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December Support Training: Referral Q Capacity Tracking and Provider Portal

The iCarol Support Team holds monthly trainings on topics that our customers want more information about. These trainings are offered on the third Wednesday of every month at 2pm Eastern.

Our topic for the December webinar is ReferralQ & Capacity Tracking and Provider Portal features.

ReferralQ and Capacity Tracking enables you to document and track referrals to a particular service that you work closely with, including information such as the service’s capacity to accept referrals. The Provider Portal is a separate product that complements ReferralQ by inviting your partners secure, direct access to view and update authorized ReferralQ information. With the Provider Portal your 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.

We’re excited to share more information about these products with our customers on our next monthly training webinar!

Date: Wednesday, December 15
Time: 2pm Eastern

During this webinar, participants will learn:

  • What is the ReferralQ & Capacity Tracking feature?
  • What is the Provider Portal feature?
  • How can these features be used together?
  • What are some use cases for the features?

We welcome and encourage our customers to attend! You can find the registration link on the Admin Dashboard or in our Help Center announcements.

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Simple Ways to Make the Most of Giving Tuesday

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 November 30th) 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.

The COVID-19 pandemic continues to sideline a lot of projects, but Giving Tuesday shouldn’t be one of them. Yes, there are extra precautions to take and you may have to adjust your plans to keep everyone safe and comply with any restrictions in place. By now you’ve had to creatively adapt to a lot of things in 2020 and 2021 — doing so for this event should be no problem! In fact, you should lean into fundraising efforts now more than ever — experts share that donors are focused on giving to local organizations, especially those who have provided direct response to the Coronavirus pandemic. However, it is important that you are extra sensitive and mindful that donors themselves are likely having a tough time, so carefully think through your messaging.

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. Lean into content that focuses on how your organization has worked through COVID-19 to continue providing services, and why the services you provide are needed now more than ever. 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. If you’re working in an office, try a quick interview with a colleague about what they do and why they love working for your agency. Those working remotely can submit videos filmed themselves at home. Videos should be short and sweet, as most research shows short videos are the most watched. For more video guidance, check out this article by London based creative advertising agency Don’t Panic.

    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 platforms like TikTok, Facebook, Instagram, or Twitter, directly from a mobile phone.

  • Engage 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 post a short video to their social media feeds. 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. Many businesses are also motivated to align themselves with the work of non-profits especially now, to show that they are giving back to the community.

  • Work Your Website

    Your website is one of your greatest assets, especially now that so much of what we do is online rather than in-person, so make sure your Giving Tuesday participation is prominently featured there. This can be accomplished through something as simple as a blog post or homepage image, or more advanced like adding a new temporary banner or widget to your homepage 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.

  • Shop and Donate

    Did you know you can integrate Giving Tuesday into your donors’ other post-Thanksgiving activities like Black Friday and Cyber Monday? Some online retailers now offer donation integration as part of their shopping experience. The most well-known of these is the Amazon Smile program. Non-profits and charities can register their organization and shoppers can designate that agency as their charity of voice when shopping on the platform. Amazon donates a portion of eligible sales proceeds from those transactions back to the non-profit organization. It is remarkably easy for your donors to set this up when shopping — you simply need to get registered and promote it to those who support your work. Your donors can then do all their normal holiday shopping and support your services at the same time — WIN/WIN!

How is your agency planning to make the most of Giving Tuesday? Leave a comment below with your plans, or any ideas we may have missed! And be sure to follow iCarol on Twitter, Facebook, and LinkedIn, and we will try to share your Giving Tuesday post as our way of saying thanks for the work you do!

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This is a game changer – iCarol’s Resource Database API is now fully bi-directional

iCarol bidirectional resource api

Did you know that iCarol’s Resource Database API is now fully bi-directional?

What does this mean? iCarol Resource database records can now be created and/or updated using the API.

iCarol was a pioneer among the I&R and Contact Center Software vendors with our Resource Database API, which was first released in 2013.

We’ve done it again with these new enhancements that can now be done outside of iCarol, directly into to your iCarol Resource database using the Resource Database API:

  • Update, create, or delete resource records from external software systems
      Save time, increase efficiency, get new records from your partners quicker than ever—when time is of the essence

  • Decide to have new records and updates happen automatically, or as part of an automated verification process
      Maintain necessary control of how you want the partnerships to work, while having flexibility to change quickly as needed

  • And we’ve continued with the ability we’ve always had where you can provide different partners different key access with different permissions

Here are just some possibilities that have been discussed with this new enhancement:

  • Open the door to partnership ideas and revenue streams that were not possible before

  • Feed data to warehouses and/or reporting tools and accept changes to the records in iCarol from those external sources

  • Partner with other referral partners who may be on other information and referral software, in more ways than ever before

  • Allow more options to health and human service partners who need direct access your resource database and need to let you know of new additions and changes themselves

  • Make yourself more marketable to healthcare providers/for healthcare partnerships who may be interested in access to your resource database, and may want easier options to let you know of changes to resources

  • Collaboration, coalition and Community Information Exchange (CIE) efforts can be even more streamlined

An overview of capabilities that have been available for some time with the iCarol Resource API:

iCarol Resource API search details and public comments


And here’s what’s NEW:

iCarol API update method workflow

Now is the perfect time to explore what iCarol’s Bi-direction Resource API can do for your organization and your partners.

