Universal Metro Asian Services 2016/17 Annual Report

universal metro asian services

866-330-8627 umasinc.com

ANNUAL REPORT

2016/17

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ANNUAL REPORT 2016/17

Content 03

Our Company

04

Executive Director’s Statement

06

Board Of Directors

07

Awards

08

Our Services

10

Statistics

12

Our New Intake Process

14

New Locations

16

Locations

32

Success Stories

35

Gone But Not Forgotten

universal metro asian services

ANNUAL REPORT 2016/17

Our Company Who We Are

Our Story

Universal Metro Asian Services (UMAS) has been providing Homecare and Adult Day Care services in the Chicagoland area for over 25 years! Our aim is to serve immigrant populations of India, Pakistan, Bangladesh, the Middle East, Latin America and Europe.

For the past three decades we have been at the forefront of meeting the requirements of the South Asian immigrant community and have since evolved to serve all communities. UMAS is an equal opportunity employer.

When Mrs. Santosh Kumar migrated to America in 1985, she was amazed to see how much America had to offer. However, she was shocked to see there were elderly being neglected. Mrs. Kumar knew something had to be done about this. Immigrant families were having a tough time taking care of their elderly. They were working full-time, looking after their children, all while attempting to assimilate to the American culture. There was no outlet for these ethnic populations when it came to homecare.

The Homecare industry in Chicagoland was not understanding of the cultural aspects/needs of the immigrant populations for it to be truly effective. Mrs. Kumar knew she could not see the South Asian elderly in her community suffer the way that they were so she set out on a mission to make a difference in their lives by applying for the Homecare Program from the State of Illinois. She was contracted by the State in 1993 but didn’t stop there. She added Public Benefits, Social Services, Nutrition Programs, Educational & Health Research shortly after that. In 2006, she started Adult Day Care Services to transport seniors that were neglected when their kids went to work. Homecare grew to 12 locations and Adult Day Care is currently offered at 6 centers.

Our Mission Our mission is to provide the highest possible quality homecare and adult daycare services that are tailored individually to our client’s needs in regards to culture, language and food habits. Our aim is to ensure that every client ages gracefully with the dignity and respect they so truly deserve while maintaining their independence in their own home.

Respect

Compassion

We acknowledge and respect differences in each other, and provide a safe, supportive environment in which all individuals and staff are valued, and encouraged to engage in open two-way communication.

Having compassion gives us the ability to understand the suffering of other people and the desire to alleviate that suffering.

Dignity

Advocacy

Dignity is the way in which people are physically treated. We treat clients with respect and privacy at all times. We understand the inherent value and worth of each person and that is seen in the care that we provide.

Advocacy ensures that people have their voice heard on issues that are important to them as well as access to information and services.

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ANNUAL REPORT 2016/17

Executive Director’s Statement Here at UMAS, we provide three core services to our community; Homecare Services, Adult Day Care Services (ADS) and employment opportunities. I am happy to tell you that since we started assisting the elderly in 1993, we have grown year-over-year in the amount of service we provide.

That means we have seen growth in the number of clients as well as the hours of service, in Homecare and Adult Day Care. This also means that with this growth, our level of staff has also grown year-over-year. This is a truly amazing feat and I would like to take this opportunity to thank my entire staff because without them and their passion and buy-in to our mission, this would not be possible. Also, I want to thank everyone who has supported UMAS throughout the years.

4 Key Strategic Initiatives Marketing

IT and Automation

Changing our marking approach to be where the clients and workers are

Building up an IT department so we have the infrastructure and talent for flexibility & scalibility

Centralization of Operations

Created our corporate office where all non-site-specific activities like billing, accounting, IT, etc. are located to have better efficiencies

Diversity Expanding on the populations we serve and diversifying the services we provide to have a greater impact on our community

STRATEGIC POINTS GOING FORWARD

As UMAS grew in the amount of service we provide, our footprint also grew expanding to 12 locations.

With all these locations and all the things needed at the program level, it made sense for us to open a corporate location and centralize operations.

Our corporate location opened in early 2016 in Roselle, IL. This allowed us to move any non-branch specific operations out of our locations and into our corporate location so we could be more strategic in our approach. These operations included; billing, accounting, IT, and executive functions. Before, operation staff were pulled into divergent tasks but now can focus on their primary function. Another benefit of centralizing operations is the creation of our new client intake process which will be further detailed later in this book.

Along with the corporate office, we have focused on expanding our IT department to increase efficeincy.

In today’s world, business cannot run without IT. We realized that as an organization we had a skills gap in terms of our IT understanding and being ‘tech savvy.’

So we started by hiring more qualified IT staff and then training our entire staff on the basics as well as advanced topics that were tailored to their job functions and the needs of the industry. We invested in infrastructure with a mobile/flexible/cloud point of view. This gives our organization, especially the leadership team the ability to work from anywhere and still be able to retrieve the right information and quickly handle any issue that arises.

We pivoted our marketing approach to be closer to the populations we serve. Since many of our services are remote-based and we have transportation services that expand our reach, our office locations in the past were thought about differently. Now we are looking to have an even greater impact to our community. I am tremendously happy to announce the opening of our 2-new facilities, both at the PATEL BROTHERS Plaza’s in Schaumburg and Naperville. With these additions we hope to serve more seniors in our community and improve their quality of life. The Patel Brother’s Family

has really created something special to uplift our community in the eyes of mainstream America and we would like to thank them for all the support they give our community and to us as an organization.

