Have questions?  phone +1 888-4-iCarol

Follow Us! iCarol helpline software iCarol helpline software iCarol helpline software     |    FREE TRIAL     |     SIGN IN
Logo
Logo
Home  |  iCarol Blog  |  iCarol clients

iCarol at the National Conference on Problem Gambling

NCPG logo

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!

Continue Reading No Comments

Epilepsy Foundation seeks after-hours provider

Two-hands-clasped_color

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:

    Tom Buckley
    Director of Information & Referral
    Epilepsy Foundation
    301-918-3770
    tbuckley@efa.org

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.

Continue Reading No Comments

Happy Anniversary to North Carolina 2-1-1!

211

Our friends at United Way of North Carolina/NC 2-1-1 are celebrating their first anniversary with iCarol in the best way possible — snacks and cake shared amongst their hardworking staff! We think our logo looks pretty delicious as a cake decoration.

North Carolina 211 United Way iCarol anniversary

It’s been quite an eventful year for their team, including navigating the challenges that came with Hurricane Matthew and the subsequent flooding in their region. Through it all the dedicated people at NC 2-1-1 were there for the community, connecting them with resources and logging over 12,000 interactions into iCarol during that disaster. Wow!

NC 211 anniversary quote

We just love that they took the time to recognize the milestone and we couldn’t be happier to count them among our users. “Happy Anniversary” to the entire team in North Carolina! We appreciate the great work you do and are thrilled and honored to have you as a part of the iCarol family!

Continue Reading No Comments

Save the date: National Crisis Centers Conference registration now open

iCarol Webinars

We’re excited to announce, on behalf of our friends at the National Association of Crisis Organization Directors (NASCOD) and Contact USA, that registration for the 2017 National Crisis Centers Conference is now open!

The conference will take place from October 18th through 20th in beautiful Buffalo, NY. The event kicks off with a tour of world-renowned Niagara Falls and a welcome dinner Wednesday evening, and concludes with a closing banquet on Friday evening. In between kickoff and closing will be tons of educational and enlightening workshops and sessions aimed at enriching your staff and improving your ability to serve your community. To make sure you don’t miss out on any of the fun, the conference organizers encourage you to schedule your departure for no earlier than Saturday morning.

If you are a manager or director of any sort of crisis, supportive listening, counseling, or suicide prevention helpline or similar service, then we strongly encourage you to attend this conference. We have personally been attending for a number of years — in fact it was the very first event we began attending when iCarol was created so many years ago! Over the years we’ve developed treasured relationships with the organizations that organize and attend the conference, and we deeply value their service to their communities as well as their committment to increasing the impact of crisis centers everywhere. The workshops and sessions presented at this conference each year are NOT to be missed!

But you don’t have to take our word for it. According to the conference website, the event promises:

  • To enhance your Vision and Leadership skills to aid your success
  • Workshops that focus on management and leadership skills that will cultivate your effectiveness as a program Director/Manager
  • National networking opportunities available with experts in the crisis center field
  • Information on specific issues and challenges that you are facing as a Director/Manager

For more information, or to register you and your staff, head over to the conference website. We hope to see you in Buffalo this October!

National Crisis Centers Conference 2017

Continue Reading 1 Comment

May is Mental Health Month

Brain gears

May 1st marks the beginning of Mental Health Month. It’s a fitting time for all mental health advocates to recommit ourselves to spreading awareness and education, and opening ourselves to our own further enlightenment on the subject.

A number of well-known organizations are celebrating the month with valuable information on their website and social media feeds. Here are just a few:

Mental Health America has a Mental Health Month Toolkit available for download on their website. Their theme this year is “Risky Business” which encourages people to be aware and mindful of habits and behaviors that may increase the risk of developing or exacerbating mental illness.

The National Alliance on Mental Illness (NAMI) reminds us of the prevalence of mental health conditions, affecting 1 in 5 Americans, and how those conditions impact friends and family as well. Their #IntoMentalHealth campaign encourages discussion and advocacy for awareness and reduction of stigma and prejudice.

The Canadian Mental Health Association (CMHA) urges us to #GetLoud as they celebrate Mental Health Week from May 1st through 8th. Going further than just reflecting on one’s mental health, CMHA encourages Canadians to demand the services, programs, and respect necessary to be well by getting loud and writing to members of parliament, speaking out on social media and in public, and donating time and money.

The National Council for Behavioral Health is promoting three key topics through infographics available on their website. These include Women’s Mental Health, Super Skills to Help a Friend, and a graphic that helps decipher whether a teen’s behavior may be part of their normal development or a warning sign of mental illness.

Undeniably one of the hottest topics in the field of mental health and suicide prevention right now is the Netflix series “13 Reasons Why” which has generated some praise and a lot of criticism for its portrayal of teen suicide. While many argue that it’s doing a good thing by bringing the topic out into the open in such a huge way, others worry that its methods are unethical, that it discourages teens from seeking help from adults and professionals, and that it romanticizes suicide and presents it in a harmfully graphic way. School systems across North America have sent home letters advising parents of the series’ popularity and are encouraging adults watch the show to assess its appropriateness for their teen and to protect youth who may be particularly vulnerable to its content, as well as watching it with teens to prompt discussion and processing of the content. For its part, the American Foundation for Suicide Prevention held a webinar on the topic, which quickly booked up. They’re promoting awareness of risk factors and warning signs as a part of Mental Health Month and have made the webinar recording available for viewing.

We hope these resources will help you spread the word about Mental Health Month. Is your organization holding an event or do you have your own content to share? We’d be happy to help you spread the word, just leave us a comment below!

Continue Reading No Comments

An update on Call Report Form and Messaging Enhancements

multi channel

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.

