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World Health Organization focuses on Youth this World Mental Health Day

October 10 is World Mental Health Day, and it’s a day every single person can and should participate in. Every person should be aware of the state of their own mental health, be able to recognize the signs that they are stressed or ill, and know what to do when that happens. And while this is important regardless of one’s age, this year the World Health Organization is placing a focus on child and adolescent mental health.

Half of all mental health conditions start by age 14, but most cases go undetected and untreated until many years later or often not at all. Suicide is the second leading cause of death among those aged 15-29. Depression and eating disorders are top concerns for youth, as is alcohol and drug use that can lead to unsafe behavior. Even under the best circumstances, adolescence and young adulthood are challenging times. Not only do youth experience physical, hormonal, and emotional changes that can be uncomfortable and confusing, but youth are also dealing with academic and societal expectations and challenges. Young adults are facing major life changes such as choosing how to begin their futures, starting university or their first jobs and beginning to navigate adulthood when they may very much still feel like a child. While all this is exciting, it’s also stressful. And, if these pressures aren’t managed well with healthy coping strategies, mental health conditions can and do develop. Besides all the expected challenges of adolescence, we mustn’t forget the number of youth worldwide living in areas affected by war, natural disaster, health epidemics, conflict, and humanitarian emergencies. Young people living in situations such as these are particularly vulnerable to mental distress and illness.

Thankfully, there is a growing focus on prevention and building resilience that could make a difference in the lifelong mental health of youth everywhere. The first step is greater awareness and understanding of mental health as a part of overall health and wellbeing, and knowing the first symptoms of mental illness. The removal of stigma associated with mental illness, and access to proper care are also a vital part of building a more mentally healthy world. And of course, parents, teachers, guidance counselors, and other adults who interact with youth have a role to play in helping children build life skills that help them cope with challenges in healthy and constructive ways so that serious mental health conditions are less likely to become an issue.

WHO encourages governments worldwide to invest in the social, health and education sectors and support comprehensive, integrated, evidence-based programs for the mental health of young people. In particular, programs that raise awareness among adolescents and young adults of ways to look after their mental health and programs that help peers, parents and teachers know how to support their friends, children and students.

Resources, fact sheets, shareable graphics and more can be found on the World Health Organization’s website.

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October 7-13 is Mental Illness Awareness Week

iCarol Webinars

The first full week in October is recognized as Mental Illness Awareness Week, and both Mental Health America and the National Alliance on Mental Illness (NAMI) are making stigma their topic to focus on for the week.

NAMI has launched CureStigma.org. The site provides a quiz that helps visitors assess their own stigma towards mental illness, and provides stories of hope and other resources.

Mental Health America similarly hopes to turn the focus on reducing the stigma that still surrounds mental illness. Their site encourages everyone to take a mental health screening and share the results with others to show that checking up on your mental health is nothing to be ashamed of, and that it’s okay not to be okay. They also encourage social media shares using #ThingsPeopleSaidAboutMyMentalIllness to spread awareness of the kinds of comments about mental illness that are hurtful.

While things are getting better, stigma remains a barrier standing in the way of more healthy discussions and solutions surrounding mental health. With 1 in 5 Americans affected by a mental health condition, stigma creates an environment of shame, fear and silence that prevents many people from seeking help and treatment.

For more information on Mental Illness Awareness Week, including graphics and suggested social media posts your organization can share, visit http://www.mentalhealthamerica.net/MIAW and https://www.nami.org/miaw.

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What is the Pre-Chat Survey Queue Indicator and How is it Used?

The Pre-Chat Survey Queue Indicator gives your organization the ability to include questions in your pre-chat survey that, depending on the answer selected, triggers a corresponding indicator with the conversation when it’s under ‘Waiting in Queue’ and ‘Your conversations’ (found on the main Messaging page). This can be used to aid your volunteers and staff to quickly triage/identify which conversation they should join next based on how the help seeker has answered specific questions set up by your organization.

