FAQs

How long does implementation take?

Typical time to fully implement iCM takes anywhere between 2-4 months, which includes training of staff and roll-out of the system.

How can we effectively select a ‘GO LIVE’ date?

We will partner with you to develop an implementation plan and ‘GO LIVE’ date based on your priorities and specific requirements.

What is the Implementation Process?

After we develop your custom rollout plan we will meet weekly with your implementation team to complete setup tasks and keep your agency on track to go-live.

How are trainings done and how long do they take?

iCM provides free training as part of our on-boarding and implementation process. Remote trainings and/or face-to-face trainings can be scheduled as needed once the on-boarding and implementation is completed. In addition to training, iCM gives unlimited access to materials and resources.

Who will train staff members that join our team later?

Ongoing training is provided by a staff member at your agency. iCM will provide initial training and also train your trainer resources so that you may train your staff on an ongoing basis, as required.

What is the on-boarding process?

The implementation process typically follows these steps:

What are the technical requirements for using the system?

iCM is a cloud-based system requiring only a browser and an internet connection. The system is highly responsive to mobile and tablet devices and can be used on any platform including Windows, iOS, and Android.

Will we get a free trial period to test the system out?

We can provide you with a demo account so you can explore iCM on your own. Once a contract is signed, we’ll create your account and we’ll begin working with your agency on getting started.

Can we get customizations done?

iCM is customizable and the team behind iCM actively and routinely works with all clients for the implementation of custom features. Types of customizations include additions to ADLs for tracking goals and outcomes of the people you support.

Is the system able to integrate with pharmacies?

Yes, iCM integrates with your pharmacy’s system for placing and tracking orders.

What control does the system provide for accessibility and access according to our team’s hierarchy & roles?

System admins can set up roles and permissions and also decide who can perform certain functions through iCM.

Does the system have any downtime? How is it managed?

Our clients are notified via email in advance of any planned downtime for system maintenance. This is typically scheduled during overnight hours when there are less active users.

How often is the software updated?

iCM team takes pride in constantly updating the system and its features, based on client feedback and State and Industry regulations. As a result, the software is updated frequently with new or improved features, enhanced front-end interface for better user experience and with the latest technology.

Our staff are not tech-savvy. How will this affect the usage of the system?

iCM has an easy-to-use interface so that staff can spend more time with the people they support.

How fast does customer support respond?

Technical & Customer Support via phone is available Monday through Friday 8 am – 6 pm EST. However, the helpdesk is available 24 hours a day via email and customer ticketing system. We respond to all requests and questions promptly and no later than 4 hours from the receipt of the ticket.

Will I lose control by not having paper-based records for everything?

Not at all! You will have more visibility into the day-to-day operations and compliance.

Is the system customizable according to our State’s regulations?

System admins can set up roles and permissions and also decide who can perform certain functions through iCM.

Does the system have any downtime? How is it managed?

iCM is highly customizable. We have a process for reviewing and prioritizing requests for customizations and would be happy to review any needs you may have.

Is the system HIPAA compliant?

iCM is highly customizable. We have a process for reviewing and prioritizing requests for customizations and would be happy to review any needs you may have.

Is the system HIPAA compliant?

Yes, iCM is HIPAA Compliant.

Is the system compliant with our State regulations?

Each state is different and we strive to provide a solution to document services that your agency is accountable for. If there is something that is needed, just ask!

Can the state surveys be completed in the system?

Yes, state surveys can be completed in iCM as needed. You can provide them temporary logins and provide access to requested clients or staff to complete a survey.

How much does iCM cost?

Monthly charges are based on census not number of users. An account with iCM costs $15/month per active individual/resident/person supported. You have the option to lock your monthly fee to a set amount.

Are there any other set up and up-front costs?

iCM has no other or hidden charges for setting up your account and get going.

Is there an additional cost for each module?

There is no additional cost for accessing any module. With an account with iCM, you get access to all current and upcoming features.

What is the cost of training and implementation?

Making our clients happy and productive is our primary focus. All trainings conducted by iCM team are free of cost and are part of the monthly package.

What does the monthly fee cover?

In addition to access to all of the system's modules and features, the monthly subscription fee also covers the following:

  • Initial setup
  • The entire onboarding process
  • Integration with the pharmacy systems as needed
  • Initial and on-going training
  • Data Import
  • Unlimited Technical Support