Like any organization, we must think about how we can diversify the services we provide so we can make an even greater impact in the community. In late 2016, we started the Child and Adult Care Food Program (CACFP) which is a federally funded program.

This program helps defray the food costs for our ADS seniors. UMAS has also started private Adult Day Care Services for those who are not eligible under IDOA requirements and have also applied for a private Homecare Services license so we can provide that service as well for those who don’t qualify.

WELL POSITIONED

I believe UMAS will grow even more and have a greater impact on the community. We already have new leaders in place who are well trained with technical mindsets and managerial skills.

Under new leadership, UMAS is better positioned to lead and find solutions to real human problems.

In my role as founder to these new leaders, I get to review policies and the implementation of modern technologies and am impressed by the vision and talent I see. It is evident that our consistent growth in difficult times is a direct result of the new strategic initiatives we have implemented. The future is looking bright for UMAS and the elderly population we serve.

Again, I want to thank everyone who has supported us on this journey.

Executive Director

ANNUAL REPORT 2016/17

In today’s world, business cannot run without IT. We already have new leaders in place who are well trained with technical mindsets and managerial skills. Under new leadership, UMAS is better positioned to lead and find solution of real human problems.

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ANNUAL REPORT 2016/17

Board of Directors Our board routinely gives their time and money to organizations fighting to help strengthen the South Asian community here in Chicago.

Universal Metro Asian Services would be nothing if it were not for their time, talent, goodwill and support.

Prashant Kumar Secretary

Santosh Kumar Executive Director, Founder

Sagar Kumar Treasurer

Dr Firdaus Jafri, DDS President

Nikunj Baxi Board Member

Advisory Board: Rosemary Gemperle, Shashi Singh, Beth O’Grady, Marta Pereyra, Dr. Rakesh Asthana, Ms. Sumitra Patel, Mr. Harish Kolasani, Mr. James D’Mello, Dr. Sonal N Patel

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ANNUAL REPORT 2016/17

2016/17 Awards

Pillar of UMAS Award Harivadan Patel

Leadership Award Awilda Gonzalez

Honoring those who best exemplify the values of UMAS and have made significant contributions to our mission to serve humanity

Honoring those who demonstrate an extraordinary personal commitment to his/her organization and has thus enabled the group to excel in fulfilling its mission and goals.

Jahnavi Bavisi Manager of the Year

Eva Contractor ADS Staff of the Year

Zareen Ahmed Employee of the Year

Pratibha Purohit Cook of the Year

Sonal Raval Supervisor of the Year

Steven Nelson Driver of the Year

Homecare Aide of the Year Name

Nehal Thakkar

Most Improved Supervisor

Raju S. Patel Driver of the Year

Location

Abdullah, Barbara

Carol Stream

Brar, Manjit

Carol Stream

Patel, Renukaben

Carol Stream

Bokhari, Shaista

Chicago

Ferhatbegovic, Hasiba

Chicago

Hrncic, Azra

Chicago

Kaur, Mohinder

Chicago

Shah, Renuka

Chicago

Tuzlakovic, Jasmina

Chicago

Marquez, Christina

Elgin

Patel, Mukesh

Elgin

Gandhi, Chandrika

Naperville

Rangwala, Anjana

Naperville

Thakkar, Bharti J.

Naperville

Desai, Jaishree

Niles

Patel, Jyotsana A.

Niles

Patel, Kaushika H.

Niles

Cordero, Liliana

Orland Park

Kansara, Chetnaben S.

Orland Park

Bhatt, Anila

Roselle

Folvarska, Maria

Roselle

Patel, Bharti M

Roselle

Barham, Jagjit K.

Vernon Hills

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ANNUAL REPORT 2016/17

Our Services ELIGIBILTY REQUIREMENTS 60 years or older Physically challenged Illinois resident and US Citizen or Green card holder Applied for Medicaid

UMAS offers two main services to the elderly population. One is In Homecare Services (IHS) and the other is Adult Day Care Services (ADS). We have 12 office locations around Chicagoland and a 40+ fleet of vehicles that help us provide services to the elderly.

Homecare Program As you get older maintaining your independence and living in your own home can become near impossible as everyday chores become more & more difficult. Our homecare program helps you keep your independence from the privacy & comfort of your own home. We match families with caregivers that share your culture and create a care plan built around your needs. We want you to be able to live in your home comfortably, for as long as

possible, without the burdensome costs of nursing homes and assisted living facilities.

With over 2,700 highly trained staff, we can find the one that will become like family to you. Our caregivers assist with chores around the house including cooking, shopping, personal grooming, and transportation to medical appointments, when necessary.

Why Choose Us? Highly trained and professional 24 hours of pre-employment trainings are mandatory along with semiannual(2) trainings every year

We are licensed, insured and bonded

We are unique and local with 12 centers, in 291 villages, getting in touch with us has never been easier

We speak your language Hindi, Gujarati, Urdu, Telugu, Tamil, Punjabi, Nepali, Spanish and Bosnian to name a few

The Illinois Department of Aging and Public Health have certified our agency

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For more information please call 866-330-8627 or visit us on the web at umasinc.com Adult Day Care Program Getting older doesn’t mean being lonely or slowing down. Your golden years can be a great time! Our adult day care centers provide a venue for the elderly to get involved in structured and fun-filled activities. We provide breakfast, hot lunch and snacks to our participants. On-site medical monitoring is available by trained nurses. Yoga & fitness sessions, health education and seminars, recreational activities and round trip transportation services from your home to the centers by our experienced drivers are also available free of charge for those who qualify.

Come join the party at one of our 6 convenient Chicagoland locations.

