Whirlwind summer. Bring it on!

Shannon CrawfordJust taking a moment to type in the last month or so of activity. I was lucky enough to speak at the New Mexico Therap conference and meet some friendly folks May 29-30th. I got to glimpse into what it would be like to work in a state where Therap was mandated. I now have a totally different perspective on the challenges of client movement and data management with linked providers. I also woke up to hot air balloons, road up a wire in a wobbly cart to the top of a mountain, and got out before the fires started in Santa Fe.  (I swear it wasn’t me.)  Then it was back to Texas for me.

I spent a good three weeks prepping for and attending two major training events for the provider Mosaic. I spent two solid weeks on the road working with members of Mosaic’s performance services team to train Subject Matter Experts (SMEs) on the use of ISP modules including ISP data, ISP programs and ISP plans. What we learned, repetition is everything. Saying “ISP plans” is redundant but important. Getting into the system shortly after training is key.  Putting Miama Heat logos as screen savers on computers used for training right when the San Antonio Spurs are in the NBA finals with the Heat can ruffle a few feathers ’round here.  Restaurants are not kidding when they say  giant spuds are really, REALLY large potatoes. Longhorns are alive and well in Texas.  I can still ride a horse, but the recovery is a little harder when you’re not 17.

Yes, there were so many lessons learned.  Texas hospitality is also alive and well.  I will continue to support folks technically and be their cheerleader throughout their six month project roll out. I am looking to the north to go visit some friends and agencies in Iowa as well who have already started implementing these modules. Note to all – building ISP programs in the system can take some time but seeing the end product in action is a lot of fun. Staff love entering ISP data and Q’s/ case managers/care coordinators really like the efficiency of reports!!

Throw in a house renovation project or two and time spent with dogs, family, and friends and it’s one busy summer!!!! Wish me luck.

Taking Care of Business

Seems like with every new project we have to forget the stuff we just learned. I hear that occasionally in my job as agencies roll out ISP plans and have to adapt AGAIN because they had put all their efforts into making a T-log or GER do everything (that maybe it did not need to do). Don’t get me wrong.  I like seeing people use their tools and do all sorts of creative things with them because they are new and better than the old tools.  I wrote an article for a monthly distribution for Mosaic just recently as they begin to implement a big CHUNK of modules after just finishing another chunk. The emphasis basically is don’t lose what you worked so hard to start when you move on to the next big thing.

My dad would be so proud to know I likened it to checking the car before going on a road trip.


Here’s an excerpt from the article:

“Check your internal systems. Before taking on any new project, make sure you are ready. In this case, check to see if you have a clear understanding and expectation of what your current system/policies/processes are around the stuff you just learned. Do you need maintenance?  Take a survey around the office just to check if you are ready to go. If the answers to these questions are uncertain, agencies may want to clarify roles, responsibilities and expectations before moving into new territory.”

What it boils down to is 1).knowing where you have been and recognizing your progress, 2). knowing where you are and being comfortable in your routines and with your current tools, and 3). knowing where you are headed so you know what to keep and what you can adapt.

The theme was nice but all I want to do now is take a ROAD TRIP!!!!  Somebody pay for my gas please. Carpool?  Anyone????


…and here are some pictures of ducks.


Hide and go duck

bashful duck

By |2016-11-03T10:15:29+00:00April 23rd, 2013|Categories: Shannon Crawford's Posts|Tags: , |Comments Off on Taking Care of Business

Reports I wouldn’t live without

Those who know me know I’m a big fan of reports and all things data. I admit, I can be quite geeky. What can I say, I love trending. I love clicking a button and having data pulled, arranged, searched, refined and re-defined in an instant. My brain used to have to take on such a task with multiple charts and reams of paper that other people could easily come and mess up at any given time. I now have a lot of free space in the ol’ noggin and a little extra time to fill up with other things like reading for pleasure or playing this new game kids call “Angry Birds.” (I know it came out a while back but I have been busy filing and protecting my charts from people who’s sole purpose was to mess up my data.) Just saying thanks to the brain(s) who came up with the report library and activity tracking features.

