Dana (She/Her/Hers) 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.
In spite of these statistics, there are inconsistent requirements and delivery mechanisms in school curriculums across the United States. Analysis by TODAY found that, “at least nine states require a mental health curriculum by law. At least 20 states and the District of Columbia include mental health in their health or education standards…More than a dozen states appear not to require mental health education or incorporate it into their standards.”
Education for students specifically about suicide and suicide prevention, including warning sign recognition and how to seek assistance for themselves or their friends, is even more scarce.
In the absence of consistent and nationwide coverage on these issues provided by schools, individuals and mental health advocacy groups are pushing for change through petitions and other forms of activism. One such petition by Joseph Marques of Taunton, MA who is a member of the American Association of Suicidology (AAS), makes note that COVID-19 is only further complicating and increasing the need for good mental health and suicide prevention education. You can read that petition here.
Further reading about mental health and suicide prevention in school can be found at these resources:
Each year, February 11th is celebrated as 2-1-1 day throughout North America.
2-1-1 is an easy-to-remember three digit number, but unlike 4-1-1 for directory assistance or 9-1-1 for life-threatening emergencies, the focus of 2-1-1 is to provide people with comprehensive information and referral to various human services in their communities.
Rather than spend hours of frustration going it alone calling around to various agencies or surfing the web, help-seekers can make 2-1-1 their first call for assistance and speak to a trained specialist that can spend time evaluating their needs, educating them about resources, and then connect them with the appropriate services. These 2-1-1 agencies widen their reach by making their services available via chat, texting, and integrating their well-curated database of resources into their website. They also build partnerships with other providers by sharing their resource information and making it available to collaborators in a multitude of ways. Of course, iCarol is delighted to help a large percentages of 2-1-1s across Canada and the United States tap into these tools and innovation to help their communities.
The specialists at 2-1-1 are considered some of the unsung heroes of the global Coronavirus pandemic. While they aren’t always highly visible first responders in their communities, they are certainly an integral part of the COVID-19 response. From very early on in the pandemic, 2-1-1 centers have served as community helplines for COVID-19 health information, and provided critical resource information to individuals and families suffering from the economic fallout caused by the Coronavirus. And now as communities are implementing their vaccine roll outs, once again 2-1-1s are often serving as part of that process as well.
iCarol is proud to be working with so many 211 providers whose organizations provide a vital service to their communities by connecting millions of people to essential services each year. If you work at a 2-1-1 and celebrated this day at your helpline, whether it’s just a small occasion or large outreach event, we want to hear from you! Send your stories and photos to me at firstname.lastname@example.org so we can feature them on our blog and share your experiences with our readers and recognize your organization.
211 Maryland is currently seeking a candidate to fill the position of Database Administrator.
About the Position:
The Database Administrator oversees the evolution, expansion and maintenance of a statewide resource database that includes health and human service resources available to Marylanders and ensures standards are met by the Alliance of Information and Referral Systems (AIRS). They provide guidance and direction to 211 Maryland Call Center Resource Specialists, volunteers and information and referral specialists on database enhancements, development, and maintenance activities. The Database Administrator leads the creation of new partnerships with other statewide organizations that maintain health and human services databases to reduce duplication in resources and identify new partnerships. They serve as the point of contact for all statewide database requests.
Essential Duties and Responsibilities includes, but are not limited to :
Database development oversight:
In tandem with the Operations Director, develops statewide policy/procedures, documents and implements procedures for researching, selecting, classifying, indexing, and updating resource information to assure the accuracy, consistency and integrity of the database. Ensures that Inclusion/Exclusion criteria are uniformly applied statewide; a standardized profile is used for every resource; resources are classified by the AIRS/211 LA County taxonomy; and the database is updated annually. Networks with resource managers across the nation to stay abreast of best practices and developments in technology that could enable increased efficiencies. Regularly solicits input from call center resource specialist on resource needs and recommended system changes in accordance with identified needs.
Identify best practices for database development and maintenance:
In tandem with Operations Director and call centers, develop best practice policy/procedures for database improvements, maintenance, and technological upgrades. Support statewide efforts to increase agency resources, continued maintenance, and system updates. Support call centers with identifying resources and best practices to maintain and enhance their local resources.
10% Reporting: Creates customized resource reports. Collects and disseminates data on community resources as needed to support 211 Maryland’s public policy/statewide impact.
