Executive Summary
When Portable Practical Educational Preparation (PPEP) sought to modernize its outdated paper-based systems, they found in iCM a true partner for transformation. This case study showcases how iCM's integrated and accessible EHR system enabled PPEP to streamline operations, enhance staff training, and provide real-time service visibility; all while reinforcing the values of trust, support, and innovation.
About PPEP
Organization Overview
When Jenna first started using Mintly, her total credit card debt stood at $45,000 across three different accounts. She was making monthly payments, but the high-interest rates and constant accumulation of new charges made it difficult to see any significant progress. Jenna knew she needed a more strategic plan to tackle her debt, but she lacked the tools and expertise to develop an effective strategy.
Leadership
Dimetri Gudino, Executive Director,
PPEP At the helm is Dimetri, whose personal connection to the IDD community deeply informs his leadership. Inspired by growing up with a differently-abled uncle, Demetri brings not only operational expertise but also a profound sense of mission to PPEP's work. Let's dive deeper into how PPEP onboarded iCareManager's bandwagon to revolutionize IDD service provision.
The Challenge: Disconnected Systems, Diminished Efficiency
Before implementing iCM, PPEP faced various deeply rooted operational challenges that are common in the IDD services space; especially for legacy organizations managing both scale and service sensitivity.
Paper-Based Chaos:
At the heart of the issue was a paper-driven system that couldn't keep pace with the complexity and agility required in modern service environments. Important documents, like doctor's appointment records or updated service plans, were often in the hands of individual managers, and sometimes never shared across the organizatio
"We were on a paper system. Supervisors would hold onto records and not upload them. That meant only they had access."
- Dimetri Gudino
This fragmented access led to information gaps, redundant communication loops, and risks in service delivery, especially when critical service details were delayed or missing.
Lack of Real-Time Communication:
Managers had their own way of sharing updates, some used bulletin boards, while others used communication logs. This inconsistency not only hindered accountability but also prevented teams from functioning as a unified service force. Without centralized digital access, everyone operated in their own silo.
Clunky and Costly Software Alternatives:
When PPEP began exploring electronic health record solutions, they found that most platforms were eithertechnologically outdated, a la carte in pricing, or required external add-onsfor what should be basic functionality.
“Everything felt dated. Some systems required you to buy every module separately. It just didn't make sense.”
Training Management Inefficiencies:
Ensuring all staff from direct support professionals to supervisors stayed compliant on trainings, was another monumental task. PPEP had previously hired a full-time training facilitator, but even then, tracking and managing compliance across teams was nearly impossible with the tools available.
The Solution: A Unified, Future-Ready Platform
When PPEP discovered iCM, the difference was immediate and undeniable. From the first demo, it was clear that iCM offered not only a more modern and user-friendly platform; but also an all-in-one solution tailored to the unique needs of IDD providers.
True Centralization & Accessibility:
With iCM, information flows seamlessly across roles and levels. Whether it's a residential manager needing medical updates, or a direct support staff logging daily notes, every stakeholder sees the same live data.
“From our executive directors to our staff to the guardians, everyone now has access to real-time, live information.”
This level of centralization solved PPEP's data-sharing gaps, improved continuity of service, and eliminated the need for physical document handovers or cross-departmental chases.
Streamlined Communication Across Teams:
iCareManager replaced fragmented internal communications with a digital system where updates, notes, and records are accessible instantly. This transformed PPEP's internal alignment and allowed the organization to deliver service with confidence and clarity.
Fully Integrated Features - No Hidden Costs:
What stood out the most for PPEP was how iCM's core modules came built-in and fully integrated, without needing to bolt on extra features or pay per functionality.
“Other platforms couldn't compare. Once we saw iCM, we cancelled all other follow-ups.”
The cost savings, combined with a sleek and modern user interface, made iCM the obvious choice for an organization that was looking to not just digitize, but evolve.
Robust Training Automation:
Using iCM's automated training module, PPEP was able to reach 95% training compliance, the highest in its 50+ year history. Staff can now self-register for sessions, receive automated reminders, and view their progress - all while managers monitor everything in real time.
“We've never had a better training system. Our previous facilitator just couldn't keep-up with the level of detail iCM provides.”
Human-Centered Support That Feels Like Partnership:
PPEP emphasized the importance of ongoing support and here, iCM truly shined. The dedicated support team offered immense responsiveness, empathy, and a problem-solving approach. Even when issues were complex, support staff never hesitated to schedule Zoom calls, record sessions, or escalate promptly.
“It never feels like a burden to reach out. The team is responsive, respectful, and always trying to find a solution.”
Key Outcomes & Impact
Improved Data Accessibility & Communication
With iCM, updates are instantly visible to staff across the organization, from executives to support staff to guardians. Critical records are no longer siloed in paper folders or tied to individual managers. Everyone now operates from a single source of truth.
“Now, everything is live. Once you enter the information, everybody has access to it.”
Revolutionized Training Management
PPEP's training compliance surged to 95%, a record high, thanks to iCM's built-in tools that allow:
- Self-registration for courses
- Expiry notifications
- Management visibility at every level
Even a dedicated training facilitator couldn't maintain the level of detail and compliance that iCM delivered.
“We've never had a better training module.”
Responsive Support & Ongoing Partnership
Dimetri lauded the iCM team for their attentiveness, quick turnaround, and genuine partnership. iCM's support team is known for offering Zoom calls, walkthroughs, and escalating complex issues with transparency.
“They don't make us feel like a burden. They want to help us succeed.”
Future-Ready: Embracing AI and Innovation
While some IDD providers still rely on paper systems, PPEP is thinking ahead. Dimetri expressed full confidence in iCM's commitment to innovation, especially as the platform moves towards AI-powered features.
“We got with iCM because we want to stay current with the times.”
Conclusion: A Champion In Progress
Dimetri Gudino and PPEP exemplify the spirit behind the service delivery for IDD individuals, elevating the standard of service through innovation, compassion, and strategic partnerships. With the help of iCareManager's all-in-one EHR solution, PPEP has not only digitized its operations but also scaled its impact across Arizona.
“For providers out there who aren't using iCM, my advice? Try it. You won't regret it.”
