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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.

#MeToo trends on social media, raises awareness of magnitude of harassment and assault

The following blog post discusses the topic of sexual violence and harassment.

Dozens of women have recently come forward with sexual harassment and assault allegations against Harvey Weinstein, a movie mogul and producer. While it’s unclear if any formal criminal charges will be filed as a result, Weinstein has so far lost his job at The Weinstein Company and was expelled from the Academy of Motion Picture Arts and Sciences.

The stories being shared in the wake of these allegations reignite an international conversation about sexual violence, particularly the prevalence of violence against women. Experiences of sexual violence or harassment are extremely difficult to talk about. Survivors often feel pressure to remain silent about what happened. Trauma, fear of not being believed, being shamed/blamed, fear of retaliation or further violence, and other potential consequences keep many from telling someone or reporting crimes. Many people don’t realize or perhaps don’t believe that this sort of harassment and abuse is widespread and unfortunately a fairly universal experience for women in particular.

Tonight, the hashtag #MeToo went viral, bringing attention and opening eyes to just how prevalent these experiences are. It began with a tweet by actor Alyssa Milano, who resurrected a movement originally started years ago by an activist named Tarana Burke.

While it originated on Twitter, the posts and hashtag quickly spread to other social media platforms like Facebook.

So far, several thousand people are posting, sometimes simply sharing the hashtag as a way to acknowledge their experience without sharing any details. Others are sharing their stories. It’s too soon to know how much of an impact these stories might have on the broader conversation about sexual violence, including how we can eliminate it. But it’s clear that people are feeling safer discussing it online when surrounded by others telling their stories. Perhaps this solidarity, in such large numbers, can bring about positive change.

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Recording available: Suicide Prevention through Emergency Departments/Crisis Center Partnerships

On Wednesday, we welcomed Dr. Michael Allen and Charissa Tvrdy of Rocky Mountain Crisis Partners (RMCP), and Caitlin Peterson of the National Suicide Prevention Lifeline (NSPL), to talk about how follow-up contacts and partnerships between crisis centers and hospital emergency departments (ED) are impacting suicide prevention efforts.

Dr. Allen and Charissa spoke of their experience working at RMCP where they partner with a large number of hospitals spread out over hundreds of miles. They expanded on their experience, data, and lessons learned from these collaborations where ED visitors are assessed and referred to their program for a series of follow-up calls following the hospital visit. Caitlin discussed the Lifeline’s Follow-up Matters initiative and microsite that provides crisis centers with data and other tools to help build a follow-up program, including information to help build collaborative efforts with local hospitals.

This engaging webinar and our presenter’s slides are now available for viewing.

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iCarol Webinar: Suicide Prevention through Emergency Department/Crisis Center Partnerships

On Wednesday, October 4th at 1pm EST, iCarol will host a webinar on the topic of Crisis Center/Emergency Department (ED) partnerships, specifically those where crisis centers make follow-up calls to discharged patients who came to the ED presenting with suicidal thoughts or behaviors.

Research shows that for about 1 in 5 deaths by suicide, the person had actually visited their local emergency department in the weeks before their death. While hospital EDs can keep a person safe in the short-term and provide referrals to long-term care, they aren’t often the best resource to handle the complex and ongoing mental health and emotional needs of someone who is struggling with thoughts of suicide. Most people who visit an ED for concerns related to suicide are discharged after a very short period of time, and the discharge plan often doesn’t involve ongoing direct contact to check and see how the person is doing following their visit, potentially leaving the patient feeling lost and unsupported.

This is where more and more helplines are stepping in. Crisis Centers across North America have engaged in partnerships with their local emergency department to help provide care for ED visitors or discharged patients in the form of follow-up calls. Because crisis center professionals have the best knowledge, training, and resources to provide ongoing care such as this, EDs will make connections between the ED visitor to the crisis center. From there, crisis centers talk to the patient and make a series of follow-up calls or texts to the visitor to keep them feeling supported and engaged with a safety plan. Crisis centers are also best-equipped to see that a person receives referrals to more long-term mental health care or other needed referrals that can help resolve issues compounding a person’s distress and desire to end their life.

During this hour-long webinar, we’ll invite presenters to discuss first-hand experience of these partnerships:

    Charissa Tvrdy is a Lead Crisis Clinician and Hospital Follow-Up Coordinator at Rocky Mountain Crisis Partners. Ms. Tvrdy is responsible for oversight and project management of RMCP’s Hospital Follow-Up program. She works as a liaison between RMCP and participating Colorado emergency departments. Ms. Tvrdy assists call center staff in the training, implementation, quality assurance and daily operations of the program. Ms. Tvrdy received her Master of Science in Counseling Psychology from The University of Kansas. She has experience working in a call center serving people experiencing behavioral health crisis. Ms. Tvrdy also has clinical experience within a Community Mental Health Center.

