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iCarol at the AAS Conference

From April 18th through the 21st, Polly McDaniel, Director of Business Development, and Rachel Wentink, Vice President, Operations, will be in Washington, DC for the 51st American Association of Suicidology (AAS) Conference.

As we shared recently, iCarol is now a part of Harris Computer Systems as the flagship product for not-for-profits falling within the CityView portfolio of solutions. As such, we’re delighted to also welcome Sean Higgins, Executive Vice President of CityView, who will be joining us at AAS from Thursday through Friday of that week. Sean is eager to learn more about the industry iCarol serves and meet our customers, and we’re equally excited for all of you to meet him!

Our team will be at booth #202 in the Ballroom Foyer and you’ll also see us at many of the events and sessions, too. It’s important to us to learn about all the latest research, lived experiences, and the expanding needs of crisis centers as they work to build suicide-safer communities. We are looking forward to hearing about how things have been going for your organization, and the exciting initiatives you’ve had going on. We’d also enjoy the opportunity to answer any questions you may have about iCarol and talk with you about how our solution can support your suicide prevention service.

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iCarol Webinar: Marketing Methods That Boost Your Chat/Text Engagement

Are you concerned that the volume of Chat or Text traffic coming through to your service is lower than you were expecting it would be? Or, are you in the planning stages of adding a Chat or Text service to your center and want to develop a plan for alerting the community to this new way to access your program?

Join us on Monday, April 9 at 2pm EDT for a Q&A webinar with a panel of staff members operating successful Chat and Text programs to hear about how they communicated their service offerings to their communities. Can’t make it? Fear not! We’ll have the recording available to watch at your convenience.

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The next chapter in the iCarol story

We’re excited to announce that iCarol is now a part of Harris Computer Systems — a software company focused on providing long term software solutions to local government, utilities, school district, healthcare and other public sector clients. iCarol will be run as its own entity within the CityView portfolio of solutions.

More than 14 years ago, iCarol began with a simple idea that by introducing technology that was designed specifically for the unique needs of a not-for-profit helpline, the managers could improve the service delivery, the quality of the people, and ultimately the lives of help seekers. Founders Neil and Jackie McKechnie combined their mutual experiences in two very different worlds – volunteering at a Distress Centre and careers in the high tech industry – and built a solution that would go on to be used by hundreds of organizations and over 76,000 users worldwide. We’re very proud of our origin story and honored every day to serve the caring and selfless people who work at those organizations.

Just as we aim to empower our clients, joining Harris Computer Systems empowers our team and the iCarol solution to reach new heights. We feel that the deep market knowledge and not-for-profit industry experience at the iCarol level, combined with the infrastructure, guidance and business expertise of Harris, is a winning combination.

The iCarol story only gets more exciting from here, and we’re looking forward to all the new possibilities ahead. Becoming a part of Harris Computer Systems is the latest positive step for the growth of iCarol, and for the benefit of our expanding client base.

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iCarol Webinar: Crafting Effective Crisis Center Messaging and Engaging with the Media

We’ve all been there — you’re minding your own business, running your suicide prevention center and focusing on your clients and staff, when suddenly you’re asked to talk to a journalist for a story about your organization, or comment on the topic of suicide prevention for an article. Does the very idea of this cause you to break out into a cold sweat? If it does, you’re certainly not alone!

If you feel uncomfortable or unprepared when it comes time to communicate effectively and succinctly with the media or the public, then I hope you’ll join us for our next webinar on Wednesday, April 4th at 2pm EST. We’ll be joined by Chris Maxwell, Communications Coordinator for the American Association of Suicidology, for a webinar on the topic of crafting effective messaging for your crisis center. This webinar is designed to help crisis center directors, program managers, and others with the responsibility of communication on behalf of your organization, to communicate effectively about your services, needs, and the topic of suicide.

