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Creating a Successful Volunteer Training Program

When it comes to training our helpline volunteers we all seek the same result: success. How we achieve that success varies amongst centers. How can you improve your training while balancing the needs and limitations of your agency? Here are some key factors to consider when creating or transforming your training.

Selecting Prospective Volunteers

Volunteer selection is an important part of the process in order to determine if a prospective volunteer can be an effective crisis interventionist and is the right fit for your agency. Volunteer selection can be done individually or in a group setting. Identify the appropriate person/s to provide this, such as staff and/or current volunteers. Just because someone wants to volunteer on a crisis line, doesn’t always mean that they should. Protecting your agency, those we serve and the volunteer are all critical pieces to keep in mind. Identify individuals you feel believe in and can carry out your mission, possess the qualities and skills you find important and are trainable.

Facilitator

Choosing the right facilitator/s to provide the training is important. The facilitator/s should preferably have experience in crisis intervention, teaching, a strong knowledge of the material and familiarity with how the crisis room operates. You may want to consider offering opportunities to current volunteers to co-facilitate sessions.

Other important skills you may want to consider when selecting a facilitator:

  • Ability to adapt and utilize different teaching and learning styles/techniques
  • Ability to provide meaningful feedback
  • Ability to identify individuals that need to discontinue the training
  • Ability to debrief individuals, training can be intense and trigger individuals
  • Possesses keen observation skills
  • Professional, organized, punctual, represents the agency well
  • Actively engages well with others
  • Has a good sense of humor

Duration and Schedule

How long should training be? The duration of your training should reflect the amount of time needed to properly teach and prepare individuals. It may be tempting or more convenient to provide a shorter training, but that may not always be in your best interest. There are advantages to offering shorter and longer trainings. Shorter trainings may attract more volunteers because it is less of a time investment and they produce volunteers that are ready to take calls sooner. Longer trainings can provide more time to teach and develop volunteers and give you the opportunity to get to know each of them better. Invest the time; you are only as good as your training.

Give thought to the amount of time between trainings, to give your volunteers and instructor time to process what has been taught and keep them rejuvenated. Allowing a few days between training classes can be beneficial. As you are scheduling your training keep the calendar in mind, you may want to avoid scheduling your training too close to any holidays.

Environment

Make sure the training environment is comfortable. Important features may include:

  • Comfortable temperature
  • Comfortable chairs
  • Good lighting
  • Enough space
  • Windows
  • Easily accessible bathrooms

Training Methods

Remember to cater to different learning styles and don’t be afraid to experiment. More agencies are offering courses on line, which can be convenient but may exclude those that are not computer savvy. However, don’t forget to offer some traditional courses in person because human contact is invaluable.

Role/Real Plays

Asking volunteers to practice using their own past resolved crises instead of made up scenarios can be really beneficial. It offers them the opportunity to bond with the other trainees, see firsthand how the crisis intervention works and most importantly, demonstrates how hard it can be to be vulnerable and how brave our callers are to share their stories with us.

Additional Tips

  • Debrief your volunteers after every session
  • Provide a balance of exercise, didactic and skill practice
  • Ask volunteers to observe the crisis room and calls
  • Provide opportunities for continuing education
  • Send volunteers to workshops and conferences
  • Keep the training and topics up to date
  • Get their feedback and make changes accordingly
  • Prepare them, but most importantly have fun

Graduation

Once the volunteers complete the training, don’t forget to honor them with a graduation celebration. Certificates, awards, cake and small gifts are some nice ways to honor the graduates. You may also want to consider hosting a graduation party that includes crisis line workers and other agency staff, including the CEO.

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AAS Presents: Harnessing the Presence of a Teachable Moment to Improve Care for Suicide Attempt Survivors

On Friday March 11th from 12:00 – 1:00pm EST, the American Association of Suicidology will present a webinar titled “Harnessing the Presence of a Teachable Moment to Improve Care for Suicide Attempt Survivors.”

