iCarol is very proud and excited to be an exhibitor at the first ever virtual Alliance of Information and Referral Systems (AIRS) E-Conference being held September 16-18.
The AIRS Conference is one of our favorite events of the year, so we’re very excited to take part in their virtual event beginning today. While things are a bit different this year, we are thrilled to see how resilient and adaptive the I&R community has been in response to the global COVID-19 pandemic. Amidst handling a record number of requests for their services the organizations and professionals in this space have found ways to innovate and reach even more people, often while working remotely.
For agencies serving older adults and those with disabilities, another industry highly active at this conference, they serve a population that is particularly vulnerable to COVID-19, who still require social connections and other services while maintaining social distance. Aging organizations have stepped up in amazing ways to provide consistency and reassurance.
Of course, it’s really no surprise to us that these industries have been so responsive to unprecedented challenges – 2-1-1s and I&R professionals are famous for their ability to find creative solutions to almost any challenge!
At our booth this week we have lots of information to share about our *NEW* iCarol features that empower 2-1-1s and other I&R services to:
- Rapidly respond during disasters and other emergencies
- Document data needed to submit reimbursement requests
- Meet people on preferred communication channels
- Collaborate with Community-Based Organizations to address Social Determinants of Health
- Participate in CIE and No Wrong Door initiatives
- Integrate with other software and systems
- Provide Closed-Loop referral and collect outcome data
In the weeks, months, and even years ahead, communities will continue to face hardships around finances, housing, employment, food insecurity, and access to healthcare as a result of this pandemic. We hope during these busy few days of virtually learning at AIRS attendees will find time to stop by our 2-1-1 services booth or Older Adult and Disability services booth and learn about all the latest solutions iCarol has to offer to help 2-1-1s, Aging and Disability services, and other Information and Referral centers meet the challenges of today and tomorrow.
Guest Blogger Josh Siegel is a PhD Candidate at the University of Amsterdam. His research focuses on service provider well-being. After earning a Bachelor’s degree from the University of Arizona, he moved to Amsterdam, where he obtained a Master’s degree.
Guest blogger views and opinions expressed are those of the author and do not necessarily reflect the official position of CharityLogic/iCarol, or iCarol’s parent company, Harris Computer Systems.
Child helplines offer support and information to children for a wide variety of issues such as abuse and violence, bullying, sexuality, family, homelessness, health and discrimination. As such, child helplines fulfill the United Nations mandate that all children be heard. In 2017, child helplines in 146 countries received over 24 million contacts from children in need of care and protection, and these numbers are rising rapidly. To help meet this growing demand, helplines have introduced online chat as another method of communication.
To perform well in this challenging and evolving context, helplines invest a substantial part of their budget into training volunteers extensively on how to provide social support to each child in the form of instrumental (e.g. advice) and emotional (e.g. empathy) support. Like many other non-governmental organizations, child helplines face the challenges of limited resources and volunteer turnover.
Volunteers at child helplines play an important role in providing support for children, so keeping them satisfied during encounters is crucial to continue helping children. The purpose of our study was to understand how children’s perceptions of instrumental and emotional support influence volunteer encounter satisfaction, and whether this effect is moderated by a volunteer’s previous encounter experience and levels of interpersonal and service-offering adaptiveness.
From discussions with child helplines, I learned that volunteer turnover is a common concern. The goal of the research was learning how to retain volunteers by keeping them satisfied in their roles. The academic literature about helplines and counseling has found sources of volunteer satisfaction like personal development, and social support from colleagues. However, I was surprised to find that little academic research has explored how volunteers may derive satisfaction from their interactions with children. Since volunteers spend a majority of their shifts talking with children, it seemed like a good place to investigate.
Summary of findings:
When a volunteer feels dissatisfied after a chat with a child, how does this experience affect the volunteer’s next chat?
What was really interesting in this study, is that we were able to collect data from both the child and the volunteer after each chat that they had. This allowed us to understand how a child’s perceptions of the chat influenced the volunteer’s experience. Let me explain what we found.
When volunteers had a chat that they experienced as less satisfying, they felt more satisfied with the next chat, especially when they were able to provide the next child with information and referrals. In our study, we call this providing “instrumental support” and we asked the children the extent to which they felt they received this type of support from the helpline volunteer (children’s perceptions).
