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Celebrating Information and Referral Day

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:

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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 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.

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iCarol PRD 2.0 Enables Downloadable PDF of Resource Records

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.

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United Way of North Carolina seeks Resource Manager for NC 2-1-1/CCARE360

United Way of North Carolina is seeking candidates to fill the role of Resource Manager for North Carolina 2-1-1/CCARE360. This position takes the lead role in ensuring the integrity of the NC 2-1-1 database. Responsibilities include supervision of a team of Resource Coordinators, development and implementation of processes and protocols for database management, leadership of quality assurance monitoring, and communication with management and stakeholders. The person serving in this position will be based in Cary, NC at the United Way of North Carolina offices, reporting to the United Way of North Carolina President.

To learn more about the specific job requirements, responsibilities, and to apply, click here.

Learn More and Apply

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iCarol attending the National Association of Area Agencies on Aging conference

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.

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“Shredding” Personally Identifiable Information from Contact Records

shredder shredding paper

Paper-based files of all sorts—bank statements, tax records, pay stubs, receipts—can typically be destroyed after a period of time when they will no longer be needed. Depending upon an organization’s internal policies and the laws and regulations by which they must abide, not-for-profit organizations may choose to shred some or all client files after a period of time as well.

With paper files now being digitized, and new data usually collected electronically, the concept of “shredding” takes on new meaning. Instead of literally shredding paper through a machine, electronic files are permanently deleted and erased from storage, whether they be on a hard drive or in the cloud.

One of the best practices seen highlighted within regulations such as GDPR is that an organization should only collect the data that is absolutely necessary for service delivery, especially if that data could be used to identify someone. So, unless it is essential for your organization to collect data such as a person’s name, phone number, social security number, etc. in order to carry our your work, it’s best to never collect it at all.

When you’re speaking over the phone with a person in need, you have control over whether or not to record information shared during the conversation inside your contact management system. However, if you’re communicating by Live Chat or SMS/Text Message, the person in need may share personal information with you that’d you’d prefer not be permanently documented, and if transcripts are automatically generated and stored, that private and personally identifying information may be stored whether you like it or not.

In iCarol, you have the choice whether or not your Live Chat and SMS/Texting transcripts are brought into your contact management system, or if they disappear immediately after the conversation ends, protecting personally identifiable data and allowing your organization to align such data collection and storage with your own internal policies. Further, organizations who wish to keep this information long enough for supervision purposes, but do not wish to retain it long term, have many options within the system to decide when to destroy the information. The capability to electronically “shred” potentially identifying information from your iCarol Contact Records is applied to any documentation recorded in your forms, whether it be data from calls, walk-in visits, chats, SMS/text conversations, public website intake forms, or any other interactions you document.

What gets “shredded?”

We understand that most organizations will wish to keep the data that isn’t classified as personally identifiable information, for instance demographics, issues or needs, and other non-identifying data that is important for reporting purposes. If you choose to utilize the automatic shredding function within iCarol, only certain areas of your Contact Records are effected. Text-entry fields where you might enter names, addresses, phone numbers, contact notes, etc. are deleted. Drop-down, check box, and other pick list type data is retained. For a full explanation of how to set these preferences, as well as more detailed information about what is deleted or retained, customers can sign in to iCarol, navigate to the “Help” section, and search for “Shred” within our help articles. If you’re not yet a customer and interested in learning more, please contact us!

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iCarol eBook on Building Better Collaborations

Collaboration is becoming a necessary part of not-for-profit work. Ensuring a partnership is successful for everyone involved takes careful planning that starts long before you begin the work with your fellow collaborators.

The team at iCarol has been helping our customers have smoother collaborations since the software’s creation, through a variety of tools that include sharing resource database for the purposes of both maintenance and referral giving, contact form sharing to help with after-hours outsourcing and network building, and features like the Contact Record Outbound API and Resource API that allow data to be shared directly with other applications.

For several years, before they even worked for iCarol, Senior Product Manager, Crystal McEachern, and Director of Business Development, Polly McDaniel, have offered guidance on collaboration building at industry conferences. They have over 20 years of combined experience on both sides of collaboration—as I&R professionals working with their fellow non-profit organizations and as iCarol staff members helping customers build collaborations.

Now, you can learn from their expertise through an all new eBook authored by Polly and Crystal. In it, you’ll find step-by-step guidance on building a collaboration, including tips for the planning process and important things to consider that are often overlooked. Does the prospect of writing an MOU make your head spin? We have you covered! The eBook even includes a workbook for use in your own personal collaboration planning.

Best of all, the eBook is completely free — we’re sharing it with you in hopes our experience and guidance can help you successfully deliver services to even more people in your communities.

Download the eBook

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Robert Wood Johnson Foundation Funding Opportunity: Research in Transforming Health and Health Care Systems

The Robert Wood Johnson Foundation announced a funding opportunity for research studies that examine how state Medicaid programs are using managed care payment and contracting strategies to address enrollees’ social needs; the ways MCOs are responding; and the effect of these activities on enrollees, plans, community-based organizations, and other stakeholders.

The deadline for letters of intent is July 2, 2019. Full proposals are due on August 12, 2019.

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Request For Abstracts – Integrating Health and Human Services

Health Affairs, a leading peer review journal of health policy thought and research, recently issued a request for abstracts on Integrating Health and Human Services.

Description from Health Affairs website:

    Health Affairs is planning a theme issue on Integrating Health and Human Services, to be published in April 2020. We thank the Kresge Foundation for its generous support of this issue.

    The social safety net includes a variety of health and human services programs that have the potential to improve health and promote health equity by meeting health and social needs and supporting economic advancement. Some of the major barriers to realizing the potential of these programs relate to gaps in coordination across sectors.

    Our issue will explore collaboration between sectors that provide health and human services, with attention to infrastructure, policies, and practices within and across these sectors aimed at meeting the needs of the people they serve by reducing sectoral barriers.

    We plan to publish approximately 20 peer-reviewed articles including research, analyses, case studies, and commentaries from leading researchers and scholars, analysts, industry experts, and health and health care stakeholders. We encourage author teams that include representation from multiple sectors/professions… Read More

    The deadline to submit your abstract is June 24, 2019.

    Learn More

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Social Interventions Research & Evaluation Network Webinar: Patient Acceptability of Social Risk Screening

On Thursday, June 20 at 1pm EDT, Social Interventions Research & Evaluation Network (siren) will hold a free webinar entitled “Patient Acceptability of Social Risk Screening.”

Wbinar description, from siren’s website:

    Recognition of the impact of social risks on health has spurred widespread interest in social risk screening across the US health care sector. Although the goal of this screening is to improve patient care and connect patients to resources to help address social risks, the sensitive nature of social risks raises concerns about the potential for screening to stigmatize patients and create opportunities for discrimination. To date few studies have evaluated patient perspectives on social risk screening. This SIREN webinar will present results of a new multi-site study (papers in progress) that examined the acceptability of the Accountable Health Communities (AHC) social risk screening tool among patients in diverse health care settings in nine states.

    Learn More and Register

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