Are you a current iCarol user? As we’ve previously shared, our November Support Training is about the API! Join our webinar Wednesday, November 17th at 2:00pm Eastern. Register by signing in to iCarol and opening the iCarol Help Center where the webinar description and registration link is posted as an Announcement.

Get In Touch!

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iCarol Career Opportunity – Director of Business Development and Marketing

join out team written with colorful letters and lollipops

Director of Business Development and Marketing – Remote

We are currently accepting applications for the position of Director of Business Development and Marketing.

The team member in this position is responsible for the day-to-day management of the Sales department, including Marketing and Communications. This position manages all employees of the department and is responsible for the performance management, hiring and training of the employees within that department.

What your impact will be:

  • Gather and analyze market data and industry trends.
  • Develop relevant annual sales strategies that are congruent with market analyses of a competitive sector
  • Build and execute against aggressive growth plans
  • Build strong prospect/customer relationships
  • Generate leads through all necessary channels
  • Build a strong pipeline of qualified prospects
  • Attend sales presentations
  • Achieve sales goals and enable team to achieve targets through efficient management and constant support
  • Prepare reports detailing the status of all accounts
  • Prepare and maintain the monthly sales bookings forecast
  • Work to create a marketing brand
  • Oversee conference attendance and participation to help drive new business and grow the market awareness of the company.
  • Manage/realign territories as needed
  • Understand and monitor the win/loss rates to be able to determine ROI for each activity. Understand the sales cycle within each vertical and design sales strategies that drive organic growth.
  • Handle the financial resources (revenue and spending allocated to the department, cost control, etc.) and provide forecast updates and reporting as required.
  • Make sure customers are satisfied during and after service delivery and process complaints, if any
  • Be an ambassador for the use of iCarol and suggest best practices for its use
  • Some travel is required.
  • Collaboration with other iCarol teams and departments to seek out and share ideas for process improvements to help guide the company’s growth and ensure a quality product for our client base.

What we are looking for:

  • 3 to 5+ years of experience in software or institutional sales management
  • Superior oral and written skills
  • Demonstrated ability to determine and then transform customer needs/requirements into an opportunity for the company
  • Strong business development experience
  • Experience in client prospecting or seeking funding or partnership opportunities
  • High level of problem solving and analytical skills
  • Experience carrying a sales quota and achieving success of this quota Experience building out a high-performance team
  • Ability to work in a team and be hands on with customers in achieving their success
  • Strong critical thinking skills, decisiveness, and willingness to appropriately accept risk
  • Experience in industry, technology needs associated to industry, and in introducing new products is an asset
  • Experience with Zoho CRM and managing a CRM as an administrator.

What will make you standout?

  • iCarol software experience
  • Previous experience selling to charitable or non-profit organizations, securing funding, or building successful partnerships/programs, for a non-profit is preferred.

Learn More and Apply

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Stigma is Scary – People Living With Mental Illness Are Not

pumpkins stacked on top of a bale of hay

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 (in normal, non-pandemic years at least). 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 regrettably 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 by the public, or that their relationships with family and friends will suffer. 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.

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iCarol Career Opportunity – Client Support Implementation Specialist (CSIS)

join out team written with colorful letters and lollipops

Client Support Implementation Specialist (CSIS) – Remote

Are you a current or former user of iCarol Software with a belief in and passion for the missions of non-profit helplines and contact centers? Would you enjoy guiding new iCarol users through their onboarding process as they prepare to use iCarol at their not-for-profit helpline? Do you enjoy troubleshooting problems to find solutions, and guiding people to answers that will help them? If you answered “yes” to these questions, you could be the next member of the iCarol Support Team!

We are currently accepting applications for the position of Client Support and Implementation Specialist

The Client Support and Implementation Specialist 1 (CSIS1) is responsible for implementing new name and back to base sales, answering complex questions, contributing to a knowledge base, and advocating for the needs of the client. The CSIS is accountable for ensuring continuity of computer system services by providing the technical expertise, the assistance and project coordination necessary to maintain computer software products, and resolve technical problems.

