We’ve recently added to iCarol the capability to send your Resource Specialists or Resource Managers an automated email notification when a Resource record in your database is “flagged for review.”
What Are “Flagged Resources?”
It’s important that your Resource Database information is kept accurate and reliable so that your Call/Chat Specialists are giving out the best information possible. One of the tools that help you accomplish this in iCarol is Resource “flagging” — marking a record in such a way that Resource Specialists or Resource Managers know to give it some attention.
How It Works
Say a client received a referral from your organization last week, but when they call that referral they find the number is out of service, or they reach the organization but are told the program they called about is no longer offered. Oftentimes such clients will call you back to complain or report the difficulty accessing services. In other cases, you may discover the encountered barriers on a follow-up conversation with the client. Another potential scenario — one of the employees of an organization listed in your database may proactively call your service and speak with a Call Specialist to report needed changes to their listing. Regardless of how the question is raised to a record’s accuracy, within iCarol your volunteers and staff can go into the Resource record and “flag” that record along with a note describing the necessary changes, or simply note the request that the Resource Manager follow-up with the organization.
This process is far better than taking the time to write the Resource Manager an email, or leaving them a note or voicemail. Those steps take time away from your specialists’ responsibility of answering calls or chats and providing other direct services to clients. By simply typing a note in the Resource record within iCarol and hitting the “Submit” button, your specialists won’t have to leave their workstation or stop what they’re doing to pass the information along. This not only saves them time and keeps their focus on serving clients, but also helps safeguard against this important task being forgotten or overlooked.
On the receiving end of the flagged Resource is the Resource Specialist or Resource Manager, who will see an alert on the main Manage Resources page noting that a Resource was flagged for review. Simply clicking a link on that page takes the Resource Manager to the full listing where they can review the issue and clear the flag once any investigation and adjustments are complete. Until they do this, others who view the record as a potential referral for a client will see that is has been flagged, so they know to be aware and proceed with caution before providing it as a referral.
With this latest enhancement, in addition to the in-system alert seen at the top of the Manage Resources page, certain staff can also receive a system generated, automated email alerting them that a Resource has been flagged. This additional alert helps Resource Managers respond more quickly when a Resource record’s accuracy requires review.
How To Enable/Disable This Notification
We have automatically enabled this setting for all users whose security permissions indicate they have a role in Resource Management, i.e. they can create and edit Resource records. To change settings for any of your users, take the following steps:
Log in to iCarol as an Admin
In the left main menu, click on ‘Vols-Staff’
Click on the name of the person whose notifications you wish to change
Select or un-select the ‘Resource flagged for review notification’ setting
Click the ‘Save’ button
If you wish to disable this setting for all users of your iCarol system, but the size of your staff makes this an onerous task to complete manually, please open a case with our Support Team and they can assist you. Your case should contain the subject line: “Disable the ‘Resources flagged for review’ setting for all our users.” For a limited time our Technical Team can run a script to turn off this notification en masse for all users in your system. We’ll honor requests for this action through December 31, 2017.
At the 2017 Startup in Residence Demo Day held this past month in San Francisco, participating groups were given 5 minutes to present their collaboration’s technological solutions to identified problems. iCarol and skyClutch were delighted to work together with the Our Children Our Families Council (OCOF) as one of the participating groups. skyClutch is an independent company which aims to help their clients with better resource delivery through user-friendly website integration. San Francisco’s Our Children Our Families Council works to make sure the resources of the city of San Francisco are directed toward helping children and families thrive.
The identified problem? Many of our youth and their families have the burden of searching multiple directories and portals for information but none of them are comprehensive. Most online directories provide basic health and human service listings, but do not include out-of-school activities, in-school services, child care openings, affordable housing listings, or information on medical support groups. The Our Children Our Families Council, a collaborative effort with the San Francisco Mayor’s Office and San Francisco Unified School District, seeks to create a comprehensive digital service directory, which would include all publicly-funded and publicly-administered services for children, youth, and their families including San Francisco Recreation and Parks, Department of Children Youth and their Families (DCYF), public safety resources, childcare, housing, health care, legal aid, and more. Currently, service data is decentralized and often inaccessible to the populations most in need. Much of the current service data is locked in proprietary silos maintained by individual organizations in different formats and is inaccessible to other departments, agencies, and stakeholders.
