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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…

Encrypt and Email Contact Records

email

Our customers take part in a variety of collaborative relationships with fellow not-for-profit agencies, governmental institutions, private companies, and others. This often requires sharing of information that they input and store in iCarol, and commonly includes (but isn’t limited to!) resource/referral information, or client interaction data collected in a Contact Record (aka Call Report Form). We heartily support such collaborations because they are the key not only to an agency thriving, but these partnerships also foster a continuum of care model that help create healthier, more connected communities. So we are always looking for ways we can encourage these partnerships and make them possible and easier to engage in using iCarol.

There are a number of ways our customers can share Contact Record data. Protecting confidential information is paramount and one should always be sure they are following their organization’s policies, protocols, and any pertinent regulations when sharing this data. Some examples of ways that our customers share Contact Record information include exporting data tables from iCarol to hand them over to a partner, printing records for faxing or hard copy delivery and storage, or using our Contact Record Outbound API to transmit data to their partner’s web service. The latest way we have enabled Contact Record sharing is be creating a feature that allows authorized personnel to send an encrypted email with a password protected PDF file of the Contact Record, right within the iCarol system.

Use Cases

In what scenarios might you want to encrypt and email a Contact Record?

  • When sending a warm referral to another agency
  • When sending Contact Records to a funder who requires a copy of the contact
  • While referring a Mobile Crisis Intake to a crisis specialist on duty
  • For sending the details of a high risk interaction to the counselor or supervisor on duty so they can follow up

Here are a few other highlights and things to know about this feature:

You control who can use it

Access is granted in a user’s Advanced Security Settings, giving you granular control over who can and cannot email Contact Records.

How to access

The ability to send a Contact Record by email will appear whenever you create a PDF of a Contact Record, whether it is a single PDF or a batch of PDFs compiled within the Advanced Search on the main Calls page. First you must request that the PDF be made.

iCarol make PDF of Contact Record

Once you click the “Make PDF” button, the options to print the PDF or send it in an encrypted email appear.

iCarol Send Contact Record in an encrypted email

Password protection

PDFs sent using this feature can be password protected so that the recipient must enter the correct password before viewing the PDF file, further securing sensitive information. The stronger and more complex the password, the better protection for your PDF to ensure only authorized recipients can view it.

Create a template

If the emailed Contact Records will regularly go to the same recipient(s), use the same subject line, body text, etc., you can create a template. This can save data entry time when preparing the email, and keep a consistent message if you are emailing records as a part of a specific contract or program at your organization. A single template can be created by taking the following steps:

    1. From the left main menu of iCarol, click on ‘Admin Tools’
    2. Click the ‘Calls’ tab   
    3. Click the link titled ‘Edit the template used for sending contact records by email’ and follow the instructions on the next page to create the template
Once the template is created, this information will be available automatically each time you create a PDF.

There are no additional costs to turn on and use this feature, it is included and available to all of our subscribers who use Contact Records. For more information, please see the Help Articles in the Help section of your iCarol system. If you have additional questions or need assistance, please open a case with the Support Team.

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iCarol Career Opportunity

We are currently seeking a qualified candidate to fill an open position of Solutions Expert on our Sales Team. This member of the team will be responsible for hunting for and qualifying new business opportunities.

Our ideal candidate will be a self-starter, charismatic, and be highly motivated with some prior success in hunting for, identifying, qualifying and closing high quality business opportunities. Candidates will identify the needs of the customer, demonstrate the benefits of the software and present the iCarol solution to local government agencies and not-for-profit organizations, growing the customer base as well as enhancing relationships with existing customers. The ideal candidate is an inquisitive, self-starter who is interested in finding the best solution to fit the needs of our customers. They may also have previous direct sales experience, with experience working with the iCarol solution being a plus, preferably as an iCarol Admin.

To read the full details of our job listing and apply, click here.

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iCarol strengthens security through enhanced user password requirements

At iCarol, we’re always looking to the most cutting edge and progressive ways of strengthening system security, protecting data, and preventing unauthorized system access. This always has been and will continue to be a top priority for us.

In addition to the security measures we take to protect data during its transmission and storage, ensuring good password strength is one simple way that each iCarol user can protect their system and the personal information stored within. That’s why, to help our users do this, we are proactively implementing advanced security protocols for passwords used to access the iCarol system. Once these new protocols are enacted, our users will be prompted to update their passwords to ensure they meet our new strength requirements.

We appreciate our users’ compliance with these new protocols. We want you to rest easy knowing we are doing our part to keep your iCarol system secure, while also helping ensure that each individual’s use of iCarol also upholds this security through tight password guidelines.