Your organization may wish to use this feature to indicate any of the following for your conversations:

  • Needs: Add one or more questions for the help seeker to identify their need or concern (e.g. mental health, finances, relationships, etc.)
  • Contract Type: Add one or more questions for the help seeker to identify what contract/service they are inquiring about (e.g. mobile crisis intake, tax assistance, health insurance navigators, coordinated access, etc.)
  • Risk Level: Add one or more questions for the help seeker to answer that can be used to gauge their risk. (e.g. suicide, self-harm, or runaway/homelessness risk)

For example, you may wish to include a question like the one you see highlighted below:

Depending on how the help seeker answers that question, when the conversation appears on your main Messaging page, you’ll see the indicator associated with the answer that your organization setup:

Notice in the screenshot above the text box with some additional information about the help seekers’ concern; this appears when your vols-staff hover their mouse over the indicator and can help them further prioritize which conversation they should join next.

In the example we’ve been looking at, we chose to include just one question that is used to determine which indicator appears for the conversation. But, you have the option to include multiple questions to determine which indicator appears for the conversation. Let’s look at one possible way you could set up multiple questions to use for this feature. For example, you may wish to ask the three questions highlighted below to assess a help seeker’s risk for suicide and create corresponding indicators for High, Medium and Low Risk. Values you assign to each answer will determine the ultimate risk level that appears on the main Messaging page:

The Pre-Chat Survey Queue Indicator feature is included with all Live Chat Messaging subscriptions. If your organization is interested in finding out more about this feature or wants to get started with the setup, sign in to your iCarol system and click here to read the related help article to learn more.

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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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What is the iCarol Assessment Gauge, and How is it Used?

The iCarol Assessment Gauge is a highly configurable feature that is included with your core subscription to iCarol. It is most commonly used to assess two different situations: Eligibility or Risk.

What is it?

The Assessment Gauge is a series of questions you can embed into your iCarol Contact Form. Potential answers to each question are presented in a matrix format. Behind the scenes, the answers for each question have a weighted score. As a specialist goes through the assessment and marks an appropriate answer, these answers help form an overall quantitative measurement of either risk or eligibility, depending on how the form is being used.

The way you use and setup the Assessment Gauge is entirely up to your organization. Some examples of situations in which your organization might make use of the Assessment Gauge could be, but are not limited to the following:

Eligibility Assessment Examples:

  • Follow-Up Eligibility
  • Health Insurance Enrollment Eligibility
  • Tax Assistance Eligibility
  • Mobile Crisis Team Referral Eligibility

Risk Assessment Examples:

  • Mental Health Intake Priority
  • Suicide Risk Assessment
  • Disaster Risk Assessment
  • Domestic Violence Assessment
  • Homeless Diversion Program Assessment

This feature has been available for several years in iCarol, however we have made updates to the tool with the Contact Forms V5 Upgrade, including:

  • More user friendly with an updated look
  • Faster response as you answer questions
  • Scrolls with the page instead of being stationed in the top right corner

    You can choose to add the Assessment Gauge directly within an existing contact form:

    Or create a new related form for assessments that only take place during a sub-set of your interactions.

    You could also add the assessment in both contexts; one on the original or “parent” form, and others on related forms. It’s important to note that there can only be one assessment on each iCarol Contact Form.

    How it works

    As users answer the assessment questions, the gauge moves up or down depending on how the answers are weighted, something decided and set up by your organization. Below is an example of how a set of questions in a suicide assessment may add up to create the gauge shown below. Based on the weights of the answers, this person was assessed as being very high risk.

    To learn more about this feature and learn how to get started with setting it up in your system, read this help article and have a designated Support Contact from your organization submit a case requesting assistance.