The proposed solution: A digital directory that connects disparate data sets into one holistic portal to increase accessibility and uptake of services to help San Francisco families thrive. Intended users are students, parents, teachers, counselors, youth, community based organizations, and city departments. The site would have front-end (e.g., homepage) that links to multiple search portals, which are unique to a particular data structure, user segment or issue such as transitional aged youth (TAY), child care, or housing. The goal is for the front-end to be user-friendly, translated into multiple languages, and mobile friendly. Users can search the service inventory via text field, location search, category search and bookmark, print, save, and share the resources they’ve identified and plan to access.
Moving forward: The Our Children Our Families Council is focused and committed on building, in partnership with iCarol and skyClutch, a centralized database of all San Francisco’s publicly-funded and publicly-administered services for children, youth, and their families. Through the use of the iCarol Resource API, skyClutch and the operational support from the Mayor’s Office of San Francisco and the San Francisco Unified School District, children and families awareness and ability to access needed resources will increase. The centralized database system will also allow the city to be more cost effective in how it can make residents aware of services and address resident needs. Behind the scenes, it also assists the city in knowing what types of services residents need most and what gaps there may be, ultimately helping the city strategize and improve response. And finally, it reduces frustration and builds trust between residents in need and their local government offices.
We are proud to be the chosen technology platform for OCOF’s service inventory and are very excited for the positive impact this project will have on children and families in San Francisco.
What is the STIR Program?
Local governments are under increasing pressure to meet constituent needs and engage with the public in innovative and cost effective ways. But, spending time and money on innovation is not always easy for city governments already stretched thin and busy with the day-to-day work operations. The Startup in Residence (STIR) initiative began in San Francisco in 2014, with the goal of solving civic challenges and addressing residents’ needs by pairing up government agencies and startups.
The partnered startup and governmental department work together over the course of 16 weeks to address a specific challenge using a co-developed technological solution. While the STIR program originated in San Francisco, it has since expanded to the nearby cities of Oakland, San Leandro and West Sacramento, with plans to go nationwide in 2018. You can learn more about STIR’s origin and history by watching this brief video.
There are over 100 different “standard” fields available for use in your iCarol Resource Database which allow you to track and curate resource information you need to help your community. Some of these fields include Phone Numbers, Address, Languages Spoken, Description of services, etc. and are commonly used in the industry to describe what a service is, how it is offered and who it serves. But, you may not wish to have all of these fields appearing and populated on each level of the resource “hierarchy.”
For example, many people choose to have fields like Address and Phone number shown only for the Program, Site, or ProgramAtSite resource records, and not the Agency record level. There are probably several fields that you don’t wish to appear on the Public Resource Directory listing for the public, but you would like to have them appear in your internal iCarol system for your I&R and Resource Specialists. Customizing the fields being shown and editable at each level of the resource hierarchy is controlled using iCarol’s Resource Field Visibility tool, which recently underwent some very helpful enhancements.
Why the Changes?
These enhancements are a direct result of the feedback we’ve received from clients about this tool. Among this feedback was that the tool took too many clicks to operate, not all fields were available, some fields that were available shouldn’t be, and more. In addition to this feedback about what wasn’t working, clients offered some great suggestions on what could be added, such as ways to control the visibility of fields appearing on resource PDFs, and ways to enhance resource quality by requiring some fields to be required and always have values or text entered when editing.
Important note, we’re making the new Field Visibility tool available users now as a BETA feature. We welcome you to use it and test it out, and report any problems to the Support Team. Right now the new tool is available for configuration by Admins and those with Resource Manager security settings, but please note that the new Field Visibility settings and new version of the tool will not be applied to your system until you switch over to use the new tool (instructions below). Right now, these settings can only be used to control Resource Viewer, Resource Editing, Resource Auto-Verification, and Resource PDFs. Support for either version of the Public Resource Directory and Resource API are coming very soon.