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The right service at the right time – using time restrictions in your Public Web Forms

There’s a lot to like about iCarol’s Flexible Public Web Forms (also known as Online Forms). You can do so much with this versatile tool that is, at its core, a public facing version of the same Contact Forms that iCarol users access within their systems to log interactions with the people they serve.

In case you’re asking “What’s an iCarol Public Web Form?” These forms are Contact Forms hosted in your iCarol system that can be enabled for the public to use. You’ll link to them when you wish to offer services on your website such as:

  • Intake forms
  • Volunteer applications
  • Satisfaction surveys
  • Self-assessments or screenings
  • Contact requests

Submitted forms are delivered to your iCarol system where you can then follow up yourself, securely send them to another agency if necessary, and of course since they are Contact Records you can export the data collected or run reports on the data within iCarol. Want to know more? Skip to the bottom of this blog post for even more information about Public Web Forms.

Enabling Time Restrictions.

If you have a service that is only available during certain days of the week, or certain hours of the day, then you may not want your Public Web Form open and available to be filled out on your website outside of those service hours. For example, a Mobile Crisis Intake Form — For better communication and clarity, and to reduce confusion or frustration, you would likely want to keep this form from appearing as an option on your website if the service was currently closed and the web visitor won’t receive a timely response.

Public Web Form time restriction is an option that allows you to make a form available only during the times you choose. The form is turned on or off based on whether or not you have an Online Form shift that is actively staffed at that time.

Add shift for Public Web Form

If there is no shift at that time, or if the shift is open and unstaffed, the form won’t be active and available on the website. If a service is going to become unavailable soon, a warning message and countdown timer can appear for any visitors who may be in the middle of filling a form. There is also the option for custom messaging to appear when the service is unavailable, which could include information such as alternative options for the visitor to pursue in absence of the target service (e.g. a number to call) or more information on the service’s normal hours of operation, and the next time web visitors can expect to see the form on and available.

By only having these Public Web Forms open when the target service is available, and guiding web visitors to other alternative services instead, people in need are directed to the right service at the time.

More Information

Why is it important to offer intakes and other forms on your website? Well for one, the people in your community are craving more communication options between themselves and the services they need to access. Whether out of convenience, personal preference, or greater ease of access for those with disabilities, diversifying available communication channels reduces barriers and opens doors for more people to receive the services they are entitled to, and get the help they need.

Using the forms doesn’t just help the people who use your services, but it helps you and your staff as well. You’ll be able to increase staff productivity since these forms can now be filled out directly by the user online, where they may previously have required manual staff time and assistance to the client. You’ll also be able to capitalize on potential volunteer interest — convert volunteer prospects into applicants easily, no more waiting to receive their application through email or snail mail. You’ll also shorten the recruitment and training life cycle, getting volunteers online faster. And because you can now direct so many clients to fill out their satisfaction surveys online, you can increase your outcome data, meet your goals, and get the funding you need.

Public Web Forms can be tailored to meet your needs in a variety of ways, including:

  • Customize the look and feel of the form to fit with your website and branding, using Cascading Style Sheets to give your form a highly stylized look. You may include your logo, choose your fonts, colors, and more for a cohesive fit within your website.
  • Edit the fillable fields and text on the form with our Contact Form Editing tools.
  • Pre-screen clients with questions before the user can proceed to the rest of the form.
  • Ensure data integrity with an integrated Captcha, protecting you from false or spam/bot submissions.
  • Enforce form timeouts and warn users of an impending timeout to make sure a form isn’t kept open for too long before submission, protecting the integrity of the data as well as your user’s privacy.
  • Notify key staff members by email when a form is submitted.
  • Analyze, track, export, and report on the information collected in the forms. Once the Public Web Form is submitted by the user, it becomes the equivalent to a finished Contact Record in your iCarol system.

To get started using these forms in your iCarol system, contact our Support Team. If you’re not yet an iCarol user, we’d be happy to speak to you about this and other solutions we offer. Please contact us.

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iCarol to attend the International Conference on Forensic Nursing Science and Practice

From Wednesday, October 24 through Saturday, October 27, our Solutions Expert Team Lead, Eliisa Laitila, will attend the International Conference on Forensic Nursing Science and Practice in Reno, Nevada. This conference is in association with the International Association of Forensic Nurses.