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  • Why some populations are resistant to voice calls

    Raise your hand if this scenario sounds familiar: You, and many of your volunteers and staff, agree that you should add new communication channels like live chat or texting to your not-for-profit’s service offerings. But, there’s one big problem—your CEO, Board of Directors, or funders aren’t yet convinced.

    Perhaps they see your current call volume is healthy or growing, and they mistakenly feel this is a sign that communication by voice call is sufficient, just as in demand as ever, and your community doesn’t need or want these new channels. On the surface that takeaway is understandable, but it’s also wrong.

    Current call volume is a poor indicator of whether or not people need support through texting/SMS and live chat. Here’s why: If voice calling is the only option to reach you, and you provide needed services over the phone, of course the calls will be there. It’s not about how many people are calling. It’s about who’s not calling.

    When you only provide emotional support, information and referral, and crisis intervention over the phone, you’re not serving the members of your community who need your services but won’t—or can’t—use the phone to access them.

    Youth

    We recently asked an iCarol user how she convinced her board to fund her live chat and texting service, and she said, “I just asked them, ‘Have you ever met a teenager?’” Her point being that teens simply don’t call hotlines, at least not in significant numbers. In fact, this is one area where our clients do report declines in call volume. Many of the organizations we serve report that people under age 25 are their smallest represented demographic. Of course, we know youth aren’t free of interpersonal crisis, financial troubles, food insecurity, abuse, suicide ideation, and any number of serious issues. In fact, we know that for many of these issues, youth are desperately in need of outreach and support. According to the CDC, suicide is the second leading cause of death during adolescence through young adulthood. Girls and young women between the ages of 16 and 24 experience the highest rate of intimate partner violence—almost triple the national average, according to a study by the US Department of Justice. According to the National Alliance on Mental Illness, of the 1 in 5 people living with a mental health condition, half developed the condition by age 14 and 75% by age 24.

    Taking that first step to ask for help or advice is tough for anyone. But for teens, expecting that first contact to come in the form of a phone call is even harder. People under 25 are digital natives, meaning they grew up with communication technology like live chat, texting, social media, and other chat apps. Use of these mediums comes naturally to them while voice calling may feel more awkward and less convenient, unnatural even. A 2015 study by the Pew Research Center on teens, technology, and friendships found that teens reserve phone calls for their closest friends, while they prefer building new friendships over text messaging. It takes a level of established trust and familiarity for them to talk over the phone with someone. So, think of your helpline as a new friend. It’s less likely that a young person will dial the phone to talk about a problem or sensitive issue with you, but they may be willing to text you or chat with you.

    Privacy and Anonymity

    Unfortunately, no matter how common and normal someone’s personal struggle may be, they may feel embarrassed or ashamed about it. There is an enormous effort across many different industries—suicide prevention, mental health, intimate partner or sexual violence to name a few—focused on removing the stigma and societal judgment associated with these issues. While those efforts are certainly helping, shame remains a barrier to getting help for many people in need of assistance. They may have a tough time saying aloud what they’re going through. They may be afraid that someone will overhear the conversation. Think of a LGBTQIA teen who is working through their identity and struggling with how or when to come out to friends or family. They may be very averse to making a phone call that could easily be overheard by parents, siblings, or friends. Or, consider a young woman who has recently been raped or sexually assaulted by someone she knew and thought she could trust. She could be feeling shocked, betrayed, and may even be blaming herself. In these and other scenarios, the person is likely feeling scared and vulnerable, and being able to type about it privately, silently, and anonymously with a caring and confidential source may be much more appealing than making a call.

    Safety

    Sometimes the need for silent communication isn’t so much about preference as it is about self-preservation. Voice communication could actually prove dangerous in certain situations. A few years ago there was a very powerful ad shown during the Superbowl by the group NO MORE. The ad featured shots of the interior of a home in disarray, with items knocked over and strewn on the floor. As we see these visuals we hear a recorded 9-1-1 call between a woman and an operator, though oddly the woman is trying to order a pizza. At first confused and taken aback, the 9-1-1 operator realizes that the woman’s “pizza” call is a ploy to foil an abusive partner because she is unable to call out for help but needs an officer to visit the home. You can watch the ad here.

