Communication is key in any relationship, and of course that includes iCarol’s relationship with our users!
Because iCarol is a web-based software, we roll out updates and enhancements to the platform regularly and seamlessly, without system downtime or the need for users to download and install anything. This is of great benefit to our users, though it presents a challenge to us to make sure our users are aware of these changes so they can understand and take advantage of them.
We communicate system news to people in a variety of ways, and the method will typically depend upon who it effects as well as the type of enhancement and its scope or level of impact. Often each enhancement is communicated using a number of methods and not just one.
When Admin level users sign into iCarol, they’re presented with their own dashboard of information most pertinent to them and their position as leaders at their agency. There are two areas on this dashboard where system changes are communicated.
Release history and plans
A software “release” happens when our Technical Team takes the enhancements or fixes they’ve been working on and apply them to the live iCarol system accessed by users. This step is the culmination of careful process undertaken by our Support, Technical, and sometimes Product Management Teams. Once a certain enhancement is coded by the Technical Team, a member of the Support Team or Product Management Team will thoroughly test the enhancement in a series of simulations in our test system to ensure the enhancement works as designed without undesired impact to existing processes. Once this process is complete, the “deployment” happens and the changes go into affect for everyone who signs into iCarol. The system doesn’t go offline or experience downtime in order for this to happen, so the changes may appear transparent to users unless they notice a new enhancement, or if they read the release notes.
A summary of upcoming release plans can be found on the right side of your Admin Dashboard.
Clicking the link for “See more release history and plans” takes you to the details list of what enhancements are included in an upcoming release to the iCarol web application, and details on past inclusions as well. A drop-down menu allows you to pick which element of iCarol you’d like to view release details on. These are broken down by the iCarol web application (your main iCarol system), Public Resource Directory, Messaging, and API. Each of those elements of iCarol have seperate releases and separate lists of work items to be tested and applied.
In addition to the Admin Dashboard, users of other security levels also have access to these release notes from their own dashboard. For those volunteers and staff members, the release notes are linked at the bottom left of the screen when they first log into iCarol.
Keep in mind that the language in these release notes can be a bit technical, but if you think a particular item may be important to your work and you’re not sure what it does, you are welcome to ask the Support Team for more details.
Announcements, Tips, and Tricks
In the center column of the Admin Dashboard is the “Announcements, Tips, and Tricks” area. In this area we’ll share news and goings on of note to Admins. This is one of the places we’ll typically announce noteworthy new features or enhancements, upcoming events such as when we’ll be at an industry conference or are holding a webinar, and important news like letting you know when a Taxonomy update is coming.
‘Help’ area of your iCarol system
All users signed into iCarol can access the ‘Help’ area at the lower area of left main menu.
The ‘Help’ page includes a number of links to tools including:
Training Webinars and Tutorial Videos
When you first land on the ‘Help’ page you’re brought to our collection of recorded Training Webinars and other tutorial videos or video series on how to use the various features of iCarol. These videos are categorized by the feature area they pertain to.
There is a library of solutions, step-by-step instructions, and answers to common questions that can be read in the Help Articles area of the ‘Help’ page. These articles can be browsed, or you may search using keywords or phrases the find the topic you wish to read up on.
iCarol Ideas Portal
Earlier this year we introduced the iCarol Ideas Portal. In this area of iCarol you can view the feature enhancement ideas submitted by your peers, vote for the ones you like most, submit your own ideas for consideration, and subscribe to ideas that interest you. When you subscribe to an idea we supply ongoing email communication to you about its progress toward potential implementation. Not only do we discuss this new area extensively on the blog, but we also covered it in a recent webinar as well.
Though not yet available to all of our users, for some time now new iCarol systems in trial have included in-system guides to help users learn how to use iCarol. These smart guides present themselves to a user when they enter a certain feature area to encourage them to take a brief tour or learn more about how to use a certain element of iCarol, and then walks them through the process. These guides are tailored for users based on their security level, ensuring that everyone gets a walk-through that is appropriate for their role. We’ve discussed these guides in past Enhancement Review Webinars and will be sending our users more information about them, as well as posting blogs and offering other communication, when we are nearing the wide release of these guides to all of our users.
Submit a Case
If you can’t find the answer to your question by searching in the Help area or elsewhere, or if you need to report an issue, then we welcome you to contact our Support Team for additional assistance. This is done by opening a case in the Case Management area. You can read our full instructions and tips for the best way to do this here.
Website and Blog
The iCarol website can be a great source of information about software features, including new feature released. Our primary features and sub-functions of those features typically have web pages describing their purpose and use, and visitors to our website can easily explore what iCarol has to offer.
