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Drawing from their own software-driven growth, Teamwork’s COO guides fellow ABA companies.

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Drawing from their own software-driven growth, Teamwork’s COO guides fellow ABA companies.

September 19
01:25 2023
Going from 20 to 75 clients in just a year, Teamwork revolutionizes workforce operations for itself and other Applied Behavior Analysis companies.

As Teamwork underwent its remarkable growth journey, its team encountered and overcame various challenges that have shaped the company’s operational strategies. Their Chief Operating Officer, Troy Cassel, a seasoned veteran in the field of healthcare and management, shares the company’s knowledge and operational experience with others in the industry, enabling the delivery of more efficient care to children.

Understanding the Clinical Nuances: A Key to Effective Service Delivery

One key lesson learned was that it’s difficult to fully understand the intricate clinical nuances of scheduling when one first joins an organization. It’s necessary to strive for an interface with the company’s clinical directors to make efficient scheduling decisions. Over time, schedulers can learn to judge and develop certain guidelines for when clinical approval is necessary such as a child showing aggressive or self-injurious behavior.

Recognizing these subtleties can greatly impact the effectiveness of ABA therapy. For instance, the decision between providing services for three consecutive days versus once every two days or consideration of daytime or evening hours for therapy sessions can yield significantly different outcomes.

Furthermore, the ability to distinguish between areas where a child is struggling – whether it’s at school or home – empowers professionals to tailor interventions more precisely.

Speaking to the company’s COO, Troy Cassel, “As a company that not only offers scheduling solutions but also provides ABA care for children, we feel that we have a unique perspective on what operational processes separate the fast-growing organizations from the rest. We’ve talked to so many ABA companies that are leveling up their staffing practices and have gone through our journey of growth. It has certainly humbled us but also provided us with insights that go beyond theory, allowing us to offer detailed guidance to fellow ABA organizations. Our experience empowers us to share realistic advice on what to do and, perhaps more importantly, what not to do.”

The Importance of Streamlining Work Processes and Centralizing Information 

Another major lesson learned was that operationalizing critical processes is crucial for managing an increased workload. Cassel strongly advises incorporating Customer Relationship Management software into the intake process.

Additionally, by collecting comprehensive information during the initial stages of the intake process, ABA organizations can greatly streamline work processes. The addition of CRM software also helps this. “It’s much more beneficial to collect more information up-front rather than asking for it later,” COO Troy advises.

A CRM can help centralize information. It can significantly enhance coordination and effectiveness and ensure that accurate information about caregiver availability is provided to parents on the waitlist. CRM cannot maintain everything, however, and Teamwork has found massive success in using the company’s platform as the single source of truth. Teamwork’s comprehensive scheduling software, Teamwork Tech, plays a pivotal role in centralizing and managing critical managerial aspects.

The software offers seamless integration with a company’s CRM system, automating communication with parents for tasks such as availability and vacation updates, easing the process of maintaining a single source of truth, and allowing companies to focus on delivering exceptional care without the hassle of managerial tasks.

Understanding Staff Motivations and Retention Strategies

Understanding and addressing staff motivations is paramount to ensuring high retention rates in an industry known for challenges in this regard. Direct care therapists, who often bear the brunt of high turnover rates, have been identified as vulnerable to burnout due to inadequate training, clinical support, and pay structure. According to a report by BHCOE, the industry retention rate is as shockingly low as 59%, “We found that two big drivers of retention are improved training programs and increased clinical support,” says their COO, Troy Cassel, “However, the single biggest improvement we found was involving technicians in the scheduling process. Teamwork has been extremely useful in this regard, allowing therapists a transparent look at clients’ behavior before working with them.” 

As direct care therapists play an instrumental role in delivering compassionate and effective care, understanding their needs is paramount. By fostering an environment that values and supports staff, organizations can not only reduce turnover rates but also enhance the quality of care provided to clients.


Teamwork Technology uses its extensive knowledge and experience, offering solutions designed to enhance the efficiency and effectiveness of ABA organizations. Committed to delivering innovative tools that streamline operations and improve client outcomes, Teamwork empowers ABA professionals to make a lasting impact on the lives of children and families.

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Company Name: Teamwork Technology
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