About Our Presenter:

    Chris Maxwell
    Communications Coordinator
    American Association of Suicidology

    Chris is the Communications Coordinator for the American Association of Suicidology. He has worked in the suicide prevention and mental health field for the past nine years, first as a volunteer crisis counselor and then later as a statewide suicide prevention grant administrator. In a previous position with the National Suicide Prevention Lifeline, he worked closely with crisis centers across the country to connect and collaborate. Chris is passionate about understanding suicide, harnessing the capability of social media to prevent it, and strives to advocate for the voices of those with lived experience. He is a production team member of the #SPSM (Suicide Prevention and Social Media) community. Chris is an advisory board member for OurDataHelps.org, which allows people to donate their social media data to be used for mental health research and allow clinicians to create treatment tools. Follow Chris on twitter @chrsmxwll.

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Happy Pi Day! Enjoy these 3(.14) ways to use pie charts!

Happy Pi Day! What’s that exactly? Remember geometry and learning about finding the area and perimeter (aka circumference) of circles? To get your calculation correct, you need Pi in your equation. You might also see pi as the Greek letter “π”. It’s the ratio of the circumference of a circle to its diameter — which is always approximately 3.14159… (it’s actually been calculated to over one trillion digits beyond the decimal point!).

In the US and some other countries we write our dates in a MM/DD/YY format so today, March 14th, is 3/14 — Pi Day! And even though most other countries write their dates in a DD/MM format, today is generally accepted as Pi Day worldwide since there are only 12 months. If you’re nerdy like me, you can read more about Pi Day here. Yes, it’s a real thing. Yes, it has its own website.

In honor of Pi Day, here are 3 interesting uses of pie charts in iCarol.

1. A Bird’s Eye View

Use Pie Charts to give you a sort of broad overview of how the numbers or percentages are shaping up for a certain sub-category of your contact form. Or, use it as an overview of your location breakdowns.

In the Analysis tab of Statistics, when selecting Chart Type, you have two Pie Charts to choose from, either Caller Issues and Demographics (which will start by showing you all the Categories on your contact form) or Caller Location.

pie chart

The resulting charts are below. If you selected the Caller Issues and Demographics chart you get this broad overview of your contact form Categories.

categories pie chart

And if you selected the Location pie chart you’ll see a high level look at the geographic location entries.

location pie chart

2. Drill down to get more detail

Once you’ve got that high level pie chart available, you can click on pieces of the pie to drill into the data below. Drilling into a Category will then show you the sub-categories that are available. These sub-categories are the Groups or questions asked within each category on your contact form. On a location chart, drilling into the State or Province piece of the pie will show you the county level information.

If we take our Caller Issues and Demographics chart above and drill into the mauve colored “Issues” category, we’ll see the Issue choices of sub-categories.

Issues pie chart

If we click on the “Mental Health/Counseling” piece of the pie, we’ll drill down to the lowest available level, which are the field choices or answer options within that sub-category. These are the items you may find in the drop-down or list of check box choices on the contact form.

mental health field choices

As mentioned, if you drill further down into the location pie chart, you’d get the counties breakdown. So if I click on Nevada, I’ll see the Nevada counties chosen.

Nevada counties

Clicking on Eureka county shows me how the city numbers shape up for that county.

Eureka cities

3. Percentage vs. Count

Remember if percentages aren’t really your thing and you’d like to see a count instead, just click the “Total Count” option for any of the pie charts shown.

Count vs Percentage

Now that I’ve told you a bit more about pie charts in iCarol, I suggest you go celebrate Pi Day in the truly best way possible — enjoy a piece of real, edible pie.

923px-Cherry-Pie-Slice

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iCarol Webinar: Developing Volunteer Crisis Worker Competencies

Our next webinar is coming up on Wednesday, March 7th at 1pm EST. Traditional competency frameworks are very much based on employment and paid career opportunities. But what if these frameworks could be applied to volunteer work that could help volunteer coordinators, managers, and others identify the best potential volunteers for a position?

That’s the topic that our presenters, Laura Mayer and Liz Barnes, will discuss in our webinar. They created a volunteer competency framework that helps identify and define a high performance volunteer, and refines the recruiting process to predict which candidates will perform successfully and stay with the agency for a long time. The framework helps take that “gut feeling” you may have about who will be a great volunteer during their interview, and put its into a measurable format.

