Visitation Information

In response to alarming increases in COVID-19 infections in hot spots (cluster zones) across the state, Governor Cuomo has issued a new “Cluster Action Initiative.” The initiative identifies zones across the state, categorized by color, that must adhere to strict COVID-19 protocols and restrictions.

In keeping with this state-wide effort to decrease rising infection rates, and for the benefit of your loved one and the loved ones of others, we thank you for your cooperation as we implement the following updated visitation limits, effective Friday, October 9, 2020:

For Families Living in Red, Orange, or Yellow Zones

All visitation (onsite visits, off-sight day visits, and overnight visits) is suspended until further notice.

  • Scheduled visits (including those planned for this coming weekend) by anyone living in Red, Orange, or Yellow zones will be delayed and rescheduled when areas are moved off of the cluster listing
Other Notes
  • There are no changes to Springbrook’s current visitation protocols or scheduling process for families living in non-Cluster Zones.
  • Springbrook staff will monitor NYS Cluster Zones daily. If your area should be categorized as RedOrange, or Yellow within 24 hours of a scheduled visit, your visit will be rescheduled.
  • Staff travel to areas identified as Red, Orange, or Yellow has also been suspended.

Your partnership as we respond to the COVID-19 virus is critical. These visitation limits are in the best interest of not only your loved one but our staff and our community as well.

We are reviewing our Springbrook-wide protocols regularly as we receive guidance from the oversight agencies that govern our organization. We will offer a webinar on Wednesday, October 14 to share organization-wide updates and to discuss visitation further (particularly as we head into the holiday season). 

Thank you for your partnership and understanding as we implement these preventative measures.


  1. Click the appropriate form below, either “Onsite (tent)” if you are visiting on Springbrook property, or Offsite (day and home) if you are visiting away from Springbrook.
  2. Fill out the form.
  3. Submit the form
  4. You will receive a verification email once your form is submitted
    • Your visit is not scheduled until you receive a confirmation phone call from Springbrook
  5. A Springbrook staff member will review your form and call you within 2 business days to schedule your visit (scheduling calls will only be placed Mon – Fri, 8 am – 4 pm)

All visit scheduling is now centralized. Please do not contact your loved one’s home staff or other Springbrook staff to schedule, they will direct you to the Scheduling Request Form.

This Visitation Plan is the next step in Springbrook’s highly successful approach to the COVID-19 pandemic—a proactive, vigilant approach with the health and safety of every Springbrook community member at the heart of each decision. 

The bonds that the people we support have with their family and friends are essential to their social, emotional, and overall wellbeing. With this plan, we are excited to offer families, advocates, and friends the opportunity to visit in a structured environment that protects the health of not just their loved one, but countless others who touch their loved one’s life.

Onsite Visiting Hours
  • Visiting hours are 9 am until 5 pm
    • 2 hr scheduled appointments
    • Seven days per week
Onsite Visitation Rules
  • Visits must be scheduled at least 72 hours in advance
    • Under OPWDD mandate, we cannot accommodate drop-in visits or “last-minute” scheduling
  • At this time, visits are limited to one (1), two-hour visit per day
    • 7 days per week, between the hours of 9 am and 5 pm
    • Multiple visits within a week may be arranged only if Springbrook can accommodate the scheduling
      • We must consider the needs of all families and safe staffing levels within homes
      • Family Suites at the Family Engagement Center remain closed, so if you are traveling from outside the region, you must find alternative overnight accommodations
  • Visits are limited to four (4) visitors with a loved one at a time
    • If more than four (4) visitors are in the party, they must alternate times within the 2-hour visit timeframe
    • All people in a party will go through the Health Screening process
    • Keep in mind, Springbrook does not have additional “waiting room” space, so those who are not with a loved one may have to wait in a vehicle
    • All visitors must be over the age of two (2) and capable of wearing a face covering for extended periods (please keep this in mind if you are bringing young children for a visit).
  • For those parents/families with multiple loved ones living in a Springbrook home:
    • If your loved ones live in the same Springbrook home, visits may be scheduled together, or individually (based on the needs of your loved ones and/or the family)
    • If your loved ones live in separate Springbrook homes, visits must be scheduled separately
  • Visits from out-of-state will be considered on a case-by-case basis (using NYS’s COVID-19 guidelines)
  • If a student/resident/or staff member within a home is being tested for COVID-19, or there is a confirmed case of COVID-19 within a home, all visits with residents of that home will be canceled and rescheduled.
  • Visitors cannot be allowed inside homes for any reason
  • Visitors must keep their Springbrook issued facemask on at all times
    • Springbrook will provide medical-grade face masks at no charge to visitors
  • No food or drink may be consumed during visits
  • No bathroom facilities will be available for visitors
  • Maintain social distance (6 feet) with staff, and with the resident as much as possible
  • Visitors may bring small gifts and care packages for their loved ones (items like favorite games, books, stuffed animals, or packaged/sealed food, etc.).
    • Gifts and care packages must be left at the check-in table prior to your visit
    • Please keep in mind, any item you bring should be an item that you intend to leave with your loved one
    • Any food items may not be consumed during your visit



A Springbrook Nurse will call you 24-48 hours before your scheduled visit to conduct a Preliminary Health Screening over the phone

  • On the day of your visit:
    • For Community Homes, call your loved one’s home to let them know you have arrived, before exiting your vehicle
    • For the School at Springbrook, call the Family Engagement Center to let them you know you have arrived, before exiting your vehicle
  • Please arrive at the scheduled visit time
    • Arriving early will not increase your visit time. Schedules must be maintained because of safety and staffing considerations.
    • If you are delayed, please call as soon as possible so that we can try to adjust schedules
  • Upon arrival, have your face covering on before exiting your vehicle
  • A staff member will direct you to the check-in area while you are on the phone
  • At check-in, you will complete a “self check-in” procedure, including a health screen
    • Health screening items include your temperature, heart rate, respirations per minute, and symptom screening
  • After completing the health screening, please follow the procedure below to put on your medical-grade face mask
    • Wash/sanitize your hands thoroughly (a sink and/or sanitizer will be available at the check-in station)
    • Remove your personal face covering, and put on the new face mask
  • You will then be directed by staff, over the phone, to your assigned visitation location
    • The School at Springbrook Campus – Family Visitation Tents
    • Community Homes – Individual Home Outdoor Spaces
Area Accomodations
Offsite Visitation Contact Tracing Log

The procedures and protocols outlined in this plan will change based on the expertise and knowledge of Springbrook’s Executive and Clinical team, the evolving spread/containment of COVID-19,  regulations from our certifying agencies, and best practice guidelines from New York State.

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