On Wednesday, June 16, the Substance Abuse and Mental Health Services Administration (SAMHSA) announced that Vibrant Emotional Health will be the administrators of the new 988 dialing code for the National Suicide Prevention Lifeline in the United States. Vibrant, in partnership with SAMHSA, has administered the Lifeline since its creation in 2005. Click here to read SAMHSA’s full statement.
The process of creating the three-digit national number to reach the National Suicide Prevention Lifeline has been ongoing for several years. Click here For more information on 988.
The team at iCarol extends our congratulations to Vibrant Emotional Health for being designated as administrators of the 988 dialing code. Through our years working with Vibrant Emotional Health and the many Lifeline Network Centers answering calls to 1-800-273-TALK, we have seen firsthand the passion and professionalism these teams bring to their work addressing the critical public health issues of suicide and mental health. We believe that 988 will improve accessibility and equity for Americans seeking emotional support and assistance. By designating a three-digit number for suicide prevention and mental health crises, our leaders send a clear message that these concerns deserve the same immediate attention and access to assistance as a physical health emergency, while also reducing harmful stigmas that create barriers to treatment. As the leading software provider among the existing National Suicide Prevention Lifeline network of centers, we stand ready to support our customers making the transition to answering 988, and welcome new centers coming on board for the 988 initiative.
This Wednesday through Friday, members of our team will attend sessions at the American Association of Suicidology Conference, and we will also host a booth in the virtual exhibit hall.
The conference is a convergence of professionals working across the spectrum of the suicide prevention industry, from those operating crisis centers and other direct care services, to professionals working in academic settings conducting suicide prevention research, and advocates focused on prevention, education and awareness.
So we can continue to stay ahead of the topics that most impact iCarol’s customers, on Wednesday Dana will attend the Crisis Continuum pre-conference program, which concludes with a session on network updates and future directions for the National Suicide Prevention Lifeline Network.
Having supported crisis centers since the earliest days of the Lifeline network, and serving a large portion of the network that are iCarol customers, we have witnessed the Lifeline’s growth year after year, both in the number of participating centers and the volume of contacts the Lifeline receives through calls, chats, and other forms of communication. At this year’s update we’re anticipating the latest news from the 988 transition plan and how that will affect members of the Lifeline network. We’re also closely following the continuing conversations on how communities are changing their practices around responding to mental health emergencies and similar crises, with a shift towards crisis intervention teams and other professionals leading the response as opposed to law enforcement.
These discussions directly inform iCarol’s strategy and product development in the coming months and years, which ensures we will continue to meet the needs of suicide prevention and crisis centers everywhere, providing the tools they need to do their life-saving work.
If you plan to be at the AAS Conference, please stop by our virtual booth to download our new guides and materials, including a brand new ebook on choosing software for crisis intervention and suicide prevention services. We’ll also be available for virtual meetings at your convenience to answer your questions, or have conversations about your challenges or projects and explore how iCarol can be of assistance.
The Senior Alliance, based in Wayne, Michigan, is currently seeking a candidate for the position of Program Manager – LMSW.
The Program Manager – LMSW will manage a team of employees with the goal of improving the lives of older adults who are socially isolated. Effectively focus the team on achieving individual and program performance goals. Continually train the team to effectively enroll patients, implement the agency’s Hearken model, properly document cases and coordinate resource referrals to proper agency staff. Work with agency’s fiscal and information technology staff to insure data integrity, proper programmatic billing and report production. Serve as the agency’s liaison to the program’s partners. This is a temporary role pending budget continuance.
Education: Master’s in Social Work – Program Manager must be a Licensed Master’s Social Worker with experience in counseling
Experience: Minimum two years of experience in direct management of employees and programs, preferably in a professional environment. Demonstrated experience in developing and implementing projects and/or service delivery, including effectiveness in quality assurance/quality improvement activities with complex multi-year programs. Experience with business process, customer service, data management/flow mapping, interacting with high-level external stakeholders and community relations. Possess some understanding of database, system design, or application programming. Experience with Wellness Recovery Action Plan (WRAP) development, evidence-based diagnostic tools, and counseling. Familiarity with the aging network and community-based organizations is desirable.
Requirements: Excellent interpersonal and group process skills. Is accurate, conscientious and flexible with attention to detail. Accepts direction, well organized, has the ability to meet deadlines and a willingness to work in a team environment. Is proficient with computers, including using data to generate meaningful queries and reports that help inform discussions regarding program effectiveness and future direction. Ability to develop collaborative partnerships with other agencies, draft documents for public distribution and make presentations on behalf of the agency. Must have valid driver’s license and reliable transportation. Perform job functions with ethics, honesty and integrity. The Senior Alliance (TSA) is a non-profit 501c(3) where philanthropy on behalf of the agency is a requirement of all employees.