Description: The population of suicide attempt survivors treated in acute inpatient medical settings is heterogeneous in nature, ranging from those who made a near-lethal attempt with little intent to die to others treated for a serious premeditated suicide attempt meant to result in death. As such, discharge planning will vary based upon multiple factors, including medical coverage, resource allocation, and patient motivation to engage in mental health services. While patients stabilize physically, hospitals could . . . Read More

This webinar is offered free of charge to AAS members, and is just $35 for non-members.

Register now

AAS membership offers learning opportunities like this webinar, discounts on conferences, publications, and training, and more. Click here to learn more.

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Improve your follow-up participation

The success of your follow-up program hinges in part on how many contacts you can make and how much outcome data you can collect. And that is very dependent upon how many help-seekers will agree to take part in your program.

Asking a client to agree to a follow-up can be intimidating, and it takes skill and experience to ensure their participation. Here are some tips guaranteed to turn more of your inbound contacts into follow-up opportunities.

Build rapport – The success or failure of getting a caller to agree to a follow-up contact actually begins from the first moments of the call. Building rapport and trust between the specialist and help-seeker is a key component to the success of the call itself, but also impacts the chances of future contacts. If your specialist struggles to make a connection, or the client doesn’t feel heard or helped, they’re unlikely to welcome a call back. But, if your help-seeker feels connected to the call specialist and feels a sense of trust, they’re much more likely to agree to hear from your service again.

Don’t ask – One strategy that will help you get a “Yes” is to not ask them the question at all. Asking someone, “Can I call you back tomorrow?” gives them a choice of saying “Yes” or “No.” What if you make the assumption that they want to hear back from you? Instead of asking permission, try telling them you’re going to reach out to them again, and put them in position of having to refuse. Sound uncomfortable? It’s all about the delivery and can take some skill to pull off. Some example phrasing:

  • “I’m so glad you reached out to us today. Hey, I’m going to call you back tomorrow just to see how things are going, what time is good for you?”

  • “I want to check in and see how you’re feeling tomorrow, what’s the best number to reach you at?”

  • “Just to be sure you got everything you needed, I’m going to call you back to make sure those referrals could help you. How’s Thursday afternoon?”

  • “When we get back in touch to check in, what works better for you, should I text you or call you?”

  • “We want to help you through this, I’ll check in again tomorrow to see how you’re feeling.”
If done correctly, your client won’t feel pushed or pressured, they’ll feel cared for.

Pick your moment – There’s no rule saying that you have to schedule the follow-up contact at the end of the interaction. If there’s a moment earlier in the call that feels right, take the opportunity then. Maybe it’s when you’re giving referral information, or at a moment when the person needs to be reassured that you truly care. If you find that moment at some point earlier in the conversation, schedule the follow-up then, or at a minimum, plant the seed, and continue your conversation. Then come back to the topic at the end of the call to remind them you’ll be following up and firm up the details.

Avoid the “S” Word – Surveys and feedback are important, no doubt, and there’s a great likelihood you’ll need to collect data from the client when you follow-up. But, there’s usually no reason the help-seeker needs to know this when scheduling the follow-up. The word “survey” can be a turn off to many people, so knowing this is expected of them may discourage the very thought of being called back. If you must give them notice of this, then the word “feedback” may be safer (e.g. We’d like to call you back and get your feedback”). If possible, don’t mention either when you’re scheduling the follow-up contact. Instead…

Make it about them – The client should feel like you’re following up because you care, because you want to know they’re okay, because you want to continue helping. This shouldn’t be hard, because of course you DO care and you DO want to keep helping! The more you make them feel like there’s nothing in it for you, and that it’s all about being there for them, the better your chances that they’ll want to hear from you again. And the more successfully you do this, the more eager they’ll be to give back to you by answering your survey questions when the time comes.

