As Christian Children’s Home of Ohio (CCHO) expanded its behavioral health services, one question kept surfacing: Could CCHO’s client engagement processes keep pace with its growth? With intake forms, appointment reminders, telehealth visits, and client payments spread across multiple platforms, staff were spending valuable time navigating systems instead of focusing on client care. To build a more scalable foundation for the future, CCHO set out to unify the client experience—and found the answer in the Qualifacts Client Engagement Suite (CES). 

As a growing behavioral health organization, CCHO is committed to delivering high-quality care while continuously improving operational efficiency. The organization serves clients through residential treatment, foster care, and outpatient mental health programs, supported by approximately 150 providers delivering therapy, case management, day treatment, and other behavioral health services. 

As CCHO expanded, leadership began evaluating whether its existing processes could support long-term growth. 

“We’re always looking for things that are going to make us more efficient, that are going to impact our clients and our staff,” said Tonia Hanshaw, Special Projects Manager at CCHO. “One of the number one questions I’m asking myself when we’re trying to implement something new is, can we sustain this for future growth?” 

At the time, the answer was becoming increasingly clear: the organization’s technology ecosystem was creating barriers rather than enabling growth. 

The Challenge: A Fragmented Client Experience 

Before implementing the CES, CCHO relied on multiple platforms to support different stages of the client journey. 

• Intake forms were completed in one system. 

• Appointment reminders were managed through another. 

• Telehealth services were delivered through a separate platform. 

• Client payments were collected through yet another solution. 

While each tool performed its intended function, the overall process was fragmented and inefficient. 

“Our staff were not the problem,” Hanshaw emphasized. “They were doing the right things. We just weren’t giving them good tools to do it.” 

Staff members were forced to navigate multiple systems to complete routine tasks, creating unnecessary complexity and administrative burden. No single solution provided a complete view of client engagement activities. 

The result was a technology environment that worked in the moment but wasn’t positioned to support future growth. 

Defining the Requirements for a Better Solution 

As CCHO began exploring alternatives, the team identified several non-negotiable requirements for any new solution. 

First and foremost, any new solution had to protect sensitive client information and meet the organization’s security requirements. Second, it needed to integrate seamlessly with CareLogic, the organization’s electronic health record (EHR). Finally, the solution had to be affordable without requiring a costly, custom integration project. 

Another key requirement was consolidation. 

“There was no point in me going and getting something that solved four of my five problems but still left one problem unsolved,” Hanshaw stated. 

CCHO spent considerable time evaluating options through webinars, product demonstrations, and industry discussions. While many solutions addressed individual needs, none seemed to provide the comprehensive approach CCHO was seeking. 

That changed when CCHO discovered the Qualifacts Client Engagement Suite (CES). “It just clicked,” Hanshaw recalled. “It was something I had been thinking about for a while, and when I came across it, it just seemed to be a really good fit.” 

Moving Quickly from Vision to Action 

Once introduced to the CES, CCHO moved rapidly. 

The organization became an early adopter of the solution, implementing it in 2023 to unify key aspects of client engagement, including communications, forms, telehealth, and payments. 

“Once I got introduced to the Client Engagement Suite, we moved really fast,” Hanshaw said. “I knew it was the right solution for us.” 

The solution checked every box on CCHO’s requirements list. It integrated directly with CareLogic, eliminated the need for multiple disconnected systems, avoided expensive integration costs, and provided a secure experience for both staff and clients. 

Because the implementation impacted both operational workflows and the client experience, security and ease of use remained top priorities throughout the project. 

Hanshaw noted, “This was the first thing that I had ever integrated that affected both clients and staff, so I was really focused on making sure it was safe for our clients.”  

Bringing Client Engagement Into One Connected Experience 

With the Suite, CCHO was able to centralize core client engagement workflows into a single platform connected to its EHR. 

