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A Special Message to iCarol Users as 2017 Comes to a Close

The end of a year is typically a time for introspection as we look back on what we’ve accomplished and begin to plan for the future. This past year has certainly been challenging for a variety of reasons, but you, our clients, have been a consistent source of inspiration throughout it all. You have repeatedly stepped in to assist the most vulnerable in their time of greatest need. Whether it was responding to those at risk during and after hurricanes Harvey, Irma and Maria, helping survivors in the aftermath of a violent attack and addressing the surge in awareness and discussion around those topics, assisting those struggling in their day-to-day environment, or handling countless other problems and requests, you have stepped up to make a positive difference in the world.

They say there’s strength in numbers, and you demonstrated it this year with creative partnerships to aid each other in your respective missions. In the interest of brevity, I’ll cite just two examples: first, a California 211 who on very short notice agreed to back up a Florida crisis center as Irma grew close, utilizing iCarol’s ability to share contact forms and resource data. The plan ensured help seekers would still have someone to assist them even as the Florida center lost its power and telephone service. The California 211 logged over 1,100 call reports during that crisis.

In another powerful example of strength in numbers, a group of crisis centers across Canada banded together to form the Canada Suicide Prevention Service (CSPS), agreeing on a common process and technology standard in order to provide a seamless network of assistance to those in crisis. The vision of a unified national service was first championed by Karen Letofsky, and began providing service in late November of this year. CSPS uses iCarol for logging contacts, chat and texting. Their very first interaction, a chat, resulted in an active rescue of a teenager. Countless other stories could be told of the valuable services you’ve all performed throughout this year, and of the powerful network you’ve built to assist each other in times of need.

At iCarol we have always strived to provide the best possible software and service we could to empower you further. After listening closely to your feedback last year, in 2017 we focused most strongly on overall service stability, product quality and in the addition of critical functionality to iCarol. We also wanted to ensure we built in additional feedback loops from you to help us continue to improve. So, you might ask, how have we done?

I’m pleased to say that for 2017 thus far, we’ve achieved our best “up time” in the past 10 years, exceeding 99.972% system availability, per our third-party monitoring service. To put 99.972% in context, it averages out to only 24.2 seconds of down time per day, or a total of 2 hours, 27 minutes and 15.9 seconds for the entire year. We’re feeling especially good about the percentage given that this year our customers logged over 10 million contact forms in iCarol, doubling the number of forms entered just 3 years ago. Your need for access to iCarol stretches ‘round the clock, and our relatively small company has delivered this year with up times comparable to industry giants like Salesforce and Amazon, ensuring you have access to your systems as you provide vital services.

We are constantly looking for ways to improve product quality. iCarol contains almost 300,000 lines of code, which implies a significant amount of work to continually test its feature functionality. In late 2016 and throughout 2017, we’ve been investing in automated testing as a way to ensure more ongoing, consistent testing. To date we’ve created 220 automated test cases, which will be kicked off nightly as the codebase is updated with new bug fixes or features. Our plan is to grow the number of automated cases to cover more and more of iCarol, thereby relying a little less on manual testing, which can be subject to human error. The more product defects we can capture before a release, the better iCarol will perform for you. This will also help us to speed up our release cycle in 2018, releasing an update on average every two weeks throughout the year, delivering feature functionality to you more quickly. As always, check the iCarol Dashboard for news on upcoming releases and any features it may contain.

The iCarol Ideas Portal was launched this February as a more formal feedback loop for you to suggest improvements, and to vote on Ideas of fellow customers. It also enables the ability for Q&A, allowing our Product Management team to gather more detailed information about selected Ideas. We’re thrilled that you’ve jumped in and begun logging your Ideas, enabling us to see trends in your voting. We’ve implemented multiple Ideas this year, and plan to add more in 2018.