Continue helping – Speaking of what’s in it for them, don’t forget to let your callers know that they have something to gain from hearing from you again. Having the chance to talk about their situation again may be an attractive prospect. Maybe you can offer them additional referrals, or brainstorm more options with them dependent upon what’s transpired since you last spoke. If they feel like you’re an ally on this journey with them, they’ll welcome continued contact.

Give them options – Give your help-seekers options for how they can hear back from you, and consider how they reached you as a guide for how they may wish to be contacted again. Phone callers may wish to be called back, but make sure they know you can text them or email them, too, if those provisions are in place. Research conducted by Varolii Corporation in 2013 found that text messaging was quickly becoming the preferred channel of communication for most American consumers, and one in five consumers were equally likely to prefer a text message as they are receiving a voice call. Consider your client’s age as well – 36% of 18 to 24 year olds said a text message was their preferred form of communication with businesses. For help-seekers whose initial interaction happened via live chat or text, there’s a good chance they’ll reject a follow-up by phone. Convenience may be key for some clients; your ability to reach back out by alternative channels could improve the chances they’ll agree to future contacts from your service.

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Awesome Outcomes – Creating Reports that get Funders’ Attention

The truth is that anyone can create a report using all the tools we now have available via the computer. But there are several key areas to focus on if you want to create a report that not only gets a funder’s attention but also results in increased funding opportunities.

Here are some tips to think about as you set up your reports to produce awesome outcomes:

  • The report is visually appealing and professional looking — before sending your report out to a funder, have someone who has not seen the report take a look at it and see what their first impression is. Is it a report format that catches someone’s attention? Ask the person reviewing the report to describe their first impression and what words they would use to describe the report format. If the words are not what you would expect (i.e. “wow, this looks really professional and really caught my eye”), spend more time polishing the format. You want your report to be the one that stands out from a stack of many others.

  • Data is displayed in a way that is easy to read and understand — assume your reader does not know your field of expertise so your data has to be presented in a way that makes sense, is easy to follow and does not rely on someone’s knowledge of the field to understand what the data represents. Avoid using acronyms or terminology that someone outside of your field may not understand.

  • Interpret the data for your reader — data alone is powerful but data that includes narrative which explains what the data means, particularly how it relates to what your funder is wanting to know, is more compelling. Data can be interpreted in many different ways, depending on the perspective of who is looking at the data. Be the one to offer the perspective of how the data should be interpreted by telling the story with a narrative. Answer the questions that someone may have in looking at the data so as little as possible is left open to interpretation.

  • Use the tools available to you — Microsoft Word and Excel are your best friends when it comes to report formatting and data display. Use the tools built in with both of these products (or other similar products) to create a report format that gets that “wow” factor. As examples, you can create spreadsheets and charts in Microsoft Excel that are easy to export into Word. A product like Excel is a better tool to use for data display and data accuracy. You can create formulas in Excel to ensure all your totals are accurate. Microsoft Word, on the other hand, is a better product to create your report in as the intent of Word is to allow the user to visually create a document that allows for both data display and narrative formatting.

  • Your report answers the questions your funder is asking — to do this, you need to know your funder and what your funder is wanting to spend money on. Only include the pertinent data and information that will help the funder make their decision. It’s easy to include data and information that we think is important but the intent of your report should be to answer the questions that are important to your funder.

As you create and write your reports, always remember that you want your report to be the one that gets a funder’s attention from among many others who may be vying for the same funding that you are. Data tells a story and your report can be the mechanism that explains that story and ultimately leads to increased funding for your agency.

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4 staffing strategies to help you weather the storm

blizzard snow storm

Ample staffing at your non-profit helpline is always a top challenge, but bad weather brings with it a whole new set of staffing hurdles. Snowy and icy conditions* can especially spell trouble for seamless shift coverage. Particularly powerful storms not only disrupt travel for days, but they have the potential to impact essential infrastructure like electricity and running water. These weather events take strategy and pre-planning to work through them successfully.

