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.
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.
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:
- 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
- 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 the 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.
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.
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.
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!
One of the great things about Messaging with iCarol is the inclusion of notifications to tell you when a help seeker is waiting to have a chat or texting session with you. Historically these notifications arrive on your computer screen where you’re signed in to iCarol, and you can then promptly assume that new conversation. This ensures that visitors are promptly attended to, helpling them feel heard and cared for.
The drawback to this is, your volunteers and staff can’t always be at their workstation for the entire duration of their shift. They may have work that takes them to places other than the call center, whether that’s down the hallway or across town. Perhaps, like many agencies, your overnight shifts are sleep shifts with staff permitted to sleep or at least doze, either in the office or at their homes, with the understanding that they need to be awake and alert at a moment’s notice. In these and other scenarios, receiving those notifications only at your workstation computer presents a challenge.
But now there’s an additional option available: your chat specialists can receive text message alerts to their mobile phone when a new conversation arrives.
In a system update scheduled to occur today, our Messaging users will be able to set up these notifications to be sent to their volunteers and staff via text message. And to add an additional layer of protection, supervisors or on-call staff can receive escalations if the incoming conversations aren’t assumed promptly. This feature will be available to all Messaging users who host and control their Messaging service, at no additional subscription cost, though it’s important to note that each sent alert will count towards the bundle of texts purchased for that month.
Admin users will need to turn on these mobile alerts and set it up to your specifications. At first this functionality will only be available to our North American clients, but rest assured we are working diligently to bring these same tools to our clients elsewhere in the world as soon as possible. We can also offer this enhancement just to users who host and control their Messaging services, i.e. at this time messaging services which are part of bigger collaboratives that you participate in or share coverage of, where you do not control the messaging settings, are not eligible for the mobile alerts feature. We know how useful and helpful these alerts are, and so we’re working hard to expand the coverage of this tool for an even wider range of iCarol users.
Click the +/- to Expand/Collapse set up instructions and screenshots + -
Our hope is that this additional option for notifying your volunteers of newly arriving conversations will help you provide a high quality, prompt response to your community. We realize that when adding new channels to your service, you’re often asking volunteers to multi-task and provide both your traditional and alternative services simultaneously. Rest assured that in spite of this multi-tasking and wherever their shift duties may take them, these alerts will assist in consistent, complete service delivery.
We also hope these new notifications will help with staffing and service hour decisions. Overnight staff can be better notified of these conversations even if they are not at their workstation, in the event your agency allows sleeping shifts overnight. Additionally, if you are unsure of the best hours in which to provide your new chat or text service, and you want to keep your service open 24/7 for a time to gauge peak service times, these alerts will better help you maintain that ’round the clock coverage, especially if staff are to go about their normal business or even be at their homes for part or all of that period. These mobile alerts will allow new services to keep the service open for extended hours, without needing a person to be tethered to their workstation for that entire period.
If you have any additional questions about this feature, we invite you to reach out to our Support Team.
With our latest release we’ve improved the flow of your Messaging (Live Chat and SMS/Texting) settings page, while also exposing new settings to our users. We think you’ll enjoy the ease of navigation and access to some settings and tools previously only available to the iCarol team.
These settings are still found in the same location, by first clicking on ‘Messaging’ in the main iCarol menu. Next, you’ll click on “Instant Messaging and SMS Settings’ in the upper right of that screen. Previously these were two separate links that would take you to two separate settings pages. Now this is a single link taking you to a single page where you can navigate through both Live Chat and SMS Settings.
Once you arrive on the settings page, you’ll find a tabbed layout to access various settings. Before changing any settings, you’ll first need to select the Portal to which your selections should apply. Your organization may only have a single Live Chat or SMS service with iCarol, but if you’ve added on additional services then you will find these portals listed in the drop down menu.
On the ‘General Settings’ tab, shown above, you can decide what terminology is used to reference your Chat Specialist within the chat conversation, and also decide what security levels can monitor chats, see all active conversations, and who can disable Messaging or a particular portal.
The final set of settings in the top section of the page allow you to:
- Decide whether or not visitors can chat anonymously
- Choose whether or not to enforce geographic restriction so that only visitors in certain locations can chat with you
- Prevent visitors from typing until the counselor joins
- Hide a visitor’s IP address
- Disable geographic fields
- Disable the ability for users to create logins for repeated use
The lower part of the ‘IM Settings’ tab includes a feature where you can upload custom Online or Offline images to replace the default images offered by iCarol. This means your organization can design your own Online/Offline images that fit with your branding or make use of your logo or other images easily identifiable with your agency. Lastly, decide which fields should be available and/or required at registration, and also set specific coverage areas to be allowed access to the chat, should you choose to enforce geographic restriction.
On the ‘SMS Settings’ tab you’ll find mostly familiar settings that were accessible under the previous layout. Here you can determine all the auto responses for the selected Portal, including the important responses that will describe the Opt-in and Opt-out procedures to your visitor. Here you’ll also enter any mobile numbers you plan to use to test your SMS service, and finally you’ll find new settings to enable geographic restriction and hide a visitor’s full mobile phone number. On this page you can also enter coverage areas should you choose to enforce geographic restriction.
