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Dana

Dana joined the iCarol team in 2013 after 12 years of direct service and administrative duties at a blended 2-1-1/crisis intervention/suicide prevention center. As the Communications and Social Media Manager at iCarol, you'll find her presenting Webinars, Tweeting, Blogging, Facebooking, and producing other materials that aid helplines in their work.

iCarol Career Opportunity – Client Support Implementation Specialist (CSIS)

join out team written with colorful letters and lollipops

Client Support Implementation Specialist (CSIS) – Remote

Are you a current or former user of iCarol Software with a belief in and passion for the missions of non-profit helplines and contact centers? Would you enjoy guiding new iCarol users through their onboarding process as they prepare to use iCarol at their not-for-profit helpline? Do you enjoy troubleshooting problems to find solutions, and guiding people to answers that will help them? If you answered “yes” to these questions, you could be the next member of the iCarol Support Team!

We are currently accepting applications for the position of Client Support and Implementation Specialist

The Client Support and Implementation Specialist 1 (CSIS1) is responsible for implementing new name and back to base sales, answering complex questions, contributing to a knowledge base, and advocating for the needs of the client. The CSIS is accountable for ensuring continuity of computer system services by providing the technical expertise, the assistance and project coordination necessary to maintain computer software products, and resolve technical problems.

What your impact will be:

  • Configure new systems and features and train clients how to use iCarol to best meet their organizations’ needs
  • Monitors and answers incoming support chats and tickets, working directly with customers to help solve problems
  • Resolves issues or escalates issues to CSIS2 when more expertise is needed
  • Assists with release management by testing bug fixes and software enhancements, and other upgrade rollout tasks as required
  • Stay abreast on the latest developments in software through self-learning/training
  • Uses discretion to effect timely solution of problems to ensure customer satisfaction, eliminate downtime and prevent cost overruns
  • Maintains client relationships
  • Aids in creating and providing support documentation
  • Identifies solutions for customers related to potential up sales, escalating to the Sales Team when needed
  • Exercises sound professional judgment in analysis of problems to: (1) attempt hardware/software solution by screenshare, or (2) decide proper level of maintenance required to solve problem
  • Other duties as assigned

What we are looking for:

  • Honesty, patience, and motivation are core values of the iCarol team
  • A passionate belief in the mission of help lines and respect for their callers
  • A high degree of responsiveness to client requests and issues
  • Strong proficiency and comfort using computers and the web
  • General to intermediate knowledge of computers, internet browsers (Internet Explorer, Google Chrome, Mozilla Firefox, etc.) and Microsoft Office products (Word, Excel, PowerPoint)
  • Project management skills will be a plus
  • Due to the nature of the work our clients do (ie. you will have access to client ePHI), our policies require you to sign a confidentiality agreement and pass a basic criminal background check in addition to annual HIPAA security training.

What will make you standout?

  • At least 2 years of experience working at a help line, preferably both on the phones and in an administrative role
  • At least 2 years of experience as an iCarol Admin
  • Bachelor’s degree preferred

Learn More and Apply

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Utah CALL-UP Uses iCarol Public Web Forms to Connect Physicians with Psychiatric Consultation

Even with increased awareness and understanding about mental health and mental illness, mental health care, particularly psychiatric care, can still be difficult to access. This often leaves Primary Care Physicians (PCPs), nurses, and other healthcare workers on the frontlines of mental health care in the United States.

However, in Utah PCPs can access specialized psychiatric consultations through the Consultation Access Link Line to Utah Psychiatry (CALL-UP) Program. This legislative funded program is designed to address the limited number of psychiatric services in Utah and improve access to them, and serves patients at no cost to providers or patients in the state of Utah.

iCarol is proud to play a role in the service delivery of CALL-UP, through CALL-UP’s use of iCarol for psychiatrist on-call shift sign up, CALL-UP program documentation to maintain state funding, and through iCarol’s Public Web Forms.

Here’s how iCarol fits into the service delivery workflow of the CALL-UP program in Utah:

  1. The on-call service for psychiatry consultation is available Monday through Friday from 12:00pm to 4:30 pm. Participating psychiatrists are invited by the CALL-UP program administrators to sign into the iCarol system to sign up for shifts where they will be on-call for consultations.
  2. Primary Care Physicians (PCPs) are instructed to contact the CALL-UP program to request a consultation. If the PCP calls in, CALL-UP staff collect basic demographic, needs, and other important data from the PCP in order to comply with state funding requirements, which is input by the phone specialist into iCarol, using an iCarol Contact Form. Then, they can forward the call to the on-call psychiatrist for the consultation to occur.
  3. PCPs can also request a consultation online, using an iCarol Public Web Form. The form has a built-in screening element that first ensures the requestor is a physician, as this is a requirement for program access. If they are not a physician, a prompt instructs them to please contact their doctor.
  4. If the requestor is a PCP then they continue to use the form to provide the information needed to obtain a consultation, including the demographic and other information required to maintain state funding.
  5. Once the Public Web Form is received by CALL-UP staff, they have the information they need to contact the PCP requesting consultation, and connect them with the on-call psychiatrist. Because the iCarol Web Form is simply a publicly available iCarol Contact Form, they already have the data they need, automatically submitted to iCarol with the form, to meet their reporting requirements.

