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iCarol Webinar – Fault Lines: Understanding the Impact of COVID-19 on Behavioral Health Crisis Services

Crisis Call Centers are no strangers to stressful, high-impact work environments—but what happens when the world as we know it is turned upside down by a global pandemic? Join us as iCarol hosts Travis Atkinson of TBD Solutions to discuss the results of two national surveys administered to behavioral health crisis workers that shed light on the state of crisis services and what communities need to be prepared for to assure people experiencing a psychiatric emergency can access high-quality care.

When: Tuesday, December 8
Time: 2pm EST

After joining the webinar, attendees will:

  1. Understand the function of a healthy crisis continuum and the impact of system capacity issues on overall coordination
  2. Learn the most pressing issues facing crisis service providers of all types during the pandemic
  3. Identify strategies for creatively combating system challenges to achieve the desired goals of timely and accessible crisis services.

Travis AtkinsonOur Presenter:

Travis Atkinson, MA-LPC
TBD Solutions

For the past 10 years, Travis has worked in both clinical and managerial roles in behavioral health. Through these experiences, he espouses the value of a healthy and functioning behavioral health care system, the power of data to drive decision‐making, and the importance of asking the right questions. While maintaining a broad vision for excellence and leadership, Travis has sought out best practices for behavioral health care services through research and connecting with fellow providers at a local and national level. He is an excellent training instructor, coach, meeting facilitator, conference presenter, and host of The Crisis Podcast.

Register Now

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Three-digit national suicide hotline becomes law in the US

man making call with mobile phone

President Donald Trump recently signed the National Suicide Hotline Designation Act into law in the United States, a move celebrated by mental health and suicide prevention advocates. The act assigns 9-8-8 as a national, three-digit number dedicated to suicide prevention and mental health crisis response. The number will become active and available in 2022.

This law signals a recognition that mental health crises are just as important and deserve the same emergency response as the medical emergencies which are reported to their own national three-digit number, 9-1-1.

The law does not create a new service, as the US already has a national number for suicide prevention. Instead, this new law creates a the pathway for a new, easier way for people to reach existing crisis intervention and suicide prevention services available through the existing Lifeline at 1-800-273-TALK (8255), a service provided by a network of about 170 local crisis centers around the country.

Once three-digit dialing is activated in 2022, experts anticipate that call volume to the crisis centers will increase. The new law creates funding and resources for local crisis centers that will enable them to meet this demand. And, similar to nominal fees charged that support 9-1-1 services, the law will give states the authority to levy fees on wireless bills to support the 9-8-8 service.

The iCarol team applauds Congress and the President of the United States for making three-digit dialing for suicide prevention a reality after years of advocacy by mental health and suicide prevention experts. We have no doubt that the establishment of 9-8-8 will make it easier for people in crisis to reach assistance and receive help. As the software provider for many of the Lifeline crisis centers, iCarol pledges to monitor the progress of 9-8-8 activation, and provide assistance and support to our customers throughout this process.

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National Council on Problem Gambling Main Conference: November 5-6 and 12-13

How is the global Coronavirus pandemic affecting mental health providers, clients, and the gambling industry? Are you interested in learning more about gambling addiction and responsible gambling?

Join international experts and attendees from around the world at the virtual National Council on Problem Gambling (NCPG) National Conference, November 5-6 and 12-13. Virtual sessions will run from 12 to 4 pm EST with optional networking from 4 pm to 5pm.

The conference is the oldest and largest gathering that brings together local, national and international experts, professionals and individuals to discuss and learn about responsible gambling and problem gambling.

A wide range of topics will be presented, with something for experts and relative newcomers alike with content on public health, community, prevention, treatment, advocacy, recovery, research, regulatory, and the gambling industry, including online gambling, sports betting, military and veterans issues, and specific populations. Recordings of each day’s sessions will be available to registrants for at least 30 days.

Registration starts at $63/day – or less for groups 3 or more. Discounts available for NCPG members! 14 CEs, NAADAC approved.

Visit www.ncpgambling.org/national-conference/34th-mainonline/ to learn more and register!

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iCarol Helps Mental Health America of Virginia Consolidate Systems and Improve Service Delivery

We are excited to welcome Mental Health America of Virginia (MHAV) to the iCarol family of customers. The oldest mental health advocacy organization in Virginia, MHAV works closely with service providers and peers to complement an individual’s recovery from trauma, mental illness, or addiction. MHAV provides a variety of programs to the community, including a Warm Line telephone service for anyone in Virginia who needs a listening ear or wants resource information.