Finally on the last tab, Standard Messages, you will set all the pre-written greetings that should be available for use by your Chat Specialists. These standard messages can be set by Portal, and for Live Chat, SMS, or both. Once entered these messages can also be edited or deleted as needed.
We hope you’ll find this new layout even more user friendly and easy to navigate than before. Additionally, access to new tools and settings offer even more control over how your Messaging service works and grants immediate access to make important changes that once had to be submitted to our Support Team. We believe this expanded access will further strengthen your service as you offer these new and important communication channels to your community.
Should you have questions or need assistance understanding or using these settings, don’t hesitate to contact our Support Team for assistance.
Another texting success story, this time featuring our friends at Samaritans, was covered in a prominent US news publication.
In April, The Boston Globe highlighted the success of Samaritans’ texting program, which you can read here. According to the report, the organization received more than 300 text messages in February, which was nearly triple the number received in January. They expect to receive upwards of 1,000 text messages per month by this summer as word of the program spreads.
Samartians opted to text-enable their helpline number for the purposes of this program, which is part of its success. Another clear contributor to the volume they’re experiencing is their latest advertising partnership with MBTA in Boston which began in January. The T, as it’s known in Boston, began showing messages on LED notification boards with information such as, “Lonely? Desperate? We can help 24/7″ featuring Samaritans’ number. This and other messages appear periodically between 7am and 9pm on weekdays, and 9am until 9pm on weekends.
While Samaritans and MBTA had an advertising partnership prior to this one, it was MBTA that approached Samaritans last year about expanding the messaging to reach an even larger audience. You can read more about this advertising program in The Boston Globe article.
From all of us at iCarol, we’d like to congratulate Samaritans on the success they’ve had so far, and we wish them all the best with this life-saving program moving forward.
To learn more about texting with iCarol, join one of our Service Alternatives: Live Chat and Texting webinars. If you’d like to learn more about text-enabling your helpline number check out our blog article, and reach out to our support team to get started.
In honor of Sexual Assault Awareness and Prevention Month, we’d like to share a recent story featured on Cleveland’s local CBS affiliate, highlighting the fantastic work of the Cleveland Rape Crisis Center, including their new chat and text program with iCarol. We were honored to welcome this organization into the iCarol family a few months ago and are so proud of the positive impact they are having, the dedication of their volunteers and staff, not to mention the strength and bravery of the survivors who they are helping.
CRCC promotes a vision of a community free from sexual violence. Their programs lend support and resources to survivors of rape and sexual abuse, helping them throughout their healing process, while also promoting prevention and social change necessary to abolish sexual violence. You can find out more about their many wonderful programs and services on their website.
As CRCC’s website discusses, it wasn’t all that long ago that most survivors kept silent due to the shame and also lack of societal understanding around rape and sexual abuse. In some ways things have improved for survivors in that there are now more resources available and more understanding people ready to hear and accept stories of sexual violence without judgment or blame placed on the survivor.
Still, survivors experience a myriad of emotions resulting from the trauma of sexual violence, and it can be extremely difficult to discuss. It’s estimated that even today, more than 2/3 of sexual assaults are never reported. The vast majority of sexual assaults also occur between two parties who know one another, and not between strangers. This further complicates an already painful experience, especially if the rapist was someone the survivor liked or trusted.
CRCC is a force behind breaking the silence by offering channels that meet the survivor where they are via outlets that can feel safer than discussing it over the phone. Like so many of our helpline clients have experienced, these silent forms of emotional support available through live chat and texting provide an anonymity that helps people feel less exposed and vulnerable, and can become a first step to recovery.
In the short time since their chat and text program launched, CRCC has been busy with traffic from their local community, while also receiving some messages from as far away as California and Nevada. Their experience of immediately receiving a healthy volume of texts stems from a great marketing plan, but also the fact that they text-enabled their existing helpline number – a number that had been known to their community for more than 40 years. We’ve often heard from our text-enabling users that texts will begin to flow in before much advertising or marketing is even done. We believe that this is because the pervasiveness of texting in our culture leads many people to assume these helpline numbers accept both chats and texts, and thus you could already be receiving texts to your helpline that you’re not even aware of.
We hope you’ll join us in congratulating the Cleveland Rape Crisis Center on this latest success and wish them well as they serve survivors of sexual violence. Check out the news story below!
Apple’s QuickTime program enjoyed a long run as one of the most popular plugins used for audio playback. It was recently announced, and confirmed by Apple, that they will no longer support the program for Windows users, due to security vulnerabilities.
Our Messaging users may recognize QuickTime as it relates to the sound effects associated with new incoming chats and arriving messages. Earlier this month, iCarol replaced audio playback with HTML5 Audio Elements. Now, no plugin, including QuickTime, is required to hear the sounds associated with iCarol Messaging *, making our Messaging services even easier to use and implement.