The other type of social support we looked into was emotional support. This is like active listening and just trying to help children feel better without directly trying to solve their problems. Unlike instrumental support, providing emotional support in the next chat did not improve volunteer satisfaction after a less satisfying chat.
We think that volunteers might provide instrumental support to feel better. When you’re feeling down, you can feel better by assisting someone because it feels good to help.
We also asked volunteers to rate their own “interpersonal adaptiveness.” It indicates how easy it is for volunteers to adjust how they communicate with each child. For instance, they might change their vocabulary to match a child’s or adjust their personality based on what they think the child needs. We found that those volunteers who feel they are good in interpersonal adaptiveness, were more satisfied when providing instrumental support. Another thing that volunteers do is adapt the support they provide to each child. For some volunteers, it is easier to customize the information or referrals to specifically fit each child’s situation. This is referred to as “service-offering adaptiveness” in our paper. We thought that this would mean some volunteers are better able to detect cues from children. And in doing so, their satisfaction would be more dependent on the cues they picked up from each child. However, we found the opposite. Our results showed that satisfaction for volunteers with higher “service-offering adaptiveness” was actually less affected by providing instrumental support.
Based on our findings, what can helplines do to help volunteers remain satisfied during their encounters with children?
Finding: Volunteers are more satisfied when children believe they received lots of instrumental support.
Suggested Action: Volunteers should have easy access to the helpline’s resources in order to provide the best information, advice, and referrals to children.
Finding: It is important to be aware that a volunteer’s experience with one encounter influences the next encounter.
Suggested Action: There should be sufficient support for volunteers after a less satisfying encounter. We recommend a feedback tool that would help volunteers to “cool off” after one of these chats or even allow a colleague or manager to help volunteers with the next chat.
Finding: Since volunteer satisfaction increases when children are happy with the support provided, it is important that volunteers are able to detect children’s perceptions.
Suggested Action: To help volunteers understand children’s perceptions throughout a chat, we propose that a monitoring system would be helpful. Such a system could highlight keywords in the chat that would signal whether the volunteer should provide more instrumental support and/or emotional support.
Further reading and sourcing: Siegel, J. and van Dolen, W. (2020), “Child helplines: exploring determinants and boundary conditions of volunteer encounter satisfaction”, Journal of Services Marketing, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JSM-05-2019-0200
Call for collaboration:
The project I am currently working on investigates how helpline counselors manage multiple live chats / SMS conversations simultaneously and how doing so can affect their wellbeing. My goal is to identify ways for enhancing counselor wellbeing by determining how and when it is best to handle more than one interaction simultaneously in order to prevent either feeling overloaded or bored.
I am looking for a helpline with a focus on serving youth and children that would be willing to help me collect data from volunteers and counselors about their experiences with each interaction. I would also like to talk with helpline managers and counselors about their experiences, concerns, and ideas to find out how else we can collaborate. In addition to an academic article as output of this research, I would write a management report for the helpline which discusses the findings and recommendations for helpline managers.
If you are interested in collaborating, please contact me at firstname.lastname@example.org
Returning to school and beginning a new academic year can cause feelings of anxiety and uncertainty in any circumstances, but this year it is extra stressful on students, parents, and educators alike due to COVID-19.
Each year, Mental Health America releases a back to school toolkit aimed at helping people start the new school year right with healthy habits and an awareness of stress and mental health. This year the kit contains materials aimed specifically at coping with the unusual circumstances of beginning school in the midst of a pandemic, with many schools opting for virtual or distance learning, at least for the first semester.
The 2020 Mental Health America Back to School Toolkit is available now on the Mental Health America website.
The Coronavirus global pandemic has introduced all sorts of new challenges to not-for-profit organizations — maintaining services while social distancing and obeying stay-at-home orders, keeping staff and clients safe, shifting to remote work, engaging clients online — to name a few. And while seamless service delivery is of the utmost importance, those services often can’t exist without donors, stakeholders and funders, and we’ve still yet to see the long-term impacts the economic downturns and depression may have on non-profit funding.
A recent blog shared to Candid Learning, an online source for information about philanthropy and fundraising, shares some information and steps toward better engaging and accessing funding sources during the pandemic, and tips on realigning services with the missions and priorities of those funders. Read more on the Candid Learning blog, authored by Elizabeth (Liz) Ngonzi.