Our ADS Coordinators are specially trained to take care of the elderly. We also have a nurse on staff at every location for regular checkups and in case any emergency should arise. A typical day at UMAS begins with morning prayer and exercise to refresh the body and the soul which is followed by a healthy breakfast. Seniors then read newspapers, create arts & crafts or solve puzzles based on their interest. A nutritious lunch is served every day at our kitchen which is followed by hearty discussions over any topic of interest.

Seniors can either play games or watch television based on their interest. The day ends with evening tea, snacks, and everybody parts with a promise to meet the next day. We also provide transportation free of charge as a service.

Door to Door Transportation

We provide door to door pickup pick-up and drop-off services in comfortable vans and curb to curb assistance by our drivers for our participants

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ANNUAL REPORT 2016/17

Statistics

UMAS has shown consistent growth year-over-year in the services we provide. We continually find innovative ways to grow despite a time of uncertainty. We withstood the State of Illinois 793-day-long budget crisis that affected fiscal years 2016, 2017, and part of 2018. Many state agencies had to cut services or continue borrowing to operate during these years but even during this budget impasse UMAS did not cut services, we continued to keep our commitments to our employees as well as our vendors while growing in the process.

Funding Utilization As a Provider in the Homecare Network of the Illinois Department of Aging (IDOA) we are required to meet strict fiscal guidelines.

One of the most important guidelines is to ensure that the majority of funding received is used for Direct Service cost which goes directly to our homecare aides.

1% Professional Fees

3% Supplies & Misc. Cost

HOMECARE 5 YR GROWTH

2759

2017

2670

2016

2654

2015

7% Cash Reserves

4% Occupancy Cost 8% Admin Wages & Benefits

+14.21%

2014

ADULT DAYCARE 5 YR GROWTH

2017

2013

2556 2415

379 343

2016 2015 77% HCA Wages & Benefits Administrative Costs

Direct Service Cost

+76.3%

2014 2013

276 244 215

ANNUAL REPORT 2016/17

Illinois Coverage

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12

Counties Served

291

Villages in Chicagoland

70.14% Service coverage of the population of the State of Illinois

Chicagoland Locations

1.075M+ Million miles covered by our Drivers in 2017

Employment Opportunities

Fleet Growth

One of the more overlooked services we provide is that of employment opportunities. Over the last 25 years we have trained and educated thousands of employees. For many immigrants, we have been their first experience in the U.S. job market because of cultural and language barriers. Many have used the skills learned at UMAS to propel their careers.

As our Adult Day Care Program continues to expand new vehicles to transport seniors need to be added to our fleet regularly. Last year alone, our Drivers logged over 1.075 million miles total!

EMPLOYMENT 5 YR GROWTH

2017

2391

2016

2395 2362

2015

+5.05%

2377

2014 2013

2276

2017 2016

2013

35

2014

40

2015

41

41

43

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ANNUAL REPORT 2016/17

Our New Intake Process

Metrics are key to any business and with this new process, we have the ability to track and manage growth by location in a way we have never had before.

Previously, we had a decentralized approach to the intake process in which the Community Care Unit’s (CCUs) and Managed Care Organization’s (MCOs) would communicate with the location and supervisors directly. With 12 CCUs, 9 MCOs and 11 locations, information and communication flow became sporadic.

This also caused excess email, fax, and phone traffic which led to high cycle time from referral to point of services. This meant it took longer from referral request to the time we could service our client. With the vulnerable population we serve, we want to ensure that we get the right service at the right time to our client.

We decided to centralize the intake process to help increase efficiencies so we could better serve our clients. We created the central intake position and we changed the intake process. Part of the process was to minimize excess information flow so we created one phone number, one fax line and one email address where all the CCUs and MCOs would communicate with us and send information. This way we have one point of contact vs. many and one way to send information. With this approach, we also build on our relationships with our CCUs and MCOs as we are providing the same level of service to them and they only have to deal with one point of contact and not many to move things along.

This process has also led to better compliance.

When a referral is processed, the Intake Manager

Khyati Dave

Intake Manager 847-306-7606 630-597-2582 khyatid@umasinc.com

begins creating the paperwork and starts adding the client details into our systems. Before client creation, documentation as well as client information varied in our systems due to multiple contributors. Another benefit of the efficiency gained is that the workload has become more level.

One of the main functions of the Intake Manager is to distribute the workload amongst all supervisors evenly.

Metrics are key to any business and with this new process, we have the ability to track and manage growth by location in a way we have never had before. The centralization of the intake process has been a strategic and beneficial move for UMAS, one that is needed for sustained growth and scalability in the future.

ANNUAL REPORT 2016/17

New Referral New referral is provided to the Intake Department from the Community Care Unit (CCU) or Managed Care Organization (MCO) via fax or email instead of directly to the branch location.

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Start of Service & Continuity of Care Homecare Aides (HCA) start providing services to the participant.

Continunity of care is carefully monitored with EVV and periodic inhome visits by Supervisors. HCAs are semi-annualy trained every year.

Worker Assignment

Transferred to Location 6

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Based on the requirements, the Supervisor gets in contact with the appropriate Homecare Aide (HCA) who would be best able to meet the unique requirements of the client.

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Our Process

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Plan of Care CCP Supervisor/Adult Day Service (ADS) Coordinator contacts the participant for Homecare/ADS services to understand the needs and requirements of the participant. For Homecare, this is when our Branch Manager and Supervisor conduct the initial in-home face-to-face visit.

