Departments > Leader Resources > Monthly Leader Brief Archives

October 2025

SAVE THE DATE - 2026 NSM Benefits Open Enrollment Coming Soon!

Open Enrollment for 2026 benefits will run from October 29 – November 14. Keep an eye out—materials and information will be shared about two weeks before enrollment begins.

All benefits-eligible employees must complete enrollment each year. Please help us spread the word. While managers aren’t expected to assist employees with enrollment directly, it’s helpful to remind your team of the timeline and guide them to available resources and information. Many additional communications are in the works. Employees will receive postcards to their home addresses. We will email you a flyer to display/share. We will also push emails, text messages, etc. If you have any questions, email benefits@nsm-seating.com.

2026 Key Highlights

Medical Plans:

Coverage with BCBS and Kaiser CA continues with the same plan designs.
The BCBS Buy-Up High-Deductible Plan individual deductible will increase by $100 to stay IRS-qualified.
Two premium tiers based on salary and Sales positions remain.

What’s New:

Pharmacy Benefit Manager: BCBS members will move from OptumRx to CVS Caremark starting Jan 1, 2026. New BCBS ID cards with CVS Caremark pharmacy information will be mailed.
Dependent Verification: Required for all medical plan enrollees. Submit documents by Nov 24, 2025, or dependents will lose coverage as of January 1, 2026. Click here to learn more.
Spousal Attestation: Spouses with medical coverage available through their employer are not eligible to enroll in NSM’s medical plan.

Company

Q4 Revenue Acceleration & Year-End Cut-Off Dates

NSM's Supply Chain Team has been diligently working with our manufacturer partners to mitigate the risk of inventory shortages and cultivate year-end cut-off dates to support planning. Roho has specifically prioritized NSM orders to catch up on some of our backlog, which is a huge improvement! We will continue to press and advocate on our team’s behalf with all our manufacturers.

Plan Ahead

Download the End-of-Year Cut-Off Planner to view the manufacturer cut-off dates for purchase orders. These are the final dates to submit purchase orders, ensuring products arrive by December 19, allowing delivery to clients before year-end.

We’re still awaiting final dates from Quantum and Sunrise. We will share updates as soon as they’re available.

Notable Dates

1. Custom Seating: We should be scheduling custom molds NOW to plan for these cut-off dates.
2. All PO, Order Forms/Build Instructions, Scanned Files need to be received by the Manufacturer by:

PinDot: 11/21/25
Ride Designs: 12/1/25
PRM: 12/1/25
Permobil Shape System: 11/14/25
Matrix Seating: Pending Date

Together, we can help bring smiles and mobility to the families we serve this holiday season!

Telehealth Extension on Track | Keep Appointments Rolling!

In Washington, D.C., a telehealth extension has been attached to the Continuing Resolution (H.R. 50801). Once the government shutdown ends, it’s expected to move forward alongside the resolution. With strong bipartisan support, we’re confident this bill will pass.
In the meantime, our key partners—Integrated Clinix, Wheelchair Clinic, and Telehealth Evals—are continuing to book appointments. They’re betting on a smooth transition once the rules return, and we encourage you to do the same.

Encourage your teams to keep their telehealth schedules full! If a therapist expresses hesitation, connect with your RAD so we can determine if another partner can step in quickly.

Have questions? Reach out to the NSM Market Development Team: Steve Asbury, Jodi Smilgeski, or Cassandra Kinnamon.

ICD-10 Code Update: Multiple Sclerosis (G35)

CMS has completed its annual update to the ICD-10 code list. It is effective (October 1, 2025, through September 30, 2026). The most impactful change for NSM is with Multiple Sclerosis (G35). Multiple Sclerosis is now a parent code with new categories for MS subtypes.
We are updating the ICD-10 list used by Mobility Advisor (MA). Additionally, we are making the following updates to client tables within Mobility Advisor.
1. For clients with G35 attached who have OPEN orders:

We will update client records to G35.D.
The funding team will update to a more specific ICD-10 code if appropriate, as the open orders complete the delivery process.

2. For clients with G35 attached to their client record who do NOT have OPEN orders:

The G35 ICD-10 will be removed.
When new work orders are created, MA will prompt that a Dx code is missing. When we are reviewing and verifying client demographics, please update to the appropriate Diagnosis code.