10% Relationship Building and Community Outreach: Identifies statewide collaboration opportunities. Oversee efforts to create data sharing agreements and processes with local and
statewide organizations. Coordinates database activities among 211 pilots. Networks with community service providers to promote availability of online resource database and to coordinate efforts to update resource information.
Training: Identify best practice training opportunities. Coordinates database maintenance activities and trainings for call centers resource staff. Provides direction and guidance to resource specialists, information, and referral specialists, in researching, developing, and updating resources. Provides training as needed for call center staff on use of information and referral software for resource development and maintenance using the AIRS/211 LA County Taxonomy of Human Services.
Administrator must consistently demonstrate competency in:
Maintaining a statewide resource database in accordance with AIRS standards.
Supervise, guide, and instruct staff and volunteers with database development tasks.
Plan daily work schedule and prioritize tasks to meet 211 MD’s goals and objectives.
Perform tasks with minimal direct supervision.
Build and manage external relationships.
Leading or participate in team projects as required.
Employ problem solving techniques when appropriate.
Qualifications and Requirements:
Bachelor’s degree in Social Work, Human Services, Library Sciences, or related field with at least 2 years of experience in a human service organization. Knowledge of computer systems, database technology and data analysis techniques. Basic knowledge of human service delivery system. iCarol Resource Database administration experience preferred.
Ability to express ideas clearly to individuals and groups.
Agility to make independent decisions using good judgement.
Attention to detail.
Strong relationship building and other interpersonal skills.
Wednesday January 28th is a big day for Canadian mental health initiatives: It’s Bell Let’s Talk Day!
This annual event draws attention to the topic of mental health, particularly the stigma attached to mental illness that prevents many from seeking help. The idea is that if we all talk more openly about mental health and are open to conversations about it, it will lessen the shame attached to mental illness. Bell also champions access to care, workplace mental health, and research.
On Bell Let’s Talk Day, people are encouraged to take to social media and discuss the topics of mental health and mental illness. Certain social media activities, such as watching the official Bell Let’s Talk video, using their special profile photo frame in Facebook, or using their special Snapchat filter, will help raise funds for organizations that address Bell Let’s Talk’s initiatives. Bell donates 5¢ to mental health initiatives and programs across Canada (including many services that are part of the iCarol family!). Bell customers can also participate by texting or making calls. Find out more about how to take part.
Bell Let’s Talk has had a profound impact across Canada. Since the campaign began in 2011 there have been over 1 billion interactions around Bell Let’s Talk, with over $100 million donated to mental health initiatives. And 86% of Canadians say they are more aware of mental health issues since Bell Let’s Talk launched.
To learn more about Bell Let’s Talk, check out their website and toolkit that contains everything you need to participate. We hope you’ll follow us on Twitter and Facebook, to join us in raising funds and awareness so we can remove the stigma from the conversation about mental health!
If you want to witness one of the most challenging yet also most rewarding aspects of helpline work, look to the major holidays. Centers that operate 24/7/365 experience the challenge of staying open all the time and being there for help seekers even on major religious and civic holidays. It can be tough to staff these days, and hard for staff and volunteers to spend a special holiday away from friends and family, but ultimately knowing that you helped someone in their time of need makes the hard work and sacrifice worthwhile.
So what kinds of calls (or chats or texts!) do such services receive on these major holidays?
Hello from a familiar voice
At any given hotline it’s fairly common to have a population of people both in and outside their communities for whom the helpline is a part of this person’s support network. These folks rely on the helpline as a support system for a number of reasons; limited social and familial relationships, daily coping with mental illness or disabilities, loneliness, or someone simply had a very successful interaction that keeps them coming back for support. Regardless of the reason, helplines should take this caller loyalty as a compliment and endorsement. And you’ll likely hear from these same people on the holidays as well, either to check-in and talk like they normally would, or often with an added “Thank you for being there.”
More than a handful of times I can recall answering the phone on a major holiday and the person on the other end was baffled by the sound of another human voice. “Oh…hello? Are you a real person?” or “Oh wow, you guys are there today!” Often they were prepared to have to leave a message or were just testing the line. It was nice to hear someone pleasantly surprised that they could speak to another person on a day where so much was going on and so many other services are closed, and it usually made me feel like I was in the right place that day.
