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An update on Call Report Form and Messaging Enhancements

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In December of 2016, iCarol announced a suite of enhancements for call report forms and Messaging. These enhancements include the following benefits:






  • Greater Productivity
    • Faster completion of forms
    • Faster onboarding of new volunteers and staff
    • Quicker geographic suggestions
  • Widen your volunteer pool
    • Improved accessibility
    • User friendly interface
  • Improved Connection to Help Seekers
    • Faster delivery of chat and text messages
  • Better Documentation
    • Report form opens with chat or text conversation
  • Quicker, more accurate referrals
    • Improves outcomes
    • Streamlined, powerful resource search tools

For more information about the enhancements, please refer to the Help page in iCarol, by clicking Help in the left hand menu. There are two documents and a training webinar available in the “New” section of the Help page with information about the enhancements.

It is our goal to upgrade all clients to the new version of the call report form and Messaging by the end of 2017. Therefore, this upgrade is mandatory, and all clients will be upgraded. We began this work by sending out a survey to iCarol Admins which asked which quarter they would like to be upgraded in. We used the responses to this survey to begin scheduling clients for the upgrade. Those who did not respond to the survey have also been scheduled for the upgrade. The timing of the upgrade for each client is based on the features they are using in their call report forms. Not all features are available in the new version of the call report form yet, but these features will be added throughout the year.

iCarol staff will be in close communication with clients who are being upgraded, and will provide all the information needed to successfully complete the upgrade. Timely responses from clients throughout the upgrade process would be greatly appreciated so the upgrade can proceed in an efficient and effective manner. Clients will be informed of when the upgrade will occur, and if the timing does not work for them, they can request to be rescheduled for a later date. Please be aware, we will do our best to re-schedule clients to a time they request, but we cannot guarantee this. We must balance the requests with the availability of iCarol staff to complete the upgrade.

The call report upgrade process and Messaging upgrade process when Messaging portals are being used will proceed as follows:

    1. At the end of each month in 2017, iCarol will send an email to all clients scheduled to be upgraded the next month.
    2. A case will be created by iCarol staff to track the upgrade process.
    3. A member of the iCarol Support team will respond to the case and provide the following information:
      a. Which week the client is scheduled for the upgrade
      b. Where to find information about the enhancements
      c. Which forms, if any, are ineligible for the upgrade, due to special features which may not be available in the new version of the call report form yet
      d. Information about adding demo forms to the client system
    4. A member of the iCarol Support team will add demo forms to the client system. These demo forms will be copies of the client’s call report forms, upgraded to the new version of the call report form.
    5. A member of the iCarol Support team will respond to the case when the demo forms are added. The demo forms will allow clients to preview and play with the new version of the call report form prior to completing the upgrade. They can also be used to train staff and volunteers on the new version of the call report form.
    6. A week prior to the upgrade week, a member of the iCarol Support Team will respond to the case with the exact date the upgrade will be completed.
    7. On the day of the upgrade, the upgrade will be completed, and the demo forms will be deleted. A member of the iCarol Support team will respond to the case to indicate the upgrade is complete. If there were call report forms not eligible to be upgraded, iCarol staff will reach out later in the year to schedule the upgrade of these forms.

If Messaging portals are not being used, the upgrade process is a little different, and will proceed as follows:

    1. At the end of each month in 2017, iCarol will send an email to all clients scheduled to be upgraded the next month.
    2. A case will be created by iCarol staff to track the upgrade process.
    3. A member of the iCarol Support team will respond to the case and provide the following information:
      a. Which week the client is scheduled for the upgrade
      b. Where to find information about the enhancements
      c. A detailed list of steps to upgrade to Messaging portals
      d. Specific questions that the client will need to answer so the iCarol Support team member can begin setting up Messaging portals. Please note, the process cannot continue until these questions are answered, so it is very important that a timely response be sent.
    4. Once the answers to the specific questions noted above are received, the iCarol Support team member will begin to set-up Messaging portals in the client system. Once completed, they will respond to the case with instructions on the next step in the process which the client will need to take, which is to assign Vols-Staff member to Portal Programs.
    5. Client assigns Vols-Staff to Portal Programs, and responds to the case to let the iCarol Support team member know they have completed the task. Again, the process cannot proceed until the iCarol Support team member receives confirmation that this task is complete.
    6. Once confirmation of the task outlined above has been received, the iCarol Support team member will complete the set-up of Messaging portals.
    7. The iCarol Support team member will respond to the case and provide instructions on next steps, which include:
      a. Setting up Shifts for Portal Programs
      b. Updating website with new URL(s) for Messaging
      c. Editing Standard Messages
      This response will also include which week the upgrade process will be completed in, and information about adding demo forms to the client system.
    8. A member of the iCarol Support team will add demo forms to the client system. These demo forms will be copies of the client’s call report forms, upgraded to the new version of the call report form.
    9. A member of the iCarol Support team will respond to the case when the demo forms are added. The demo forms will allow clients to preview and play with the new version of the call report form prior to completing the upgrade. They can also be used to train staff and volunteers on the new version of the call report form. If there are call report forms that are ineligible to be upgraded at this time, these will be noted in this response.
    10. A week prior to the upgrade week, a member of the iCarol Support Team will respond to the case with the exact date the upgrade will be completed.
    11. On the day of the upgrade, the upgrade will be completed, and the demo forms will be deleted. A member of the iCarol Support team will respond to the case to indicate the upgrade is complete.

If there were call report forms not eligible to be upgraded, iCarol staff will reach out later in the year to schedule the upgrade of these forms. If there are any questions about the upgrade process, please feel free to submit a case to the iCarol Support Team via the online case management system, accessed by clicking Help in the left hand menu in your iCarol system.

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iCarol to attend the American Association of Suicidology Conference

On the Horizon- Upcoming t copy

From April 26th through the 29th, members of our team will be in Phoenix for the 50th American Association of Suicidology Conference.

We’ll have a booth at the conference and you’ll see us at many of the events and sessions, too. It’s important to us to learn about and be aware of all the latest research and the expanding needs of helplines as they work to build suicide-safer communities.

We hope you’ll stop by our booth and let us know how things have been going for your organization, and tell us about the exciting initatives you’ve had going on. We’ll be available to answer any questions you may have about iCarol, and we’ll have some fun activities to check out that are brand new this year!

In particular we’d really enjoy hearing your feedback about the new iCarol Ideas Portal we recently released. We’re excited to hear from our users about how it’s going, what you like about it, and any other feedback you may have. So if you’ve used the Ideas Portal, we definitely want to see you!

With all the excitment and so much going on, the time at the conference goes by quickly, so please look us up at the conference, or beforehand to schedule some time to chat so we’re sure not to miss the opportunity to see you!

We look forward to seeing you and learning about all the latest in the life-saving work being done by the helpline industry so that we can continue to build our systems to support you.

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Join us for the iCarol User Group Summit in Tampa

Treasure-chest-color

Following the success and positive feedback we received after last year’s iCarol Summit, we’d like to announce that on May 21st, the day before this year’s AIRS Conference officially kicks off in Tampa, Florida, our AIRS certified team members will again hold a User Group Summit at the same venue as the conference. Our Summit is an all-day event that includes training and informational sessions along with our traditional User Group session. While we do ask that you register to attend this even, there is no cost to participate.

This year we’re excited to cover the fundamentals for your I&R service, while also diving into topics we know are of increasing importance in your field. We’ll feature two main sessions to address both of these areas. Our first session of the day will focus on managing your resource database and the important basic tools such as editing, field visibility, filtering, managing regions, custom fields, verifying your records for accuracy, and more.

