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iCarol team in Phoenix for NASCOD/CUSA conference

NASCOD CUSA 2016 Conference

Next week Polly and Eliisa will be in Phoenix to participate in the NASCOD/CUSA conference.

This annual conference is special to us — it was one of the very first events that we started attending back many years ago when iCarol was first created and available as a software system for helplines. Many of the crisis centers that make up the NASCOD and CUSA groups were some of our first users and so this conference and this group of people holds a special place in our hearts.

If your center isn’t already accredited by CONTACT USA, or if you aren’t already a NASCOD member, we encourage you to consider both for your helpline.

CONTACT USA provides one of the most well known and respected crisis center accreditations in the industry. When you are accredited by CONTACT USA it shows your funders that they are contributing to a worthwhile and effective program, and also connects you to a national and international community of those who provide emotional support and crisis intervention all over the world. Further, your community will be assured that your organization provides the highest quality of service. To find out more about this accreditation, you can visit their website.

NASCOD membership is a great resource for Executive Directors or Program Managers of crisis centers. The group provides regular peer support calls on a number of different helpful topics, and group members are regularly networking, discussing challenges, sharing ideas, and generally supporting one another. Many NASCOD members are also iCarol clients and we really enjoy our relationship with the group and its members, iCarol users and non-users alike.

So if you’ll be one of the many people in Phoenix later this week, please stop by our booth and say hi! If you use iCarol at your helpline then we’d certainly love to get to visit face to face. If you’re not a current user, we’d be grateful for the opportunity to tell you about iCarol Helpline Software and how it’s used by helplines all over the world, many of whom will be represented at this conference. Hope to see you there!

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North Carolina 2-1-1 weathers the storm, helps those left in Matthew’s wake

NC 211

In the wake of Hurricane Matthew, many states in the southeastern United States faced destructive damage including massive flooding.

Here’s the latest from our friends at 2-1-1 in North Carolina:

    NC 2-1-1 Provides Resources to NC Residents Affected by Hurricane Matthew
    NC residents in all 100 NC counties can dial 2-1-1 from any phone 24/7 for resources

    Raleigh, NC – NC Emergency Management has asked NC residents affected by Hurricane Matthew or those wishing to help with disaster relief to dial 2-1-1 for storm related resources. Residents in all 100 counties can dial 2-1-1 from any phone to reach a trained call specialist who can help them find shelters, and learn about evacuation routes, find help with storm clean-up, locate food, water and ice, learn more about volunteer needs and more. The service is available 24/7 in any language and callers will always be connected to a live call specialist trained to assist during disasters.

    NC 2-1-1 call specialists are in contact with emergency management personnel and have the most up-to-date information on storm related resources, both during the storm and after. Call specialists can provide evacuation and shelter information, help people find food, water and ice distribution points and storm clean-up information and help, and help people find storm related clean-up help. Call specialists also have information about volunteer and donation needs and can provide that information to callers wishing to help those affected by the storm. NC residents should dial 2-1-1 or 888-892-1162.

    In addition to disaster related calls, NC 2-1-1 can help NC citizens find resources for other health and human service needs, such as food, housing, assistance with utilities, job training, information about health care providers, and more year round. All calls are confidential and the service is offered at no cost to North Carolina residents.

    NC 2-1-1 is provided to residents in all 100 North Carolina counties by United Way. The service is free, confidential, and available 24/7/365 in any language.

NC 2-1-1 staff shared with us that amidst the challenges of the situation, their service is standing out and being recognized by leadership throughout the state for their availability and outstanding service to their community. The system has proven itself to be a great tool to help citizens in need, and the people reaching them are feeling comforted, and pleasantly surprised, when they reach a live person.

We received a nice note from them in the aftermath of the storm:

    “iCarol has served us incredibly well and I am so pleased with how easily I can pull the statistics I need. A big thank you to Mary for helping me pull those saved chart templates together Friday afternoon. The leadership at emergency management has been so impressed with the kind of information we can provide to them with just a few key strokes.” – Heather, NC 2-1-1 Statewide Strategy Director

We’re honored to be NC 2-1-1′s choice of software providers and we’re glad that iCarol has been an instrument to help them help people and produce important data for emergency management personnel, while reducing stress on their staff. Our thoughts continue to be with them and with all the people in the southeast US affected by Hurricane Matthew.

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iCarol team at the TAIRS conference


Next week, members of the iCarol team will head to the Texas AIRS (TAIRS) conference in Lubbock, Texas.

