On Friday May 12, 2017 we were notified by Infrastructure Engineers that a massive global attack was underway which had already infected hundreds of thousands of computers and servers worldwide. This attack was known as the WannaCry virus and it targeted a vulnerability in Windows-based operating systems by encrypting the contents of a hard drive and any shared drive that computer was provided access. To decrypt the contents and return the hard drive back to a normal state, users were presented with a message demanding a ransom payment in Bitcoins, a virtual online currency that is difficult to trace.
Microsoft had recently released a patch to secure this vulnerability, which we had scheduled to deploy with our next patching cycle on June 11, 2017 after validation in our labs. However with news of this attack and following the recommendation from Microsoft Support and our Infrastructure Engineers, we acted swiftly and began the patching process of our external perimeter servers, considered to be at the highest risk of being targeted. By the end of the day Saturday May 13th, our exterior perimeter was secured in our production environments. We continued the process Sunday May 14th to secure our Disaster Recovery sites and by the end of the day Monday May 15th we completed the securing of our desktops, internal application and database servers. Following these actions, we can confidently say that all servers have now been secured in the iCarol infrastructure against the WannaCry virus.
Guidance for our users
We advise all of our users to be sure you stay up-to-date on browser and operating system updates on your machines. If you are running a Windows-based operating system please be sure to run the latest updates (Control Panel > Windows Update > Check for Updates) to make sure you pick up the latest patches and protect yourself from WannaCry and other viruses.
We take our role as stewards of your data, including sensitive information about the people you serve and the important work you do, very seriously. Should you have any questions about system security in the wake of the WannaCry Ransomware attack, please do not hesitate to reach out to our Support Team.
I’m excited to be attending the upcoming United Way CEO 2-1-1 Summit and Community Leadership Conferences next week in Orlando! Of the many big ideas and opportunities we can advance collectively, some of my favorites are those that contribute to 2-1-1’s operating as a coordinated national network, and that increase our relevance in key areas like social determinants of health. I’m looking forward to formal presentations and “hallway talks” about:
- Deeper engagements with medical and behavioral health entities
- Technology standards to harmonize the distribution of social and human services data to trusted partners
- Coordination of the National Texting Platform
- Greater use of “syndromic survellience” (love that term) to alert our leaders to emerging crises and issues
If these topics are of interest to you too, please let’s make sure we connect in a session or during a break to explore how we can advance 2-1-1’s overall, and your 2-1-1 network in particular, in the near term.
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.
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.
From April 26th through the 29th, members of our team will be in Phoenix for the 50th American Association of Suicidology Conference.
We’ll have a booth at the conference and you’ll see us at many of the events and sessions, too. It’s important to us to learn about and be aware of all the latest research and the expanding needs of helplines as they work to build suicide-safer communities.
We hope you’ll stop by our booth and let us know how things have been going for your organization, and tell us about the exciting initatives you’ve had going on. We’ll be available to answer any questions you may have about iCarol, and we’ll have some fun activities to check out that are brand new this year!
In particular we’d really enjoy hearing your feedback about the new iCarol Ideas Portal we recently released. We’re excited to hear from our users about how it’s going, what you like about it, and any other feedback you may have. So if you’ve used the Ideas Portal, we definitely want to see you!
With all the excitment and so much going on, the time at the conference goes by quickly, so please look us up at the conference, or
beforehand to schedule some time to chat so we’re sure not to miss the opportunity to see you!
We look forward to seeing you and learning about all the latest in the life-saving work being done by the helpline industry so that we can continue to build our systems to support you.
Following the success and positive feedback we received after last year’s iCarol Summit, we’d like to announce that on May 21st, the day before this year’s AIRS Conference officially kicks off in Tampa, Florida, our AIRS certified team members will again hold a User Group Summit at the same venue as the conference. Our Summit is an all-day event that includes training and informational sessions along with our traditional User Group session. While we do ask that you register to attend this even, there is no cost to participate.
