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Home  |  iCarol Blog  |  iCarol Features, Enhancements…

The new Public Resource Directory is here!

PRD2

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.

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Latest iCarol Enhancement Review Webinar – Recording Available Now

New Features copy

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.

Watch Now

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Harness Your Data – The Latest Enhancements to the iCarol Resource API

iCarol API

In recent months we’ve released a few enhancements to our Resource API that we’re excited to tell you about. But wait, before I get ahead of myself…

What is an API?

API stands for Application Program Interface, but it might as well stand for “Awesome Possibilities Increase” because it enables you to do all sorts of exciting things with your Resource record data and opens up a world of new options for what you can do with the service provider information you curate.

An API provides a way for web and application developers to access and display, in their own creative way, resource data housed within iCarol. These developers can query, or ask questions of, the resource data in your database that’s made available to them through the API, and iCarol will answer by responding with the resource records that match their request. This advanced tool allows them to be creative and do things like create resource directories, search tools, resource lists or any other application that displays or uses resource data.

Using the iCarol Resource API, our users have engaged with their developers to do things like…

  • Create mobile apps that show mapped resources near a person in need, and provide them with record details
  • Build completely custom designed resource searches , ways to view resource record details on their website
  • Partner with other organizations to contribute resource information to their database — collaborations that are often revenue generators

Like other areas of iCarol, our Resource API undergoes regular maintenance and enhancements through periodic releases, and lately our team has been very busy making the Resource API better than ever! What have we done for you lately?

Initiate Automated Resource Verification Requests

One of our enhancements has the Resource API working with another iCarol feature, Automated Resource Verification. Automated Resource Verification enables you to ensure resource accuracy while simultaneously saving hundreds or thousands, depending on the size of your resource database, of hours of staff time spent updating records. Using this feature, Resource Managers can generate batches of resources due for verification or updates, and send a verification request to contacts who work at those programs and agencies, requesting their input on the record information. The email includes a hyperlink that, when clicked, provides the contact with a live look at the information on file in the iCarol database. This contact can make suggested edits and submit them directly on this web page. When this request arrives back in the iCarol system, Resource Managers can review the submitted information, and make their own changes and edits, before accepting the verification. Once accepted and applied, the resource record reflects all of the updates with the click of a button. This solution is far better than spending time playing phone tag, sending manual emails, or sending out mailers and then updating records manually, field by field, when you finally receive responses. The Automated Resource Verification feature not only saves you time and money, but your resource contacts will appreciate the convenient process through which they can update their information and ensure clients are receiving the right information about their services.

With this new development to the Resource API, your web developers can create a process for your public users to automatically send a verification request to a service provider, prompting them to begin the verification process. Because the Resource API gives you the control to choose when, and who can send requests you can have your web or application developer create a process that meets your unique needs. Overall, being able to initiate new AVR requests using the Resource API gives you another way to ensure your resources have the most recent and accurate information available.

Filter results by Custom Field

There are over 100 difference “standard” fields available for use in your iCarol Resource Database which allow you to track and curate resource information you need to help your community. Some of these fields include Phone Numbers, Address, Languages Spoken, Description of services, etc. are of these are commonly used in the industry and describe what a service is, how it is offered and who it serves. However, many of our customers also use Custom Fields in their resource records to collect and display additional information that does not fit perfectly in a standard field. Custom Fields are often used to track additional eligibility, contact information, updating priorities, and to create custom filters for call and chat specialists to refine search results.

With this enhancement to the Resource API, the resources returned from a API request can be filtered by the resources with a specific custom field selection. This allows you, among other things, to create subject-specific Resource API Portals, which you can use to harness your data on your own website, and even to access new revenue opportunities with partners wanting subject or issue specific resources.

For example, you may have a partnership with a local service provider such as a domestic violence shelter or LGBTQ center, who would like to display a subset of your resources on their website or in an application they are building. They know and trust the great work you do curating a resource database, and they don’t want duplicate your efforts. They would like to contract with (and pay!) you to access your resources by subscribing to a Resource API Portal that has filtered results, of just resources that you have identified as serving their communities.

