improve and design new products, services, and features. The applications are designed to meet HIPAA and other security and privacy requirements.

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2 About Therap Services T herap Services, LLC is a leading web-based service organization providing cost-effective, secure online communication and documentation services for providers of support to people with developmental disabilities. Therap s suite of Individual, Staff, and Billing applications provides an integrated solution to the needs of the Developmental Disability community. We offer an automated system in helping providers move towards paperless documentation. Therap continually works in partnership with its users to Saves me a lot of time on the back end with data collection and things like that. Also we are always up to date. We used to run a month behind trying to get the paper documentation into the office and now it is just a click away. Pete Ratekin Behavioral Services Coordinator Cardinal Service Management, Indiana improve and design new products, services, and features. The applications are designed to meet HIPAA and other security and privacy requirements. Therap envisions promoting best practice applications by building global partnerships and delivering quality products and services to contribute positively to the developmental disability community. Therap 7.0 Released Supported Employment Tracking Staff Scheduling Attendance Tracking ISP Template Library T-Notes The 7.0 version of Therap Services has been released online. Therap 7.0 features five new modules as well as enhancements to existing applications. Log onto Therap and try them out. Please contact us at (203) if you need further information or have any questions regarding our products and services. Individual Support Modules 3 General Event Reports 3 T-Logs 3 Individual and Emergency Data Forms 3 Secure Communications 4 Behavior Tracking 4 Health Tracking 5 Additions to Supported Employment Tracking 6 Attendance Tracking 7 T-Notes 7 Enhancements to Therap Calendar 7 Individual Service Plans 8 Training Management System 9 Billing 10 Staff Scheduling 11 Putting the P in DSP 11 Customer Support and Training 12 Sponsorships 14 Sign up for a free DEMO Account Go to and click on the Request Demo Account link. Complete the account setup form with your name, address, and login information and choose the Therap modules you want to try out. Enter the code CL72 to get full access privileges for your DEMO account. Submit the form, and you will be able to login to our system right away. April 2007

3 April 2007 Individual Support Applications Therap Services provides a number of individual support applications to facilitate the process of event reporting and follow up, individual data storage, behavior and health tracking, and effective information sharing. General Event Reports Consider an example where an individual has been injured as a result of a behavioral incident. These two related incidents can easily be recorded in a single report with Therap s General Event Reporting (GER) tool. The General Event Report, also known as Incident Report, has been designed to make it possible to track multiple related incidents for an individual. Using the GER, staff can report and follow up on a wide range of incidents including injuries, behavioral concerns, and accidents among others. The GER also lets users track the comments of witnesses for each event. By simply entering the names of witnesses in a GER, users will get links to witness reports which will let them review detailed comments on what was witnessed during an incident. Other important information such as people notified, corrective action taken, and plans of corrective actions can be entered in detail. Users can review the information prior to approval and follow up later once a GER has been approved. The GER module has also been integrated with the Behavior Event Record module to facilitate the reporting of incidents during a behavioral event. Many of these incidents often need to be reported to the state in state-specified formats. The GER module has been made flexible to allow users to complete state specific incident reports. The number of state forms supported by the GER is constantly increasing to help our users meet the requirements for their respective states. T-Logs General Event Report Therap s T-Log module offers a simple and effective way to communicate information on daily events and activities within an organization. The flexible options related to T-Logs make them excellent replacements for communication logs and the other necessary daily documentation within a given program. T-Logs can be shared between programs; for example, a residence and day program can share information on individuals participating in both programs. T-Logs offer a follow up feature which is very useful in monitoring of specific situations that need daily, repeated documentation. Create T-Log Page The Mark as Read and go to Next feature makes it easy to read through large numbers of entries. All users who have read a T-Log are noted in the Read Status capability which allows one to view which staff members have read a particular T-Log. Photographs and other external files can also be attached to T-Logs. T-Logs can be used to document health and behavioral concerns, and act as staff-to-staff