Waukesha County and Netsmart: A Partnership in Technology and Best Practices

Waukesha County, the third-largest county in Wisconsin, serves over 50,000 individuals annually by enhancing their quality of life and meeting critical needs of the community. With a vision of fostering a connected, resilient community where everyone thrives, Waukesha County Health and Human Services supports diverse communities, including substance use, child and family services, and mental health.

Over the past decade, the county has rapidly transitioned from paper billing to becoming a leading model for technology use among Wisconsin counties. This transformation is largely due to the strategic partnership between Waukesha County Health and Human Services (HHS) and Netsmart.

With more than 500 internal staff, nearly all of whom utilize Netsmart CareRecords, Waukesha County's journey toward digital excellence has been driven by a collaborative effort between technology leaders and business stakeholders.

The Path to Digital Transformation

The digital revolution in Waukesha County didn't happen overnight. It required the dedication and vision of leaders within the technology department who engaged business stakeholders, educated staff, and championed technology adoption. Partnering with Netsmart, Waukesha County identified the right solutions, showcased innovations, and even hosted technology fairs with neighboring counties to share their progress.

"Systems and technology can help, but people need to adopt them. Adoption is hard, especially across many groups. How do we build that capacity? IT is always driving adoption. Using the Netsmart community and services, we can do that,” said Charles Brimmer, IT Informatics Supervisor at Waukesha County.

Digitizing the Enterprise

The digitization journey began in 2013 when business leadership recognized technology as a crucial business strategy. They focused on internal processes, leveraging digital solutions to address key operational concerns such as billing, operations, and staff retention. This focus on innovation has cultivated the forward-thinking culture present in Waukesha County today.

Billing Transformation and Success

One of the initial challenges was billing. Previously managed on paper, Waukesha County HHS lacked comprehensive processes. With large volumes of information sent to third-party payers, a more efficient system was essential. Today, third-party billing is handled within the CareRecord, streamlining the process and saving significant time for back-office staff.

After bringing this process into myAvatar, which now only takes about 15 minutes, our staff regained 4-8 hours per week.

- Sandra Masker, Business Application Support Manager

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The success of digitized billing led to the adoption of Medical Note for Outpatient Behavioral Health, which improves billing efficiency from the clinical side by increasing productivity and reducing time spent searching for forms.

Meeting State Requirements

Netsmart has been instrumental in helping Waukesha County HHS meet state-specific requirements for the Program Participation System (PPS), standardizing data reporting across the state. Netsmart’s configurations ensured compliance without the need for system upgrades, demonstrating their commitment to supporting Waukesha County’s needs.

Empowering Change Through Technology

Initially, business stakeholders assumed it was IT's responsibility to source new technology. Over time, however, a critical understanding emerged: innovation is a business strategy, not just an IT one. Business leaders now see the benefits of engaging with technology to solve their challenges.

“It’s a business project, and IT is there to support them,” Charles said.

Stakeholders now play a crucial role in technology adoption based on strategic needs. Bringing them to the Netsmart annual user conference, CONNECTIONS, and showcasing the latest innovations has been key. A Netsmart onsite visit turned into mini fair, inviting other counties to see what Netsmart offers.

Enhancing Staff Satisfaction and Retention

Waukesha County HHS has faced high turnover, with private organizations offering higher pay. To boost job satisfaction, they adopted technology that eases the burden on clinical, financial, and operational staff. Solutions like automation, Task List within myAvatar NX, and Telehealth have significantly improved productivity and employee satisfaction.

It’s been great to see how much is available in the Netsmart community. Our goal is to help people realize how their work can be improved with Netsmart.

- Charles Brimmer, IT Informatics Supervisor at Waukesha County

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Charles and Sandra strive to empower employees in technology decisions. The Netsmart community provides a platform for learning and collaboration, breaking down barriers and fostering a culture of continuous improvement. Sharing Netsmart video content with staff keeps them informed about the latest solutions, encouraging them to explore and suggest new tools.

“I saw the power of the community…it’s breaking down barriers,” Charles concluded.

A Decade of Transformation

In the past ten years, Waukesha County HHS has gained more than just digital solutions. By embracing an innovative culture, they've integrated technology into their strategic initiatives, making it accessible and reducing staff turnover. The overhaul of their billing process has accelerated payment and revenue. Technology has united counties and local organizations to create better outcomes in the process.

Through their partnership with Netsmart, Waukesha County is a shining example of how technology can improve customer service, streamline processes, and safeguard data, ensuring best practices are followed.