What is “Forensic Nursing” and what sets this field apart from nurses working in other areas? According to the International Association of Forensic Nurses:

    “A forensic nurse is a Registered or Advanced Practice nurse who has received specific education and training. Forensic nurses provide specialized care for patients who are experiencing acute and long-term health consequences associated with victimization or violence, and/or have unmet evidentiary needs relative to having been victimized or accused of victimization. In addition, forensic nurses provide consultation and testimony for civil and criminal proceedings relative to nursing practice, care given, and opinions rendered regarding findings. Forensic nursing care is not separate and distinct from other forms of medical care, but rather integrated into the overall care needs of individual patients.”

Forensic nurses practice in many industries that iCarol serves and they regularly engage with patients who have suffered sexual violence, intimate partner or domestic violence, abuse (from children to the aging/elderly), and those who have been victims of a crime. This field of nursing demands a great deal of skill on many fronts. Forensic nurses must not only assess and meet the medical needs of their patient, but they are also tasked with restoring the individual’s feeling of safety and are often one of the first professionals to help that individual through a traumatic event. Their delicate handling of sensitive situations plays a large role in patient recovery.

The conference sessions will fall into a variety of tracks including Intimate Partner Violence, SANE (Sexual Assault Nurse Examiner), Pediatrics, and Psychiatry and Corrections. We’re excited to be attending this conference for the first time and eager to have Eliisa share learned knowledge with our team so we can directly apply it to our work with the organizations that employ or frequently interact with forensic nurses.

“I am excited to learn more about this side of the support model that many of our clients work directly in, or coordinate with nurses to do. It will be interesting to hear more from the forensic nurse perspective, as well as overall leading thoughts on how to best support survivors, and how to overcome challenges when doing so.” — Eliisa Laitila, iCarol Solutions Expert Team Lead

To learn more about Forensic Nursing, specifically those who conduct SANE exams, check out the video below created by the International Association of Forensic Nurses.

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iCarol at the National Crisis Center Conference

From Wednesday, October 17 through Friday, October 19, Rachel Wentink, Vice President, Operations, and Mary Kruger, Client Training Coordinator, will attend the National Crisis Center Conference in St. Louis, Missouri.

The conference theme is “Gateway to Gold: Setting the Standard” with a focus on best practices for optimum success of the attending organizations and their clients. This year’s conference will offer sessions in two tracks focused either on Systems or Centers, with several workshops that satisfy both.

There’s no better group to speak to best practices than the two entities presenting this conference, CONTACT USA (CUSA) and the National Association of Crisis Organization Directors (NASCOD). Both organizations have a phenomenal history of supporting crisis work and we recommend considering membership for your service if you are a helpline, warmline, crisis center, suicide prevention service, or similar organization. By joining them you’ll discover fantastic networking and knowledge sharing from caring individuals who can relate to your day-to-day joys and challenges as a manager or executive director of a not-for-profit. Find out more about CUSA membership here and NASCOD membership here.

Our history with this group and conference is our longest association, going way back to iCarol’s earliest days, and many of the helplines and crisis centers who host this conference were some of iCarol’s earliest users. It’s a long standing relationship that we value and we’re proud to not only attend but are also long-term sponsors of this important gathering organized by pillars of the helpline industry.

As with all conferences we attend, we welcome the opportunity to connect with old friends and new ones. We’re eager to hear about your latest projects and discuss ways iCarol can support you and the needs of your community. Both Mary and Rachel will be on hand throughout the conference to answer your questions and talk about how iCarol can help. We look forward to seeing you!

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September 9-15 is Suicide Prevention Week

iCarol Webinars

Today marks the official start of National Suicide Prevention Week, with September 10th honored as World Suicide Prevention Day.

Suicide education, awareness, and prevention organizations worldwide are taking this opportunity to promote a few key themes and messages around suicide prevention, notably:

  • Every person has a role to play in suicide prevention. The Lifeline works to empower friends, family members, coworkers, and acquaintances to recognize the warning signs and know how best approach the topic of mental health or suicide, rather than simply encouraging people thinking of suicide to call the Lifeline. The #BeThe1To campaign campaign works to empower the public at large to recognize the warning signs of suicide, and know how to help someone who may be suicidal. This campaign also reminds us that suicide is a public health issue, and that we all can take responsibility for preventing suicide given the right knowledge and resources.

  • Smashing stigma continues to be the mission of the National Alliance on Mental Illness (NAMI). They take the opportunity of Suicide Prevention Week to encourage people to share their stories and experiences, and reject the stigma and prejudice that cause people to suffer in silence. Similarly, the American Foundation for Suicide Prevention is promoting the power of connection, and openly talking about mental health in everyday conversations.