Here is a “top ten” list of reports that are either very useful in measuring benchmarks or ones often requested by agencies with whom I work and why:

Not in Report Library but very helpful:

  • Demographic reports – good for grant writing, audits, and census. Quick glance to check if your IDF data is accurate in the system.
  • Event report (GER specific) – Reports on approved GERs can be made and fine tuned to include whatever you want including event dates, approval dates, types of events, details, review comments,etc. Great for safety committees and tracking trends across programs.
  • ISP data search – allows you to review program info and create an excel report for review prior to billing. Waiver contracted professionals can create invoices and QA can review easily.
  • Due Medications – every nurse’s and manager’s friend!  The name speaks for itself.

In Report Library:

  • Birthday lists by program : It’s simple sure, but there is one in every agency and every department wherever you go.
  • Shared contact List : Your virtual Rolodex of doctor’s, dentists and any contacts that the agency uses.
  • Individual’s shared contact report is also helpful preparing for audits where professional’s credentials need to be verified.
  • T-log read status report : Good to review with programs for accountability.
  • Password change and Password expiration: If you have password expirations set up in the system, this report will warn you when the next round of password lock outs will hit. Password expiration reports will tell you users who are not/have not been active in the system.
  • User Access reports : Very helpful to see users who are no longer working and make adjustments/audit the admin side of the system. Good for helping prep for audits. For agencies just starting in Therap, this is a good report to print and circulate to make sure all staff are assigned to the right place/individual in the system.

With these reports, as well as others, when accompanied with Activity Tracking and search features in every module, Therap has a very good and useful way of not only seeing data in the system but making it meaningful and flexible.  If you have favorites, please share by commenting. Don’t forget to add why you love it.

By |2016-11-03T10:15:29+00:00April 3rd, 2013|Categories: Shannon Crawford's Posts|Tags: , , , , , , , |Comments Off on Reports I wouldn’t live without


Surviving as a Therap Admin may be overwhelming for some, but I like to swim in the deep end.  Therap Administration is the part of my job I love the most. There’s work and there’s your life’s work. Administration is the type of work that I would sacrifice a weekend for.

I have assembled the five most common Therap administration tools I use daily.

      Activity Tracker is my go-to tool for solving the most commonly reported issues, i.e., “I can’t login”.

Since retirement of Last Login, Activity Tracker can be used to track the same information. Activity Tracking for login information, (both      successful and failure) is as simple as selecting the necessary Activity Type and then Search. Login failures will show you if it was the result of:

  • Password mismatch (user entered the wrong password)
  • Password expired (password needs to be reset)
  • User is not active (the user account has grown stale and needs to be reactivated)

Knowing the difference between these two roles is key to cutting your problem solving in half. For me, I simplify the difference as:

  • If its the User experience working with the individual, then its most likely a Super Role solution.
  • If its the User experience with access, then it is likely an Agency/Admin Role solution.
    There is no pragmatic absolute with these two rules, there are always exceptions. Most of the time I can cut to the chase when I keep it simple.

A User account has one of four statuses. Aside from Active, the most common status I find are Inactive or Locked.

  • Inactive status accounts are mostly ones where the user password has expired. When the user tries to login, they will be greeted with ‘Login Failed’.
  • Locked status accounts are a direct result of the User entering the wrong password too many times.In both cases, the admin job is a 30 second fix. Unlock or activate the account, and for good measure, reset the password.

As admins, we should monitor Therap health and usage for our agency. It is much easier to prevent a crisis from occurring with diligent checks.          These are my “go-to” checks I run weekly.

  1. Login Details: This report will show you the number of logins per User, Total logins and Unqiue logins.
  2. New Count Report: Total S-Comms.
  3. Provider Summary Report: This report will show you totals of Active/Inactive Users. If you have many inactive users, identify who they are from the Dashboard User List. It may be time to inactivate accounts.
    NOTE:  Inactive Users total in the Provider Summary report is the sum of Inactive, Locked, Deleted and Pending Users.

