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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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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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How iCarol Facilitates Remote Work

Technology has made it easier than ever to turn any setting into a contact center, including your workers’ homes. Because iCarol is a web-based solution, it can be used anywhere with an internet connection. iCarol Software empowers employers to not only make remote work possible, but do so without sacrificing service delivery or quality. Now more than ever, especially given the continuity of operations needs during the COVID-19 pandemic and other emergencies we can be sure to experience in the future, it’s time to consider remote work for your agency.

Controlling Access

There are a number of tools in iCarol that help you exercise control over what your users can see or do when working outside of the office. For instance, while any device can sign in to iCarol, you can make it so that only certain devices can access sensitive information such as Client Profiles or Contact Records. Using the Restriction/Certification tool, individual devices can be certified either directly by an iCarol Admin level user, or you can give permissions to a user to download and install a certification tool on the device themselves. iCarol’s Support Team can also authorize specific IP addresses, if you have a particular static IP address that should be allowed to access sensitive areas of the software.

iCarol Admin users can also restrict an individual volunteer or staff member’s movements throughout the solution on a very granular level using Advanced Security Settings found within each individual user Volunteer/Staff Profile. There are five high level security settings, plus numerous advanced security settings that enable or disable even more specific controls over what areas of iCarol a user can access, and what types of tasks they can complete. This way, you can restrict users’ movements in the system which is especially helpful when you aren’t able to supervise a worker in person or wish them to have more limited iCarol capabilities if they are working away from the office.

Connect Your Workforce with Your Mission and Each Other

One objection often heard about remote work, particularly from those who enjoy the socialization that comes with an office setting, is that it can make one feel lonely and isolated. It is very important that remote workers are given opportunities to connect with one another, their supervisor or manager, and the mission or “big picture” of the organization for which they work. Being separated from one’s coworkers physically doesn’t have to lead to separation anxiety for workers who crave or need human connectivity to perform their work.

When logging in to iCarol, all users see a home page that provides a snapshot at what’s going on at their agency. The News section can be used to share the latest information they might need to know, perhaps a new service provider was added to your resource database, or a local TV station is airing a story that will share your helpline number which could lead to a bump in volume. No matter the news, you can put it front and center and be sure your iCarol users are in the know.

Sharing important information with your workers is important, but so is getting your workers to interact with each other and feel like a team. In the Chatboard, volunteers and staff can add to discussions on topics and in forums set up by managers, giving everyone a chance to share ideas, input, and add to conversations. iCarol also provides an Internal Chat feature that allows logged in users to securely chat with one another. This helps iCarol users communicate with their peers or supervisors instantaneously, to ask for advice about a call, get help finding a resource record, or ask their supervisor to silent monitor a difficult chat they just answered.

It’s important to have connectivity not just between your own staff members, but among peers and colleagues across your industry, especially when your industry may be addressing a common challenge like in the case with COVID-19. The iCarol Community is a place where Admin level users of iCarol, typically leaders and managers at the organization, can post messages seen by their peers at similar services worldwide. Networking with these peers can be a great way to learn best practices from one another, share resources, policies, templates, or just receive support from others who are right where you are and can relate to the challenges you are addressing. This feature was recently expanded with a version now available to all iCarol users within the iCarol Help Center.

Provide Supervision and Coaching

Most employees want to be good at what they do, and serve their clients well. That can’t happen without supervision and feedback from one’s manager. You can still provide supervision and effectively coach your workers even if you are in separate places.

There are multiple ways this is accomplished in iCarol. One can be found in your Messaging (Live Chat and SMS/Texting) area of iCarol. All conversations can be silently monitored by managers with the correct permissions in iCarol. This means they can watch and read the conversation as it happens. If the worker appears to be stuck or is going in the wrong direction with the interaction, the supervisor could use Internal Chat to send them a note and get them back on the right track. People with permissions to silent monitor can also join or take over a Live Chat or SMS/Texting conversation entirely if the situation calls for it. Coaching can occur after other interactions, too. Contact Records have an area for authorized users to give both private or public feedback for the specialist to read and learn from. You can always supplement these iCarol tools with an occasional phone meeting as needed to provide supervision and coaching can also help employees feel guided and supported.

Sometimes supervision is a matter of quickly checking to see that your workers are doing their assigned task, or setting in place reminders for these employees. Admin users have access to comprehensive sign on logs so they can check that remote workers are signed into the system when they are supposed to be. You can also set up a number of notifications for your workers – reminding them when the shift calendar is open for signup, when they have a shift coming up, or when a follow-up task is assigned to them. Volunteers and Staff handling incoming Live Chats or SMS/Text messages from your community can be alerted when a new conversation comes through to the queue. This is especially helpful for remote workers who are multi-tasking and cannot be tethered to their workstation, for example if they are doing field work.