MHAV chose iCarol to help them improve service delivery and administrative workflows within their warm line program. Using iCarol, they can now consolidate their documents, files, and referrals to a single system, allowing their warm line staff and volunteers easier and more efficient access to the information they need to serve consumers of the program. They plan to enhance their team cohesion as a result of having all their communications being carried out within iCarol rather than using a number of disparate external programs. The categorization and searching capabilities within the built-in resource/referral database will enable warm line staff and volunteers to quickly find the best resources for callers.

iCarol is also helping MHAV meet unprecedented demands placed on their agency by COVID-19, when mental health and wellbeing is a paramount concern to everyone. The global pandemic has required them to be able to staff up as needed to meet growing demand for emotional support, and with iCarol they’ll be able to more quickly onboard new volunteers.

Of their partnership with iCarol, MHAV staff and leadership shared:

“The warm line team loves using the iCarol platform to do their work. They rave about how user friendly it is to complete Contact Forms, view shift schedules, communicate with each other using the internal chat feature and the ease of engaging in text message conversations with people who prefer texting support. As the warm line manager, I love using the platform for the same reasons including the ease of running reports in real-time, viewing and providing feedback to the team, making schedule changes and being able to get support from the iCarol team quickly. The service has enabled us to better serve Virginians with the support they need during these extremely difficult times.”

— Cheryl DeHaven, MHAV Warm Line Manager


“I enjoyed working with the iCarol team throughout the implementation process – very professional, timely, and accommodating.”

—Bruce N. Cruser MSW, Executive Director

To learn more about Mental Health America of Virginia, visit www.mhav.org.

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iCarol’s Virtual User Group Session is Just Two Weeks Away!

It’s important to us that our customers still have the opportunity to connect with us, receive training, and have the option to participate in a user group session, even if this year we can’t hold the event in person.

Our first initiative to provide that continuity — the user group portion of our conference will become a virtual user group session — is now just two weeks away! The session will occur on Thursday, June 11 at 2pm Eastern time.

This virtual user group session is your chance to hear about the latest improvements and enhancements to iCarol, learn what we have planned for implementation in the coming months, and discuss and provide feedback to the iCarol Product Management team on what features you’d like to see implemented in the future. All customers or those exploring iCarol for potential use at their organization are welcome to attend.

Virtual User Group Exclusive: Attendees of this session will be the first to hear about a major feature release coming in Q4 of 2020! You won’t want to miss it!

During this session we will:*

  • Review released features and enhancements from the past year
  • Share features and enhancements in progress and coming soon
  • Discuss iCarol strategy and priorities
  • Invite your industry expertise and votes on top ideas
  • Share a sneak peek at an all new, major feature release coming in Q4 of 2020!

Learn More and Register

*We reserve the right to make adjustments to our schedule and topics prior to the event date.

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June iCarol Support Training: Managing Automated Verification Requests and Responses

In May, our Support Team began offering monthly training webinars. These training sessions will be consistently held on the third Wednesday of each month at 2pm EDT.

Our topic for June 17, 2020 at 2pm EDT is Managing Automated Verification Requests and Responses.The goal of this training session is to teach iCarol users how to manage their Automated Verification Requests and Responses, and configure what fields are visible to the verifier. This training is for iCarol customers who are subscribed to the Automated Verification feature, or those who are interested in learning more about subscribing to that feature.

Not sure what the Automated Verification feature does? Click here to learn more.

During this training participants will:

  • Review the Field Visibility Settings for Verifiers
  • Learn how to style your data entry for optimal outcomes
  • Understand the various request settings
  • Learn about response filters

The Monthly Support Trainings are available exclusively to iCarol customers. To sign up, please sign into your iCarol system and navigate to the iCarol Help Center, where the registration link is provided in the Announcements area.

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May is Mental Health Month

Much of the focus worldwide in recent months has been the global Coronavirus pandemic, including guidelines from staying healthy and avoiding contracting COVID-19 or passing the disease to others. And while this is obviously a critical topic, it should not be forgotten that our mental health, especially during the pandemic, is important, too.

May is Mental Health Month, and organizations around the world are sharing information about how to obtain and maintain good mental health.