In 2017, 2,769 code changes were made to iCarol, which translates into over 790 features and bug fixes added throughout the year, as we strove to improve iCarol per your feedback. Some of the most notable enhancements this year included a new release of Messaging, which incorporated the text or chat conversation into the call report form, the massive Field Visibility enhancement for resource database managers, and an updated Public Resource Directory 2.0, with its configurable Guided Search, among other features.

Smaller enhancements can also provide a lot of value for our clients, as you reminded us through your suggestions on the Ideas Portal. These included enabling a custom date range for the Summary Report, receiving an email notification when a resource is flagged for review, requesting email outcomes from an Automated Verification campaign, receiving notifications for bounced email from an Automate Verification campaign, and initiating an Automated Verification request when editing a resource record.

Finally, we’ve also begun formalizing focus groups on particular areas of functionality we’d like to improve. If you are a “Power User” of a particular area of iCarol, meaning you use it heavily, and have strong opinions on how it could be improved, we’d love to hear from you so that we can add you into a focus group. Each group will be small, but will hone in on specialized functionality so that we can obtain very detailed feedback on what works, what doesn’t, and the special requirements and limitations you run into in your environment. As I hope I’ve conveyed throughout this note, your voice and expertise is a valued part of our business, especially as part of our product management process.

All in all, it’s been quite a year. We hope you’ve weathered the storm well in both your personal and professional life, and we wish everyone a safe, secure and happy new year. Everyone at iCarol continuously marvels at the fine work you do and your life-changing and life-saving contributions to our world, and we’re excited to see your continued positive influence in the new year. We remain honored to serve you, our clients, and look forward to another year of service and giving in 2018 and beyond.

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Latest Enhancement Review – Webinar Recording Available

A recording of our most recent Enhancement Review Webinar is available now available for you to watch.

Some of the enhancements we discussed were:

  • Harnessing your resource data through the new AIRS XML 3.0 Export
  • New Automated Verification enhancements that help save you time while keeping resource data accurate
  • New Field Visibility Settings that provide enhanced control over what fields of information are seen in the various contexts of your Resource Database
  • Geographic lookup options for iCarol Contact Form Version 5 users, that help you tailor the lookup based on your preference
  • Ways to collect pre and post-SMS conversation data from your visitors
  • and more!

So, if you weren’t able to join us for the live event, would like to learn more about the information we presented, or just want to review it again, now you can!

Watch Now

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iCarol End-of-Year Housekeeping Tasks

As the end of 2017 approaches, we want to take the opportunity to provide some housekeeping tasks for you to review. We know how busy you are every day of the year, and even if you already have processes in place for these tasks, getting them done might fall to the bottom of your to-do list sometimes. Now is a good time to review these housekeeping tasks to help you get the most out of your iCarol system, while you’re getting ready for another exciting year!

    Review Draft Call Reports

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

    Draft call report forms

    Set Obsolete Call Report Form Custom Fields To “Inactive” Status

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

    Disable inactive call report form filter

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

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

    Call Report Editor Use as filter in statistics

    Disable Vols-Staff from Accessing iCarol

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

    Disable volunteer access

    Review Organization Contacts

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

    Designate contacts

    Backup Resources

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

    Extract data

    Backup Call Report Forms

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

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

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Join our next Enhancement Review Webinar

Save the date and book your spot — our next Enhancement Review Webinar is scheduled for Monday, December 18, 2017 at 1pm EST!

A reminder that these webinars are a way for us to provide users with a summary of the latest enhancements that have been added to your iCarol systems. This isn’t a training nor do we dive deep into instructions on how to enable or use these tools, though all of that information can be found in our help articles and other training materials inside iCarol. The webinar is our chance to go over what was added, what problems it solves and what direct benefits you could see from using it, along with potential use cases.

Sign up now by clicking the button below. Remember, if you find you can’t make it on the day of the webinar, we always provide a recording and make that available on our website and we also send out a link via email to all those who attended, or those who registered but were absent. We hope to see you there!

