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Posts Tagged ‘iCarol Features’

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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Where to Find Help when Using iCarol

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iCarol is a large and complex piece of software, and every client uses it a little differently. Some clients use some features, and other clients use other features. Client needs also change over time, necessitating the discontinuation, addition or adjustment of processes and policies. We understand that there is turnover in our client agencies, so training new staff or volunteers is a continuous need.

We are here to help! We have a number of self-serve options for training and notification of new features and enhancements. We encourage all of our clients to explore the information available through these options to assist you with building and maintaining your knowledge of how to use iCarol to meet your needs.

iCarol Help Page – Online Video Tutorials and other training and informational material

To access the Help page, simply click Help in the left hand menu when you are logged into iCarol.

Training page

The Help Page is organized into sections representing the major features of iCarol – Volunteers and Staff, Shift Calendar, Call Reports, Messaging, Resources, and Statistics and Reporting. Each section has a number of videos or other documents (for example, PowerPoint presentations) explaining how to use the different features in iCarol. Feel free to use any of these materials in your own training programs at your agency.

iCarol Help Page – Help Articles

To access iCarol Help Articles, click Help form the left hand menu when you are logged into iCarol, then, at the top of the page, click “Help articles – browse solutions to common questions”.

Help articles page

You can search for help articles in a few different ways. You can enter a word or phrase in the text box next to the Search button, and then click the Search button. You can refine this search to a particular category by choosing a category from the drop-down menu below the search text box. Or, you can browse through the various categories and sub-categories listed on the screen by clicking on the name of a category. For example, the screenshot below shows the help articles available in the category Calls, sub-category Call Reports – Create & Submit Call Reports.

Help articles

iCarol staff are continually updating and expanding the Help article database as new features, enhancements and updates are released.

iCarol Dashboard – Announcements, tips and tricks

Users with Admin or Supervisor security status can access the iCarol Dashboard, which contains an Announcements, tips and tricks section. To access, simply click Home in the left hand menu when logged into iCarol.

Dashboard

This section contains posts about updates, new features, upcoming webinars, and more. Due to space limitations, you will likely only see the latest 3-4 posts displayed. To view earlier posts, scroll down to the bottom of this section and click the link labeled “See all news”.

iCarol Blogs

To access the iCarol blog page, access the iCarol website at www.icarol.com, then click Blog at the top of the page.

blog

The iCarol Blog contains a variety of articles that pertain to the iCarol software as well as other topics we feel would be of interest to helplines, such as Bell Let’s Talk Day, as shown above. Please note, you can subscribe to the iCarol Blog by filling out the small form you see in the lower right hand corner of the screenshot above. Doing so will deliver a weekly Blog Digest to you via email.

iCarol Quarterly Newsletter

To sign up for the iCarol newsletter, access the iCarol website at www.icarol.com, click Blog at the top of the screen, then click Newsletter along the right hand side of the screen.

newsletter sign up

The newsletter will be delivered to your email inbox. Articles include trends, tips, downloads and iCarol updates, including things like worldwide news and events, helpline best practices, iCarol product and feature updates, testimonials from iCarol users, Case studies of helplines, non-profit and charity contact centers, ask the expert and more.

Finally, if you are unable to find the answer to a question you have, you are welcome to submit a case to the iCarol Support Team using the Online Case Management system. This is accessed by clicking Help in the left hand menu when you are logged into iCarol, then, at the top of the screen, clicking “Cases – contact the iCarol Support Team”.

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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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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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Join our next Quarterly Enhancement Review Webinar

Webinars w gray

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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Following year anniversary of services, ONTX shares data

chat vs text

Ontario Online and Text Crisis Services program (ONTX) recently marked a year of service to their communities, and shared data with constituents in their latest newsletter. In the report they describe response to the program as “overwhelmingly positive” while allowing contact with many individuals who otherwise would not have reached out for help.