We understand that many reputable sources are strongly urging consumers to uninstall QuickTime due to the security vulnerabilities. We suggest consulting with your IT professionals at your center for guidance and assistance with that process should you choose to take action. We’re committed to providing the safest, most secure systems for our users, so you can rest assured that when you uninstall QuickTime you’ll experience no loss of usability or other negative impact to your iCarol Messaging program.
If you have any questions about this, please don’t hesitate to contact our support team.
Speaking of sounds, we are also considering updating the sounds that iCarol plays when new conversations and messages are received. We would love your feedback and ideas so watch our blog for that discussion coming soon!
* Internet Explorer 9 and above requires a Windows Media Pack to play the files we are using for chimes as native HTML5 Audio.
Last week I had the privilege of attending the United Way CEO 2-1-1 summit hosted in Denver, Colorado. It’s important to us that iCarol continue to be involved and at the forefront of developing initiatives and thoughts in this industry, hence our attendance at this summit and the Alliance of Information and Referral Systems conference next month, including our own all-day training just before AIRS which we hope you’ve heard about by now. We’d love to see you at that event, or at our usual User-group open session that we’ll hold at about 2:30pm on May 22nd. For information on all our activities at AIRS next month, check out our web site.
In Denver last week, Stacey Stewart, President of United Way, opened the CEO 2-1-1 summit with an emphatic speech about the importance of 2-1-1 to United Way. It seemed clear to me that United Way wishes to continue bolstering 2-1-1 as a national initiative and several thoughts were put forth to support those plans. My additional takeaways and interpretations about United Way’s position on 2-1-1 after listening to the speech include:
That the major focuses for 2-1-1 should be…
- Self-service options that are intelligent and accurate
- Providing predictive trending to community and national leaders and decision makers
- Meeting help-seekers where they are, notably on mobile devices
And that the 2-1-1 Brand promises access to:
A note on Outcomes: there is a growing chorus of support for 2-1-1 ensuring not just that a quality referral is made but that the person actually received the help they needed. This of course means added emphasis on follow-up, surveys, and the like.
In her opening remarks Ms. Stewart also left us with the thought that 2-1-1 should, “Be the barometer of human need in America.” We know this to already be true; 2-1-1′s have long been on the front lines of hearing directly from help-seekers about what is needed, and having first-hand knowledge of the gaps between needs and availability and accessibility of services to fulfill those needs. This is one of the reasons why reporting and other information about the Needs as tracked with the Taxonomy, as well as documentation on Unmet needs and why those needs go unsatisfied, have long been a part of iCarol software.
In her closing speech on Day Two, she clarified an earlier mention of a “National Platform” to make sure people did not think it equated to one specific software ‘platform’. Although software and technology will certainly be a component, by “Platform” they mean an encompassing suite of services and initiatives from UWW that will advance 2-1-1 at the national level. Examples included:
- Develop marketing materials like commercials, videos, websites, etc. to both provide as turnkey items for local 2-1-1’s as well as execute their own national campaigns
- Strategy setting
We’d be interested in hearing from those of you who also attended to get your thoughts on all of this, and any other takeaways you had from this summit. Leave us a comment below to keep the discussion going. As for us at iCarol, we’ll continue to stand strongly behind our 2-1-1 users, who make up about one-third of all 2-1-1’s in North America, as these initiatives by UWW move forward. We’ll be there to support you with all the latest tools and innovation and strong infrastructure that will help you meet and exceed these big ideas put forth by UWW.
Right now the information and referral industry is in the midst of transformation. In a time where there are varying challenges facing our communities, help-seekers need the expertise and hands-on guidance of information and referral specialists now more than ever. And, in an ever-evolving mobile and connected world, consumers are hanging up their phones in favor of the convenience of communication via texting, live chat, and simply finding the right resources on their own via the web. Meanwhile, stakeholders desire access to data about the needs of the clients served by helplines, the efficacy of the services, and the gaps between human needs and the availability of services to meet them. These changes, and the need to adapt to them in order to stay relevant, can understandably overwhelm members of the industry, from visionaries and leaders to helpline staff.
Coming from helpline backgrounds ourselves, we’ve always been passionate about creating tools that make helping people even easier. We want to share our insights with you, and that’s why this year we’re holding a special day long intensive training summit just before the AIRS conference in St. Louis. Whether you’re a long-term customer or are considering iCarol for use in your I&R center, please join us to focus on best practices using iCarol, led by our staff of Certified Resource Specialists. Focused on 2-1-1 Directors, Call Center Directors and Resource Managers, you’ll learn about:
- Strategies for getting the most out of the software
- Cases studies from our clients using iCarol for innovative solutions
- Serving clients by phone, web, chat and text in one integrated system
- Applying the AIRS Standards and using the taxonomy well
- Advanced training on existing iCarol features and a peek at features coming soon
This day long event will be conveniently located at the same hotel as the AIRS conference, and lunch will be provided.
Learn more and Register