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Intake Department passes along the referral to the relevant location while keeping track of cases and hours gained and lost. This data helps us measure branch health and allows us to evenly distribute workload amongst CCP Supervisors.

Addition to EVV Intake Department adds Participant to our Electronic Visit Verification (EVV) System instead of individual CCP Supervisors. Single point data creation insures that proper data is in the proper fields.

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ANNUAL REPORT 2016/17

Our New Locations 827 W HIGGINS RD SCHAUMBURG IL. 60195

This office is open Monday to Sunday, 7 Days a week and Hot Lunch is available Wednesday to Sunday from 12-2pm. You can call for registration at 847-306-7606 or toll free 866-330-8627 (UMAS)

The Grand opening of our Patel Brother’s Plaza location at 827 W. Higgins Road, Schaumburg, IL 60195 was held on Friday June 1st, 2018. It was undoubtedly a celebration of collaborative efforts of UMAS/MAFS/MHHC in serving the community for the last 26 years. This location will concentrate mainly on serving seniors with Congregate Meals, Homecare and Adult Day Care under Universal Metro Asian Services (UMAS). MAFS will also provide help with Public Benefits, Immigration and Citizenship Services, ESL classes, and Health Promotion to low-income seniors.

The opening ceremony commenced as our key office staff assembled in a professional and well decorated office with beautiful art work done by our very own ADS staff, Eva Contractor.

Mrs Santosh Kumar, Executive Director along with our Board President, Dr. Firdaus Jafri, Mrs. Sumitra Patel, Dr. Rakesh Asthana, Sagar Kumar, Treasurer, and Prashant Kumar, Director, welcomed our chief guests as they arrived. Ms. Michelle Mussman & Aide Mike Normoyle, State of Illinois House Representative of 56th District, Schaumburg Township Trustee Mr. Nimish Jani and Ms. Paula Bartolozzi, from AgeOptions, Area Agency on Aging, and our own, “King of Devon” Mr. Mafat Bhai Patel. Our chief guests did the ribbon cutting ceremony.

Mr. Nimish Jani, chanted the ancient mantra of Vedas before Ribbon Cutting ceremony. All the managers, Key staff personnel, including Mr. Prem Jalota, senior manager, Jahnavi Bavisi, Neelam Desai, Bhavna Patel, Shrenik Dalal, Meenu Jethi, Jasbir Mann, Avantika Singh, and several seniors arrived with utmost passion to witness the opening ceremony with prayers and joy. They were seated in an orderly manner to enjoy a series of our famed Hindi songs sung by Nithin and Mrs. Uma Nath. Songs were followed by dance by our staff, chief guests and board of directors. There was an abundant spread of scrumptious and healthy lunch, prepared in our own kitchen under the supervision of Dahyabhai from our Niles location. We also had a stall for

face-painting. The seniors enjoyed a sit-down lunch along with the chief guests, and the board of directors. This was followed by Mrs. Kumar, Ms. Paula Bartolozzi’s, Mr. Mike Normoyle, Mr. Nimish Jani and Mr. Mafat Bhai Patel’s speech.

They addressed the gathering and explained the importance of our company’s program in helping the low-income seniors to lead a better life, consequently, contributing to the betterment of the community. In her speech, Ms Bartolozzi emphasized her long relationship with MAFS and praised UMAS/MAFS for our work ethics and contribution to our community. She made it clear that the community needs more organizations like MAFS to positively help our community seniors lead an independent life. Ms. Michelle’s office staff, Mr. Mike Normoyle, explained, how their office can assist resident of 56th district in various matters. He was amazed with the work of UMAS/MAFS. Mr. Mafat Bhai Patel of Patel Plaza, congratulated Mrs. Kumar for opening this location for community services and praised for her dedicated work for so many years, “we are proud of her” Mr. Patel said. Ms. Michelle Mussman congratulated Mrs. Santosh Kumar for her continued achievement in serving the community. She commanded her leadership for advocating on behalf of the immigrant population in the US. It is strategic and beneficial move for UMAS, one that is needed for sustained growth and scalability in the future.

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Coming Soon!

UMAS is proud to announce that we will be opening another location in Patel Brothers Plaza in Naperville. This location is currently under construction and is scheduled to open September 1st, 2018!

1568 Ogden Ave. Suite # 144 Naperville, IL 60540Â

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ANNUAL REPORT 2016/17

CHICAGO 7541 N WESTERN AVE CHICAGO, IL 60645 TEL: 773.465.3105 FAX: 773.465.0158

Staff

MANAGER Shrenik Dalal Promila Mehta Joy Engineer - Receptionist CCP SUPERVISORS Amela Bicic Arijana Metic Elnas Topic Smitesh Shah

Boone

Mchenry

Lake

Cook

Sweta Amtya KITCHEN Dahyabhai Patel- Manager Sumitraben Patel Vijaya Bhandari

Kane

DuPage

Nayanaben Patel

ADULT DAY CARE Pankaj Patel - Coordinator Tazneem Shaista - Asst. Coordinator

Kendall

DRIVERS/ADS AIDES Kiran Patel Counties Served

Will

Ashwin Soni Nisharahmed Ghogha Rajender Singh HOUSEKEEPING Elizabeth Flores

Shrenik Dalal Branch Manager Shrenik Dalal is the manager of our Chicago location since 2017. Shrenik was born and raised in Gujarat, India. He migrated to the US in 1980. He has a bachelor’s degree in Commerce and Business from India. He joined Wyeth Pharmaceuticals in 1981 and worked there for 22 years. He also worked in the real estate industry for 12 years.