The New Tool
To get to the Field Visibility tool, take the following steps:
On your left main menu in iCarol, click on ‘Resources’
Click on ‘Manage Resources’
In the far left column click on ‘Field visibility’
You will arrive at this page.
When you navigate to this Field Visibility Settings page, you’ll note that to the right is a setting which shows which version of the Field Visibility tool you are currently using. Until you switch to ‘BETA: New field visibility settings,’ your settings as they are on the old tool remain in place. Warning: If you click on ‘BETA: New field visibility settings,’ you will be switched over to the new tool. We advise that you first configure your new settings before making the switch.
To explore the new settings page and/or begin configuring settings using the new tool, click the link to the right that says ‘Setup my new field visibility settings.’
Like the old tool, the field names appear down the left, and there are four columns to represent each level of the resource structure hierarchy: Agency, Program, Site, and ProgramAtSite.
There are a few new key things to note on this page:
The new tool can currently be used to change the following areas: Resource Viewer, Resource Editing, Resource Auto-Verification, and Resource PDFs. To decide which of these you want to change the visibility settings for, select the appropriate one from the dropdown list.
Where appropriate, for instance the settings used for Resource Editing, you can note that a field should not only be visible, but should also be required to have a value or text entered. Some fields, like ‘Name,’ are already set to be required and this is not editable, as having a Resource name is necessary in every record. These requirement settings will help you ensure important and necessary fields are not left blank, and results in cleaner and more accurate resource data management.
There is a “Select all” or “Apply to all” setting at the top of each hierarchy column, allowing you to either turn visibility on or turn it off for every field* in the list with a single click.
*does not apply to the ‘Name’ field as this must always be visible.
If you use Custom Fields, they appear at the bottom of the fields list. This allows you to control Custom Field Visibility in the same place as all other Field Visibility, rather than needing to navigate to the Custom Fields settings area of iCarol’s resource management tools.
While changing your settings, it may help to have the field names appear alphabetically rather than having to sort through their typical groupings. Here you can change the field order from grouping to alphabetical and back again.
If you haven’t yet Saved your changes and would like to undo the settings changes you made, simply click the ‘Undo Changes’ button. After clicking this button and clicking through a warning message, all settings will revert to what they were at your last save point.
When you are ready to save the Field Visibility settings, click the ‘Save Field Visibility Settings’ button.
When you’re satisfied with the settings under the New Field Visibility Tool, and have saved your settings, you can then switch over to putting the new tool into use whenever you like. To do that, simply click the ‘BETA: New field visibility settings’ button.
We hope you enjoy the New Field Visibility tool and that you find it useful. Our goal was to apply all the helpful feedback we’ve received over time and make the process more streamlined and efficient, while offering even more options, control, and helping with clean data management. If you have questions or need to report any issue with the BETA of this tool, please contact the iCarol Support Team.
At iCarol we believe that our customers are also some of our best innovators. From the very start, helpline volunteers created iCarol and we’ve continued that tradition of users driving product development as the years go by. Many of the features you use in iCarol every day grew from a “light bulb moment” had by one of your peers. This community development approach drives our future product development. After all, no one knows your business or what type of tool or enhancement could improve your work like you do.
iCarol Usergroup Summit at the AIRS Conference
Our conference appearances throughout the year provide opportunities for iCarol usergroup sessions where iCarol users can discuss our software, provide feedback, and hear about our development plans, often referred to as our “Product Roadmap.” Prior to the Alliance of Information and Referral Systems (AIRS) conference in May we hold an iCarol Usergroup Summit where we offer trainings by AIRS Certified iCarol staff, as well as a traditional usergroup meeting.
This past spring, we asked for the AIRS Usergroup Summit attendees’ help on voting and prioritizing identified enhancements that should be first in line for development. Attendees received a firsthand look at how hard it is for us to decide where to focus our efforts. They took their task seriously, and graciously provided valuable feedback. You’ll be seeing the results of their efforts soon as these new developments start to be released in your iCarol system. As always, watch the iCarol blog and the Dashboard in your iCarol system for details.