Ensure Quality

Ensuring the people who contact your organization receive excellent service and come away feeling helped is a top priority. There are plenty of ways to evaluate remote workers just as you might if they were in the office. Contact Records, logging any type of interaction, can be read to review the content of the documentation. Managers can also ensure the data collection elements are correctly marked, either by reading individual Contact Records, or running reports in iCarol’s Statistics section. The Statistics area also allows you to filter reports by worker, making it simpler to evaluate the documentation of a single volunteer or staff member.

The Random Sampling Surveys feature in iCarol reminds your workers to schedule satisfaction surveys and other follow-up interactions. The results of these surveys can be evaluated to find any gaps in service quality. It’s also easy to check the quality of data curation done by your Resource Manager. iCarol’s Resource Advanced Search and Bulk Editing Tool provides an in-app, table-style way of finding missing data, or information that is not correctly formatted to your style guide.

Quality assurance is a top priority for most managers, and there are many ways in iCarol to check quality and ensure your community is receiving a high level of service, even when that service delivery is happening away from the office.

Invite Community Interaction

The people in your community appreciate and need your services, but how they want to access them is evolving. More people are opting for self-service options when they are made available, such as exploring available services online, or filling out an intake form or screening rather than making a phone call. When your community has self-service options available to them, they get the benefit or your services while reducing direct staff time needed to serve them, and this can be especially helpful for remote work.

The iCarol Public Resource Directory enables use of an embedded resource database/service provider directory on your website where it can be searched or browsed by your web visitors. Since these resource records are pulled directly from iCarol, your community can rest easy knowing the information is thoroughly vetted and well-curated by your resource managers, and is much more reliable than the results they may get by conducting a generic web search. A Public Resource Directory is especially useful during emergencies or disaster response – when your community has the ability for self-service like this, it will decrease the volume of direct contacts on your staff which reduces wait times or abandoned calls, and lessens stress for your staff members.

Public Web Forms, another self-service option, allows community members to visit your website and complete a customized form that, once submitted, appears in iCarol as a completed Contact Record so you can run reports on the collected data, and disposition and follow-up according to your internal processes. It’s a versatile option that is especially useful in emergencies or disasters when your remote work plan may be activated. If your program needs to screen people for program fund disbursement eligibility, for example, you might expect an overwhelming number of calls about the subject. A Public Web Form would be a suitable replacement to speaking with a staff member. Using the form’s built-in screening tools you can assess and communicate eligibility, then forms submitted by eligible recipients are placed in iCarol for easy assignment and follow-up tasks for your staff.

Summary

If your organization is not already offering remote work options, now is the time to consider it. Having the option for your volunteers and staff to work remotely, either on a temporary basis due to continuity of operations planning during an emergency, or on a more permanent basis, offers many benefits to your workers and your organization. And as you can see from reading through this blog, when you use iCarol, you don’t have to sacrifice service quality, proper supervision, or strong communication and connectivity to build a professional workforce that works away from the office setting.

Given the current situation with COVID-19, we can rapidly deploy and offer low-cost, short term options to help with your community response. Contact us for more information and to get started.

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Caring for our customers and employees during the COVID-19 pandemic

image of coronavirus

We have been closely watching the developments around the novel Coronavirus/COVID-19 Pandemic. In these and other difficult times, our primary focus always turns to our customers and the people and communities they serve, as well as the health and well-being of our employees.

Many of our customers are playing a direct and active role in the response to COVID-19 by providing emotional support, reassurance, and reliable information and referral, and working directly with their state/provincial and local governments to collect data and rapidly disseminate new information of service to the public. We want to do all we can to support them in their efforts, and so we have taken the following steps:

  • Offer 30 days of free Contact Record or Resource Database sharing tools in iCarol, to help our customers with their collaborations, continuity of operations, or coordinated data collection and reporting.
  • Apply an ad hoc Taxonomy update to iCarol that includes new terms related to COVID-19.
  • Provide prompt response to all customer requests related to COVID-19, such as assistance with editing Contact Forms, adding new tools, or making system settings changes.
  • Monitor system performance and volume, and add additional resources within our Microsoft Azure infrastructure to scale and increase capacity as necessary.
  • Listen and engage with key industry organizations to be sure we are prepared for and responsive to our customers’ needs as the situation continues to evolve.

We understand that many of our customers are transitioning their volunteers and staff to a remote work model to maintain continuity of operations while reducing human presence within the contact center. For many, this model is unfamiliar and one sometimes met with apprehension. Being a web-based solution, iCarol provides many tools and features that can make this transition easier. The iCarol functionality needed to carry out their work can be accessed from anywhere with an internet connection, while managers can still exercise supervision and ultimate control over volunteer/staff permissions and system access. On our blog, we will share more detailed tips and guidance on how our customers can use iCarol remotely, which will help keep their people and communities safer.