Some key findings:

  • Total chats and texts: 8,921
  • 75% of visitors were under 24 years old, while that same demographic makes up a very small portion of their phone callers
  • Over 200 specialists trained to take chats and texts
  • They receive an average of 5 suicide-related contacts each time the service is open
  • More than half of visitors said that in the absence of an online emotional support service like ONTX, they would not have spoken to anyone about their problem

For a full look at the released findings click here, or read a summary here. Want future updates from ONTX and other services of DC Ontario? Be sure to sign up for Distress and Crisis Ontario’s newsletter by emailing your request to .

We’re thrilled by the success of our friends at ONTX, though it comes as no surprise to us that they’ve had this response. The caring people at the Distress and Crisis Ontario have been providing listening support and crisis intervention to Ontario for nearly 50 years. Their latest step to make their services available in a way that works for everyone in need demonstrates their commitment to helping people and saving lives.

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Link your Taxonomy terms to your custom categories

Search

Searching for the right resource in iCarol is quick and easy, and can be done in two basic ways: either by its name or how it’s categorized. Searching for something by its name is typically most helpful to Resource Managers or other specialists who need to find an exact listing because they want to do a quality check or make changes. When it comes to assisting help seekers, it’s much more fruitful to search for something based on how it’s categorized, that is, the list of keywords or categories assigned to that resource that help describe what types of problems or issues the referral can assist with.

And then, there are two different types of categorizations one can use in iCarol: Categories or the Taxonomy. Each iCarol system will let you build your own hierarchy, as simple or complex as you like, of custom categorizations to assign to your community service provider listings to describe what they do. The Taxonomy is typically used by I&R helplines, 2-1-1′s, or other AIRS accredited information and referral providers, as this is an extremely detailed and complex categorization tree, which AIRS takes the time to maintain to keep everything consistent. This requires additional subscriptions both from AIRS and within iCarol, which you can read more about here.

Many of our users, for a variety of reasons, prefer to use both Categories and the Taxonomy in their iCarol systems. This allows for greater flexibility and other benefits, if requiring some additional time to categorize each resource with the proper terms using both categorization methods.

For these users, we’ve devised a new way that helps you ensure these varying types of categorization are ultimately working together well and producing great search results. Beginning with our next release, slated to occur on Tuesday July 19th, you can link one or more Taxonomy terms to your custom categories. This way, when someone is searching a certain custom category for a help seeker, the system ensures that not only will they be shown resources which have been coded with that category assigned, but also returns results that have been coded with a certain Taxonomy term or series of terms.

This can really speed up the process of collecting appropriate referrals for your caller, eliminating the need to do multiple searches by essentially creating Taxonomy groups. Here’s how to turn this feature on, once available:

  • Log in to iCarol as an Admin, or other user who has been granted access to Admin Tools
  • Click on “Admin Tools” from the left menu
  • Click on the “Resources” tab
  • Under the AIRS/211 Taxonomy section, click the checkbox for the setting “In category searches, also look in taxonomy terms linked to the category”

  • Enable linking taxonomy terms to custom categories

Next, you’ll want to begin linking your Categories to Taxonomy terms. To do that…

  • Click on “Resources” from the left menu
  • Click on “Manage Resources” to the right of the geographic filters
  • Click on “Customize your categories” from under the Taxonomy and categories section
  • Click on an existing category to view the Taxonomy terms assigned to this category configuration menu
  • Using the same process as assigning a Taxonomy Term to a resource, search for, or drill down to select taxonomy terms to link to the category.
  • Once terms are selected, click “Save taxonomy selections below” to add terms to the Category. To delete existing terms from a category, select the term to delete and click “Delete taxonomy selections above”

  • Linking taxonomy terms to custom categories

As shown in the example above, one way you can use this tool to group together similar Taxonomy terms to create Taxonomy groups, which are then linked to a single custom category. In the example above, an I&R Specialist can search for the category of Holiday Meals, and all records that have been assigned any of the singular and specific listed Taxonomy terms (Christmas Meals, Easter Meals, etc.), will be returned in that search. A note that while Resource Managers can create these groupings at any time, this tool will only work and actually return the proper results if the feature is turned on in Admin Tools, as shown in the first set of instructions.

