Innovative Care Services: Reclaiming Time for Direct Support with Therap’s Electronic Documentation System

Innovative Care Services, a non-profit located in Wisconsin, supports over 650 clients through licensed residential homes, community-supported living, and mental health services. The organization faced a common challenge in the human services industry: managing paper documentation for a large client base. With over 300 staff spread across the state and 60+ locations, paper became an insufficient method of documentation and communication for Innovative Care. Recognizing the need for a change, they implemented Therap Services’ electronic documentation system.

“We were completely [on] paper,” recalls Becca Hrdlicka, Vice President of Operations, who was part of the team that implemented Therap at Innovative Care. At the time, staff primarily relied on physical records, sometimes taking pictures of documents and texting them when electronic sharing was needed. This approach made it challenging to read handwritten notes and limited their ability to track data effectively. “We couldn't run any reports. [We had] no data tracking – nothing to be able to find trends,” Hrdlicka explains.

The geographic spread of Innovative Care exacerbated the challenges of paper-based record-keeping. While local managers had access to paper records at their respective sites, mid-level managers overseeing multiple locations spent a significant amount of time traveling. “We were all on the road so much,” says Hrdlicka. “We needed a way to help our local managers and local staff without having every level of management on-site at every single location.” Implementing Therap provided a centralized location to store documentation, allowing managers to access records remotely and support staff more efficiently without the need for constant travel.

Now, having that visibility [Therap provides], we can problem-solve and find solutions a lot quicker with people that aren't necessarily [on-site] day-to-day.

The benefits of using Therap at Innovative Care have been substantial. "It has been a game changer," Hrdlicka states. The platform has reduced travel costs while also enhancing the level of support provided to staff. With easier access to client information, staff can collaborate more effectively and quickly find solutions. "Now, having that visibility [Therap provides], we can problem-solve and find solutions a lot quicker with people that aren't necessarily [on-site] day-to-day. We can catch our nurse up to speed very quickly on a client situation,” Therap also helped streamline Innovative Care’s auditing process, saving significant time and effort. “You want 30 days of case notes? Absolutely, not a problem. Three minutes, tops,” exclaims Hrdlicka. “We even get positive feedback from our funders,” she states, detailing the speed and ease of access of reports. “Because it's a click of a button now.”

The biggest benefit of switching to electronic documentation? “We spend more time with our clients. What you can accomplish by using [Therap] is buying back face time and providing the actual service,” Hrdlicka explains. Reducing time spent on documentation and administrative tasks has allowed staff to focus more on direct support. “When you think about a DSP shift, 95 percent of it should be client-facing. That is our goal, and Therap has really helped with that.” Reflecting on Innovative Care’s implementation of Therap, Hrdlicka emphasizes the value of a reliable documentation system. “It makes so much of a difference in the work that we’re able to do and the impact that we’re able to provide.”

We spend more time with our clients. What you can accomplish by using [Therap] is buying back face time and providing the actual service.

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