This year we’re excited to cover the fundamentals for your I&R service, while also diving into topics we know are of increasing importance in your field. We’ll feature two main sessions to address both of these areas. Our first session of the day will focus on managing your resource database and the important basic tools such as editing, field visibility, filtering, managing regions, custom fields, verifying your records for accuracy, and more.
After a break for lunch (there are plenty of great choices for you to explore close to the conference venue) we’ll continue on learning about the growing need for services to participate in continuums of care within communities. Human service agencies can’t afford to operate in silos — they need to work together, communicate with one another, and share client information to ensure clients are engaging in the full spectrum of available services and that all providers are aware of their status and progress. Community organizations striving for this model often practice a “no wrong door” policy so that regardless of where a help-seeker begins their treatment journey, they’ll be able to smoothly enter the systems of care rather than getting turned around, improving their chances of success and greatly reducing the frustration or discouragement that they may encounter otherwise. In this session we’ll discuss potential ways your agency can become a leader in these care networks within your community using some unique strategies and iCarol tools.
Finally, we’ll end our day with a traditional User Group session to which all are invited, regardless if you registered and attended earlier sessions in the day. This is a chance to learn more about iCarol for those who may be considering use of our solution, and to hear more about our strategy, planned new features and enhancements in our product “roadmap.” Of course we’ll offer time for questions, comments, and discussion of challenges and priorities.
We’re working hard on prepping everything for our Summit as well as other fun and exciting activities at this year’s AIRS Conference. Don’t miss this chance to connect with us — our full agenda and other details are available by following the link below.
Learn More and Register
From April 2nd – 5th, iCarol Co-founders Jackie and Neil McKechnie will attend the National Council for Behavioral Health Conference in Seattle, Washington. Many of our friends and clients have encouraged us to attend and have spoken highly of the conference, the people and organizations it attracts and the fantastic learning opportunities it presents, so we’re looking forward to experiencing this first hand.
In case you are not yet familiar with this organization, the National Council for Behavioral Health with its 2,800 member organizations, is dedicating to serving millions of adults, children and families living with mental illnesses and addictions. The cornerstone of their mission is to advocate for Americans’ access to comprehensive, high-quality care so that everyone has the tools needed for recovery. Many of you may also be familiar with their Mental Health First Aid program, a course that many of our users have not only taken, but their agencies often provide this training to their community. This highly impactful program has trained nearly 1 million people to play a role in helping someone experiencing a mental health or addictions emergency by providing immediate intervention and empathy while encouraging professional support. This program empowers all people, regardless of their personal field of expertise, to care for others and not ignore situations or feel powerless to help when they see mental health emergencies play out in front of them. It also highlights the importance of everyone having basic knowledge of mental health and addictions issues, which ultimately saves lives and reduces stigma.
We’re looking forward to learning more about this organization, attending some amazing sessions, and connecting with those in attendance to see how we might be able to work together. If you’re an iCarol user and you’re going to be there, we’d really love to connect so we can say “hi” and catch up with you, and perhaps grab a bite to eat or cup of coffee in between sessions. With this being such a large conference and knowing how much there is going on, it’d be great to plan ahead and schedule a time to connect and make sure we don’t miss one another. Please reach out to so we can find a time to meet up at what is sure to be a great event. See you in Seattle!
As our user base has grown over the last few years, we’ve scaled by putting into place major enhancements with our infrastructure. This ensures a stable foundation for your iCarol system to support the important work that you do. Likewise, we’ve recently added additional depth and stability to our company with the addition of a new position in our organizational structure. This change allows us to ensure continued quality service for all iCarol clients.
We’re pleased to announce the promotion of Rachel Wentink to the position of General Manager of iCarol.
Rachel first joined our team in February 2015 and came to us with a broad and extensive background in technology, product and business development, professional services and marketing along with many years of experience in managing small and large teams and working with clients in local, regional, national and international environments. Her educational background includes advanced leadership training and a Masters of Business Administration.