Check out these related resources:
How to Get Funding
for New Technology
Why Advocacy and
How the Heck Do You Do It?
Building a United Crisis Line Team
in Times of Diverse Need
How to Calculate
Social Return on Investment
This is the second in a series of blogs about practicing self-care in times of high stress, such as what we’re experiencing now with COVID-19. You can read Part 1 here.
Many people—especially those in helping professions—find it hard to practice self-care even if they understand its importance. There are a number of reasons for this. It is difficult to pause and make time for self-care practices when consumed by tasks at home, work, with family, etc. Helpers might feel guilty about taking time for self-care for fear that they are somehow letting down their families, coworkers or clients by pausing, even momentarily, to care for themselves. With these obstacles in play, it’s important to take some actions to make self-care a bit easier to achieve.
Tips to Help Make Self-care Possible
Start short, and work your way up
Sometimes we associate self-care with activities taking a long bubble bath or treating yourself to a professional massage. While either of those can be great for self-care, these two examples involve a level of time and cost commitment that is unrealistic for many people. Instead, we should think of self-care as something that someone only needs to take a few minutes to achieve at first. While it’s ideal to take more than just a few minutes at a time for self-care, associating self-care only with more indulgent, time-consuming activities can easily set a person to give up on the idea without even trying, because it seems too unrealistic to achieve.
Develop strategies for work and home
You’re going to need self-care options for several different environments and circumstances, so it’s a good idea to keep a few ideas in your toolbox that will work for the setting. Taking a half hour to break and read a book or watch a television program might work at home, but in the office self-care may look more like finding a quiet space for a few minutes of deep breathing and recharging. Try to keep an open mind and find multiple activities that work for you so that you can practice self-care as you find time in a variety of environments.
Pursue activities that are therapeutic for you
When deciding how to care for yourself, think about what you enjoy and what kinds of activities give you a deepest sense of peace, relaxation, or accomplishment of self-care. It can be easy to get caught up in what self-care “should” look like through society’s perspective, but effective self-care is very individualized.
Make it a team effort
It’s a phrase we’ve heard a lot lately— “We are all in this together.” But, the saying is particularly true especially for those who are working directly on COVID-19 response. Caring for others is one of those things you’re good at, and you can use that power to take care of your colleagues, and let them take care of you as well. The power and protection of your team is more meaningful now than ever, so rely on one another to help make self-care a priority. For example, help remind one another to take breaks as needed at work, and be there to process difficult calls with one another. If everyone buys in to self-care as an important part of the workplace, you can all help one another be accountable for everyone practicing good self-care.
In the third and final part of this blog series, we’ll share some ideas for self-care activities and why each might be effective for reducing stress.
Businesses of all types have been deeply affected by the COVID-19 crisis, including not-for-profit organizations. Both the Canadian and US Federal Governments have made assistance programs available to small businesses, particularly regarding maintaining of payroll in spite of lost income. The following resources may be helpful to your non-profit organization if you need to explore such programs for your agency:
April is Stress Awareness Month. Right now we’re all very aware of just how stressful life is, and for those providing any kind of services and response to COVID-19, it is an especially stressful time. When the calls are nonstop, the task list is endless, and the hours are long, that’s precisely when we tend to abandon our self-care so we can focus more attention on work—And that’s the exact wrong thing to do.
It is normal to approach self-care with skepticism. Not so much questioning its importance, but how realistic it is to achieve. The reality is none of us have the free time staring us in the face where we can easily focus on ourselves, the point is you have to make the time and commit to it.
Why is Self-care Important?
Be a more effective caregiver
As the flight attendant says, “In the event of an emergency, when the oxygen masks deploy, be sure to put on your own oxygen mask before assisting others.” Why? Because if you pass out from lack of oxygen, not only do you suffer but those who needed your assistance can’t receive help either. You cannot be an effective caregiver to others if you yourself are suffering from excessive stress or burnout. And the way to avoid getting to the breaking point is to practice self-care along the way, and often, so that stress levels aren’t able to get to the point of breaking you and preventing you from truly being present for each client interaction you are tasked to handle.