Generally available nearly 20 hours a day, 7 days a week. With coverage split between Therap teams in the United States and Bangladesh. Therap Live Help is another great tool to keep in your arsenal.

Make a cheat sheet for yourself. If you only access these tools once a week, or only when a problem is reported, you will be able to quickly re-familiarize yourself with navigating the Therap waters.


By |2013-03-24T19:02:47+00:00March 24th, 2013|Categories: Gregg Staroscik's Posts|Tags: , , |3 Comments

The Only Constant is Change…

If you were following me via the Certified Trainer Blogs… I must apologize for being remiss in my blogging duties!  Here’s what I have been up to…

In October, we launched the Mosaic Rockford, IL agency in the “Phase 1” skills.    This included T-Logs, GER’s, SComm’s, admin tasks and a back-up plan.  (BTW – if you are ever in the area, eat at the Green Fire).   Once I completed this delivery, I was right at 1000 new, Therap users trained in Iowa and Illinois inside of 10 months.  Whew…

In November, the Midwest Region “pilot agencies” began the process of preparing for and launching the ISP modules.  Effectively, we restarted the training cycle by introducing “Phase 2” into the roll-out process.  The Western Iowa and Macomb, IL agencies are now on their way with their deployment plans.

In December, I initiated the Phase 1 training for our “final” agency in the Midwest Region.  The North Central Iowa agency consists of 3 locations separated by 120 miles.  I trained  the team in Nevada, IA…. then, I had to “pass the torch” to the RTC team to train Clarion and Forest City in January.   I was offered and accepted the HCBS Habilitative Coordinator in Des Moines.  The position started on 12/17.

So….I’ve been a little busy.

While I do miss being on the “leading edge” of Therap deployment within the organization (all I did was eat-sleep-drink Therap), seeing the impact of the platform at the local level is extremely rewarding.   The huge upside is that there are those who want access to additional modules -now- because of the increased efficiency via the use of a single source, cloud based system.  The benefit is painfully obvious.  Heck, I hear tales of Direct Support Staff who try to put everything in a T-Log and “forget” about the paper record, because of the desire to move forward.

In my new agency role, when I now participate in the “old methodology”… that being of paper shuffling… I have to stop myself from asking the snarky question, “Does this come with an abacus?”   It’s no wonder people are ready into the roaring 2000’s.  There are tools out there to help us do our job better and more efficiently.  This translates into more quality time with the people in your service.   Now that staff have a taste of Therap…it’s tough to pull back on the reins.

But, be planful in your deployment tactics.  It would be very easy to “over run your headlights” by turning everything on and tell your team to have at it.  Without a plan and timeline that carefully considers your organization’s capacity to replace paper with Therap, you’ll only invite trouble, confusion and frustration.

  1. Communicate.  Communicate.  Communicate.
  2. Be VERY clear on what you want to accomplish.
  3. Determine what you want the data to produce when all is said and done.
  5. Pick your modules…and not all at once.
  6. Did I mention communicate?
  7. Tool up.
  8. Do your prep.
  9. Train.
  10. Launch.
Let your organization acclimate to the new platform before you move forward.  Let front line staff master the skills of the initial modules before adding another layer.  Give them time… but set a goal.  Work expands to the time given to do it.
Trust me, your teams will let you know when they are ready.  And it will be before the goal you set.
By |2016-11-03T10:15:32+00:00February 12th, 2013|Categories: Jeff Mau's posts|Tags: , , , |1 Comment

IDF Individual Contacts – Identify Mailing Contact Contacts in your IDF

Identify Mailing Contact Contacts in your IDF

For those Therap users who have added Individual Contacts to the IDF, but have not revisited then in a while…. you know who you are…. here’s a brief tutorial video I built to help my Mosaic agencies identify “mailing contacts”.

There are 3 parts to this 10 minute video….

1) Identify Mailing Contact / edit a contact on the IDF.
2) Add New Individual Contact.
3) Mailing Contact Report.

The audio at the beginning of each section is poor…but quickly improves.   Sorry.