You may recall we announced last year that we were chosen to be the software provider for the Texas Information and Referral Network’s 2-1-1 program. Since that time we’ve enjoyed working with the service providers in Texas and remain proud and honored to have been selected by them. When considering the systems using iCarol prior to 2015, then with the addition of Texas last year, followed by several more networks in the year since welcoming Texas, approximately 42% of all 2-1-1 systems in North America now use iCarol.

It’s important to us that we connect with these service providers at events when possible and so we’re excited to be sending our team members Polly and Diana to represent us in Lubbock next week. We’ll be on hand to answer questions, meet and greet members of the Texas area information centers, and take part in sessions and conversations that help us better understand the needs of these centers so we can continue to provide the best service possible.

You can find out more about the conference here or download their mobile app. Be sure to follow us on Twitter to follow along with our activities at the conference.

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“The Listeners” and local helpline draw media coverage in Maryland

Listeners Still 9

Last week we shared information with you about “The Listeners,” a new documentary film that goes inside the work of suicide prevention helplines and the listeners who work there.

My hometown is one of the locations hosting a screening in the coming weeks, and my local paper published this article about the upcoming screening, the film itself, and the work of the local helpline (where I used to work!) which is a program of the Mental Health Association of Frederick County in Maryland. In fact, this showing is at capacity, having sold out all available tickets.

The article provides information about the services of the helpline in Frederick, Maryland and highlights the tough but valuable work they do. The publication also interviewed Robert Hurst, the director of the film, and he shares his thoughts on the work of the service where he filmed the documentary. He even participated in the volunteer training so he could get a first-hand feeling of what the volunteers go through, and he shares his feelings and experiences on that process.

A final thing to note about the newspaper article is that the author identifies herself as a suicide attempt survivor with lived experience, and shares her thoughts and comments on helpline services. She had valuable insight to provide that is not only interesting and adds a unique and important perspective to the topic, but may be worth sharing with the listeners at your own helpline.

The screening and local media attend around will undoubtedly lead to increased awareness of the hotline’s services, and integrated fundraising both at the screening and online associated with it, will likely lead to a donation boost as well. I’m excited to attend our local screening of “The Listeners” tomorrow and I’ll be sure to share my thoughts after.

UPDATE: The film was awesome and very well-received by the sold out audience of community supporters, mental health advocates, and helpline staff and volunteers. I can’t wait to share my thoughts — stay tuned!

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Discounts for NASCOD/CUSA conference are ending soon – Register Now!

iCarol Webinars

Join iCarol at the National Crisis Center Conference in Arizona on October 20th: “Inspiring Hope” – presented by NASCOD and CONTACT USA. Attendance is essential for crisis organization managers and invaluable for all who work in crisis organizations and call centers. This conference is all about sharing knowledge and camaraderie; you are not alone!

NASCOD CUSA 2016 crisis helpline Conference

Please come and check out the amazing and definitely hope-inspiring presentation and workshop line-up they have in store for you this year by visiting http://www.nascod.org/conference/

But you must act quickly! Hotel conference discounts end after September 27th and conference registration closes October 7th.

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iCarol Presents: Using Data Repositories to Build Partnerships and Explore New Revenue Streams

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You invest a lot of time collecting and then maintaining your database of community referrals so that you can connect your clients with the resources that can help them. But did you know that other organizations like hospitals, government agencies, corporations, and others have uses for that data, and are interested in partnering with you to access it?

Join us on Tuesday October 4th at 2pm EST for a webinar presented by iCarol Co-founder and CTO Neil McKechnie, to learn more about iCarol’s vision for creating data repositories that will help you build partnerships, open up new sources of funding, and most important of all, help more people.

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Join our next Quarterly Enhancement Review Webinar

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It’s that time again! Our next Quarterly Enhancement Review Webinar will be happening soon: Tuesday September 13th at 1pm EDT.

In this webinar we’ll review some of the features recently released to iCarol that help you:

  • Build partnerships and add new revenue streams
  • Improve service delivery to chat visitors
  • Expand service hours for Live Chat and Texting
  • Grow your resource database without investing more staff time
  • …and more!

We’ll also discuss how the new features can be used in your day-to-day work, and how they can improve and expand your service offerings.

The webinar is typically most beneficial and interesting to current iCarol clients who are Program Managers or Directors and use iCarol at an Admin security level, or those who are considering subscribing to iCarol. That said, all are welcome to attend.

This is part of our commitment to providing excellent communication about iCarol capabilities, updates, and enhancements on a regular basis. We hope you’ll join us!

Interested, but can’t make it on the 13th? No worries, we’ll have the recording available on our website shortly after the live broadcast.