His experience, ethics and organizational skills are an asset to our company. He is involved in managing various MAFS and UMAS programs in Chicago along with implementing all office procedures to ensure smooth operation in our busy work environment. His hands-on experience and vision help him to be the successful person he is today. His goal is to bring joy and happiness in every senior participant at the Universal Metro. He is happy and proud of his father who has been a content participant of UMAS!

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Chicago · Skokie · Niles · Morton Grove · Mount Prospect · Arlington Heights · Evanston · Lincolnwood Des Plaines · Wilmette · Cary · Brookfield · South Chicago · Harwood Heights · Wheeling

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ANNUAL REPORT 2016/17

NILES 9015 N MILWAUKEE AVE

Staff

TEL: 847.824.9414 FAX: 847.824.9415

Suhani Khan- Receptionist

NILES, IL 60714

MANAGER Jahnavi Bavisi CCP SUPERVISORS Pinesh Sheth Annie Gandhi Aarti Vyas ADULT DAY CARE Chandrakant Soni- Coordinator

Boone

Mchenry

Lake

Sweety Engineer - Asst. Coordinator Elizabeth Mathew- LPN

Cook

KITCHEN Tayyaba Bokhari- Chef Bharti Gandhi - Sous Chef

Kane

DuPage

Jaya Bhavsar Maya Patel DRIVERS/ADS AIDES Ramesh Surati

Kendall

Ilyas Patel Mohammad Khan

Counties Served

Will

Lagdhirsinh Chudasama CUSTODIAL DEPARTMENT Jose Martinis

Jahnavi Bavisi Branch Manager Jahnavi Bavisi is a Manager at Universal Metro Asian Services and has been working with UMAS since 2004. Prior to working with UMAS she worked at College of DuPage as a Staff Service Supervisor. She started with UMAS as a computer teacher and prior to becoming a Manager she worked as a CCP Supervisor for several years. She is responsible for all office procedures, and uses her organizational skills to ensure smooth operations in a busy work environment. Her consistent and committed work ethic have contributed to her success at UMAS for the past 14 years. Jahnavi has created the best team under her exceptional training and supervision. Jahnavi was born and educated in Mumbai, India. She did her graduation in commerce from the Kandivali Education Society in 2001. Ms. Bavisi has a vision inspiring other to support her synchronizing with the uppermost management goals. She sees her parents image in every senior and it gives her joy to serve them.

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Niles · Des Plaines · Arlington Heights · Skokie · Morton Grove · Glenview · Mount Prospect · Wheeling · Schiller Park · Park Ridge · Evanston · Palatine · North Brook · Oak Park · Lincolnwood

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ANNUAL REPORT 2016/17

NAPERVILLE 1032 E OGDEN AVE. NAPERVILLE, IL 60563 TEL: 630.705.1208 FAX: 630.470.6038

Staff

MANAGER Neelam Desai CCP SUPERVISORS Shilpa Doshi Nazima Ansari Dineshkumar Patel ADULT DAY CARE Heena Mehta - Coordinator Evangeline Contractor Activity Coordinator

Boone

Mchenry

Lake

Parul Shah - Asst. Coordinator Mukeshkumar Panchal - LPN

Cook

KITCHEN Pratibha Purohit - Chef Ramila Gandhi - Sous Chef

Kane

DuPage

Balvinder Kaur Jayshree Thakkar Sharmistha Patel RECEPTIONIST Neema Patel

Kendall

Will Counties Served

HOUSEKEEPING Carmela Velazquez

Neelam Desai Branch Manager Neelam started at our Lombard location in 2010 as a CCP Supervisor and has risen to this position because of her strong potential. She is supported by her staff of CCP Supervisors, Adult Daycare Coordinators, Nurse, Kitchen staff and Drivers. She is responsible for the daily activities of each department and ensure that all of them work to the best of their abilities.

Neelam was born and educated in Mumbai, India. She graduated as an Interior Designer from SNDT University in 1987. Providing services to the senior citizens through her job at UMAS and receiving their thanks gives her peace and joy and she comes to work every morning with a smile on her face.

DRIVERS/ADS AIDES Aijaz Rajper Bharat Patel Sanjay Patel Waseem Iqbal Rafiq Shaikh Kuldeep Balaney Kamlesh Amin Abdul Masra Muhammad Shahzad Bakul Patel Anilkumar Patel

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Naperville · Oswego · Lisle · Wheaton · Bolingbrook · Juliet · Romeoville · Downers Grove · Oakbrook · Burr Ridge · Willowbrook · Clearendle Hills · Westmont · Darian · Oakbrook Terrace · Villa Park · Lombard · Woodridge · Lemont · Plainfield · Aurora · Warrenville · Winfield · Glen Ellen · West Chicago · North Aurora

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ANNUAL REPORT 2016/17

ROSELLE 127 E MAIN STREET ROSELLE, IL 60172 TEL: 630.307.6277 FAX: 630.307.6477

Staff

MANAGER Prem Jalota Vitthal Thakkar - Receptionist CCP SUPERVISORS Sonal Raval - Lead Bhavi Parekh Bhumi Patel

Boone

Mchenry

Lake

Cook

Bhavi Kothari OUTREACH COORDINATOR Meenu Jethi

Kane

DuPage

Jasbir Mann

DRIVERS Kendall

Rangani Pratap Nizami Qamar

Counties Served

Will

Bobat Asifiqbal Jaweed Akbar

Prem Jalota Branch Manager During his sixteen-year career at UMAS he has managed several locations, including Roselle, Schaumburg, Elgin and Carol Stream. He has helped countless individuals and has received immense, immeasurable appreciation. He has truly lived up to the UMAS mission to “educate, counsel, assist and empower individuals and families”.