Following the Summit one attendee described iCarol as, “Not just a vendor but a partner” in their organization’s mission. This is absolutely our goal as we work with all of our clients as we believe deeply in helping you to affect positive change in your communities. We’re happy to share that 100% of Summit attendees described themselves as Satisfied or Very Satisfied overall with the material presented at AIRS iCarol Usergroup Summit, and 100% of the group found the individual session content relevant to their everyday work. We think it’s a great event that you should attend next year, but you don’t have to take our word for it – 91% of attendees said they are likely to recommend attendance to others. We’ll be announcing future AIRS iCarol Usergroup Summit plans in 2018 so stay tuned!
Advisory Boards and Focus Groups
In an effort to keep client discussions going not just when we see you at conferences but throughout the year, we’ve recently kicked off a new and exciting venture — creating two separate iCarol Advisory boards, one to represent Crisis Centers/Helplines, and one to represent Information and Referral organizations. Each iCarol Advisory Board will ensure representation of industry voices in our development process through virtual meetings year round. Goals include providing iCarol with guidance on their industry’s evolving needs, providing feedback on existing and future software development, and validating that iCarol’s strategy and development plans meet the needs of the industry being served.
In addition to the iCarol Customer Advisory Boards, we are also hosting more focus groups than ever before. Focus groups are made up of individuals to discuss a particular challenge or development approach we are considering. Focus groups give the iCarol Product Development team the opportunity to discuss challenges our clients experience and potential solutions.
Want to get involved in an iCarol Advisory Board or Focus Groups? Participants are identified and invited through their participation on the iCarol Ideas Portal, from the cases they submit, feedback from surveys or ways in which their iCarol systems are configured.
Annual Customer Survey
It’s important to provide organization leaders and management staff across our client pool with the opportunity to share feedback covering all areas of iCarol, from our customer service to the use of the product itself, and to that end we just wrapped our annual Customer Survey a few weeks ago. We’re busy compiling and analyzing those results now so we can internally discuss how this feedback will drive us in the months ahead. We truly value the time you took to complete this survey and we will share results and action plans coming from that survey in the months ahead.
iCarol Ideas Portal
And finally, we just celebrated about 7 months of having the iCarol Ideas Portal available. This has proven to be an effective way of both receiving and prioritizing client ideas, and communicating about these ideas and their progress towards implementation. You may have caught our recent blog sharing some notable stats on the portal’s usage and just how much this method of client involvement has impacted your iCarol system already. If you haven’t, you can check that out here.
We hope, with these various methods through which we receive feedback and ideas, that you feel like a part of our iCarol Community where your voices are heard and opinions are acknowledged. Your role in our product development is an integral part of what we do and we look forward to continuing that tradition in both familiar and new and exciting ways.
From October 1-3, our Director of Business Development, Polly McDaniel, will head to the Texas AIRS (TAIRS) Professional Development and Education Training Conference in San Antonio, Texas. This year’s gathering is extra special as TAIRS celebrates 40 years of supporting Texas I&R agencies.
In addition to the learning opportunities offered at the TAIRS Conference, this is a great time for us to recognize in person the amazing work the Texas Information and Referral Network accomplished during and following the devastation and flooding in southeast Texas, caused by historic Hurricane Harvey. We are honored to be the software supporting the TIRN network as they assist their neighbors in need.
At the TAIRS conference we’ll be on hand to answer questions, meet and greet members of the Texas Area Information Centers, meet additional information and referral providers from across the state and take part in sessions and conversations that will help us better understand the needs of those providing I&R across Texas so we can continue to provide the best service possible.
Increasingly our clients are seeking ways to share data both internally with other tools they use, as well as externally with one or more partners.
An example of connecting internal tools would be a client of ours connect their phone system with iCarol both to facilitate “screen pops” when a call is routed to a particular phone worker and iCarol appears prepopulated with information about that caller, as they answer the phone; as well as to combine the data collected by both systems to answer operational questions like “what is our average handling time for calls related to different help seeker needs?”.
