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February 2026

NSM Phishing Policy Launching February 13 - Here's What You Need to Know

On February 13, NSM will formally launch our Phishing Policy as part of our ongoing commitment to protecting our company, our clients, and our data. Phishing continues to be a significant and growing threat, and as a leader at NSM, you play a critical role in reducing this risk.

Below, you’ll find an overview of what phishing is and why it matters, key details of the phishing policy, the consequences of compromising credentials or sensitive information through phishing or similar threats, and how you can help ensure 100% compliance with the policy.

What is Phishing—and Why It Matters

Phishing is a scam in which threat actors attempt to gain sensitive information by posing as someone they are not—often through emails, texts, calls, or social media messages that encourage the recipient to click a link or provide information.

While NSM has invested heavily in cybersecurity tools to reduce this threat, attackers continuously evolve their tactics. The final and most critical line of defense is the individual receiving the request. One compromised account can create serious downstream risk for NSM and our clients. Click here to learn more about phishing.

Key Details of Phishing Policy
Effective Friday, February 13
The purpose of the Phishing Policy is to minimize phishing risk by educating all NSM employees, enforcing secure behaviors, and ensuring rapid incident response. The policy applies to all employees, contractors, and devices used for company work. This includes email, text messages, phone calls, and social media communications.

All employees are expected to complete any mandatory phishing awareness training and remain vigilant when handling electronic communications.
Suspicious emails or messages should be reported immediately to NSM's IT Security Team and your manager—without clicking links or sharing information—by using the phishing button in Outlook or, if the message did not come via email, by contacting the IT Service Desk.
Employees should never share credentials, financial details, client information, or one-time codes in response to unsolicited requests.
Any urgent or unusual request must be verified through a second, trusted channel, such as calling a known phone number rather than replying directly to the message.
To help protect company data, only approved tools should be used for business communications, including NSM Outlook instead of personal email accounts.

Consequences for Policy Violations
Compromising credentials or sensitive information through phishing (or similar activity) will result in the following actions:

First Infraction: Documented counseling with manager and HR; mandatory Cybersecurity Awareness training due within 2 weeks (or account suspension)
Second Infraction (within 6 months): Immediate retraining required to regain system access; final written warning with manager, HR, and Senior Department Manager
Third Infraction: Termination
Willful Negligence: Immediate suspension; potential termination; mandatory retraining; serious infraction, written warning

How You Can Help
Your leadership is essential to the success of this policy. Please discuss these expectations with your teams, reinforce secure behaviors, and escalate concerns promptly.

Thank you for helping protect NSM and our clients. If you have any questions, contact Rob Scheifele, NSM Chief Information Officer.

Company

Don’t Delay: Complete Your 2026 Compliance Training

The 2026 NSM Mandatory Compliance Training is available in NSM University for all U.S. employees and includes required Joint Commission training.

📅 Deadline: February 28, 2026
🚫 Missing the deadline will result in limited system access until training is complete.

✅ Action Needed: Log in to NSM University, complete your assigned courses, and use pre-tests where available to earn credit faster. Please remind all employees who report to you to do the same!

👉Questions? Click here for a step-by-step job aid, or contact Compliance@nsm-seating.com.

Thank you for helping keep NSM safe, compliant, and ethical!

New Client Survey Launched Nationwide This Week

We have been piloting a new customer satisfaction survey process for the past couple of months in our NorCal and Colonial Valley regions. We started with new equipment orders only and will add in repairs, modifications, and Home Access orders after we activate the new process across all locations in the U.S.

Overall, we have had great employee support, little to no issues, and exceptional client participation. The new client survey process was slowly rolled out to all U.S. locations this week as the NSM's IT team wanted to turn on the new process in groups of about 50 branch locations per day to ensure a smooth rollout.

Click here to view a brief presentation about the new survey process.

What’s Different about this new process?

We survey clients throughout the order process using automated texting, versus sending one survey by mail or email after the order process is complete.
The new approach gives us a lot more immediate visibility to learn how we are performing throughout the order process, rather than just at the end. We pulse survey clients three times throughout the order process – after evaluation, after funding is approved, and after delivery is complete.
Each survey has no more than six questions and takes no more than a couple of minutes to complete, which encourages participation. The survey completion rates during the pilot phase have more than quadrupled at 13% compared to our prior Press Ganey survey process at 3%!
The survey results are available for leaders to access in real-time, giving them opportunities to recognize team members for doing a great job and support others where improvement may be needed, so that we continuously improve the client experience.

Why should you care?

Whether you’re a leader, a customer service specialist, a funding specialist, an ATP, a technician, or another role in the organization, each of us impacts the overall client experience. Whether we work directly with clients or are supporting the process behind the scenes, everyone needs to know how the process works and what questions we are asking in each survey to understand how we can ensure a great client experience.

Click here to find your job role below and learn how you can help best support the new survey process.

Thank you for your support in rolling out our new client satisfaction survey process. Please send any questions to feedback@nsm-seating.com.