Mr. Jalota has led his life by example and has proven that regardless of age and background, as long as one works hard, is versatile, and willing to learn and help others, the sky is the limit. Mrs. and Mr. Kumar and MAFS have graciously given Mr. Jalota the platform and resources to succeed. However, it is his inherent diligence, perseverance, and compassion for which he is well recognized among his peers and the Indian community in Chicago. These qualities have led to his notable contributions toward the success of UMAS. His family in Chicago and in India is proud of his achievements and he serves as a role model for current and future generations. We wish Mr. Jalota a healthy and happy life!

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Roselle · Schaumburg · Hoffman Estates · Itasca · Bensenville · South Barrington · Inverness · Wood Dale · Rolling Meadows · Streamwood · Elk Grove Village · Elgin · Bloomingdale · Bartlett · Palatine

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ANNUAL REPORT 2016/17

VERNON HILLS 266 HAWTHORN VILLAGE CMNS

VERNON HILLS, IL 60061 TEL: 224.207.5075 FAX: 224.207.5076

Staff

MANAGER Boone

Mchenry

Lake

Cook

Bhavana Patel CCP SUPERVISORS Harminder Grewal ADULT DAY CARE Bharatkumar Soni

Kane

DuPage

DRIVERS/ADS AIDES Hitendra Luhar Parvinder Singh Dushyant Desai

Kendall

Will Counties Served

Bhavana Patel Branch Manager Bhavana is currently managing our Vernon Hills Branch and has been with the company for 6 years. Her duties include liaison with Case Managers who refer clients for in-home as well as Adult Day Care Services (ADS), (from Catholic Charities and various MCOs).

She makes sure the clients are well cared for by the Home Care Aides (HCAs) and that the care plans are followed by both, the HCAs and the clients. Her daily work includes, allocating HCA rides and ADS pick up and drop off; answering telephones; maintaining EVV schedules (clients and HCAs) for in-home services; doing outreach to promote company growth; inviting volunteers to present various programs to our ADS clients; making sure both the ADS and In-home Services are operating smoothly (including clients and HCAs files and maintaining adequate supplies for the both offices); reporting any office building maintenance on timely basis; resolve any issues between clients and HCA; making sure the office staff and drivers are following our company rules and regulations; giving EVV reports, expenditure reports/receipts, and invoices on timely basis; attending company meeting and any outreach functions in a professional manner.

ANNUAL REPORT 2016/17

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Vernon Hills, Libertyville, Mundelein, Lincolnshire, Deerfield, Highland Park, Lake Forest, Waukegan, Lake Bluff, Gurnee, Grayslake, Lake Villa, Antioch, Zion, Winthrop Harbor, Round Lake, Round Lake Heights, Lake Moor, Wauconda, Volo, Ingleside, Lake Zurich, North Barrington, Buffalo Grove, Long Grove, Palatine, Arlington Heights, Wheeling

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Schaumburg · Roselle · Bloomingdale · Glendale Hts. · Glen Ellyn · Wheaton · Carol Stream · Bartlett · Streamwood · Hanover Park · Hoffman Estates · Palatine · Elk Grove Village · South Barrington · Addison · Rowling Meadows · Inverness · Arlington Hts.· Lake in the Hills · Elgin · West Chicago

ANNUAL REPORT 2016/17

SCHAUMBURG 1421 S ROSELLE RD SCHUMBURG, IL 60467

TEL: 847.306.7423 FAX: 847.895.8069 Staff

ADULT DAY CARE Boone Mchenry

Lake Cook

Dipti Shah Mital Patel DRIVERS/ADS AIDES Nitin Desai

Kane

DuPage

Steave Nelson Ramanbhai Patel

Kendall

Will

Counties Served

Manisha Patel

Carol Stream · Hanover Park · Bloomingdale · St. Charles · Geneva · West Chicago · Bartlett · Streamwood · Glendale Heights · Glen Ellyn · Addison

ANNUAL REPORT 2016/17

CAROL STREAM 954 W ARMY TRAIL RD CAROL STREAM, IL 60172 TEL: 331.200.6052 FAX: 331.200.6053 Staff

Falak Naqvi - Receptionist CCP SUPERVISORS

Ami Patel - Lead

Boone Mchenry

Lake Cook

Kinnari Desai Prakruti Patel DRIVERS Jagdish Patel

Kane

DuPage

Jagdish Z Patel Muhmmed Sudhir

Kendall

Alpesh Patel Will

Cassim Akhoon Counties Served

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Orland Park · Tinley Park · Orland Hills · Oak Forest · Crestwood · Alsip · Midlothian · Harvey · Matteson · Park Forest · Richton Park · Crete · Homewood · Flossmoor · Frankfort · Mokena · Palos Park · Palos Heights · Palos Hills · Worth · Oak Lawn · Bridgeview · Hickory Hills · Willowsprings Lockport · Lemont

ANNUAL REPORT 2016/17

ORLAND PARK 11225 W 159TH STREET ORLAND PARK, IL. 60188 TEL: 708.675.1980 FAX: 708.675.1988

Staff

CCP SUPERVISORS Boone Mchenry

Lake Cook

Jigna Shah - Lead Tanya Wallace ADULT DAY CARE Grishma Shah- ADS Coordinator

Kane

DuPage

DRIVERS/ADS AIDES Bhavana Master Ashokkumar Patel

Kendall

Will

Counties Served

Elgin · Algonquin · Carpentersville · Lake in the Hills · Crystal Lake · Woodstock Huntley · South Barrington · Dundee · Barrington Hills