In the two years since joining CharityLogic, Rachel has taken on multiple responsibilities and managed several key projects. Most recently she served as our Director of Product Management and Strategy and was instrumental in forecasting our clients’ needs and then planning and implementing a product roadmap that exemplifies iCarol’s reputation as an innovative technology leader.
As General Manager, Rachel will oversee iCarol’s daily operations and drive strategies that ensure iCarol’s continued growth and success. She will also continue her work directing the Product Management team and will see through her current projects in that department.
Please join us in welcoming Rachel to this new role and wishing her much success!
Would you like to work for a company that fosters a casual yet challenging work environment? Where you’re expected to work hard and yet enjoy flexibility in your schedule? Do you want to feel good about the work you’re doing and the clients your employer is serving? iCarol may be the place for you! We’re currently seeking a qualified individual to fill the new position of Business Operations Manager.
Our ideal candidate will have a degree in Accounting, Finance, Economics, Business or other related field, and have at least 5 years accounting experience. They need to have a strong working knowledge of tools like Quickbooks, Microsoft Office programs, and knowledge of Salesforce.com is highly desirable. They should also be very organized, a good communicator, and have the discipline and initiative needed to work remotely. If this is starting to sound like the opportunity for you, then please head over to this web page where you can read the full list of requirements, qualifications, and job responsibilities, and learn more about how to apply.
In case you don’t know him, our CTO Neil loves to code. And he also loves to address social challenges with technology. So when the University of San Francisco’s School of Management announced their one-day Social Entrepreneurship and Innovation Conference and subsequent two-day Tech4Good Hackathon, he immediately signed up to make the short drive down to the event to see how he could help.
About 70 bright individuals arrived for the hackathon’s opening ceremony on Saturday morning and, one-by-one, introduced themselves to the group by announcing their skills, why they were there, and an idea for what problem they would like to see solved in ways that would have social impact.
In the ensuing hour, participants informally coalesced into the teams that would start building their entry into the hackathon’s competition, to be judged the next day by an esteemed panel of five high-tech executives from the Bay Area’s startup scene. By introducing himself as a “CTO, architect and full-stack developer” Neil was in high demand to join numerous of the 10 teams who hoped to have a useful, coded prototype to show about 24 hours later.
As he has a family member who could benefit from it, Neil settled on a team to build a web-based tool that replicates a “real world” tool that helps young learners with phonics, letter identification and word formation in their journey toward reading fluency. Each of his other three team members brought very useful ideas and skills and were amazed at how quickly they organized into a highly functional and productive group.
After more than a few energy drinks, late night coding sessions, and last minute changes, the team submitted their entry for judging on Sunday afternoon. Although Neil’s team didn’t win, he helped other teams throughout the weekend and was impressed with all of the final entries.
Although it was his first hackathon, we’re pretty sure it won’t be his last!
Each year, February 11th is celebrated as 2-1-1 day throughout North America.
2-1-1 is an easy-to-remember three digit number, but unlike 4-1-1 for directory assistance or 9-1-1 for life-threatening emergencies, the focus of 2-1-1 is to provide people with comprehensive information and referral to various human services in their communities.
Rather than spend hours of frustration going it alone calling around to various agencies or surfing the web, help-seekers can make 2-1-1 their first call for assistance and speak to a trained specialist that can spend time evaluating their needs, educating them about resources, and then connect them with the appropriate services. These 2-1-1 agencies widen their reach by making their services available via chat, texting, and integrating their well-curated database of resources into their website. They also build partnerships with other providers by sharing their resource information and making it available to collaborators in a multitude of ways. Of course, iCarol is delighted to help a large percentages of 2-1-1s across Canada and the United States tap into these tools and innovation to help their communities.
iCarol is proud to be working with so many 211 providers whose organizations provide a vital service to their communities by connecting millions of people to essential services each year. If you work at a 2-1-1 and celebrated this day at your helpline, whether it’s just a small occasion or large outreach event, we want to hear from you! Send your stories and photos to so we can feature them on our blog and share your experiences with our readers and recognize your helpline.