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iCarol End-of-Year Housekeeping Tasks

As the end of 2018 approaches, we want to take the opportunity to provide some housekeeping tasks for you to review. We know how busy you are every day of the year, and even if you already have processes in place for these tasks, getting them done might fall to the bottom of your to-do list sometimes. Now is a good time to review these housekeeping tasks to help you get the most out of your iCarol system, while you’re getting ready for another exciting year!

    Review Draft Contact Forms

    It’s a good idea to designate a user with appropriate permissions to review all Contact Forms in DRAFT and ensure they’re either submitted or deleted by the end of the year. This is important because any Contact Forms in draft mode aren’t included in Statistics or Data Exports reports, so you could be missing import reporting data if forms documenting completed calls are left in draft mode. And erroneous drafts can clutter up your draft list, making it harder for your staff to see the drafts that actually need to be reviewed and completed. To learn more about draft Contact Records, read this related help article.

    Draft call report forms

    Set Obsolete Contact Record Custom Fields To “Inactive” Status

    The information you need to collect on your Contact Forms may periodically change. For example, perhaps a project your helpline participates in ends, and you no longer need to collect that piece of data. It helps keep your forms tidy, and reduces time spent by your volunteers, if these unnecessary fields are hidden from the form entirely. This cleanup can be done at any time, but the end of the year is a perfect time to review the relevancy of your form’s fields. To learn more, read this related help article.

    Disable inactive call report form filter

    Disable Inactive Custom Fields in Contact Forms from Appearing in Statistics Call Content Filters

    If you’ve made changes to your Contact Forms, and set any custom fields to ‘inactive’ because they were no longer being used, now is a good time to review those inactive custom fields, and determine if the setting to ‘Use as a filter in Statistics’ should be disabled. If you no longer need to run reports on this information, it may help to have that filter removed from the list entirely. This way, your reporting staff will only see applicable filters when applying them to reports, saving them time as they browse through the list of filters. To learn more, read this related help article.

    Call Report Editor Use as filter in statistics

    Disable Vols-Staff from Accessing iCarol

    It’s likely you had users leave your organization throughout the past year for any number of reasons. Even if you have a process in place already for what to do when users leave your organization, now is a good time to review your Vols-Staff profiles to ensure you’ve disabled users from accessing iCarol, when appropriate. This not only keeps them from accessing data they are no longer authorized to have, but also ensures they won’t be called or emailed by your active volunteers for help covering a shift. To learn more, read this related help article.

    Disable volunteer access

    Review Organization Contacts

    During the year your designated Billing or Support Contacts may have left your organization, but you forgot to update your iCarol system accordingly with this information. To avoid unpaid invoices or delays in sending Support requests, it’s good to occasionally make sure the proper contacts are assigned to these roles. Read this help article to learn more about your organization’s designated contacts, and how and why to keep them up to date.

    Designate contacts

    Backup Resources

    It’s best practice to periodically create a backup file of your Resources, in case you need to access them offline for any reason. These files can then be especially helpful if your organization experiences problems with internet connection, but you are still able to handle interactions (i.e. take phone calls, or handle walk-in requests) and provide referrals. You can create this backup file using our standard Resources Data Export tool, or even better, use the Specialized Exports of Resources to Word/Excel feature if your organization is subscribed to it, which provides even more flexibility in how these exports are presented and organized. Use the links above to read the related help articles to learn more about each tool to create a backup of your Resources.

    Extract data

    Backup Contact Records

    It’s also a good idea to create an offline, back-up copy of your Contact Records for your users to access in case your organization ever experiences problems with internet connection. Depending on the complexity of your forms, you may wish to simply save a printable version of your Contact Forms for your users to print out, or for more complex Contact Forms you may wish to transpose your Contact Forms into an editable document so your users can fill out the form on the computer. Some of our users even create paper copies for use in the event of a full power outage. Then, once internet connection is re-established, you should have a process in place to enter the data into iCarol so the interactions are included in statistical reporting.

It’s likely your organization already has processes in place to complete most of these tasks throughout the year. But if you don’t, now might be a good time to consider if you want to develop any processes for the new year to help you stay on track with completing these tasks on a regular basis so you’re optimizing your iCarol system.

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CharityVillage to present free webinar on fundraising for small non-profits

CharityVillage

CharityVillage, an online community dedicated to knowledge, training, and collaboration for non-profit organizations in Canada, will hold a free webinar on Thursday, December 6th from 1-2pm EST.

From the CharityVillage website:

    Fundraising in small organizations can be crazy-making. It can be demoralizing to hear “XYZ large organization just hosted a million dollar gala. I think we should try host a gala too”. Or maybe it’s the dreaded “I’ve never heard of your organization”. It’s tough to be a small nonprofit where it feels like the large ones have all the advantages. How can you compete?

    Add to that the many hats you wear and the immense time pressures. Who can fit fundraising in? There is never enough time in the day to do what we want to accomplish…

For more information on this free webinar, and to register, visit the CharityVillage website.

