences

PARENT/FAMILY COMMUNICATION

Bridgewood Farms values open and effective communication with families. Our main methods of communication include:

Email
Text messages
Client portal website (for updates and shared documents)

At this time, the program cannot accommodate routine individual updates for each client. Families can expect to receive mass updates for general announcements, closures, events, and reminders.

Direct communication will occur when:

Staff are unable to redirect specific behaviors and additional support is needed
A Behavior Support Plan is developed to help reinforce strategies consistently at home and in the program

We appreciate your partnership in helping support each client’s success both at Bridgewood Farms and at home.

CONTACT LIST

Day Program, Outings, Applications

Imani Dennis -Director of Operations

Imani@bridgewoodfarms.org

936-856-6460 ext.

Transportation

Imani Dennis -Director of Operations

Imani@bridgewoodfarms.org

936-856-6460 ext.

Billing

Pam Jones -Accounting Specialist

Pam@bridgewoodfarms.org

936-856-6460 ext.

Residential Support

Imani Dennis -Director of Operations

Imani@bridgewoodfarms.org

936-856-6460 ext.

Attendance Updates

Front Office

Programs@bridgewoodfarms.org

936-856-6460

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