For more information about Utah’s CALL-UP Program, visit https://uofuhealth.org/call-up.

Want to learn more about Public Web Forms and talk through how they might be used for your program or partnership?

Email Us   Schedule a Meeting

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USA Today: Child care providers grapple with a worker shortage

childcare professional seated at a table playing with children

According to a recently published report in USA Today, the child care industry in the United States has been one of the industries hit hardest by worker shortages. The closing of most day care centers early in the pandemic resulted in over 373,000 employees laid off or furloughed. According to the U.S. Labor Department, the industry has only recovered 70% of its pre-pandemic workforce.

The childcare staff shortage has caused childcare centers to be stretched thin, forced to reduce capacity and often increasing costs for parents and caregivers. Childcare workers bear a heavy workload due to the shortage, and parents unable to find affordable and reliable childcare must often leave the workforce themselves.

Click here to read the full report.

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Postpartum Support International seeks Data Manager/Quality Improvement Specialist

Postpartum Support International (PSI) is searching for a qualified candidate to join their team in the role of Data Manager/Quality Improvement Specialist.

PSI is looking for someone to manage the Case Management Software and HelpLine reporting. This is a work-from-home position and is fully remote. You are the sole Data Manager/Quality Improvement Specialist in the organization, providing database and quality improvement management, and communicating with non-technical staff and board in our non-profit organization.

Resourcefulness is a necessary skill in this role. You should be able to diagnose and resolve problems quickly. You should also have the ability to communicate with a variety of interdisciplinary teams and users, and the ability to show patience along with a clear understanding of technical issues while explaining in clear terms to non-technical staff. Candidates must be comfortable in an environment that priorities diversity, equity, and inclusion, and in an organization that works to address systemic inequities.

Your goal will be to ensure that our technology and network infrastructure runs smoothly and efficiently, and to coordinate with a variety of internal stakeholders regarding the specifics of their web pages, database information, and related technical systems.

The Data Manager/Quality Improvement Specialist reports to the Hotline Project Director and works collaboratively with other staff, board members, and Case Management System vendor to implement strategic solutions.

Primary responsibilities include:

  • Manage and optimize Case Management Software application, status, and improvements for HelpLine/Hotline Operation
  • Devise and establish database management and quality improvement systems to support the implementation of organizational strategies
  • Oversee database management and quality improvement, monitor key performance indicators, and evaluate them according to established goals
  • Research and implement technical improvements and solutions to database system and communication integration
  • Monitor performance and maintain systems according to requirements
  • Make recommendations to improve key performance indicators
  • Troubleshoot issues and outages, work with team to respond to surges or natural disasters
  • Develop expertise to assist in staff and volunteer training in case management system
  • Assist in the development of internal documentation of database case management systems
  • Resolve technical issues, detect patterns of occurrences and coordinate with staff regarding handling resolutions to persistent problems
  • Manage data collection, surveys and reports, including monthly and ad-hoc reports, as needed
  • Contributes to the interpretation of data analysis and reports. Presents findings in easy-to-understand terms.
  • Use on demand and ad hoc queries and reports to review, monitor, and report on evaluation outcomes

In order to qualify for the role, the ideal candidate will possess the following experience:

  • Database management: 2 years (Required)
  • Quality management: 2 years (Required)
  • QA/QC: 2 years (Required)
  • English (Required)
  • US work authorization (Required)
  • Bachelor’s (Preferred)
  • Microsoft Excel: 5 years (Preferred)
  • Survey design: 1 year (Preferred)
  • Network monitoring: 1 year (Preferred)
  • One to three years of related experience is required
  • Experience working with data management systems and reports. Experience with iCarol CMS preferred.
  • Experience with data collection, entry, quality assurance, visualization, and reporting
  • Experience with survey and assessment design
  • High level of computer proficiency
  • Degree in social science, statistics, or a related field

This remote work position pays a salary of $70,000 USD per year and benefits include: Health and Vision Insurance and Health Savings Account; Tuition Reimbursement; Employee Discount; Retirement; Paid Leave, and more.

This blog contains highlights and excerpts from the job posting. Click the button below to learn more and apply for this position.

Learn More and Apply

iCarol is posting this career opportunity on behalf of Postpartum Support International. Postpartum Support International is an equal opportunity employer. Postpartum Support International will not discriminate and will take measures to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran’s status, sexual orientation, gender identity or gender expression. www.postpartum.net

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October 3-9 is Mental Illness Awareness Week

Each year during the first full week of October, mental health organizations draw attention to mental health conditions through Mental Illness Awareness Week.

Mental illnesses are medical conditions that effect millions of people, however they are still misunderstood and stigmatized, and those living with these conditions still face prejudice that those with other medical conditions don’t experience.

The aim of Mental Illness Awareness Week is to provide public education highlighting the fact that these illnesses are medical conditions and should be treated as such.