I need a meal/toy for my child/counselor/shelter/etc.
These calls can be a challenge because for many situations, the help seeker isn’t going to be able to get help that day. As mentioned above, many services are closed and it can be tough to give a person referrals but know that their situation may remain in limbo until the holiday has passed. Thankfully in my experience there were at least a handful of non-profits or religious institutions who were open and providing things like hot meals on many holidays, and even those who had last-minute toy giveaways for families with children who hadn’t signed up for such programs in advance. And, even when the referred service isn’t open, you’re able to at least provide empathy and hope which can make a world of difference.
Crises don’t take a day off
For many people, holidays are more stressful than they are delightful, and actually present a recipe for crisis. Tensions that were simmering below the surface can easily rise up when a person is under stress. And while for most people family gatherings are a happy occasion, for others these get-togethers can easily result in outbursts or even violence. Of course this can happen in a group setting or to someone who is alone. After all, a holiday is just another day, presenting all the same hardships as the day before. There is nothing special about a holiday that can create a foolproof barrier against a crisis or suicidal thoughts — making it all the more critical that someone be available to help talk things through or intervene in some way.
I want to help
Holidays that put a focus on gratitude and generosity will bring out the best in people. For many, the spirit of giving is coursing through them so much that they’re looking for a last minute opportunity to volunteer somewhere so they can give back to others in need. Unfortunately for these generous people, most organizations have long since filled their need for volunteers on the actual holiday, plus there are application processes and/or training that make it infeasible to accept these spur of the moment offers of volunteerism. Luckily these folks are usually willing to accept referrals to the many organizations in their area that need volunteers year ’round, not just on the holidays, and would hopefully follow through with their plan to help after going through the proper processes.
Holidays are a painful reminder
For many people the holiday itself can be a cause of negative feelings, and they need someone to vent to. Perhaps they have a particularly bad memory associated with the day or time of year, and pain surfaces as a result. This may be a memory from long ago or something that happened much more recently, but anniversaries tend to make us recall these past events and relive the emotions experienced, good or bad. Some people are grieving a lost loved one, and holidays remind them of the empty seat at the table. For others, seeing people enjoying get-togethers with family and friends shines a painful spotlight on their own loneliness or broken relationships. Being the person that was there for them when they needed it most can be very rewarding.
Perhaps the most heartwarming interaction you can have is with the person who calls just to say “Thanks.” Sometimes they’re people who have used your service in the past. Or, it may just be a person who finds out you’re there on a major holiday and recognizes that by sacrificing some of your time, you’re making a positive impact on others. A simple “Thank you” goes such a long way.
During the holidays we know many of you out there will be spending some time apart from your families both due to the COVID-19 pandemic, and while working to serve your communities. On behalf of all of us here at iCarol, thank you for all you do and we wish you a happy holiday season and bright New Year!
Crisis Call Centers are no strangers to stressful, high-impact work environments—but what happens when the world as we know it is turned upside down by a global pandemic? Join us as iCarol hosts Travis Atkinson of TBD Solutions to discuss the results of two national surveys administered to behavioral health crisis workers that shed light on the state of crisis services and what communities need to be prepared for to assure people experiencing a psychiatric emergency can access high-quality care.
When: Tuesday, December 8
Time: 2pm EST
After joining the webinar, attendees will:
Understand the function of a healthy crisis continuum and the impact of system capacity issues on overall coordination
Learn the most pressing issues facing crisis service providers of all types during the pandemic
Identify strategies for creatively combating system challenges to achieve the desired goals of timely and accessible crisis services.
Travis Atkinson, MA-LPC
For the past 10 years, Travis has worked in both clinical and managerial roles in behavioral health. Through these experiences, he espouses the value of a healthy and functioning behavioral health care system, the power of data to drive decision‐making, and the importance of asking the right questions. While maintaining a broad vision for excellence and leadership, Travis has sought out best practices for behavioral health care services through research and connecting with fellow providers at a local and national level. He is an excellent training instructor, coach, meeting facilitator, conference presenter, and host of The Crisis Podcast.
Often times these tragedies can be directly linked back to anti-trans prejudice. And, even in cases where this direct connection cannot be made, it is often clear that the victim’s transgender identity in some way made them more at risk of being a victim of crime. For example, transgender people are much more likely to become homeless than people who are not transgender, and homelessness puts a person at a much higher risk of becoming a victim of a violent crime.