About Our Presenters:

    Laura Mayer, Director, PRS CrisisLink

    Ms. Mayer is the Program Director at PRS CrisisLink, a 24-hour crisis hotline, textline and telephone reassurance program serving northern Virginia and the District of Columbia. PRS CrisisLink is a program of Psychiatric Rehabilitation Services, Inc. and exists so that individuals living with mental illness, substance use disorders, mild intellectual disabilities, autism spectrum disorders, and anyone who faces life crises can achieve safety, personal wellness, recovery and community integration. Ms. Mayer is a graduate of George Mason University’s Community and Global Health program and has brought cost effective and evidence-based suicide prevention programming to the local community. In 2014, Ms. Mayer partnered with the local public mental health system to provide crisis texting to the Fairfax County Public School System and the surrounding communities. Ms. Mayer is a member of the National Suicide Prevention Lifeline Steering Committee, Suicide Prevention Alliance of Northern Virginia, the Fairfax County Youth Suicide Fatality Review Team and mental health promotion workgroups in several jurisdictions. Ms. Mayer is a certified Applied Suicide Intervention Skills Trainer, Suicide Survivor Support Group Facilitator and holds certifications in suicide risk assessment, domestic violence danger assessments and mental health first aid. She has been interviewed and featured by Comcast Newsmakers and NBC4’s Changing Minds Campaign.

    Liz Barnes, Assistant Director Plans & Policy, Defense Suicide Prevention Office

    Ms. Liz Barnes is the Assistant Director, Plans and Policy at the Department of Defense Suicide Prevention Office. Her portfolio responsibilities include developing suicide prevention, intervention, and postvention policies, guidance, and strategic planning, as well as the Department of Defense lead for the Veterans/Military Crisis Line and BeThere Peer Support and Outreach Call Center. Ms. Barnes served in the United States Army for nine years in the Ordnance Corps and Adjutant General Corps and had a variety of assignments at the installation level, National Guard Bureau, and Army Staff. Since 2009, Ms. Barnes has worked in the Under Secretary of Defense for Personnel and Readiness in a variety of positions focusing on personnel policy, human resources, and congressional affairs. In 2012, Ms. Barnes was selected to assist in the integration efforts of the Department’s recommendations with the Military Compensation and Retirement Modernization Commission. Ms. Barnes is a Board member at Psychiatric Rehabilitation Services (PRS) Inc. and a volunteer hotline and textline crisis worker and core trainer at Psychiatric PRS CrisisLink, in northern Virginia. Ms. Barnes established and co-leads a suicide bereavement support group that fills a gap in services for suicide loss survivors ages 18-24 years old in the Washington Metropolitan area. Ms. Barnes is also an Applied Suicide Intervention Skills Training (ASIST) Trainer. Ms. Barnes holds a Bachelor’s Degree from McDaniel College in Sociology and a Master’s Degree from Georgetown University in Human Resources Management.

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Helplines Partnership Holds Annual Conference

Helplines Partnership (HLP) is an important membership body for organizations that provide helpline services in the UK and around the world. They facilitate high quality service delivery to callers by providing training, a Helplines Quality Standard, and tailored support. HLP also raises the profile of the helpline sector by representing their members’ interests and influencing the social policy agenda. For over 25 years, Helplines Partnership has supported its members to deliver a quality service to vulnerable people when they need help the most.

HLP held their Annual Conference on November 30, 2017. The Conference this year was themed around “Life’s Journey” and held in London. It provided an opportunity for helpline professionals to network with one another, find inspiration and rejuvenate purpose and energy from the speakers and seminars presented. The conference also served as the place setting for Helpline Partnership’s Annual General Meeting, and Awards Ceremony recognizing achievements of member helplines in several categories. More than 120 people attended the conference this year, representing 40-50 helplines from HLP’s membership.