What your impact will be:

  • Configure new systems and features and train clients how to use iCarol to best meet their organizations’ needs
  • Monitors and answers incoming support chats and tickets, working directly with customers to help solve problems
  • Resolves issues or escalates issues to CSIS2 when more expertise is needed
  • Assists with release management by testing bug fixes and software enhancements, and other upgrade rollout tasks as required
  • Stay abreast on the latest developments in software through self-learning/training
  • Uses discretion to effect timely solution of problems to ensure customer satisfaction, eliminate downtime and prevent cost overruns
  • Maintains client relationships
  • Aids in creating and providing support documentation
  • Identifies solutions for customers related to potential up sales, escalating to the Sales Team when needed
  • Exercises sound professional judgment in analysis of problems to: (1) attempt hardware/software solution by screenshare, or (2) decide proper level of maintenance required to solve problem
  • Other duties as assigned

What we are looking for:

  • Honesty, patience, and motivation are core values of the iCarol team
  • A passionate belief in the mission of help lines and respect for their callers
  • A high degree of responsiveness to client requests and issues
  • Strong proficiency and comfort using computers and the web
  • General to intermediate knowledge of computers, internet browsers (Internet Explorer, Google Chrome, Mozilla Firefox, etc.) and Microsoft Office products (Word, Excel, PowerPoint)
  • Project management skills will be a plus
  • Due to the nature of the work our clients do (ie. you will have access to client ePHI), our policies require you to sign a confidentiality agreement and pass a basic criminal background check in addition to annual HIPAA security training.

What will make you standout?

  • At least 2 years of experience working at a help line, preferably both on the phones and in an administrative role
  • At least 2 years of experience as an iCarol Admin
  • Bachelor’s degree preferred

Learn More and Apply

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iCarol Career Opportunity – Inside Sales Professional

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Inside Sales Professional – Remote

Do you have understanding or experience working with not-for-profits?

Are you a self-starter, charismatic, and highly motivated with some prior success in hunting for, identifying, qualifying, and closing high quality business opportunities?

We’re seeking an Inside Sales Professional to join our Business Development team! As an Inside Sales Professional you will be responsible for closing leads, as well as hunting for new opportunities.

What your impact will be:

  • Identify the needs of the customer, demonstrate the benefits of the software, and present the iCarol solution to not-for-profit organizations, growing the customer base with new clients, as well as enhancing relationships with existing customers
  • Hunting and qualifying new business opportunities
  • Qualifying and closing high quality business opportunities
  • Finding the best solution to fit the needs of our customers

What we are looking for:

  • Experience working in a not-for-profit setting or demonstrated understanding of not-for-profit structure and needs
  • Technical aptitude
  • Proven sales experience
  • 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 can be coached to improve
  • Ability to work well autonomously, and be authentic in their abilities and demeanor
  • An inquisitive, self-starter, highly motivated for success

What would make you stand out:

  • Experience working with the iCarol solution
  • Previous direct sales experience, an understanding or experience working with not-for-profits
  • Experience selling SaaS
  • Experience in information technology or software sales

What we 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

Learn More and Apply

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Utah CALL-UP Uses iCarol Public Web Forms to Connect Physicians with Psychiatric Consultation

Even with increased awareness and understanding about mental health and mental illness, mental health care, particularly psychiatric care, can still be difficult to access. This often leaves Primary Care Physicians (PCPs), nurses, and other healthcare workers on the frontlines of mental health care in the United States.

However, in Utah PCPs can access specialized psychiatric consultations through the Consultation Access Link Line to Utah Psychiatry (CALL-UP) Program. This legislative funded program is designed to address the limited number of psychiatric services in Utah and improve access to them, and serves patients at no cost to providers or patients in the state of Utah.

iCarol is proud to play a role in the service delivery of CALL-UP, through CALL-UP’s use of iCarol for psychiatrist on-call shift sign up, CALL-UP program documentation to maintain state funding, and through iCarol’s Public Web Forms.

Here’s how iCarol fits into the service delivery workflow of the CALL-UP program in Utah:

  1. The on-call service for psychiatry consultation is available Monday through Friday from 12:00pm to 4:30 pm. Participating psychiatrists are invited by the CALL-UP program administrators to sign into the iCarol system to sign up for shifts where they will be on-call for consultations.
  2. Primary Care Physicians (PCPs) are instructed to contact the CALL-UP program to request a consultation. If the PCP calls in, CALL-UP staff collect basic demographic, needs, and other important data from the PCP in order to comply with state funding requirements, which is input by the phone specialist into iCarol, using an iCarol Contact Form. Then, they can forward the call to the on-call psychiatrist for the consultation to occur.
  3. PCPs can also request a consultation online, using an iCarol Public Web Form. The form has a built-in screening element that first ensures the requestor is a physician, as this is a requirement for program access. If they are not a physician, a prompt instructs them to please contact their doctor.
  4. If the requestor is a PCP then they continue to use the form to provide the information needed to obtain a consultation, including the demographic and other information required to maintain state funding.
  5. Once the Public Web Form is received by CALL-UP staff, they have the information they need to contact the PCP requesting consultation, and connect them with the on-call psychiatrist. Because the iCarol Web Form is simply a publicly available iCarol Contact Form, they already have the data they need, automatically submitted to iCarol with the form, to meet their reporting requirements.