After a break for lunch (there are plenty of great choices for you to explore close to the conference venue) we’ll continue on learning about the growing need for services to participate in continuums of care within communities. Human service agencies can’t afford to operate in silos — they need to work together, communicate with one another, and share client information to ensure clients are engaging in the full spectrum of available services and that all providers are aware of their status and progress. Community organizations striving for this model often practice a “no wrong door” policy so that regardless of where a help-seeker begins their treatment journey, they’ll be able to smoothly enter the systems of care rather than getting turned around, improving their chances of success and greatly reducing the frustration or discouragement that they may encounter otherwise. In this session we’ll discuss potential ways your agency can become a leader in these care networks within your community using some unique strategies and iCarol tools.

Finally, we’ll end our day with a traditional User Group session to which all are invited, regardless if you registered and attended earlier sessions in the day. This is a chance to learn more about iCarol for those who may be considering use of our solution, and to hear more about our strategy, planned new features and enhancements in our product “roadmap.” Of course we’ll offer time for questions, comments, and discussion of challenges and priorities.

We’re working hard on prepping everything for our Summit as well as other fun and exciting activities at this year’s AIRS Conference. Don’t miss this chance to connect with us — our full agenda and other details are available by following the link below.

Learn More and Register

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iCarol attending the National Council for Behavioral Health Conference

iCarol Webinars

From April 2nd – 5th, iCarol Co-founders Jackie and Neil McKechnie will attend the National Council for Behavioral Health Conference in Seattle, Washington. Many of our friends and clients have encouraged us to attend and have spoken highly of the conference, the people and organizations it attracts and the fantastic learning opportunities it presents, so we’re looking forward to experiencing this first hand.

In case you are not yet familiar with this organization, the National Council for Behavioral Health with its 2,800 member organizations, is dedicating to serving millions of adults, children and families living with mental illnesses and addictions. The cornerstone of their mission is to advocate for Americans’ access to comprehensive, high-quality care so that everyone has the tools needed for recovery. Many of you may also be familiar with their Mental Health First Aid program, a course that many of our users have not only taken, but their agencies often provide this training to their community. This highly impactful program has trained nearly 1 million people to play a role in helping someone experiencing a mental health or addictions emergency by providing immediate intervention and empathy while encouraging professional support. This program empowers all people, regardless of their personal field of expertise, to care for others and not ignore situations or feel powerless to help when they see mental health emergencies play out in front of them. It also highlights the importance of everyone having basic knowledge of mental health and addictions issues, which ultimately saves lives and reduces stigma.

We’re looking forward to learning more about this organization, attending some amazing sessions, and connecting with those in attendance to see how we might be able to work together. If you’re an iCarol user and you’re going to be there, we’d really love to connect so we can say “hi” and catch up with you, and perhaps grab a bite to eat or cup of coffee in between sessions. With this being such a large conference and knowing how much there is going on, it’d be great to plan ahead and schedule a time to connect and make sure we don’t miss one another. Please reach out to so we can find a time to meet up at what is sure to be a great event. See you in Seattle!

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Rachel Wentink appointed General Manager of iCarol

iCarol-logo

As our user base has grown over the last few years, we’ve scaled by putting into place major enhancements with our infrastructure. This ensures a stable foundation for your iCarol system to support the important work that you do. Likewise, we’ve recently added additional depth and stability to our company with the addition of a new position in our organizational structure. This change allows us to ensure continued quality service for all iCarol clients.

We’re pleased to announce the promotion of Rachel Wentink to the position of General Manager of iCarol.

Rachel first joined our team in February 2015 and came to us with a broad and extensive background in technology, product and business development, professional services and marketing along with many years of experience in managing small and large teams and working with clients in local, regional, national and international environments. Her educational background includes advanced leadership training and a Masters of Business Administration.

In the two years since joining CharityLogic, Rachel has taken on multiple responsibilities and managed several key projects. Most recently she served as our Director of Product Management and Strategy and was instrumental in forecasting our clients’ needs and then planning and implementing a product roadmap that exemplifies iCarol’s reputation as an innovative technology leader.