communication. Information can be efficiently shared and followed up on in a HIPAA compliant way. Individual and Emergency Data Forms The Individual Data Form (IDF) collects personal, contact, medical, and insurance information of an individual and maintains it in one easily accessible location. Using the IDF staff members can maintain essential information such as admission date, program enrollment date, race, religion, Social Security Number, Medicare, and Medicaid numbers. Two photographs of the individual can also be attached. continued on page 4 It has just made my life a lot easier. I am a lot more connected and I feel a lot more comfortable with what is going on out there. I think the staff they know that I am reading the stuff because I am responding back to them, and I think they feel better about it. That it is not just going somewhere with nobody bothering to read it. William Blevins Executive Director PrimeCare, Connecticut 3

4 One of the fascinating things about Therap is the constantly improving technology. It seems like they re always out there looking for better ways to do things, to make the process more efficient and to allow people to be freed up to concentrate on the quality of care. Marta Morin Executive Director Miami Cerebral Palsy Residential Services, Florida continued from page 3 When entering medical information in the IDF, users can easily refer to a list of ICD9 and DSM IV codes and select the medical diagnoses that apply to an individual. Users can also create medical contacts that will populate a database showing the medical providers listed on all completed IDFs Secure Communications Behavior Tracking One of the major challenges service providers face in giving care to individuals is to ensure that information is exchanged in a secure way. The Therap Secure Communications (SComm) module has been designed to facilitate the exchange of information among co-workers in a secure, HIPAA compliant way. The Behavior Tracking module lets behavior specialists create a behavior plan and record behavior events and intervention details as outlined in that plan. There are two major components of the Behavior Tracking module: Behavior Plan and Behavior Event Record. Using SComm staff members within an agency can exchange messages on administrative, personal, or individual care related issues. SComm can also be used to write to Therap Customer Support with any feedback or questions a user may have. SComm is easy to use with general features like Compose, Reply, Reply to All, Forward, and Delete. Emergency Data Form across the agency. They can also simply look up and add the physicians all ready included in that list to a given IDF. Information on the IDF can be updated by users who have been assigned the appropriate privileges. When an IDF has been approved, a copy of the information previously entered appears below each of the fields. Thus, when the IDF is being updated users can see what information is being updated against the all ready approved information. A subset of the information on an IDF is used to automatically generate an Emergency Data Form (EDF). When an IDF is approved, data is automatically extracted and placed in the EDF for an individual. With the proper authorization, users will be able to view an EDF and track whether the latest EDF for an individual has been printed. Internal reports (e.g. ISP, IDF, and others within the Therap system) as well as external documents (e.g. Word, and Excel among others) can also be attached to an SComm message. SComm messages have additional attributes such as notification level, purpose, type and topic. SComm Message SComm has a flexible recipient selection scheme that allows users to select multiple recipients based on user names, or a combination of super role (standardized job classification) and program. You can create custom user groups and send messages to a selected group of users. You can also create and manage personalized folders of your choice. Behavior Plan Using the Behavior Plan section one can enter target behaviors and interventions for an individual and specify which interventions are recommended and which are discouraged. Behavior Event Records can be used to record behaviors and their corresponding interventions. The Interval Data Report on the other hand can be used to record frequently occurring behaviors for an individual. This form of behavior reporting allows one to enter the number of times a behavior occurred during a given day in an hourly grid format. Reports can be generated in tabular and graphical formats. This allows for comparing the frequencies of certain behaviors over others as well as tracking frequently used interventions. Behavioral reports, as all reports, can be exported to Microsoft Excel for further analysis. 4 April 2007

