Complete Therap Setup Guide for New Agencies | Step-by-Step

Starting with Therap can feel overwhelming. After helping 12 agencies through their implementation over the past four years, I've learned that a structured approach makes the difference between a smooth 6-week rollout and a chaotic 6-month struggle.

This guide walks you through every phase of Therap implementation—from initial system access to your first month of live operations. Whether you're a new agency director, IT coordinator, or operations manager, you'll find the exact steps, timelines, and insider tips that successful implementations follow.

Note: If you're still evaluating whether Therap is right for your agency, check out our comprehensive Therap review covering pricing, features, and setup considerations before diving into implementation.

Before You Begin: Pre-Implementation Checklist

Before logging into Therap for the first time, gather these essentials:

Documentation You'll Need:

• State licensing requirements and reporting deadlines

• Current service authorization documents

• Staff roster with roles and contact information

• Existing medication administration protocols

• Incident reporting procedures and timelines

• Your agency's organizational chart

Technical Requirements:

• Internet connection (minimum 10 Mbps recommended)

• Modern web browsers for all users (Chrome, Firefox, Safari, or Edge)

• Mobile devices for field staff (iOS 12+ or Android 8+)

• Email addresses for all staff members

Timeline Expectations: Based on agency size, plan for:

• Small agencies (1-25 individuals served): 4-6 weeks

• Medium agencies (26-100 individuals): 6-10 weeks

• Large agencies (100+ individuals): 10-16 weeks

Phase 1: Initial System Configuration (Week 1-2)

Step 1: Set Up Your Agency Profile

Log in using the credentials Therap provided during your contract setup.

Navigate to Provider Setup > Agency Information and complete:

1. Basic Information: Official agency name, doing-business-as (DBA) names, federal tax ID

2. Contact Details: Main phone, fax, primary email, mailing address

3. Service Locations: Add all residential homes, day programs, and office locations with specific addresses

4. Regulatory Information: State license numbers, accreditation details, Medicaid provider numbers

Pro Tip: Enter your service locations in geographical clusters (North Region, South Region) to simplify reporting later. I've seen agencies save hours monthly by organizing locations thoughtfully from day one.

Step 2: Configure User Roles and Permissions

Therap's permission system is granular. Define roles before adding users to avoid constant permission adjustments.

Recommended Role Structure:

Executive Level:

• Agency Administrator (full access)

• Compliance Director (view all, limited editing)

Management Level:

• Program Director (full access to assigned programs)

• Nurse/Medical Coordinator (health documentation focus)

• Residential Manager (home-specific access)

Direct Support Level:

• Direct Support Professional (documentation entry, limited viewing)

• Behavioral Specialist (behavior-specific modules)

• Relief/PRN Staff (basic documentation only)

Navigate to Provider Setup > User Management > Roles and create each role. For each role, carefully review the permission checkboxes. Start restrictive—you can always add permissions, but removing them after staff grow accustomed causes frustration.

Step 3: Create Form Templates

This step determines how easy documentation becomes for your staff. Invest time here.

Essential Forms to Configure First:

1. Daily Service Notes/Progress Notes

   • Add dropdown fields for common activities (community outing, medication assistance, meal preparation)

   • Include required fields your state mandates

   • Build in prompts that guide staff toward descriptive, person-centered language

2. Incident/Unusual Incident Reports

   • Match your state's incident categories exactly

   • Include automatic notification triggers for serious incidents

   • Add required follow-up sections (investigation, corrective action)

3. Medication Administration Records (MAR)

   • Configure for both scheduled and PRN medications

   • Set up refusal documentation requirements

   • Enable photo uploads for medication verification if needed

4. Health Tracking Forms

   • Seizure logs

   • Bowel movement tracking

   • Vital signs monitoring

   • Glucose monitoring (for diabetic individuals)

Real-World Example: One agency I worked with created overly complex forms with 30+ fields. Staff started writing "see verbal report" to avoid the lengthy process. We simplified to 8 essential fields plus one narrative section—completion rates jumped from 43% to 94% within two weeks.

Step 4: Import Individual Information

If you're migrating from paper or another system, this is your most time-intensive step. If you're considering alternatives, our detailed comparison of Therap vs CareLogic can help you understand migration considerations from other EHR systems.

