Executive Summary

As the needs of individuals with Intellectual and Developmental Disabilities (IDD) become more complex, the systems used to support them often struggle to keep up.

At The Roland Center in California, this challenge was particularly critical. The organization supports individuals with multiple diagnoses, advanced medical conditions, and high-acuity needs. Without a centralized system, essential information was spread across files, spreadsheets, and disconnected workflows - limiting visibility and increasing risk.

Partnering with iCareManager (iCM) was not about digitization alone. It was about creating a system capable of capturing, organizing, and acting on critical health data in real time.

By consolidating documentation, unifying service plans, and enabling seamless coordination across teams, iCM has helped The Roland Center deliver high-quality, person-centered support while keeping individuals in the community - not institutions.

‍

About The Roland Center & Dr. Thomas Buckley

Dr. Thomas Buckley’s work in disability services is rooted in a lifelong commitment to dignity, advocacy, and community-based support.

“I grew up going into state hospitals and bringing people out - people who were abused, neglected, and forgotten - and helping them return to the community with dignity.”

That early experience shaped a career dedicated to improving outcomes for individuals with developmental disabilities.

At The Roland Center, Dr. Buckley joined during a critical transition period.

“When I came here about three years ago, they were closing their sheltered workshop and didn’t really know what to do next.”

Instead of scaling back, the team chose to reimagine the organization.

“We said, what if we build a world-class organization that serves people so complex that many would otherwise go to a nursing home - but instead, we keep them in the community.”

Today, The Roland Center supports individuals with highly complex needs, including dementia and multiple comorbid conditions, while maintaining a clear mission: deliver advanced support without removing individuals from their communities.

The Challenge: High-Acuity Needs Without a Unified System

Before implementing iCareManager, managing complex needs required navigating fragmented systems and incomplete records.

This created both operational inefficiencies and serious risks.

Incomplete Visibility into Health Conditions

Critical medical information was often buried across documents, making it difficult to form a complete picture of each individual.

“One individual had between 9 and 16 comorbid conditions - but only three were written down in one place.”

• Diagnoses scattered across files
• No centralized clinical visibility
• High risk of missing critical conditions

Manual Tracking Through Spreadsheets

The organization relied heavily on Excel-based tracking for updates.

“We kept everything on Excel and updated it every time someone went to the doctor.”

• No real-time synchronization
• High administrative burden
• Increased risk of outdated or missed information

Disconnected Service Delivery Across Programs

Residential and day programs functioned separately, limiting coordination.

“You had separate plans of care… and sometimes records didn’t transfer for years.”

• Lack of shared visibility
• Delayed communication of updates
• Fragmented service delivery

Increasing Complexity of Needs

The individuals supported required:

• 9–19 diagnoses per individual
• 15–18 medications on average
• Specialized dementia and behavioral support plans
• Continuous staff training and compliance tracking

Without a unified system, sustaining this level of support in a community setting was not feasible.

“We’re not going to be able to support these individuals in the community unless we can aggregate all this information.”

The Solution: One System to Structure Complex Support

With iCareManager, The Roland Center transitioned from fragmented processes to a centralized, real-time service management system.

Dr. Buckley describes it simply:

“It’s the Holy Grail - everything you do comes out of iCareManager.”

Centralized Clinical Intelligence

All critical information is now accessible within one system:

• Diagnoses and comorbid conditions
• Medication tracking
• Clinical reports and updates
• Daily documentation
  
  

This enables immediate action.

“As soon as new information comes in, we can modify the plan of care in a nanosecond.”

One Unified Plan of Service

iCM eliminates the disconnect between programs by creating a single, shared plan.

• Residential and day programs aligned
• Shared access to real-time updates
• Seamless staff coordination

“Now we have one plan of care that covers everything.”

Guided Support Delivery for Staff

The system provides clear direction at the point of service.

“If you’ve never seen a person before, you can look at iCareManager and it directs you to provide extraordinary support.”

• Standardized instructions
• Reduced reliance on manual processes
• Lower risk of errors

Proactive Risk & Incident Management

With improved visibility, teams can prevent issues before they escalate.

• Monitoring of clinical changes
• Fall prevention tracking
• Incident reporting and analysis

“If you miss something like a swallowing study, it can cost someone their life. Now we monitor everything.”

Operational Impact: Alignment, Efficiency, and Better Outcomes

The introduction of iCM has transformed how The Roland Center operates.

Stronger Team Alignment

• Real-time information sharing
• Improved collaboration across programs
• Faster response to changes

“It brought our team together - we’re all looking at the same information at the same time.”

Increased Efficiency

• Reduced manual processes
• Elimination of duplicate work
• Faster updates to service plans

Higher Quality of Support

• More accurate and complete records
• Immediate response to updates
• Better-informed decision-making

“The quality has increased exponentially.”

Partnership & Support: Built on Understanding the Field

For Dr. Buckley, the value of iCareManager extends beyond the system itself.

“You can tell instantly if someone is just selling something. This is different - this comes from people who understand the field.”

The iCM team provides:

• Hands-on, responsive support
• Role-specific training sessions
• Continuous collaboration

“They train the right people at the right time - that precision makes all the difference.”

Key Capabilities Driving Impact

Several aspects of iCM are essential to daily operations:

Real-Time Access to Critical Information

“All the information we need is right there, when we need it.”

Immediate Plan Adjustments

“We can adapt plans instantly as new information comes in.”

Integrated Risk Tracking & Analysis

• Identify patterns
• Implement corrective actions
• Prevent future incidents

Training & Compliance Alignment

• Track staff readiness
• Align training with complexity
• Maintain consistency across teams

Continuous Improvement: Supporting Evolving Needs

As needs continue to evolve, The Roland Center works closely with iCM to refine workflows and expand capabilities.

Focus areas include:

• Enhanced planning tools
• Advanced reporting and analytics
• Continued alignment with CARF standards

Beyond Systems: Improving Outcomes That Matter

For Dr. Buckley, the impact of iCareManager is ultimately about outcomes.

“50% of people with developmental disabilities die 25 to 30 years premature - because of bad support.”

With better systems and coordination, that outcome can change.

“The result is simple - it saves lives.”

Conclusion: Enabling Complex Support Without Institutionalization

iCareManager has become a foundational part of how The Roland Center delivers high-quality, community-based support.

“If you don’t make the jump, you won’t be able to serve people with complex needs.”

Dr. Buckley’s message to providers is clear:

• You don’t need to be an IT expert
• You need the right system and partner
• And a commitment to better support

“I’m not an IT person - but I don’t have to be. That’s what the partnership is for.”

By combining clinical expertise with a connected platform, The Roland Center continues to deliver person-centered, high-quality support - without compromising dignity, safety, or outcomes.