And an example of sharing data externally would be giving access to your resource database so a third party can build a mobile app or a website targeted at a certain sub-population in your area, like immigrants or job seekers.
Enabling these data sharing relationships, whether internally or externally, is where API’s come to the rescue.
An Application Programming Interface (API) allows electronic systems to interact with each other without the need for the direct human intervention. That is, with an API no person needs to direct data traffic between two systems, say via a website or other screen – the systems just talk directly to each other behind the scenes. In this way, the data that resides in the main system can be searched, retrieved and even modified by other authorized computer systems connecting to it.
To do this, a software vendor writes an API and makes it available securely on the internet, and also publishes documentation about how other developers can use it. They can be one-way APIs, also known as “read only” because the software consuming the data from the API cannot modify it. Or they can be two-way APIs, where the consumer software can make modifications, like creating new records, or modifying or deleting existing ones.
At iCarol, we’ve had an API for a number of years now and are actively expanding its capabilities – it is used by quite a number of our clients to enable real-time data transfers both internally and externally. And we also consume quite a few API’s published by other software systems. Some of them enhance iCarol’s capabilities, like Google Maps or tools that let us send and receive SMS messages within iCarol. Others let us push client data to their partners, for example client or call data that needs to transfer into a partner’s electronic medical record systems.
APIs have been around for a long time in the software world, and will only grow in importance in the years to come. We continue to be excited about their possibilities and will certainly be expanding our use of them.
Like many others, we’ve been watching the effects of Hurricane Harvey in southeast Texas, stunned by the images of record setting flooding and the impact on residents. In particular we’ve been thinking of all of our friends and clients in this area. As is typical of helpline work, they have an important role to play in disaster planning, relief and recovery, all while their own homes and families are at risk. We’re told that 2-1-1 Texas has remained operational throughout — a truly amazing feat in the wake of this historic hurricane. As we hear from them and gain permission to share their experience and stories of those they helped, we hope to bring that information to you.
Harvey serves as a reminder to all non-profit services and particularly helplines, contact centers, and 2-1-1s that you have a role to play in your community’s disaster plan as government services look for partner organizations that can disseminate life-saving information, offload call volume to government switchboards, and provide information across a variety of communication methods to make sure everyone is reached. Meanwhile, these not-for-profits naturally have to concern themselves with the safety of their own staff and their own infrastructure in order to remain operational. With Hurricane Irma now making its way towards North and Central America, and months left in hurricane season, it’s time to consider your disaster plan. And of course disaster goes far beyond tropical storms and flooding. Wild fires, earthquakes, tornadoes, blizzards, and other forms of disaster threaten communities across the globe.
We’ve recently been made aware of a website that provides a number of free resources helpful to any organization as they plan and prepare for disasters. You can access these resources here.
If you are interested in aiding in Harvey relief efforts, the United Way has announced establishment of a Harvey Recovery Fund. In the midst of these events it’s usually recommended to donate money rather than items, as storage space tends to be in short supply but cash allows organizations to purchase items on the ground for immediate distribution. They’ve offered information on the various ways you can make meaningful contributions on their website.
We extend our warm thoughts to everyone impacted by Hurricane Harvey. If you have information about relief efforts or if your organization has been directly impacted by Harvey and you would like to share your stories, please .
Photo appears courtesy of the United States Department of Defense. U.S. Marine Corps photo by Lance Cpl. Niles Lee.
Congratulations to our friends at Ontario 211 (ON211) — recent winners of the 2017 Citizen and Community Global Impact Award for their website, along with partners BDO IT Solutions. This award is granted to an organization that exhibits excellence in creating solutions that improve communities.
This award is a result of a partnership between ON211 and BDO IT Solutions to create a cost-effective, web-enabled solution aimed at transforming ON211’s online presence and among other goals, making their website easier for community members to navigate and find needed resources. BDO worked closely with Ontario 211 Services to develop the service on Microsoft’s technologies and implement in the Microsoft cloud, Azure. ON211 Resource records are curated in the iCarol database and that data is made accessible to the website via the iCarol Resource API.
