CADER Partnership with New York State Office for the Aging Shows Impressive Results with Custom ADRC/No Wrong Door Training Program 

Collaborating with the New York State Office for the Aging (NYSOFA), the Center for Aging and Disability Education and Research (CADER) at BU School of Social Work (BUSSW) created a successful customized training certificate for NY Connects, the federally designated Aging and Disability Resource Center (ADRC) and the No Wrong Door system in New York State.

NYSOFA relies on training to enhance the knowledge and competency of local NY Connects staff. With the goal of improving services for older adults and individuals with disabilities, NYSOFA conducted an extensive quality assurance review of the local staff which highlighted opportunities for enhanced training and skill development. This led to a successful partnership led by CADER Director, Professor Bronwyn Keefe, and Curriculum Development Manager, Amelia DeMarco (SSW ‘12), to develop customized ADRC/No Wrong Door training certificate.

Customization Matters

The customized training initiative launched two years ago and includes two certificate programs: the five-course NY Connects Information and Assistance Program and the four-course NY Connects Person-Centered Options Counseling Program. It builds on existing courses offered in CADER’s ADRC / No Wrong Door Key Principles Certificate and, customized for NYSOFA, also includes information on other No Wrong Door state partner agencies. Agency-specific content includes the services and supports offered by the agency, eligibility criteria, and information on how to access these services at the local level.

“We’d never seen any other training offered that provides customized content relevant to individual state agencies,” says Erin Verdile, NY Connects director at NYSOFA. “For us, this is really what sets our CADER partnership and training program apart from others.”

Staff burnout and high caseloads are persistent challenges for many social service agencies, including NY Connects staff working at local agencies. To address this, the program not only incorporates New York State agency-specific training but also provides the flexibility and accessibility the staff need to be able to successfully complete it.

“That was key for us,” says Verdile. “We spent a lot of time with CADER to make sure the program could accommodate our busy staff. We really appreciated how they sought our input and insights and incorporated them throughout the process. As a result, it’s a sophisticated and relevant training program.”

The flexible program is designed to be readily available on an ongoing basis. This means new hires can get up and running quickly any time during the calendar year. And for staff members who are extremely busy because of staffing shortfalls, the flexibility of the program allows them to save their work and continue later, when they have the time.

Measurable Results

In the first year of the training program, more than 800 staff across New York enrolled, with a 92% completion rate. In 2025, an additional 200 staff enrolled across the state. The program is offered annually to accommodate new staff, a necessity with a local staffing model as robust as NY Connects.

“We learned that there is a need for continued education and collaboration across local agencies,” says Verdile. “We want to provide a consistent, quality experience for those accessing NY Connects, regardless of which agency they access. We wanted training that sets forth best practice standards and demonstrations of how local staff should extend their practices beyond the provision of information and referrals. It needed to emphasize how to facilitate a holistic person-centered screening process when linking individuals to the wide array of services and supports that are available to them.”

Interactive and Impactful

To date, feedback from those who have completed the program has been overwhelmingly positive.

“After this course, I feel so much more confident,” says one staff member. “I have a better understanding of our role and new ideas to apply to my calls. I will definitely apply all I have learned!”

Another staff member adds, “This training is absolutely necessary to help remind us all of the challenges that our clients experience, specifically mental health and substance abuse.”

Additionally, a highlight for most has been the video-based scenarios in which actors portray situations staff members might encounter in their daily work. Through this interactive program, trainees learn to navigate different circumstances and provide resources based on the individual’s needs.

“I can’t speak more highly of the videos that demonstrate good practice,” says Verdile. “These are resoundingly the most highly rated parts of the training.”

Many participants have noted that they also appreciated how the curriculum was designed for their specific job roles.

“The program offers not only a foundational education, but also specific skills applicable to client-level work, going beyond core training to everyday practice,” says Verdile. She adds that the collaboration with CADER provides crucial administrative support, such as ongoing learner technical assistance, monthly reporting on training milestones, and a comprehensive evaluation report.

“CADER saves us time,” she says. “They keep track of the progress of our staff, send reminders to managers and trainees, and deliver reports to us. We see them as an invaluable partner, one who greatly reduces our administrative burden because they do the legwork, manage the data, and measure the increase in competencies with pre- and post-evaluations.”

Competence and Satisfaction

NY Connects’ training is entering its third year, and across the board, staff competencies and readiness are on the rise. What’s more, among those who have completed the training, Verdile noted greater employee satisfaction and retention.

“They feel like they’re making a difference by using new skills, which makes them feel good about their job,” Verdile says. “They are increasing their knowledge base, effectiveness, and confidence, which only helps the clients we serve.”

As proof, Verdile is pleased to cite the local NY Connects strong client satisfaction ratings—over 90% positive.

Implications and Future Replication

Professor Bronwyn Keefe underscores the value of statewide training in equipping the workforce with the knowledge and skills needed to perform with confidence and deliver higher-quality services.

“We deeply value our state and community partnerships and are continually seeking opportunities to scale our work nationwide—through joint grant proposals, workforce development programs, research collaborations, and innovative program design,” says Keefe. “By working together, we can create thoughtful, replicable models, expand capacity, and elevate the quality of care for older adults and people with disabilities.”

Learn more about CADER’s ADRC/No Wrong Door Key Principles Certificate.