    Dr. Michael Allen built the model Comprehensive Psychiatric Emergency Program at Bellevue Hospital. He was chair of the APA’s Task Force on Psych Emergency Services, president of the Am Assoc for Emerg Psychiatry, member the NIH Emergency Medicine Roundtable, a National Suicide Prevention Lifeline steering committee member, a STEP-BD, ED SAFE and PRISM investigator and an author of the Suicide Prevention Resource Center’s ED Decision Support Guide. He has served as a subject matter expert for the US DOJ Civil Rights Div, CMS, NIMH, the Joint Commission and SAMHSA. He was instrumental in forming the Colorado Suicide Prevention Commission and the Colorado National Collaborative. He is currently Professor of Psychiatry and Emergency Medicine at the Johnson Depression Center, University of Colorado Anschutz Campus and Medical Director of Rocky Mountain Crisis Partners.

    Caitlin Peterson is the Coordinator of Best Practices in Care Transitions for the National Suicide Prevention Lifeline, working closely with crisis centers, professional organizations, community partners, and mental health providers to support and advocate for follow-up and partnership with crisis centers. Caitlin has worked in the mental health, crisis intervention, and suicide prevention field for over 10 years, 7 of those in various positions, and later manager, of a blended suicide prevention and information and referral hotline. She has a Master of Science degree in Marriage & Family Therapy from the University of Rochester School of Medicine and Dentistry.

We hope you can attend — space is limited so please register ASAP if you’re interested in joining the live presentation. For those who can’t join us, we’ll have the recording available on our website at a later date. To learn more about this webinar and to register, click the button below.

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Uniting our voices for National Suicide Prevention Week

September 10th is World Suicide Prevention Day, marking the beginning of National Suicide Prevention Week. During this week, millions of people will be speaking out about the impact suicide has on individuals, families, and communities, raising awareness and promoting messages on how best to prevent suicide. So many caring organizations worldwide will be adding their voices to this important message. In order to make the biggest and deepest impact, it’s helpful to unite around a common theme and messaging to amplify our voices.

The National Action Alliance for Suicide Prevention is leading the way with a host of resources and information on their website to help organizations rally around a centralized theme of being there for others, a theme several well-known suicide prevention organizations have been promoting this year.

Be There Campaign

It’s a very simple yet powerful message, and it helps reinforce what we already know: Suicide prevention is everyone’s business, and we can all do something to help prevent suicide. Those of us who have worked at suicide prevention helplines know how effective the simple act of listening is. Just by being a sounding board, a safe place for someone to air their darkest thoughts without facing judgment, you can save a life. When a person knows that someone is willing to listen and offer their help or support and not be scared away by talk of suicide, they feel less isolated and alone with their thoughts, and can envision a better path forward.

In addition to rallying around messages of being there, the Action Alliance also encourages everyone to use #NSPW in their social media posts. This will boost all of our messages and ensures the topic trends online and receives the attention it deserves.

Visit the Action Alliance website for all the materials you need to participate. They have sample social media posts you can use, frames for your Facebook profile pic, and more.

Together we can bring lots of attention to National Suicide Prevention Week, and show people in need that they are loved, supported, and have a place to turn when needed.

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Concerned professionals share opinions on “13 Reasons Why”

Since its debut on Netflix earlier this year, the drama “13 Reasons Why,” an adaptation of a young adult novel, has spurred much discussion among suicide prevention experts and mental health advocates.

The series follows the story of Hannah, a teenager who has recently died by suicide. As her parents, teachers and friends process the loss, Hannah’s close friend and crush, Clay, finds himself obsessed with Hannah’s death, what caused her to kill herself, and how it may have been prevented. He is plagued by the “what ifs” of their time together. A mysterious delivery sends Clay further down a path of grief, regret, and ultimately the start of healing and learning lessons from loss.

Some have praised the series for drawing awareness to the topic of suicide. “13 Reasons Why” is one of Netflix’s most watched programs of 2017 and has exposed people to suicide and the intense grief of survivors, and also issues like sexual assault, drug addiction, and bullying.

Unfortunately, the show is riddled with problematic content. Hannah’s suicide is romanticized, especially in the context of the star-crossed lovers relationship between Hannah and Clay. Suicide is portrayed as an acceptable method of revenge, and the revenge element often overshadows the complex and mounting reasons that Hannah took her own life. Opportunities to show how teens might reach out, and successfully receive help, are missed, and in fact it shows only how attempt’s to get help could go horribly wrong. Teenagers could construe this message as discouraging help-seeking from adults. Finally, and most upsetting, is the fact that Hannah’s suicide is graphically depicted, going against guidelines that suicide experts outline for the media. For a program aimed and marketed towards teens, who are particularly vulnerable to influence and suicide contagion, these are some dangerous missteps that overshadow any awareness message.

Suicide prevention experts and advocates have been speaking out about “13 Reasons Why” since it was released, and that includes Beau Pinkham, Director of Crisis Intervention Services at The Crisis Center of Johnson County, Iowa. In a recent Op-Ed, Beau lays out the dangers of the series’ depiction of suicide and the effects it is having. You can read Beau’s Op-Ed in the Des Moines Register here.

Have you watched “13 Reasons Why?” What were your thoughts? Please leave us a comment below.

The opinions expressed in this blog entry belong to the blog author and do not necessarily reflect the views and opinions of iCarol Software management or its other employees

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Back to School Mental Health Resources

Returning to the classroom after an extended break is a stressful event. Knowledge of one’s mental health or the health of one’s children, and learning about how to address mental health concerns, can be valuable assests for a smoother transition for parents and students of all ages. Some degree of sadness or anxiety is perfectly normal, but what happens if those feelings begin more deeply impacting a student’s life? How do you combat the more serious mental health concerns stemming from or exacerbated by the transition?

Below are some resources to keep on hand for yourselves or clients that will help get the new school year off to a healthy start:

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Learning about iCarol enhancements and other system news

Communication is key in any relationship, and of course that includes iCarol’s relationship with our users!

Because iCarol is a web-based software, we roll out updates and enhancements to the platform regularly and seamlessly, without system downtime or the need for users to download and install anything. This is of great benefit to our users, though it presents a challenge to us to make sure our users are aware of these changes so they can understand and take advantage of them.

We communicate system news to people in a variety of ways, and the method will typically depend upon who it effects as well as the type of enhancement and its scope or level of impact. Often each enhancement is communicated using a number of methods and not just one.

iCarol Dashboard

When Admin level users sign into iCarol, they’re presented with their own dashboard of information most pertinent to them and their position as leaders at their agency. There are two areas on this dashboard where system changes are communicated.

    Release history and plans

    A software “release” happens when our Technical Team takes the enhancements or fixes they’ve been working on and apply them to the live iCarol system accessed by users. This step is the culmination of careful process undertaken by our Support, Technical, and sometimes Product Management Teams. Once a certain enhancement is coded by the Technical Team, a member of the Support Team or Product Management Team will thoroughly test the enhancement in a series of simulations in our test system to ensure the enhancement works as designed without undesired impact to existing processes. Once this process is complete, the “deployment” happens and the changes go into affect for everyone who signs into iCarol. The system doesn’t go offline or experience downtime in order for this to happen, so the changes may appear transparent to users unless they notice a new enhancement, or if they read the release notes.

    A summary of upcoming release plans can be found on the right side of your Admin Dashboard.

    Release history and plans

    Clicking the link for “See more release history and plans” takes you to the details list of what enhancements are included in an upcoming release to the iCarol web application, and details on past inclusions as well. A drop-down menu allows you to pick which element of iCarol you’d like to view release details on. These are broken down by the iCarol web application (your main iCarol system), Public Resource Directory, Messaging, and API. Each of those elements of iCarol have seperate releases and separate lists of work items to be tested and applied.

    Release details

    In addition to the Admin Dashboard, users of other security levels also have access to these release notes from their own dashboard. For those volunteers and staff members, the release notes are linked at the bottom left of the screen when they first log into iCarol.

    Keep in mind that the language in these release notes can be a bit technical, but if you think a particular item may be important to your work and you’re not sure what it does, you are welcome to ask the Support Team for more details.

    Announcements, Tips, and Tricks

    In the center column of the Admin Dashboard is the “Announcements, Tips, and Tricks” area. In this area we’ll share news and goings on of note to Admins. This is one of the places we’ll typically announce noteworthy new features or enhancements, upcoming events such as when we’ll be at an industry conference or are holding a webinar, and important news like letting you know when a Taxonomy update is coming.

‘Help’ area of your iCarol system

All users signed into iCarol can access the ‘Help’ area at the lower area of left main menu.

Help area

The ‘Help’ page includes a number of links to tools including:

    Training Webinars and Tutorial Videos

    When you first land on the ‘Help’ page you’re brought to our collection of recorded Training Webinars and other tutorial videos or video series on how to use the various features of iCarol. These videos are categorized by the feature area they pertain to.

    training videos

    Help Articles

    There is a library of solutions, step-by-step instructions, and answers to common questions that can be read in the Help Articles area of the ‘Help’ page. These articles can be browsed, or you may search using keywords or phrases the find the topic you wish to read up on.

    iCarol Ideas Portal

    Earlier this year we introduced the iCarol Ideas Portal. In this area of iCarol you can view the feature enhancement ideas submitted by your peers, vote for the ones you like most, submit your own ideas for consideration, and subscribe to ideas that interest you. When you subscribe to an idea we supply ongoing email communication to you about its progress toward potential implementation. Not only do we discuss this new area extensively on the blog, but we also covered it in a recent webinar as well.

    In-system guides

    Though not yet available to all of our users, for some time now new iCarol systems in trial have included in-system guides to help users learn how to use iCarol. These smart guides present themselves to a user when they enter a certain feature area to encourage them to take a brief tour or learn more about how to use a certain element of iCarol, and then walks them through the process. These guides are tailored for users based on their security level, ensuring that everyone gets a walk-through that is appropriate for their role. We’ve discussed these guides in past Enhancement Review Webinars and will be sending our users more information about them, as well as posting blogs and offering other communication, when we are nearing the wide release of these guides to all of our users.

    Submit a Case

    If you can’t find the answer to your question by searching in the Help area or elsewhere, or if you need to report an issue, then we welcome you to contact our Support Team for additional assistance. This is done by opening a case in the Case Management area. You can read our full instructions and tips for the best way to do this here.

Website and Blog

The iCarol website can be a great source of information about software features, including new feature released. Our primary features and sub-functions of those features typically have web pages describing their purpose and use, and visitors to our website can easily explore what iCarol has to offer.

On the iCarol blog we will post about new features and notable enhancements as they are added. Often our blogs will highlight how this new enhancement works, the solutions it aims to present to our users, how to enable it, instructions on use, and ideas for how you might use a feature at your organization. If you are signed up to receive our Weekly Blog Digest, you’ll receive a single email per week delivering links to all the blogs from the previous week.

Emails

We realize that your email inbox can get really full really fast, and so we try to be mindful of that by carefully deciding when to directly send you feature news via email. When a new feature or enhancement is particularly impactful or presents major opportunities for our users, then we may choose send direct emails. You can manage your communications with us, though keep in mind that as an iCarol user you may get necessary and important system emails from us, or shift reminders and other system notifications, even if you have unsubscribed from “marketing” emails.

Webinars

We recognize that sometimes it’s nice to hear from us live and “in person” and so we occasionally offer webinars to discuss new features or enhancements to features. Once every few months we’ll hold our “Quarterly Enhancement/New Feature Review” webinars. These webinars are a chance for us to look at the most noteworthy system enhancements of the last few months and present them to you, consolidated, in the webinar. We’ll discuss the purpose behind the feature and the problems it aims to solve, talk about how it could potentially be used by you, and the benefits it delivers to your organization. Note that these enhancement review webinars are not trainings or walk-throughs of the features, but rather a chance for us to provide you with an overview of its use and purpose, as well as give you an opportunity to ask us questions about these enhancements. In addition to the regular enhancement review webinars, when a new feature is released that has a far-reaching impact, or presents a major change in functionality, we’ll also hold webinars about that particular feature, to provide an overview or also to train users on how to use it.

Annual Customer Survey

While we send out various communications to our users, it’s also important that we invite you to communicate with us and give us feedback. Each year we send out a survey to our Admin and Supervisor users asking for your input on a variety of topics pertaining to iCarol and your use of the platform. If you’re an Admin or Supervisor you’ll be receiving this email very soon, and we hope you’ll take a few moments to respond and let us know how we’re doing.

As a web-based and ever-evolving software solution, we recognize how imperative it is that we communicate effectively with our users so that they can make the most of using their iCarol systems. If you have any questions or feedback about how we communicate with our users, you can feel free to . And as always, if you have a specific question about how to use iCarol that isn’t covered or the answer can’t be found in one of the various places described above, please reach out to our Support Team for assistance.

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NCPG Announces 2017-2018 Officers

From our friends at the National Council on Problem Gambling:

    The National Council on Problem Gambling announces the results of the elections for officers to guide the organization for the 2017-2018 term. Marlene Warner was elected President, Chip Polston was elected as Vice-President and Julie Hynes as Secretary. Ray Pineault was re-elected as Treasurer. All officers serve one year terms, with the President subject to a limit of two terms. To see the complete press release click here.

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Epilepsy Foundation seeks after-hours provider

The Epilepsy Foundation is seeking applications from those who have a documented expertise in answering information and referral calls; a phone system that can handle an independent call queue specific to Epilepsy Foundation calls and a separate queue for Spanish calls; capacity to expand staff coverage if warranted; and documentation of current AIRS Accreditation. Please review the RFP for full requirements and direct questions and proposals to:

    Tom Buckley
    Director of Information & Referral
    Epilepsy Foundation
    301-918-3770
    tbuckley@efa.org

Key dates to consider:

    Proposal Deadline: July 26, 2017
    Vendor Selection Date: August 16, 2017
    Project Start Date: September 11, 2017
    Vendor Information Call: July 13, 2017

The Epilepsy Foundation, a national family-led, community based, non-profit with nearly 50 local organizations throughout the United States, has led the fight against seizures since 1968. The Foundation is an unwavering ally for individuals and families impacted by epilepsy and seizures. The Foundation works to prevent, control, and cure epilepsy through community services; public education; federal and local advocacy; and supporting research into new treatments and therapies. The Foundation works to ensure that people with seizures have the opportunity to live their lives to their fullest potential. The Epilepsy Foundation’s National Office is in Metropolitan Washington, D.C.

The Epilepsy Foundation operates a national specialized information and referral (I&R), helpline that serves people who are concerned about epilepsy. The Alliance of Information & Referral Systems, a driving force behind the delivery of quality Information & Referral services, currently accredits the Epilepsy & Seizures 24/7 Helpline. The helpline responds to approximately 12,000 inquiries per year. Approximately 8,000 are telephone calls, 250 of these calls are via the Spanish line.

The Epilepsy Foundation National Office operates Monday through Friday from 9:00 AM to 5:00 PM Eastern Time and on adjusted hours during the summer months. In 2013, the Epilepsy & Seizures Helpline began 24-hour coverage through an after-hours partnership where the partner handles telephone inquiries during the evening, weekend, holidays, and adjusted hours. In addition, the partner handles the Epilepsy Foundation Spanish line 24/7/365.

Learn more about the foundation on their website, and about their helpline here.

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The new Public Resource Directory is here!

One of the greatest challenges for non-profit services is adapting to the new and varied ways in which the people in your community want and need to access your services. We’re dedicated to helping our clients face those challenges head-on with innovative solutions that help you help your community through the methods that work for them.

One of those solutions is iCarol’s Public Resource Directory (PRD): A feature that takes your iCarol Resource Database and turns it into a public-facing, searchable directory of community services. By taking your internally curated database and placing it online for public access, you’re expanding your reach, helping more people, and accommodating the growing number of individuals who prefer self-service over engaging directly with your specialists.

Late last year we shared with you our plans to refresh the iCarol Public Resource Directory and add some new tools and other enhancements. We’re excited to say that this new version of the PRD has officially launched! When you use this PRD you’ll enjoy:

    A built-in Guided Search builder that allows your Resource Specialists to bypass web developers and instead build a guided, graphical search right within the PRD. For more on guided searching, stay tuned to our blog for details on an upcoming webinar on that topic.

    Intuitive geographic searching that is easy for your visitors to use. They can simply begin typing in their known geographic location, be it zip/postal code, city, county, or state/province, to produce results that are relevant to their location.

    Expanded customization around the look and feel of the PRD using Cascading Style Sheets that allow you to blend the search seamlessly into your website with highly granular control over things like font sizes types and colors, background color, logo integration, and more.

    Mobile responsive functionality, delivering a mobile-friendly experience that rivals that of more costly mobile apps and accommodating the many individuals using their mobile phones or other handheld devices as their primary means of accesing the internet.

    Relevant search results that improve your clients’ outcomes over what they’d likely experience if they tried to search for helpful resources on their own via a regular internet search engine. When your web visitors search or browse your PRD, they’re benefitting from your expert curation of the resources, reducing their frustration and confusion as they try to address their challenges.

To see some of these benefits in action, check out our video about the Public Resource Directory.

The PRD is available now and we encourage you to contact our Support Team to learn more about the upgrade process. Also stay tuned to our blog for announcements on upcoming webinars that provide further insight on using the PRD.

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