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iCarol at the AAS Conference

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

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

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

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

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

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

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Join our Live Demo of iCarol Live Chat and Texting

Have you been considering adding on popular and in-demand communication channels like Live Chat or Texting to your organization’s services? Are you curious to see how these channels are handled in iCarol, and how they fit seamlessly into the rest of the functions of the software? I hope you’ll join my teammate Mary and I for a live demo on Thursday at 2pm EDT so we can show you!

To find out more about this webinar and what we’ll cover, visit our registration page.

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The next chapter in the iCarol story

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

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

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

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

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

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

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

About Our Presenter:

    Chris Maxwell
    Communications Coordinator
    American Association of Suicidology

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

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Violence is an infectious disease

child with backpack

We as a nation are experiencing the profound anguish and fear of another school shooting. Again mental illness becomes the too-easy target.

For the longest time, I have argued that mental illness and mass shootings are two different subjects.

I was wrong. Mental health belongs in this conversation, but we’re thinking too small.

The truth is: Even if the U.S. were able to eliminate mental illness as a factor, the nation would reduce gun-related crimes by less than 5 percent, according to CDC data. The truth is that people living with mental illness are far more likely to be victims than perpetrators of violence.

Another truth: Violence is an infectious disease, and this nation is in the throes of a full-scale epidemic.

I was wrong because this unremitting violence has created a national mental health crisis. Every school shooting exposes more people to trauma, and not just those directly affected. Our first responders? What we demand of them is simply inhuman.

We’re traumatized also by the murder of Chicago Police Cmdr. Paul Bauer, and by the hundreds of acts of violence in this city every week.

Violence doesn’t have to happen near us to affect our mental wellness. NAMI Chicago’s Ending the Silence high school program helps students from around the city who are struggling with real trauma simply because they live here.

One of the hardest things we ask people living with mental illness to do is raise their hands to ask for help. The stigma society places on mental illness is so pervasive and so corrosive that for many the risk is simply too great. With every shooting, they see how society handles mental illness. And what if a person living with mental illness finds the courage to seek help? They’re met with an inadequate system.

The scary reality is that if our mental health system fails when one person raises his or her hand, how can it hope to help the entire country?

The United States needs a moon-shot level effort to bring our mental health system out of the 19th century. As a nation, we have a childlike grasp of the subject. Popular culture prizes wellness and living in the moment, but we still talk in hushed voices about “mental breakdowns.” We expect grade-school kids to know first aid, but commonsense mental health techniques are a mystery to college graduates.

It doesn’t have to be this way. For centuries infectious diseases terrified humanity, until science found the microscopic culprits. For centuries, we spoke in a whisper of the Big C, until immunotherapies and other treatments have given us hope of ending cancer’s terrible grip.

Violence is an infectious disease, and we know it affects us in a physical way. Researchers are learning more daily about brain function and how integral mental health is in physical well-being.

It is past time that we as a nation have an adult conversation about mental health. For years, my colleagues in the field have developed solid, actionable plans. It is past time now to act on them. Let us work together on local, state and national levels to build a robust mental health system—not because just one person needs help but because we all do.

NAMI Chicago’s mission is to improve the quality of life for those whose lives are affected by mental illness. That’s all of us.

This message first appeared in an email to NAMI Chicago’s supporters and is reprinted with permission from Alexa James, MS, LCSW who serves as Executive Director of NAMI Chicago. The views and opinions expressed are those of the author and do not necessarily reflect the official position of CharityLogic and iCarol.

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Removing the Scold’s Bridle

The offense of sexual trauma can be debilitating against anyone. Whether male or female, the crippling effects can be the same when it comes to how a victim internalizes and ultimately handles the healing processes as well the aftermath of the trauma. The offense can be an actual rape, sexual assault, harassment, child abuse and/or molestation, incest, drug facilitated assault, intimate partner sexual violence, or any other form of unwanted sexual offense that violates one’s privacy and respect of their personal space while threatening the protection of their person as it is certain to create a victim in every circumstance.

Although these offenses are committed against the victim it is the victim that takes on the daunting responsibility of not revealing the crimes against them or as society loosely translates it “keeping silent” of the heinous things that have transpired. Many may say this almost sounds ridiculous as to why would a victim “keep silent” about such things performed against them especially those individuals that “keep silent” for extended periods of times even decades later. What are they hiding? What are they afraid of? Why didn’t they tell it then? Why are they protecting their perpetrator? These are just some of the questions that society haphazardly throws at victims without even thinking of how much greater the evil versus the good while asking these type of questions, and I can promise you it’s like you’re throwing daggers into their stories while piercing their souls at the same time.

