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iCarol

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...

iCarol virtually exhibiting at first ever AIRS E-conference

iCarol is very proud and excited to be an exhibitor at the first ever virtual Alliance of Information and Referral Systems (AIRS) E-Conference being held September 16-18.

The AIRS Conference is one of our favorite events of the year, so we’re very excited to take part in their virtual event beginning today. While things are a bit different this year, we are thrilled to see how resilient and adaptive the I&R community has been in response to the global COVID-19 pandemic. Amidst handling a record number of requests for their services the organizations and professionals in this space have found ways to innovate and reach even more people, often while working remotely.

For agencies serving older adults and those with disabilities, another industry highly active at this conference, they serve a population that is particularly vulnerable to COVID-19, who still require social connections and other services while maintaining social distance. Aging organizations have stepped up in amazing ways to provide consistency and reassurance.

Of course, it’s really no surprise to us that these industries have been so responsive to unprecedented challenges – 2-1-1s and I&R professionals are famous for their ability to find creative solutions to almost any challenge!

At our booth this week we have lots of information to share about our *NEW* iCarol features that empower 2-1-1s and other I&R services to:

  • Rapidly respond during disasters and other emergencies
  • Document data needed to submit reimbursement requests
  • Meet people on preferred communication channels
  • Collaborate with Community-Based Organizations to address Social Determinants of Health
  • Participate in CIE and No Wrong Door initiatives
  • Integrate with other software and systems
  • Provide Closed-Loop referral and collect outcome data

In the weeks, months, and even years ahead, communities will continue to face hardships around finances, housing, employment, food insecurity, and access to healthcare as a result of this pandemic. We hope during these busy few days of virtually learning at AIRS attendees will find time to stop by our 2-1-1 services booth or Older Adult and Disability services booth and learn about all the latest solutions iCarol has to offer to help 2-1-1s, Aging and Disability services, and other Information and Referral centers meet the challenges of today and tomorrow.

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Career Opportunity at iCarol: Solutions Expert

Do you have sales experiences, experience working in or with a not-for-profit, or Admin Experience with iCarol Software? If you said yes to two or more of these, you could be the person we need!

iCarol is currently seeking candidates to fill the position of Solutions Expert, which is a sales representative role. Below is our full job listing. Interested parties can apply using the link at the bottom of this listing!

Solutions Expert/Sales Representative

The Solutions Expert is a sales representative that is part of the Business Development Team and reports to the Director of Business Development. As a Solutions Expert, you will join the Sales Team with a primary focus on new prospects to increase new sales and help with the overall growth of the company, and additional sales to current clients to ensure stability for the future of the company.

As a Solutions Expert you will work remotely within Canada or the United States. Depending on location, an office may be available at one of our many offices, if the successful candidate prefers to work within an office setting.

What we are looking for:

  • Experience as a sales representative
  • Some technical aptitude
  • High character, be trustworthy, authentic, and do what you say you will do
  • A desire to learn with the ability to be trained, take responsibility for your actions, and are able to be coached to improve
  • Ability to work well autonomously, and be authentic in their abilities and demeanor
  • Self-starter and highly motivated for success

What would make you stand out:

  • Experience in information technology or software sales
  • Experience working in a not-for-profit setting or demonstrated understanding of not-for-profit structure and needs
  • Experience working with the iCarol solution, preferably as an iCarol Administrator

What we can offer:

  • 3 weeks’ vacation and 5 personal days
  • Comprehensive Medical, Dental and Vision coverage from your first day of employment
  • Employee stock ownership and 401K matching programs
  • Lifestyle rewards
  • Flexible work options

About us:
CharityLogic, a division of Harris Computer, is the makers of iCarol software. iCarol is the first and only commercially available, subscription based, helpline software management system that automates all the processes associated with managing contacts and providing iCarol Messaging (live chat and texting/SMS). While iCarol was originally built specifically for non-profit helplines, our solution serves not-for-profit agencies and government organizations of many different scopes and types who serve people in need not just over the phone, but in-person, on the web, and through live chat or texting conversations.

Apply Now

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Big Feature Announcement: ReferralQ, Capacity, and Provider Portals

We’re very excited to announce that iCarol is adding some brand new, big  features to our software on August 19!

