Case Study

Context: The Maine Office of Aging and Disability Services (OADS) required a comprehensive training program to support the implementation of new Federal Home and Community-Based Services (HCBS) rules. These rules were adopted to ensure that individuals receiving services have full access to the benefits of community living and are able to receive services in the most integrated settings possible. Direct Support Professionals (DSPs) needed to be quickly and effectively trained on the updated policies and procedures. 

Challenges: The HCBS rules represented a significant shift in practice for many DSPs, requiring not only a deep understanding of the new standards but also a change in mindset toward person-centered service delivery. Additionally, many DSPs in Maine are French-speaking immigrants, which posed a language accessibility challenge. The training team recognized the importance of linguistic inclusivity to ensure comprehension and equitable training outcomes. Reaching a geographically dispersed workforce with varying levels of digital literacy further increased the complexity of delivering effective, consistent training at scale. 

Solutions: I developed a multi-module eLearning course that broke down the HCBS rules into role-relevant content. The course incorporated interactive elements, real-world scenarios, and knowledge checks to support engagement and retention. It was designed according to adult learning principles and built with accessibility in mind. To ensure full inclusivity, we also developed a French version of the course. I translated and adapted this version to reflect both language and cultural context, ensuring it was just as effective and accessible as the original English version. 

Results: The training successfully equipped hundreds of DSPs across the state with the knowledge and confidence to implement the new HCBS standards. The dual-language offering significantly improved access and engagement, especially among French-speaking DSPs. Participant feedback emphasized the clarity, relevance, and flexibility of the course. OADS now benefits from a sustainable, adaptable training model that can evolve alongside policy updates.  

Note: While a French audio option was initially considered, it was ultimately not implemented due to a shift in project scope late in the development process. At the client’s request, priority was given to integrating American Sign Language (ASL) videos to enhance accessibility for Deaf and hard-of-hearing users. Given the timeline and resource constraints, this decision allowed the team to focus on delivering the highest-impact features within project deadlines.