The organization consolidated: 

• Client communications 

• Intake paperwork and forms 

• Assessments and questionnaires 

• Telehealth visits 

• Payment collection 

• Client portal access 

• Engagement tracking and visibility 

“This is where we got to,” Hanshaw explained. “These were the things I needed to solve, and we were able to put all of those things in one place.” 

Instead of juggling multiple vendors and platforms, staff now work within a unified engagement experience that supports the entire client journey. 

Improving Visibility and Confidence 

One of the most significant operational improvements has been increased visibility into client activity. 

Previously, staff often lacked insight into whether clients had received forms, completed paperwork, or submitted required information. The Suite introduced clear tracking and accountability throughout the process. 

Staff can now quickly determine: 

• Whether forms were successfully delivered 

• What information has been completed 

• What remains outstanding 

• When paperwork has been submitted 

• Whether client financial responsibilities have been addressed 

This transparency has made it easier for both staff and clients to stay on track. 

“When you’re sending a client an intake form, intake packet, or assessment, you need to know that it actually went,” Hanshaw explained. “How do we make it easy for the clients, and how do we make sure they know exactly what we’re asking from them?” 

For CCHO, having that visibility created a new level of confidence in day-to-day operations. 

Accelerating Access to Care 

The direct integration between the CES and CareLogic has helped CCHO streamline intake and scheduling processes. “As soon as we get a message back that says the client has filled out their intake paperwork, that is directly housed in our EHR, CareLogic,” said Hanshaw. “We don’t have to do anything to get that into our EHR.”  

This eliminates manual data entry and administrative handoffs, giving staff immediate access to the information they need to move clients forward in the care journey. 

With immediate access to completed paperwork, staff can quickly move clients onto a waitlist or schedule them with a provider. 

“As soon as we have confirmation of that, we can get those clients either on our waitlist or scheduled directly with a staff member,” Hanshaw said. “We’re able to make those connections really fast.” 

Results at a Glance  

Form Assignments and eSignatures 

By digitizing forms and signatures within the CES, CCHO eliminated uncertainty around critical paperwork and approvals. 

Rather than asking, “Did we send that?”, staff now have visibility into whether forms were delivered, completed, and signed. 

Results: 

• Approximately 500 forms and eSignatures completed each month 

• Reduced manual follow-up and administrative tracking 

• Greater confidence and accountability throughout the intake process 

Notification Analytics 

The Suite provides clear visibility into client communications, replacing assumptions with proof. 

Instead of wondering whether clients received important reminders, staff can feel confident that communications were delivered successfully. 

Results: 

• More than 300,000 appointment reminders sent 

• Improved communication visibility 

• Increased confidence in client engagement efforts 

Integrated Telehealth 

CCHO wanted to make care easier to access for clients, regardless of location. Integrated telehealth has made it possible to deliver care wherever clients are. 

Results: 

• More than 23,000 telehealth appointments completed 

• Expanded access to behavioral health services 

• A seamless experience for clients and providers 

Billing Inside the Portal 

The CES allows CCHO to extend the client experience beyond care delivery and into payment collection through a single, connected platform. 

“How do we collect? Clarity doesn’t stop at care—it extends through payment.” 

Results: 

• More than $800,000 collected through the portal 

• Streamlined payment collection processes 

• A consistent experience from intake through billing 

A Foundation for the Future 

Today, CCHO has transformed a fragmented collection of tools into a connected engagement ecosystem. 

Staff spend less time managing multiple platforms and more time focusing on the people they serve. Clients benefit from easier access to care, streamlined communications, and a more convenient digital experience, while leadership has confidence that the organization is equipped to support future growth. 

“What has impressed me most about the CES is how seamlessly everything works together. It brought all the pieces we were managing separately into one place, making life easier for our staff, creating a better experience for our clients, and giving me confidence that we’re ready for future growth.” 

By unifying communications, forms, telehealth, payments, and client engagement within a single platform, CCHO has built a scalable foundation that supports both operational efficiency and exceptional client care.