    The ad reminds us of the importance of silent communication for the purposes of safety in certain scenarios, and even 9-1-1 and other emergency centers are responding by text-enabling their services. Not all situations are as dire as the one shown in the ad where there is an active, life-threatening attack. While some may need a silent way to request active rescue, others may need to reach out to discretely chat or exchange SMS messages about their abuse to receive emotional support and empowerment without their abuser overhearing, which could escalate the situation and cause harm.

    Making Accommodations

    When providing a community service, it’s important to be inclusive and mindful of the needs of different groups and cultures and mitigate potential access barriers. The Deaf community and people with disabilities in particular can become isolated from essential services when their needs aren’t accommodated.

    Offering assistance through live chat and texting can ease the path for people who are disabled or deaf. When someone has a disability affecting their speech in some way, verbal communication can not only be less therapeutic, but it can add frustration to their situation. However, they may find written communication a viable alternative. And, while there are interpretation services such as video relay available to the Deaf community, many would prefer to communicate directly with a helpline counselor without a third party present, especially when discussing sensitive or private issues. Written communication directly between the deaf person and an organization’s volunteer or staff member may help them feel more connected with the agency and, by extension, any plans, referrals, or problem-solving strategies they arrived at with the specialist’s help.

    Adding new communication channels to your service offerings requires a culture shift and open mind among leadership, program managers, and frontline staff alike. While there are some who need convincing, we hope by now the evidence is clear: Use of communication channels like chat or SMS/texting is not a passing fad. They have become widely adopted, permanent fixtures in our society. Offering these service alternatives is not just smart business practice needed to remain relevant, but a vital form of outreach to populations that find themselves cut off from needed services only offered on traditional channels.

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    DMAX Foundation wants to know about your stress

    Are you stressed?

    DMAX Foundation has launched its “Everybody Has Stress Survey.” Tell us what stresses you out, how you cope, and who you talk to about it. Take our survey, and you can find out what others who have already taken the survey think AND you could have a chance to win: www.dmaxfoundation.org/survey

    If you feel stressed, you are not alone. According to the American Institute of Stress, 73% of Americans regularly experience psychological symptoms caused by stress. The definition of stress is hard to pin down, but most people associate stress with the negative thoughts and feelings it causes which can result in anxiety, depression, trouble sleeping, anger, and difficulty regulating emotions.

    What’s worse is that chronic stress can lead to serious chronic auto-immune diseases, hormonal imbalances, and weight gain. And what a cruel cycle this causes, as worry over health is the #3 largest stressor among Americans, after Job (#1) and Money (#2). Yes, stressing about your health can lead to illness, which will in turn increase your stress about health.

    According to the National Alliance on Mental Illness, over 70 percent of mental health conditions, including anxiety from stress, have an onset before age 24. Research reveals that over the past 12 months, 61% of college students have felt overwhelming anxiety, 39% have felt so depressed they can’t function and 12% have contemplated suicide. Yet college counseling services are often overburdened and understaffed. College students need alternative resources to help them with the difficult emotional concerns that late adolescence and young adulthood often bring.

    DMAX Foundation is establishing DMAX Clubs on college campuses as trusting environments for students to have honest everyday conversations about mental health so they can understand and help each other. DMAX Clubs help reduce the sense of isolation and hopelessness for students who may be suffering from mental or emotional issues and can’t or don’t seek the help they need.

    Do you know a college student who might be interested in a DMAX Club:

    Starting a new Club at their college? Joining an existing Club at Penn State University Park, Temple, Drexel or Elon? Would you like to be involved with DMAX Foundation as a volunteer, donor or sponsor?

    Email us at info@dmaxfoundation.org or visit www.dmaxfoundation.org

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