On the iCarol blog we will post about new features and notable enhancements as they are added. Often our blogs will highlight how this new enhancement works, the solutions it aims to present to our users, how to enable it, instructions on use, and ideas for how you might use a feature at your organization. If you are signed up to receive our Weekly Blog Digest, you’ll receive a single email per week delivering links to all the blogs from the previous week.
We realize that your email inbox can get really full really fast, and so we try to be mindful of that by carefully deciding when to directly send you feature news via email. When a new feature or enhancement is particularly impactful or presents major opportunities for our users, then we may choose send direct emails. You can manage your communications with us, though keep in mind that as an iCarol user you may get necessary and important system emails from us, or shift reminders and other system notifications, even if you have unsubscribed from “marketing” emails.
We recognize that sometimes it’s nice to hear from us live and “in person” and so we occasionally offer webinars to discuss new features or enhancements to features. Once every few months we’ll hold our “Quarterly Enhancement/New Feature Review” webinars. These webinars are a chance for us to look at the most noteworthy system enhancements of the last few months and present them to you, consolidated, in the webinar. We’ll discuss the purpose behind the feature and the problems it aims to solve, talk about how it could potentially be used by you, and the benefits it delivers to your organization. Note that these enhancement review webinars are not trainings or walk-throughs of the features, but rather a chance for us to provide you with an overview of its use and purpose, as well as give you an opportunity to ask us questions about these enhancements. In addition to the regular enhancement review webinars, when a new feature is released that has a far-reaching impact, or presents a major change in functionality, we’ll also hold webinars about that particular feature, to provide an overview or also to train users on how to use it.
Annual Customer Survey
While we send out various communications to our users, it’s also important that we invite you to communicate with us and give us feedback. Each year we send out a survey to our Admin and Supervisor users asking for your input on a variety of topics pertaining to iCarol and your use of the platform. If you’re an Admin or Supervisor you’ll be receiving this email very soon, and we hope you’ll take a few moments to respond and let us know how we’re doing.
As a web-based and ever-evolving software solution, we recognize how imperative it is that we communicate effectively with our users so that they can make the most of using their iCarol systems. If you have any questions or feedback about how we communicate with our users, you can feel free to . And as always, if you have a specific question about how to use iCarol that isn’t covered or the answer can’t be found in one of the various places described above, please reach out to our Support Team for assistance.
Congratulations to our friends at Ontario 211 (ON211) — recent winners of the 2017 Citizen and Community Global Impact Award for their website, along with partners BDO IT Solutions. This award is granted to an organization that exhibits excellence in creating solutions that improve communities.
This award is a result of a partnership between ON211 and BDO IT Solutions to create a cost-effective, web-enabled solution aimed at transforming ON211’s online presence and among other goals, making their website easier for community members to navigate and find needed resources. BDO worked closely with Ontario 211 Services to develop the service on Microsoft’s technologies and implement in the Microsoft cloud, Azure. ON211 Resource records are curated in the iCarol database and that data is made accessible to the website via the iCarol Resource API.
Read ON211′s full press release about the project and award here.
Find out more about iCarol’s Resource API here and here, and please contact us if you’d like to learn even more about using the Resource API at your organization.
Many iCarol clients are required to collect and report on the needs of their help seekers. Those clients who use the AIRS taxonomy are able to do so using a tool called Needs by Taxonomy. There is no additional fee to use this tool as it is included for those who subscribe to the Taxonomy in iCarol, but a member of the iCarol Support Team will need to turn it on in your call reports forms. Once this tool is turned on, you may use the instructions below to document Needs by Taxonomy.
To begin, click the “Search for Resources” link in the upper right hand corner of the call report form. This will open the Resource search screen.
Next, conduct a search for a taxonomy term. Please note this tool only works when searching by Taxonomy, not when completing a Resources or a Keywords search. When the search results are returned, a box labelled “Terms searched” will appear indicating what taxonomy term was searched, as shown below.
When you view the details of a record, you will see a link at the top of the screen that says “Choose terms best describing the caller need for this referral”. If you click this link, you will see a list of all the taxonomy terms assigned to the resource. The taxonomy term you searched will already be checked, and you can choose additional terms or change the term checked if you would like. To make a referral to the resource, click the “Make referral” button.
On the Resources tab of the call report, the taxonomy term describing the need will now be at the top of the tab. You can check and uncheck which referrals met the need. By default, the Met/Unmet column will show “Need was met”.