None of us are innocent. We must envision practices of remembrance that situate our own positions within structures of power that authorize violence in the first place. Our task is to move from sympathy to responsibility, from complicity to reflexivity, from witnessing to action. It is not enough to simply honor the memory of the dead — we must transform the practices of the living.
It’s important to have discussions about violence against transgender people and talk about how we might be complicit in the circumstances of their deaths. How can we change that? What can we do to bring this number down to the only statistic that is acceptable — zero. Greater education about trans people and the issues they face is one important factor. Visibility and representation is another. As a society we can look at what programs and services, or legislation, can be enacted to better serve and protect transgender individuals. Even better, how do we build a more inclusive society where trans people are recognized as human beings worthy of equality and no longer seen as “other?” It’s only when all that happens that we may see anti-trans prejudice begin to decline, and violence against transgender people along with it.
You can read more about Transgender Day of Remembrance, find a virtual candlelight vigil, gather resources on trans issues, and learn what action you can take from the following places:
Beginning in 2011, when the United States Senate first recognized Information and Referral Services Day, November 16th was designated to raise public awareness and recognize the critical importance of the I&R field.
So what is I&R? Information and Referral is the art, science and practice of bringing people and services together and is an integral component of the health and human services sector. People in search of critical services such as shelter, financial assistance, food, jobs, or mental health and substance abuse support often do not know where to begin to get help, or they get overwhelmed trying to find what they need. I&R services recognize that when people in need are more easily connected to the services that will help them, thanks to knowledgeable I&R professionals, it reduces frustration and ensures that people reach the proper services quickly and efficiently.
The Coronavirus pandemic has shone a light on the various first responders that step up and care for us when times are tough, and I&R professionals have certainly been one such group that deserves our praise and thanks. Every day thousands of people find the help they need quickly, conveniently and free of charge because of I&R services. Since the earliest days of COVID-19 in North America, I&R services have answered calls for local health authorities or served as their state, region, or provincial hotline for assistance with COVID-19, from questions about symptoms to testing locations to how to navigate unemployment and obtaining financial or food assistance.
We at iCarol are honored to have so many Information and Referral services all across the world use our software to help provide these services to people who reach them via phone, chat, text, or through intake and screening forms or resource searches on their websites.
Happy I & R Day, everyone, and kudos on the awesome work you do connecting people with the services they need, and addressing the social determinants of health in your communities!
The 54th Annual Conference of the American Association of Suicidology (AAS) is scheduled to be held in Orlando, Florida, April 21-24, 2021, with pre-conference workshops taking place on April 21st. The event will offer a mix of in-person and virtual content with a theme of “Social Contexts in Suicide: Upstream Perspectives on Theory, Research, and Prevention.”
AAS has extended the Call for Papers deadline to November 15, 2020 at 5:00 p.m. Pacific Time. They invite proposals for individual papers, posters, panel discussions, symposia, and workshops, and are also accepting presentations for several preconference programs:
AAS Preconference Workshops
Crisis Services Continuum Conference
Military and Veteran Suicide Prevention Preconference
Proposals must follow specific guidelines and be submitted online to receive consideration. Abstracts that do not conform to the guidelines may not be reviewed. Applicants will be asked to select keywords identifying key elements of the submission, and those keywords will be used to index the conference program.
How is the global Coronavirus pandemic affecting mental health providers, clients, and the gambling industry? Are you interested in learning more about gambling addiction and responsible gambling?
Join international experts and attendees from around the world at the virtual National Council on Problem Gambling (NCPG) National Conference, November 5-6 and 12-13. Virtual sessions will run from 12 to 4 pm EST with optional networking from 4 pm to 5pm.
The conference is the oldest and largest gathering that brings together local, national and international experts, professionals and individuals to discuss and learn about responsible gambling and problem gambling.
A wide range of topics will be presented, with something for experts and relative newcomers alike with content on public health, community, prevention, treatment, advocacy, recovery, research, regulatory, and the gambling industry, including online gambling, sports betting, military and veterans issues, and specific populations. Recordings of each day’s sessions will be available to registrants for at least 30 days.
Registration starts at $63/day – or less for groups 3 or more. Discounts available for NCPG members!
14 CEs, NAADAC approved.