5 Health Tracking April 2007 T he Therap Health Tracking module allows users to efficiently track different categories of health data and create detailed or monthly reports. It gives a flexible way to record and follow up on medical issues such as Vital Signs, Blood Glucose, and Medication History among others. The Health Tracking module currently includes the following sections to help staff members provide enhanced health care. Appointment The Appointment Tracking section lets users enter details of upcoming appointments for individuals. Contact information of physicians/specialists and hospitals is made available from pre-populated lists. Users can specify in detail the reason for appointment and record appointment results such as diagnosis, medication changes, and lab results and also follow up on future appointments. Blood Glucose The section has been designed to let users track blood glucose information for an individual. It can be used to record information such as date of reading, level of blood glucose, method used, and amount of insulin that was given. Height/Weight The section is used to enter height and weight measurements for individuals supported by an agency. Results can then be produced on a graphical or tabular format over a period of time for comparison. Infection Tracking The section is used to record detailed information on infection type, its location and the medication that has been given to treat the infection. Users can specify the infection type from an extensive list of infections listed with their corresponding codes. Intake/Elimination The section is designed to quickly record fluid and food intake on a daily basis. Information such as bowel movements and other output can also be easily tracked on the grid. Lab Test The section lets staff members schedule lab tests for an individual and track the outcome of those tests. Lab tests can include blood, urine, and swab among others. The description of the lab test and its preparation instructions can also be specified. Infection Tracking Medication History The section makes it easy for users to track different categories of medications for an individual. Users can simply select from a list of categories and maintain information such as dose, form, count, frequency, and route among others. Users can also look up the physician/specialist who prescribed the medication from the medical contact list. Relevant information such as side effects of the medication can also be recorded. Menses The section easily records and tracks information on the menstrual period for women. Respiratory Treatment The section is used to track respiration treatment an individual is undergoing. You can document important information such as pulse, respiration, oxygen saturation, and lung sound before and after a treatment. Seizures With this module, users can enter detailed information regarding a seizure. Users can simply choose from a list of descriptive options and also specify respiration and skin color conditions related to the seizure. Descriptions of post seizure behaviors, precipitating factors, and resulting injuries can also be added. Skin/Wound On this section, one can enter wound information for individuals who are undergoing close monitoring and treatment of injuries and conditions such as skin breakdown. Information such as wound type, wound stage and size can easily be recorded. Users can also enter information on the skin conditions and attach photographs. Vital Signs The section has been designed to allow users to enter readings for pulse, temperature, respirations, and blood pressure. One can specify the method that has been used to take these readings. Other relevant information such as lung sound and pulse rhythm can also be selected from dropdown lists. Monthly and Detailed Reports Monthly and detailed reports can be generated for all Health Tracking sections. This reveals clearly illustrated trends and changes of an individual s medical issues over a period of time. Reports can be exported to Microsoft Excel for further analysis. It is a lot easier because you can go back to exactly what appointment you want to check or what date you are looking for because it is there! Scroll down and it s there! You don t have to flip through pages and try to guess what day you went to the doctors. Diana Campbell Supervisor PrimeCare, Connecticut 5

6 I have not heard one negative complaint about Therap and their responsiveness to our needs. They have exceeded our needs. Linda Williams Chief Operations Officer Northern Hills Training Center, Spearfish, South Dakota Additions in 7.0 Supported Employment Tracking T he Supported Employment Tracking module is a new addition to the 7.0 version of Therap. This module is designed to assist agencies that employ people with developmental disabilities, both within sheltered workshops as well as within more independent vocational settings. This application will optimize the necessary employment record keeping including job definitions, wage determinations, pay calculations, and other supported employment-related functions. Like all Therap modules, Supported Employment Tracking supports multilevel access privilege for administrators, submitters and approvers. Using the module, Provider Administrators can create Wage Categories, Benefit Categories and Cost Centers (entities that pay for different employment programs). Provider Administrators are responsible for creating the Job List and maintaining it. Provider Administrators must also select individuals to assign as employees. Users can specify an employee's appropriate rates for different jobs. The job rates specified by users are used to calculate wages in different employment settings. The application includes the options to track work hours and completed amount of work by employees. (It can also track non-work hours, vacations, holidays and sick leaves.) Wage reports are then generated based on the specified pay period. During wage