PROCESS

Arkansas, where Palco is headquartered, was the first state to pilot “self-direction” more than 20 years ago — and we were right there from the beginning. Since then, we’ve learned a few things and put those lessons to good use.


Our services meet four core principles:

A company culture built on innovation. Our mission is to have a positive impact on society. We want to help individuals overcome all barriers to living their most meaningful lives. We value our role in helping these individuals live in the community—and, we do everything we can to
support them.


Cutting-edge technologies. Technology is at the heart of everything we do. We constantly embrace new technology to create efficiencies and update processes. Our software solutions are tailored to meet payroll, reporting solutions, among other important tasks, and are easily customized to meet state and programmatic requirements. Our business intelligence system is the only one of its kind in our business sector. We provide self-service tools for individuals, but we also give people options. We strive on streamlining processes for participants and their workers—however, we never put efficiency over empathy. We know not everyone has the same capacity or ability to access online tools.


Quality control measures. Our F/EA and FMS programs were developed by Certified Public Accountants (CPAs). Palco was one of the first companies in the country to provide these services and we established the industry standards. We remain current on all IRS, state, and federal changes like the 21st Century Cares Act, that impact this industry. Our rigorous quality assurance measures include a weekly review of call statistics, staff performance, satisfaction surveys, and performance reports. Our systems have built-in alerts and notifications that keep us informed in real-time of key tasks.


Strong management and oversight. Our executive leadership and management are comprised of individuals with compassion for people and business experience which takes them to the top of their fields. We take great care to hire the top talent who consistently participate in
ongoing continuing education activities to remain current. This has resulted in a team with impressive backgrounds in accounting, information technology, customer support, health policy, human resources, and more. Because of this commitment, our reputation is based on trust
and integrity.