Los Angeles County, California, is home to one of the largest and most diverse populations in the United States. Hundreds of thousands of residents with disabilities rely on a broad network of public programs, community organizations, caregivers, and support services. As the County’s Aging & Disabilities Department evolved to better serve people with disabilities, leaders saw an opportunity to shape a more responsive future. Before defining strategic priorities, they sought to better understand residents’ current experiences and identify remaining barriers to access across the community.

Through extensive stakeholder engagement, community research, and collaborative planning, PCG worked with the County’s Commission on Disabilities, service providers, advocates, residents, and departmental leadership to develop a strategic plan that reflected community needs and experiences.

Building More Than a Strategic Plan

When Los Angeles County sought to establish long-term goals for disability services, PCG’s team knew meaningful solutions would only come from listening directly to the people impacted by those services every day.

The project included a countywide survey available in 14 languages, including English, and generated nearly 1,100 responses from residents, caregivers, advocates, service providers, and family members. PCG also facilitated virtual and hybrid focus groups across the county to better understand lived experiences, service barriers, and unmet needs.

Recognizing that accessibility affects every aspect of community life, PCG conducted interviews with leaders from 10 county departments, including Health Services, Social Services, Libraries, Arts and Culture, and Beaches and Harbors. Gathering perspectives from these departments helped shape the understanding of how residents with disabilities interact with county services far beyond just healthcare.

As James Nyberg, Senior Advisor at PCG, explained, “Part of the goal of the whole effort was to be inclusive across the board, not just health and social services types of issues.”

This holistic approach enabled the County to develop a more comprehensive understanding of where it stood, identify opportunities for greater accessibility, and create a strategic plan that supports participation in all facets of daily life—reflecting the real needs and aspirations of the disability community.

The project culminated in Los Angeles County’s first-ever Disability Services Strategic Plan, a five-year roadmap designed to make services more accessible, coordinated, and inclusive for residents with disabilities of all ages.

Maral Karaccusian, Director, Los Angeles County Aging & Disabilities Department, noted in the department’s announcement about the strategic plan, “When services work together instead of in silos, residents with disabilities can navigate support more easily, access resources more seamlessly, and experience the continuity and dignity that every person deserves.”

PCG’s project team noted that commission and community representatives expressed appreciation for the collaborative approach and the opportunity to see their perspectives reflected in the final plan.

For Ellen Burton, Senior Consultant at PCG, that outcome reflects the PCG’s broader philosophy.

“We bring the technical expertise and knowledge to be able to do these projects,” Burton said. “But we’re also people-focused as an organization. We’re passionate about the work. We care about the people who are being served. We are relationship-oriented, not just for the people being served, but for our clients and their partners, to make sure this work is done in a way that’s not only high quality, but holistic.”

Commitment to meaningful engagement, combined with deep expertise in disability and aging services, enabled PCG to partner with Los Angeles County to create a strategy informed by data, shaped by community voices, and positioned to improve outcomes for residents with disabilities for years to come.

Learn more:

• L.A. County Aging & Disabilities Department Unveils First Strategic Plan for Disability Services
• Los Angeles County Disability Services Strategic Plan
• PCG’s Aging and Disability Services
• PCG’s Human Services Solutions