calculations, the application takes into account health and welfare benefits, minimum guaranteed wage, holidays, sick leaves, overtime dues and other benefit amounts. Employment Tracking Options: Jobs Job Rate Assignment Cost Centers Wage Category Benefit Category Time Tracking Bonus Pay Period Calculation Wage reports Pay period reports Pay Period Record Search Wage Record The application lets users create and maintain a Job List that includes the attributes of the various jobs available. Time Tracking Users with Employment Approve role will initiate and approve pay period records and generate pay period reports. The application includes effective search options for wage and pay period records that can be utilized as report generating tools. Reports can easily be exported to Microsoft Excel for further analysis and use. 6 April 2007

7 April 2007 Additions in 7.0 Attendance T he Attendance module is used to record daily attendance of individuals in their corresponding programs in accordance with the Billing Support module. The module will be used in assisting to generate the necessary billing data. Attendence Data Input Like other Therap applications, Attendance will support multilevel access privilege for administrators, submitters, approvers, updaters and viewers. Attendance Types and Codes are set by the Provider Administrator. A user with Attendance Submit role can then make the attendance entries for individuals who have specified Attendance as the Method of Data Collection in their Service Authorization. Enhancements to Therap Calendar in 7.0 The Therap Calendar enables users to better plan and manage different events for a program. The calendar provides users with an easy way to track and view appointment schedules, save day notes, mark dates for special staffing needs and other day to day events. In 7.0, the Therap Calendar supports the entry of recurring events such as daily, monthly and weekly activities; users will not need to make separate entries for each occurrence of the event. The Calendar has been integrated with the Staff Therap Calendar Scheduling module. When schedules are made for staff members, they automatically appear on the calendar. Also, the application supports a printable PDF version in 7.0 which the users will be able to view their day notes and print them as needed. Archived Data section. These are also available as Update History from each modified entry on the Attendance Record page. You can see a minimal version of the data with attendance options only or view all details with comments. The Display Printable option will generate an attendance record sheet that fits seven days onto one page. This feature is currently available with the following modules: IDF, ISP, ISP Template Library and GER. Therap will extend it to other modules in the future depending on users feedback. Attendance Record The Attendance Record page is color coded for easy viewing in-prep entries have a blue header, approved entries are green and billed entries are orange. Approved Attendance data can be updated by users with Attendance Update role and the previous version is then archived under the T-Notes There are many who like to use sticky notes while working with paper documents. They are easy, simple and can be very effective. In the 7.0 release of Therap, users are able to use T-Notes as sticky notes to electronic Therap forms. Users can attach sticky notes on certain Therap forms and reports such as the General Event Reports and Individual Data Forms. These T- notes can be created and removed easily from various forms by any user at any time. You may use these to convey small pieces of information or to make notes to yourself or other users working with a particular form. T-Notes on General Event Reports No additional roles are required to attach or remove a T-Note and anyone who views the corresponding form can also view its attached T-Note. Things that I noticed in Therap are that its very easy to use. In our background most of us are either social workers or people and we are not trained in the technology. So it quickly becomes apparent how easy it is to use Therap. Anne Levy Executive Director Catholic Community Services, Arizona 7

8 We can look at trends per individual, we can look at trends per house and we can look at trends per incident. This is what enhances the quality of care that we can give to our individuals. Camille Tapper QMRP, Administrator, Miami Cerebral Palsy Residential Services, Florida Individual Service Plans T he Individual Service Plan (ISP) is one of the most flexible applications offered by Therap Services. The module allows tracking of individuals teaching skills as well as generating the necessary accompanying reports. The ISP module can also comfortably act as a shift checklist to ensure that the Direct Support Professionals (DSPs) have attended to a particular individual s needs, as well as be a place for a running log of, for example, an individual s recreational activities or their case management notes. ISP Program Creating an ISP Program begins by simply clicking on New under ISP/IPP Program. The writer will enter in detail the long-term objective, the goal itself, and the reason for implementing the plan. Baseline dates, criteria for completion, and tasks can be added one by one. There is also an area for the teaching methodology where specific instructions can