Learn more about LIFEPlan and CCANY Award Winners
Office Management
Jonathan Jenkins, North Country Office Manager
Jonathan Jenkins is an Office Manager in the North Country region and has been with LIFEPlan for three years. Jonathan displays professionalism, attention to detail and is very organized. He has excellent communication skills and is personable and compassionate. Jonathan manages his time efficiently and is very attentive to staff needs, as well as members who are present on site. Jonathan is eager to assist others on his team and goes above and beyond when doing so. He has displayed good decision-making ability when necessary and communicates effectively with his supervisor. Jonathan provides exemplary support to Care Managers providing services to LIFEPlan’s members in the North Country. He is attentive and compassionate to those members visiting the hub for meetings with their Care Manager. Jonathan displays an understanding of LIFEPlan’s Mission and Vision by his everyday actions and support he provides to staff and members.
Care Connection
Barbara (Barb) Trombley, Care Connection Specialist
Barb Trombley has been with LIFEPlan since 2019 starting in Care Management and moved on to Care Connection. Barb is efficient and organized and it allows her to support families with fast enrollments. Barb is an excellent advocate and takes the initiative to support families in need. She has received positive feedback from both families and providers which always references how much she cares, her work ethic, and her willingness to go above and beyond.
Kailee Coffin, Care Connection Specialist
Kailee Coffin is a Care Connection Specialist and has been with LIFEPlan since July 2018. Kailee began as a Care Manager and then went on to join the Care Connection team. Kailee is a strong advocate for the families she supports. She is a team player and always willing to support the Care Connection team by volunteering to help with coverage. Kailee has attended multiple fair hearings for eligibility for families as a support and advocate. Some of these families have even been approved for eligibility and enrolled with LIFEPlan.
Care Management
Capital
Rachel Caracciolo, Care Manager
Rachel Caracciolo has been LIFEPlan for one year as a Care Manager. She has been nominated by three Capital region staff members for her positive attitude, willingness to help others, and resourcefulness in meeting the needs of the people she serves. Rachel was instrumental in the success of the Capital Region’s Social Care Network pilot program which was rolled out in January of 2024. Rachel made the very first referral from LIFEPlan, resulting in the successful connection between a member and a much-needed dental provider. Since the rollout, Rachel has sent in 42 referrals, assisting people to access specialty care, legal services, counseling, furniture and home goods, personal hygiene products, and benefits management assistance. Rachel has also been a great cheerleader for the project, sharing her experience and successes with the platform and eagerly assisting other Care Managers with making their first referrals.
Makenna Dubay, Care Manager Supervisor
Makenna Dubay has been with LIFEPlan for five years and is a Care Manager Supervisor. This year, Makenna has been piloting a Training Supervisor program in the Capital Region, working with new Care Managers for the first three months of their employment. Makenna provides post-orientation training through group training exercises, individual weekly supervision meetings and shadowing of Care Managers for first meetings with people and families, PATHS assessments and Life Plan meetings. Makenna provides new Care Managers with an extensive overview of Care Management activities, Cx360 record reviews and functionality as well as OPWDD services and processes. Makenna has also opened up some of her training sessions to other Care Managers in the Capital region who would like a refresher on certain aspects of Care Management which is a tremendous support to the entire team.
Hudson Valley
Lisbeth Feliciano, Care Manager
Lisbeth Feliciano has been with LIFEPlan for four years as a Care Manager. She is a constant professional, a strong advocate, extremely responsive, and able to navigate complex situations with grace and understanding. She fosters positive relationships with the individuals she supports. Lisbeth is the constant professional who is able to work through the most difficult of situations by using her vast knowledge, determination and heart. Lisbeth not only has the best interest of her members, but always takes into account the providers and loved ones involved. One example is the work Lisbeth has done with a young woman in her early 30’s who was inpatient at a local hospital dealing with a few severe medical ailments, and for a brief period of time there was concern that her recovery would not be successful. Lisbeth jumped right in and began to work through the details, bringing the team together and working to not only create a plan to support the member through this difficult period, but also mend strained relationships between family members and providers. Lisbeth remained patient, diligent, and a strong advocate for all those involved, but always put the member first. As a result, we are happy to say that the member has made a full recovery, returned to her home, and now all aspects of the coordination and care around this member have improved tremendously. This is just one example of how Lisbeth takes into account not only her members, but all who care and support them, regardless of their role. We have received positive feedback from individuals and their families about Lisbeth and the support she provides them, which clearly shows she is a calming force and a strong advocate who strives to provide person-centered services to all the individuals she supports.
