How to Choose the Right Brain Injury Support Agency in Connecticut: Questions to Ask and Red Flags to Avoid

Choosing a brain injury support agency is one of the most important decisions a survivor and their family can make. Whether you’re new to the Connecticut ABI Waiver or exploring a change in providers, the quality and fit of your support team can dramatically impact your recovery, independence, and quality of life.

While the conflict-free referral process aims to reduce bias in provider selection, it’s far from perfect. Survivors and families must take initiative to interview providers, visit programs, and ask the right questions to ensure the best match.

Here’s what you need to know.

Ask These Key Questions Before Selecting a Brain Injury Support Agency

1. How do you plan to staff my case—and where are those staff based?

Ask for specifics. If you're located in Western Connecticut, you should not be assigned staff based in Eastern CT unless the agency has a proven infrastructure for quality oversight across regions. Distance often means inconsistent staffing, poor supervision, and missed opportunities for engagement.

Example: Several providers based in Eastern CT have attempted to staff cases in Western CT, leading to turnover, missed shifts, and serious quality assurance concerns.

2. Can I visit your program spaces and meet your team in person?

You wouldn’t rent an apartment without a tour—why choose a support agency without visiting their programs? An in-person visit allows you to assess:

• The environment (Is it safe, clean, welcoming?)

• Staff interactions with participants

• Accessibility and community integration

3. Can I speak with multiple current service participants and their families?

One glowing reference isn’t enough. Ask for contact with a variety of current clients and families who receive different types of support (e.g., community support, residential, pre-vocational). Get honest, unfiltered feedback on communication, reliability, staff quality, and how the agency handles crises.

4. What is your agency’s experience with brain injury recovery and person-centered planning?

Look for agencies that specialize in Acquired Brain Injury (ABI), not just general disability support. A strong ABI provider will have:

• Licensed clinical and programmatic leadership

• Staff trained in cognitive-behavioral strategies and adaptive supports

• A track record of person-centered success stories

5. How do you handle turnover or staff emergencies?

Even the best caregivers get sick or move on. Ask how the agency backfills shifts, communicates with families, and ensures continuity of care.

Understanding the Conflict-Free Referral Process

Connecticut’s conflict-free case management model is designed to separate care management from direct service delivery. This should reduce bias, but in practice:

• Referrals may be based on provider availability, not quality

• Families receive lists, not guidance

• Agencies may overextend themselves geographically just to accept a referral, not because they’re the best fit

Takeaway: It’s your right to interview multiple providers, ask hard questions, and choose the one that best aligns with your needs.

Tips for Families and Survivors

• Treat this like a job interview. You’re hiring a team to support your life goals—ask tough questions and take notes.

• Look for local agencies. Proximity matters for oversight, engagement, and consistency.

• Review provider reports. Ask about any quality issues or state audits the agency has faced.

• Follow your gut. If something feels off during the process, it probably is.

Why Choose The Supported Living Group (SLG)?

At SLG, we’re not just a provider—we’re a partner in your recovery journey. Our teams are:

• Regionally grounded, ensuring local, hands-on support

• Trained in ABI-specific strategies, including cognitive-behavioral interventions and community integration

• Committed to transparency and collaboration with participants, families, and care managers

We encourage every potential client to visit our program sites, speak with current participants, and get to know our leadership team before making a decision.

Ready to Learn More?

Contact The Supported Living Group today to schedule a tour, request references, or speak with a member of our ABI team. Your journey deserves more than just a referral—it deserves the right fit.

📍 Serving communities throughout Connecticut with program locations in Avon, Bethany, & Danielson.
📞 860-774-3400
🌐 www.supportedlivinggroup.org