Register Now

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Latest Enhancements to Automated Resource Verification

As we mentioned in our recent blog about the iCarol Ideas Portal, quite a few recent and upcoming enhancements to iCarol are a direct result of contributions and engagement on the portal. That includes these recent enhancements to Automated Verification — the iCarol tool that helps you keep Resource records accurate on a regular basis, and helps maintain AIRS accreditation, with less manual work by your Resource Management staff.

Automated Verification Request Email Outcomes and Bounced Email Notifications

Whether you’re sending just a handful or a hundred of requests for verification out to service providers, it’s nice to know what happened to those emails and if they made it successfully to their destination. With this latest enhancement, you now know even more about the outcome of those emails, specifically whether or not they “bounced,” i.e. they encountered a problem along the way and did not make it to their intended destination. This would happen particularly if the email address wasn’t valid, which tells your Resource Managers they may need to contact that organization to verify a valid email to use for future Automated Verification Requests.

AVR Bounced email

In addition to seeing the bounced status when viewing the original request page, the Resource Specialist who initiated the request will also receive an email notifying them that the request bounced and did not make it to the intended recipient. The additional notification via email will help alert them to the fact that the verifier did not receive their Automated Verification request, which could help them address and resolve the issue more quickly.

bounced email notification email

Initiate an Automated Verification Request While Editing a Resource Record

Sometimes you may want to initiate an Automated Verification Request for a single record in your database. You could certainly do this using the typical method of going to the main Resources search screen, choosing the “Verify” option, and searching for the record you wish to verify.

Search for resources to verify

However, often when a single verification is needed it’s because the Resource Manager was actively reviewing the record and notices it needs an update. Or, perhaps another staff member has flagged the Resource and the Resource Manager is investigating. In these and many other cases, it would be very convenient to initiate an Automated Verification Request right then and there, for that single record, without having to go to the main Resource search page. Well, now you can do exactly that! While editing a record, in the section that outlines verification information, a link appears that can initiate the request. When clicked, the link takes the Resource Manager to the page where they configure the request settings.

Initiate AVR while editing record

We hope our Automated Verification users enjoy these two enhancements to the feature. We think they’ll help maintain Resource accuracy while saving your Resource Specialists some time in the process.

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New Enhancement: Receive Email Notifications About Flagged Resources

We’ve recently added to iCarol the capability to send your Resource Specialists or Resource Managers an automated email notification when a Resource record in your database is “flagged for review.”

What Are “Flagged Resources?”

It’s important that your Resource Database information is kept accurate and reliable so that your Call/Chat Specialists are giving out the best information possible. One of the tools that help you accomplish this in iCarol is Resource “flagging” — marking a record in such a way that Resource Specialists or Resource Managers know to give it some attention.

How It Works

Say a client received a referral from your organization last week, but when they call that referral they find the number is out of service, or they reach the organization but are told the program they called about is no longer offered. Oftentimes such clients will call you back to complain or report the difficulty accessing services. In other cases, you may discover the encountered barriers on a follow-up conversation with the client. Another potential scenario — one of the employees of an organization listed in your database may proactively call your service and speak with a Call Specialist to report needed changes to their listing. Regardless of how the question is raised to a record’s accuracy, within iCarol your volunteers and staff can go into the Resource record and “flag” that record along with a note describing the necessary changes, or simply note the request that the Resource Manager follow-up with the organization.

flag a resource record

This process is far better than taking the time to write the Resource Manager an email, or leaving them a note or voicemail. Those steps take time away from your specialists’ responsibility of answering calls or chats and providing other direct services to clients. By simply typing a note in the Resource record within iCarol and hitting the “Submit” button, your specialists won’t have to leave their workstation or stop what they’re doing to pass the information along. This not only saves them time and keeps their focus on serving clients, but also helps safeguard against this important task being forgotten or overlooked.

