A system to manage your call reports and logging

As your phone workers log calls in an easy to use, customized form, iCarol organizes these records so that it is easy for people at your agency to securely organize, find and tabulate information about your calls and callers.


Give your phone workers fast access to information

While logging a new call, your phone workers can quickly search for previous calls received, your database of community resources, instructions on how to handle certain callers, and more. With these tools, they'll be more likely to serve each caller well.


Call report forms that track exactly what you need

Since every agency needs to track and report different things, we can customize iCarol to conform with just about any call log, call sheet or call report template. You can also track and report on referrals made, unmet needs, third party calls, and much more.

And you can have multiple different call report forms, like Incoming Call, Suicide Assessment, Call From Other Agency, Crisis Call, different incoming lines, and more.


Keep track of your repeat callers

Frequent and repeat caller profiles give updated instructions to your phone workers, so they can be more sensitive to their current situation.


Administrators can review and give feedback to your phone workers

We make it easy to make comments and suggestions in call records so that your phone workers can continually improve their service. You can mark the feedback as private, and you'll even know if they've actually read the feedback.


Outbound and Reassurance calls

You can also track calls you make out to your clients, whether on a one-time or an ongoing basis. Many agencies use this feature as part of a program to regularly call elderly or homebound people, to make sure they are doing well, taking their medications and getting social contact.
 

Schedule follow-ups to advocate for your callers and to do quality assurance surveys

At the end of a call, you can schedule follow-up activities that you or your colleagues can perform on behalf of the caller. iCarol will also remind you when it's time to ask the caller to participate in a quality assurance survey. If they do, iCarol makes it easy to schedule, store and report on the results of those surveys.

Get statistics about your calls and callers

iCarol tracks data about all your calls, making it very easy to generate reports for your board, funders and accreditation agencies. And you'll have a much better idea of trends in your call volume, caller demographics, and the kinds of issues your agency handles. You can even include or exclude any or all of your call report templates. Learn more about iCarol's statistics.


Protect your call records, and allow access only on trusted computers

You can choose to allow access to call reports and repeat caller profiles only from trusted computers, like those in your office. So one of your volunteers who simply wants to sign up for a shift from home or work can't see any of your agency's sensitive information from there. In addition, the information is protected by our extensive security measures .


iCarol is a management system intended for community helplines and crisis lines. Find out more about iCarol's other features.