To view, click on the following link.


IDF Individual Contacts – Identify Mailing Contact


We found that if a client is assigned to more than 1 program at the agency, the report will populate a Mailing Contact for each program.  This leads to duplication.

If you use this report to generate mailing labels, after you export the list to your spreadsheet program, you will need to use the de-dupe feature or manually remove the duplicates before you print labels or merge the list with another program.

By |2016-11-03T10:15:34+00:00October 12th, 2012|Categories: Jeff Mau's posts|Tags: , , , |Comments Off on IDF Individual Contacts – Identify Mailing Contact Contacts in your IDF

Mosaic Midwest Region Nears “Phase 1” Completion.

The Pontiac, Illinois agency completed their Therap Phase 1 training sessions and launched the week of September 10th.  76 staff attended the training sessions.  8 classes were offered.  With the addition of Pontiac, the Midwest Region now has 877 trained users of the platform, serving an estimated 481 individual.

“Pontiac staff were excited to use Therap”, stated Jeff Mau, Regional Therap Coordinator.  “Many commented on the benefits of having the data at their fingertips.  It was really fun to see staff light up when the began the realize the power of the platform.”

When trainings were completed on Thursday, September 13th, Pontiac began use of Therap at the stroke of midnight.  Data began to flow at the end of the overnight shift.  Content was spot-on.  Aside from the expected password issues (2 people required reset by 10:00am…which is actual very low), staff followed the trained protocols with little or no need for additional coaching.  The launch can be considered a complete success.

Rockford, IL  & North Central Iowa Agencies Are Next to Launch.
The final 2 agencies are preparing to receive Phase 1 Training.  508 of the 1385 staff in the region are all the remain to become Therap users.

Rockford, IL will be trained and launched in a 2 week period beginning the week of October 8th.  Target launch is October 19th.

The North Central Iowa agency presents some unique scheduling challenges.  Given the agency is in 3 specific markets (Nevada, Clarion and Forest City, IA), each launch cycle will be delivered as if the market was an individual agency.  This is required due to logistics and available resources.

Planning of the schedule is underway.  As of this article, NORIA, in total, is slated to be on-board effect January 25th, 2013, using the Phase 1 tools.

Therap Conference Held in Des Moines.
Therap held their first Iowa Therap Conference on September 19th & 20th.  It was a great learning opportunity for 20 attending Mosaic staff.

Therap offered information sessions over the 2 day event demonstrating detail and advanced user tips for the platform.  This afforded the Mosaic attendees to get a preview of the Phase 2, ISP modules as well as other exciting modules that have yet to be released for use in the field.

By |2012-10-11T13:05:19+00:00October 11th, 2012|Categories: Jeff Mau's posts|Tags: , , , , |Comments Off on Mosaic Midwest Region Nears “Phase 1” Completion.

Mosaic / Des Moines Launches Therap June 21st.

Executive Director, Carol Mau, assists DSA Cherry Okumah during Therap training

Executive Director, Carol Mau, assists DSA Cherry Okumah during Therap training.

  383 New System Users, Serving 171 Individuals.

Mosaic / Des Moines launched the Therap Phase 1 modules on June 21st.  Adding the “DESIA” agency increased Mosaic’s Therap users by 383 and tracked individuals by 171.  The launch process started in February and included several planning sessions to insure a successful and “pain free” move from paper to the cloud based, data platform.

Training sessions began on June 4th and were conducted for 3 weeks.  Each session lasted and average of 3 hours. Sessions were offered 3 times a day for a majority of the training window.

60 staff were trained at the Admin / SME level or the “Super User” curriculum.  17 Host Home providers, 306 Direct Support Staff and the Midwest Region’s first client were trained on the DSP skills.

“After the training sessions, I can appreciate the Phase approach to the Therap process”, commented Carol Mau, Executive Director.  “While we are simply altering where we record narratives, notes  and incident and accident reports, the new platform fundamentally alters the overall process.”

