Does your help line have a hard time organizing and finding and information and referrals? The iCarol help line software makes it simple to keep track, find and protect your non profit contact center’s information about community service providers. With a referral database that even computer novices love, iCarol gives your help line the capacity to assist callers faster and more effectively. And now with the ability to integrate live chat and public resource directories, you can offer your services in the variety of ways that callers expect.
Casey G, Program Coordinator, 211/First Call For Help Missoula, MT, USA tells us, "We are really pleased with iCarol. I feel that your people were very thoughtful in how they approached our specific needs and we now have a system that is incredibly streamlined and efficient without having had to compromise on our specific requirements."
Here’s how your help line can serve more people with iCarol:
- Find referrals for your callers
Finding, making and logging referrals is well integrated into the process of taking a call in iCarol. Quickly browse and search your referral database, filtering by geography, caller need and more.
- Create and manage information about service providers
For each agency, program or site you wish to track as a service provider, the record can be as simple as a name, or contain dozens of useful fields that are recommended by professional "information and referral" associations like AIRS.
- Categorize and organize your referrals
It's fast and easy to create categories and keywords, and then assign your resources into them. And there's no limit to how many categories and levels of hierarchy you can create in your referral database. You can either use your own categorization scheme, or use a standard one like the AIRS 2-1-1 Taxonomy.
- Organize resources into Agencies, Programs and Sites
Whether you only have a few hundred resource records, or have tens of thousands, iCarol is flexible enough to help you organize them in a hierarchical structure that makes the most sense for you.
- Designate "coverage areas" for your resources
For each resource, you can designate it's coverage area that represents the geographic area that it serves. These can be as simple as a single town, or contain any combination of cities, counties, postal codes and states/provinces. Then when searching for resources for a caller, iCarol will automatically show you just those that would serve the caller, based on their location.
- Reports give keen insight into your referrals
Quickly find out your help line’s top referral organizations, unmet needs and caller problems with reports filtered by date range, geography and a range of other parameters.
- Automatically share databases with partner agencies in your region
Authorized help line contact centers can make referrals from your live referral database, from within their own iCarol system. Whether you collaborate with two or 200 other help lines, we make it easy to assemble a regional, statewide, provincial or even national database by aggregating them amongst all of you in the network. We have also written an informative article about considerations for sharing your resource database with partners.
- Keep your information and referrals verified and updated
iCarol will help you verify and update your community referral organizations’ information on a periodic basis, so that you can be sure it does not get outdated. iCarol can automatically send reminder emails, request changes from a secure web page for self-serve updating and allow you to view, modify and accept those changes in your referral database.
- Publish your resource database on your public website
No need to import or export anything. Your current referral database can be browsed and searched from your own public website. All the content will look and feel to the user like they are still on your website, but behind the scenes iCarol will be doing all the work for you.
- Printable directories
Create PDF or Microsoft Word versions with part of, or your entire referral database. These can be ready for printing or distribution to your partner help line contact centers and the community.
- Import from other software
We've successfully imported referral databases from other standard and custom software into iCarol.
- 2-1-1 taxonomy & AIRS compliant
iCarol fully supports the 2-1-1 taxonomy and is compliant with the AIRS accreditation standards, including ongoing enhancements. We support the new "import from XML", "sixth level" and "trailing zeroes" features. Our system is structured with the AIRS-recommended agency, program, site method and supports import and export with the AIRS XML 3.0 specification.