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:
And here’s what’s NEW:
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.
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.
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
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
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
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:
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.
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.
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.
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.
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.
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.
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)
US work authorization (Required)
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.
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
Each year during the first full week of October, mental health organizations draw attention to mental health conditions through Mental Illness Awareness Week.
Mental illnesses are medical conditions that effect millions of people, however they are still misunderstood and stigmatized, and those living with these conditions still face prejudice that those with other medical conditions don’t experience.
The aim of Mental Illness Awareness Week is to provide public education highlighting the fact that these illnesses are medical conditions and should be treated as such.
For more information on Mental Illness Awareness Week, and to participate with promoting the efforts around public information on mental illness, visit these resources:
Data shows that when specialists respond to mental health crises, everyone is safer and outcomes are better. That’s why communities everywhere are investing in crisis intervention teams as an alternative to 9-1-1 and law enforcement in response to crisis, suicide ideation, homelessness, substance abuse, and more.
One way iCarol organizations are improving their workflows around Mobile Crisis Dispatch is by using Public Web Forms.
Our Public Web Forms are essentially a public-facing version of the same forms our customers use internally in the iCarol web application to log their contacts with clients, collect data, and provide resource and referral information. When placed on a website, these forms can be used for purposes such as intake and eligibility screening or service requests. Once a form is submitted by the web visitor, it arrives in the iCarol system as a completed Contact Form where it can be dispositioned as appropriate by contact center staff, and work with other elements of iCarol to take their purpose even further.
One example of how our customers use Public Web Forms is for Mobile Crisis Team dispatch. In a traditional workflow, someone in need of Mobile Crisis might call the contact center, and a specialist will process their request and complete an intake form over the phone, print it, and fax it to a team who will respond in person. In some centers using disparate systems for different departments, they may even encounter processes where paper or electronic forms are passed between departments requiring specialist to do manual data entry for their data collection.
A Crisis Team Dispatch workflow using a Public Web Form may look something like this:
A crisis services provider has a web page outlining their Mobile Crisis offerings, and places the link to a request form on the web page.
The person requesting response fills out the form, configured by the provider, requesting services and providing information about the situation.
If certain criteria must be met in order to request services via form, a pre-screening element can be built in which directs the person to call instead and speak to a specialist live, if they don’t meet the eligibility requirements to submit a form online.
Submitted forms arrive in the iCarol system and certain staff are notified of submission by email.
The specialist opens the form, contacts the requestor if necessary to fill in additional information, and explain to the requestor what will happen next.
The form is shared with the team providing the direct Mobile Crisis response. In iCarol, forms can sent in many ways: password protected and emailed within the system, sent to a secure Provider Portal for responders to access, transmitted electronically to another software system, are just a few examples.
The crisis team receives the necessary information, and responds.
The crisis team can then disposition the visit according to their protocols, and can add additional data to the form electronically to close the loop and provide the contact center with outcome data and more.
This is just one way Public Web Forms are being used, and we look forward to bringing you more of these stories in the coming days.
Want to learn more about Public Web Forms and talk through how they might be used for your program or partnership?
The following is being shared via a SAMHSA press release.
Following up on its commitment to invest $825 million in Community Mental Health Centers (CMHCs), the Substance Abuse and Mental Health Services Administration (SAMHSA) is announcing the distribution of funds to 231 CMHCs across the country.
The funding, which comes from the Consolidated Appropriations Act (CAA) of 2021 and the Coronavirus Response and Relief Supplement (CRRS) Act of 2021, reflects the Biden-Harris Administration’s commitment to supporting and expanding access to mental health and behavioral support as Americans continue to confront the impact of the COVID-19 pandemic.
CMHCs are community-based facilities or groups of facilities that provide prevention, treatment, and rehabilitation mental health services. This grant program will enable … Read More