ReferralQ

ReferralQ and Capacity Tracking enables you to document and track your partner Community-Based Organization’s (CBO) capacity to accept referrals, and update a help-seeker’s status as they work with your partner so you can obtain valuable outcome information. You’ll be able to:

    Assign a help seeker to one or more wait lists/referral queues for services to meet their needs
    Update a person’s wait list or queue status
    Track how long someone has been waiting for services
    Prioritize which help-seekers need attention first, determined by your own internal business practices
    And much more!

Learn More about ReferralQ

Provider Portal

If you subscribe to ReferralQ, you’ll have the option to add on a Provider Portal. TThe Provider Portal complements ReferralQ by inviting your CBO partners secure, direct access to view and update authorized ReferralQ information. With the Provider Portal your CBO partners can input their program’s capacity to take referrals, obtain Contact Record or Intake information about the help-seekers referred to them, and update the status of a referred help-seeker as they work with the CBO. They can:

    Obtain and review the referrals you made to them from wait lists
    Input live updates on their program’s capacity
    Update the statuses of referred help seekers

Learn More about Provider Portals

The wire frame below illustrates an example workflow for organizations that may wish to use ReferralQ and the Provider Portal.

wait list capacity and provider portal wire frame

These features are coming to iCarol in Q4 of 2020, but now is a great time to ask your questions and talk to us about using these features at your organization!

Schedule A Meeting Email Us

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July iCarol Support Training Advanced Reporting: Statistics – Analysis Area

In May, our Support Team began offering monthly training webinars. These training sessions will be consistently held on the third Wednesday of each month at 2pm EDT.

Our topic for July 15, 2020 at 2pm EDT is Advanced Reporting: Statistics – Analysis Area.

The goal of this training is to help iCarol users:

  • Understand what data is included in each Chart Type in Analysis area
  • Learn how to use the Filters and Tools available in the Analysis area, including:
    • Call (Contact) Content Filters
    • Standard Filters
    • Total Distinct Calls
    • Click here to see Contact Records that match these filters
    • Saved Chart Type
    • Drilling into charts
    • Exporting chart data to csv files
  • Consider different use cases for the various Chart Types, Filters, and Tools available

The Monthly Support Trainings are available exclusively to iCarol customers. To sign up, please sign into your iCarol system and navigate to the iCarol Help Center, where the registration link is provided in the Announcements area.

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iCarol’s Virtual User Group Session is Just Two Weeks Away!

It’s important to us that our customers still have the opportunity to connect with us, receive training, and have the option to participate in a user group session, even if this year we can’t hold the event in person.

Our first initiative to provide that continuity — the user group portion of our conference will become a virtual user group session — is now just two weeks away! The session will occur on Thursday, June 11 at 2pm Eastern time.

This virtual user group session is your chance to hear about the latest improvements and enhancements to iCarol, learn what we have planned for implementation in the coming months, and discuss and provide feedback to the iCarol Product Management team on what features you’d like to see implemented in the future. All customers or those exploring iCarol for potential use at their organization are welcome to attend.

Virtual User Group Exclusive: Attendees of this session will be the first to hear about a major feature release coming in Q4 of 2020! You won’t want to miss it!

During this session we will:*

  • Review released features and enhancements from the past year
  • Share features and enhancements in progress and coming soon
  • Discuss iCarol strategy and priorities
  • Invite your industry expertise and votes on top ideas
  • Share a sneak peek at an all new, major feature release coming in Q4 of 2020!

Learn More and Register

*We reserve the right to make adjustments to our schedule and topics prior to the event date.

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June iCarol Support Training: Managing Automated Verification Requests and Responses

In May, our Support Team began offering monthly training webinars. These training sessions will be consistently held on the third Wednesday of each month at 2pm EDT.

Our topic for June 17, 2020 at 2pm EDT is Managing Automated Verification Requests and Responses.The goal of this training session is to teach iCarol users how to manage their Automated Verification Requests and Responses, and configure what fields are visible to the verifier. This training is for iCarol customers who are subscribed to the Automated Verification feature, or those who are interested in learning more about subscribing to that feature.

Not sure what the Automated Verification feature does? Click here to learn more.

During this training participants will:

  • Review the Field Visibility Settings for Verifiers
  • Learn how to style your data entry for optimal outcomes
  • Understand the various request settings
  • Learn about response filters

The Monthly Support Trainings are available exclusively to iCarol customers. To sign up, please sign into your iCarol system and navigate to the iCarol Help Center, where the registration link is provided in the Announcements area.

