Case Study: Hoyleton Youth & Family Services

Hoyleton’s residential program provides 24/7 therapeutic care. Every interaction must be documented to meet Medicaid requirements, but the case-note workflow inside Salesforce was slow and stressful for staff. Three narrative fields: intervention, client response, and progress justification, required clinical wording that didn’t come naturally to many youth-care workers.

As Jennifer Cox, Director of Learning and Staff Development, explained:
“We have so many people who are phenomenal with our kids, but when it’s time to write the case note, the pressure kicks in. And when a task is unpleasant, we all procrastinate.”

Notes were often delayed, accuracy was inconsistent, and staff was spending more time writing than working directly with youth.

Hoyleton needed a way to make documentation easier and more consistent inside Salesforce. To meet that goal, radianHub built Andy, an AI-powered assistant that supports the three narrative fields that staff struggled with most. A worker can enter a short description and receive clear, Medicaid-compliant wording they can use or adjust.

“You can type five words and the AI gives you strong, accurate options. I was blown away,” said Jennifer Cox.

The improvement was immediate. One staff member completed three notes in 15 minutes, work that sometimes took an hour and a half. Faster documentation means fewer delays, better accuracy, and more time with youth.
The tool also helped staff see the clinical value of their everyday interactions:

“Sometimes they don’t give themselves credit for the hard work they do,” Jennifer said. “When they see the AI tie their interaction to mental-health treatment, they realize, ‘Oh, I really did help.’”