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YouthREX presents: Supporting Trans Youth Wellbeing

Webinars w gray

On Thursday September 1st at 12pm EST, YouthRex will present a webinar entitled Supporting Trans Youth Wellbeing.

Description from the YouthREX website:

    Transgender youth experience significant barriers to wellbeing. Join Dr. Elizabeth Saewyc, Stigma and Resilience Among Vulnerable Youth Centre (SARAVYC), and Jay Jonah, Master of Social Work student at York University and YouthREX Research Assistant, to discuss recent research that can support the removal of these barriers.

    In this webinar, Dr. Saewyc will provide an overview of key findings from the Canadian Trans Youth Health Survey. Jay Jonah will share an overview of a YouthREX report on Trans Youth and the Right to Access Public Washrooms that includes practical recommendations for youth sector programs and organizations.

Learn more and register

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Mental Health America releases 2016 Back to School Kit

school bus

The start of a new school year is upon us, and with it comes with feelings of excitement and anticipation, along with some fear and anxiety. As kids prepare to head back to class, they’re exposed to issues that may not have played a prominent role in their lives over the summer. Back-to-school time is a great time for parents to get a refresher course on the best ways to approach topics like body image, mental health, sex, drug and alcohol use, and LGBTQ issues when talking with their kids. And kids and teens can benefit from information about health, self-esteem, self-image, and disorders that may affect the way they see or treat themselves.

Mental Health America just released its 2016 Back to School Toolkit, which includes key messages, articles, social media messages and graphics, infographics, and other materials to help both parents and kids have a happy and healthy school year.

Download the toolkit

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iCarol Summit and AIRS Conference recap


May was a busy month for our team, capped off with a trip to St. Louis for the 38th Annual Alliance of Information and Referral Systems (AIRS) training and education conference. But before that conference got started, we had an exciting event of our own to host.

For awhile now we’ve been wanting to experiment with holding an in-person training event for our clients; something that would allow us to go beyond the sessions we historically participate in during these conferences which generally must be not vendor specific. We love sharing our broad knowledge with folks at sessions like this, but recognize there’s an opportunity for iCarol-specific education especially given that so many of our clients would be present and, we hoped, interested in spending some time with us.

So late last year we began planning what would become the iCarol Summit, a day-long intensive training event hosted by us and featuring members of our team with extensive knowledge and expertise in Information and Referral (I&R). The Summit was held on Sunday May 22nd to superb turnout by iCarol users all across North America.

Neil welcomed everyone with an opening keynote where he discussed recent iCarol growth, the state of the I&R industry, and trends we’re seeing. A few highlights include:

    iCarol Growth
  • The size of our team has doubled in the last 18 months
  • The number of users worldwide is solidly above 50,000 and growing
  • 1/3 of 211s in North America use iCarol and that number is continuously growing
  • 5 of our staff hold CIRS or CRS certifications from AIRS
  • iCarol leadership continues to take an active role in discussions about AIRS standards and technology initiatives in the I&R industry
    iCarol Software
  • In 2015 we added over 1,600 enhancements to our product with many more coming before 2016 ends
  • There are more ways than ever for our users to enhance their iCarol knowledge, from training webinars and on-demand videos available now, to tailored walk-throughs which are coming soon
  • Discovering and trialing iCarol will be made easier with added automation to the onboarding process
    The I&R Industry Trends
  • AIRS standards continue to evolve
  • Big data and data sharing
  • Extending reach via mobile, live chat, texting, and social media
  • Self-service via the web and apps

From there, our participants headed onward to a day of sessions we developed with our users’ needs in mind. Polly gave a thorough presentation which walked us through bringing together AIRS standards and AIRS resource database quality recommendations using iCarol. She discussed iCarol program metrics and tools and how they can directly improve your ability to meet certain AIRS standards and recommendations. Just one of many examples, the Resource Complexity report, which provides an analysis of your records and how they rate on complexity. The report suggests statistical reportsthe number of hours it may take to manage them using the AIRS standards as a guide, therefore giving the tools to determine the number of FTEs needed at your agency to meet these standards. The rest of the presentation covered similar program tools and metrics that directly assist with meetings AIRS standards and thus achieving certification.

Christa led a session on the many ways you can use iCarol to reach your community beyond fielding phone calls — and we’re not just talking about iCarol Messaging (Live Chat and Texting). This session covered tools like the Public Resource Directory, Online Forms, texting or emailing referrals, follow-up texts, the API, and more. In fact, for each of these areas she discussed not just the tool as a whole, but some individual components or settings in each function. The group was exposed and educated on many iCarol features that they had previously not discovered, or didn’t have extensive knowledge of. Crystal held a session on Proving Your Value, covering topics like Needs and Unmet Needs reports, examining your exports, and a peek at new exporting tools coming soon, along with some discussion about Microsoft’s powerful Power BI capability.

