Udac is a mission-driven nonprofit organization based in Duluth, Minnesota, dedicated to enhancing the lives of individuals with disabilities. Udac empowers clients by offering individualized supports that promote meaningful work experiences and full participation in community life. Through customized employment services, clients engage in jobs that reflect their interests and capabilities while fostering inclusion in workplaces throughout the Duluth area. In addition, Udac’s CLE programming offers rich opportunities for personal growth, social connection, and everyday engagement—well beyond the confines of traditional service settings.
“We bring individuals into the heart of the community,” said Lola Aune, Udac’s Director of Human Resources. “Our retirement program meets at a local Senior Center, allowing participants to connect with individuals without disabilities. We also run a vibrant garden club that grows fresh produce throughout the season. Once harvested, all of it is donated to CHUM, our local food shelf—bringing nourishment and a sense of community to those who need it most. Udac offers many other community-based activities that enrich lives through shared experiences.”
Aune, who has served at Udac for more than eight years, wears multiple hats—managing responsibilities across HR, transportation, IT, billing, and more. Her multifaceted role gives her a deep understanding of operations and reinforces her commitment to decisions that place clients at the center of everything Udac does.
Before transitioning to Pavillio, a homecare agency management solution from HHAeXchange, Udac relied a platform that offered limited digital billing capabilities but fell short of supporting the organization’s broader operational needs. While it technically supported digital billing, the process remained largely manual and inefficient. Staff would submit paper documentation, and one full-time employee would spend 80 hours every two weeks manually entering billing data into the system. “We were doing everything on paper: turning in the papers manually and inputting it. We had one full-time person that did nothing but billing.” Aune said.
Our old platform would still send through claims even if someone wasn’t eligible. Pavillio catches that and helps me hold off on sending it until it’s fixed. That saves a lot of time and hassle.
Lola Aune
Director of Human Resources, Udac
As Udac shifted to support community-based services and no longer employed its staff under one roof, the need for a more digital, real-time, and centralized solution became urgent. “All Udac staff is out in the community. For easy access to information and to maintain a person’s privacy the staff needed something they could use independently, wherever they were,” said Aune.
As Aune’s team expanded and its needs evolved, it became clear that a more dynamic and scalable system was essential. The transition to Pavillio proved to be a game-changer. One of the most impactful advantages was its ability to empower staff working in the community. With a centralized platform, team members can access real-time client information no matter where they are.
“They can simply open the app to view client details, clock in, chart progress, and manage everything independently while out in the field, while keeping all information safe and secure” said Aune. “It’s all at their fingertips—giving them the confidence and resources they need to do their jobs efficiently.
Previously, the agency relied on a full-time employee dedicated to handling their highly manual billing. Today, that workload has been reduced from 80 hours every two weeks to less than one hour, now managed entirely by Aune. “Now, I do billing every other week in less than an hour. It’s a huge time saver,” said Aune.
Pavillio not only helped Aune cut down hours of manual labor but also ensured that the billing is compliant and accurate, both of which are essential for the financial and overall health of a homecare provider. “I’m very diligent when it comes to making sure billing is correct. I spot-check what my staff inputs versus what is being billed, and 98% of the time it’s right with Pavillio.” Even when claims do get rejected, the resubmission process is simple and intuitive. “If something gets kicked back, it’s really simple to resubmit it. The system shows you right away. It’s very easy to fix.”
She also appreciated Pavillio’s safeguards, such as flagging clients who may appear eligible on paper but are temporarily ineligible due to incomplete documentation. “Our old platform would still send through claims even if someone wasn’t eligible. Pavillio catches that and helps me hold off on sending it until it’s fixed. That saves a lot of time and hassle,” said Aune.
Pavillio has played a key role in helping Udac thrive in the transition to a community-based provider and its mission to support individuals with disabilities to lead independent, meaningful lives. By reducing manual tasks, empowering staff in the field, and drastically reducing time spent on billing, Pavillio has freed up time and resources that Aune and her team put back into the agency and the people they serve.
When asked her advice to other providers who are looking at Pavillio, Aune said “Do it. No system is going to do everything, but Pavillio has been really great for us.”