Beyond the Binder: Mainstay Life Services’ Electronic Documentation Success

Over the past decade, many human services agencies have transitioned from paper to electronic documentation. However, countless organizations have yet to make the change – is it worth the effort? For Mainstay Life Services, a non-profit service provider in Pittsburgh, Pennsylvania, the answer is a resounding yes.

Mainstay Life Services supports over 300 individuals with intellectual and developmental disabilities through a range of services, including residential supports, life sharing, employment and therapy services, and behavioral supports. In 2017, Mainstay decided to transition from traditional paper documentation to Therap’s electronic documentation system. This shift has given Mainstay’s staff instant access to vital information, eliminating the delays and inefficiencies they experienced with paper records. With real-time data at their fingertips, Mainstay is able to make more informed decisions that benefit the individuals they support.

“It was a big transition to get people to let go of paper,” says Brandy Chestnut, a Systems Analyst at Mainstay. The shift to a digital documentation system was particularly daunting for staff less comfortable with technology. “[There was] a lot of hesitation… people weren't comfortable using computers,” Chestnut recalls. However, Mainstay persevered, recognizing the long-term benefits of an electronic documentation system. Through consistent effort and training, staff embraced the new platform. “Now that most of the paper is gone, people know how to manage [electronic documentation] better,” Chestnut states.

Our DSPs appreciate the fact that when they go on medical appointments [with people they support], they can pull up information right there at the touch of a button.

Mainstay staff value the instant access to information Therap provides. "Our DSPs appreciate the fact that when they go on medical appointments [with people they support], they can pull up information right there at the touch of a button,” Chestnut says. "You no longer have to carry that big binder wherever you go." With Therap’s mobile app, staff can enter data on the go, eliminating the risk of lost paperwork or forgotten details. "It's nice having the mobile app where you can enter information right there on the spot," emphasizes Chestnut.

The data collected through Therap has been instrumental in helping Mainstay make informed decisions. "The most valuable thing that [Therap] has offered is… all the data that we're collecting – we’re able to use in so many ways,” says Chestnut. “We're a very data-driven organization." With the ability to track organization-wide trends, monitor individuals’ progress, and identify trends over time, Mainstay has been able to ensure compliance with regulations and quality supports for the people they support.

In addition to the basic modules of the system, Mainstay also benefits from Therap’s innovative new features, including “About Me” video attachments. “We did a pilot with a few people that are supported. They recorded a video of things that they like to do and things that they don't like to do,” explains Chestnut. “The people that were recording their own videos loved that idea… That's the benefit of it, it's not from someone else's point of view. You get to hear directly from them.”

Chestnut emphasizes the strong collaborative relationship they have built with Therap, noting the company’s ongoing support and responsiveness. "The support that we get from them, it's been great throughout the years,” Chestnut says. “Whenever we want to expand or add a new module, they're always right there to help you implement it.” This partnership has played a crucial role in the organization's transition from paper to electronic documentation. "It has allowed us to expand and grow in ways that I don't even think we predicted back then.”

The most valuable thing that [Therap] has offered is… all the data that we're collecting – we’re able to use in so many ways.

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