Transgender Day of Remembrance, recognized each year on November 20th, honors the memory of transgender people lost to fatal violence and homicide. According to data provided by the Human Rights Campaign (HRC), at least 22 transgender people in the US were killed in acts of violence thus far in 2019. Worldwide, hundreds were killed. HRC notes that this is an estimation likely lower than the actual number of lives lost, because of the numerous difficulties involved in tracking these crimes. Reasons include the fact that crimes against transgender people are often underreported and people can be misgendered by the media, law enforcement, or even their own families when these crimes are reported.
Often times these tragedies can be directly linked back to anti-trans prejudice. And, even in cases where this direct connection cannot be made, it is often clear that the victim’s transgender identity in some way made them more at risk of being a victim of crime. For example, transgender people are much more likely to become homeless than people who are not transgender, and homelessness puts a person at a much higher risk of becoming a victim of a violent crime.
Transgender Day of Remembrance is a time to pause and honor each person, tell their story, and remember them. But scholar Sarah Lamble notes in Retelling Racialized Violence, Remaking White Innocence: The Politics of Interlocking Oppressions in Transgender Day of Remembrance:
None of us are innocent. We must envision practices of remembrance that situate our own positions within structures of power that authorize violence in the first place. Our task is to move from sympathy to responsibility, from complicity to reflexivity, from witnessing to action. It is not enough to simply honor the memory of the dead — we must transform the practices of the living.
It’s important to have discussions about violence against transgender people and talk about how we might be complicit in the circumstances of their deaths. How can we change that? What can we do to bring this number down to the only statistic that is acceptable — zero. Greater education about trans people and the issues they face is one important factor. Visibility and representation is another. As a society we can look at what programs and services, or legislation, can be enacted to better serve and protect transgender individuals. Even better, how do we build a more inclusive society where trans people are recognized as human beings worthy of equality and no longer seen as “other?” It’s only when all that happens that we may see anti-trans prejudice begin to decline, and violence against transgender people along with it.
You can read more about Transgender Day of Remembrance, find a local event or candlelight vigil, gather resources on trans issues, and learn what action you can take from the following places:
Beginning in 2011, when the United States Senate first recognized Information and Referral Services Day, November 16th was designated to raise public awareness and recognize the critical importance of the I&R field.
Every day thousands of people find the help they need quickly, conveniently and free of charge because of Information and Referral (I&R) services. I&R services come in all shapes and sizes, from crisis lines that provide their local community with a core set of human service referrals, to larger scale 2-1-1 centers providing comprehensive Information and Referral services to entire states or provinces covering many different topics and types of services.
Information and Referral is the art, science and practice of bringing people and services together and is an integral component of the health and human services sector. People in search of critical services such as shelter, financial assistance, food, jobs, or mental health and substance abuse support often do not know where to begin to get help, or they get overwhelmed trying to find what they need. I&R services recognize that when people in need are more easily connected to the services that will help them, thanks to knowledgeable I&R professionals, it reduces frustration and ensures that people reach the proper services quickly and efficiently.
The people who work these lines are consummate professionals who are often times like living, breathing encyclopedias; providing answers to questions ranging from, “Where can I get a free meal for my family” to “There’s a horse running loose in my neighborhood, who do I call?” We at iCarol are really honored to have so many Information and Referral services all across the world use our software to help provide these services to people who reach them via phone, chat, text, or through intake and screening forms or resource searches on their websites.
If you’d like to learn more about what iCarol does to support efficient referral management, check out this page of our website that goes over some of those features.
Happy I & R Day, everyone, and kudos on the awesome work you do connecting people with the services they need, and addressing the social determinants of health in your communities!
Learn more about Information and Referral:
In the industry we serve, collaboration is key. iCarol customers often need to join together with partners — another helpline, Community Based Organization (CBO), funder, or government office — to provide continuity of care to people in need, obtain funding, and enhance their relevance and marketability as a community partner and vital provider of services. At iCarol, we see it as part of our mission and stewardship of that data to help our customers harness it to do more.
What types of collaborations do our customers engage in?
- Sharing Resource Databases or Contact Forms with other contact centers in their statewide or regional network
- Making warm transfers to other service providers
- Engaging in after-hours call handling agreements
- Sharing service inventories/resource database records with local libraries, hospitals, and other interested entities
- Dispatching Mobile Crisis Teams or other services to people in need
- And much, much more!