Prevent physical and mental health problems
It’s not just about the health and well-being of the people you serve—your own health is put at risk when stress compounds and you neglect a self-care routine. According to numerous health authorities, including the Centers for Disease Control and Prevention, Canadian Public Health Association, U.S. Department of Health and Human Services, American Heart Association, National Institute of Mental Health, and others, chronic stress can lead to several—sometimes serious—health conditions including:
- Digestive problems
- Problems sleeping/insomnia
- Weight gain
- Disruption to memory and concentration
- High blood pressure
- Heart disease and stroke
The American Psychological Association outlines the numerous, and very scientific, reasons that stress impacts your body from your brain to your muscles and everything in between. If you struggle with investing time in a self-care routine, think of it this way: If any of the conditions listed above develop as a result of chronic stress, you’ll end up spending much more of your time, resources, finances—and, ultimately undergo even more stress. Think of the old quote by Benjamin Franklin coined way back in 1736: “An ounce of prevention is worth a pound of cure.”
Maintain healthy relationships
When things are particularly hectic at work, coming home can be a welcome reprieve. But, left unmanaged, stress can create unrest in your household. Stress is contagious, and so your overall mood or tense demeanor could cause your partner, children, and others in your home, to experience similar symptoms. Stress can cause us to have a “shorter fuse” and lose patience more quickly, leading to bickering or blow ups. And, in this case, one of the scientific benefits of stress—increased vigilance—can make you hyper aware of the faults, annoying habits, and negative behaviors of those around you, again potentially creating more arguments and bickering. Effectively managing stress through self-care can help keep the peace.
How do I practice self-care?
In Part 2 of this blog series, we’ll look at the different ways one can practice self-care to relieve the symptoms and effects of stress.
Why Self Care Can Help You Manage Stress
The Mind and Mental Health: How Stress Affects the Brain
Stress symptoms: Effects on your body and behavior
The Effects of Stress on Your Body
Lower Stress: How does stress affect the body?
Mental Health – Coping With Stress
Stress effects on the body
5 Things You Should Know About Stress
How Stress Affects Mental Health
Is Stress Killing Your Relationship? Why You’re Not Alone
What are the effects of stress on a relationship?
Technology has made it easier than ever to turn any setting into a contact center, including your workers’ homes. Because iCarol is a web-based solution, it can be used anywhere with an internet connection. iCarol Software empowers employers to not only make remote work possible, but do so without sacrificing service delivery or quality. Now more than ever, especially given the continuity of operations needs during the COVID-19 pandemic and other emergencies we can be sure to experience in the future, it’s time to consider remote work for your agency.
There are a number of tools in iCarol that help you exercise control over what your users can see or do when working outside of the office. For instance, while any device can sign in to iCarol, you can make it so that only certain devices can access sensitive information such as Client Profiles or Contact Records. Using the Restriction/Certification tool, individual devices can be certified either directly by an iCarol Admin level user, or you can give permissions to a user to download and install a certification tool on the device themselves. iCarol’s Support Team can also authorize specific IP addresses, if you have a particular static IP address that should be allowed to access sensitive areas of the software.
iCarol Admin users can also restrict an individual volunteer or staff member’s movements throughout the solution on a very granular level using Advanced Security Settings found within each individual user Volunteer/Staff Profile. There are five high level security settings, plus numerous advanced security settings that enable or disable even more specific controls over what areas of iCarol a user can access, and what types of tasks they can complete. This way, you can restrict users’ movements in the system which is especially helpful when you aren’t able to supervise a worker in person or wish them to have more limited iCarol capabilities if they are working away from the office.
Connect Your Workforce with Your Mission and Each Other
One objection often heard about remote work, particularly from those who enjoy the socialization that comes with an office setting, is that it can make one feel lonely and isolated. It is very important that remote workers are given opportunities to connect with one another, their supervisor or manager, and the mission or “big picture” of the organization for which they work. Being separated from one’s coworkers physically doesn’t have to lead to separation anxiety for workers who crave or need human connectivity to perform their work.
When logging in to iCarol, all users see a home page that provides a snapshot at what’s going on at their agency. The News section can be used to share the latest information they might need to know, perhaps a new service provider was added to your resource database, or a local TV station is airing a story that will share your helpline number which could lead to a bump in volume. No matter the news, you can put it front and center and be sure your iCarol users are in the know.
