Your I/DD agency management software might be holding you back from your next stage of growth, but how do you start the conversation with your team?
According to Prosci, the highest group that resists change is middle managers at 43%. Frontline employees, like your direct support professionals (DSPs) make up the next highest share of resistance at 25%.
You need to share information in a way that speaks to each group, the benefits of the change, and how they can anticipate what’s to come. Let’s dive into the different reasons you might experience pushback when looking to change operating systems.
Concerns about change.
Winston Churchill once said, “To improve is to change; to be perfect is to change often.” How often you make changes depends on your organization’s specific needs, but there is always an opportunity to assess when change is needed.
Here are some signs and symptoms that might indicate it’s a good time to make a switch:
- You have to log into multiple platforms, browsers, and windows to access and operate your business
- You spend more time troubleshooting your platform than using the platform
- You have a lot of support tickets with no responses or next steps
- Your system isn’t equipped to support the changing regulatory landscape
If you’re spending too much time in your system without getting the value, it’s a good time to make a switch for your admin team and caregivers.
One way to circumvent concerns around change is to foster a dynamic of transparency. You can accomplish this by:
- Share why these changes are being made: To help the team be more efficient; making their lives easier; to get better data that helps you to operate a better business
- Involve them in the process: You don’t need every team member to be on your calls, but invite a select few that will be using your system on a daily basis to get their live feedback and to make sure they’re aligned with the vendor.
- Keep a timeline handy: Change doesn’t feel so abrupt when we have a timeline that shows when a platform will be implemented, when trainings will occur, and when the old system will be closed off. This way, your team feels informed and knows what to expect.
Concerns about adoption.
When using a new I/DD agency management system—or you might notice this too, with your current system—there will not be 100% employee satisfaction. Instead, aim for a more realistic threshold that includes room for hesitancy and doubt, like 75%.
Ensure that all team members feel included (to some extent) in the process and communications—and that the platform can be easily learned.
Suggested Practice: To address other concerns about adoption, schedule a few trainings with the platform’s implementation or support team to get your team members onboarded properly. Have them demonstrate tasks that are central to your team’s needs (Ex: if you have a billing manager, request that they go over billing features and functions, etc…).
As a leader, you also have to remain as empathetic as possible. You might not live in these systems as much as your team members do, and these decisions heavily impact their day-to-day work. You’ve taken time to establish a culture of transparency and trust, and you can lean on that hard work to reassure team members that you’re making decisions aimed at improving processes and making their lives easier.
The end goal might not be clear to them at this point, and that’s okay. When they’re using the platform, they will understand what you’re talking about.
Concerns about time consumption.
Onboarding with a new I/DD agency management software can vary from platform to platform, but with Sandata, our process intentionally takes 3 months. That’s because we want to take you through the 360° of the platform.
Switching to a new platform will take some learning and time to get used to, but the work is being done to get to greener grass. This effort and time spent is invested back into each of your team members by bringing them on a journey to a new and better system.
Help them see the bigger picture by explaining the features that mean the most to them. You’re not switching to a system that mirrors your current one.
Address team concerns about switching to Sandata.
Here are some key talking points that can help you share with your team why your organization should move over to Sandata:
- Better data
- Streamlined internal communication
- Easy and accurate reporting
Are you ready for better data?
Sandata’s system is purpose-built for I/DD agencies serving clients through Medicaid Waivers and within residential services. Out of the box, it comes with the reporting, data, and analytics that you need to know.
This means depicting patient trends that can help you identify changes in condition or clients that need more attention. You also have instant access to direct support professional (DSP) trends that will be key to your recruiting and retention strategy.
Are you ready for better communication?
With Sandata’s 2-way communication features, you can seamlessly send messages to DSPs and find the client care information you need all in one place. According to research from Coveo, employees can spend upwards of 3-6 hours each day looking for information.
When everything you need is centrally located and easy to access, you and your team members will have more time to spend:
- Fielding client care issues
- Recruiting new direct support professionals
- Spending time with referral sources
- And more!
When communication can be streamlined and access to information is streamlined, you and your peers can work better and more efficiently. Spend more time doing what you enjoy!
Are you ready for easy and accurate reporting?
No more requesting reports and waiting around for them to generate. You have instant access to available reporting features with Sandata.
Take advantage of built-in billing functionalities like the Contract Utilization and Outstanding Bills and Receivables Aging report. Keep track of unbilled claims and ensure that you manage proper authentications for services provided.
Stay on top of your caregiver compliance or referral source roster too, all in one place.