Summary

With all the time and effort you spend collecting, updating, maintaining, and curating resource information, you could and should leverage it to improve your service offerings and get more funding for your organization. The iCarol Resource API is a great way to expand the possibilities of what you can do with your resource data, and these latest enhancements go even further to boost your ability to help the public or explore new partnerships and revenue streams.

To find out more about the Resource API, including these new enhancements, check out the Help area of iCarol, or contact our Support Team if you have specific questions, or want to start using the Resource API at your center.

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Upcoming Changes to ‘Help’ Area in iCarol

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Are you familiar with the iCarol Help Library, where you go to watch video tutorials, recordings of training webinars, read help articles, and more? Even if you aren’t familiar with our existing iCarol Help Library, you aren’t going to want to miss the important, exciting news we’re about to share with you!

In recent years, iCarol has continued to evolve and grow to best meet the needs of our clients. With that growth, we recognize our Help Library needs to be updated to reflect the evolution we’re sure you’ve all seen.

That is why our team at iCarol is working hard to redesign the entire Help Library as you know it today. The following are some important changes we’d like to highlight that you’ll be seeing in the coming months:

    New Guides: Some users may already be familiar with the ‘Get started!’ menu, which contains Guides that walk you through different tasks that you need to complete in iCarol. Our team is working to develop these Guides to help with your training needs. Watch out for more details in future blogs!

    Update existing training materials: Some training material you may be used to accessing could be unpublished for a variety of reasons. The biggest reason is because we are re-evaluating our existing style guide and making changes to the way information is presented to you. So if you find yourself unable to locate training material you previously had access to, simply have a designated Support Contact from your organization go to Help in the left side menu to submit a case requesting information.

    Overall Redesign: In addition to the changes outlined above, the entire look and flow of the Help Library is being updated to incorporate the same growth you’ve seen in other areas of iCarol. This means if you are used to searching the library a certain way, you will need to be aware of the changes so you can know how to still search for the information you need to find. Watch out for more details in future blogs!

This blog is the first in a series that we will be releasing throughout the year to keep you informed of the changes you’ll be seeing throughout our Help Library; so, make sure you keep an eye out for more details!

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Faster delivery of your data exports

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One of the most common challenges faced by non-profit human services agencies is taking all the data that they generate each day and finding ways to use it to tell the story of their impact. Every day in iCarol systems across the world, thousands of pieces of data, are recorded. There are the calls, chats, texts, and other interactions where specialists record detailed information about those contacts, what they need and what services were directly provided, or the referrals made. Each referral record may contain over a hundred fields of information updated by resource specialists on an ongoing basis. There’s shift information, who worked and when, and how many hours each volunteer logged in a given period of time. Speaking of volunteers, in addition to hours worked there are the trainings and certifications they’ve achieved, new skills obtained, contact information, and the list goes on. That’s just a small sampling of the kinds of information being captured, and when you multiply just the things listed so far by nearly 70,000 users worldwide, it really adds up!

Much of your storytelling can be achieved through the dozens of charts, graphs, and other tools available in the Statistics area of iCarol. All of the most common data points our customers require are typically found there, and especially once you add in the available standard filters like location or time frame, or more custom filters from your call report fields, the information produced from these in-system reports is very powerful. Still, there are reasons you may need to dig deeper and export detailed files. Some take the raw call report data and place it into external programs for further manipulation or cross tabulation, or prefer to write their own queries. In the cases of fields where a text answer is provided instead of selecting from a dropdown or checkbox list, an export is needed to review the information that can’t be quantified.

Using iCarol you can export much more than your call report data. Detailed information on your shifts, volunteer information, client profiles, and your full database of resource records are all available to be extracted. Some centers have policies or contracts that require local copies of contact data or a hard copy of the resource database be downloaded on a regular basis. These are just a few of the instances where a data extract may be required.

