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.

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 two (2) visitors with a loved one at a time
    • If more than two (2) 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)
  • Visits must take place in designated Springbrook visitation spaces only
    • At this time, drives, day trips, meals at restaurants, trips to the store or park, walks around the block, etc., cannot be allowed
    • Should a parent/family decide to take a loved one home, they must agree to keep their loved one home until all visitation limits are lifted.
  • 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
  • Anyone wishing to visit from a New York State Region in Phase I of Reopening must provide proof of a negative COVID-19 test within 72 hours of the scheduled visit
  • Visits from out-of-state will be considered on a case-by-case basis (using NYS’s Reopening Phase guidelines)
  • Under OPWDD mandate - visits home for all residents and students remain suspended (including “day” trips away from home/campus)
  • 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


Scheduling and Visiting Hours

Visiting Hours & Information

  • Visiting hours are 9 am until 5 pm
    • 2 hr scheduled appointments
    • Seven days per week

How To Request a Visit

  1. Go to:
  2. Click the “Schedule a Visit” button
  3. Fill out the “Scheduling Request Form.” You will be asked for necessary information like:
    • Name and Contact Information
    • The name of your loved one
    • Your loved one’s Springbrook Home location
    • Three potential dates that you would like to visit
    • What Phase of Reopening your home region is currently in, or if you live out of state
  4. Submit the form
  5. 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
  6. 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.



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

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.


We know there are many questions surrounding these new procedures; we’re here to help!

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