Depending on the severity of the storm, you may have no special plan at all except to tell your specialists that they are expected to be there for their shift or find a substitute to cover for them. In many snow storms, travel is possible so long as precautions are taken, such as driving at slower speeds and being extra vigilant. Call centers in urban settings may also benefit from having volunteers living within walking distance or taking public transportation.

But sometimes travel conditions can become extremely hazardous or even impossible. What then? Here are some methods we’ve commonly seen:

  • The show must go on – Shifts go on as scheduled no matter what. Workers who can’t make it in must give ample notice and find substitutes who are able to travel. iCarol’s shift scheduling tools support you and your staff throughout this process; automatic substitute request emails greatly improve the visibility of your needs and the chances of pick-ups from others.
    • Pros: Little to no prior planning or change to your normal operations.

      Cons: The absence of any back up plan can spell trouble, so you should have some alternative options in mind just in case. Your volunteers may have the best intentions of making it in, but the reality is that Mother Nature can easily stop us in our tracks and there’s only so much a person can realistically do when faced with heavy accumulations and impassable roads. You won’t want to be faced with the scenario where the previous shift is stuck with no relief. Take a moment to also consider the consequences of a potential road accident and injury to your volunteer when traveling in dangerous conditions, and the emotional and potentially litigious repercussions of demanding that volunteers travel in unsafe conditions. Further, when a State of Emergency is declared, it often requires that road travelers have their vehicle outfitted with special equipment, and drivers disobeying the order may even be fined.
  • Transfer your calls – In some instances there may be a partner agency, satellite office of your program, or a back-up center in an area unaffected or less affected by the weather, and they can take the lead on operations for a period of time. Our Call Report form sharing functionality makes it easy for you to pass your service delivery on to other centers, while they use your preferred form(s) to log the interactions they’re taking on your behalf. This also ensures your data collection and the resulting reporting can be seamless regardless of who is actually providing the service.
    • Pros: Less direct impact on you, your volunteers, and staff during the event. Being able to simply forward your service to someone else is very convenient.

      Cons: This does come with a few sacrifices. First, your service delivery is being entrusted to others for a period of time. Necessary MOU’s and other contracts should be in place well in advance to ensure that same or acceptable level of service will be provided by the back up center. Consider any financial compensation that must be paid out as well. And you’ll want to have understandings about proper data collection, call handling policies, and more.
  • Work from home – Technology has made it easier than ever to turn any setting into a call center, even your workers’ homes. Calls could get forwarded to that worker’s personal phone or a phone loaned to them from the office. Chats or texts can be taken from virtually anywhere as well. Special tip for iCarol users who might employ this method: You must either turn off ‘Restriction’ (the feature that makes it so your workers can’t see call reports from a personal computer outside the office) or give your staff and volunteers permissions to install the iCarol Certification Tool on their computer. You can read more about this here.
    • Pros: You’re unlikely to get much push back from your volunteers or staff about this plan; the idea of staying warm, cozy, and off the roads will send many a helpline worker to their happy place. Plus, you won’t have to worry about people physically making it in to the call center for their shift. Worried about productivity? The term is referred to as “shirking from home” — the concern that your employees won’t actually get anything done and left to their own devices will shirk their responsibilities. The good news is, numerous studies have discovered that this is a generally unfounded fear. A Stanford University study 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. These days there are plenty of communication methods available making it so that remote workers won’t feel disconnected. Keep in mind that with iCarol your supervisors can remotely silent monitor chat and text conversations, leave feedback on logged interactions, put out News alerts, send instant messages to your workers via Internal Chat, send emails and SMS messages, and more. Technology has made us more connected with one another than ever before, even if we’re physically separated by many miles.