Of course we take great care to ensure that this data is secured and protected, but also accessible to you when you need it. While we act as its caretakers, the data is owned by our clients and it’s important that they be able to download it for offline use outside of iCarol when needed. As you can imagine, these large amounts of data take time to retrieve and process. Our systems also contend with multiple simultaneous requests from various organizations across the globe. As iCarol grows and more and more non-profit agencies use it and add to this mountain of data, it’s our job to ensure that our high performance standards continue to be met.

Early this year, members of our technical team endeavored to apply a fresh approach to the processing of this data. We made changes to the service that generates those data exports in an effort to reduce the wait times between making the request and receiving the data. The team was able to accomplish this by optimizing queries, re-architecting the exporter service being used, deploying additional services, as well as making changes to the exporter schedule.

So with all this talk of data, it’s time to share some of our own. Following these changes to our export service, we decided to compare some numbers occurring in February of two different years: 2016, prior to any changes, and February 2017 after the new approach had been put into place. The table below shows this comparison. The “Time to complete” accounts for the number of minutes that elapse between when the extract request is made, and then the email notification of completion gets emailed. It’s also worth noting that there were over 100 more exports requested in February 2017 than in February 2016, and yet as you can see our average time overall and for the individual types of exports all decreased by significant percentages.

Data export comparison

As time goes on we’ll continue to monitor this performance and look at comparisons using a larger sample size to get a fuller picture of the progress. This first look, however, is very promising and we’re hoping this has had a noticeable positive impact on our clients as they request these exports.

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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.

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Introducing the iCarol Ideas Portal

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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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Self-service Tools: The new age of helpline service

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My former employer’s Executive Director used to always say that as long as people still used phones, our crisis lines would answer them, but if people used ESP to communicate, well, we’d use that too. While most humans haven’t yet figured out a way to use ESP for communication, our society is using different forms of communication and even non-communication to get information, assistance, and support.

Text and chat communication has grown exponentially across most age ranges within the past five years. On top of that, a growing trend has also arisen with the internet: self-service tools. There is a big opportunity for helplines of all kinds to use self-service tools to promote their services and increase partnership agreements.

Because we here at iCarol are committed to providing helplines and others the tools they need to reach people across multiple platforms, we created Online Forms. With Online Forms, website visitors can submit information which comes into your iCarol system as a completed report form. Since the forms are essentially a public facing version of an iCarol report form, you can view, edit, and report on the form in the same way as all of your other report forms.

Several possible applications exist for using iCarol’s Online Forms. Let’s explore two use cases:

Assessment and Program Intake

Elmdale Crisis Center (a fictitious organization) operates numerous crisis lines through various contracts with mental health authorities, public and private health providers, and local municipalities. Elmdale’s management team is looking at ways to increase contract amounts by providing additional services without adding too much burden on their staff. After reviewing their current service offerings, they found a few contract required assessments that could be offered through an additional avenue, Online Forms.

They designed the following workflow:

online form workflow

With this workflow, Elmdale Crisis Center can extend the service offerings of the contract with the goal of increasing the number of people who request an assessment and intake into the service provider’s programs.

Consumer Satisfaction Survey

Elmdale Crisis Center’s management team wants to capture a consumer’s satisfaction and risk levels after using their crisis services so that they can report on outcome achievements and demonstrate their social return on investment, necessary for future funding requests. They decided to use iCarol’s Online Forms so that the consumer’s responses and information comes into their system automatically and their front line staff is notified if the person submitting the form would like additional follow-up.

Elmdale placed the consumer satisfaction survey on their website and created an iCarol resource record containing the online survey link, so that their consumers can receive the link directly via a texted or emailed referral from the iCarol system. They instructed their workers to provide the survey link to consumers at the end of their conversations.

The management team designed the following online survey:

Pre-screening question – if answered “no”, visitor cannot complete the survey.

