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Home  |  iCarol Blog  |  iCarol Features, Enhancements…

Add your logo to Call Report Form PDFs

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In our most recent release we added an enhancement that many may find useful — you can now add your organization’s logo to the top of call reports when they are generated into PDFs.

Creating a PDF of a call report form is useful for a number of reasons. Forms that are made into PDFs can be easily saved, printed, or emailed if needed. You can also conduct an advanced search of your call reports in iCarol, and then generate the resulting forms into a single PDF. This can be useful if you’d like to print or save a number of forms together at one time.

In instances where you may be saving or printing and then sending these forms to a third party, having your organization’s logo on that PDF can be extremely helpful in easily identifying the source of the PDF and attributing ownership to your service. When your funders and collaborators receive the PDF they can easily identify it as being from you. This also adds a professional touch to your form and an element of branding.

This enhancement is available to all iCarol subscribers and can be set up by anyone with Admin permissions. Here are the steps you take to enable this enhancement:

    To upload your logo:
  • Log into iCarol as an Admin
  • Click on “Admin Tools” from the left menu
  • From the Setup tab, click on “upload your agency’s logo and mission statement”

  • Add logo to iCarol

  • From the new page that opens, add your logo to the bottom section by following step 1 and step 2 to browse for and upload a logo

From there, you can decide individually which of your call report forms should have the logo appear when a PDF is made of that type of call report form, using the following steps:

  • Log into iCarol as an Admin, or an account with Call Report editing permissions
  • Click on “Calls” from the left menu
  • Click on “Manage Call Report Forms”
  • Click on “Edit this form” from under the Call Report version
  • Click on “Overall settings for this call report form” from the top of the page
  • Click on the setting “Put the Org’s logo at the top of each page on PDF’s of the call report” from under the “Other Features” section

  • Enable logo on PDF

  • Click “Save Settings”

Once these simple steps are complete, any PDFs generated from the selected call report form will include your logo in the upper left of the document.

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Quarterly Enhancement Webinar coming soon

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It’s almost time for our next Quarterly Enhancement Review Webinar, the first of 2017, which will occur on Monday January 9th at 1pm EDT.

In this webinar we’ll review several features released to iCarol in recent months, plus we’ll speak a bit to enhancements coming soon.

These webinars are typically most beneficial and interesting to current iCarol clients who are Program Managers or Directors and use iCarol at an Admin or Supervisor 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 9th? No worries, we’ll have the recording available on our website shortly after the live broadcast.

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Using the Report Incident Tool to Report Issues with iCarol Messaging

chat vs text

In response to the increased use of alternate communication channels for help seekers, many iCarol clients are adding Messaging to their iCarol systems. Using Messaging, you can communicate with your help seekers via chat or text. As with other areas of iCarol, sometimes issues can arise that require making a report to the iCarol Support Team. The preferred method to communicate with the iCarol Support Team is to submit a case via the Online Case Management Tool. Please click here for more information on how to submit a case. When the issue is in regards to iCarol Messaging however, there is another tool that we encourage you to use to report issues with this area of iCarol.

Chat window incident report

This tool is called the Report Incident Tool and is found at the bottom of the counselor’s screen when addressing a Messaging conversation.

Any user can us this tool to report an issue. When one clicks Report Incident, a small form will appear in a pop-up window. Please enter a concise Subject that describes the issue, and then use the Description text box to further describe the issue in as much detail as possible.

Chat incident report

Once the security code is entered, and the “Report Incident” button clicked, a case will be created and sent to the iCarol Support Team. This case will also appear in the Online Case Management tool. All cases created in this manner are named “Messaging Incident #xxxx: Subject”. For example, the name of the incident shown in the screenshot above might be “Messaging Incident #2650: Strange symbols appearing in chat conversation”. The case will be appropriately attributed to your agency. The first available member of the iCarol Support team will respond to the case and begin the investigation of the issue.

The benefit of submitting Messaging cases in this manner is that this tool conveys additional details about the specific Messaging conversation the user was addressing that helps the iCarol Support and Technical teams immensely when investigating issues. Some of the details conveyed include browsers being used, platforms being used, and whether the visitor was using a mobile device. The details can be extremely helpful in investigating and ultimately resolving an issue. This quick and easy to use tool can be a benefit to you by conveying details “in the moment” so they are not forgotten. It can cut down or eliminate conversations or emails between the user who experienced the issue and an Admin user who wants to report the issue to iCarol Support. It can also mean that issues are reported faster, which could lead to faster investigation and resolution of the issue.

As always, if you have any questions about the Report Incident tool, or anything else, please do not hesitate to contact the iCarol Support team!

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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!

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Going beyond “Calls” – We need your input

helpline call chat text

More than a decade ago when iCarol was first created by two helpline volunteers, Neil and Jackie McKechnie, helpline work was very much based in serving people via the phone. And the phone remains a method of communication to this day for helplines all over the world.

Over the years though, as new technologies grew in popularity and availability, people increasingly turn to channels like chatting, texting, or connecting with services through websites. And helplines need to embrace these new channels to stay relevant and reach more people. The flexibility in iCarol enables helplines to capture important information regardless of the type of contact — our Call Report Forms are used to collect data on interactions, whether they happen over the phone, online, via text, or even at in-person visits from mobile crisis teams or walk-in clinics. But some of the verbiage inside iCarol still centers around calls as a primary service, like the main Calls page, Call reports, and Caller Profiles.

We know that many helplines have expanded services beyond the phone, and that iCarol plays an important role in your documentation of all channels. For that reason, we are considering a name change for the “Calls” section of iCarol to better describe what you do and how you use these features. Please take 2 minutes to give your input about this by taking a brief survey.

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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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Creating ProgramAtSite records as a Link Only

Resources

Resources that are organized and have a hierarchical structure are going to be much easier to navigate, whether you are a Resource Manager looking to make updates, or an I&R Specialist finding referrals for a client. In iCarol we follow the structure put forth by the Alliance of Information and Referral Systems (AIRS) called Agency, Program, Site structure. You can read more about this structure here.

The most detailed and complex way of organizing your referral database is to include the ProgramAtSite record in your hierarchy. This record connects exactly one Program to exactly one Site. That is to say, at a particular Site location for an Agency, a Program may be offered at that Site. And details about the way this Program operates at this Site may vary from the way that Program operates at a different Site.

ProgramAtSite records can include detailed, nuanced information about the way this Program operates at this Site. Conversely, a ProgramAtSite record may simply contain only the information that this Program is offered at that Site, and nothing more. When you go into your iCarol system, edit a Program record, and designate which Sites offer this Program, you’re essentially creating ProgramAtSite records.

But sometimes these ProgramAtSite entries that describe a simple link between a Site and the Programs offered there may not be considered true, fully fledged ProgramAtSite records depending on your organization’s policies, and having them treated as such in your helpline software may unintentional skew your results when analyzing the number of records you maintain, the staff hours needed to keep records up-to-date, etc.

In a recent release to iCarol, we created the ability for our users to say whether a ProgramAtSite record is a Link Only, meaning it is not edited or maintained by your resource managers or editors. Link Only ProgramAtSite records cannot be edited and will not contain detailed information about how this Program operates at this Site, just that the Program is offered at the Site.

This feature is currently available to any of our users who employ the ProgramAtSite record level to their resource database. If you’re not yet using an Agency, Program, Site structure in your iCarol resource database, please contact our support team for assistance.

Initial Set Up

First you need to be sure you have ProgramAtSite records turned on for editing, and turn on the Link Only feature. To do this, take the following steps:

  • Log into iCarol as an Admin
  • Click on “Admin Tools” from the left menu
  • Click on the “Resources” tab
  • If not already enabled, click on the checkbox for “Can edit ProgramAtSite records”
  • Click on the checkbox for the “Enable LinkOnly ProgramAtSites”

  • Enable LinkOnly ProgramAtSite

  • Click the “Save all settings” button
Note: If in the future you disable the Link Only ProgramAtSites feature, all existing Link Only records will be automatically converted to standard ProgramAtSite records.

Creating Link Only Records

Now that you’ve turned on this feature, you can start creating these Link Only records. To do that, take the following steps:

  • Click on “Resources” from the left menu
  • Find or create a new Agency, Program, and Site record
  • From the Program record, select a Site from the “Available sites” list
  • Click the “Create ProgramAtSite as a Link Only record. Editing will be restricted” checkbox
  • Then click “Add >>”

  • Create a Link Only ProgramAtSite record

  • Click the “Save” button
Note: Not selecting the Link Only setting will create a standard ProgramAtSite record by default.

Converting Records

Now that you’ve created these records that are Links Only, you may find from time to time that you’ll need to convert them back to being full, editable ProgramAtSite records. Link Only and Standard ProgramAtSites can be converted from one to the other when editing the ProgramAtSite record. When converting from a Standard to Link Only ProgramAtSite all field values on the record will be cleared, and editing of the Link Only record will be restricted.

  • From the Edit page of the ProgramAtSite record
  • Click on the “Convert to [record type] ProgramAtSite” link above the ProgramAtSite Name field.
  • Click “Ok” from the confirmation dialogue window that opens, and the record will automatically convert.

  • Convert ProgramAtSite record

  • Click the “Save” button

Impact on Automated Verification

You may be asking, how does this new enhancement impact my Automated Verification requests? Link Only ProgramAtSites will be sent merged with the Program record, even when the Automated Verification Request, Setting #6 “Send verification request to ProgramAtSite contact if one exists, otherwise Program Contacts” is selected. If Standard and Link Only ProgramAtSites exists for a Program, both separate and merged ProgramAtSite records will be sent to verifiers.

Example: Program “Fruit Collection”, is offered at three sites: 5221 60 Street (Standard), Southeast Community Centre (Link Only), and Northeast Family Centre (Link Only). When the AVR request is sent for “Fruit Collection” and setting 6 “Send verification request to ProgramAtSite Contact if one exists…” is selected, the Program verifier receives the Program and both Link Only ProgramAtSite merged, and the Standard ProgramAtSite separately to the verifier listd on the ProgramAtSite record (if available).

Reporting and Other Changes

For a number of reasons you may want to exclude Link Only ProgramAtSite records when running certain reports or other queries inside of iCarol. Here’s a quick breakdown of the areas where you can choose to do that, and ways to otherwise be aware of these records when analyzing your database.

  • From the “Manage Resources”, “List all Resources” tool LinkOnly ProgramAtSites can be excluded from the list by clicking “Exclude LinkOnly ProgramAtSites”.
  • From the “Statistics”, “Resources” reports LinkOnly ProgramAtSites can be excluded from results by clicking the “Exclude LinkOnly ProgramAtSites.”
  • In Resource Exports, LinkOnly ProgramAtSites are flagged as LinkOnly in the “IsLinkOnly” column.
  • LinkOnly records can also be excluded from API results

We hope that this new ability to create ProgramAtSite records as Links Only rather than full, standard records will be useful to your agency. Should you have additional questions about this feature, please contact our Support Team.

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