Following a welcome by Chair Sophie Andrews, the day began with its first ever International Member Showcase featuring Wida Yalaqi, founder of Afghanistan Capacity Development and Educational Organization (ACDEO). ACDEO is a helpline in Afghanistan, which works to improve the well-being of all Afghans by developing social welfare and promoting a better quality of life. Despite the great work done for women’s empowerment in Afghanistan, the vast majority of the Afghan population remain unaware of the rights afforded to women within the Afghan constitution. This prompted Wida, (an Afghan native who received her higher education in the UK before moving back to Afghanistan in 2005), to found the organization. They offer counseling, mental health support, advice on self-protection, consultation with a religious scholar if desired, and referrals to ground-based service providers. In the few years since its 2013 inception, ACDEO has helped more than 56,000 families with legal advice and counseling, and connected more than 2,000 callers with legal, protection and health services. Among their key accomplishments is the improvement of community perceptions of women’s rights.

For many attendees, the international showcase proved to be one of the most fascinating and awe-inspiring parts of the day. Hearing about the unique challenges faced by this helpline’s staff, and the high quality of services delivered by them in the face of some seemingly insurmountable odds was admirable. In addition to the typical challenges all helplines face, ACDEO must overcome obstacles like making connections with people, particularly women, who live in extremely remote and rural provinces. They are often illiterate and completely cut off from resources the rest of us take for granted, such as Internet access. Because their work is considered controversial within the framework of local culture, the staff face threats to their safety and must take many precautions just to carry out their work each day, navigating bomb threats and evacuations. Taking all this into account, it’s clear to see just how courageous and committed these helpline staff are in carrying out their work to improve the lives of Afghans.

With the conclusion of the international showcase, it was time to move to the seminars. Debbie Sadler spoke on behalf of Unlock, a national charity that provides a voice and support for people with convictions who are facing stigma and obstacles because of their criminal record, often long after they have served their sentence. Debbie spoke about the evolving ways in which clients wish to reach them, often dependent upon demographics. This discussion gave a chance for members to reflect on how much they are also seeing demands for alternative channels, which helps to inform Helplines Partnership of the training needs of their members as well.

The second seminar was presented by Emily Hodge of Coaching Emily. Emily is an ex-NHS and charity professional health psychology specialist and coach, and cancer survivor. She supports people moving forward from cancer and places a focus on gentle living and well-being. Emily’s seminar was particularly suited to the “Life’s Journey” theme of the conference. It was very helpful to attendees as far as the discussion of resilience and self-care needed to be effective helpline workers, given some of the vicarious trauma and personal toll that helping others can have on helpers and carers. Group exercises and discussion were a key part of Emily’s presentation.

Speaker Elizabeth Burton-Phillips MBE, who doubled as awards presenter, is the founder of DrugFam, an organization providing support to families of those struggling with drug and alcohol addiction. Elizabeth shared her personal journey as the parent of twin sons addicted to heroin, and the painful loss of one of her sons to the addiction, while the other is now in recovery. Elizabeth told her story, which many who have loved someone struggling with addiction, particularly parents, could identify with. As a secondary school teacher working in a nice community whose sons went to a private school, she never imagined drugs or addiction would be an issue. She spoke about the fact that addiction can touch any family, regardless of income, class, race, or other factors. As her sons’ substance use progressed, Elizabeth found herself making decisions out of love and wanting to provide her sons with comfort, but realized that in the end her actions were not what was truly best for her sons and actually enabled them instead. Her book Mum, Can You Lend Me Twenty Quid? What drugs did to my family explores the impact that drugs have had on her family, and serves as a reminder to families battling addiction that they are not alone. She founded DrugFam in order to help families going through similar experiences, and her charity work earned her the award of Member Of The Most Excellent Order Of The British Empire.

Elizabeth also hosted the Helpline Awards ceremony where six charities received honors in six different categories. iCarol sponsored the award for Best Innovative Use of Technology. You can read more about that here!

Chrissy B aka Christoulla Boodram, television personality and mental health advocate, participated in the conference by speaking alongside several of the guests including Dr. Audrey Tang, resident Psychologist on her program. Chrissy B’s show is dedicated entirely to mental health and wellbeing and is the UK’s only TV show with this as its sole focus. Chrissy B and her guests lead the conference participants in her signature Mental Health Dance Challenge providing all conference goers with the chance to have a little fun while being reminded of the importance of good mental health. The show was recorded and aired on Sky 203 on Monday 23 January 2018. You can watch the show featuring the HLP conference below, or visit Chrissy B’s YouTube channel.

