988 centers use iCarol to:

• Engage people through calls*, chats, and SMS/Text conversations
• Invite inquiries on intakes online
• Document notes and collect data
• Assess clients to determine risk level and needed action
• Create and maintain a database of service providers
• Dispatch Crisis Intervention Teams to assist people on-site
• Coordinate entry with appropriate services like crisis stabilization or mobile crisis
• Follow-up to continue offering support
• Provide funders, stakeholders, and 988 administrators with valuable information on community needs, service gaps and other non personally identifiable data
• Meet reporting requirement to obtain and receive funding
• Manage and communicate effectively with staff and volunteers
• Organize staffing and shift coverage
• Partner with regional crisis systems, community-based organizations, network administrators, and others

*iCarol is not a telephony system, but has capabilities to integrate with telephony systems.

iCarol’s History with 988

iCarol was created in 2004 by crisis hotline volunteers. When the Lifeline (now known as 988) was created in 2005, many of iCarol’s customers joined that network and used iCarol to fulfill their activities associated with their Lifeline work. Today, iCarol serves all of Canada’s 988 service, and about half of the local crisis centers that participate in the United States 988 network.

iCarol Staff

Many members of the iCarol team, and 100% of the Support Team, have a history working at helplines, including 988 centers. We have a deep knowledge of what it’s like to work at these services, what those organizations need in order to do their work and best serve the people who reach them. We are passionate about helpline people and fostering healthy communities, and therefore we’re strong supporters of the 988 initiative!

What is the “Unified Platform?”

The administrators of 988 have developed a mechanism to collect consistent contact and other data from the centers that make up the 988 network. This is commonly referred to as a “unified platform.”

According to representatives from the Substance Abuse and Mental Health Services Administration (SAMHSA), which funds the 988 initiative, crisis centers can utilize whichever contact management software they wish so long as they are collecting and reporting required information to the 988 network administration. Administrators of 988 do require that participating crisis centers collect certain information and share it with them for the purpose of reporting consolidated data across the entire network.

Can iCarol work with the “Unified Platform?”

Yes. iCarol offers a multitude of ways for our customers to work with their partners — that includes providing our 988 centers with options on to easily supply 988 administrators with required data. We have worked with the 988 administrators on topics such as shared form design, data collection requirements, standardized assessments, and more. iCarol has the capability to implement these and other elements into the iCarol systems of 988 centers and work together with those individual centers and 988 administrators to decide the best way to seamlessly and securely get the information from the 988 center’s iCarol system into the 988 administrator’s unified platform.

We recognize that for the majority of 988 centers, 988 is just one service you provide among perhaps several other phone lines or other programs you administer to help address the mental and behavioral health needs of your community. iCarol empowers you to meet the needs and requirements of your 988 service, while at the same time helping you administer all of your local services and contracts.

Talk to us about what your requirements are, and we’ll be happy to help you move forward with using iCarol to help people reaching you through 988! If you are already using iCarol, please contact our Support Team for assistance. Not using iCarol yet? We would love to hear from you – schedule some time to talk with us about your needs.