Beyond Written Records: 4 Ways Therap’s Video
Documentation Empowers Staff and Individuals at Richmond Residential

In the I/DD field, written records are essential for tracking services and meeting compliance standards. However, when it comes to person‑centered practices, text‑based documentation has its limits. Nuances like unique communication styles or specialized support techniques can be difficult to convey in writing, and traditional paperwork rarely captures the direct voices and perspectives of the people receiving services.

Recognizing these gaps, Therap developed a Secure Video Documentation tool within its electronic documentation system, giving providers a reliable way to enrich their written records with dynamic videos that bring person‑centered practices to life.

Richmond Residential Services, Inc. (RRSI), a non‑profit service organization in Virginia, was one of the first agencies to adopt this tool. To share their experiences, three RRSI team members and a self‑advocate recently partnered with Therap to host a virtual panel.

Here are four key takeaways from the event on how videos can transform I/DD documentation:

1. Humanizing Documentation and Adding Context

   Staff use written records to learn about the individuals they support. Yet, traditional care plans are frequently clinical and surface‑level, leaving team members with basic facts rather than a true sense of who a person is.

   During the panel, Jeremy Robbins, Therap’s Director of Strategic Initiatives, noted, "Data tells us what happened. But it's really personal stories that help us to understand why it matters." Video is a great way to show those unique details and give staff a deeper understanding of the individual. Whether it is showing how an individual likes their living space arranged or highlighting the daily routines that make them feel most comfortable, these clips give valuable insights.

   Maddie Olson, a Residential Supervisor at RRSI, has witnessed this benefit firsthand. She shared, "I think seeing a video specific to each individual—it's humanizing. When you're reading data…you don't have the real‑world connection to reference. In a video, you get a peek into their personality."

2. Providing a Platform for Self-Advocacy

   In addition to helping staff better understand the people they support, video documentation also offers an opportunity for individuals to have a voice in their own records. Therap’s “About Me” Video feature serves as a platform for people to speak directly to their support teams about who they are and what matters most to them.

   Brittany Lee, a passionate self‑advocate who has received services at Richmond Residential for over 15 years, spoke during the panel about why visual introductions are so powerful: "Videos help you get to know an individual just the way they are," she said. For Lee, making an “About Me” Video was a chance to share her story and encourage her peers to do the same. "It was all so fun to do. I wanted people to know that you could do anything if you put your mind to it," she said.

3. Clarifying Communication Styles and Support Needs

   Some aspects of daily support, such as unique communication styles and support techniques, are hard to explain on paper. Adding videos to documentation allows instructions and examples to be demonstrated to staff, helping them understand exactly how to interact with and assist an individual. When staff are clear on these details, it promotes consistency in supports across all team members

   For RRSI, video documentation has been an effective way for staff to familiarize themselves with the varying ways individuals communicate, including speaking, sign language, body language, or visual aid cards. For example, they recorded a video of an individual and a trusted DSP interacting to show exactly how the individual communicates in real time. Olson noted, "We're not speaking for [individuals], we're speaking alongside them to make sure that their communication style is integrated, but it can be easily understood by [staff] who may not be as familiar with them yet."

   Video is also valuable for showing how to physically support individuals. Jocellyn Perry, RRSI’s Quality Assurance Director, shared that the team made a video of an individual with multiple sclerosis (MS) and their occupational therapist showing their falls prevention plan. "It was such a meaningful and impactful video," Perry said. Wakita Pollard, a Direct Support Professional at RRSI, agreed, noting that the video gives staff clear guidance on how to support safe movements and assist the individual if a fall occurs. "If it weren't for the video, some people may not know, because he's not going to just come out and tell you," Pollard said.

   This wasn’t a checklist of what to do when an individual falls—it was a person showing staff exactly how to support them when they need it. Perry shared, "It empowered this person to say, ‘I'm very vulnerable when I fall and here's how I need support in my most vulnerable time in my apartment.’ There's no way that you could capture that essence in a document,” she said. “To get the very essence of that in a video was priceless."

4. Enhancing Staff Onboarding and Training

   Incorporating videos into documentation is a powerful way to onboard and train employees. Many people absorb and retain information better by watching a short video clip than reading pages of text. Pollard recalled her initial excitement about video documentation for this exact reason, noting, "I was excited for new staff coming in to be able to have something to actually visually see what the clients need and want, as opposed to just reading it."

   The benefits extend well beyond initial orientation. Perry emphasized that watching videos has been helpful to all staff, regardless of the length of tenure. "We can go on and on about all of the teaching and coaching that happens in real‑time in a video," she said. She believes incorporating this visual component is key to building a highly skilled team. "If you are asking your staff to demonstrate person‑centered thinking and person‑centered interaction, the videos are going to be a tool to get them there and become more competent with understanding how to support individuals," Perry stated.

Getting Started with Video Documentation

What began as a pilot project at RRSI has successfully transitioned into an operational standard. Perry highlighted this commitment, stating, "For us, it's not a 'we would like to do it.' It's a 'have to.' It is something that we will always have as a part of our enhanced case management processes at Richmond Residential." Standardizing this practice ensures that the agency's records reflect the human element at the core of their mission. Olson summarized the ultimate impact of this shift: "Video documentation is going to be a way for people's light to really shine—for you to truly showcase that person‑centeredness and let the individuals speak for themselves."

For I/DD providers looking to adopt this visual approach, having the right system is essential. Therap’s Secure Video Documentation module offers a streamlined, HIPAA-compliant way to record and upload clips directly into agency files. Here are a few ways the tool can be used to enhance your daily documentation:

• “About Me” Video: Empower individuals to introduce themselves and share their likes, dislikes, and how they prefer to be supported.
• Support Plans: Demonstrate individuals' progress toward goals and model support strategies for staff, promoting clarity and consistency of supports.
• Daily Notes: Enhance daily notes with visual context, capturing key moments and details to keep staff accurately informed.
• Incident Reports: Supplement written incident reports with video to capture crucial details and provide accurate visual context.

By adding these detail‑rich videos to documentation, provider agencies can create more comprehensive records, better equip their teams, and improve overall outcomes for the people they support.