The day ended with a keynote by Claire Lomas MBE. Claire was working as a chiropractor and had reached the highest level in the equestrian sport of eventing when a tragic accident left her paralyzed from the chest down. The adjustment after this drastic and life-alerting event was obviously an immense challenge for Claire, and it was hard not to dwell on all she had lost. While there were many dark days, she managed to dig deep to find the strength and courage to completely rebuild her life with renewed goals and focus. Claire became headline news worldwide in 2012 when she walked the London Marathon in a pioneering robotic suit, which took a grueling 17 days and raised £210k for Spinal Research. She became the first owner of a robotic suit and used it when she had the honor of lighting the Paralympic cauldron in Trafalgar Square. In 2013 Claire completed a 400-mile hand-cycle around parts of England, visiting schools on the way to inspire students, and raising another £85k supporting the Nicholls Spinal Injury Foundation.

Claire is a woman who never stops reaching for the next achievement. Believing that there will soon be a cure for spinal paralysis, in 2014 and 2015 she organized a series of events that took the fundraising total to over £500k, securing her place as one of Britain’s most inspirational women. She completed the Great North Run in 2016, and last summer she became the first paralyzed female with a motorcycle racing license.

Though a split second altered the course of Claire’s life forever, she emerged from the darkness to find new and immeasurable ways to contribute to the world. Claire’s keynote address left the audience emotional and inspired.

As you can hopefully see from this recap, the day was considered a resounding success by organizers and attendees alike. Feedback included praise such as:

    “Very relevant and inspiring”
    “This is the best Conference I have attended”
    “Fantastic, funny and moving”

To learn more about Helplines Partnership membership and other information, you can visit them online, and follow them on social media:

iCarol Facebook logo  iCarol Twitter logo  iCarol LinkedIn logo

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DMAX Foundation’s Event To Break the Silence About Athlete Mental Health

Dan Maxwell, called “DMAX”, was a 3-sport athlete at Radnor High School
Dan Maxwell

Athletes are perceived as successful and strong, able to meet every challenge. As a result, there is increased pressure both on and off the field to push forward, train hard, beat the competition, and stay silent when things get tough. Athletes are expected to juggle practice, games, training, families, social lives, and for younger athletes, school. It’s no wonder that athletes are more susceptible to developing mental health issues than non-athletes, including eating disorders, anxiety, burnout, depression, and suicide.

In her memoir “In The Water, They Can’t See You Cry” Olympic swimmer Amanda Beard chronicles her experience with mental illness and the pressure she faced to stay silent:

    “I wrapped myself up in sadness like a martyr…I didn’t talk about what was happening to me with anybody — not my dad, mom, friends, or coach. Hop into the pool, do your sets, dinner, homework, bed. Business as usual…Now the pool had become another spot of despair. My safe zone was now a place where my brain constantly battled itself.”

Mars’ Hill College writes in their sports blog, No One Looking: The Stigma of Mental Illness in Sport, “The larger problem is that there is a deep-seated sports spirit that has embraced a tradition and notion of immense mental toughness and emotional resilience that makes it difficult, and nearly impossible, for athletes to call out for help.” Some professional athletes have taken the stage recently to speak about their experiences with mental distress, but mental health is still largely unaddressed in the sporting world, and often ignored by sports organizations.

DMAX Foundation believes that it is time to break the silence, because Courageous Conversations about mental health are critical to stemming the tragic consequences of untreated emotional pain. In service of this, DMAX Foundation will be bringing together a panel of professional athletes to discuss mental health in the sporting world, moderated by Blair Thomas, Penn State and New York Jets Running Back. Other panelists include Michael Haynes, Penn State and Chicago Bears Defensive End, Education Leader; Charlene Morett, Olympian and Penn State Field Hockey Coach; Brady Kramer, Montreal Canadiens, Athletic Director and Coach; Greg Ambrogi, UPenn Football and co-founder, Kyle Ambrogi Foundation.