For more information on Mental Illness Awareness Week, and to participate with promoting the efforts around public information on mental illness, visit these resources:

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Idaho Suicide Prevention Hotline featured in local media for Suicide Prevention Month

logo for the idaho suicide prevention hotline

In the nearly nine years since first launching, the Idaho Suicide Prevention Hotline has responded to more than 78,000 calls, texts and chats.

Today the Idaho Suicide Prevention Hotline was featured in a special report by KTVB 7 news in Boise, which highlighted their services and impact on the community.

Idaho Suicide Prevention Hotline Director Lee Flinn shared that, “Idaho’s suicide rate right now is 46% higher than the national rate. So it’s quite high…We really are here for anyone who is in crisis, whether it’s a suicidal crisis or a different kind of crisis, and we want people to know that we’re always here and we’re always ready to listen.”

The volume of incoming requests for help is increasing, with August bringing in the most contacts to date. And while helping a record number of people is keeping their 80 volunteers and staff busier than ever, Lee Flinn feels it’s a good sign, saying, “it means that people are reaching out for help, and we want people to reach out for help.”

To watch the video and read the full story, visit the KTVB website.

When your organization is featured in the media, be sure to let me know so I can share it on our blog!

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Reuters: Fate of national daycare in the hands of Canadian voters

three children in a childcare setting seated at a table

When the Coronavirus pandemic forced daycares and schools to close, many Canadians, especially women, had to reduce their work hours or leave their jobs entirely. According to Statistics Canada, more than 48% of Canadian parents struggle to find affordable childcare, leading to 27% delaying their return to work and 41% adjusting their work schedules to accommodate caregiving.

An Angus Reid poll found that more than 70% of Canadians favour a national childcare program. The upcoming election will give Canadians their say on which plan they prefer, with the Liberal Party advocating for government subsidization that results in C$10/day childcare costs for families. The Conservatives prefer offering up to C$6,000 per year to parents to help them pay for childcare costs.

Click here to read the full article.

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Mental Health America releases 2021 Back to School Toolkit

high school students wearing masks

Returning to school and beginning a new academic year can cause feelings of anxiety and uncertainty in any circumstances, but the impact of COVID-19 makes the event extra stressful on students, parents, and educators alike.

Each year, Mental Health America releases a back to school toolkit aimed at helping people start the new school year right with healthy habits and an awareness of stress and mental health. MHA focuses on the need to prioritize mental health and emotional well-being so that all students can thrive both in and out of the school setting.

The 2021 Toolkit is titled Facing Fears, Supporting Students and contains hands-on materials such as:

  • Fact sheets for parents and teachers
  • Fact sheets for children and teens
  • Key messages and statistics
  • Sample articles and social media posts
  • Worksheets
  • and more!

The 2021 Mental Health America Back to School Toolkit is available now on the Mental Health America website.

Download the Toolkit

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iCarol virtually exhibiting at National Association of Area Agencies on Aging (n4a) Conference

n4a conference

iCarol is very proud and excited to be an exhibitor at the National Association of Area Agencies on Aging (n4a) virtual conference and tradeshow July 19-22.

This will be iCarol’s third year in attendance at n4a, and second year exhibiting virtually. We are excited to once again celebrate the work of Area Agencies on Aging and Aging and Disability Resource Centers (ADRCs) and continue to be amazed at how these organizations have responded and provided continuity of services amidst the Coronavirus pandemic. Older adults and those with health conditions are particularly vulnerable to the effects of COVID-19, but maintaining social connections and other services under social distance has been critical to these individuals. These organizations have stepped up in amazing ways to provide consistency and reassurance.

At our virtual n4a booth we’ll have information to share about how iCarol empowers ADRCs, AAAs, and Senior Information Lines, and other services for older adults, individuals with disabilities, and their caregivers to:

  • Provide social connection and ease loneliness through Telephone Reassurance Programs
  • Collaborate with Community-Based Organizations to address Social Determinants of Health
  • Participate in Health/Community Information Exchanges and No Wrong Door initiatives
  • Provide comprehensive I&R, Closed-Loop referral and collect outcome data
  • Document information included on reimbursement requests
  • Meet people on preferred communication channels
  • Integrate with other software and systems

If you’re attending the conference, be sure to visit the iCarol virtual booth to learn more, download the resources we have available, and contact us with your questions!

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Reuters: Millions receive first child tax credit payments

mom places mask on small child

From Reuters: 39 million U.S. households will be issued monthly federal checks started Thursday as part of a massive expansion of the child tax credit. The Center on Poverty and Social Policy at Columbia University estimates that the expansion can lift 5 million children out of poverty and reduce the U.S. child poverty rate by up to 45%.

The approach is notable both for its wide reach – the checks issued this week will reach nearly 90% of U.S. children, according to Internal Revenue Service estimates – and for distributing half the money monthly instead of in one lump at tax time.

The program, which is not limited to low-income families, is being likened to a universal basic income for children. Single parents earning up to $75,000 and couples making up to $150,000 can receive the full credit.

Under changes made by the American Rescue Plan passed in March, families will receive up to $3,600 for every child under age 6 and $3,000 for those ages 6 to 17, up from $2,000 per child. A minimum income requirement was removed and the credit was made fully refundable, making it more accessible to parents who don’t work and those with low tax bills.

Click here to read the full article.

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