Read ON211’s full press release about the project and award here.
Find out more about iCarol’s Resource API here and here, and please contact us if you’d like to learn even more about using the Resource API at your organization.
Many iCarol clients are required to collect and report on the needs of their help seekers. Those clients who use the 2-1-1 taxonomy are able to do so using a tool called Needs by Taxonomy. There is no additional fee to use this tool as it is included for those who subscribe to the Taxonomy in iCarol, but a member of the iCarol Support Team will need to turn it on in your call reports forms. Once this tool is turned on, you may use the instructions below to document Needs by Taxonomy.
To begin, click the “Search for Resources” link in the upper right hand corner of the call report form. This will open the Resource search screen.
Next, conduct a search for a taxonomy term. Please note this tool only works when searching by Taxonomy, not when completing a Resources or a Keywords search. When the search results are returned, a box labelled “Terms searched” will appear indicating what taxonomy term was searched, as shown below.
When you view the details of a record, you will see a link at the top of the screen that says “Choose terms best describing the caller need for this referral”. If you click this link, you will see a list of all the taxonomy terms assigned to the resource. The taxonomy term you searched will already be checked, and you can choose additional terms or change the term checked if you would like. To make a referral to the resource, click the “Make referral” button.
On the Resources tab of the call report, the taxonomy term describing the need will now be at the top of the tab. You can check and uncheck which referrals met the need. By default, the Met/Unmet column will show “Need was met”.
In cases where a referral could not be found to meet the need of the help seeker, the need can still be documented and noted as unmet. To do so, conduct a taxonomy search. When the search results and the “Terms searched” box are shown, click the blue plus sign next to the taxonomy term search to change it to a green check mark.
Close the Resource Search screen and view the resources tab of the call report. There will now be a second Need noted, but with no referral. If you click the drop-down menu in the Met/Unmet column, you can choose a reason why the need was unmet. iCarol includes a default list of unmet need reasons, but this list can be customized by making a request to the iCarol Support Team.
The Epilepsy Foundation is seeking applications from those who have a documented expertise in answering information and referral calls; a phone system that can handle an independent call queue specific to Epilepsy Foundation calls and a separate queue for Spanish calls; capacity to expand staff coverage if warranted; and documentation of current AIRS Accreditation. Please review the RFP for full requirements and direct questions and proposals to:
Director of Information & Referral
Key dates to consider:
Proposal Deadline: July 26, 2017
Vendor Selection Date: August 16, 2017
Project Start Date: September 11, 2017
Vendor Information Call: July 13, 2017
The Epilepsy Foundation, a national family-led, community based, non-profit with nearly 50 local organizations throughout the United States, has led the fight against seizures since 1968. The Foundation is an unwavering ally for individuals and families impacted by epilepsy and seizures. The Foundation works to prevent, control, and cure epilepsy through community services; public education; federal and local advocacy; and supporting research into new treatments and therapies. The Foundation works to ensure that people with seizures have the opportunity to live their lives to their fullest potential. The Epilepsy Foundation’s National Office is in Metropolitan Washington, D.C.
The Epilepsy Foundation operates a national specialized information and referral (I&R), helpline that serves people who are concerned about epilepsy. The Alliance of Information & Referral Systems, a driving force behind the delivery of quality Information & Referral services, currently accredits the Epilepsy & Seizures 24/7 Helpline. The helpline responds to approximately 12,000 inquiries per year. Approximately 8,000 are telephone calls, 250 of these calls are via the Spanish line.
The Epilepsy Foundation National Office operates Monday through Friday from 9:00 AM to 5:00 PM Eastern Time and on adjusted hours during the summer months. In 2013, the Epilepsy & Seizures Helpline began 24-hour coverage through an after-hours partnership where the partner handles telephone inquiries during the evening, weekend, holidays, and adjusted hours. In addition, the partner handles the Epilepsy Foundation Spanish line 24/7/365.