On the receiving end of the flagged Resource is the Resource Specialist or Resource Manager, who will see an alert on the main Manage Resources page noting that a Resource was flagged for review. Simply clicking a link on that page takes the Resource Manager to the full listing where they can review the issue and clear the flag once any investigation and adjustments are complete. Until they do this, others who view the record as a potential referral for a client will see that is has been flagged, so they know to be aware and proceed with caution before providing it as a referral.

alert of flagged resource on manage resources page

With this latest enhancement, in addition to the in-system alert seen at the top of the Manage Resources page, certain staff can also receive a system generated, automated email alerting them that a Resource has been flagged. This additional alert helps Resource Managers respond more quickly when a Resource record’s accuracy requires review.

email notification of flagged resource

How To Enable/Disable This Notification

We have automatically enabled this setting for all users whose security permissions indicate they have a role in Resource Management, i.e. they can create and edit Resource records. To change settings for any of your users, take the following steps:

  1. Log in to iCarol as an Admin
  2. In the left main menu, click on ‘Vols-Staff’
  3. Click on the name of the person whose notifications you wish to change
  4. Click ‘Edit’
  5. Click ‘Notifications’
  6. Select or un-select the ‘Resource flagged for review notification’ setting
  7. Click the ‘Save’ button

If you wish to disable this setting for all users of your iCarol system, but the size of your staff makes this an onerous task to complete manually, please open a case with our Support Team and they can assist you. Your case should contain the subject line: “Disable the ‘Resources flagged for review’ setting for all our users.” For a limited time our Technical Team can run a script to turn off this notification en masse for all users in your system. We’ll honor requests for this action through December 31, 2017.

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iCarol Participates in Startup in Residence Project

At the 2017 Startup in Residence Demo Day held this past month in San Francisco, participating groups were given 5 minutes to present their collaboration’s technological solutions to identified problems. iCarol and skyClutch were delighted to work together with the Our Children Our Families Council (OCOF) as one of the participating groups. skyClutch is an independent company which aims to help their clients with better resource delivery through user-friendly website integration. San Francisco’s Our Children Our Families Council works to make sure the resources of the city of San Francisco are directed toward helping children and families thrive.

The identified problem? Many of our youth and their families have the burden of searching multiple directories and portals for information but none of them are comprehensive. Most online directories provide basic health and human service listings, but do not include out-of-school activities, in-school services, child care openings, affordable housing listings, or information on medical support groups. The Our Children Our Families Council, a collaborative effort with the San Francisco Mayor’s Office and San Francisco Unified School District, seeks to create a comprehensive digital service directory, which would include all publicly-funded and publicly-administered services for children, youth, and their families including San Francisco Recreation and Parks, Department of Children Youth and their Families (DCYF), public safety resources, childcare, housing, health care, legal aid, and more. Currently, service data is decentralized and often inaccessible to the populations most in need. Much of the current service data is locked in proprietary silos maintained by individual organizations in different formats and is inaccessible to other departments, agencies, and stakeholders.

The proposed solution: A digital directory that connects disparate data sets into one holistic portal to increase accessibility and uptake of services to help San Francisco families thrive. Intended users are students, parents, teachers, counselors, youth, community based organizations, and city departments. The site would have front-end (e.g., homepage) that links to multiple search portals, which are unique to a particular data structure, user segment or issue such as transitional aged youth (TAY), child care, or housing. The goal is for the front-end to be user-friendly, translated into multiple languages, and mobile friendly. Users can search the service inventory via text field, location search, category search and bookmark, print, save, and share the resources they’ve identified and plan to access.

Moving forward: The Our Children Our Families Council is focused and committed on building, in partnership with iCarol and skyClutch, a centralized database of all San Francisco’s publicly-funded and publicly-administered services for children, youth, and their families. Through the use of the iCarol Resource API, skyClutch and the operational support from the Mayor’s Office of San Francisco and the San Francisco Unified School District, children and families awareness and ability to access needed resources will increase. The centralized database system will also allow the city to be more cost effective in how it can make residents aware of services and address resident needs. Behind the scenes, it also assists the city in knowing what types of services residents need most and what gaps there may be, ultimately helping the city strategize and improve response. And finally, it reduces frustration and builds trust between residents in need and their local government offices.