Join the conversation on April 4th, 2018 at The Shipley School in Bryn Mawr. For more information and registration visit: www.dmaxfoundation.org/spring-event-2018

NASW-PA Chapter is a co-sponsor of this workshop. 2.5 CEs will be awarded for completion of this course. Special discounts for students, military/first responders and athletic coaches. Sponsorship opportunities are available.

In addition to hosting mental health events for the community, DMAX Foundation is establishing DMAX Clubs on college campuses as environments for students to get together and talk about how they are doing, how their friends are doing, and how they can help each other. DMAX Clubs help reduce the sense of isolation and hopelessness for students who may be suffering from mental or emotional issues and can’t or don’t seek the help they need.

If you know a college student who would be interested in starting or joining a DMAX Club, work for a college that would like to establish a DMAX Club, want to volunteer, or would like to support their efforts through donation or sponsorship, contact DMAX Foundation at info@dmaxfoundation.org.

Guest blogger views and opinions expressed are those of the author and do not necessarily reflect the official position of CharityLogic and iCarol

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deafPLUS Awarded “Best Use of Innovative Technology” by Helplines Partnership

As part of their Annual Conference, Helplines Partnership (HLP) presented awards to helplines in six categories. A panel of independent judges evaluated the nominees and then picked one helpline that achieved excellence in their nominated category. This year’s judges were DI Ben Loose (Kent Police), Karen Ditchfield (HLP Trustee and Operations Director for the WISE Campaign), Georgina Bream (Healthwatch England), Jessica Murphy (Civil Service with a focus on well-being), and Neil Laybourn (Mental Health campaigner).

Through the awards, HLP aims to:

  • Celebrate the improvements helplines have made to people’s wellbeing either locally or nationally; to individuals or the community as a whole
  • Highlight the successes of ground-breaking changes in the way helplines are run through the use of technology
  • Recognize the achievements of those helplines, teams and individuals who have responded most successfully to the demands being placed on them

The six award categories were carefully selected to reflect the range of skills that are essential for any effective helpline. The award categories were:

  • Helpline Employee of the Year
  • Helpline Volunteer of the Year
  • Helpline Impact
  • Best Helpline Sector Contributor
  • Helpline of the Year
  • Best Innovative use of Technology

iCarol was proud to sponsor the award in the category of Best Innovative Use of Technology, awarded to deafPLUS. This category was open to all member helplines who demonstrated how they have been creative and effective in the use of technology. This could be through the use of ground breaking technology to deliver the service, or how the helpline has introduced a new suite of communication channels or is trying something really pioneering. A nomination must include evidence of how the helpline operated and the benefits gained from the introduction of technology.

The nomination for deafPLUS explains why they were so deserving of this honor:

    “Helplines by their very nature are not accessible to deaf people, and we wanted to change that. In 2015 deafPLUS launched the first ever national British Sign Language (BSL) Video Advice Helpline. It is the only helpline in the UK that enables Deaf BSL users to access information and advice direct in their first language without the need for an interpreter. We help with a range of issues such as money and debt, benefits and housing, civil advice and how to access external services. Deaf people can book an appointment via our website to speak to a specialist adviser who is also a native BSL user, using an online platform they are already familiar with such as Skype or Facetime. While Skype and Facetime are not new, we have used these pre-existing technologies in an innovative way to deliver this unique service for deaf people. Individuals do not have to go through the hassle of downloading a new app, or trying to familiarize themselves with a new video platform. Instead they can use an app they are already comfortable with, reducing stress, and making the advice-seeking process easier for the client. 85% of deaf people we surveyed said they had feared seeking information and advice through fears it would be inaccessible. Since monolingual BSL users will never be able to fully comprehend English, they must have fair access to information and advice in their own language.”

