For over a decade, Options Counseling and Family Services, a dedicated provider of family preservation and behavioral health services across 14 Oregon counties, has leveraged the power of the Qualifacts® CareLogic electronic health record (EHR) platform. As an intuitive, end-to-end web-based Software as a Solution (SaaS), CareLogic has enabled their team to optimize operations, improve clinical workflows, and focus on what matters most: helping individuals and families thrive.
In today’s challenging behavioral health landscape, where administrative demands can lead to burnout and affect client care, Qualifacts is committed to equipping providers with innovative solutions. Qualifacts launched Qualifacts® iQ, a suite of AI solutions that reduces manual work and enhances workflows across the EHR. One of its core products is Qualifacts iQ Assistant, a free, always-on AI chatbot designed to give behavioral health teams instant answers and real-time guidance, enabling them to work faster and smarter.
Adam Falk, CIO at Options Counseling and Family Services, was an early adopter of Qualifacts iQ Assistant. He recognizes the AI chatbot as a “valuable, free tool that enhances our existing support for staff.” For his team, Falk states, “The biggest success and most significant achievement have been with Qualifacts iQ Assistant’s flexibility and ease of use, which has been seamlessly integrated into our daily operations.”
A Customized Solution for Unique Workflows
A key benefit for Options Counseling and Family Services is the customization offered by Qualifacts iQ Assistant. Falk’s team was able to upload their comprehensive library of user guides, procedures, and training video transcripts directly onto the platform. “This was crucial, as our CareLogic system has been uniquely customized over the years. By training Qualifacts iQ Assistant on our own documents, the behavioral health AI chatbot’s responses are accurate and directly relevant to our specific workflows, eliminating the risk of a generic AI chatbot misdirecting staff,” Falk added. Falk praised the ease of document upload, noting that the process was “super simple.” The system intelligently handles various file types, including PDFs and Word documents, by focusing on the text and ignoring images and formatting, which saved his team significant time and effort.
Enhancing Support with a “No Wrong Door” Approach
Options Counseling operates on a “no wrong door” philosophy, believing in providing multiple avenues for staff to access the help they need. Qualifacts iQ Assistant fits perfectly within this model, serving as an additional tool rather than a replacement for existing support channels. “Qualifacts iQ Assistant gives staff a convenient, conversational way to get immediate answers, without the need to submit a formal support ticket or track down a supervisor,” stated Falk. While it’s too early to measure a reduction in support tickets, Options Counseling and Family Services highlights that Qualifacts iQ Assistant helps automate the process of answering common questions, freeing his support team to focus on more complex, high-priority issues that require a human touch.
For Options Counseling and Family Services, the ability to easily upload their documents and guides and train Qualifacts iQ Assistant with their own information to provide another support option for staff is a significant highlight. Falk concludes by saying, “The value of the tool lies in its flexibility, empowering my team to continue providing exceptional care.”