Susanne Schmidt, Care Manager Supervisor
Susanne Schmidt has been with LIFEPlan for five years and eight months. Susanne provides consistent guidance to her team, she strives for continued person-centered engagement, and is thorough, taking her time to listen to the individuals and their families to be precise on what work has to be done to support the individuals wants and needs. Susanne has made an impact on the members being served by her team, by providing direct support in crisis situations and in troubleshooting difficult situations with the Care Managers on her team. Susanne ensures that her team is asking the right questions, getting to know their members well, and producing quality Life Plans that portray each member for who they really are. One example of Susanne’s skill was when Susanne took on the role of a Care Manager for a member who was historically in crisis due to his own challenges in being able to cope with his circumstances. Susanne got to know this member and took all his calls, went to see him even more often than was required, and took the time to build rapport with him. He quickly began to trust her, something that was not evidenced in previous relationships. Susanne exhibited patience and compassion where most of the person’s paid supports were frustrated. Susanne provided validation, respect and a sense of security for this individual, which allowed him to trust her and allowed her to provide much needed support in expressing his needs and in considering service options being presented. Susanne also provides direct support to her team whenever extra support is needed. Whether it is through phone calls with frustrated parents or attending Life Plan meetings to provide support and clarity through person-centered planning, Susanne has made positive impacts on the members that are served on her team and in turn made a positive impact on her Care Managers as they look to balance all the tasks related to quality care management.
Southern Tier
Marisa Ward, Care Manager
Marisa Ward has been with LIFEPlan for three years as a Care Manager. Marisa is a great listener and strives to embody the LIFEPlan Mission and Values in her work every day. She continues to seek creative solutions to help members achieve their goals. Marisa has had and continues to have, a huge and profound impact on one particular young individual she supports. The young individual, with extensive emotional challenges and significant struggles to find and maintain housing, has established a trusting bond and a great working relationship with Marisa. Marisa has been able to bring together large teams of providers, to create a network of supports and tools for this individual. Through this networking, providers are even creating more program availability to children as they learn of the needs by Marisa’s persistent and kind advocacy! Her holistic support has remained steadfast and constant throughout what has been a very challenging transition into adulthood for this person. Marisa is now working to find a residential program that will meet not only this person’s needs for a place to live, but to also help to support their dreams of becoming more independent.
Andrea Spencer, Care Manager Supervisor
Andrea Spencer has been with LIFEPlan for five years. As a Care Manager Supervisor, Andrea doesn’t hesitate to reach out directly to people being supported at LIFEPlan as well as the staff on her team, to offer support and assistance and just to make sure they know she is there to help. She is always professional, respectful, compassionate, understanding, and takes the time to make sure that whomever she is interacting with, fully understands what she is saying or doing and truly has an opportunity to have their voice heard. She leads and teaches by example, every time. Andrea supported a woman whose brother was encouraging her to move in with him and because this was such a change, much time was spent to make sure that it was the right thing for this woman to even consider. Andrea supported the team to ensure that all were making sure this woman’s voice was heard. This included advocating to involve sign language interpreters, and other significant people in her life to be sure that, given her challenges with communication, this member was fully informed on what a move would mean for her.
Central New York
Mark Berretta, Care Manager
Mark Berretta has been with LIFEPlan for five years and has dedicated 32 years to working with individuals with disabilities, beginning his journey in 1992 at Oswego Industries in Fulton, NY. His approach has always been rooted in kindness, respect, and a deep commitment to person-centered care. He doesn’t just provide support; He builds lasting relationships, not only with the people he works with but also with their families. Some of these relationships have spanned decades. Mark recently played a pivotal role in supporting a man in Oswego County, who was living with his mother before she passed away unexpectedly. Prior to this tragic event, the man had struggled to engage with services and supports offered by others. Mark, because of his close relationship with this man and his family was able to find a new home with relatives. They all work to ensure the transition was as smooth as possible. Not only did Mark help this man find a new living situation, but he also facilitated new supports that this man now participates in regularly and with enthusiasm. Despite the immense changes that this man went through he has begun to thrive, remaining happy and healthy. Mark’s ability to provide compassionate and timely support made a significant difference in this person’s life during a time of great need.