We’ve helped so many customers with such a variety of collaboration project, we even wrote an eBook to share our knowledge and help organizations get their projects off the ground.
In recent years, Giving Tuesday has emerged as a counterbalance to the consumer based Black Friday, Small Business Saturday, and Cyber Monday shopping traditions. It serves as a reminder that the holiday season is about charitable acts of kindness and helping our neighbors in need.
Giving Tuesday (this year it’s held on December 3rd) is an excellent opportunity for non-profits and charities to tell their communities about the work they do and encourage charitable giving to their organization. Smaller organizations or those that may be completely volunteer based shouldn’t feel incapable of participating — you don’t need a dedicated marketing team to take part in Giving Tuesday. Below are some simple ideas to try that don’t take a large budget or tons of advanced planning.
- Simple Social Media
At a minimum, your social media accounts should publish posts about Giving Tuesday (remember to use the hashtag #GivingTuesday to maximize your reach!). Post throughout the day or schedule your posts ahead of time with social media management software like Hootsuite, Buffer, or Sprout Social. Posts should include a call to action, i.e. do you want them to donate? Volunteer? Learn more about your work? Become an advocate? Depending on the call to action, include links to applicable web pages such as your volunteer opportunity or donation pages. Posts can focus on the work you do, success stories (shared either with client permission or written to remove identifying info), milestones and achievements, goals, and other information that you’d like your community to know about you. Examples of general Giving Tuesday social media posts can be found here. We’re always happy to help you boost your Giving Tuesday social media messages, so be sure to follow us on Twitter so we can follow you back to see your posts in our feed, then we can retweet your message to our followers.
- Share Video or Photos
Images and video are more compelling than text-only posts, and most social media sites say that posts that include them get more views, so use them if you can. Your video doesn’t have to be Academy Award worthy — spontaneous and unrehearsed videos are authentic and give people a sense of who you are. Try a quick interview with a colleague about what they do and why they love working for your agency. Or maybe do a fast tour around the office showing everyone hard at work. It can even be as simple as a 30 second video talking about the work of your agency. Videos should be short and sweet, as most research shows short videos are the most watched. After taking the video you can usually do some light editing or clipping right on your phone before posting it to social media. If you’re feeling brave you can even do a live video right from your Facebook or Twitter app on your phone.
- Visit Your Neighbors
Hopefully your organization is lucky enough to have some supporters in the business community that work with you throughout the year by holding fundraisers or making donations. Giving Tuesday is another perfect opportunity to engage with your biggest fans. Perhaps they’d be willing to participate in a short video. Or maybe they’d do something as simple as keep a donation box or stack of your agency’s brochures at their register or other space in their business. Most businesses, especially those that already support your work, will welcome the opportunity to continue their advocacy during the holiday season.
- Meet and Greet
If your organization is open to the public then Giving Tuesday is a perfect time to invite people in so they can learn more about what you do and become a supporter. Let your reception staff know about Giving Tuesday and equip them with brochures and other materials to give out. Consider hanging a sign in your lobby or outside your building to encourage people to stop in and learn more about your work in celebration of Giving Tuesday. Don’t forget — the holiday season is a great time for recruiting volunteers, too, so make sure applications or volunteer information is on hand as well.
- Work Your Website
Your website is one of your greatest assets, so make sure your Giving Tuesday participation is prominently featured somehow. This can be accomplished through something as simple as a blog post or homepage image, or more advanced like adding a new temporary widget to your site that directs website visitors to your donation page, volunteer application, etc.
- Don’t Let Callers Off the Hook
If when people call you they first hear a general message or listen to a menu routing them to their desired destination, consider temporarily altering your greeting in honor of Giving Tuesday. This can be as simple as a 10-15 second “hello” wishing them a happy holiday season and inviting them to support your work, along with an invitation to visit your website for more information. This won’t add much at all to their wait time but will get your message in front of everyone who calls you.
Providing excellent customer service is a top priority for the iCarol team, and this year we enhanced the ways in which we serve our valued customers. Below are details about several new initiatives we have implemented this year.
Premier Support Package
iCarol offers a Premier Support Package. This includes all of the features of the Standard Support Package, as well as:
- Case responses for Premier Support subscribers will be prioritized.