In cases where a referral could not be found to meet the need of the help seeker, the need can still be documented and noted as unmet. To do so, conduct a taxonomy search. When the search results and the “Terms searched” box are shown, click the blue plus sign next to the taxonomy term search to change it to a green check mark.
Close the Resource Search screen and view the resources tab of the call report. There will now be a second Need noted, but with no referral. If you click the drop-down menu in the Met/Unmet column, you can choose a reason why the need was unmet. iCarol includes a default list of unmet need reasons, but this list can be customized by making a request to the iCarol Support Team.
If anyone has any further questions about the Needs by Taxonomy tool, please feel free to contact the iCarol Support Team via the online case management system.
From our friends at the National Council on Problem Gambling:
The National Council on Problem Gambling announces the results of the elections for officers to guide the organization for the 2017-2018 term. Marlene Warner was elected President, Chip Polston was elected as Vice-President and Julie Hynes as Secretary. Ray Pineault was re-elected as Treasurer. All officers serve one year terms, with the President subject to a limit of two terms. To see the complete press release click here.
Technology has really changed the way businesses can advertise their products and services. Marketing has gotten so precise. Maybe you’ve noticed it when you log into your favorite social media platform. When I’m scrolling through my Facebook feed it’s almost eerie just how absolutely tailored the ads are to me personally. It’s not uncommon for me to see ads specific to the breed of dog I have, the music I listen to, or the hobbies and interests I post about.
But in spite of all the smart advertising tools available to businesses now, at iCarol we’re finding that good ol’ word of mouth is still the best way to bring new clients to our ever-growing family. The industry we serve is made up of a lot of tight knit networks where people work closely with peers at partner organizations. The opinions and experiences of a trusted and respected colleague who knows their business has a deep impact.
Our current iCarol users are our best advertising, and we greatly appreciate it anytime you help bring a new organization into our family. And that’s why we’ve started a new referral program to show our gratitude to clients who are helping us expand our reach.
The way it works is pretty simple: You probably know of a peer who could really use a solution like iCarol at their organization. When you agree to connect us with them, as a token of our gratitude we’ll send you a $5 e-gift card to use at Starbucks.
You can read all the details, and get started with sharing iCarol with a friend and claiming your coffee, by clicking here.
From August 1-3, Polly and Rachel will attend the Department of Defense (DoD) and Department of Veterans Affairs (VA) conference on suicide prevention, held in Denver, CO.
Every two years the DoD and VA collaborate to host the Suicide Prevention Conference. The conference focuses on suicide prevention efforts across both departments and is the only suicide prevention conference that specifically addresses suicide among Military and Veteran populations at a national level. This year’s conference theme, #BeThere – It Takes a Community, is consistent with DoD and VA methodologies, which require a multi-pronged strategy for prevention including: media messaging, non-medical interventions, mental health interventions, training for gatekeepers, peer-to- peer support, troop and family member training, and leadership engagement. The DoD and VA recognize that education on a comprehensive public health approach to suicide prevention is vital.
This will be iCarol’s first year attending this conference, though suicide prevention for Veteran and active duty service members is a topic with which we’re familiar through our work in the suicide prevention industry at large, and our relationships with many clients who serve this population. Through our first visit to this conference we hope to learn even more about the unique needs and best practices for serving Veterans and active duty members of the armed services.
To read more about our work in this industry, click here.
If you’re going to be in Portland for the 31st National Conference on Problem Gambling this week, be sure to stop by and say “hi” to Mary from iCarol who will be there for the pre-conference and will be at our booth in the exhibitor’s area. We’re proud to be a part of this event; the largest and oldest conference of its kind bringing together leaders in prevention, education, treatment, responsible gaming, research, and recovery.
We’ll be joining the Pre-Conference beginning July 19th and attending the Helpline Symposium workshop on July 20th. It’s important to us to stay engaged on all the latest with this group and learning the current events and news impacting the industry.
iCarol is the chosen provider for a national chat and text collaboration platform for the National Council on Problem Gambling. Several centers and organizations from around the U.S. participate to provide help in states where they provide services. Help seekers from around the U.S. text or live chat with the national service, then iCarol’s comprehensive design reads the help seeker’s location. If there is a center in the network from the person’s location designated to take the chat or text at that time,
then the chat or text is sent to them. If there is not a designated center available, a trained back-up center is sent the chat or text. This successful model, which has been in place for a few years now, is great because help seekers get help close or specialized to them when it is available, and either way, help seekers always get connected to help. Contact us if you are interested in a model like this at your organization.
