Information & Referral Database

Does your help line have a hard time organizing and finding and information and referrals? The iCarol help line software makes it simple to keep track, find and protect your non profit contact center’s information about community service providers. For your referrals, a database is created that makes it easy-to-use, even for computer novices, and gives your help line the capacity to help callers faster and more effectively.

Molly B, Executive Director, Agora Crisis Center Albuquerque, New Mexico, USA tells us, "I want to be sure that other Center Directors know about iCarol. It's easy to use and volunteers are excited about it."

Here’s how your help line can serve more people with iCarol:

• Find referrals for your callers
  Finding, making and logging referrals is well integrated into the process of taking a call in iCarol. Quickly browse and search your referral database, filtering by geography, caller need and more.
• Create and manage information about service providers
  For each agency, program or site you wish to track as a service provider, the record can be as simple as a name, or contain dozens of useful fields that are recommended by professional "information and referral" associations like AIRS.
• Categorize and organize your referrals
  It's fast and easy to create categories and keywords, and then assign your resources into them. And there's no limit to how many categories and levels of hierarchy you can create in your referral database. You can either use your own categorization scheme, or use a standard one like the AIRS 2-1-1 Taxonomy.
• Designate "coverage areas" for your resources
  For each resource, you can designate it's coverage area that represents the geographic area that it serves. These can be as simple as a single town, or contain any combination of cities, counties, postal codes and states/provinces. Then when searching for resources for a caller, iCarol will automatically show you just those that would serve the caller, based on their location.
• Reports give keen insight into your referrals
  Quickly find out your help line’s top referral organizations, unmet needs and caller problems with reports filtered by date range, geography and a range of other parameters.
• Automatically share databases with partner agencies in your region
  Authorized help line contact centers can make referrals from your live referral database, from within their own iCarol system. Whether you collaborate with two or 200 other help lines, we make it easy to assemble a regional, statewide, provincial or even national database by aggregating them amongst all of you in the network.
• Keep your information and referrals verified and updated
  iCarol will help you verify and update your community referral organizations’ information on a periodic basis, so that you can be sure it does not get outdated. iCarol can automatically send reminder emails, request changes from a secure web page for self-serve updating and allow you to view, modify and accept those changes in your referral database.
• Publish your resource database on your public website
  No need to import or export anything. Your current referral database can be browsed and searched from your own public website. All the content will look and feel to the user like they are still on your website, but behind the scenes iCarol will be doing all the work for you.
• Printable directories
  Create PDF or Microsoft Word versions with part of, or your entire referral database. These can be ready for printing or distribution to your partner help line contact centers and the community.
• Import from other software
  We've successfully imported referral databases from other standard and custom software into iCarol.
• 2-1-1 taxonomy & AIRS compliant
  iCarol fully supports the 2-1-1 taxonomy and is compliant with the AIRS accreditation standards, including ongoing enhancements. We support the new "import from XML", "sixth level" and "trailing zeroes" features. Our system is structured with the AIRS-recommended agency, program, site method and supports import and export with the AIRS XML 3.0 specification. 
  Click here to find out what is included in the 2-1-1 features.

Find out how your non profit contact center can gain from using the iCarol help line software. Take a video tour to get a feel of how iCarol works or contact us to schedule a live demo of iCarol help line software.