This update is a shared responsibility between ATP, CSS, and Funding (if not addressed at intake).

Town Hall Recap: Mission Moments and Company Updates

On September 17, Crispin Teufel, NSM CEO, hosted three virtual town hall sessions for all employees. Below is a summary of what was shared in case you missed joining a session!

Each session began with a Mission Moment, highlighting how the work we do every day truly transforms lives. Then, Chuck Bodner, NSM CFO, shared a company performance update: U.S. order volume is strong, but we’re behind budget—so we need a BIG push in Q4 to catch up and deliver another great year!

Crispin revisited our 2025 Company Priority Pyramid, reminding us that we are staying the course and moving forward together as one team with a shared focus: delivering the best possible experience to our clients. He also shared updates on NSM’s primary IT systems (Mobility Advisor & BCS) and stressed the importance of staying alert against malicious attempts to compromise our technology. The technology team is aware of the system issues and is working hard to improve the situation as quickly as possible!

We then heard updates from several senior leaders:

Angelina Colbert, SVP of Revenue & Client Operations, shared updates on our new phone system and the launch of the Centralized Client Services Call Center. As of September 10, all U.S. branches & personnel are implemented on the Ring Central Platform! The most common question we are getting is that some clients are not seeing our name, ‘NATNL SEATING’, on their caller ID. What is displayed on someone's caller ID is up to their carrier, so please encourage your clients to save your number. Please refer to the FAQs as there are a lot of questions about these topics.
Derek Miller, North Division VP, provided an update on service and repair initiatives. The goal of these initiatives is to decrease the amount of time clients are waiting for repairs. We've taken learnings from states that have introduced "Right to Repair" legislation and are implementing best practices state by state.
Doug McDaniel, SVP of Business Development, announced exciting acquisition news and welcomed new team members from Medical Center Medical Product in Jackson, TN, Herron & Smith in Hookset, NH, Kennebec Pharmacy CRT Division in Augusta, ME, Independent Mobility Solutions in Green Bay, WI, and Jones Adaptive Mobility in West Jefferson, NC and Kingsport, TN.
Stephanie Buckley, VP of Marketing, highlighted how your hard work is making an impact with clients, as reflected in positive customer survey results. The main learning is that the most important attribute to our customers is the timeliness of service/equipment, and clear/responsive communication. This has consistently been the top two attributes in the last three research studies. In addition, our net promoter score has improved by 65% since 2023, showing that all the hard work and improvements across the company are making an impact on our client experience.
Kristin Saunders, VP of Operational Excellence, gave an update on OpEx and shared early plans for an initiative to gather ideas for process improvements—more details coming in October!

Please click here to review the post-event FAQs that were asked by employees before, during, and after each town hall.

Finally, a reminder: if you ever have a question or concern regarding a Human Relations topic, such as merit increases, your benefits, training, etc., please reach out to HR@nsm-seating.com directly, and they will be happy to discuss.

We also want to hear from you! Share your thoughts on this town hall and let us know what topics you’d like covered in the future by sending feedback to feedback@nsm-seating.com.

NSM's Position on CMS's Redefinition of E0986 Coming Soon

NCART, with the Manufacturer coalition, has successfully earned a change in the E0986 code description defining power assist devices. CMS acknowledged that “Push-Rim Activated Power Assist” has become a dated description, given the advancements in technology and the multitude of ways power assist can be temporarily added to an MWC system to achieve propulsion assistance.

The new definition of E0986 is effective October 1st and simply reads: “Manual Wheelchair Power Assist System.” NSM is excited about future opportunities for more diversity in drive characteristics; however, we are waiting for those items to be PDAC code verified and for the official Policy Article to be updated. CMS did not change the rate for coverage and did not discontinue the other two codes describing Tiller Power Add-Ons, nor Joystick Power Add-Ons.

For now, things have not changed with the current products. We will keep you posted on updates as soon as we can.

Powering Possibility: NSM Introduces Exoskeleton Provision Phase 1

NSM's venture into bionics and lower extremity exoskeletons represents a groundbreaking step in the convergence of robotics, healthcare, and human mobility. By investing in advanced wearable technologies, NSM aims to revolutionize the way individuals with mobility impairments regain independence and quality of life. Our company's focus on exoskeletons — wearable, powered devices designed to enhance or restore physical movement — shows promise for individuals with L5 to T3 spinal cord injuries. NSM is well-positioned to lead the charge in making bionics a viable and accessible part of everyday life.