be outlined. Individual Service Plan In addition to the previously supported scoring methods (level of independence, completion, yes/no etc.), the 7.0 version of the ISP module includes the option to define and customize the scoring methodology on top of the options already supported by the system. The application takes a wizard type approach in taking the users through the steps of choosing scoring methods, number of fields and other attributes. The system also allows for different input methods of Grid and Non- Grid. Users can also create a new service plan by selecting an existing template from the ISP Library. ISP Data Entering data also begins by clicking on New under ISP/IPP Data and choosing the given individual and then the given ISP. A staff member will be asked to acknowledge having read the ISP before the system will allow data to be entered. Depending on how the ISP was designed, input (Grid/Non-grid) will vary between simply clicking on the task and choosing the appropriate score and entering the location and duration of an activity, as well as the relevant comments. ISP Reports The ISP application supports two types of reports: Programmatic and Clinician. A programmatic report will generate averages for the chosen time period. A report will automatically compare the averages to the baseline and the previous report period and allow for comments and recommendations. The clinician s report will organize the typed commentary, location, and the hours and duration, of the tracked activities. Both reports will display in a printable form to be added to one s quarterly or monthly report. In the 7.0 version of the application users are able to produce clinician and and programmatic reports on more than one individual s ISP at a time, as well as archive it within the system. Users will be able to export these reports in PDF and Microsoft Excel format. Given the flexibility and simplicity of this module, it is extremely helpful in goaltracking for both residential and day program settings. ISP Template Library One of the notable features added in the 7.0 version is the ISP Library. The feature allows you to create service plan templates. General plans can be developed for frequently used teaching strategies and can be applied to more than one individual. Users can save them for later use. When entering a new plan for an individual, staff members can pull out plans from this library and personalize it based on the specific needs of a particular individual. Users are able to save ISP templates as a draft to be completed later or publish it when complete. Draft templates can be deleted and published ones can also be discontinued. ISP Template 8 April 2007

9 April 2007 Training Management System T he Training Management System (TMS) is a tool that helps providers monitor and manage necessary staff trainings that are required by both state and agency policies and procedures. TMS for Training Administrators TMS has been designed in such a way that it allows you to define different training courses based on one or more classes, and multiple courses can then be used to create different curricula. This gives you the flexibility to train staff members by creating curricula for each of them based on a different combination of courses and classes that are required for their position. Training Administrators have the option to access training history of users and are able to view/update their training records. They will be able to update or delete records of previous Training Sessions as needed. TMS for Training Instructors Training instructors can publish results at the end of each session that has been conducted. Based on the published results, the training administrator can certify that staff members have successfully completed a class. The 7.0 version of TMS allows instructors to include additional users in training sessions so that a user who has not been able to sign up before may attend the session. TMS Reports Users can receive reports within TMS to view the time within which the certification of a class will expire agency-wide as well as the date when a training class was last taken by all users within the company. Training administrators and supervisors can also view reports on the result status for staff members in a particular class. TMS Report Training Administrators FirstPage A Training Administrator must first create new curricula which are made up of one or more courses. The enhancements made in the 7.0 version of Therap allows Training Administrators to sign up users for particular training courses. Each course is made up of one or more classes that consist of information such as total duration of a class, the number of sessions, the instructors who will conduct a class, and the period for which the certification of that class will remain valid. A training class can have one or more sessions, and each session can be conducted by an instructor on a specific date and time. Publishing Results in TMS TMS for Training Supervisors TMS allows Training Supervisors to choose a group of staff members they would like to supervise. They can sign up their group of staff members for sessions created by training administrators. User sign-ups can also be cancelled by administrators and supervisors. Training administrators, instructors and supervisors can set the notification options to periodically get updated