Mau added, “While we think we want all of the Therap modules right now, after the initial launch process, it is clear that the introduction of T-Log’s, GER’s, SComm’s and the back up strategy to the agency is plenty to start with.  We need to grow into the new platform and look forward to doing so.”

Mosaic / Des Moines DSA's practice Therap skills during one of the 42 training sessions offered in June.

Mosaic / Des Moines DSA's practice Therap skills during one of the 42 training sessions offered in June.

One of the biggest adjustments being made by the agency is the management of “real time” data.  In the paper environment, reports  took several days to circulate through the responsible staff for information entry.  With the advent of Therap, information is immediate and available for all assigned staff to review at will.

“The increased speed of information can be a bit overwhelming, but we are welcoming the change”, stated Jen Zajicek, Des Moines  Associate Director.  “I can tell you this… Since launching Therap, my ‘inbox’ has never been this empty!  The gain in efficiency is incredible.”

“I love the ability to learn what is happening at each group home as it happens”, said Zajicek.  “We can immediately identify possible issues and provide timely coaching for service improvement.  Something we could not always do with paper.”

By |2016-11-03T10:15:35+00:00July 31st, 2012|Categories: Jeff Mau's posts|Tags: , , , |1 Comment

Looking forward to the Iowa Therap Conference!

July has presented me the opportunity plan, plan, plan for the next part of the Mosaic Midwest Region deployment of Therap.  Remaining “Phase 1” deployment falls into August, September and October.   We will be launching Waukon, Iowa, Pontiac and Rockford Illinois respectively.  When these agencies are launched, I will have trained over 1100 staff.   (Only 210 to go!)

If my altered plan comes to pass,  I will be able to go to the September 19-20, Iowa Therap Conference in Des Moines!  If you are an Iowa Therap user, I would highly suggest that you consider attending.  I am looking forward to it.

I attended the National Conference last February and found it to be very informative.  If history is a teacher, the sessions will provide all sorts of opportunity to learn more “tricks” and detail that you would not normally look for on a daily basis.

You’ll be completely impressed with how accessible Therap leadership is.  Therap wants your input!  They will ask you more questions that you ask them!  Bring your ideas, suggestions…no matter how obscure you may think they are… Therap listens!

The biggest benefit will be the opportunity to talk to other Iowa Therap users!  Agencies have to comply with the same set of Iowa regulations.  The exchange of ideas and contact information will pay HUGE dividends.

Click here to learn more:  https://www.therapservices.net/conferences/?p=1622

See you there!  Register now.

By |2012-07-11T20:30:21+00:00July 11th, 2012|Categories: Jeff Mau's posts|Tags: , , , , |Comments Off on Looking forward to the Iowa Therap Conference!

Mosaic Osceola, Iowa & Des Moines, Iowa Agencies are LIVE.

Shame on me for not blogging… I have been a little busy.

Since my last post, I have been in the throes of launching 2 more Mosaic agencies.  Osceola / Chariton officially began using the “Big 3” modules on Tuesday, May 22nd and Des Moines implement the same modules on June 21st.

Since the last week of April, I have trained over 490 staff who provide care to over 260 individuals.  383 of those staff were trained in the last 16 days.  Needless to say… I can now train T-Log’s, GER’s and SComm’s in my sleep.

After all of this training, I am convinced that the hardest part of the class is logging into the system.  For some reason, login name, password and provider code tends to create the most confusion for a majority of new users.  I have yet to figure out why.  Perhaps the human being has a switch in the brain… perhaps when the words “case sensitive” are spoken, the ears are turned off?

You would think that new users would have issues with writing GER’s or T-Log’s… but, that is not the case.  Therap is so simple and intuitive, the content in these modules is typically beyond what was the expectation.

My friends, the most common mistake…user error…problem is……..wait for it…………..

“I locked myself out of Therap.  Could you please reset my password?”

Am I complaining?  No.

I find it absolutely amazing that a vast majority of new users of Therap can attend a 3 hour training course, and then begin using the system, just as easily as “a fish takes to water”.



BTW – I trained my first “Individual” at the Des Moines agency.  He cannot wait to access his notes.


Go to Top