Click here to view a list of the NSM branch locations in 10 states across the country that are participating in Phase 1. If your branch is not part of Phase 1 but has a specific client opportunity, please reach out to Stacy Clouse to discuss inclusion in the rollout.

Phase 2 is planned to expand to all eligible states in March 2026.

Eligibility: We only accept clients with Traditional Medicare as Payer 1 or Workers' Compensation. NSM currently has 8 clients we are preparing for evaluation.

Visit the Exoskeleton Product Resource Page to access: NSM Standard Operating Procedures, LMN Template, Digital Brochure and more helpful materials.

Holiday Closure Sign to Comply with CMS Requirements – Download & Post by November 3, 2025

To prepare for the upcoming holiday season and comply with CMS requirements, NSM is providing a holiday closure sign for all branch locations. Please download, print, and post the sign on your front door beginning on November 3, 2025, and keep it displayed until January 2, 2026. To access the downloadable files, visit the 'Leader Resources' page on WNSM.

How We’re Sharing Holiday Closures:

Branch Sign: [Click here to download] the sign, print it, and post it at your branch entrance. Check periodically to ensure it remains visible.
NSM-Seating.com: Closure dates will be listed on the company website.
Google Business Manager: All branch listings will reflect holiday hours.
Social Media: Closure dates will be shared on NSM’s channels.
Customer Email: Standalone emails will go to clients and referral partners.
Monthly Minute: Holiday closure dates will appear in the October–December referral partner newsletter.

Please inform your team so they’re prepared to answer client questions. For any inquiries, email feedback@nsm-seating.com.

ATP Pulse Calls: Connecting Our Teams and Advancing Our Mission

NSM’s Director of Product Management, Stacy Clouse, hosts ATP Pulse Calls on the third Friday of every month. These sessions are open to all ATP/RTS team members and Regional Area Directors, offering valuable insights into key updates across the business.

If you miss a live session, you can access recordings anytime through NSM University — perfect for catching up or for Branch Leaders who want to stay informed.

Each month highlights a new focus area, including product launches, process improvements, best practices, and organizational updates that support our shared mission.

Click here to view the ATP Pulse Calls on NSM University

Recent Topics:

August: IT Safety Best Practices / Ki Mobility Klaxon Twist Adaptive Drive Feature
July: RESNA CEU – ATP Ethics
June: Permobil TiLite Z and TiLite X Product Roadmap

NSM Ends September Strong with a 4.4-Star Google Rating

NSM closed out September with an overall 4.4-star Google Review average across 205 reviews. A huge thank you to everyone actively “just asking” happy clients for reviews—you’re making a real difference!

Below is a breakdown of September results by division, 2025 year-to-date (YTD) performance and a breakdown of Google Review averages.

September Google Review Rating Update by Division

Access Standalone: 4.2 (5 total reviews)
Canada: 4.8 (37 total reviews)
North Division: 4.3 (59 total reviews)
South Division: 4.5 (79 reviews)
West Division: 4.0 (25 reviews)

2025 Year-to-Date Google Review Rating Update by Division

Access Standalone: 4.7 (71 reviews YTD)
Canada: 4.8 (279 reviews YTD)
North Division: 4.3 (476 reviews YTD)
South Division: 4.5 (709 reviews YTD)
West Division: 4.1 (286 reviews YTD)

Branch Snapshot

55% of NSM branches are hitting 4.0–5.0
15% of NSM branches are on the cusp of our 4.0 average goal at 3.5–3.9
30% of NSM branches are below 3.4

Pro Tip: Positive Google Reviews = higher star ratings. Keep “just asking” happy clients—it works!

Helpful Links

Click here to download and view the current leaderboard.
Click here for helpful Google Review Resources.

NSM Driver's Corner: Important Reminders for Your Teams

The Fleet Team has some exciting updates to share! Please take a moment to review the latest news below and cascade these quick reminders to your teams.

Auto Insurance Renewal (2025–2026)
New cards will be issued in late October. A notification will be sent once they’re ready. Remind your team members to keep one printed in their vehicle and a digital copy on their phone.