reports from TMS on user sign up and other training activity TMS for all Staff Members Each staff member using the Therap system will have a My Training Class section within the right hand column of their FirstPage which allows them to view the training sessions they are signed up for, their results, and their training history. This section will also remind them of training certifications that will expire within a certain period. We are able to determine through the Training Management System when a person s training is going to expire. You can look at TMS and know who is going to need which training, they are then notified that their CPR, for example, is going to expire at a certain date, that we are going to be offering classes on this or that date and if they need to sign up for that. Greg Brundage Program Director Catholic Community Services, Arizona 9

10 The ability to summarize the data that has been entered in Therap is invaluable to us. The Therap applications can summarize and give us management type reports that we basically were unable to do with the pure paper-based system that we were employing. Carl Edwards Program Manager Northern Hills Training Center, South Dakota Billing Create service authorizations Track billable and non-billable service units Send professional claims with Electronic Billing Track status of claims manually using Therap T herap s Billing module has been designed to help providers track services given to individuals and the amount that is to be billed for each service. Therap s Billing module now also supports Electronic Billing for Medicaid. Service Authorizations The Billing module can be used to maintain a list of different funding sources that are paying for the services for each individual. Multiple Service Authorizations can be created for an individual. Each service authorization may include one or more services. For each service that is added to an authorization, you can specify information such as service description, unit of measure, unit cost, and amount. In the latest version of Billing Support, Service Authorizations also include Procedure Modifiers, Primary Diagnosis Codes, and Diagnosis Code Pointers for services. Billing Data When a service authorization has been approved staff members can record billing data for the authorized services. Information such as number of billable and nonbillable service units can easily be entered and the system will automatically calculate the number of remaining units and amount remaining within the service authorization. Users with appropriate privileges are able to update billing data. The application includes an additional option for users in Connecticut to generate a PDF version of the billing invoice form used by Fiscal Intermediaries for the State of Connecticut. Users can also generate the PDF directly from the Claim form. Billing Reports Billing summaries can be produced by users with the proper privileges. You can select different output columns (e.g. Authorization Number, Funding Source, and Service Description/Code among others) to be included on a report and export the result to Excel for further statistical analysis. Electronic Billing Electronic Billing has been introduced to assist providers funded by Medicaid. Users can create and send professional claims for a single or multiple individuals and for one or more of their service lines. Claims are submitted under a Billing provider and sent to the state Medicaid directly. Users can view the status of their claims as to whether they have been accepted. Rejected claims are sent back to the provider agency which can be resubmitted after making the necessary corrections. Electronic Billing Manual Billing For the users who do not use electronic billing but would like to track claims using Therap, the Manual Billing option has been added in release 7.0. A new section has been added to the claim form so that the claim s status can be manually tracked. The previous version is available to authorized users. Service Authorization Input Billing Summary Search 10 April 2007

11 April 2007 Addition to Therap Staff Support Staff Scheduling T he Therap Staff Scheduling module allows an agency to effectively manage the work hours of its staff members by creating weekly schedules. The Staff Scheduling module is very flexible. It allows you to set up schedules for all types of professionals from a staff member in a residential program whose work pattern is fairly consistent every week to a specialist working across multiple programs whose schedule varies widely from week to week. The application is linked with the Therap Calendar application. The staff members in a program can view their own schedules as well as their co-workers in their calendars. The module also allows you to see your schedule across programs. In addition, the module generates a PDF version of the schedules to support printing and ing. The module is divided into two sections- Master Program Schedule and Weekly Program Schedule. The Master Program Schedule creates one or more default schedules that can be used as templates to easily create Weekly Program Schedules. Master Program Schedule A Master Program Schedule is a default schedule that you can use as a template for creating Weekly Program Schedules for a program. A Master Program Schedule covers 1 or 2 weeks. Using a Master Program Schedule you are able