Data to Enter for Each Individual:

Navigate to ISP Module > Individual Information

• Full legal name, preferred name, date of birth

• Emergency contacts with relationship and phone numbers

• Guardian/authorized representative information

• Medicaid ID, Social Security Number (store securely)

• Diagnoses (medical and behavioral)

• Allergies and contraindications

• Communication preferences and methods

• Cultural considerations and preferences

For Each Individual's Service Plan:

• Upload current ISP/support plan (if in PDF)

• Enter measurable goals/objectives

• Document required services and frequencies

• Note any restrictions or special considerations

Time-Saving Tip: Use Therap's bulk import template if you have data in spreadsheet format. Request the CSV template from Therap support, populate it carefully (following their exact format), and upload. This cuts individual entry time by 60-70% for larger agencies.

Phase 2: Staff Onboarding and Training (Week 2-4)

Step 5: Add Users and Assign Individuals

Create user accounts in Provider Setup > User Management > Add User

For each staff member:

• Enter full name, username (typically first.last format)

• Assign professional email address (required for password resets)

• Select their role (from roles you created in Step 2)

• Assign them to specific individuals they support

• Set their employment start date

Critical Security Practice: Enable two-factor authentication for any users with administrative or financial access. This protects against unauthorized access and meets many state compliance requirements.

Step 6: Conduct Comprehensive Training

Don't rely solely on Therap's generic training videos. Your staff needs context for your agency's specific workflows.

Recommended Training Structure:

Week 1: Administrator Training (8-16 hours)

• System overview and navigation

• Report generation and data analysis

• Form configuration and editing

• Troubleshooting common issues

• State reporting requirements

Week 2-3: Management Training (4-6 hours)

• Creating and approving documentation

• Monitoring staff compliance

• Running oversight reports

• Handling incident documentation

• Communication module usage

Week 3-4: Direct Support Staff Training (2-3 hours per session)

• Mobile app navigation

• Writing person-centered notes

• Medication documentation

• Incident reporting procedures

• T-Log (communication) usage

Training Approach That Works:

I've found hands-on practice beats lectures every time. Structure training as:

1. 15-minute demonstration

2. 30-minute hands-on practice with test accounts

3. 15-minute Q&A and scenario review

Create "test individuals" in the system so staff can practice without affecting real records.

Step 7: Develop Your Agency's Therap Policies

Documentation standards vary by agency. Define yours clearly to ensure consistency.

Essential Policies to Document:

Timeliness Requirements:

• Daily notes: Due by 11:59 PM the day of service

• Incident reports: Within 2 hours of discovery

• Medication documentation: Immediately after administration

• Health tracking: Real-time entry required

Quality Standards:

• Minimum word count for daily notes (recommend 50-100 words)

• Required elements (who, what, where, when, outcomes)

• Prohibited language (avoid medical jargon, negative labeling)

• Person-centered language expectations

Supervisor Review Requirements:

• Daily note approval: Within 24 hours

• Incident report review: Within 4 hours

• Monthly summary approval: By 5th of following month

Consequences for Non-Compliance:

• First missing documentation: Verbal reminder

• Pattern of late/missing notes: Written warning

• Continued non-compliance: Progressive discipline

Put these policies in writing and have staff sign acknowledgment during training.

Phase 3: Parallel Documentation Period (Week 4-6)

Step 8: Run Parallel Systems

For 2-4 weeks, maintain your old documentation system while staff practice in Therap. This safety net reduces anxiety and catches issues before going live.

During Parallel Period:

• Staff document in both systems

• Supervisors verify Therap entries match paper/previous system

• Identify gaps in form configuration or training

• Refine workflows based on real-world usage

What to Monitor:

Track these metrics daily:

• Documentation completion rate (target: 95%+)

• Average time to complete entries

• Number of support tickets/questions

• Common errors or confusion points

Step 9: Address Common Challenges

Expect these issues and prepare solutions:

Challenge: "Therap takes longer than paper"

• Reality check: It takes longer initially. By month 2, most staff document faster digitally.