These are just a few examples of the highly detailed and helpful breakout sessions we aimed to bring our participants, and we’re so pleased by the attendance and enthusiasm at these presentations.

messaging 2.0

At the end of our Summit, Rachel presented a traditional usergroup session, which was open not just to Summit attendees but to any interested party who was visiting the conference and wished to learn more about iCarol. In this final session of the day, Rachel touched on some of iCarol’s product initiatives, including planned enhancements we’re currently calling “Messaging 2.0″ and “Public Resource Directory (PRD) 2.0.” Messaging 2.0 will enhance the usability of this feature via a more efficient approach to both the workflox and access to the resource search. These enhancements will also improve your productivity — not only will you be able to find and give visitors their referrals even faster, but the enhancement should result in a quicker response time when working in your forms. Messaging 2.0 will also bring with it increased reliability and fewer opportunities for the already low occurrence of “lost” messages. This enhancement is still being developed and so we cannot commit to a firm release date right now, however at this time we estimate a fall 2016 launch.

The new developments to the iCarol PRD will boost your ability to direct help-seekers to services via the PRD’s embedded resource search on your website. The enhancements will reduce the time it takes to obtain search results, while simultaneously offering greater control over appearance including more integrated tools to build “guided” searches, or customizing CSS or using the API for even greater control. Further, you’ll be able to configure the weighting of search results, set up guided searches, filtering, and more.

Rachel wrapped up our day by speaking to other recently released development, and spoke to a few other planned enhancements for the remainder of 2016.

We thoroughly enjoyed presenting our first ever iCarol Summit, and we truly hope all who attended enjoyed themselves and learned a lot that they can put into practice at their helplines. The feedback we’ve received so far has been extremely positive, and the success of this event has encouraged us to plan future events. We’d appreciate your help in making that happen. Please take a second to answer just a few questions that will help us develop future training events.

Help us plan future events

Next up was the AIRS Conference, and the team had a blast. It’s difficult to sum up so much activity and also express how much fun we had. These events are always a great chance for us to see each other, our clients, industry folks, and meet lots of new friends.

Polly and Crystal hosted an extremely popular session called “Crunching the numbers” where they took the audience through the process of interpreting your data through Excel tools like pivot tables. This workshop was non-vendor specific, meaning the session focused on elements that any helpline with data could find helpful, regardless of the software they use to collect that data. According to Polly, one attendee of the presentation said he was working on his MBA and some of the material covered in the session wasn’t even included in an advanced course on Excel.

We received great feedback about this workshop — Stay tuned as you may see the opportunity to watch either a live or recorded version of this presentation in the future.

As usual, we had a booth set up so we could share information about iCarol to interested parties, as well as having a place to greet our users who came to visit. The exhibitor’s hall was expansive and impressive, located in the lobby area of the historic St. Louis Union Station Hotel. Check us out in the bottom left of the photo.

St. Louis Union Station Hotel Lobby

We kept ourselves tuned in to the trends and discussions impacting the I&R industry. There were a lot of conversations that extended the themes of the keynote from the United Way 2-1-1 CEO convention back in March, which we attended. There are plans to build a national resource data repository for United Way Worldwide, and it appears those plans are progressing and getting more detailed. We’ll be keeping a close watch on this, as it could influence iCarol innovation and development of tools for our users who may want to participate in such a database.

Follow-ups, measuring outcomes, processing and effectively reporting your data, and expanding your reach to help seekers all emerged as hot topics. As we hope you’d expect by now, we’re actively engaged in these conversations and constantly assessing how iCarol can be developed to give you the leverage you need.

Our users are doing some pretty cool stuff using iCarol — notably Kings United Way in California which created the 211 Intelliful app that connects residents of Kings and Tulare Counties in California with the resources available to them. It’s available via the App Store and Google Play, and will give you a good idea of all the amazing things you can do using the iCarol API. We were happy and really impressed with the app they developed and others clearly were, too.

Kings united way California 211

Of course we left time for fun. St. Louis provided lots of opportunities for that. The gang enjoyed a tour of the Anheuser-Busch Brewery

And as is tradition, we also took in a ball game, Cardinals vs. Cubs.

And just like that, it was over! We loved our time in St. Louis and this was a particularly energizing conference in part because of the iCarol Summit and in part because of all the creativity, innovation, and excitement we were exposed to. Don’t forget to give us your input about future in-person trainings by iCarol — we’d love to take you with us on our next adventure!

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