to create weekly or bi-weekly schedules with a few clicks. Staff members working the same fixed hours from week to week can be included in the Master Program Schedule. If a staff member is scheduled for more than 16 consecutive hours and a total of 40 hours, the system will display a warning. Aside from the Therap users with specific roles in the program, it is also possible to add staff members in the Master Program Schedule who do not have access to that program. Users need to be assigned appropriate roles to be able to create, view, edit, approve and delete Master Schedules. Weekly Program Schedule You can create staff schedules under a program on weekly basis using a Master Program Schedule as template. This makes scheduling very easy and efficient. Putting the P in DSP Therap Services Best Practices For DSP Conference 2007-Putting the P in DSP was held on February 7 9, 2007 at Crowne Plaza Hotel, Connecticut. The goal of the conference was to involve selected DSPs in an exciting process to improve their skills through sharing and creating best practices in documentation and communication, with a focus on Therap. Attendees from sixteen different states actively participated in the conference and shared their experience in using Therap. The conference started informally on February 6, 2007 with the Magic Wand session. The subsequent sessions included presentations stating the way Therap works, Therap s training materials, an introduction to Therap 7.0 and ANCOR s National Advocacy Campaign & Washington Report by Daryn Demeritt. The evening included a presentation on how Therap contributes to the developmental disability community in Bangladesh. On the second day of the conference, PrimeCare shared their experience with Therap. Other sessions included Therap module discussions and collecting attendees feedback. Therap also arranged a tour to New York for the evening. On the third day participants took part in usability testing. Therap President Warren Gifford and Chairman Richard Robbins presented certificates to all attendees. Weekly Program Schedule Each of the Weekly Program Schedules under a program must have a unique name. However, names need not be unique across programs. Master Program Schedule Once approved, a Weekly Program Schedule will be displayed in the Calendar. If discontinued, it will be removed from the calendar automatically. DSP Conference 2007 We have recommended Therap to other agencies, and a lot of the reasons have been not only around the efficiency but better information. We found that our DSPs are collecting better information, it s more easily understood. We can go back and find information faster and overall it has just led to better communication between everyone involved. Flory Ericksen Program Manager Partnerships in Community Living, Oregon 11

12 They are quick, and we get immediate attention to everything I have brought to their attention or somebody else in our department gives back to them. There have been changes that have been made according to what we have asked. Kathy Constantino Residential Site Supervisor The Resource Center, New York Therap Customer Support and Training D ifferent people are open to different methods of learning and communication. To suit the varying needs of its users, Therap offers a variety of support and training options, around the clock, and free of charge. Online Resources User Guides- The online user guides contain detailed documentation and step by step instructions on how to use different Therap applications, provider administration options and management tools. Frequently Asked Questions Training Tutorials and Walkabouts- Therap has come up with a series of automated training classes and presentations to help users train themselves on different Therap modules. These tutorials are available at These animated tutorials take users through the different stages in the reporting process and show them how to use Therap tools effectively. Quick Guides- Therap has prepared a number of quick reference guides to help its users with setup, start up and day to day use of Therap applications. You can have a look at these Quick Guides at The Quick Guide (Beta) page also contains several offline application forms which users can use when they do not have access to a computer or an internet connection. Justin s Blog- Users read the blog of Justin Brockie, Director of Therap Customer Support to learn about recent developments on Therap applications. Justin frequently offers information on different aspects of the system, as well as troubleshooting and helpful tips. He also shares his personal experiences in his blog. User Guide Along with detailed instruction, the user guides contain tips, hints and links to application tutorials. This is a good place to start for new users. To access the user guide, users need to authenticate themselves by logging into the Therap system. Frequently Asked Questions (FAQs)- The FAQs section is a list of common questions asked by Therap users. Users can look up the FAQs for quick references and incident specific answers. Frequently Asked Questions can be accessed from the Help Area on the Therap FirstPage. Walkabout The Training Materials (Beta) page also lists a number of Walkabouts, animated walkthroughs, that will guide you through different steps in using particular Therap applications and score you along the way. Justin s Blog To read Justin s blog, log onto Marta Morin Executive Director continued on page April 2007

