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...
This is iCarol’s first time attending this conference, and we currently serve many organizations in this industry, including Aging and Disability Resource Centers, Area Agencies on Aging, helplines that curb senior isolation and loneliness, and senior-focused information and referral services. These organizations choose our solution because we empower them to:
Invite and document contacts from clients and their caregivers over a variety of communication channels: phone, in-person, web forms, and our integrated Live Chat and Texting.
Encourage No Wrong Door initiatives by enabling them to securely send information to partners, make warm transfers, and dispatch additional services.
Create and curate simple to complex community service inventories to share with clients and caregivers by phone, email, Text/SMS, and during Live Chat sessions.
Share searchable resource information on their own public websites, or the websites of partners such as senior centers, local libraries, and hospitals.
Engage in ongoing client contact to track client history and progress, ensure needs are being met, and to document customer satisfaction and outcomes.
If you’ll be at the conference, please stop by and see the team at booth 604 so that we can discuss how iCarol can help you. If you’re not in New Orleans for the conference, we welcome those interested in learning more about the iCarol solution to contact us to ask your questions or have a quick meeting to talk about your challenges so we can see how iCarol might help.
Reposted with permission from the original authors.
Congratulations to Kelly Brown, Director of 2-1-1 Services at Interface, for being one of the “2019 Women of the Year” in the 19th Senate District and the 37th Assembly District, an honor bestowed by California State Senator Hannah-Beth Jackson and Assembly member Monique Limón for her admirable 2-1-1 leadership in county and beyond, especially after last year’s tragic events.
Kelly is a nationally recognized 2-1-1 leader, sought after for her expertise and creativity. She’s tenacious, compassionate and oversees Interface’s dynamic 24-hour a day 2-1-1 Ventura operations. Kelly and her team has responded to countless local and national disasters, as well as the daily crises that flood into the 2-1-1 Ventura Contact Center ranging from serious domestic violence, homelessness and mental health crises. Our 2-1-1 Contact Center is growing as community partners see the huge value in leveraging 2-1-1’s reach and efficiencies.
Kelly will be honored together with Ventura County’s Kristin Decas of Port of Hueneme, Peggy Kelly from the Santa Paula Times and Jenifer Nyhuis of Vista del Mar Hospital during the 2019 Women of the Year Reception held on Friday, March 29th at Ventura County Credit Union in Ventura from 5pm-7pm.
When reached for comment, Kelly said:
“The work my team has done over the last couple of turbulent years has been difficult but the staff at Interface 2-1-1 have been able to rise up to meet the new challenges while maintaining the quality of our regular 2-1-1 work. I appreciate my Interface staff, our community partners, and our funders that have helped us to expand our range and reach in order to serve those that lost homes to disaster, and family members to violence.”
Each year, one of the largest gatherings of iCarol users takes place at the Alliance of Information and Referral Systems (AIRS) Training and Education conference. As a part of this conference, iCarol holds an all-day User Group Summit the Sunday before the conference officially kicks off. At this Summit, we hold the traditional User Group meeting that covers company plans, ongoing developments, and strategies for the year ahead. However, our User Group Summit is a more than just the user group meeting. We also offer free, in-depth and hands on iCarol training so our customers can get even more value from their iCarol systems, and elevate their I&R and technical skills at the same time.
We’re in the process of planning this year’s Summit, but we’d really like to know — What do you want to learn about?
We’ve put together a brief survey so you can share your thoughts with us, which we’ll use to ensure the topics addressed in the Summit are suited to our customers’ needs. Don’t miss your chance to share your ideas, the survey will only stay open until the end of the day on Thursday, February 14!
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 email with a password protected PDF file of the Contact Record, right within the iCarol system.
In what scenarios might you want to 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.
Once you click the “Make PDF” button, the options to print the PDF or send it in an email appear.
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:
From the left main menu of iCarol, click on ‘Admin Tools’
Click the ‘Calls’ tab
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.
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.
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:
Self-assessments or screenings
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.
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.
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.
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.
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!
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.
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.