- A member of the iCarol Support Team designated as the customer organization’s Technical Account Manager (TAM). This is an assigned member of the Support Team who will oversee all requests for ongoing training and support assistance.
- This also includes at least one scheduled 60 minute team screen share/call per month between the TAM and the Designated Support Contacts to be scheduled by the TAM.
- Additional iCarol team members may be brought in to best assist the client, but all interactions will be directed and managed by the TAM.
Contact us for more information
Expanded Support Hours
We have added weekend availability to our normal support hours. In addition to our previous hours of 8am to 8pm Eastern Monday through Friday, members of our Support Team are also available Saturdays and Sundays from 12pm to 5pm Eastern.
These are the hours during which our team is available to investigate and respond to support cases through the case management system, email, and live chat (Now available to all customers! See below for details!). In addition to these support hours, our technical and infrastructure teams will continue to monitor for system uptime and performance 24/7, and our Support Team has a process in place to routinely check the case queue for urgent issues at points beyond normal support hours, as has been our policy in the past.
Live Chat with Support
Our Support Team is available through Live Chat during normal support hours for all of our customers as a part of our Standard Support Package that is included with an iCarol system subscription. Designated support contacts can initiate a Live Chat session with members of the support team during normal support hours by taking the following steps:
- Log in to your iCarol system
- Click ‘Help’ in the left hand menu
- Click ‘Cases – contact the iCarol Support Team’ at the top of the screen
- Click the ‘Live Help Online’ button in the middle of the screen, OR the ‘Chat Now’ button at the bottom of the screen
If you are a customer and have any questions about the services outlined above, or if you would like to upgrade to Premier Support, please open a case with the Support Team. If you are a not an iCarol customer yet, please contact us. We would love to hear from you!
Many thanks to our current customers who have provided kind and valuable feedback since we implemented these new support options. Your input greatly assists us as we continue to look for ways to improve support delivery to you.
A Public Resource Directory (PRD) — the iCarol feature that empowers iCarol customers to allow their resource database to be accessed and searched on the web — is an invaluable tool, especially for 211s and other Information and Referral contact centers who need to provide their communities with modern ways to find help using self-service and other alternatives to making a phone call.
When a website visitor is browsing a PRD and collecting resources to pursue, they want easy ways to save the information so they can access it when they are offline, share it with a friend or family member who needs assistance, or simply keep a local copy of the resources they’re planning to pursue accessing services from.
iCarol customers using the Public Resource Directory 2.0 version can allow public visitors to their iCarol Public Resource Directory to download a PDF of a resource record, providing another option to make the resource record information portable, accessible, and shareable.
iCarol customers using the PRD 2.0 can learn more by accessing the Help Articles knowledge base when signed in to their iCarol web application.
One of the things I like most about Halloween is that it offers such a wide range of ways to participate and have fun. Horror movies not your thing? You can stick to fun activities like carving a jack-o-lantern and handing out candy to trick or treaters. And then there are the endless costume possibilities. You can be anything from a superhero to your favorite movie character to some very obscure cultural reference or the more traditional choice of ghost or vampire.
So with that range of costume possibilities and ways to have fun in mind, it’s always deeply upsetting to see Halloween become an event where mental illness is misrepresented and stigmatized. Some haunted house attractions are centered around “asylum” themes, or have a “haunted psych ward” component. Actors wearing straight jackets or wielding weapons chase visitors and shout lines about hearing voices. The message is very clear: Mental illness, and people who experience mental illness, are scary, violent, and to be feared.
In recent years, several costumes have been pulled from the shelves following pressure from mental health advocates. Unfortunately every year there are still a few new inappropriate and offensive costumes that pop up and make their way to stores and online retailers, and regretably they are eventually seen out in public at bars and parties. And each time one is sold and then worn, it perpetuates the stigma and misconceptions around mental illness.
These interjections of mental illness into Halloween are neither fun nor harmless, but keep in place harmful stereotypes. These attractions and costumes continue pushing the idea that a person living with mental illness is violent and should be avoided. Discrimination is still a problem for people living with mental illness, and every day those who experience symptoms choose not to seek help for fear of mistreatment. These depictions also hurt those who have experienced mental illness, especially those who have been hospitalized. Their deepest fears about what society thinks of them are realized when they see illness become a subject of fear-based entertainment.