    1. Have you contacted Elmdale’s crisis services? Yes/No

    Survey Questions

    1. When did you last contact Elmdale’s crisis line?
  • Today
  • Yesterday
  • This week
  • Last week
  • Earlier this month
  • Last month
  • Longer than two months ago

  • 2. How did you contact Elmdale?
  • Call
  • Text
  • Chat
  • Other, please specify

  • 3. On a scale of 1-10, how upset were you at the beginning of your conversation with an Elmdale crisis worker?
  • 1-10 Scale

  • 4. On a scale of 1-10, how would you rate the level of empathy and understanding the Elmdale crisis worker demonstrated during your conversation?
  • 1-10 Scale

  • 5. One a scale of 1-10, how upset were you at the end of your conversation with an Elmdale crisis worker?
  • 1-10 Scale

  • 6. Will you contact Elmdale’s crisis services again?
  • Yes, definitely
  • Yes, possibly
  • No, probably not
  • No, definitely not

  • 7. Would you recommend Elmdale’s crisis services to a friend or family?
  • Yes, definitely
  • Yes, possibly
  • No, probably not
  • No, definitely not

  • 8. Would you like an Elmdale crisis worker to contact you regarding this survey?
  • No
  • Yes +
  • + Contact Information
    First Name ________________
    Phone Number __ (____) ___________
    Best time of day to call _______________

The versatility of iCarol’s Online Forms opens up entirely new methods for those in need to contact you. Using Online Forms provides additional opportunities to increase and improve service offerings, which can translate into more funding to support your helpline.

Do you have other ideas about how Online Forms can be used? Leave a comment below. Want to discuss some of these ideas with an iCarol staff member? Contact us.

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Key benefits of iCarol for Lifeline and Crisis Center Work

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Many of our clients participate in the National Suicide Prevention Lifeline. The Lifeline is a network of over 160 crisis centers in the U.S. These centers take calls and chats from all across the country, focusing on suicide prevention. These free and confidential services provide crisis support and community resource referrals, 24-hours a day.

Members of the Lifeline network follow proven protocols and guidelines to ensure safe outcomes for those in crisis. Whether you offer crisis services and/or are part of the Lifeline network, protocols and guidelines are critical to the success of your program. Ensuring they are easy to follow not only gives you better outcomes for those in crisis, but makes it easier for your staff and volunteers to do their important work.

I’m often asked by members of the Lifeline network and others in the field doing crisis center work why they should choose iCarol. Very simply put, iCarol is the expert in helping not-for-profit helplines set up their technology, to best support the protocols mentioned above.

In my experience managing a not-for-profit helpline who took calls for the Lifeline, as well as helping iCarol clients do the same, here is how iCarol can help:

  • Messaging built right in! Volunteers and staff sign into one system—iCarol—to handle calls for your agencies, calls for the Lifeline, and even chats for the Lifeline, or your own chats or texts. Read more here.

  • A live risk assessment gauge, developed by the Lifeline for iCarol, calculates suicide risk in real-time, and provides instructions on the next steps with each risk level. Learn more about this tool.

  • Intelligently designed call report forms allow for different ‘paths’ for your call takers. Example: If the call is a Lifeline call, a set of questions appears appropriate for that. Or, if the call is for a different program your agency takes calls for, have a different set of questions pop up.

  • Worried that your workers aren’t following certain protocols for imminent risk callers? Take what is described above a step further to make the response(s) required or not. This reduces error, as well as can provide crucial guidance about next steps for the call taker in tense situations.

  • Help your workers to provide referrals to community resources, designed in a very easy-to-use interface, even for a worker who is only there a few hours a week can use.

  • Provide staff feedback—right in iCarol—to the call taker. This feedback can be private, or visible to all. Perhaps they did not follow a certain protocol of the Lifeline, or another program appropriately. We give you the industry’s best way to provide them this feedback. It alerts them when they log in, to read their feedback, and then tracks it when they do!

  • Legal lock of call reports: Did something happen on an interaction that may be subpoenaed or looked into more? You can put a legal lock on it to ensure that no one, even the administrative users in your system, can make changes to it.

Hands down, iCarol is the best solution to support your work with the Lifeline, or other programs.

Want to learn more? Start a free trial or contact me.

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