As General Manager, Rachel will oversee iCarol’s daily operations and drive strategies that ensure iCarol’s continued growth and success. She will also continue her work directing the Product Management team and will see through her current projects in that department.

Please join us in welcoming Rachel to this new role and wishing her much success!

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Introducing the iCarol Ideas Portal

Light Bulb copy

One thing that makes iCarol software so especially suited for not-for-profit helplines of all types is that it was created from the direct experience of helpline volunteers, and continuously grows by incorporating the great ideas from our users and from industry experts. In fact, a bunch of the features and enhancements you enjoy today started out as an idea from someone who uses iCarol at their helpline. While we work on new big features and changes with our planned roadmap, we also use a community development approach for custom projects which enhances iCarol for all subscribers. All of this amounts to creating a robust and comprehensive all-in-one software solution that is invaluable for helpline staff and volunteers in their daily work.

So, with so many users sharing their great ideas, how do we gather and track them and eventually decide which are developed and added to iCarol? Well, we’ve been working on a new system for organizing and tracking the ideas submitted to us, and now it’s ready to make its debut! It’s called the iCarol Ideas Portal — a new and better way to submit and follow enhancement ideas. This portal is available to all iCarol users with a security setting of Standard or higher and offers a number of features and benefits, including:

  • Directly submit your idea right within the security of your iCarol system
  • Browse ideas submitted by other iCarol users
  • Add comments or additional thoughts to existing ideas
  • Filter ideas based on their status, feature area of idea, how recently they were added, or see ideas that are trending
  • Receive updates when your idea or an idea you’re interested in changes status or when another user adds a comment
  • Vote on the ideas which are the most important to you

That last capability will surely add some fun and interactivity to the portal, while also giving us helpful feedback towards prioritization by seeing which ideas are the most popular and meaningful to our clients. Each user will get 10 votes to apply to the ideas they like, and you can apply up to 5 votes to a single idea you really love. Ideas can also be retracted and added back to your bank of votes. This may be useful in times where you are out of votes but see a new idea you like more than one you’ve previously voted for. When an idea is released to iCarol, or if we move an idea to not likely to implement, all votes for that idea are returned to you.

You’ll find the iCarol Ideas Portal by navigating to the Help section of your iCarol system. We’ve also included a number of Help Articles that outline how to use the portal to browse ideas, vote on enhancements, add comments to existing ideas, or add your own idea for consideration.

It’s our hope that the new iCarol Ideas Portal will improve communication and help you share your great ideas for iCarol with us. We’re excited to open this new communication channel with the aim of continuing to enhance iCarol and have it reflect the many fantastic ideas from which all our users, and their communities, can benefit.

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Using Online Forms to build a Continuity of Care service model

Features

One of iCarol’s most versatile features, Online Forms, enables visitors to your website to enter information that, when submitted, becomes a completed call form in your iCarol system. While there are several use cases for iCarol’s Online Forms, one major focus of these forms is in enabling a true continuity of care between the initial service providers (e.g. hospitals, clinics, physicians) and the helpline service following up with the patient following discharge.

Health advocates agree, one of the biggest issues they face relates to following up with patients after they have been discharged. Many hospital systems lack the time, resources, and specialized knowledge to provide a comprehensive continuity of care and as a result are looking to helplines, warmlines, and information and referral services to provide follow-up to their recently discharged patients.

With iCarol’s Online Forms, hospital staff can enter patient information through a website, either yours or theirs, and the submitted information comes into your iCarol system as a completed call form. Once submitted, other actions can occur, including follow-up scheduled automatically and an email sent to one or more of your helpline staff. Then, your staff can use iCarol to contact the patient through a phone call or even a text message. Best of all, the data related to the initial form submission and all subsequent contact with the patient is all kept and reportable through the iCarol Statistics, allowing you to keep track of how many patients you’re receiving, why patients require a follow up from your helpline, and what happened when your staff followed-up with the patients.

