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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.

National Association of Crisis Center Directors Partners with National Suicide Prevention Lifeline

The National Association of Crisis Center Directors (NASCOD) recently announced an exciting collaboration with the National Suicide Prevention Lifeline. These two leading authorities in the helpline industry will collaborate on the delivery of monthly Webinars and Peer Support calls. The collaboration allows both agencies to highlight their strengths, share vital information across a larger network of crisis agencies and maximize training opportunities with ease and convenience for the busy helpline and suicide prevention professional.

This collaboration presents two major benefits to participants:

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  • NASCOD Members will be invited to the Lifeline Evaluation Webinar Series which will focus on research supporting crisis and suicide intervention best practices

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  • NASCOD will coordinate and present a series of peer support calls that will be shared with the Suicide Lifeline Network


  • If you’re not yet a member of NASCOD we highly recommend you consider becoming a member. NASCOD provides great resources to professionals at crisis lines, helplines, and suicide prevention lines. Regularly held Peer Support Calls allow crisis center directors to engage with one another and benefit from the experience of other directors on a number of pertinent topics. NASCOD also holds an annual conference that helps directors hone in on management and leadership skills, network with other helpline professionals, and learn more about specific topics, issues, and challenges in the helpline industry. Many NASCOD members use iCarol helpline management software and so this is one more area in which members can share knowledge and information with one another, for example how they are using iCarol features such as texting/SMS, chat, statistics, and resources to their advantage.

    With the announcement of this partnership with the National Suicide Prevention Lifeline it’s an excellent time to become a NASCOD member and take advantage of this opportunity to participate in the exchange of ideas and experiences between these two important leaders in the crisis helpline industry.

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    iCarol announces new Text and SMS Capabilities

    Recently we announced the availability of several exciting new capabilities related to Texting/SMS in your iCarol system:

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    • Send a text message (SMS) to your callers from a follow-up task attached to a call report. Best practices from suicide prevention professionals show that proactive follow-ups can reduce risks to suicidal callers.

    • Send ad hoc text messages to your staff and volunteers, and allow them to receive automated iCarol notifications like shift reminders by text message. As many people now check email less frequently, this is an important new channel for them to use.

    • See the total text message usage for your iCarol system. If you have any feature enabled that can generate Text/ SMS messages, you can now go to the Statistics -> Messaging page to see how many are being sent and received.

    • If you also have iCarol Messaging (SMS), then when people respond to these outbound text messages, their responses will come into your Messaging queue. If not, they will receive an auto-responder indicating responses are not monitored.

    To turn on these features and learn more about using Text Messaging/SMS at your helpline, go to the Admin Tools page and click on the new Messaging tab. Please note that Text Messaging / SMS traffic can result in additional charges from iCarol as well as for the recipient from their mobile phone service provider. If you have any questions, feel free to contact the iCarol Support Team by logging a case.

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    iCarol celebrates 211 Day

    It’s February 11th and today we celebrate 211 Day. 211 is an easy to remember three digit number, but unlike 411 or 911, the focus of 211 is to provide callers with information and referral to health and human services in their communities. Best of all it’s free* and confidential. Boasting an impressive reach, 211 is available to nearly 91% of Americans and 56% of Canadians. In the US 211 has a presence in all 50 states, the District of Columbia, and Puerto Rico.

    211 is the number to dial when you need to know what local service might help you prevent an eviction, apply for food stamps, seek treatment for mental illness or addictions, or avoid a utility shut off due to an unpaid bill. Rather than spend hours of frustration calling around to various agencies, callers can make 211 their first call for assistance and speak to a trained Information and Referral Specialist that can spend time evaluating their needs, educating them about resources, and then connect them with the appropriate services.

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    211 is also an essential service in times of disaster. In recent years during hurricanes, blizzards, flooding, earthquakes, and other natural disasters, 211 is widely known as a number to call for information and referral. Even in the more routine, yet still disruptive, events such as extreme cold or heat, 211 is available to refer callers to heating or cooling centers. Winter can be especially hard for people with financial hardships as utility cut offs can pose a real danger. In times like these 211 helps direct callers to local services that assist with utility bills, sign up for energy assistance, or prevent a shut off.

    iCarol is delighted and honored to work with so many 211 providers across the US and Canada. These organizations provide a vital service to their communities and connect millions of people to essential services each year.

    iCarol Promotes Teen Dating Violence Month

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    There are a lot of conversations that parents dread having with their kids, but conversations about sex are notoriously difficult. And while conversations about healthy relationships should go hand in hand with “the talk,” that’s a step that many parents miss. In fact, three out of four parents haven’t talked to their kids about domestic violence, and 81% of parents believe that teen dating violence isn’t an issue, or they admit they don’t know if it’s an issue.

    But it is a very important issue. One in three teens will experience some form of abuse from someone they date, including physical, sexual or verbal abuse. About one in five women and almost one in seven men who experience rape, physical violence, and/or stalking by an intimate partner first experience some sort of partner violence as a teen or adolescent. As future generations grow up and start dating, it’s important that they have the proper education and understanding as they enter into relationships – and know how to identify and avoid ones that are unhealthy or dangerous.

    February is Teen Dating Violence month, and February 4th is ‘It’s Time to Talk’ Day, a day when we encourage parents, advocates, mentors, and other adults to talk to their teens about dating violence. Helplines are trusted sources of information for kids and teens, and so we encourage you to check out these resources and share them as needed.

    It’s Time to Talk Day Conversation Guide and Talk-a-thon Guide

    Dating Violence Warning Signs

    Dating Violence 101

    Do you have more resources to add? Share them with everyone by leaving a comment below!

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