There was a practice that is noted first in Scotland then later in England in the 1500’s called “scolding” or “branking.” It was where a scold’s bridle, sometimes called a witch’s or brank’s bridle, was used as an instrument of punishment or as a form of torture and public humiliation. The device itself was an iron muzzle in an iron framework that enclosed the head with a bridle bit projected into the mouth and pressed down on top of the tongue. Although it may have been used on men, this form of punishment was primarily used on women whose speech was deemed “riotous” or “troublesome” so the bridle would prevent them from speaking publicly. It is noted that when the brank is placed on the “gossiper’s” head that they would be led through town to show that they had committed an offense or “talked” too much. This was in fact to humiliate them into repenting their “riotous” actions. Then not only did they have the audacity to place a spike inside the gag to prevent any talking since obviously any movement of the mouth would cause severe piercing of the tongue, but in some locations, branks would be permanently displayed by publicly attaching them, for example, to the town cross or tolbooth as displaying the branks in public was intended to remind the populace of any rash action or slander.

Unfortunately it appears that this practice of “branking” is still happening today in present day society although an actual scold’s bridle may be invisible to the human eye it still carries the same mental torment and public humiliation. Many victims walk around with a forced bit in their mouths to keep silent of the sexual offenses committed against them. A victim of sexual violence is led to believe that if they speak out against the crime against them or against their offender that some form of retaliation and or humiliation would ultimately lead to the discrediting of their reputation or an untimely demise. When we tell a victim that we do not believe them as they attempt to come forward with their account of incidents we are telling them that they are indeed “riotous” in their public speech. When we silence a victim by intimidation and dare them to speak publicly against their offenders, no matter how powerful or prestigious their offenders may be, we are giving them the impression that they are “troublesome” in their actions.

The real crime is how society stands idly by as victims are shamed in public humiliation not only afraid to share the truth but literally dared to speak the truth against their offenders. While you are wondering what victims are hiding you should be wondering what they are not revealing, because with the unwelcomed gawks and stares of the unbelieving public, along with the mental excruciating pain from the “invisible” spike inside the gag, has caused them to shut down in the midst of speaking their truths. So I ask you, if you knew that your fate was destined to be permanent public degradation for reporting a sex crime against you must we still ask, what are sexual assault victims afraid of or why don’t they report their crimes sooner? I am sure that no one wants to be muzzled because they are considered “gossipers” that “talk too much” then basically forced to repent and/or recant their truths. This was not an equitable form of justice back in the 1500’s and it most definitely not an equitable form of justice now in the 21th Century.

Victims of sexual violence did not want, ask or desire to be traumatized. As there is no glory in allowing an individual to take your virtue by force, violate your body and space without permission, rob you of your innocence while making you question your self-worth then at the same time lose your identity. The time is now that we turn public humiliation into crowd participation by helping victims everywhere remove the “branks” from their heads and the “bits” from their mouths and that is with our support as we encourage them to continue to come forward and speak up and out publicly against sexual violence and offences against them. When a victim looks into the public’s eyes it is imperative that compassion and concern is displayed as the forces of evil always seem greater in the eyes of their offender and it is here that they seem to lose all hope when they feel that they stand alone against predatory giants.

Since when is speaking the truth supposed to cause open shame? Since when did a person that wants to be released from their physical torment not released at all because they have to live with the mental torment for the rest of their lives? Since when does the public have the power to keep a victim victimized? Since when does a violent sexual predator get the opportunity to intimidate and silence his victims?

Only compassion can offer comfort in the midst of these present dehumanizing times as we are definitely dwelling in a land among predatory giants. Sexual violence has no place here yet it exists and speaking up publicly against it is unusual yet it continues. However, I am still confident that we will win the fight against sexual violence as it was merely a stone that killed Goliath. Or, in other words, as long as we continue to stand in courage and face our giants, whether standing in public humiliation with lacerated tongues, scandalized names while being questioned by many, sometimes even our loved ones, we will slay these sexual predator giants that dwell among us.

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

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Net Neutrality Changes Could Pose a Threat to Crisis Intervention, Suicide Prevention, and Other Non-profit Services

“Net neutrality” is a term you’ve likely heard in recent months, but did you know that the repeal of these regulations could directly and negatively effect crisis services, suicide prevention, and other aspects of this industry’s online presence and serving consumers on those channels?

Beau Pinkham, Director of Crisis Intervention Services at the Crisis Center of Johnson County, recently penned an article on this topic on his organization’s blog. If you attended our recent webinar you know that Beau is well-versed in providing services online, and the technological hurdles crisis centers must navigate in delivering these services. He writes, in part:

    Volunteers at The Crisis Center answer about 30,000 crisis contacts each year. About half of those are calls to the 24-hour hotline and half are chats. Soon, chat will surpass phone calls as the primary mode by which people in crisis get help. Demand is at an all-time high but nationally, only 9 percent of chats are answered.

    At IowaCrisisChat.org, we are just beginning to find new, innovative ways to close the gap; but the FCC changed the rules and we are losing control.

    What we built over the last decade is under threat. This entire system, like much of the web, was built with the assumption of open, equitable Internet in which everyone can participate. The FCC tearing net neutrality apart literally puts lives at stake.

To read his full article, click here.

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iCarol Webinar: Developing Volunteer Crisis Worker Competencies

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

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

About Our Presenters:

    Laura Mayer, Director, PRS CrisisLink

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

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

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

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Helplines Partnership Holds Annual Conference

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

iCarol Facebook logo  iCarol Twitter logo  iCarol LinkedIn logo

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