We hope this new feature will help save your specialists time as they’re working with your clients, getting them even more appropriate referrals quickly, and without having to recall as many individual Taxonomy terms as they do so. If you have questions about this new tool that isn’t answered in our Help Articles or this blog, please reach out to our Support Team.

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iCarol Summit and AIRS Conference recap

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May was a busy month for our team, capped off with a trip to St. Louis for the 38th Annual Alliance of Information and Referral Systems (AIRS) training and education conference. But before that conference got started, we had an exciting event of our own to host.

For awhile now we’ve been wanting to experiment with holding an in-person training event for our clients; something that would allow us to go beyond the sessions we historically participate in during these conferences which generally must be not vendor specific. We love sharing our broad knowledge with folks at sessions like this, but recognize there’s an opportunity for iCarol-specific education especially given that so many of our clients would be present and, we hoped, interested in spending some time with us.

So late last year we began planning what would become the iCarol Summit, a day-long intensive training event hosted by us and featuring members of our team with extensive knowledge and expertise in Information and Referral (I&R). The Summit was held on Sunday May 22nd to superb turnout by iCarol users all across North America.

Neil welcomed everyone with an opening keynote where he discussed recent iCarol growth, the state of the I&R industry, and trends we’re seeing. A few highlights include:

    iCarol Growth
  • The size of our team has doubled in the last 18 months
  • The number of users worldwide is solidly above 50,000 and growing
  • 1/3 of 211s in North America use iCarol and that number is continuously growing
  • 5 of our staff hold CIRS or CRS certifications from AIRS
  • iCarol leadership continues to take an active role in discussions about AIRS standards and technology initiatives in the I&R industry
    iCarol Software
  • In 2015 we added over 1,600 enhancements to our product with many more coming before 2016 ends
  • There are more ways than ever for our users to enhance their iCarol knowledge, from training webinars and on-demand videos available now, to tailored walk-throughs which are coming soon
  • Discovering and trialing iCarol will be made easier with added automation to the onboarding process
    The I&R Industry Trends
  • AIRS standards continue to evolve
  • Big data and data sharing
  • Extending reach via mobile, live chat, texting, and social media
  • Self-service via the web and apps

From there, our participants headed onward to a day of sessions we developed with our users’ needs in mind. Polly gave a thorough presentation which walked us through bringing together AIRS standards and AIRS resource database quality recommendations using iCarol. She discussed iCarol program metrics and tools and how they can directly improve your ability to meet certain AIRS standards and recommendations. Just one of many examples, the Resource Complexity report, which provides an analysis of your records and how they rate on complexity. The report suggests statistical reportsthe number of hours it may take to manage them using the AIRS standards as a guide, therefore giving the tools to determine the number of FTEs needed at your agency to meet these standards. The rest of the presentation covered similar program tools and metrics that directly assist with meetings AIRS standards and thus achieving certification.

Christa led a session on the many ways you can use iCarol to reach your community beyond fielding phone calls — and we’re not just talking about iCarol Messaging (Live Chat and Texting). This session covered tools like the Public Resource Directory, Online Forms, texting or emailing referrals, follow-up texts, the API, and more. In fact, for each of these areas she discussed not just the tool as a whole, but some individual components or settings in each function. The group was exposed and educated on many iCarol features that they had previously not discovered, or didn’t have extensive knowledge of. Crystal held a session on Proving Your Value, covering topics like Needs and Unmet Needs reports, examining your exports, and a peek at new exporting tools coming soon, along with some discussion about Microsoft’s powerful Power BI capability.