For more information about Utah’s CALL-UP Program, visit https://uofuhealth.org/call-up.

Want to learn more about Public Web Forms and talk through how they might be used for your program or partnership?

Email Us   Schedule a Meeting

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USA Today: Child care providers grapple with a worker shortage

childcare professional seated at a table playing with children

According to a recently published report in USA Today, the child care industry in the United States has been one of the industries hit hardest by worker shortages. The closing of most day care centers early in the pandemic resulted in over 373,000 employees laid off or furloughed. According to the U.S. Labor Department, the industry has only recovered 70% of its pre-pandemic workforce.

The childcare staff shortage has caused childcare centers to be stretched thin, forced to reduce capacity and often increasing costs for parents and caregivers. Childcare workers bear a heavy workload due to the shortage, and parents unable to find affordable and reliable childcare must often leave the workforce themselves.

Click here to read the full report.

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Postpartum Support International seeks Data Manager/Quality Improvement Specialist

Postpartum Support International (PSI) is searching for a qualified candidate to join their team in the role of Data Manager/Quality Improvement Specialist.

PSI is looking for someone to manage the Case Management Software and HelpLine reporting. This is a work-from-home position and is fully remote. You are the sole Data Manager/Quality Improvement Specialist in the organization, providing database and quality improvement management, and communicating with non-technical staff and board in our non-profit organization.

Resourcefulness is a necessary skill in this role. You should be able to diagnose and resolve problems quickly. You should also have the ability to communicate with a variety of interdisciplinary teams and users, and the ability to show patience along with a clear understanding of technical issues while explaining in clear terms to non-technical staff. Candidates must be comfortable in an environment that priorities diversity, equity, and inclusion, and in an organization that works to address systemic inequities.

Your goal will be to ensure that our technology and network infrastructure runs smoothly and efficiently, and to coordinate with a variety of internal stakeholders regarding the specifics of their web pages, database information, and related technical systems.

The Data Manager/Quality Improvement Specialist reports to the Hotline Project Director and works collaboratively with other staff, board members, and Case Management System vendor to implement strategic solutions.

Primary responsibilities include:

  • Manage and optimize Case Management Software application, status, and improvements for HelpLine/Hotline Operation
  • Devise and establish database management and quality improvement systems to support the implementation of organizational strategies
  • Oversee database management and quality improvement, monitor key performance indicators, and evaluate them according to established goals
  • Research and implement technical improvements and solutions to database system and communication integration
  • Monitor performance and maintain systems according to requirements
  • Make recommendations to improve key performance indicators
  • Troubleshoot issues and outages, work with team to respond to surges or natural disasters
  • Develop expertise to assist in staff and volunteer training in case management system
  • Assist in the development of internal documentation of database case management systems
  • Resolve technical issues, detect patterns of occurrences and coordinate with staff regarding handling resolutions to persistent problems
  • Manage data collection, surveys and reports, including monthly and ad-hoc reports, as needed
  • Contributes to the interpretation of data analysis and reports. Presents findings in easy-to-understand terms.
  • Use on demand and ad hoc queries and reports to review, monitor, and report on evaluation outcomes

In order to qualify for the role, the ideal candidate will possess the following experience:

  • Database management: 2 years (Required)
  • Quality management: 2 years (Required)
  • QA/QC: 2 years (Required)
  • English (Required)
  • US work authorization (Required)
  • Bachelor’s (Preferred)
  • Microsoft Excel: 5 years (Preferred)
  • Survey design: 1 year (Preferred)
  • Network monitoring: 1 year (Preferred)
  • One to three years of related experience is required
  • Experience working with data management systems and reports. Experience with iCarol CMS preferred.
  • Experience with data collection, entry, quality assurance, visualization, and reporting
  • Experience with survey and assessment design
  • High level of computer proficiency
  • Degree in social science, statistics, or a related field

This remote work position pays a salary of $70,000 USD per year and benefits include: Health and Vision Insurance and Health Savings Account; Tuition Reimbursement; Employee Discount; Retirement; Paid Leave, and more.

This blog contains highlights and excerpts from the job posting. Click the button below to learn more and apply for this position.

Learn More and Apply

iCarol is posting this career opportunity on behalf of Postpartum Support International. Postpartum Support International is an equal opportunity employer. Postpartum Support International will not discriminate and will take measures to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran’s status, sexual orientation, gender identity or gender expression. www.postpartum.net

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