      Cons: Most modern phone systems have many remote controls that allow you to sign in remotely and forward calls as needed, but some might require you to be on-site to activate the call transfers. If there are no remote capabilities for controlling where the calls are landing, then that means someone has to make it into the office to flip the switches, possibly rendering the work-from-home scenario moot. You’ll also want to consider home office digital security, and whether or not having employees work off-site violates the terms of any of your contracts. There’s also the matter of assuring your volunteers and staff have a suitable work environment free from distraction or disruptive noise or potential confidentiality violations. They also won’t be able to take advantage of some of the infrastructure that may be available at your center, like battery backups or generators in case of a power outage.
  • Camping out – Marshmallows optional. When the forecast calls for dangerous weather and snow accumulations that might make travel impossible, make a decision ahead of time to suspend the usual schedule, and instead have a crew arrive prior to hazardous road conditions developing. This crew will stay for a period of time until travel is safe again and shifts can resume.
    • Pros: Again, you’ll be free from having to worry about workers traveling or one shift getting stuck because relief didn’t arrive. The whole idea here is that they know they’ll be stuck for awhile, and they’re (hopefully) okay with that. This is a policy you could develop long before winter weather strikes, so that you aren’t faced with a chaotic scramble for a solution just before a blizzard hits. You may even cultivate your list of willing participants ahead of time as well. Being able to make these decisions in advance without the storm bearing down on you is certainly a benefit, simply activate the plan when needed.

      Cons: Directors, Managers, and other decision-makers will want to stay in close contact and clearly communicate expectations, especially concerning staff arrival time and decisions about when normal operations should resume. Volunteer or staff health and well-being is a concern. Does your call center have adequate facilities to keep them comfortable for an extended stay of 24 hours or more? Think about bathrooms, bathing and personal hygiene, and food access and preparation. Mentally and emotionally, how will your staff deal with being at the office for a long period of time? They’ll need to have regular breaks and take time for uninterrupted sleep, which means this plan usually requires at least two participants. You’ll also want to review labor laws in your area to be sure your policy doesn’t violate ordinances relating to a worker’s right to ample breaks, and whether or not additional financial compensation is required.

    How do you keep your helpline operating in spite of dangerous travel conditions for your volunteers and staff?Do you employ one of the strategies above, or do you handle winter storm scheduling some other way? We’d love to hear about it! Leave us a comment!

    * While this article refers specifically to blizzards and other winter weather conditions, these strategies could be employed during any disaster scenario, natural or man-made.

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    SAMHSA accepting applications for $2.1 million in funding for suicide prevention follow-up

    On Tuesday the The Substance Abuse and Mental Health Services Administration (SAMHSA) announced they’ll accept applications for up to $2.1 million for the National Suicide Prevention Lifeline Crisis Center Follow-Up program grants for up to 3 years. This program promotes systematic follow-up assistance to suicidal persons who call the Lifeline and persons discharged from partnering emergency departments.

    Grantees will provide telephone follow-up to Lifeline callers who have been assessed at imminent risk of suicide and emergency interventions.The positive effects of follow-up for those having thoughts of suicide is apparent and confirmed in many studies. This particular program has provided life-saving intervention to many people since 2008.

    SAMHSA is projected to provide an estimated six selected crisis centers with up to $115,000 per year for up to the next three years. Actual award amounts may vary and depend on the availability of funds. For more information and to apply, visit SAMHSA’s website.

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    Remove the ability to delete call reports

    Note: The screenshots shown in this blog were captured prior to a terminology change in our web application. As of January 2019, “Call Reports” are now known as “Contact Forms” or “Contact Records.”

    There are settings in iCarol that let you decide who can edit call report forms, and for how long after the form was submitted those editing capabilities are in effect. Until recently though, the ability to Edit a form by default also included the ability to Delete the form.

    But we recognize there are times when you don’t want someone to be able to delete a form while editing it, whether it’s in progress as a draft or has already been submitted. Now Admins can restrict permission to delete a form using new settings in the call form’s editing tools.

  • Start by going to your main Calls page and clicking on ‘Manage Call Report Forms.’
  • Main Calls Page

  • Next, choose the form from which you’d like to remove deleting abilities, and click the link for “Edit this form”
  • Choose call form to edit

  • Click the link to “Overall settings for this call report form”
  • Overall settings

  • In the overall settings, scroll to the bottom of the page under the heading for “Other Features.” Here you’ll find two new settings, pictured below.
  • Disable delete

    The are two separate settings that can be used:

    • ‘Disable the Delete button in submitted call reports’ will cause the Delete button to no longer appear when editing a previously submitted call report
    • ‘Disable the Delete button in draft call reports’ will cause the Delete button to no longer appear when Editing a saved Draft of a call report.

  • Select the setting(s) which you wish to enable, then click the ‘Save Settings’ button at the bottom of the page
  • Note: This setting will affect everyone, even Admins. Said another way, if these settings are turned on even those with Admin security will not be able to Delete call reports.

    Using these new settings, you can retain editing permissions in accordance with your helpline’s policies, while protecting saved drafts and submitted forms from accidentally or intentionally being deleted entirely.

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    Scheduling multiple follow-ups to a client

    We recently enhanced the “Follow-up Activity” section of call report forms to allow for scheduling several follow-ups at the time that the original form is being filled out. Previously you could add just one initial follow-up activity when first filling out a new call form. Scheduling additional follow-ups was possible, but it required that you first submit and then view or edit the report form before adding additional activities. These additional steps are now unnecessary.

    Here’s how this capability works:

      1. If you’re only scheduling one follow-up for the client, do what you have always done, which is to fill out your reporting form, fill out the Follow-up Activity information on the ‘Finish’ tab of the form, and then Submit the form.

      first follow up

      Important Note: If you only want to add one follow-up activity, follow the steps above as written. You DO NOT need to click the “Add New Follow Up” button. If you do, then enter the follow-up details again, two follow-up activities will be created. The Add New Follow Up button is only to be used if you want to add more than one follow-up activity at a time.

      2. If you know at the time the initial report form is being created that this client should receive not one, but several follow-ups, you can schedule several follow-ups at this time, before submitting the form. After scheduling the first follow-up, click the Add New Follow Up button to save this follow-up and create an additional follow-up.

      Add 1st addtl follow up

      3. Once the first follow-up has been scheduled, you’ll see it listed under the Scheduled Follow-ups area. Then, your follow-up activity will be clear once again and you can now schedule an additional follow-up. Once the information is complete, click the Add New Follow Up button as you did before to add this second follow up.

      fill out 1st addtl follow up

      4. You can follow steps 2 and 3 as many times as needed to scheduled a series of follow-ups for this client, before clicking the Submit button once finished. If at any point you make a mistake when filling out follow-up details, the Clear Follow Up button can be used to clear all details entered.

    You’ll still be able to add additional follow-up activities in both View or Edit mode of report forms just as you always could, but these new capabilities allow for a more efficient process if you’d like to schedule several follow-ups right from that first, newly created form.

    There are many scenarios in which you may know during the first interaction that a help-seeker will want or need several follow-ups. One example is shown in our screenshots above, where a caller presenting with thoughts of suicide may need several follow-ups to stay in touch and help them maintain a safety plan. In fact, many authorities on suicide prevention best practices suggest that ongoing follow-ups from crisis contact centers are an important part of successfully seeing someone safely through a period of intense suicide ideation.

    Other examples of multiple follow-up planning during the initial interaction could be planning out a series of surveys with a caller, or a series of follow-ups to follow their progression through an application process or other ongoing activity.

    By being able to set out and schedule these follow-ups all at once when completing the initial form documentation, your staff and volunteers will save some additional steps and clicks, which saves time and more quickly gets them back and available for the next call, chat, or text.

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    Automated Verification Requests initiated from your Public Resource Directory

    Peanut butter and jelly. Chocolate and caramel. Peas and carrots. Some things just go well together!

    We love it when we can make features in iCarol work well together, too. Take Automated Resource Verification and the Public Resource Directory as an example. By themselves they each have a specific and valuable role to play with your referral management. And these two features are now working together in new and exciting ways!

