Calm Again Counseling, a San Francisco-based group therapy practice, was balancing the growth of its business with the need for consistent operations. Clinical Director John Clarke found his time increasingly divided between answering repetitive questions, managing onboarding, and maintaining team communication, all of which pulled him away from his primary role in client care. In search of a solution, John turned to Waybook.
Before implementing Waybook, Calm Again Counseling faced several operational challenges:
John’s time was often spent answering the same questions from team members, detracting from his clinical work and leadership focus.
New processes often led to confusion and alignment challenges, making it hard to ensure the entire team was informed and on the same page.
Integrating new therapists and staff into the practice’s culture and processes was essential but time-consuming, stretching resources thin during busy periods.
John chose Waybook as a centralized platform to manage operational information, streamline onboarding, and foster team independence. This decision allowed him to create an efficient and reliable system for handling internal knowledge and resources.
Waybook became the “internal Wikipedia” for Calm Again Counseling, consolidating all essential processes, resources, and information. Clinicians learned to rely on Waybook as a first resource, reducing their need for management support and creating a self-improving knowledge base.
With Waybook, John created a structured onboarding process that allowed new hires to familiarize themselves with processes before their first day. Progress tracking helped John and his practice manager monitor each new hire’s development, leading to smoother, faster onboarding.
Waybook enabled John to shift from live training sessions to on-demand learning, allowing new hires to revisit training on their schedules. This change freed up time for both new clinicians and senior staff while ensuring knowledge retention.
By empowering his team to turn to Waybook first, John ensured clinicians had access to up-to-date information at all times, reducing repetitive questions and enabling them to work independently. This shift not only freed John’s time but also created a continuously improving knowledge hub that serves the entire team.
Now, we’ve gotten into the habit where any time there’s a new process, it’s noted in Waybook, updated there, and the team is notified. They are encouraged to go there first for their questions.
The impact of Waybook on Calm Again Counselling:
John’s time spent answering repetitive inquiries dropped significantly, allowing him to focus on client care.
New hires reported a smoother onboarding process, arriving on day one with a clear understanding of practice expectations and values.
Clinicians became self-sufficient, relying on Waybook for answers instead of manager support.
Therapists were empowered to balance clinical duties and business growth, creating a supportive and productive work environment.
Waybook has freed John from daily interruptions, allowing him to focus on strategic growth and client care. With clinicians empowered to access Waybook as their “internal Wikipedia,” John no longer needs to field repetitive questions, giving him back valuable time for high-impact tasks.
Clinicians now know to go to Waybook and search it like an internal Wikipedia. As we've built this up, my phone has gone eerily quiet… People are just using it, finding what they need, and the resource keeps getting better and better.
Waybook empowered Calm Again Counseling to streamline operations, enhance onboarding, and shift from reactive to proactive management. For any growing practice, Waybook provides an efficient and scalable solution to achieve consistent communication and operational harmony.