We are acquainted with privacy laws like HIPAA (US), PIPEDA (Canada) and the Data Protection Act (UK and Europe). We have safeguards and processes so that we do our part to maintain compliance with these laws, and are willing to sign needed agreements asserting our role in your compliance with them. For more information about iCarol’s security settings and standards, download the iCarol Security Summary.

As more hospitals and physicians look to enhance the continuity of care for their discharged patients, helplines, warmlines, and information and referral services are uniquely positioned to fill this service gap for health providers and using Online Forms may just be the missing link that can help you fill this need.

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Career Opportunity at Marin Suicide Prevention and Community Counseling

Vols-Staff with Question Mark

Our friends at Marin Suicide Prevention & Community Counseling are seeking candidates for the position of Program Director. Below is information shared with us by them, and links to more details and instructions on applying for this position:

    Marin Suicide Prevention & Community Counseling is currently hiring for the position of Program Director, a Full-Time, Exempt (40 hours) position in San Rafael, California. SP&CC is a program of Buckelew Programs. The program consists of about 35 volunteers and takes approximately 15,000 calls annually.

    For the full job description, responsibilities, requirements, and more, plus information on how to apply, click here.

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iCarol seeks candidate for position of Business Operations Manager

iCarol-logo

Would you like to work for a company that fosters a casual yet challenging work environment? Where you’re expected to work hard and yet enjoy flexibility in your schedule? Do you want to feel good about the work you’re doing and the clients your employer is serving? iCarol may be the place for you! We’re currently seeking a qualified individual to fill the new position of Business Operations Manager.

Our ideal candidate will have a degree in Accounting, Finance, Economics, Business or other related field, and have at least 5 years accounting experience. They need to have a strong working knowledge of tools like Quickbooks, Microsoft Office programs, and knowledge of Salesforce.com is highly desirable. They should also be very organized, a good communicator, and have the discipline and initiative needed to work remotely. If this is starting to sound like the opportunity for you, then please head over to this web page where you can read the full list of requirements, qualifications, and job responsibilities, and learn more about how to apply.

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iCarol Co-founder/CTO Neil McKechnie enters his first hackathon

Laptop in use

In case you don’t know him, our CTO Neil loves to code. And he also loves to address social challenges with technology. So when the University of San Francisco’s School of Management announced their one-day Social Entrepreneurship and Innovation Conference and subsequent two-day Tech4Good Hackathon, he immediately signed up to make the short drive down to the event to see how he could help.

hackathon definition

About 70 bright individuals arrived for the hackathon’s opening ceremony on Saturday morning and, one-by-one, introduced themselves to the group by announcing their skills, why they were there, and an idea for what problem they would like to see solved in ways that would have social impact.

In the ensuing hour, participants informally coalesced into the teams that would start building their entry into the hackathon’s competition, to be judged the next day by an esteemed panel of five high-tech executives from the Bay Area’s startup scene. By introducing himself as a “CTO, architect and full-stack developer” Neil was in high demand to join numerous of the 10 teams who hoped to have a useful, coded prototype to show about 24 hours later.

hackathon selfie

As he has a family member who could benefit from it, Neil settled on a team to build a web-based tool that replicates a “real world” tool that helps young learners with phonics, letter identification and word formation in their journey toward reading fluency. Each of his other three team members brought very useful ideas and skills and were amazed at how quickly they organized into a highly functional and productive group.

After more than a few energy drinks, late night coding sessions, and last minute changes, the team submitted their entry for judging on Sunday afternoon. Although Neil’s team didn’t win, he helped other teams throughout the weekend and was impressed with all of the final entries.

Although it was his first hackathon, we’re pretty sure it won’t be his last!

hackathon group 2

hackathon room

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