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Posts Tagged ‘Resource complexity’

Calculating your resource database’s “complexity”

We mentioned recently that at this year’s AIRS conference a workshop called Resource Database Assembly: The Next Generation provided some inspiration in making a measurement available within iCarol that calculates the complexity of your resource database. We have now added this tool to iCarol.

Resource Complexity is a concept first suggested by several AIRS luminaries. By using approximations, it is used to calculate how complex your resource database is and how many hours per year it would take to manage them using the AIRS standards. For each Agency record, it gets 1 point for every Site record and 2 points for every Program record belonging to it. The Agencies are then grouped by their point score into the following categories:

Simple: 0-10 points
Moderate: 11-20 points
Difficult: 21-40 points
Complex: 41 points and higher

Once grouped and counted, you then assume an average number of hours per year for a trained worker to manage those resources, as follows:

Simple: 1-5 hours (average of 2.5 hours)
Moderate: 5-10 hours (average of 7.5 hours)
Difficult: 10-20 hours (average of 15 hours)
Complex: 20-40 hours (average of 30 hours)

With the total number of hours calculated to manage your entire database, you can then estimate how many Full Time Equivalent employees you may need to manage your database. There are 2,080 hours in a standard work year (40 hours per week for 52 weeks) but the hours available to an employee are usually less than that to account for vacation, sick days, training, meetings and other administrative work that will reduce their hours available to do resource database management.

Resource Complexity

To use this tool, simply navigate to Statistics and click on the Resources tab. The values for the assumptions of Resource Database Complexity described earlier obviously greatly affect the calculations. They have been in use by a major US 211 center since 2009, who claim they very accurately predict workload. Your own results may vary. If you would like this tool to allow you to modify these assumptions, you can contact our Support team using the Case Management tool found in the Help section of your iCarol system.

A large chunk of time spent managing records according to AIRS standards involves keeping those resources up-to-date. When records are regularly checked for accuracy and updated, you know your clients are receiving helpful, good information. This reduces the frustration and feelings of being overwhelmed experienced by those who may already be in crisis or an otherwise difficult situation. Even a database full of records rated as “simple” will take thousands of work hours to manage.

If you check your database’s complexity and feel overwhelmed at the number of hours it may take to keep your database in check, then it’s time to consider iCarol’s Automated Verification tool. With this upgrade you can seek out the resource records that need to be verified using the same search tools as you would to give referrals, with the additional tool of date parameters showing when the records were last verified. Next, automatically send an authorized worker of that agency or program an email asking them to review the information you have on file and make suggestions or updates. They’ll be given a peek at the information as it exists in your live database so they can make those suggestions. Finally, your Resource Manager can review this information and choose to accept what’s been submitted or make some of their own tweaks first, and then apply the update to the resource record. What might have taken weeks of phone tag to accomplish has been squashed down to a fraction of the time. To find out more about Automated Verification and how it can assist you with keeping your resources updated, sign in to your iCarol system and check out the video.

We hope you enjoy this new ability to view the complexity of the resources in your iCarol database and that it helps you analyze your staffing needs pertaining to keeping your Resource Database accurate and up-to-date.

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AIRS Conference Recap

Recently Vinh and I attended the Alliance of Information and Referral Systems annual conference in Atlanta, GA. As always it was a great crowd and we had fun seeing so many friendly faces, catching up with our friends, clients, and colleagues, and hearing about what everyone’s been up to. Here we are at our booth, waiting to tell everyone in the exhibitor’s hall all about iCarol Helpline Software.


A true highlight was the reception on Monday night, held at the Georgia Aquarium, an amazing and beautiful place. If you visit the Atlanta area it’s a great attraction to check out.

aquarium (2)

On Tuesday night we had a great time with some folks at the Atlanta Braves game, though unfortunately the home team lost against the Mariners 5-7.


And of course, there were lots of great presentations and exhibits to check out at the conference. We enjoyed 211 Ontario’s presentation on Service Delivery from the Community up. With 7 call centers, 36 data providers, and 500,000 calls per year, it’s quite an impressive group that we’re proud to be associated with.

There’s a lot of discussion about “Open Data” with various initiatives underway, and iCarol is involved in all the discussions and brainstorming on that topic. We’ll have more to share about this topic and our involvement in the coming weeks.

California 211 presented information on the Kinship Navigator project which utilizes the iCarol API. In short, people search the Kinship Navigator system on the iFoster server, which is totally separate from and unrelated to iCarol. When a user searches the iFoster server on that website, it realizes there’s information in the participating iCarol systems that may fit that person’s search, and so with the details and nuances existing via the iCarol API, iFoster servers reach out via iCarol API to the four different participating iCarol systems and collects appropriate and authorized resources, then sends them back to the iFoster system for the person searching that website. This all happens seamlessly and in a matter of seconds. To hear a little more about this you can check out our recent webinar on iCarol’s Resource Tools (skip to the 36:10 minute mark if you want to hear specifically about this project). The technical ins and outs of understanding how an API works can be daunting, and so there were lots of questions. One audience member posed the analogy, “So is an API sort of like when a cashier at the front desk hollers back to the store room to bring them a can of beans, and the stock boy brings it to the cashier who then sells it to the customer?” And yes, that’s a great analogy!

The Orange County 211 presentation on their public website revisions was fantastic. With just a few small tweaks in how they use iCarol’s Public Resource Directory, including the addition of Folksonomy, they increased their website traffic by 108% in two months, with no changes in their marketing at all.

And finally a workshop on Resource Database Assembly: The Next Generation, presented a very interesting notion on Resource Complexity. It was so inspiring that it’s going to result in a new feature to iCarol, more details on that soon!

AIRS put on a really great conference this year, and in case you’re interested they’re making a collection of photos from the conference publicly available here. Thanks to everyone who stopped by our booth to say hi, and of course to the new friends we made if you want to learn more about iCarol we’d love to hear from you. Give us a call, or join an upcoming webinar to learn more about us and our features.

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