New Year, New Paycheck: Key Payroll & Tax Reminders

As we enter February, please help ensure your teams are aware of several important payroll and tax reminders tied to the first paycheck of the year and upcoming tax documents.

💰 Review Pay Stubs for Accuracy

It's not too late for your employees to review their check stubs in UKG, as the start of the year is an especially important time to confirm accuracy.

Key items to review:

Benefits deductions – Are the correct amounts being withheld?
Home address – Must be current for accurate tax reporting
Federal, state, and local tax withholdings – Employees should update their W-4 if changes are needed

📄 Tax Documents & W-2s

2025 W-2s are now available in UKG

Path: Myself > Pay > U.S. Wage and Tax Statements > 2025
Paper copies (for those who elected mail)have been sent
Employees can download their W-2 at any time, regardless of mailing preference

💸 Annual Withholding Review Reminder

The IRS recommends reviewing W-4 elections at least once a year. Employees may want to update their information if they have experienced:

A change in marital status
A new child or dependent
Additional income
Over- or under-withholding last year

Step-by-step instructions are available on the UKG Guides page on WNSM, and the IRS Withholding Estimator is also a helpful tool. Employees should consult a tax professional for personalized advice.

⚠️ Additional Tax Information to Note

Qualified Overtime (OBBBA): Eligible overtime from 2025–2028 may be deductible from federal income tax. Amounts appear in Box 14 of the W-2.
Questions: payroll@nsm-seating.com
HSA 1099-SA: Available soon via myhsabank.com (late Jan/early Feb for paper copies)
1095-C Forms: Distributed by March 2, 2026, confirming 2024 medical plan eligibility/enrollment

📍 States with Local Taxes

AL | CA | CO | DE | IN | KY | MD | MI | MO | NJ | NY | OH | OR | PA | WV

❓ Support Contacts

Payroll: payroll@nsm-seating.com
Benefits: benefits@nsm-seating.com

Thank you for reinforcing these important reminders and helping your teams start the year informed and prepared.

PEOPLE

NSM University Relaunch - Branch Leader Calls Happening Today!

The NSM University Leader Team is excited to be hosting two calls TODAY, February 6 to update you on the new job-specific training content on NSM University. We wanted to share this information with leaders first, so you can promote and communicate these exciting new enhancements to NSM University with your branch teams.

The newly designed learning platform has a cleaner, more personal interface, streamlined navigation, a responsive design, and comes with updated reporting and tracking. This new reporting will be helpful to you as a leader, so you can easily track your team's progress on assigned training. We can’t wait to show you what you and your team will experience related to learning.

We will be hosting calls with your team members over the next few weeks. All ATPs, Technicians, and Customer Service Specialists will be invited to multiple meeting times, and they can choose the time that works best for them. Please look at their schedules to ensure they can attend the offered session for a 30-minute meeting. The Technician meetings will be hosted on Feb. 9, and CSS meetings will be hosted on Feb. 17. The ATP meetings will be scheduled shortly.

We will host two calls for branch leaders on Friday:

10 am CST
1 pm CST
You will be sent two invites, but you only need to attend one meeting. Please accept the meeting time that works best for you.

At ISS: Strong Engagement in January, More to Come in February

NSM was proud to participate in the International Seating Symposium (ISS) VPS event on Wednesday, January 28, as a Supporter of this important educational series. The event brought together clinicians, researchers, manufacturers, and industry leaders for meaningful conversations focused on innovation and improved outcomes in seating and mobility.

The January session was well attended and provided valuable opportunities for connection, knowledge sharing, and collaboration across the seating and positioning community. NSM team members were able to engage directly with attendees, exchange insights, and support discussions that continue to move the field forward.

As a reminder, NSM will also be supporting the next ISS VPS event on Wednesday, February 25. We look forward to continued engagement and to being part of an event that consistently sets the standard for excellence in seating and mobility education.

In Case You Missed It: Momentum Academy Is Back for 2026

In case you missed it, we recently shared the 2026 Momentum Academy schedule—and we wanted to make sure it stayed on your radar. These in-person events offer our referral partners valuable education in Complex Rehab Technology (CRT), along with the opportunity to earn continuing education credits.

Momentum Academy is designed for physical and occupational therapists and other clinical partners, with a focus on best practices in mobility solutions and CRT. It’s another way NSM reinforces our role as a trusted clinical education partner.

Just as important, these events are a great opportunity to strengthen referral relationships. When Momentum Academy is hosted in your area, be sure to encourage your teams to personally invite referral partners to attend, connect, and engage. A simple invitation can go a long way in building stronger local partnerships.

This year's Momentum Academy event schedule is as follows.

Austin, TX: April
Denver, CO: April
Seattle, WA: May
Boston, MA: May
Washington, DC: August
Detroit, MI: August
Concord, CA: September
Chicago, IL: September
Charlotte, NC: October

Final dates to be announced soon.