These are just a few examples of the highly detailed and helpful breakout sessions we aimed to bring our participants, and we’re so pleased by the attendance and enthusiasm at these presentations.

messaging 2.0

At the end of our Summit, Rachel presented a traditional usergroup session, which was open not just to Summit attendees but to any interested party who was visiting the conference and wished to learn more about iCarol. In this final session of the day, Rachel touched on some of iCarol’s product initiatives, including planned enhancements we’re currently calling “Messaging 2.0″ and “Public Resource Directory (PRD) 2.0.” Messaging 2.0 will enhance the usability of this feature via a more efficient approach to both the workflox and access to the resource search. These enhancements will also improve your productivity — not only will you be able to find and give visitors their referrals even faster, but the enhancement should result in a quicker response time when working in your forms. Messaging 2.0 will also bring with it increased reliability and fewer opportunities for the already low occurrence of “lost” messages. This enhancement is still being developed and so we cannot commit to a firm release date right now, however at this time we estimate a fall 2016 launch.

The new developments to the iCarol PRD will boost your ability to direct help-seekers to services via the PRD’s embedded resource search on your website. The enhancements will reduce the time it takes to obtain search results, while simultaneously offering greater control over appearance including more integrated tools to build “guided” searches, or customizing CSS or using the API for even greater control. Further, you’ll be able to configure the weighting of search results, set up guided searches, filtering, and more.

Rachel wrapped up our day by speaking to other recently released development, and spoke to a few other planned enhancements for the remainder of 2016.

We thoroughly enjoyed presenting our first ever iCarol Summit, and we truly hope all who attended enjoyed themselves and learned a lot that they can put into practice at their helplines. The feedback we’ve received so far has been extremely positive, and the success of this event has encouraged us to plan future events. We’d appreciate your help in making that happen. Please take a second to answer just a few questions that will help us develop future training events.

Help us plan future events

Next up was the AIRS Conference, and the team had a blast. It’s difficult to sum up so much activity and also express how much fun we had. These events are always a great chance for us to see each other, our clients, industry folks, and meet lots of new friends.

Polly and Crystal hosted an extremely popular session called “Crunching the numbers” where they took the audience through the process of interpreting your data through Excel tools like pivot tables. This workshop was non-vendor specific, meaning the session focused on elements that any helpline with data could find helpful, regardless of the software they use to collect that data. According to Polly, one attendee of the presentation said he was working on his MBA and some of the material covered in the session wasn’t even included in an advanced course on Excel.

We received great feedback about this workshop — Stay tuned as you may see the opportunity to watch either a live or recorded version of this presentation in the future.

As usual, we had a booth set up so we could share information about iCarol to interested parties, as well as having a place to greet our users who came to visit. The exhibitor’s hall was expansive and impressive, located in the lobby area of the historic St. Louis Union Station Hotel. Check us out in the bottom left of the photo.

St. Louis Union Station Hotel Lobby

We kept ourselves tuned in to the trends and discussions impacting the I&R industry. There were a lot of conversations that extended the themes of the keynote from the United Way 2-1-1 CEO convention back in March, which we attended. There are plans to build a national resource data repository for United Way Worldwide, and it appears those plans are progressing and getting more detailed. We’ll be keeping a close watch on this, as it could influence iCarol innovation and development of tools for our users who may want to participate in such a database.

Follow-ups, measuring outcomes, processing and effectively reporting your data, and expanding your reach to help seekers all emerged as hot topics. As we hope you’d expect by now, we’re actively engaged in these conversations and constantly assessing how iCarol can be developed to give you the leverage you need.

Our users are doing some pretty cool stuff using iCarol — notably Kings United Way in California which created the 211 Intelliful app that connects residents of Kings and Tulare Counties in California with the resources available to them. It’s available via the App Store and Google Play, and will give you a good idea of all the amazing things you can do using the iCarol API. We were happy and really impressed with the app they developed and others clearly were, too.

Kings united way California 211

Of course we left time for fun. St. Louis provided lots of opportunities for that. The gang enjoyed a tour of the Anheuser-Busch Brewery

And as is tradition, we also took in a ball game, Cardinals vs. Cubs.

And just like that, it was over! We loved our time in St. Louis and this was a particularly energizing conference in part because of the iCarol Summit and in part because of all the creativity, innovation, and excitement we were exposed to. Don’t forget to give us your input about future in-person trainings by iCarol — we’d love to take you with us on our next adventure!

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