We are proud to be the chosen technology platform for OCOF’s service inventory and are very excited for the positive impact this project will have on children and families in San Francisco.

What is the STIR Program?

Local governments are under increasing pressure to meet constituent needs and engage with the public in innovative and cost effective ways. But, spending time and money on innovation is not always easy for city governments already stretched thin and busy with the day-to-day work operations. The Startup in Residence (STIR) initiative began in San Francisco in 2014, with the goal of solving civic challenges and addressing residents’ needs by pairing up government agencies and startups.

The partnered startup and governmental department work together over the course of 16 weeks to address a specific challenge using a co-developed technological solution. While the STIR program originated in San Francisco, it has since expanded to the nearby cities of Oakland, San Leandro and West Sacramento, with plans to go nationwide in 2018. You can learn more about STIR’s origin and history by watching this brief video.

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Enhancements to the Resource Field Visibility Tool

There are over 100 different “standard” fields available for use in your iCarol Resource Database which allow you to track and curate resource information you need to help your community. Some of these fields include Phone Numbers, Address, Languages Spoken, Description of services, etc. and are commonly used in the industry to describe what a service is, how it is offered and who it serves. But, you may not wish to have all of these fields appearing and populated on each level of the resource “hierarchy.”

For example, many people choose to have fields like Address and Phone number shown only for the Program, Site, or ProgramAtSite resource records, and not the Agency record level. There are probably several fields that you don’t wish to appear on the Public Resource Directory listing for the public, but you would like to have them appear in your internal iCarol system for your I&R and Resource Specialists. Customizing the fields being shown and editable at each level of the resource hierarchy is controlled using iCarol’s Resource Field Visibility tool, which recently underwent some very helpful enhancements.

Why the Changes?

These enhancements are a direct result of the feedback we’ve received from clients about this tool. Among this feedback was that the tool took too many clicks to operate, not all fields were available, some fields that were available shouldn’t be, and more. In addition to this feedback about what wasn’t working, clients offered some great suggestions on what could be added, such as ways to control the visibility of fields appearing on resource PDFs, and ways to enhance resource quality by requiring some fields to be required and always have values or text entered when editing.

Important note, we’re making the new Field Visibility tool available users now as a BETA feature. We welcome you to use it and test it out, and report any problems to the Support Team. Right now the new tool is available for configuration by Admins and those with Resource Manager security settings, but please note that the new Field Visibility settings and new version of the tool will not be applied to your system until you switch over to use the new tool (instructions below). Right now, these settings can only be used to control Resource Viewer, Resource Editing, Resource Auto-Verification, and Resource PDFs. Support for either version of the Public Resource Directory and Resource API are coming very soon.

The New Tool

To get to the Field Visibility tool, take the following steps:

  1. On your left main menu in iCarol, click on ‘Resources’
  2. Click on ‘Manage Resources’
  3. In the far left column click on ‘Field visibility’

You will arrive at this page.

Resource Field Visibility Tool

When you navigate to this Field Visibility Settings page, you’ll note that to the right is a setting which shows which version of the Field Visibility tool you are currently using. Until you switch to ‘BETA: New field visibility settings,’ your settings as they are on the old tool remain in place. Warning: If you click on ‘BETA: New field visibility settings,’ you will be switched over to the new tool. We advise that you first configure your new settings before making the switch.

To explore the new settings page and/or begin configuring settings using the new tool, click the link to the right that says ‘Setup my new field visibility settings.’

New Field Visibility Tool

Like the old tool, the field names appear down the left, and there are four columns to represent each level of the resource structure hierarchy: Agency, Program, Site, and ProgramAtSite.

What’s New?

There are a few new key things to note on this page:

  1. The new tool can currently be used to change the following areas: Resource Viewer, Resource Editing, Resource Auto-Verification, and Resource PDFs. To decide which of these you want to change the visibility settings for, select the appropriate one from the dropdown list.

