purchasing, outreach
The Mental Health & Recovery Services Board of Lucas County (LCMHRSB) oversees the planning, funding, and monitoring of behavioral health services across Lucas County, Ohio. Working through a network of provider agencies, the Board ensures that residents have access to essential mental health and addiction recovery programs. It oversees everything from contract and program management to grievance handling, purchasing, and community outreach, ensuring that every initiative supports recovery and well-being across the county.
To manage these critical functions more effectively, LCMHRSB uses Creatio’s agentic
Key Deliverables
Unified Provider Relationship Management
Centralized all provider and contract interactions in a single platform, improving efficiency, collaboration, and transparency across departments.
Digital Workflows
Replaced manual handling with automated processes for tracking and reporting—strengthening compliance and accelerating case resolution.
Automated Orders and Vendor Management
Digitized the purchase order process preventing delays for approvals, providing full visibility into data tracking purchases throughout the life cycle, and ensuring funds are used effectively.
Centralized Event Management
Streamlined event planning by linking vendors, purchase orders, and task checklists in one environment to improve coordination and continuity.
Dashboards and Oversight Tools
Introduced real-time dashboards that give a clear view of agency engagement, contract performance, and departmental activity trends.
Compliant No-Code Environment
Configured all workflows with built-in traceability and audit trails to meet state and federal compliance requirements, including HIPAA.
Paper-Based, Siloed, and Person-Dependent
Collaboration across LCMHRSB wasn’t always easy. Each department (Programs and Services, Finance, Contracts, Compliance, and Outreach) had its own way of working, and important information was scattered across handwritten notes, Word documents, and personal folders.
Meeting summaries were not easily accessible between departments, while complaints and grievances from community members were still recorded on paper and locked away in a desk drawer. At times, a purchase order could take a few days to move between offices for approval. Vendor lists and event plans lived in personal spreadsheets, making it hard to know who had reached out to whom or what progress had been made. Without a shared system, teams lacked a clear view of provider relationships.
It wasn’t a lack of dedication, but a lack of visibility. Information gaps made it difficult to collaborate and share data, created additional steps during decision-making, and complicated compliance in an environment where accuracy and accountability are essential.
Building a Connected, Compliant Operation
For a public organization like the Mental Health & Recovery Services Board of Lucas County, every process must balance two essentials — compliance and capacity. With limited technical resources and increasing documentation requirements, the Board needed a modern system that could close compliance gaps, strengthen accountability, and bring every department onto the same page.
The search focused on finding a HIPAA-compliant, easy-to-use, and intuitive platform that could help the team manage 360-degree provider profiles and streamline operations in a collaborative manner. The Board also needed a solution that would eliminate manual, paper-based workflows, provide real-time reporting, and offer clear visibility into every step of its operations.
Creatio’s agentic, no-code platform met all those needs. It gave MHRSB a connected operational environment where every process is documented and traceable, ensuring data integrity, compliance readiness, and greater efficiency across provider relations, grievances, purchasing, and community outreach functions.
We’re very happy with the product and the customer support. We’re building more and more into it because it keeps us organized, automated, and compliant. At this point, we are trying to run as much of our operations through Creatio as possible.
The implementation of Creatio has reshaped how the Mental Health & Recovery Services Board of Lucas County operates, bringing together departments, data, and documentation into one connected, compliant environment. Processes that were once manual and inconsistent are now streamlined, traceable, and easy to manage. Across the organization, staff collaborate and work more effectively and maintain full visibility into the programs and providers they support.
Breaking Down Silos to Strengthen Collaboration
At LCMHRSB, collaboration depends on dozens of conversations across departments and agencies. With Creatio, those conversations finally have a home. Every meeting, note, and follow-up is captured in one shared system, giving staff a clear and connected view of every provider relationship.
Creatio gives us a true 360-degree view of our provider relationships. Finance can see what Programs discussed, Programs can see what Compliance flagged, and leadership can finally understand every interaction in context. It’s transformed how we collaborate and make decisions.
This connected record has replaced fragmented documentation with a single, audit-ready source of truth, improving coordination, speeding up communication, and strengthening accountability across departments.
Building Trust Through Transparent Case Management
Handling grievances and complaints is one of the most sensitive and important parts of LCMHRSB’s mission. What used to rely on paper forms and individual follow-ups is now a structured, transparent process that anyone on the authorized team can manage.
Every grievance and complaint is logged, tracked, and reported digitally. Timelines, follow-ups, and outcomes are visible at a glance, and standardized reports can be generated in seconds. The new system ensures that nothing falls through the cracks, compliance requirements are consistently met, and management can view how they are handled.
Modernizing Procurement with Speed and Control
Order approval time
From staff training to community events, LCMHRSB relies on a steady flow of purchase orders and vendor partnerships. Working with the Finance Department on the LCMHRSB’s next build, the Purchase Order process is projected to be shortened. With Creatio, the entire process will become faster, clearer, and more reliable. Vendor information, including remitting details, classifications, and budget data, is stored in one place, making it easy to search, compare, and approve requests.
Automated routing and shared visibility will transform purchasing from a week-long paper chase into a two-day digital workflow. Approvals will move quickly, requesters will know where the Purchase Order is at in the process, and spending can be monitored in real time, ensuring funds are used efficiently and transparently.
Streamlining Event Management
The Board regularly organizes community events like Recovery is Beautiful, Mental Health First Aid, and Crisis Intervention Trainings (CIT). Now, the execution of these events starts in Creatio, complete with vendor lists, contact details, linked purchase orders, task checklists, and post-event feedback.
Creatio gives us operational continuity. If someone is unavailable, another team member can immediately step in and see everything—vendors, purchase orders, checklists—all in one place. It keeps our work moving without interruption.
The result is consistency across events, smoother collaboration, and stronger institutional memory for future planning.
Smarter Decisions, Greater Impact
With its operations continuing to grow on the Creatio platform, the Board the team plans to explore Creatio’s AI-driven analytics to gain deeper insight into provider performance, funding use, and community outcomes—continuing to advance transparency, efficiency, and service quality across Lucas County.
Creatio has given us a strong foundation to build on. The combination of automation, agentic capabilities, and AI will help us stay proactive, anticipate needs, and make better decisions for the people we serve.