13 April 2007 continued from page 12 Online Assistance Training Classes- Therap offers free training classes on each of its modules. The classes are held online via telephone and web conferencing services. Users are able to sign up for these classes at Training Classes on the Web Users can attend these sessions individually or in groups using a speaker phone and a projector. Feedback- When users are unable to find solutions to their problems in the stored resources, they can to support@therapservices.net directly and ask for help. Therap will respond in 24 hours or less. Instead of using clients (e.g. Outlook, Opera or web mail clients), Therap recommends that users should make use of the <<Feedback>> links, available on the footer of all Therap application pages. In addition to users description of the problem, the feedback s automatically include additional information about the users system which helps with problem diagnosis. If the includes Private Health Information (PHI) of individuals, users should use the Therap Secure Communications (SComm) application. Live Chat Support- For immediate answers to questions, Therap users can chat live with the members of Therap customer support team. Therap has plans to gradually increase chat support hours to cover 24 hours, 7 days a week. Users can join live chat sessions by clicking on the Live Chat button on the Therap homepagewww.therapservices.net. Call Support Therap users can call (203) directly to talk to Therap experts about problems or issues they may have. The person at Therap will be glad to answer your queries or walk you through the applications you need help with. If the problem is not immediately resolved, a Therap customer support member will get back to you through or a phone call. Meet in Person Therap team members meet potential and existing users of the system during conferences, road trips, and on site user group meetings. Exchange of ideas during these sessions help Therap continually improve its products and services. Conferences and Presentations- Therap speaks and exhibits at Conferences and Meetings around the country. This is a good opportunity for potential users to meet members of the Therap team, watch presentations on the system and learn about different Therap products. Existing users can meet Therap team members at these conferences and schedule training sessions for staff members at the agency. User Group Meetings Therap has regional, vocational and particular application user groups. Users can attend group meetings online or in person to find out about more efficient ways of using the Therap system and to share ideas with the Meet Allison and Kara Allison Dudo and Kara Blevins have joined the Therap Customer Support team with Justin as dedicated Customer Support Specialists. Both of them were expert users of Therap before they joined the team. They will offer Therap users technical guidance in getting the best out of Therap Services, as well as address any questions or concerns. Therap Walkabouts Therap FirstPage T-Notes Creating an Individual Service Plan ISP Template Library Therap General Event Reports My Training Class Training Course Training Curriculum Training Report Log onto for a complete list of Walkabouts Therap team members and other users of the Therap system. The schedule for upcoming User Group meeting is available at Live Testing Some users prefer working with the system itself over getting help from support. Therap provides these users with the option to try out the application in Test Mode, using trial data. The test data entered in Test mode are temporary and are removed from the database at regular intervals (after every 15 days). Allison Dudo Test FirstPage Kara Blevins I think that we have had better customer support from Therap than I have ever experienced with any company. And it has been great. Their live help feature is great. You just click on their little live help, ask your question, they help you out right there. If they can not help you out, they call you right back. Sarah Swenson IT Manager Partnerships in Community Living, Oregon 13

14 Using Therap we can free up our staff who are providing services, so that they can spend more time with people and less time with paper and documentation that take away time from the essential interaction between staff and people we serve; and that is a great use of resources. Peg Harmon Chief Executive Officer Catholic Community Services, Arizona

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16 Individual Support General Event Reports T-Logs Individual Service Plans ISP Template Library Individual Data Forms Emergency Data Forms Behavior Tracking Secure Communications Management Summaries Witness Reports Health Tracking Supported Employment Tracking T-Notes Staff Support Therap Calendar Training Management System Staff Scheduling Billing Support Service Authorizations Electronic Billing Attendance April Improve quality of Care & Support Reduce Cost Manage Risk & Compliance Sponsore of the CARF 2007 Employment and Community Services International Conference Platinum sponsor Diamond Platinum sponsor Platinum sponsor Diamond sponsor Premier sponsor Towards a Paperless Provider Therap Services, LLC. 562 Watertown Avenue, Suite 3 Waterbury, CT Phone: (203)