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iCarol at the National Crisis Center Conference

From Wednesday, October 17 through Friday, October 19, Rachel Wentink, Vice President, Operations, and Mary Kruger, Client Training Coordinator, will attend the National Crisis Center Conference in St. Louis, Missouri.

The conference theme is “Gateway to Gold: Setting the Standard” with a focus on best practices for optimum success of the attending organizations and their clients. This year’s conference will offer sessions in two tracks focused either on Systems or Centers, with several workshops that satisfy both.

There’s no better group to speak to best practices than the two entities presenting this conference, CONTACT USA (CUSA) and the National Association of Crisis Organization Directors (NASCOD). Both organizations have a phenomenal history of supporting crisis work and we recommend considering membership for your service if you are a helpline, warmline, crisis center, suicide prevention service, or similar organization. By joining them you’ll discover fantastic networking and knowledge sharing from caring individuals who can relate to your day-to-day joys and challenges as a manager or executive director of a not-for-profit. Find out more about CUSA membership here and NASCOD membership here.

Our history with this group and conference is our longest association, going way back to iCarol’s earliest days, and many of the helplines and crisis centers who host this conference were some of iCarol’s earliest users. It’s a long standing relationship that we value and we’re proud to not only attend but are also long-term sponsors of this important gathering organized by pillars of the helpline industry.

As with all conferences we attend, we welcome the opportunity to connect with old friends and new ones. We’re eager to hear about your latest projects and discuss ways iCarol can support you and the needs of your community. Both Mary and Rachel will be on hand throughout the conference to answer your questions and talk about how iCarol can help. We look forward to seeing you!

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American Association of Suicidology Webinar: Autism Resources for Crisis Centers

On September 19th, 2018 at 12:00pm EST, the American Association of Suicidology (AAS) will hold a webinar titled “Autism Resources for Crisis Centers.” The webinar will be hosted by Autism & Suicide Committee Chair, Lisa Morgan, M.Ed. CAS, & Amelia Lehto, Crisis Center Division Chair, and moderated by Carla Patton. The goal of the webinar is to explain how to use resources specific to the autism community when an autistic person calls or texts a crisis line, as well as to describe how volunteers will use the resources to help autistic people. The webinar will cover the following topics:

  • Autism friendly resources for crisis centers
  • One page resource paper and supplemental pages
  • Utilizing this resource in crisis centers setting

After the webinar participants will be able to:

  • List the information on the one page resource and supplemental pages
  • Describe how to identify and work with autistic people on a call or text crisis line
  • Explain the benefit of addressing autism in their crisis centers
  • Implement this resource for frontline use in your crisis center

There is no cost to attend for AAS members, and non-members can attend for just $10.

To learn more or register for this exciting learning opportunity, click here.

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National Crisis Center Conference set for October

The National Crisis Center Conference presented by CONTACT USA and NASCOD is 4 months away! Details about the conference including conference and hotel registration can be found at http://www.crisiscon.org/. Early bird registration will end August 17th so register now to receive the early bird discount.

This year’s conference will be from October 17th – 19th in St. Louis, Missouri. The conference includes 3 days of best practices, intensive trainings, and networking opportunities with crisis center leaders and managers from around the country.

For those that have not attended a conference before, it is a great way to network with other centers, meet new people, connect with colleagues, as well as learn and share pertinent crisis work information.

Call for papers is now open as well. If you are interested in presenting, please submit your presentation proposal at: http://www.crisiscon.org/program.html. Deadline for submission is Wednesday, July 11th.

Questions? Please contact Gail Selander, CONTACT USA, at gselander@contact-usa.org.

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Would you like to blog for iCarol?

The goal of iCarol’s blog is to provide interesting, helpful, and relevant information to our readers, who are typically volunteers or staff members of helplines and not-for-profit organizations located around the world, as well as people in executive and leadership roles, and other stakeholders. This group includes people who use iCarol, and also those who don’t.

Some of our best and most popular blog posts have come from helpline professionals who have a unique perspective to offer our readers. We’re always looking for new bloggers to join us. Here are some suggestions for topics to write about:

  • How your helpline handles a specific problem/topic that may be common in the helpline industry

  • Your thoughts or stance on a particular issue impacting helplines, or impacting larger industries of which helplines are a part (i.e. suicide prevention, mental health, addiction, LGBTQIA, sexual and/or domestic violence, problem gambling, etc.)

  • Policies, procedures, thought processes, or philosophies on various topics that come up

  • Blogs about funding — tips on how to get it, where to search for it, how to write a good grant or proposal, or how to convince your board or CEO to fund something that your helpline needs

  • Detail on partnerships you’ve formed that have ultimately helped your service thrive or improve service delivery. This could be partnerships with local law enforcement, emergency departments, counseling offices, organizations you commonly refer to, and more…

  • How-tos or tips for working with certain populations

  • Share information about how you use iCarol that may be helpful to other users

  • Going beyond service delivery — How do you market your program? How do you advertise and make people aware of your service? What outside resources do you turn to for help?