Duties include:
Manage daily activities of Social Workers, Peer Mentors, Community Health Workers & Peer Volunteers and effectively address issues arising from client interactions;
Work alongside Director of Programs to develop the Hearken model and any associated grant application
Provide counseling to program clients;
Review pre and post scores on all diagnostic tools used in the program to determine program successes and areas of improvement
Ensure that all staff obtain and maintain required professional certifications when required;
Implement a continual training and skill development program for program staff;
Oversee data entry and documentation processes;
Lead regularly scheduled team meetings to continually develop staff skills, provide programmatic performance feedback and foster interaction between team members focused on experience sharing;
Develop and implement individual staff member and project work plans, as needed;
Develop and maintain open lines of communication with program partners (both internal and external);
Adhere to programmatic policies and procedures established with the program’s contractual partners;
Work with Information Technology Specialist to maintain functionality of the program’s database;
Work with the fiscal department to insure accurate and timely billing of programmatic activities;
Be an advocate for older adults and an effective speaker at local, state and national forums;
Other duties as assigned by the Chief Clinical Officer, Director of Programs, or CEO.
Each year, February 11th is celebrated as 2-1-1 day throughout North America.
2-1-1 is an easy-to-remember three digit number, but unlike 4-1-1 for directory assistance or 9-1-1 for life-threatening emergencies, the focus of 2-1-1 is to provide people with comprehensive information and referral to various human services in their communities.
Rather than spend hours of frustration going it alone calling around to various agencies or surfing the web, help-seekers can make 2-1-1 their first call for assistance and speak to a trained specialist that can spend time evaluating their needs, educating them about resources, and then connect them with the appropriate services. These 2-1-1 agencies widen their reach by making their services available via chat, texting, and integrating their well-curated database of resources into their website. They also build partnerships with other providers by sharing their resource information and making it available to collaborators in a multitude of ways. Of course, iCarol is delighted to help a large percentages of 2-1-1s across Canada and the United States tap into these tools and innovation to help their communities.
The specialists at 2-1-1 are considered some of the unsung heroes of the global Coronavirus pandemic. While they aren’t always highly visible first responders in their communities, they are certainly an integral part of the COVID-19 response. From very early on in the pandemic, 2-1-1 centers have served as community helplines for COVID-19 health information, and provided critical resource information to individuals and families suffering from the economic fallout caused by the Coronavirus. And now as communities are implementing their vaccine roll outs, once again 2-1-1s are often serving as part of that process as well.
iCarol is proud to be working with so many 211 providers whose organizations provide a vital service to their communities by connecting millions of people to essential services each year. If you work at a 2-1-1 and celebrated this day at your helpline, whether it’s just a small occasion or large outreach event, we want to hear from you! Send your stories and photos to me at dgrayson@icarol.com so we can feature them on our blog and share your experiences with our readers and recognize your organization.
211 Maryland is currently seeking a candidate to fill the position of Database Administrator.
About the Position:
The Database Administrator oversees the evolution, expansion and maintenance of a statewide resource database that includes health and human service resources available to Marylanders and ensures standards are met by the Alliance of Information and Referral Systems (AIRS). They provide guidance and direction to 211 Maryland Call Center Resource Specialists, volunteers and information and referral specialists on database enhancements, development, and maintenance activities. The Database Administrator leads the creation of new partnerships with other statewide organizations that maintain health and human services databases to reduce duplication in resources and identify new partnerships. They serve as the point of contact for all statewide database requests.
Essential Duties and Responsibilities includes, but are not limited to :
Database development oversight:
In tandem with the Operations Director, develops statewide policy/procedures, documents and implements procedures for researching, selecting, classifying, indexing, and updating resource information to assure the accuracy, consistency and integrity of the database. Ensures that Inclusion/Exclusion criteria are uniformly applied statewide; a standardized profile is used for every resource; resources are classified by the AIRS/211 LA County taxonomy; and the database is updated annually. Networks with resource managers across the nation to stay abreast of best practices and developments in technology that could enable increased efficiencies. Regularly solicits input from call center resource specialist on resource needs and recommended system changes in accordance with identified needs.
Identify best practices for database development and maintenance:
In tandem with Operations Director and call centers, develop best practice policy/procedures for database improvements, maintenance, and technological upgrades. Support statewide efforts to increase agency resources, continued maintenance, and system updates. Support call centers with identifying resources and best practices to maintain and enhance their local resources.
10% Reporting: Creates customized resource reports. Collects and disseminates data on community resources as needed to support 211 Maryland’s public policy/statewide impact.
10% Relationship Building and Community Outreach: Identifies statewide collaboration opportunities. Oversee efforts to create data sharing agreements and processes with local and
statewide organizations. Coordinates database activities among 211 pilots. Networks with community service providers to promote availability of online resource database and to coordinate efforts to update resource information.
Training: Identify best practice training opportunities. Coordinates database maintenance activities and trainings for call centers resource staff. Provides direction and guidance to resource specialists, information, and referral specialists, in researching, developing, and updating resources. Provides training as needed for call center staff on use of information and referral software for resource development and maintenance using the AIRS/211 LA County Taxonomy of Human Services.
Administrator must consistently demonstrate competency in:
Maintaining a statewide resource database in accordance with AIRS standards.
Supervise, guide, and instruct staff and volunteers with database development tasks.
Plan daily work schedule and prioritize tasks to meet 211 MD’s goals and objectives.