The judges agreed and chose deafPLUS as the honoree saying, “This is a very well thought out initiative using existing technologies in a creative way. It is beneficial to BSL users as it makes the new service easy to use and inclusive. As a project, it’s also cost effective for the helpline; easy to implement and support. Well done!”

deafPLUS HLP award

Elizabeth Burton-Phillips MBE (right) presenting Julia Pitt, BSL Advice Helpline Manager at deafPLUS. Photo by Christian Trampenau

About their win, deafPLUS adds:

    “deafPLUS provides a British Sign Language (BSL) Advice Helpline using popular video platforms such as Facetime, Skype, OoVoO and Whatsapp video. The service provides, mainly, Welfare Rights Advice which means Deaf people from all over the UK can receive professional advice through the comfort of their mobile phones, laptops or tablets without having to travel a long way to a Centre. Many of deafPLUS Centres are Local Authority funded so people who live outside of these areas are unable to receive much needed advice. Currently there are welfare benefit reforms which causes huge distress to Deaf people who find the information and letters complicated and inaccessible. Our BSL Advice Helpline breaks down these barriers and supports them with casework to ensure the best possible outcome. We were delighted to win the Helplines Partnership Award for Best Use of Innovative Technology.”

At iCarol, we deeply believe that technology can improve a helpline’s service delivery and expand their reach so that they can help more people. Clearly, deafPLUS exemplifies not only all that we at iCarol hope helplines can achieve through technology, but they were a clear choice for the Best Use of Innovative Technology award at the Helplines Partnership Conference. Congratulations to deafPLUS and all this year’s award winners!

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iCarol Webinar: Building a United Crisis Line Team in Times of Diverse Need

call me maybe lifeline 1800273talk

Our next webinar, titled “Building a United Crisis Line Team in Times of Diverse Need,” will be held on Tuesday, February 6th at 2pm EST.

With the stress of crisis call content and increasing volume as well as an expanding spectrum of needs being addressed, it can be difficult to know how best to unify your team and provide them with ample support, supervision and training, while also addressing your own operations, adequate scheduling, and volunteer/staff development.

This webinar, led by Rebecca Stock and Johanna Louie of the Suicide Prevention Center at Didi Hirsch Mental Health Services, will guide crisis center managers and supervisors through addressing these challenges. Attendees of this webinar will learn about expanding the skillsets of their staff and volunteers so that a wide array of topics can be addressed by them on calls and chats, ensuring that the most vulnerable populations are well served. Our presenters will also take us through how to balance the management of day-to-day operations with the needs of the volunteer or staff crisis workers. We’ll also discuss how to pair data and manager expertise to plan for operational and staffing needs. The tools we discuss will accelerate crisis lines’ abilities to balance meeting the increasing demand of people in crisis while caring for a vulnerable team of crisis counselors.

Our Presenters:

Rebecca Stock joined Didi Hirsch Mental Health Services in 2007 as a Volunteer Suicide Prevention Counselor and since then has become a Supervisor and is now the Program Coordinator for the 24-Hour Crisis Line. As Program Coordinator, Rebecca provides direct supervision of the Shift Supervisors and Crisis Line Counselors and oversees the daily operations of the crisis line. A large part of Rebecca’s duties include interfacing with related community agencies and local colleges, attending meetings with the Department of Social Services, participating in various outreach events. Being part of the Suicide Crisis Line for over 10 years, Rebecca has been trained in ASIST (Applied Suicide Intervention Skills Training) and plays a large role in providing training for new Volunteer Crisis Counselors. In January 2017, Rebecca completed her Masters in Counseling specializing in Marriage and Family Therapy. Rebecca has been touched by losing someone to suicide when in high school and has wanted to erase the stigma since then.

Johanna Louie started at Didi Hirsch Mental Health Services as a Volunteer Crisis Line Counselor in 2013. Currently, she is the Online Crisis Services Program Coordinator and oversees the chat and text services. She is passionate about utilizing technology to break down barriers to mental health services. Johanna is data driven and utilizes her prior experience in consumer insights at The Walt Disney Company to leverage analytics in making operational decisions for the Crisis Line. Her experiences in crisis services also include involvement with the Emergency Shelter Program at Center for the Pacific Asian Families, the Mayor’s Crisis Response Team as well as The Trevor Project. She holds a Master of Science in Human Behavior from the University of Southern California and is currently pursuing her Master of Social Work from Columbia University.

We hope you can join us for this informative webinar. To find out more and register, click the button below.

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