For those not using Messaging, and therefore only upgrading call reports, and those using Messaging with Messaging portals (please note, call reports not related to Messaging will also be upgraded at the same time), the upgrade process will proceed as follows:

    1. During 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.

For those using Messaging without Messaging portals, the upgrade process will be a little different. Please note, call reports not related to Messaging will also be upgraded as the same time. The upgrade process will proceed as follows:

    1. During 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.

Continue Reading No Comments

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.

Continue Reading No Comments

Last call for your input on renaming “Calls” features

Calls

Back in October we noted that we are considering a change to the names and labels used for certain features of iCarol, in order to more accurately and inclusively reflect how these features are being used, and recognize the diverse services being offered by our users. We’ve gotten a lot of responses. Here’s just a glimpse at the results of our survey so far:




    Question 1: If we were to rename the “Calls” page to better describe how you use that area of iCarol, what word would you use?
    Top three choices:
    Contacts, Conversations, Interactions

    Question 2: If we were to rename “Caller Profiles” to also better describe the people who regularly use your service, what should we call it?
    Top three choices:
    Profiles, Clients, Familiar Users

    Question 3: Would you be interested in providing more product feedback to us while we work to improve iCarol? What is the best way to invite your feedback?
    Top three choices:
    Email, In-app pop-up surveys, Dashboard

There’s still a little time left to give your input before we close this survey on December 7th so our team can take the next steps to analyze your responses, discuss, and make our own recommendation to move forward. Don’t miss your chance to give your valuable input to this discussion!

Continue Reading No Comments

iCarol helps you promote your Giving Tuesday messages

2016-GT-logo-wdate1[1]

Tomorrow is Giving Tuesday and we know many of you have some great campaigns in the works to generate awareness about your organization, which will hopefully result in donations as well.

We’re extending the offer to help you boost the signal on your Giving Tuesday tweets. Here’s how you can help us retweet you and generate more views for your tweets:

    1. Follow us on Twitter
    2. We’ll follow you back
    3. Be sure to use the official #GivingTuesday hashtag in your tweets
    4. Throughout the day we’ll retweet you to our followers

Giving Tuesday is a great opportunity to get the word out about your organization and get noticed during this season of charitable giving. We’re looking forward to reading all your great tweets sharing information about the valuable work of your organizations and wish you all lots of success generating interest, awareness, and monetary support for your agency!

Continue Reading No Comments

Career Opportunity at Partnership for Drug-Free Kids

Partnership for Drug-Free Kids

Partnership for Drug-Free Kids is currently seeking a Bilingual Helpline Social Worker/Addiction Specialist.

Below are the details about the position responsibilities and qualifications. Should you want more information about this opportunity, or if you’d like to apply, please reach out directly to Partnership for Drug-Free kids at the email listed below.

    Helpline Social Worker/Addiction Specialist – Bilingual

    Partnership for Drug-Free Kids helps families impacted by adolescent substance abuse and addiction. We are seeking a bilingual (English/Spanish) individual with a master’s degree in social work or a related field, and a background in addiction treatment for a grant-funded long term consulting assignment (approximately 3-4 months in length). This consulting role is an integral part of our Parent Support Network, with primarily responsibility for handling our toll-free telephone Helpline for parents and caregivers of kids involved with drugs and alcohol.

    In addition to the Helpline, the Parent Support Network is composed of extensive, science-based resources for parents and families at www.drugfree.org and a new system of peer-to-peer parent coaching, which pairs trained parents who have experienced a child’s substance use disorder with parents whose kids are struggling now. The Parent Support Network relies heavily on the principles of Community Reinforcement and Family Training (CRAFT), which has been shown to be effective in helping the family members of someone involved with substance use in ways that produce positive outcomes for the person using, and for the family as well.

    This consulting role will focus on the Helpline, answering the phones, documenting all call reports within the iCarol data collection/reporting system and directing families to services within their communities as well as Partnership if and when appropriate.

    Major Responsibilities

  • Answer and document all helpline calls. We are seeking an individual to work a part-time (30 hours per week) evening and weekend schedule – onsite or from home – but can be flexible and consider a variety of schedule options in terms of the number of days per week, hours available, etc.
  • Support parents / caregivers by: providing science-based information about teen substance use; helping parents understand their child’s problem and make a plan to address it; employing CRAFT principles of listening, communication and support; directing to appropriate services / resources as necessary
  • Collect and record caller data, and handling after call follow-up
  • Refer where appropriate to the Network’s parent coaching system
  • Contribute clinical expertise to other members of the Partnership team as needed
  • Respond to e-mails and electronic messages from Parents and Caregivers
  • Qualifications

  • Master’s degree in counseling, social work, human services, or any closely related field — and a background in addiction treatment (substance abuse assessment and counseling)
  • Ability to speak, read and write in English and Spanish
  • Has experience in crisis intervention and aware of best practices in assessing for suicidality, homicidality as well as child neglect and abuse
  • 2 years minimum of direct clinical or telephone helpline experience
  • Prior experience in the substance abuse field
  • Strong interpersonal communication skills with the ability to convey empathy and understanding to those in need
  • Cultural awareness, sensitivity and counseling competency
  • Strong organizational skills
  • Additional Preferred Assets:

  • Knowledge of iCarol reporting system
  • Knowledge of CRAFT, familial interventions and/or motivational interviewing for substance use disorders.
  • Familial/adolescent counseling experience a major plus
  • Strong writing skills for answering emails, blog posts and parent follow-up.
  • Crisis intervention/helpline/hotline/telephonic care experience
  • How to Apply:

    The Partnership values diversity in our workforce and encourages candidates of diverse backgrounds to apply. Please send your resume, cover letter and salary history to jobs@drugfree.org No phone calls, please.

Continue Reading No Comments
Get in touch: +1 888-4-iCarol
Copyright © 2017 iCarol