Catholic Charities of Baltimore Enhances Support Services with AI-Powered Documentation

Catholic Charities of Baltimore has a long history of serving the community, providing essential services such as child welfare, behavioral health support, early childhood education and case management. As the demand for these services grows, the organization has sought innovative ways to enhance efficiency while maintaining high-quality care. By integrating the Netsmart AI-powered tool, Bells, into their electronic health record (EHR) system, Catholic Charities has significantly improved documentation efficiency, streamlined workflows and empowered staff to focus on client care.

The Problem

Before implementing Bells, Catholic Charities faced critical challenges related to documentation burdens. Staff were required to manage extensive paperwork, leading to inefficiencies and burnout. Heidi Rash, Director of Performance Management at Catholic Charities of Baltimore, highlighted the organization’s documentation pain points:

Our pain point was clear— documentation needs to get done, and it needs to get done faster. The burden was growing, and no outside organization was making documentation go away. If anything, the requirements were increasing."

Not only that but the organization expanded its services to include the Building Hope program, which provides case management, employment services and behavioral health support to individuals affected by the Key Bridge collapse in Baltimore. Many of these clients primarily spoke languages other than English, posing additional challenges for documentation and service coordination.

The Solution

To address these challenges, Catholic Charities turned to Bells, an AI-powered tool integrated with the myEvolv™ EHR system. Bells was introduced to support various programs, including family services and the newly launched Building Hope initiative.

Rash emphasized the decision-making process behind adopting Bells:

We didn’t jump on the first shiny new tool. We evaluated multiple options, weighing cost, UX, and integration. Bells stood out because it deeply integrates into our existing system and aligns with our mission to streamline documentation while keeping client records safe."

The implementation of Bells provided several key benefits:

• Real-time documentation: Staff could dictate notes directly into the system using AI-powered speech recognition.
• Language accessibility: Staff could document case notes in both their own and clients’ native languages, reducing errors and improving communication.
• Automated assessments: Catholic Charities leveraged the Arizona Self-Sufficiency Matrix within Bells to evaluate client needs and generate referrals efficiently.
• Data-driven decision-making: The AI-assisted tools helped improve data accuracy, leading to better reporting and funding opportunities.

Adoption Strategy: Building Buy-In Through Collaboration and Care

The success of Catholic Charities of Baltimore’s AI implementation was about more than technology—it was about how to introduce it. Rash emphasized that a thoughtful, collaborative adoption strategy was critical in ensuring staff felt empowered, not replaced.

"It wasn’t the top making this decision," Rash noted. "It was the people that need to use it."

Rather than mandating a top-down rollout, Catholic Charities engaged frontline staff early in the process, asking for input, easing fears and offering gradual training. Rash conducted biweekly meetings with clinic directors and supervisors to revisit the “why” behind the AI tool, reinforcing that Bells was designed to support clinicians, not replace them.

Staff buy-in was further strengthened by showcasing “super users”—team members who had quickly embraced Bells and were documenting efficiently. These users were sent to staff meetings across programs to demonstrate real-world use cases and share personalized tips, which Rash noted made a huge difference.

"I don't write clinical notes. But when other staff hear a colleague say, 'I dictated my notes using Bluetooth on my drive between sites,' it clicks."

Catholic Charities also paced the rollout with incremental training sessions, allowing users to build confidence in each feature before introducing the next. Change is hard,” Rash explained. "We're an organization that's been in operation for a hundred years. We take baby steps."

By centering staff voices and focusing on user experience, Catholic Charities created a culture of curiosity and shared ownership around the adoption of AI—making it a successful and sustainable change.

The Results

The integration of Bells has had a transformative impact on Catholic Charities’ operations:

• Faster documentation: Staff who once struggled with extensive paperwork are now completing notes in a fraction of the time.
• Improved staff satisfaction: Therapists and caseworkers have embraced the system, recognizing how it reduces administrative burdens and allows them to focus more on clients.
• Enhanced service delivery: The Building Hope program, which relies on bilingual caseworkers, has seen improved efficiency in managing referrals and case notes, thanks to AI-powered documentation tools.
• Better funding opportunities: With more accurate and timely documentation, Catholic Charities has strengthened its reporting capabilities, supporting grant applications and funding initiatives.

Rash noted the staff’s overwhelmingly positive reception:

"Bells isn’t replacing staff— it’s replacing the tasks they don’t want to do.
It helps them focus on the work that truly matters: engaging with clients and providing care."

The success of Catholic Charities of Baltimore’s AI integration showcases the power of technology in advancing nonprofit operations. With Bells, the organization has streamlined workflows, reduced burnout, and improved service delivery, ensuring that critical resources reach those who need them most.

As Rash put it:

"Bells has been a game-changer. It’s efficient, easy to use, and it allows us to serve our community better. We would 100% recommend it."

By embracing AI-driven solutions, Catholic Charities is not only meeting the challenges of today but is also future-proofing its services for the growing needs of tomorrow.