• Solution: Show time-savings in other areas (no copying forms, instant supervisor access, automatic reports)

Challenge: "I can't access Therap at the individual's home"

• Solution: Enable mobile app, provide hotspots if homes lack WiFi, allow brief written notes with same-day Therap entry requirement

Challenge: "Too many notifications"

• Solution: Customize notification settings per user role—direct support staff need fewer than supervisors

Challenge: "Staff forget their passwords"

• Solution: Implement password manager recommendations, ensure email addresses are correct for self-service resets

Phase 4: Go-Live and First Month Operations (Week 6-10)

Step 10: Official Launch

Pick your go-live date strategically:

• Avoid month-end (when reports are due)

• Choose a Tuesday or Wednesday (avoid Monday chaos or Friday staffing)

• Ensure IT support and Therap trainers are available all day

Go-Live Day Checklist:

□ Send all-staff announcement email with go-live date and support contacts
□ Disable old documentation system (if digital)
□ Collect and secure all paper forms
□ Post quick-reference guides at each location
□ Have trainers/super-users available by phone/text
□ Monitor system usage in real-time
□ Celebrate the milestone with staff

Step 11: Intensive First-Week Support

The first week determines long-term adoption success.

Daily Support Structure:

• Morning check-in: Review previous day's completion rates

• Midday spot-checks: Verify staff are documenting in real-time

• Evening review: Catch any missing documentation before end-of-day

• Nightly report: Send completion summary to leadership

Create Super-Users: Identify 3-5 tech-savvy staff members as go-to resources for peer support. Give them extra training and make them available for questions.

Step 12: Month One Optimization

After one month live, conduct a comprehensive review.

Run These Reports:

• Documentation completion by staff member

• Average documentation time

• Incident report timeliness

• Medication error rates

• Forms with highest error/edit rates

Based on data, adjust:

• Form fields that cause confusion

• Permission settings causing workflow bottlenecks

• Training gaps identified by repeated errors

• Policies that aren't working in practice

Schedule Monthly Check-ins: For the first 3-6 months, hold monthly meetings with staff to gather feedback, share wins, and address concerns.

Advanced Configuration for Maximum Efficiency

Step 13: Set Up Automated Reports

Therap's reporting module saves hours of manual work if configured properly.

Essential Automated Reports:

For State Compliance:

• Monthly incident summaries (auto-generate by 5th of month)

• Quarterly service hour reports

• Medication error reports

• Staff training completion

For Internal Management:

• Daily documentation completion dashboard

• Weekly supervision reports (who's behind on approvals)

• Monthly individual progress summaries

• Overtime tracking and staffing patterns

Navigate to Reports > Schedule Reports to set frequency, recipients, and format.

Step 14: Optimize the Communication System (T-Log)

T-Log is Therap's internal communication tool—use it to reduce email clutter and centralize conversations.

Best Practices:

• Create T-Log groups by program, location, or function

• Use subject lines consistently (e.g., "MED UPDATE - [Individual Name]")

• Set notification preferences so critical messages aren't missed

• Archive old conversations quarterly to keep system responsive

Step 15: Integrate with State Reporting Systems

Many states now accept direct data feeds from Therap, eliminating duplicate entry.

Check if your state offers:

• Incident Management System (IMS) integration

• Medicaid billing data export

• Quality assurance report submission

• Critical incident notification automation

Contact your Therap account manager and state licensing agency to set up available integrations.

Compliance and Quality Assurance

Step 16: Build Compliance Monitoring into Daily Routines

Use Therap's dashboard features to keep compliance visible.

Daily Monitoring:

• Unfinished documentation report

• Unsigned notes requiring approval

• Overdue incident investigations

Weekly Monitoring:

• Staff documentation quality spot-checks (read 3-5 notes per staff member)

• Medication error patterns

• Incident trends by type/location

Monthly Monitoring:

• Full compliance audit using Therap's compliance reports

• Individual goal progress review

• Staff training requirement tracking

Step 17: Conduct Regular Audits

Even with daily monitoring, schedule formal quarterly audits.

Audit Focus Areas:

• Documentation completeness and timeliness

• Note quality and person-centered language

• Proper use of incident reporting

• Health documentation accuracy

• Staff signature compliance

Use Therap's Audit Tools: The system includes audit report templates. Customize them for your state requirements.

Troubleshooting Common Implementation Issues

Issue: Low Documentation Completion Rates

Diagnosis: Check if staff understand the system or if workflow is too complex.