It would never be acceptable to have haunted houses set in a hospice or cancer wing of a hospital, nor would we find cancer patient costumes to be appropriate. It’s important that we all speak up when we see mental illness being stigmatized, and stand up for those who have experience with illness and are negatively impacted by the perpetuation of stigma.
This week, Polly McDaniel, Director of Business Development, and Veronica Ross, Solutions Expert, are joining crisis center directors and staff from across the US at the National Crisis Center Conference in Salt Lake City, Utah.
The theme of this year’s conference is “Reaching the Summit: Innovate to Elevate.” Of the theme, organizers say, “During times of division and uncertainty, crisis organizations are needing to use their collective creative energies to remain relevant and sustainable. But challenging times can bring out the best in crisis organizations. We are excited to hear what innovative and creative programs and approaches are being implemented by our crisis organization colleagues.”
At iCarol, we are strong proponents of innovation as a means for a crisis center’s growth, improved efficiency, and better outcomes for the people they serve. We’re very excited to partake in the conversations at the conference this year, and to see how we can help crisis centers innovate to elevate their service delivery.
The two entities presenting this conference, CONTACT USA (CUSA) and the National Association of Crisis Organization Directors (NASCOD) 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 Polly and Veronica will be on hand throughout the conference to answer questions and talk about how iCarol can help. We look forward to seeing you!
CW: The following blog post discusses the topic of sexual violence and harassment.
On August 21st and 22nd, iCarol Director of Business Development, Polly McDaniel, and Solutions Expert Veronica Ross, will be in Philadelphia for the National Sexual Assault Conference.
This is our 3rd year at this particular conference, though organizations that address sexual violence prevention and help those who have experienced a sexual assault or other crimes have long been a part of the iCarol family. In the past few years though, iCarol has seen tremendous growth in the number of new organizations joining us that serve in this space. Over the course of many years serving this industry we have learned much about the unique challenges these organizations face, the nature of the work they do and the people they serve, and the tools they need to expand services in a cost effective but meaningful way.
One undeniable trend is the need to aid survivors through live chat or SMS/Texting, in addition to phone hotlines. While we’ve seen a monumental shift in public awareness of just how pervasive sexual violence is, and more willingness to listen to and believe survivors, there are still barriers in place that prevent people from sharing their stories. The means to ask for help in a way that makes people feel less vulnerable, or more anonymous, can make all the difference in helping someone break their silence and begin their next steps toward healing and recovery. We’ve spent the last several years actively working organizations to help them add on such services.
We’re also so excited to have seen how organizations that help survivors of sexual violence are expanding their services, and using innovative tools to do so. For instance, expanding their talent pools by allowing remote work, dispatching volunteer advocates to Sexual Assault Forensic Exam (SAFE) procedure, providing follow-up activities, and more services to support survivors.
If your organization supports those who have been affected by sexual violence, we invite you to review some of the resources we’ve pulled together to help you:
eBook: Choosing Software for Survivor Support Services
for Survivor Support Services
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. If you are going to be at the conference, please stop by the iCarol booth! If you have questions or want to set up a meeting to speak with one of our Solutions Experts, please contact us.
On Sunday, July 28 and Monday, July 29, iCarol Solution Expert Team Lead, Eliisa Laitila, will be at the National Association of Area Agencies on Aging (n4a) conference in New Orleans, Louisiana.
n4a is a is a 501(c)(3) membership association representing America’s national network of Area Agencies on Aging (AAAs) and provides a voice for the Title VI Native American aging programs. iCarol serves many organizations who are Area Agencies on Aging and therefore members of n4a, as well as other agencies in the aging and disability space. Aging and Disability Resource Centers, helplines that curb senior isolation and loneliness, and senior-focused information and referral services 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.
In some cases, Area Agencies on Aging and Aging and Disability Resource Centers are using statewide software systems, and local centers may not be empowered to use iCarol as their sole solution for service delivery. However, even in these instances iCarol can still help! Some centers use iCarol to provide important capabilities not included in a statewide solution, such as live chat or SMS/texting capabilities that expand services to a wider audience, public intake or eligibility screening forms, or web searches of available community resources.
For more information on how iCarol helps senior serving agencies, click here. If you’ll be at the n4a conference, please stop by and see the team at booth 203 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.