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May is Mental Health Month

Much of the focus worldwide in recent months has been the global Coronavirus pandemic, including guidelines from staying healthy and avoiding contracting COVID-19 or passing the disease to others. And while this is obviously a critical topic, it should not be forgotten that our mental health, especially during the pandemic, is important, too.

May is Mental Health Month, and organizations around the world are sharing information about how to obtain and maintain good mental health.

Each year since 1949, Mental Health America and their affiliates have led observance of Mental Health Month. This includes release of an annual Mental Health Month toolkit, which you can download here. They also have a number of resources available on their Mental Health Month web page, this year focusing on topics such as Connecting With Others, Creating Health Routines, and Eliminating Toxic Influences.

The National Alliance on Mental Illness (NAMI) is focusing on the power of connection and supporting one another, and promoting their core message of eliminating stigma, by sharing the message that those who many be having mental health difficulties or experiencing mental illness are not alone. Mental health conditions affect approximately 1 in 5 individuals during a given year.

The Canadian Mental Health Association (CMHA) has a number of articles and resources available in recognition of Canada’s Mental Health Week (May 4-10) which are available here. CMHA calls attention to the fact that, when asked how they are, people and Canadians in particular often respond with, “I’m fine,” even if they are not. CMHA is promoting more social connection and “getting real about how you feel.”

We hope during this Mental Health Month, our blog readers will take the time to engage with these and other mental health leaders to learn more and promote better mental health for all people, especially in light of the daily stressors and crises we all face due to COVID-19.

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iCarol Support Team offering monthly live training sessions

With the cancellation of iCarol’s Annual Customer Conference, we will unfortunately miss the opportunity to provide our typical day full of in-person training on iCarol’s tools and features to help our customers carry our their work. However, to support our customers in the absence of this in-person event, the iCarol Support Team will begin offering monthly training webinars. We will use customer feedback and other data available to us to determine what topics to cover — ensuring that these trainings are providing the information you need and want most. These training sessions will be consistently held on the third Wednesday of each month at 2pm EDT.

The first monthly session will occur on May 20 at 2pm EDT, and is titled “Introduction to Reporting.” This training session will establish a foundation of understanding of the reports available in the Statistics section of iCarol, and provide fundamental knowledge about the data exports available in iCarol. This training can be considered a pre-requisite for future Support Trainings that will cover individual Statistics and Reporting topics in greater detail.

During this training participants will:

  • Receive a high level overview of Statistics and Data Exports in iCarol
  • Learn about the different reports and tools available in each area of Statistics
  • Review the data available in the Data Export tool
  • Begin to understand the relationships between the files included in the export

The Monthly Support Trainings are available exclusively to iCarol customers. To sign up, please sign into your iCarol system and navigate to the iCarol Help Center, where the registration link is provided in the Announcements area.

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Natural Sciences and Engineering Research Council of Canada Announces COVID-19 grants

The Natural Sciences and Engineering Research Council of Canada (NSERC) has announced a program providing $15 million in total support to stimulate collaborations between academic researchers and the public and not-for-profit sectors, and industry to address pandemic-related research and technical challenges. Support for up to $50,000 for one-year projects is being made available immediately and NSERC will process these applications in an accelerated fashion.

Who is it for?

University researchers collaborating with private-sector, public-sector or not-for-profit organizations.

How much and for how long?

Up to $50,000 for up to 1 year.

The objectives of the NSERC Alliance COVID-19 grants are to:

  • Accelerate the flow and exchange of research results and research expertise in the natural sciences and engineering sectors between academic researchers and public, not for profit and industry partners by supporting these organizations as they face challenges in relation to the COVID-19 pandemic;
  • Support research and analysis activities that address partner organization questions or issues in relation to the COVID-19 pandemic, leading to applications in the short term.

Deadline:

Applications will be accepted at any time until June 1, 2020.

Learn More and Apply

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Financial assistance for individuals, non-profits and small businesses affected by COVID-19

As the COVID-19 public health crisis remains, individuals and businesses continue to see a financial impact due to social distancing and stay-at-home orders implemented in the interest of public safety. A number of resources have been made available, including reallocation or reopening of funding processes for initiatives previously depleted of first round funding. Click the links below for more information about these initiatives in both Canada and the United States.

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