ANNUAL REPORT 2016/17

ELGIN 2375 BOWES RD. SUITE 700-800 ELGIN, IL 60123 TEL: FAX:

224.242.7002 224.242.7008

Staff

CCP SUPERVISORS

Nehal Thakkar - Lead

Boone Mchenry

Jasmine Albert

Lake Cook

DRIVERS Muhammad Malkani Kane

DuPage

Kendall

Will

Counties Served

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ANNUAL REPORT 2016/17

CORPORATE

Staff

EXECUTIVE Mrs. Santosh Kumar - Executive Director

505 N ROSELLE ROAD ROSELLE, IL 60172 TEL: 847.306.7606 FAX: 630.529.2018

Prashant Kumar - IT Director Sagar Kumar - Operation Director PROGRAM Awilda Gonzalez Program Director Awilda Gonzalez attended Roosevelt University in Chicago, IL. Her studies led to special emphasis in not-for-profit management. She has worked in the Not-For-Profit field for In-Homecare Services for over 43 years. She held the position of Director of Programs for Asi, Inc. for the last 38 years before joining Universal Industries/Universal Metro Asian Services (UI/UMAS) in August 2013. During her employment she was instrumental in developing in-house policies for government and private funded in-homecare programs. During those years she also assisted new ethnic agencies, including UMAS, in establishing their homecare programs, aided in training the staff, and provided technical assistance.

During the last four years she has also been engaged in working in the Adult Day Care programs structure and policies at UMAS. She served as a committee member of the task force formulated by the Chicago Department on Aging which conducted an ethnic elderly needs assessment in 1992. Awilda has been an active board member of the Coalition of Limited English Speaking Elderly (CLESE) since its inception 29 years ago. She has been a two-time recipient of “The Pillar of Service Award” presented by CLESE. She was also honored with the “Hispanic Leadership Award” presented by the Archdiocese of Chicago. Awilda headed the committee of Our Lady of Mercy Domestic Violence Ministry and acted as a facilitator for the support group. She also facilitates and trains persons who work or volunteer with children through the school system and or religious education program called “Protecting God’s Children”, a program directed by the Archdiocese of Chicago.

She is very passionate towards her work and to the UMAS organization.

Awilda Gonzalez - Program Director Khyati Dave - Intake Manager BILLING Harivadan Patel - Billing Manager Balkrishana Dholakia - Senior Biller Ashok Mithapara - Biller ACCOUNTING Mark McKinney, CPA - Controller Zareen Ahmed - Accounts Supervisor Ravinder Saini - Accounting Assistant Rida Tabani - Accounting Assistant ADMIN Shilpa Patel - Receptionist Sucharitha Sunder - Administrative Assistant

ANNUAL REPORT 2016/17

IT Jigar Patel - Lead Technician Aakash Shah- Technician Dhruvesh Patel - Technician Sufyan Akhoon - Technician Nidhi Soni - Graphic Designer DRIVER Narendra Solanki

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ANNUAL REPORT 2016/17

Learning Has No Age Bar ORLAND PARK

Najib Abou Ghannam is an 80-year-old widower who lost his loving wife of 50 years to cancer in January 2017. He fell into a deep depression when his wife was first diagnosed with cancer. He stood by her side and cared for her but as each day passed, his emotions declined as his wife’s health deteriorated. After her passing, Najib isolated himself and became very quiet. He wouldn’t get off the couch nor leave his home. He couldn’t cook or care for himself.

Our Homecare Aide, Maysoun Ghannam, took care of him and tried to help heal his wounds during this challenging time. Each day they tried to do something different but he struggled.

He would often cry and get and have difficulty with everyday tasks. Maysoun (HCA) decided it was time for Najib’s dream to come true.

His dream was to be able to drive but Najib’s primary language is not English and that was one obstacle. The other, much larger obstacle was he was hard of hearing. After weeks of studying and learning English words and meanings he started to catch on. Maysoun (HCA) then introduced the rules of the road book and he was baffled. He said there was no way he could pass the test let alone get his driver’s permit.

Maysoun (HCA) set out to help make his dream come true so each day they spent one hour studying the rules of the road book. Maysoun (HCA) would read to him and quiz him on each chapter. Finally, Maysoun (HCA) took him to the DMV (driving facility) to take a written test.

He passed! Najib and Maysoun (HCA) practiced driving in a church parking lot and now he has the ability to park the car, drive to local supermarkets, pick up his medication and run simple errands. He was ecstatic and has a new reason to live and smile again. He looks forward each of his driving lessons and to discovering the world on his terms.

Najib Abou Ghannam is a kind hearted gentle soul. He is very deserving of the best and is always so appreciative. It an honor for Maysoun (HCA) and Universal Metro Asian Services to help him earn the freedom he dreamed of since he was 20 years old.

ANNUAL REPORT 2016/17

Opening a Multi-Language Library NAPERVILLE

Meet Mr. Harith Vibhakar, one of our Adult Day Care Participants, who had an idea to start a library at our Naperville location. When he was 23 years old he was studying in Chopra Secondary School in Mwanza, Tanzania in Africa his school principal asked him if he could run the school library and he accepted the offer. After he finished schooling, Mwanza’s Public Library Committee offered him a job to run their Public Library. He ran that library for many years and provided many Gujarati books to the Moshi Government Library.