Perform tasks with minimal direct supervision.
Build and manage external relationships.
Leading or participate in team projects as required.
Employ problem solving techniques when appropriate.
Qualifications and Requirements:
Bachelor’s degree in Social Work, Human Services, Library Sciences, or related field with at least 2 years of experience in a human service organization. Knowledge of computer systems, database technology and data analysis techniques. Basic knowledge of human service delivery system. iCarol Resource Database administration experience preferred.
Abilities/Skills:
Ability to express ideas clearly to individuals and groups.
Agility to make independent decisions using good judgement.
Organizational skills.
Attention to detail.
Strong relationship building and other interpersonal skills.
Wednesday January 28th is a big day for Canadian mental health initiatives: It’s Bell Let’s Talk Day!
This annual event draws attention to the topic of mental health, particularly the stigma attached to mental illness that prevents many from seeking help. The idea is that if we all talk more openly about mental health and are open to conversations about it, it will lessen the shame attached to mental illness. Bell also champions access to care, workplace mental health, and research.
On Bell Let’s Talk Day, people are encouraged to take to social media and discuss the topics of mental health and mental illness. Certain social media activities, such as watching the official Bell Let’s Talk video, using their special profile photo frame in Facebook, or using their special Snapchat filter, will help raise funds for organizations that address Bell Let’s Talk’s initiatives. Bell donates 5¢ to mental health initiatives and programs across Canada (including many services that are part of the iCarol family!). Bell customers can also participate by texting or making calls. Find out more about how to take part.
Bell Let’s Talk has had a profound impact across Canada. Since the campaign began in 2011 there have been over 1 billion interactions around Bell Let’s Talk, with over $100 million donated to mental health initiatives. And 86% of Canadians say they are more aware of mental health issues since Bell Let’s Talk launched.
To learn more about Bell Let’s Talk, check out their website and toolkit that contains everything you need to participate. We hope you’ll follow us on Twitter and Facebook, to join us in raising funds and awareness so we can remove the stigma from the conversation about mental health!
As 2020 comes to a close and we look forward to 2021, I like to reflect on the accomplishments of the past year. While they may have looked and felt different this year, they are accomplishments none the less.
I have had the opportunity to communicate with many of you this year, but for those I have not yet met, I joined iCarol as the Vice President of Operations in March of this year. Many of you know or have spoken previously to Rachel Wentink, who has served in this role for 5 years. Rachel is still working with us but is working part-time as she moves to semi-retirement. As I transitioned into this role from another Harris Business Unit, it struck me right away the absolute commitment and dedication that is a culture within the industries we serve. I love the sense of community that I experienced while attending various conferences this year, which says a lot given they were all held remotely. I look forward to “meeting” many more of you in 2021 and learning of the plans you have or need help with to drive towards the vision for your organizations.
While 2020 brought many hardships, I have been trying to focus on the positives and the accomplishments that we have achieved this year at iCarol.
We have had the privilege of welcoming many new organizations into the iCarol family, as well as continue to serve our current valued clients. Most of what we do is driven from input from our iCarol client family. We seek information and insights from all of you to guide us in what we continue to offer in iCarol. As a result, we have made many code changes that turned out 646 different features and bug fixes throughout the year. This included some rather large developments like the Referral Q and Provider Portal, as well as developments such as our Contact Record API updates. We have also focused our development efforts this year to continue to evolve security to better secure your data. A couple of these additions are the audit log and lock box enhancements, in addition to infrastructure security changes that were made in October. We discussed these enhancements on our Customer Webinar held on December 9. If you were not able to join us, you can access the recording through the iCarol Admin Dashboard or Help Center and watch it at your convenience. We look forward to sharing more of the accomplishments that our Tech Team has turned out in 2020 at our State of iCarol webinar in January. Details on the webinar will be coming soon, and we hope to see all of you there!
Early this year we moved our Support ticketing system to a new platform in an effort to better support all of you. This move has allowed us to better track support needs and streamline our internal processes. This was a large undertaking, as is any new system, but we believe it was time well spent and encourage feedback from all of you. One way we would love to hear from you is on the survey that is provided at the end of each support ticket. We have seen an increasing number of responses, and I would encourage those of you who bypass it to please take a few seconds and provide your feedback so we can do better.
I have heard many people utter the same sentiment, that the end of 2020 cannot come soon enough. It has been a challenging year. The impact of COVID-19 has had a profound impact on everyone, none more than all of you — those that assist help seekers struggling with the changes it has brought to a once normal life, while getting used to a remote working culture that many of you were not accustomed to yourselves, and finding a way to manage the increased volume of contacts at the same time. What you have accomplished this year has been nothing short of remarkable, and from all of us at iCarol we want to sincerely thank all of you for being the light in the darkness for so many this year.
Happy Holidays, and Happy New Year from all of us at iCarol.
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:
Understand the function of a healthy crisis continuum and the impact of system capacity issues on overall coordination
Learn the most pressing issues facing crisis service providers of all types during the pandemic
Identify strategies for creatively combating system challenges to achieve the desired goals of timely and accessible crisis services.
Our 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.
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.
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.
Our Presenter:
