iCarol is your help line software company that is here to make your job easier as Executive Director or leader of a non-profit contact center. Whether you have a crisis, help or 211 referral line, we are here to help you help more people in your community. Read more...
Contained in our release of version 3.87 of iCarol we have loads of enhancements across different areas. Stay tuned for more, and save the date for our next Enhancement Review Webinar tentatively scheduled for Wednesday, September 27 at 2pm Eastern (registration opening soon) to learn about all of them.
For today, though, we wanted to share one big and exciting upgrade to our Messaging services — several items that enhance and improve the experience for your Live Chat visitors who are using mobile devices, as well as tools that allow you to further configure the overall branding and appearance of your Live Chat service on your website.
What’s New?
Chat widget
Traditionally, your iCarol Live Chat invited someone to chat with you using an image embedded into one of your web pages that, when clicked, took the visitor to an iCarol-hosted registration page and the visitor held a chat conversation in an entirely different window outside of your website.
The option to have that workflow remains, however now you can choose to have your chat appear in what we’ve come to recognize as a more typical and modern chat workflow, by offering an icon and option to start a chat from the bottom right of your website as pictured here:
Once opened, the chat widget presents your optional pre-registration questions to the visitor. When those are entered and submitted by the visitor, the chat comes through to your iCarol Messaging queue as it has in the past. Then once the conversation is accepted by your volunteer, staff member or counselor, they’ll handle the conversation within iCarol as they always have, meanwhile the chat visitor will continue to use the widget. Perhaps best of all, this widget is even more mobile friendly to better accommodate your website visitors using devices such as smartphones or tablets to visit your website and begin a chat with your organization.
Chat Widget Configuration
Along with our new widget option is the ability to configure the widget to blend in with your website, matching your color scheme and branding. This includes:
Uploading a logo
Enabling Safe Exit and assigning the exit website
Setting background colors
Selecting font types and colors
We hope you and your website visitors enjoy these new options. We think that your website visitors will enjoy the ease of use and intuitive style of the chat widget, along with how nicely and seamlessly it blends into your site!
The new settings can be found within the Messaging module of your iCarol system and is accessibly by Admins and others with the appropriate security permissions. Please visit the iCarol Help Center to look through our new knowledge base article about these settings and tips on how to use them. If you need additional assistance, you are always welcome to reach out to our Support Team during their normal hours of operation by opening a ticket, sending an email, or starting a chat with them from the Help Center.
iCarol is currently seeking candidates to fill the position of CSIS – Client Support Implementation Specialist.
This is a remote position open to anyone living in the United States or Canada.
The person in this role provides application support to iCarol customers involving implementing new name and back to base sales, answering complex questions, contributing to a knowledge base, and advocating for the needs of the client.
Those with at least 2 years of experience working at a helpline, preferably both on the phones and in an administrative role, and those with at least 2 years of experience as an iCarol Admin are particularly encouraged to apply.
Applications will only be accepted at the Harris Computer Workday site using the Apply button above. Email or phone call solicitations will not be accepted.
Next week, beginning on Monday, August 21st and lasting through Thursday, August 24th our Solutions Expert, Aaron Young, will be at the National Sexual Assault Conference (NSAC) in San Francisco, California.
We first attended this national conference in 2017, though organizations that address sexual violence and help sexual assault survivors have long been a part of the iCarol family. Our first experience at NSAC was exciting and inspiring; we were thrilled by the number of talented and passionate advocates we met. They do invaluable work toward awareness, breaking the silence around rape and sexual assault, preventing violence, and helping those affected by sexual violence heal from their trauma. In the years that followed we welcomed a number of new organizations serving this space into the iCarol network of users, and the Victims Services industry is one of the fastest growing within the iCarol family. We’re eager to attend the conference again this year so we can meet more people doing this amazing work, reconnect with those we met earlier, and show everyone some of the latest solutions we offer to enhance service delivery to survivors.
So, why is iCarol a popular choice with Victim Services agencies who serve people impacted by sexual or intimate partner or domestic violence, human trafficking, and other forms of victimization or abuse?
Some of the top reasons this is such a fast growing industry for iCarol are…
Integrated Live Chat and SMS/Texting – This communication channel is in high demand among those affected by forms of abuse. It’s silent, can be anonymous, and for many people they find it easier to “talk” about this difficult subject through writing rather than speaking out loud. With iCarol you can offer Live Chat or SMS/Texting services through the same platform you use to document your calls and collect data needed for funding, dispatch SAFE accompaniment, offer referrals, manage and track your clients, and all the other services you use in your iCarol system.
Specialized Messaging – iCarol is also an inherently better choice for Live Chat/SMS channels than a generic, out-of-the-box product because of some of the other tools and features elsewhere in this list. Because iCarol has other tools designed specifically for social and human service organizations. That includes built-in risk assessments, triaging, ability to enroll them in programs and services, provide and track resource and referral access, and working with clients over a period of time and not a transactional relationship more common in customer service style interactions.
Privacy and Confidentiality Issues – We understand the unique needs of victims services organizations and how those also play into the safety of the person contacting your organization. All throughout iCarol we offer settings that allow you to decide if or how data is tracked, if Chat/Text conversation transcripts are saved, what data should be digitally “shredded” and after what period of time, etc. We also use the latest and most secure methods of data hosting, architecture, and encryption.
And of course there’s lots more that make our solution a top choice among victim service organizations. If you haven’t already, check out our free eBook on Choosing Software for Survivor Support Services which walks you through the top needs of victims services organizations and helps you organize your thoughts and research around choosing technology that’s best for you.
If you’re going to be at the NSAC conference, please stop by the iCarol booth (#110) and say “hello.” We’re looking forward to the opportunity to answer your questions and hear more about the amazing work you’re doing for sexual violence survivors in your community and beyond.
All the data shows that it is critical for your organization to offer consumers more ways to reach you than just by phone. Phone calls are declining in popularity and offering SMS/Texting and Live Chat to connect with your services is crucial if you want to reach everyone in need, stay relevant, and help more people.
For a limited time, you can add a first or additional Live Chat or SMS/Text Portal to your iCarol system and save 50% off the usual setup costs!
When you integrate these important channels into their iCarol system, you can:
Reach populations of people who either can’t or prefer not to make phone calls
Build rapport and trust by offering a more private way for someone to share their story
Streamline data collection and reporting to include Live Chat/Text
Have complete control over Online/Offline times using your iCarol shift schedule
Access additional reporting on SMS/Text such as offline texts received and overall usage
Plug resource and referral information from your database into the messaging conversation
Triage Live Chat conversations using pre-conversation survey data
Use pre and post conversation information to measure your impact
And much, much more!
This offer is only valid for a limited time — If you haven’t checked out iCarol’s Messaging tools in awhile, now is the time! We have exciting new enhancements coming to Messaging at the end of this month so stay tuned for more information! Also check out these resources to learn more about iCarol Messaging:
On June 30, the Canadian Minister of Crown–Indigenous Relations, Marc Miller, announced that nearly to $2 million in funding was allocated to five projects heeaded by four Indigenous women’s and 2SLGBTQI+ organizations. The funding will support the organizations in their work promoting Indigenous 2SLGBTQI+ voices and perspectives on how to effectively protect and empower Indigenous 2SLGBTQI+ people.
These projects span three provinces and aim to identify community needs and service gaps; provide culturally relevant, land-based programs; and foster connections through the creation of regional support groups for 2SLGBTQI+ people.
On June 27, Marci Ien, Minister for Women and Gender Equality and Youth, announced over $1.5 million for three Indigenous women’s and 2SLGBTQQIA+ organizations located in Ontario. The selected organizations are:
Today, the U.S. Department of Health and Human Services (HHS), through the Substance Abuse and Mental Health Services Administration (SAMHSA), issued a new advisory on the Identification and Management of Mental Health Symptoms and Conditions Associated with Long COVID.
According to HHS Secretary Xavier Becerra, “Long COVID has a range of burdensome physical symptoms, and can take a toll on a person’s mental health. It can be very challenging for a person, whether they are impacted themselves, or they are a caregiver for someone who is affected. This advisory helps to raise awareness, especially among primary care practitioners and clinicians who are often the ones treating patients with Long COVID.”
The advisory includes information on the epidemiology of mental health symptoms and conditions of Long COVID and provides evidence-based resources for their assessment and treatment. Long COVID has been associated with mental health conditions such as sleep disturbances, depression, fatigue, anxiety, cognitive impairment, obsessive compulsive disorder, and post-traumatic stress disorder, and others.
Not all people are impacted by Long COVID equally. Social determinants of health can contribute to the negative impact for certain groups, including racial and ethnic minority populations, those with limited access to health care, those with pre-existing behavioral health conditions, individuals with physical and intellectual disabilities, and individuals who are LGBTQIA+.
The advisory is part of the whole-of-government response to the longer-term impacts of COVID-19, including Long COVID and associated conditions. According to HHS and SAMHSA, primary care providers can use some evidence-based approaches developed to treat conditions and syndromes with similar symptoms and provide referrals and access to resources specific to Long COVID.
June 1st marks the beginning of Pride Month, celebrated throughout North America and all across the world.
This month we honor and celebrate the LGBTQIA community — the hard-fought battles for legal equality, contributions to society, and rich history full of struggle but also one of joy and celebration.
At iCarol we live by the Harris Computer Systems core values, including the first and most important value: Respect of the Individual. Each person has the right to live authentically, without shame, stigma, discrimination, or fear of violence. And everyone deserves to live proudly and celebrate their unique selves and their special place and purpose in this world. Everyone is deserving of love and acceptance.
Unfortunately in spite of the progress made for LGBTQ+ rights over the years, there are numerous attacks and active pieces of legislation that harm this community in the US, Canada, and elsewhere.
We applaud the work of organizations working hard to protect rights for LGBTQIA / 2SLGBTQI+ individuals and families, and secure greater safety and equality for the community. Organizations across the world, including many of our customers, work hard each day to provide safe spaces for the LGBTQIA community to access services and support. We appreciate them and the life-saving work they carry out every day.
According to the US Census Bureau, the Hispanic or Latino population, which can include people of any race, was 62.1 million in 2020, or 18.9% of the total U.S. population. This represents 23% growth since 2010 and is the nation’s second largest racial or ethnic group. Over 71% of Hispanics or Latinos speak a language other than English at home, and 28% report that they are not fluent in English. Hispanic or Latino people can face barriers to obtain healthcare, including affordable and accessible mental healthcare. Aside from language, a lack of cultural competency among providers, stigma, and fears related to legal status can all prevent them from getting the assistance they need for any mental or behavioral health concerns.
One of the primary goals of instituting the 988 Lifeline service in the US was achieving greater access to mental health care for all, and a reimagination of what crisis and mental health care can be in communities across America. We know there can be disparities in access to care, and the quality of care itself, for BIPOC individuals including the Hispanic and Latino population. To reduce both language and cultural competency barriers to Hispanic or Latino people receiving care, and to ensure the answer rates for these calls can be as high as calls for English-speaking services, SAMHSA and Vibrant Emotional Health are seeking more Spanish-speaking centers to join the 988 Lifeline network.
If your organization has proficiency in Spanish language mental health, emotional wellbeing, or suicide prevention support through crisis counseling, and are interested in becoming a 988 Lifeline center, please visit https://988lifeline.org/our-network/ and contact the 988 Lifeline through the “Become a Lifeline Crisis Center” tab.
From Wednesday, April 19 through Friday, April 21, Aaron from the iCarol team will be at the American Association of Suicidology Conference in Portland, Oregon hosting our booth in the exhibit hall and attending other events.
The conference is a convergence of professionals working across the spectrum of the suicide prevention industry, from those operating crisis centers and other direct care services, to professionals working in academic settings conducting suicide prevention research, advocates focused on prevention, education and awareness, and those with lived experience.
So we can continue to stay ahead of the topics that most impact iCarol’s customers and continue to support the work of crisis centers, Aaron will join a number of networking and information events. This includes the Lines for Life crisis center tour, and receptions and networking meetings for 988 centers.
Having supported crisis centers since the earliest days of the Lifeline network, and serving a large portion of the network that are iCarol customers, we have witnessed the Lifeline’s growth year after year, both in the number of participating centers and the volume of contacts the Lifeline receives through calls, chats, and other forms of communication, and eventually transitioning to the 988 initiative. At this year’s update we’re anticipating the latest news on the development and growth of the 988 network. We’re closely following the continuing conversations on how communities are changing their practices around responding to mental health emergencies and similar crises, with a continuing shift towards crisis intervention teams and other professionals leading the response as opposed to law enforcement.
iCarol enthusiastically supports the efforts to reimagine crisis response in communities across the United States. It’s crucial that people everywhere have access to human-focused, culturally competent crisis care that meets their needs whether that be through an empathetic listener on a crisis line, an in-person visit from a mobile crisis response team, or a stay at a crisis stabilization center. It’s our mission to provide tools to crisis centers that help them respond to their community’s needs. We hope you’ll explore our website to learn more about how we are serving this industry.
The discussions at AAS directly inform iCarol’s strategy and product development in the coming months and years, which ensures we will continue to meet the needs of suicide prevention and crisis centers everywhere, providing the tools they need to do their life-saving work. That’s why we want to ensure we take advantage of being together in-person in Portland to have conversations about challenges, needs, and solutions. If you plan to be at the AAS Conference, please stop by our booth to download our guides and materials, including our ebook on choosing software for crisis intervention and suicide prevention services. Aaron will be available for meetings at your convenience to answer your questions, or have conversations about your challenges or projects and explore how iCarol can be of assistance.