Marjane Rodriguez, Care Manager Supervisor
Marjane Rodriguez has been with LIFEPlan for five years. Marjane has a wealth of professional and personal experience. This experience helps her lead her team with confidence and knowledge. Marjane is a transformational leader who continually inspires her team members to be creative and innovative when finding resources for the people supported at LIFEPlan. Marjane recently provided exemplary support to one of her Care Managers during a critical advocacy effort. The Care Manager was working with a person to move from one program to Day Habilitation Services, but OPWDD was initially resistant to increasing the service units, citing the need for further justification. Recognizing the importance of these new supports for this person, Marjane stepped into assist. She worked closely with the Care Manager to draft a compelling letter of justification, outlining the necessity of the program change in a clear, person-centered manner. The strength of their argument did not go unnoticed. OPWDD call to complement the justification, and the person was ultimately granted an increase in services. This situation highlights Marjane’s deep understanding of what it takes to advocate effectively for people. Her ability to combine strategic thinking with a person-centered approach ensures that both people supported at LIFEPlan and the staff she works with receive the support that they need to thrive.
Greater Mohawk Valley
Brittany Janes, Care Manager
Brittany Janes has been a Care Manager with LIFEPlan for two years. Brittany will take a breath, and dive in, because her priority is the person she’s supporting first and foremost. Brittany looks at a situation and maps out multiple routes, to ensure that every avenue is covered to provide support to those she is working with. Brittany has assisted a family with dealing with the passing of their mother. She identified the challenges and worked through many roadblocks but was able to help keep the family together in the family home. She also is working with a person with many significant health concerns, living independently and trying to take care of their rapidly deteriorating mental health as well as their physical health. This person needs on going and every changing support, and Brittany continues to offer or find the needed support. Her kindness thought provoking questions, and true desire to make the life of each person she supports just a little stronger in any way she can, embodies a person-centered approach. While Brittany may not always agree with a decision someone she supports is making, she makes sure that person has all the information and encourages them to live their best life every step of the way. Brittany ensures that her supports impact people on her caseload are heard and they choose to live the life they want to live.
RaeAnn Morrison, Care Manager Supervisor
RaeAnn Morrison has been with LIFEPlan for five years. RaeAnn was nominated for this award by her whole team! The team reports that she is available for them all to answer questions and assist with every member. She is available and responds to questions. She always makes sure that each Care Manager is able to get the answers they are looking for. RaeAnn is very compassionate towards the people supported at LIFEPlan and is able to help the work of the Care Manager by recommending services and making suggestions that meet the needs of the members and their families because of her knowledge and experience. RaeAnn is dedicated and fully invested in the team she works with. She is always so proud of the work they do. RaeAnn is a great advocate for all LIFEPlan members and staff. She always begins her work from person centered approach.
North Country
Carlene Freeman, Care Manager
Carlene (Carlie) Freeman has been with LIFEPlan for two years. Carlie actively supports school aged members and families and advocates for them at IEP meetings to ensure their educational needs are met to the greatest extent possible. Carlie supported a young man that had a difficult time in school during the 2023-2024 school year, sometimes having challenging behaviors that resulted in the school calling his parents to pick him up early and demonstrating aggression. Carlie attended CSE meetings to advocate for him and work with his team to improve his experience at school. By continuing to meet with the CSE team Carlie assisted to ensure his daily plan was personalized to best meet his needs and set him up for continued success, both academically and behaviorally. His school year ended well overall, and his parents feel positive about his future with the school going forward. Another example of the exemplary support that Carlie provides is shown when a woman that Carlie works with who needs of a lot of support in her daily life faced an addition challenge when her primary caregiver became terminally ill. Carlie recognized the member would need support of another family member for the long term and assisted the family with discussing the best course of action with Surrogate Court, and with completing an amended guardianship application. She has been following up to ensure that in addition to receiving Self Direction, the member is able to receive CDPAP services so that she can continue to live in the home of her choice.
