360 Human Services uses all-in-one software to improve care for underserved

360 Human Services is an applied behavioral analysis clinic that is serving an essential behavioral healthcare service desert in San Bernardino, California. There’s especially limited access to centers to support individuals with autism spectrum disorder related intellectual developmental disorders.


The clinic provides daycare, day services applied behavioral analysis services. The organization serves adults with autism spectrum disorder related intellectual developmental disorders to accomplish goals related to pre-employment, job readiness, independent living community engagement.

A behavioral healthcare service desert can occur in both rural urban areas, that essentially means that resources for individuals with mental behavioral health needs are scarce. 360 operates in both settings.

To access such services, individuals must travel miles away from their homes, oftentimes without sufficient public transportation, to access these services. One study from the Centers for Medicare Medicaid Services indicates 75% of rural counties across the country have no mental or behavioral health service providers, including essential services for individuals with autism.

Behavioral healthcare service deserts face issues with staffing staff retention, which is unfortunately quite common for the healthcare industry. Staffing challenges cause radiating impacts can ultimately affect the quality of care an individual with autism spectrum disorder or intellectual developmental disorders receives.


Health IT vendor CentralReach was proposed to support billing, scheduling, payroll, data collection, human resource-related tasks more.

“When we first learned about the vendor, our team was immediately impressed,” said CEO Harry Jackson. “So often, small therapy providers are using disparate platforms to manage multiple tasks workflows; some even currently use spreadsheets pen-and-paper to manually track things like billing or an applied behavioral analysis client’s progress.

“CentralReach was positioned to us as an all-in-one practice clinical management solution designed with the specific challenges of startup small applied behavioral analysis therapy practices in mind,” he added.


Day to day, 360 Human Services administrative staff, registered behavior technicians board-certified behavioral analysts use CR Essentials for billing, scheduling, payroll, data collection, tracking staff credentials managing teams, document encryption, following up with caregivers to individuals with autism spectrum disorder intellectual developmental disorders.

“Staff retention turnover are our biggest challenges; as such, maintaining sustainable workloads for our staff is a top priority for us,” Jackson explained. “The role of technology, specifically an all-in-one tool, is integral for increasing efficiency sustainability in applied behavioral analysis therapy clinics enabling registered behavior technicians board-certified behavioral analysts more time for direct care.

“By using such technology, registered behavior technicians board-certified behavioral analysts can offload administrative tasks, allowing therapists to spend more time working with their clients,” he added.

360’s three locations operate in rural urban behavioral health services deserts, making scheduling a constant stressor. At the rural location in Apple Valley, California, community members are spread out throughout the town, making getting to the health center a challenge.

The same goes for the more urban centers: poverty crime can stin the way of clients staff safely comfortably arriving at the health centers. Cancellations, late arrivals re-schedules are the reality at 360.

“CR Essentials’ calendar manages restrictions, waitlists insurance coverage eligibility,” Jackson noted. “It helps us alleviate bottlenecks that are reducing the productivity of staff. Additionally, our team has found the data that we have been able to collect using the tool has been imperative to furthering the success of our clients.

“The software easily integrates with our learning trees goals set for our clients so at the start of every therapy session, the expectation progress are clearly laid out for our therapists,” he continued.

In addition to the vendor’s practice management software, 360 is using CentralReach’s avail, a remote support software that helps therapists meet their client’s goals related to pre-employment, job readiness, independent living community engagement.

“The software is person-centered software, tailored to each individual, making it easy for our staff to use,” Jackson said. “The software simplifies task analysis provides remote support with step-by-step digital prompts reminders to help individuals master work-related day-to-day living tasks.

“With the avail app, our therapists have access to their clients’ instructions on their phones tablets to use wherever they are in the community with their clients – but it also has the capability to operate offline which is essential in areas where Wi-Fi is unreliable,” he continued. “It’s helped us expstaff capacity minimize the need for limited one-on-one support.”


Using the software, 360 Human Services has achieved several measurable outcomes that demonstrate the effectiveness of the tool in the organization. Two key success metrics include increased client progress enhanced staff efficiency, Jackson explained:

  • Increased Client Progress – With the comprehensive data collection analysis tools, staff have been able to monitor evaluate the progress of clients more effectively. This has enabled staff to tailor individualized treatment plans interventions for each client, leading to significant improvements in their skill acquisition behavioral outcomes. The real-time data visualization has also allowed staff to promptly identify address any barriers to progress, ensuring that clients continue to make steady advancements toward their goals.
  • Enhanced Staff Efficiency – The avail digital platform has provided staff with easy access to a vast library of evidence-based resources, including video modeling interactive lessons, which has improved the quality consistency of services. The platform’s easy interface has streamlined communication collaboration among team members, reducing the time spent on administrative tasks allowing staff to focus more on direct client support. This has contributed to a higher level of job satisfaction among employees has resulted in better overall client outcomes.

“By achieving these successes, we have been able to optimize our service delivery, ultimately leading to a higher quality of care for our clients a more efficient, cohesive team,” he said.


“When considering using assistive technology, a good place to start is analyzing organizational workflow determining which tasks are taking your clinicians the most time to complete,” Jackson advised.

“Identifying bottlenecks in workflows can be time-consuming, especially when time feels so scarce in a busy applied behavioral analysis therapy clinic environment, yet understanding where this congestion is happening is imperative requires organizations to dedicate time to see where their team needs more support.”

Having a pulse on the technological landscape conversing with other applied behavioral analysis therapists small therapy practice owners can help a team understissues more efficiently acquire solutions that effectively address those issues a clinic is facing, he added.

“Further, you want your technology to work for you, not vice versa,” he commented. “For staff, implementing new technology can occasionally be met with pushback, as it feels like one more thing has been added to their to-do list.

“Finding a vendor that facilitates constant touchpoints with your staff, even after implementation, has helped our team continue to grow with the technology they are using,” he concluded. “There are other tools out there on the market that all aim to do similar things, but what makes a vendor stout is a person-centered design approach that amplifies the human touch in healthcare.”

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Healthcare IT News is a HIMSS Media publication.

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