Each year since 1949, Mental Health America and their affiliates have led observance of Mental Health Month. This includes release of an annual Mental Health Month toolkit, which you can download here. They also have a number of resources available on their Mental Health Month web page, this year focusing on topics such as Connecting With Others, Creating Health Routines, and Eliminating Toxic Influences.

The National Alliance on Mental Illness (NAMI) is focusing on the power of connection and supporting one another, and promoting their core message of eliminating stigma, by sharing the message that those who many be having mental health difficulties or experiencing mental illness are not alone. Mental health conditions affect approximately 1 in 5 individuals during a given year.

The Canadian Mental Health Association (CMHA) has a number of articles and resources available in recognition of Canada’s Mental Health Week (May 4-10) which are available here. CMHA calls attention to the fact that, when asked how they are, people and Canadians in particular often respond with, “I’m fine,” even if they are not. CMHA is promoting more social connection and “getting real about how you feel.”

We hope during this Mental Health Month, our blog readers will take the time to engage with these and other mental health leaders to learn more and promote better mental health for all people, especially in light of the daily stressors and crises we all face due to COVID-19.

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iCarol Support Team offering monthly live training sessions

With the cancellation of iCarol’s Annual Customer Conference, we will unfortunately miss the opportunity to provide our typical day full of in-person training on iCarol’s tools and features to help our customers carry our their work. However, to support our customers in the absence of this in-person event, the iCarol Support Team will begin offering monthly training webinars. We will use customer feedback and other data available to us to determine what topics to cover — ensuring that these trainings are providing the information you need and want most. These training sessions will be consistently held on the third Wednesday of each month at 2pm EDT.

The first monthly session will occur on May 20 at 2pm EDT, and is titled “Introduction to Reporting.” This training session will establish a foundation of understanding of the reports available in the Statistics section of iCarol, and provide fundamental knowledge about the data exports available in iCarol. This training can be considered a pre-requisite for future Support Trainings that will cover individual Statistics and Reporting topics in greater detail.

During this training participants will:

  • Receive a high level overview of Statistics and Data Exports in iCarol
  • Learn about the different reports and tools available in each area of Statistics
  • Review the data available in the Data Export tool
  • Begin to understand the relationships between the files included in the export

The Monthly Support Trainings are available exclusively to iCarol customers. To sign up, please sign into your iCarol system and navigate to the iCarol Help Center, where the registration link is provided in the Announcements area.

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iCarol to hold Virtual User Group session in June

Unfortunately as is the case with so many other events planned for this spring, iCarol’s annual customer conference, originally scheduled to take place in Grand Rapids, Michigan this June, has been cancelled due to the COVID-19 pandemic. We look forward to this event each year and were very disappointed to have to cancel, as we always enjoy seeing our customers and spending an entire day with them immersed in iCarol training and a user group session.

It’s important to us that our customers still have the opportunity to connect with us, receive training, and have the option to participate in a user group session, even if this year we can’t hold the event in person.

We’re excited to announce the first initiative to provide that continuity — the user group portion of our conference will become a virtual user group session, scheduled for Thursday, June 11 at 2pm Eastern.

This virtual user group session is your chance to hear about the latest improvements and enhancements to iCarol, learn what we have planned for implementation in the coming months, and discuss and provide feedback to the iCarol Product Management team on what features you’d like to see implemented in the future. All customers or those exploring iCarol for potential use at their organization are welcome to attend.

Virtual User Group Exclusive: Attendees of this session will be the first to hear about a major feature release coming in Q4 of 2020! You won’t want to miss it!

During this session we will:*

  • Review released features and enhancements from the past year
  • Share features and enhancements in progress and coming soon
  • Discuss iCarol strategy and priorities
  • Invite your industry expertise and votes on top ideas
  • Share a sneak peek at an all new, major feature release coming in Q4 of 2020!

Learn More and Register

*We reserve the right to make adjustments to our schedule and topics prior to the event date.

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Government resources/assistance to non-profits affected by COVID-19

Businesses of all types have been deeply affected by the COVID-19 crisis, including not-for-profit organizations. Both the Canadian and US Federal Governments have made assistance programs available to small businesses, particularly regarding maintaining of payroll in spite of lost income. The following resources may be helpful to your non-profit organization if you need to explore such programs for your agency:


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