    New Field Visibility settings for

  2. Where appropriate, for instance the settings used for Resource Editing, you can note that a field should not only be visible, but should also be required to have a value or text entered. Some fields, like ‘Name,’ are already set to be required and this is not editable, as having a Resource name is necessary in every record. These requirement settings will help you ensure important and necessary fields are not left blank, and results in cleaner and more accurate resource data management.

    New Field Visibility required fields

  3. There is a “Select all” or “Apply to all” setting at the top of each hierarchy column, allowing you to either turn visibility on or turn it off for every field* in the list with a single click.
    *does not apply to the ‘Name’ field as this must always be visible.

    New Field Visibility select all

  4. If you use Custom Fields, they appear at the bottom of the fields list. This allows you to control Custom Field Visibility in the same place as all other Field Visibility, rather than needing to navigate to the Custom Fields settings area of iCarol’s resource management tools.

    New Field Visibility Tool Custom Fields

  5. While changing your settings, it may help to have the field names appear alphabetically rather than having to sort through their typical groupings. Here you can change the field order from grouping to alphabetical and back again.

    New Field Visibility order by group or alphabetically

  6. If you haven’t yet Saved your changes and would like to undo the settings changes you made, simply click the ‘Undo Changes’ button. After clicking this button and clicking through a warning message, all settings will revert to what they were at your last save point.

    New Field Visibility undo changes

  7. When you are ready to save the Field Visibility settings, click the ‘Save Field Visibility Settings’ button.

    New Field Visibility save changes

When you’re satisfied with the settings under the New Field Visibility Tool, and have saved your settings, you can then switch over to putting the new tool into use whenever you like. To do that, simply click the ‘BETA: New field visibility settings’ button.

Begin using new Field Visibility tool

We hope you enjoy the New Field Visibility tool and that you find it useful. Our goal was to apply all the helpful feedback we’ve received over time and make the process more streamlined and efficient, while offering even more options, control, and helping with clean data management. If you have questions or need to report any issue with the BETA of this tool, please contact the iCarol Support Team.

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iCarol Innovators – Your Voice Matters

At iCarol we believe that our customers are also some of our best innovators. From the very start, helpline volunteers created iCarol and we’ve continued that tradition of users driving product development as the years go by. Many of the features you use in iCarol every day grew from a “light bulb moment” had by one of your peers. This community development approach drives our future product development. After all, no one knows your business or what type of tool or enhancement could improve your work like you do.

iCarol Usergroup Summit at the AIRS Conference

Our conference appearances throughout the year provide opportunities for iCarol usergroup sessions where iCarol users can discuss our software, provide feedback, and hear about our development plans, often referred to as our “Product Roadmap.” Prior to the Alliance of Information and Referral Systems (AIRS) conference in May we hold an iCarol Usergroup Summit where we offer trainings by AIRS Certified iCarol staff, as well as a traditional usergroup meeting.

This past spring, we asked for the AIRS Usergroup Summit attendees’ help on voting and prioritizing identified enhancements that should be first in line for development. Attendees received a firsthand look at how hard it is for us to decide where to focus our efforts. They took their task seriously, and graciously provided valuable feedback. You’ll be seeing the results of their efforts soon as these new developments start to be released in your iCarol system. As always, watch the iCarol blog and the Dashboard in your iCarol system for details.

Following the Summit one attendee described iCarol as, “Not just a vendor but a partner” in their organization’s mission. This is absolutely our goal as we work with all of our clients as we believe deeply in helping you to affect positive change in your communities. We’re happy to share that 100% of Summit attendees described themselves as Satisfied or Very Satisfied overall with the material presented at AIRS iCarol Usergroup Summit, and 100% of the group found the individual session content relevant to their everyday work. We think it’s a great event that you should attend next year, but you don’t have to take our word for it – 91% of attendees said they are likely to recommend attendance to others. We’ll be announcing future AIRS iCarol Usergroup Summit plans in 2018 so stay tuned!

Advisory Boards and Focus Groups

In an effort to keep client discussions going not just when we see you at conferences but throughout the year, we’ve recently kicked off a new and exciting venture — creating two separate iCarol Advisory boards, one to represent Crisis Centers/Helplines, and one to represent Information and Referral organizations. Each iCarol Advisory Board will ensure representation of industry voices in our development process through virtual meetings year round. Goals include providing iCarol with guidance on their industry’s evolving needs, providing feedback on existing and future software development, and validating that iCarol’s strategy and development plans meet the needs of the industry being served.

In addition to the iCarol Customer Advisory Boards, we are also hosting more focus groups than ever before. Focus groups are made up of individuals to discuss a particular challenge or development approach we are considering. Focus groups give the iCarol Product Development team the opportunity to discuss challenges our clients experience and potential solutions.

Want to get involved in an iCarol Advisory Board or Focus Groups? Participants are identified and invited through their participation on the iCarol Ideas Portal, from the cases they submit, feedback from surveys or ways in which their iCarol systems are configured.

Annual Customer Survey

It’s important to provide organization leaders and management staff across our client pool with the opportunity to share feedback covering all areas of iCarol, from our customer service to the use of the product itself, and to that end we just wrapped our annual Customer Survey a few weeks ago. We’re busy compiling and analyzing those results now so we can internally discuss how this feedback will drive us in the months ahead. We truly value the time you took to complete this survey and we will share results and action plans coming from that survey in the months ahead.

iCarol Ideas Portal

And finally, we just celebrated about 7 months of having the iCarol Ideas Portal available. This has proven to be an effective way of both receiving and prioritizing client ideas, and communicating about these ideas and their progress towards implementation. You may have caught our recent blog sharing some notable stats on the portal’s usage and just how much this method of client involvement has impacted your iCarol system already. If you haven’t, you can check that out here.

We hope, with these various methods through which we receive feedback and ideas, that you feel like a part of our iCarol Community where your voices are heard and opinions are acknowledged. Your role in our product development is an integral part of what we do and we look forward to continuing that tradition in both familiar and new and exciting ways.

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Happy 7 months to the iCarol Ideas Portal!

The iCarol Ideas Portal was released about 7 months ago, and already it is having a big impact, just as we hoped it would.

Since its release you have used the portal to:

            • Add over 300 enhancement and feature ideas
            • Cast 900 votes for your favorite ideas
            • Submit about 150 comments to help our team better understand ideas

To date, nine ideas originating on the iCarol Ideas Portal have been released for use. We’ll talk about some of these in more detail on separate upcoming blogs, but here’s a brief summary of a few of those ideas and what they do:

  • Receive email notifications and details when an Automated Verification Request has “bounced” and not made it to the recipient
  • Receive email notifications that a Resource record has been flagged for review
  • Initiate a new Automated Verification Request for a single record while viewing that record

There are currently 14 ideas planned and in progress, some that originated on the Ideas Portal and other ideas that were pre-existing but added to the portal so you could share you comments, feedback, and votes. Some of these planned ideas include:

  • Create PDFs that include only certain fields of your Resource records
  • Schedule statistics and specialized exports on a reoccurring basis
  • Allow the template for sending referrals by SMS to draw fields from Site records
  • Flexible date ranges in your statistical Summary Report
  • Include Custom Fields in your Resource record PDFs
  • Send referrals in the body of an email
  • Integration with the 2-1-1 National Text Platform (NTP) including:
    • Phone-to-Text referrals using 898211
    • 2-way texting using 898211
  • Pre-conversation surveys via SMS/Texting
  • Updates to the iCarol Help area
  • Applying your feedback to our Learning Guides
  • Standard Resource Export using the AIRS XML 3.0 Schema

We want to thank you all again for embracing the iCarol Ideas Portal as you have, and contributing so many wonderful ideas to it. By participating on the portal and casting your vote on the ideas that would be most beneficial to you and your organization, you help our Product Management team prioritize what we work on next, and enhance the iCarol experience for everyone. Keep those ideas coming!

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