    As you’re already aware, help seekers like having self-service options, like searching online for resources. Having a Public Resource Directory (PRD) means you can embed a live search of your iCarol resource database right on your website for easy access by the public. And of course there’s lots of flexibility and control over what is seen by the public and what isn’t.

    But help seekers aren’t the only ones using your PRD. Staff at your local community organizations are likely going online to check out your resource directory to see what you have listed. If they see something that’s incorrect or needs an update, they could call or email you. If you use Automated Verification, you could then send them a verification request that lets them quickly and easily see what you have on record, make suggested updates, and send that back to you so you can review and update records with the click of a button.

    But let’s see if we can simplify that process even further: Now, when you have both the Automated Verification and the Public Resource Directory features enabled in your iCarol system, you have access to an advanced feature that allows Resource record verifiers to initiate a new verification request directly from their Resource records in the PRD.

    On your PRD, for resource records that include an email address in one of the available email fields of the record, the public will see a disclaimer on the details page of the Resource record that asks:

    PRD captcha

    The public user has to fill out the security captcha, then click the button below, and this tells iCarol to send the verification request using the template and settings you’ve specified (See below for more on that). The request will be sent to the email specified on the resource, requesting a review. And if a record does not have an email then the disclaimer, captcha, and email button will not appear at all for that record, so verification Requests cannot be initiated.

    When someone in the public initiates that verification request on your PRD, your staff with the “Resource verification requests from service providers” setting enabled on the Notification tab of their profile will receive an email.

    Notification email

    And the resource verifier, depending on the email on record and the saved Automated Verification settings, will receive an email with their unique verification link.

    Verification email

    So, how do you get this to work for you? Well first, you must subscribe to both Automated Verification and the Public Resource Directory. If you want to start subscribing or just want to learn more about these features, please contact our support team. Not using iCarol yet? Please contact us for a demo and free trial!

    If you already subscribe to both of these features, setting up this advanced tool is a snap. Just take the following steps:

      1. On the PRD settings page, make sure that the highlighted setting below is checked, and click the Save button.
      PRD setting enable verification requests

      2. In your Automated Verification settings, create a new email template that will be used for these PRD initiated requests, and check the box for “Use this template to email users on the Public Resource Directory when one of their saved records is updated” before saving the template.
      PRD AVR email template

      3. Choose the Automated Verification settings you’d like to apply to all the PRD initiated requests by either finding an existing Automated Verification Request where suitable settings were chosen, or create a new request and set it up how you’d like all PRD initiated requests to be set.

      4. Use the ‘Saved Settings’ tool to save these settings for PRD initiated requests. Make sure you check the highlighted setting before clicking the ‘Save’ button.
      AV saved settings

    Once you’ve taken these steps, you are all set up! Now if someone visits your PRD and notices that their resource record is due for an update or needs a correction, they can easily initiate the request and receive the link to update their records. Not using the PRD or Automated Verification yet? Or maybe you’re using one, but not the other? Contact us today to get both of these features working together to boost your referral service!

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    SAMHSA-HRSA Presents: Improving Health through Trauma-Informed Care

    Webinars - textOn July 28th at 2:00pm EDT, the Substance Abuse Mental Health Services Administration (SAMHSA) and the Health Resources and Services Administration (HRSA) will present a Webinar on trauma-informed care.

    Courtesty of SAMHSA/HRSA, here is the description of the webinar content:

    “People who experience physically or emotionally harmful or life threatening events can have lasting adverse mental and physical health effects. Trauma-informed care can improve patient engagement with their providers and support health outcomes. In addition, a clinic environment that realizes the widespread impact of trauma can actively resist re-traumatization of the people you serve.

    How can you embed trauma-informed approaches into the practice of your integrated primary care clinic?

    Join this webinar to walk through what a trauma-informed clinic looks like and simple steps you can take to ensure your services and clinic environment are trauma-informed. “

    Click here to learn more and register for the webinar

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