Rachel Keeler, Care Manager Supervisor
Rachel Keeler has been with LIFEPlan for five years. Rachel has obtained a high level of excellence in the goals that we set here at LIFEPlan. She encourages her team to provide exceptional services that are person centered. She will always volunteer to help with coverage or special projects. Many provider agencies feel comfortable reaching out to her with any questions or concerns since she’s developed very positive relationships with them. She has an inviting personality which allows her Care Managers, Co-Supervisors, and even other Care Managers on different teams to feel welcome to come to her for discussion and questions. Rachel creates a comfortable environment for communication for all team members of the IDT. Rachel is unique in that she is the only Care Manager Supervisor at the Plattsburgh hub which also does not have an onsite Office Manager. She is valuable to the day-to-day function of our Plattsburgh office space.
Exceptional Service Award Inspired by Jeremy Gorman
Elizabeth (Beth) Colburn, Care Manager
Elizabeth Colburn has been a Care Manager at LIFEPlan since July 2018. Beth always puts the members needs first and knows how to meet their needs. She has worked with several of her members for a long time and has great rapports with all of them. Beth has made an impact on her members safety and health. This past summer, Beth has provided support that has been literally lifesaving!
Beth made an everyday call to one of Beth’s members to confirm a meeting. It was a very hot summer day with a very high heat index. During this call, Beth understood that the member was on a walk and seemed to be lost. Elizabeth started to ask what the member could see around her, how long ago she had been gone for and if she had brought a drink. She understood that the member was in real danger. Elizabeth quickly reacted and called the family and the Police Department. Elizabeth and the family met the Police department and the State Troopers with a K9 in the parking lot to start the search. The member had a whistle she used to help the Police locate her and Elizabeth told her to stay where she was. The member was found safe. Elizabeth quickly responded to this situation that resulted in the safe return of her member.
Unbelievably, Beth had a second, very significant incident with another person she supports who ended up being a missing person for a local Police Department as no one in her circle of support had heard from her in weeks. The member’s phone wasn’t working. Elizabeth kept in contact with the member’s team and would drive around the establishments she would often meet at in hopes of locating her. Elizabeth would also call the local hospitals to see if the member had been there. The member was eventually reported to be in a hospital. Elizabeth responded quickly in this situation and kept the member’s circle of support updated and went above and beyond trying to locate her. This is just an example of the work Elizabeth continues to do for her members.
CCANY
Michelle Lawton, Quality Assurance Analyst
Michelle Lawton currently works at CCANY in the role of Quality Assurance Analyst in our Quality Assurance Department. Michelle has been with LIFEPlan since July 22, 2019. Michelle goes above and beyond when supporting Care Managers in the QRR process. During Care Manager interviews she never hesitates to use her expertise and experience to provide support to new Care Managers in understanding policies and procedures. Michelle is very detailed and thorough when completing her QRR reviews providing Care Management with positive feedback as well as areas that need improvement in a supportive way.
Christine McKinney, Project Manager
Christine McKinney currently works at CCANY in the role of Project Manager for care management. Christine has been with LIFEPlan since July 1, 2019, and has had various roles in her time with us. Christine regularly has a positive impact on the organization. Her knack for recalling details, combined with her ability to adapt and guide the team through changes with clarity and a focus on efficiency, is remarkable. Christine is the glue that holds our many projects together. She has played a key role in preparing both ACANY and LIFEPlan for recertification in 2023, as well as the OPWDD DQI review of high needs members, which took place later that year. This past summer, Christine expertly facilitated a large workgroup and multiple sub-groups over several weeks to prepare for the DQI Summit meeting. Her spirited and diligent guidance enabled us to deliver two outstanding presentations and ensured that everyone in attendance was well prepared with talking points that showcased the exceptional work we do.
Ike Patel, Information Systems Security Engineer
Ike Patel currently works at CCANY in the role of Information Systems Security Engineer in our IT Department. Ike has been with LIFEPlan since August 8, 2022. Ike has helped stabilize large-scale IT projects that impact all of us. He’s been an invaluable resource during the duration of the CCANY Migration and helps every day from small problems to large complex ones. He does it selflessly, often going above and beyond to ensure the solutions he builds out makes sense for the long term. Ike regularly checks in on other IT teams to ensure things are dialed in and chips in where needed. Without Ike, most of the larger scale projects would have suffered significate deadline issues. He works behind the scenes with us to make sure systems keep humming and always does this with a smile.