After migrating to the US, he applied for our ADS services and started coming to our Naperville location. He began thinking that if we start a library here the seniors can take the benefit of his experience running a library all those years.

They collected some donations and started the library 7 years ago. The library has Gujarati, Hindi, and English books, as well as magazines, movies, CDs, and DVDs. Mr. Vibhakar made a numbered catalogue of all the books and organized them in 2 cabinets. This list is provided to all our other ADS

centers so that all seniors can borrow these books and take benefit from this library. When someone borrows a book or magazine, he enters his/her name in the ledger along with all the details and just like a regular library they can keep the book for 15 days with the option to renew if the said book is not on hold for someone else.

We wish more and more people would learn about our library and come forward to donate books in different Indian languages so that our seniors can enjoy reading in their own language.

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ANNUAL REPORT 2016/17

Once a Homecare Aid, Now a Client NILES

Mrs. Pushpa N. Tailor, started off as a homecare aide, served several clients from March 2006 to January 2014. She was extremely caring and hardworking homecare aide and all her clients were always happy with the service she provided.

While she was working as a home care aide, she once went to see her doctor for an annual general checkup, and found out that she was suffering from cancer. After the shocking news, she stopped working to undergo treatment. With her health issues, she went into depression and for many months she did not speak to anyone and stayed by herself in her room with tears in her eyes. In June 2014, her husband, Mr. Nagin Tailor, came to our office to apply for Public Benefits and he shared Mrs. Tailor’s situation with us. We advised him to get CCP Services for her and she was soon approved for Homecare

She came out of her depression and she is one of the happiest clients who loves to dress up every Friday and come to our Niles ADS Center.

Services. A few months went by and she began feeling better while gaining her confidence again.

We once went to her home for a home visit and advised her to participate in our Adult Day Care Service. Today, she is one of our Day Care and Homecare client’s. After she stared ADS services, she came out of her depression and she is now one of our happiest clients. She loves to dress up every Friday to come to our Niles ADS Center, she wishes every day was Friday as she only comes to ADS on Fridays. We enjoyed her work as a Homecare Aide and her company as an ADS Participant and wish her any more happy years.

ANNUAL REPORT 2016/17

Gone But Not Forgotten CAROL STREAM Begum, Kareemunnisa Bhatt, Jagdishbhai Patel, Anandiben Patel, Kalidas Patel, Manjula Patel, Vinodchandra Patel,Chanchalben Shaikh, Inayatullah Siddiqui, Saeeda Teresa Ancona Thakkar, Harshadbhai Thakkar, Madhu

CHICAGO Barot, Urmila Bhatt, Urmila Borachi, Sultanali Denic, Edhem Golub, Milidrag Ibrahimovic, Sefika Khanum, Sayeeda Khatoon, Nargis Mahajan, Raj Merchant, Shahjhan

Those we love don’t go away, they walk beside us everyday... unseen, unheard, but always near, still loved, still missed and very dear.

Mohammed, Ahmed Muharem, Jakupovic Patel, Dahiben Perocevic, Hajrija Popovic, Ljubica Zaveri, Abdul

ELGIN Bhatt, Jagdishbhai Dizadji, Badrieh Ioan Serban Kaur, Gurmej Patel Chandrakant Patel, Taramati Thakkar, Harshadbhai

NAPERVILLE Asher, Veena Begum, Hazera Begum,Wajid Cheppudira, papa Domingo, Aida Kaur, Gurcharan Kaur, Mohinder Parmar, Suresh Patel, Kamalaxmi

Patel, Kusum Patel, Navin Rana, Monu Saieeuddin, Mohammed

NILES Abraham, Kondoor Chacko, Achettu Mashruwala, Ramesh Motiwala, Abdul Patel, Ayesha Patel,Manu Ramnathan, Paramshivam Shah, Kaniyalal Shah, Navnitlal Shah, Sultan Jaffer Vora, Kusum

ORLAND PARK Desai, Kokila Ethel, Winfry Patel, Chimanlal

ROSELLE Ahuja, Chetandas Ardaashael, Yousif Brahmbhatt, Pravina

Chandiprasad, Shastri Dave, Ramaben Jahan, Ahsan Jean, Manak Joshi, Sudhir Modi, Babubhai Mohammed, Ziauddin Patel, Babuben Patel, Manubhai Patel, Shardaben Shah, Chandrika Shah, Maneklal Shah, Ramila Shah, Shardaben Singh, Teja Soni, Narayanbhai Thakkar, Ranchhadmill Thakkar, Ranchhadmill Thakkar, Vidhyaben

VERNON HILLS Desai, Ragubhai Joseph, Lena Kaur, Parkash Stanic, Slavojka

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universal metro asian services

505 N Roselle Road Roselle, IL 60172 Tel. 847 306 7606 Tel. 866 330 8627 (UMAS) Toll Free Fax. 630 529 2078 email: support@umasinc.com umasinc.com

We are Hiring!

It takes a special person to be a great Caregiver (Homecare Aides). Care, compassion, excellent workmanship qualities and the ability to treat seniors with dignity and respect are the primary attributes of our Caregivers. Our caregivers need to be empathetic and understand the situation of the senior as their own loved one.

APPLY ONLINE! UMAS does not discriminate in admission to programs or activities or treatment of employment in programs or activities in compliance with the Illinois Human Rights Act; the U.S. Civil Rights; Section 504 of the Rehabilitation Act; the Age Discrimination Act; the Age Discrimination in Employment Act; and the U.S. and Illinois Constitutions.

http://umasinc.com/Caregiver http://umasinc.com/Careers