  • Suicide prevention is a year-round effort. While it’s important to bring attention to the topic of suicide during special events and recognition dates, the American Association of Suicidology (AAS) has launched its #AAS365 initiative that focuses on suicide prevention each day of the year. They advocate continuously spreading awareness, advocating for research funding, developing innovative and effective treatment tools, being kind, and helping to educate others on things like resources and warning signs.

It is heartening to see how each year National Suicide Prevention Week grows in its reach and the number of people participating. It is clear that people are becoming more willing to talk about suicide, reach out to loved ones, and have conversations with others about it. One can see the initiatives outlined above in action and ultimately these conversations provide some of the best hope for reducing suicide rates.

To all the suicide prevention helpline volunteers and staff, researchers and doctors, advocates, people with lived experience, and suicide loss survivors — we thank you for your lifesaving work and for raising your voices this week and all year-round to help save lives.

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American Association of Suicidology Webinar: Autism Resources for Crisis Centers

On September 19th, 2018 at 12:00pm EST, the American Association of Suicidology (AAS) will hold a webinar titled “Autism Resources for Crisis Centers.” The webinar will be hosted by Autism & Suicide Committee Chair, Lisa Morgan, M.Ed. CAS, & Amelia Lehto, Crisis Center Division Chair, and moderated by Carla Patton. The goal of the webinar is to explain how to use resources specific to the autism community when an autistic person calls or texts a crisis line, as well as to describe how volunteers will use the resources to help autistic people. The webinar will cover the following topics:

  • Autism friendly resources for crisis centers
  • One page resource paper and supplemental pages
  • Utilizing this resource in crisis centers setting

After the webinar participants will be able to:

  • List the information on the one page resource and supplemental pages
  • Describe how to identify and work with autistic people on a call or text crisis line
  • Explain the benefit of addressing autism in their crisis centers
  • Implement this resource for frontline use in your crisis center

There is no cost to attend for AAS members, and non-members can attend for just $10.

To learn more or register for this exciting learning opportunity, click here.

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Harness your Contact Record data with the Contact Record Outbound API

In the past we’ve talked about APIs and how they help you do more with your data, especially in existing or potential partnerships. To briefly review, API stands for Application Program Interface, and it allows electronic systems to interact with each other without the need for the direct human intervention. That is, with an API no person needs to direct data traffic between two systems — the systems just talk directly to each other behind the scenes.

Much of iCarol’s discussion regarding APIs so far has been in reference to our Resource API, which allows you to take your resource data and use it to create custom searchable websites, build mobile apps, or contribute resource data to other projects. For instance, we have customers who have partnered with local libraries, hospitals and prisons to host their community’s service inventory on the partner’s website. Rather than the partner having to build and curate their own resource database, they pay their local Information and Referral service who uses iCarol to provide the information.

One thing is for certain: APIs are a leading way for our clients to harness their data and open up new avenues for partnerships and revenue streams. Now, this exciting technology is available for another area within the iCarol suite: Contact Records (a.k.a. Call Reports).

The Contact Record Outbound API provides a way for you to take the data from a submitted Contact Record and push it to an awaiting “restful API web service” or “webhook,” which would typically be owned or provided by the entity you are working with. The Contact Record data is pushed or transmitted one way.

How could you use this new data sharing capability at your organization? A few ideas:

  • Send all the contact record data you collect to a funder or partner’s system as part of your contracted service.
  • Send just the contact record data you collect in specific forms, such as intake forms, when contracted to provide a service for an entity such as a hospital, insurer, mobile crisis team, or other service provider.
  • Send contact record data to collaborative reporting systems or dashboards for trend analysis, and data-driven community planning to influence public policy.

At iCarol, it’s one of our deeply held beliefs that your data belongs to you. We see it as part of our mission and stewardship of that data to help you harness it to do more good in your community, provide continuity of care to people in need, and enhance your relevance and marketability as a community partner and vital provider of services. The Contact Record Outbound API gives you one more way to participate in collaborative partnerships, leverage your talents to help more people, and increase your funding.

If you are an iCarol customer who would like to learn more, please open a case with our Support Team. Not a customer yet? Contact us here.

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iCarol Attending the National Sexual Assault Conference

From August 29th through 31st, Polly McDaniel, Director of Business Development, and Eliisa Laitila, Solutions Expert Team Lead, will both attend the 2018 National Sexual Assault Conference (NSAC) in Anaheim, CA.

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 last year 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 survivors heal. In the year that followed we welcomed a number of new organizations serving this space into the iCarol network of users. 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, if you’re going to be at the NSAC conference, please stop by our booth in the Platinum 5 exhibit room 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.

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