Sharing important information with your workers is important, but so is getting your workers to interact with each other and feel like a team. In the Chatboard, volunteers and staff can add to discussions on topics and in forums set up by managers, giving everyone a chance to share ideas, input, and add to conversations. iCarol also provides an Internal Chat feature that allows logged in users to securely chat with one another. This helps iCarol users communicate with their peers or supervisors instantaneously, to ask for advice about a call, get help finding a resource record, or ask their supervisor to silent monitor a difficult chat they just answered.
It’s important to have connectivity not just between your own staff members, but among peers and colleagues across your industry, especially when your industry may be addressing a common challenge like in the case with COVID-19. The iCarol Community is a place where Admin level users of iCarol, typically leaders and managers at the organization, can post messages seen by their peers at similar services worldwide. Networking with these peers can be a great way to learn best practices from one another, share resources, policies, templates, or just receive support from others who are right where you are and can relate to the challenges you are addressing. This feature was recently expanded with a version now available to all iCarol users within the iCarol Help Center.
Provide Supervision and Coaching
Most employees want to be good at what they do, and serve their clients well. That can’t happen without supervision and feedback from one’s manager. You can still provide supervision and effectively coach your workers even if you are in separate places.
There are multiple ways this is accomplished in iCarol. One can be found in your Messaging (Live Chat and SMS/Texting) area of iCarol. All conversations can be silently monitored by managers with the correct permissions in iCarol. This means they can watch and read the conversation as it happens. If the worker appears to be stuck or is going in the wrong direction with the interaction, the supervisor could use Internal Chat to send them a note and get them back on the right track. People with permissions to silent monitor can also join or take over a Live Chat or SMS/Texting conversation entirely if the situation calls for it. Coaching can occur after other interactions, too. Contact Records have an area for authorized users to give both private or public feedback for the specialist to read and learn from. You can always supplement these iCarol tools with an occasional phone meeting as needed to provide supervision and coaching can also help employees feel guided and supported.
Sometimes supervision is a matter of quickly checking to see that your workers are doing their assigned task, or setting in place reminders for these employees. Admin users have access to comprehensive sign on logs so they can check that remote workers are signed into the system when they are supposed to be. You can also set up a number of notifications for your workers – reminding them when the shift calendar is open for signup, when they have a shift coming up, or when a follow-up task is assigned to them. Volunteers and Staff handling incoming Live Chats or SMS/Text messages from your community can be alerted when a new conversation comes through to the queue. This is especially helpful for remote workers who are multi-tasking and cannot be tethered to their workstation, for example if they are doing field work.
Ensuring the people who contact your organization receive excellent service and come away feeling helped is a top priority. There are plenty of ways to evaluate remote workers just as you might if they were in the office. Contact Records, logging any type of interaction, can be read to review the content of the documentation. Managers can also ensure the data collection elements are correctly marked, either by reading individual Contact Records, or running reports in iCarol’s Statistics section. The Statistics area also allows you to filter reports by worker, making it simpler to evaluate the documentation of a single volunteer or staff member.
The Random Sampling Surveys feature in iCarol reminds your workers to schedule satisfaction surveys and other follow-up interactions. The results of these surveys can be evaluated to find any gaps in service quality. It’s also easy to check the quality of data curation done by your Resource Manager. iCarol’s Resource Advanced Search and Bulk Editing Tool provides an in-app, table-style way of finding missing data, or information that is not correctly formatted to your style guide.
Quality assurance is a top priority for most managers, and there are many ways in iCarol to check quality and ensure your community is receiving a high level of service, even when that service delivery is happening away from the office.
Invite Community Interaction
The people in your community appreciate and need your services, but how they want to access them is evolving. More people are opting for self-service options when they are made available, such as exploring available services online, or filling out an intake form or screening rather than making a phone call. When your community has self-service options available to them, they get the benefit or your services while reducing direct staff time needed to serve them, and this can be especially helpful for remote work.
The iCarol Public Resource Directory enables use of an embedded resource database/service provider directory on your website where it can be searched or browsed by your web visitors. Since these resource records are pulled directly from iCarol, your community can rest easy knowing the information is thoroughly vetted and well-curated by your resource managers, and is much more reliable than the results they may get by conducting a generic web search. A Public Resource Directory is especially useful during emergencies or disaster response – when your community has the ability for self-service like this, it will decrease the volume of direct contacts on your staff which reduces wait times or abandoned calls, and lessens stress for your staff members.