With every event we attend we continue to be amazed by the diversity in the helpline services available for so many different needs and issues in communities all across the world. Problem gambling helplines are doing wonderful work to strengthen families and improve health and wellness by reducing the economic, social, and personal costs caused by problem gambling. We’re sure it’s going to be another exciting and educational event. See you there!
The Epilepsy Foundation is seeking applications from those who have a documented expertise in answering information and referral calls; a phone system that can handle an independent call queue specific to Epilepsy Foundation calls and a separate queue for Spanish calls; capacity to expand staff coverage if warranted; and documentation of current AIRS Accreditation. Please review the RFP for full requirements and direct questions and proposals to:
Director of Information & Referral
Key dates to consider:
Proposal Deadline: July 26, 2017
Vendor Selection Date: August 16, 2017
Project Start Date: September 11, 2017
Vendor Information Call: July 13, 2017
The Epilepsy Foundation, a national family-led, community based, non-profit with nearly 50 local organizations throughout the United States, has led the fight against seizures since 1968. The Foundation is an unwavering ally for individuals and families impacted by epilepsy and seizures. The Foundation works to prevent, control, and cure epilepsy through community services; public education; federal and local advocacy; and supporting research into new treatments and therapies. The Foundation works to ensure that people with seizures have the opportunity to live their lives to their fullest potential. The Epilepsy Foundation’s National Office is in Metropolitan Washington, D.C.
The Epilepsy Foundation operates a national specialized information and referral (I&R), helpline that serves people who are concerned about epilepsy. The Alliance of Information & Referral Systems, a driving force behind the delivery of quality Information & Referral services, currently accredits the Epilepsy & Seizures 24/7 Helpline. The helpline responds to approximately 12,000 inquiries per year. Approximately 8,000 are telephone calls, 250 of these calls are via the Spanish line.
The Epilepsy Foundation National Office operates Monday through Friday from 9:00 AM to 5:00 PM Eastern Time and on adjusted hours during the summer months. In 2013, the Epilepsy & Seizures Helpline began 24-hour coverage through an after-hours partnership where the partner handles telephone inquiries during the evening, weekend, holidays, and adjusted hours. In addition, the partner handles the Epilepsy Foundation Spanish line 24/7/365.
Learn more about the foundation on their website, and about their helpline here.
One of the greatest challenges for non-profit services is adapting to the new and varied ways in which the people in your community want and need to access your services. We’re dedicated to helping our clients face those challenges head-on with innovative solutions that help you help your community through the methods that work for them.
One of those solutions is iCarol’s Public Resource Directory (PRD): A feature that takes your iCarol Resource Database and turns it into a public-facing, searchable directory of community services. By taking your internally curated database and placing it online for public access, you’re expanding your reach, helping more people, and accommodating the growing number of individuals who prefer self-service over engaging directly with your specialists.
Late last year we shared with you our plans to refresh the iCarol Public Resource Directory and add some new tools and other enhancements. We’re excited to say that this new version of the PRD has officially launched! When you use this PRD you’ll enjoy:
A built-in Guided Search builder that allows your Resource Specialists to bypass web developers and instead build a guided, graphical search right within the PRD. For more on guided searching, stay tuned to our blog for details on an upcoming webinar on that topic.
Intuitive geographic searching that is easy for your visitors to use. They can simply begin typing in their known geographic location, be it zip/postal code, city, county, or state/province, to produce results that are relevant to their location.
Expanded customization around the look and feel of the PRD using Cascading Style Sheets that allow you to blend the search seamlessly into your website with highly granular control over things like font sizes types and colors, background color, logo integration, and more.
Mobile responsive functionality, delivering a mobile-friendly experience that rivals that of more costly mobile apps and accommodating the many individuals using their mobile phones or other handheld devices as their primary means of accesing the internet.
Relevant search results that improve your clients’ outcomes over what they’d likely experience if they tried to search for helpful resources on their own via a regular internet search engine. When your web visitors search or browse your PRD, they’re benefitting from your expert curation of the resources, reducing their frustration and confusion as they try to address their challenges.
To see some of these benefits in action, check out our video about the Public Resource Directory.
The PRD is available now and we encourage you to contact our Support Team to learn more about the upgrade process. Also stay tuned to our blog for announcements on upcoming webinars that provide further insight on using the PRD.
It’s important to us that our customers know about feature enhancements and learn about them in various ways to accommodate their varying learning and communications preferences. That’s why we regularly hold webinars to provide a summary of the major enhancements applied to iCarol in recent months, and explain to attendees how the enhancements help you at your organization.
For those who couldn’t join us live during out recent installment of our iCarol Enhancement Review Webinar, that recording is now available online for you to watch at your convenience.