  • What events or conferences do you attend and why should other helpline professionals attend them?

And those are just a few ideas for the types of blogs we’re looking for. We welcome your own ideas and proposals for topics beyond what is listed above.

Once you submit it to us, we’ll review your submission. If chosen for publishing, we’ll set up a brief bio and byline for you, and when we publish your blog we’ll also link back to your organization’s website. In exchange we’ll ask that you also link to this blog using the outlets available to you, such as your own organization’s blog, newsletter, social media accounts, etc.

Original and exclusive content is great, however any material you may have previously written that was published elsewhere is welcome, so long as you or someone from your agency authored it and you have ownership over it and are authorized to cross-post it with us.

Interested? Want to submit an idea, a finished blog, or simply learn more? Please for more information! You can also check out past guest blogs here.

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Closing and Hiding Automated Verification Requests

The Automated Verification Request/Response (AVR) feature in iCarol helps you keep resource records reliable and up-to-date, and saves hundreds of hours when compared to sending manual emails, letters, or making phone calls. But, you may find over time the list of Requests sent by you, or your organization, may become long and therefore hard to determine what requests are still open.

If you use the AVR feature, it’s also likely your organization has setup a Verification Process, in which you set a certain number of times you’ll reach out to an organization requesting an update be made, and specify the ways in which you’ll reach out to organizations. For example, you may have a Verification Process setup where you send 2 emails to an organization, then if they don’t respond X weeks after the 2nd email is sent, you may try calling the organization twice, and so on and so forth.

For this reason, and more, it’s helpful to keep the list of open Requests updated so it can be used as a tool to help keep track of your Verification Process. You can keep this list updated using the buttons at the bottom of each Request to ‘Close’ or ‘Hide’ the request, depending on your desired outcome, in combination with the filters available on this page for which ‘Existing Verification Requests’ you want to include in this list.

automated verification requests

Updates were recently made to the buttons that control which Requests appear on the list as Open, which ones appear as Closed, and which ones are Hidden. The updates made these buttons more meaningful and user-friendly, making it so each button has a slightly different outcome. The three buttons available to choose from are ‘Hide this request on the list’, ‘Mark the Request as Closed’, and ‘Mark as Verified and Close’, and each button causes different changes to happen within the resource records included in the Request you’ve selected.

Depending on which button you choose, the changes are as follows:

  1. ‘Mark the Request as Closed’ will:
    • change the status in the list of requests to ‘Closed’ so it can be filtered from appearing in the list
    • cause no change to the ‘Last Verified…’ or ‘Verifier’s…’ data
    • make the Request links sent to verifiers inactive, making it impossible to submit a Response for this particular Request
  2. ‘Mark the Request as Verified and Close’, will:
    • change the status in the list of requests to ‘Closed’ so it can be filtered from appearing in the list
    • change existing date in the ‘Last Verified…’ and ‘Verifier’s…’ fields, unless a Response has been submitted by a resource included in the Request
    • make the Request links sent to verifiers inactive, making it impossible to submit a Response for this particular Request
  3. ‘Hide this request on the list’, will:
    • cause no change to the ‘Last Verified…’ or ‘Verifier’s…’ data
    • permanently remove the Request from appearing in the list of requests on the left side of the page; once you do this, there is no way to un-hide the request
    • make the Request links sent to the verifiers remain active, making it possible for a verifier to still submit a Response for this particular Request

After you have your Requests marked as ‘Close’ or ‘Hide’, you can use the filters at the top of the Automated Verification Requests page to show only ‘Sent’ Requests, which are any Requests where you haven’t chosen to ‘Close’ or ‘Hide’, or you can use the filters to show only ‘Closed’ requests.

When you choose to use each button is entirely up to you and your organization, and should be based off your internal processes, but the information outlined in this blog provides all the details and information you’ll need to make the best decision for the work you do! For more information about how to use this tool, you can read the help article ‘How to close or hide an Automated Verification Request’.

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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.

Learn More and Register

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Registration Open for Annual iCarol User Group Summit

iCarol premier support package

On Sunday, June 3 in Dallas, Texas, members of our team will hold our annual iCarol User Group Summit. This Summit happens each year the day before the AIRS Conference sessions begin, and throughout the day we hold trainings on iCarol functionality of particular interest to the Information and Referral industry. We end our day with a traditional User Group session to discuss the latest enhancements to the software and the planned developments ahead. We also welcome your input and suggestions during this user group session, so that we can continue to evaluate and prioritize the enhancements currently on our development schedule.

If you’ll be at the AIRS conference this year, we hope you’ll join us on Sunday for this free event. Click the button below to learn more about the User Group Summit and register to be there!

Register Now

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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 districts, 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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