Public Web Forms, another self-service option, allows community members to visit your website and complete a customized form that, once submitted, appears in iCarol as a completed Contact Record so you can run reports on the collected data, and disposition and follow-up according to your internal processes. It’s a versatile option that is especially useful in emergencies or disasters when your remote work plan may be activated. If your program needs to screen people for program fund disbursement eligibility, for example, you might expect an overwhelming number of calls about the subject. A Public Web Form would be a suitable replacement to speaking with a staff member. Using the form’s built-in screening tools you can assess and communicate eligibility, then forms submitted by eligible recipients are placed in iCarol for easy assignment and follow-up tasks for your staff.
If your organization is not already offering remote work options, now is the time to consider it. Having the option for your volunteers and staff to work remotely, either on a temporary basis due to continuity of operations planning during an emergency, or on a more permanent basis, offers many benefits to your workers and your organization. And as you can see from reading through this blog, when you use iCarol, you don’t have to sacrifice service quality, proper supervision, or strong communication and connectivity to build a professional workforce that works away from the office setting.
Given the current situation with COVID-19, we can rapidly deploy and offer low-cost, short term options to help with your community response. Contact us for more information and to get started.
Working remotely, often synonymous with the phrase “working from home,” has become the norm as technology advances and becomes more accessible, and the availability of online or cloud services expand. While some managers and companies remain skeptical of the benefits of remote work, numerous studies have found that many of the common fears—that employees won’t be productive or can’t be trusted to do the job correctly, or at all, when not in the office—are mostly unfounded. According to information gathered by Gallup, as of 2016, 43% of employees worked remotely in some capacity, and this flexibility leads to more engaged employees, which can improve everything from productivity, profitability, and employee retention.1 A Stanford University study 2 of call center workers found home-work resulted in a 13% performance increase, people took fewer breaks and sick days, and 4% more calls per minute handled thanks in part to a quieter and more convenient working environment. Home workers also reported improved work satisfaction, and their attrition rate was cut in half.
Not only is remote work increasing in normal, everyday circumstances, but it can become a downright essential alternative in times of emergency like natural or man-made disasters, or during health emergencies or pandemic like we are seeing right now with novel Coronavirus/COVID-19 where people are encouraged or mandated to quarantine or socially distance themselves from one another. Now, more than ever, it’s time to research and plan for the option of remote work as either a temporary or permanent option for your workforce.
How do you get started with having your employees or volunteers working remotely if this is not a current part of your operations? Your remote work plan will be more successful if you spend time on the front-end planning. Here are some ideas:
Write a Remote Work Policy
A remote work policy does not have to cover every single aspect of working from home, but it should outline when and how employees can work outside the office, who is eligible, and any particular protocols to be aware of. It can also cover whether or not the practice is temporary or permanent, legal rights, and other Human Resources specific rules and regulations. There are many templates and examples online that will give you a starting point to work from. Start with any professional listservs, email forums, or other groups that you subscribe or belong to.
Be sure that any remote worker has read your policy, and understands what is expected of them when working from home. Clearly explain what they are to do, and how they should do it. If their work will be evaluated in a specific way related to remote work, explain this to them so they can be clear on what is expected. Also communicate clearly how they can obtain support or guidance from supervisors in the event they need assistance.
Remote workers might need to access sensitive information to complete their work, so think about their home office setting and the digital security they’ll have in place. Will they be using a personal computer, or one from the office? What types of security applications must they have installed, and what protections does their home network and internet connection provide? Consider consulting with the IT professionals at your workplace and ask for their recommendations.
Provide Support and Supervision
While working remotely has many benefits, one downside sometimes reported by remote workers is a feeling of isolation or missing workplace camaraderie. It’s important to make your remote workers feel as connected as possible to each other and the activities of the organization, and provide them with ample supervision or other supports. Remote workers will still need to be evaluated, have quality performance checks, and be able to easily reach a supervisor for guidance in a given situation. This is not only important for their own effectiveness as an employee, but for the quality of your overall service delivery to the people who contact you.