Union Leasing Maintenance Cards
We’re switching to QR cling stickers! Your teams should place the sticker on their windshield (without blocking their view). Repair shops can simply scan the code for approvals.

In-Network Repairs Now at 94.5%!
Thanks to your efforts, in-network maintenance improved from 76% to 94.5% — unlocking better discounts and faster service with partners like Firestone, Goodyear, and Jiffy Lube.

Find a Preferred (In-Network) Maintenance Provider Near You
Visit unionleasing.com/find-a-vendor/ to get started.

Azuga Update
Azuga connectivity is now active in 90% of company vehicles! It helps us track safety alerts, collisions, and performance data.
Need help? Email fleet@nsm-seating.com

Fuel Reminder
Only Mercedes vehicles need premium fuel — All others: use regular unleaded.
Tip: Check the inside of your fuel door to confirm.

Accident Reporting
If you have a team member in an accident:

Get medical help first.
Call Fleet Response (800-338-0619) — they’ll coordinate towing, rentals, HR alerts, and claims.

Your Fleet Team is here for you! Reach out to fleet@nsm-seating.com any time with questions or support.

Welcome, Healthcare Equipment Team, to NSM!

The Healthcare Equipment team in Durham, NC, has officially joined the NSM Family! This experienced team of eleven brings more than 30 years of service to the Durham, Raleigh, and Chapel Hill communities and a deep commitment to exceptional client care.

Please give a warm welcome to Sara, Megan, Jim, Chris, Charlie, Kenny, Sam, Natalie, Kevin, Yvonne, and Lori as they join the Mid-South team as Branch 291 – Durham.

PEOPLE

Open Enrollment Alert: Confirm Your Info in UKG is Accurate & Remind Your Teams to Do the Same!

NSM’s 2026 Benefits Open Enrollment is just around the corner!

Now’s a great time to make sure your contact information in UKG is current so you don’t miss any important updates or mailings about your benefits.

Please take a moment to confirm the following details:

Home Mailing Address – New ID cards, vendor mailings, and key Open Enrollment reminders will be sent to your home address.
Mobile Phone Number – We’ll send friendly text reminders during Open Enrollment. (You can opt out anytime if you prefer not to receive texts.)
Personal Email Address – Keep this updated to ensure you receive all benefits-related messages.

Click here for a quick job aid on how to update your personal information in UKG.

Flu Season Reminder: Complete Your Vaccine/Waiver

Flu season is coming, and NSM wants to keep everyone healthy! Influenza can cause serious complications, especially for children, older adults, and the medically fragile populations we serve.

Get Vaccinated:

NSM strongly encourages the flu vaccine, but it is not required.
Cost is likely covered by your benefits.
Vaccines are available at local pharmacies (Walgreens, CVS, grocery stores) and doctors’ offices—often with perks like gift cards.
Employees may get vaccinated during working hours for convenience.

Who Should Avoid the Flu Shot:

Children under 6 months
Anyone with life-threatening allergies to the vaccine
Individuals with a history of Guillain-Barré syndrome (consult your doctor first)

The flu vaccine is safe, low-risk, and far safer than getting the flu.

Important: While vaccination isn’t required, submitting your Influenza Vaccine Acceptance/Waiver form is mandatory each year. It’s fully electronic - click here to submit your response.

Share the Moments That Move Lives!

We want to spotlight the amazing work you and your teams do every day to make a real difference in our clients’ lives—helping them stay active, independent, and moving through life.

Send us your client stories so we can celebrate your mission moments across NSM, on social media, and beyond!

Submission is simple! Email Feedback@nsm-seating.com with the following:

Your client story
A photo of your client
Completed client media release form (signed by the client or caretaker)

**Engage Clients & Partners with NSM’s Let’s Get Moving Journal**

Have you explored NSM’s Let’s Get Moving Journal lately? Its goal is to inform, inspire, and empower—celebrating independence, highlighting key topics on mobility and accessibility, and encouraging readers to live life to the fullest.

These articles are a perfect touchpoint to share with clients and referral partners, covering topics like accessible travel, helpful tips on everything from prior authorization to preventive maintenance, toa day in the life of NSM clients, back-to-school tips, and more. Click here to view and share the latest articles.