Solutions:

• Simplify forms to essential fields only

• Provide mobile device refresher training

• Implement friendly competition (recognition for 100% completion)

• Address individual barriers (some staff may need one-on-one tech help)

Issue: Poor Quality Notes (Generic, Copy-Paste Language)

Diagnosis: Staff don't understand person-centered documentation or feel rushed.

Solutions:

• Provide examples of good vs. poor notes

• Use supervision time to coach on specific notes

• Reduce other duties during transition period

• Recognize staff who consistently write quality notes

Issue: Supervisor Approval Bottlenecks

Diagnosis: Too few supervisors or approval permissions too restrictive.

Solutions:

• Distribute approval responsibilities among lead staff

• Set up escalation rules (auto-approve after 48 hours for certain note types)

• Create supervisor efficiency training on bulk approval features

Issue: Medication Documentation Errors

Diagnosis: Often indicates insufficient training or confusing form setup.

Solutions:

• Conduct refresher training on MAR module specifically

• Simplify PRN medication documentation workflow

• Add photo requirements for high-risk medications

• Increase supervisor spot-checks during med passes

Measuring Implementation Success

Track these key performance indicators monthly:

Documentation Metrics:

• Completion rate (target: 98%+)

• Average time from service to documentation (target: same-day)

• Approval/review rate (target: within 24 hours)

Quality Metrics:

• Notes requiring revision (target: <5%)

• Staff satisfaction with system (survey quarterly)

• Reduction in documentation-related citations during licensing reviews

Efficiency Metrics:

• Time saved on report generation

• Reduction in paper costs

• Faster incident response times

• Decreased duplicate data entry

Compliance Metrics:

• Incident reporting timeliness

• Medication error rates

• State report submission accuracy

• Audit findings related to documentation

Long-Term Maintenance and Growth

Ongoing Training Needs

Schedule refresher training:

• Quarterly for all staff (1 hour)

• When Therap releases major updates

• For new hires during onboarding

• When you modify forms or workflows

Stay Current with Therap Updates

Therap regularly releases new features. Designate someone to:

• Review monthly release notes

• Attend Therap webinars

• Participate in user conferences

• Monitor Therap's support resources

Continuous Improvement Process

Every six months, survey staff and review your Therap configuration:

• Which forms need simplification?

• What new features could improve efficiency?

• Are current workflows still optimal?

• What additional training would help?

Getting Help When You Need It

Therap Support Resources:

• 24/7 Technical Support: 866-516-4376

• Email Support: support@therap.com

• Live Chat: Available through Therap dashboard

• Training Webinars: Check Events Calendar in your account

• Video Library: Hundreds of tutorial videos by module

State-Specific Resources: Many states have Therap user groups or designated state liaisons who understand local compliance requirements. Ask your licensing specialist or Therap account manager about state-specific resources.

Peer Networks: Join online communities of Therap users. Facebook groups and LinkedIn communities offer peer support and shared solutions.

Final Thoughts: Setting Your Agency Up for Success

Successful Therap implementation isn't about perfect technical execution—it's about supporting your team through change.

From my experience, agencies that succeed share three qualities:

1. They plan thoroughly before launching (Phases 1-2 of this guide)

2. They support staff intensively during transition (Phase 3)

3. They continuously refine based on real-world feedback (Phase 4 and beyond)

The first month will feel chaotic. That's normal. By month three, Therap becomes routine. By month six, staff wonder how they ever managed with paper.

Your documentation will be more complete, your compliance tracking will be stronger, and your team will spend less time on paperwork and more time on what matters—supporting the individuals you serve.

Your Next Steps

This week:

1. Schedule your implementation planning meeting with key staff

2. Gather the pre-implementation checklist items

3. Contact Therap to confirm your system access and training resources

4. Create your implementation timeline based on agency size

This month:

1. Complete Phase 1 (system configuration)

2. Schedule Phase 2 (staff training sessions)

3. Develop your agency-specific Therap policies

Need implementation support? Many agencies benefit from working with experienced Therap consultants who've guided dozens of successful rollouts. Whether you tackle this independently or with expert guidance, following this structured approach dramatically increases your chances of smooth, successful implementation.