Run a Pilot Program
A good test run can make any new initiative run more smoothly. If you are looking at adding remote work options to your organization, consider running a pilot program first. A pilot of your remote work plan could involve just a few select workers to start, and be limited to a set period of time to test the plan. Have workers follow the policy, and document what worked for them, and what didn’t. Likewise, from a managerial standpoint you can track what elements you found successful, along with which aspects were unsuccessful and why. Conduct quality assurance measures and evaluate documentation or Live Chat/SMS Transcripts to ensure contacts were handled properly. Analyze sign on logs to check that workers were signed in when they were supposed to be. Based on your findings, you might adjust your policy, make changes and run a new pilot, or use your results to launch your remote work program to more employees and/or for extended periods. Of course, it’s possible that the findings from your pilot may help you determine that remote work isn’t a possibility for your agency at this time.
Choose Technology to Support Remote Workers
All of this careful planning will be worthwhile once you launch your remote work program and start to see the benefits it brings. However, one of the biggest pieces of your preparation plan is making sure you have the tools–more precisely, technology–in place to execute your plan effectively. Processes based in paper and physical files, or in desktop applications that aren’t cloud-based, are very hard to duplicate remotely. How will workers accept and document contacts from their home? How will you provide supervision and coaching when your employee is 20 or more miles away and not at the cubicle next to yours? How will you monitor their work and ensure they are completing their assigned tasks?
If you are not currently set up with technology to make your remote work program a success, it’s not too late to get started. In Part 2 of this blog series, we share information about how the tools and features of iCarol not only enable remote work, but enhance your service delivery, improve workforce connectivity, reduce employee attrition, and more.
2 Does Working From Home Work?
Like many of you, we are closely watching developments related to novel Coronavirus, also known as COVID-19, while cases emerge around the world and concerns about the virus intensify.
We recognize that many of our customer organizations have a critical role to play when incidents like these arise. Because of their earned reputations as trustworthy sources of information and support, local helplines and contact centers are often relied upon to engage with their communities and provide reassurance, emotional support, reliable information, and referrals to resources.
Based on our experiences working with our customers during past natural and manmade disasters, you may consider some of the following actions for your organization:
- Keep relevant, accurate information readily available to give out to your clients as needed. The best sources of information at this time are:
- Review your own internal disaster/emergency incident policies and procedures to maintain continuity of operations.
- Familiarize yourself with your local and state agencies that may provide direct services and assistance, such as local Departments of Health and Human Services, and ensure that referral database information is up-to-date for these agencies.
- Network with your contacts at the aforementioned agencies to remind them of the services you provide and request that your organization be kept abreast of any developments or actions they plan to take, so you can assist in their efforts to inform the public.
- Consider what data collection elements should be added to your iCarol Contact Form so that any contacts about Coronavirus can be tracked and documented in case you are asked to report on this information.
- Enable client self-service by including information about your agency’s role, as well as links to official sources of information, on your organization’s website and social media presence.
- Direct callers to the right extension or audio message containing Coronavirus information by setting up an option in your IVR/Phone tree within your phone system.
iCarol is here to help you with any initiatives you might become engaged in related to Coronavirus, so that you can respond to your community’s needs quickly and efficiently. Options like:
and many other partnership options and integrations are readily available.
- Sharing your database of resource information with partner
- Sharing Contact Forms within your network
- Providing after-hours or collaborative Call/Chat/SMS response or reporting
As community service, iCarol can turn on Contact Record and Resource Database sharing for up to 30 days during a qualified event for no additional cost.
Potential use cases for these kinds of partnerships are:
- Several contact centers within a state or region need to share a single Resource Database, or view one another’s databases, so they can provide seamless referrals regardless of where in the network the client contacting them is located.
- Collaborators share Contact Forms so they can all collect consistent data related to the disaster or event, and complete consolidated reporting.
- When one center must shutdown services at their location and transfer their calls to a partner, their partner can access their Contact Form and Resource Database, to be sure they can fully function as that closed center’s backup until the center can reopen and resume services to their community.
The following iCarol resources may be helpful to you as you research and plan partnerships during an emergency:
Data Exporting, Sharing, and Integrations Options in iCarol
Do More Together: A Guide to Collaborations
Using iCarol During a Disaster or Emergency
We want to take this opportunity to thank our customers for all their current and future efforts in responding to Coronavirus/ COVID-19. Your dedication to the health and wellbeing of your communities is remarkable and does not go unnoticed by us. Please do not hesitate to reach out to the iCarol Team should you have questions about using your iCarol system to respond to this incident, or need help enabling partnerships and integrations, and we will be happy to assist you.