Of course, the safety of members of the iCarol family, customers and employees alike, is at the forefront of our minds. iCarol has activated our own business continuity plan, which specifically calls out provisions in the case of a pandemic. Most of the iCarol team already works remotely, and nearly all of our interaction with customers is through email, live chat, online meetings, or phone calls, which limits the risk of exposing ourselves or our customers to the spread of the virus. Our small number of team members who usually work in an office setting have been working from home and will continue to do so until it is safe to return to the office. There has also been significant cross-training between the iCarol and CityView technology/development teams which expands the amount of human resources available to quickly respond to technology or infrastructure needs.

Our parent company, Harris Computer Systems, has provided excellent leadership throughout the COVID-19 public health emergency, and feels that we must all do our part as responsible citizens to enhance the safety of our employees and the communities in which we live and work. Any in-person internal meetings are being reconsidered and either postponed or converted to virtual events, and all business travel is being evaluated and cancelled or postponed as needed. Harris Computer encourages all its employees to follow the guidelines provided by the Centers for Disease Control (CDC), World Health Organization (WHO), and The Public Health Agency of Canada (PHAC).

Our customers always display an unwavering commitment to their communities, and they are courageously upholding these values even in the midst of these unprecedented events. We are inspired by their actions, and honored to serve them however we can. Should you have any questions on how iCarol can assist or support your organization in response to COVID-19, please contact us.

The following iCarol resources may be helpful to you as you research, plan, and act during an emergency:

ata Exporting, Sharing, and Integrations Options in iCarol

Data Exporting, Sharing, and Integrations Options in iCarol
View
iCarol eBook Do More Together A Guide to Collaborations

Do More Together: A Guide to Collaborations
Download
Using iCarol During a Disaster or Emergency

Using iCarol During a Disaster or Emergency
View
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Happy New Year from iCarol

happy new year 2020 iCarol year in review

As another year closes and a new one begins, we naturally reflect on the accomplishments, celebrations, and important moments of 2019 while anticipating all that lies ahead. Personally, I consider the past year to be one full of progress, both in the industries we serve and here at iCarol.

All year we engage with our customers at industry conferences, forums, and in other capacities so we can be intimately aware of the topics currently affecting them and others on the horizon. This helps us to respond in kind to meet these needs with new, innovative solutions from iCarol. This year was no exception – we have seen movement across all of the industries we serve that open opportunities for our customers that we are actively exploring ways to support using iCarol software.

In the world of Information and Referral, the topics of Social Determinants of Health, Closed-loop referral, and further encouragement to engage in partnerships and collaboration all show promise for many exciting opportunities for our customers. Those working to address sexual and intimate partner violence continue to advocate for education, awareness, prevention, improved response, and justice for all those who experienced a crime. We’re excited to see their advocacy result in new legislation across several states that extend statutes of limitations for crimes, signaling better recognition of the complexities and time involved for survivors to report, and improved allocation of resources towards testing material from forensic exams, improving the chances that survivors will receive justice. In December, the United States Federal Communications Commission unanimously voted to establish a three-digit number to reach the National Suicide Prevention Lifeline in the next 18 months. This is long sought after acknowledgement that mental health emergencies deserve the same attention and response as the types of emergencies reported to 9-1-1, something suicide prevention advocates have long been pressing for as a way to prevent suicide. Finally, concerns about consent for contact and data privacy continue to loom large across the world. Previous years have given us CASL in Canada and GDPR in the EU, both sweeping and comprehensive sets of regulations. Now we are beginning to see individual states and provinces taking on the task of writing their own legislation to protect consumers from having their data harvested and sold without their knowledge and consent, most notably in California’s Consumer Protection Act. We are doing all we can, and relying on our resources available through Harris Computer, to make sure that we are in full compliance with such laws, and that our customers are aware of how these laws may impact them directly.

These are just a few examples of developments impacting our customers in the year ahead. Of course we will look for any ways iCarol can support our customers through these changes, and help them carry out their life saving work. Look for more from us on our blog and webinars for updates on how we are addressing these topics.

The industries we serve aren’t the only ones experiencing progress – iCarol, too, went through positive changes in 2019. In December we moved to a new infrastructure on which the iCarol web application runs – Microsoft Azure. The migration to this new platform was the culmination of a year’s worth of planning and effort, and was not without its challenges and setbacks, but we are delighted to now be fully operational in the new environment and excited for all it means for our customers. Microsoft Azure will help us provide the most up-to-date, technologically advanced platform available. We can scale and ramp up performance as needed to meet increases in system use, whether it be due to an event, disaster, or the normal periodic demands on the system that occur for monthly exports and reporting. We are delighted not just by the way this move allows us to be more responsive to system demands, but knowing that Azure offers built-in security services that include unparalleled security intelligence. We are very excited to track data over time to show how this new infrastructure improves performance and stability, and supports the future growth in iCarol’s customer base.

I must acknowledge and express deep gratitude for the great support and patience we received from our customers during this transition and in the months prior. Our customers exercised immense trust and patience with us as we developed the plan to make this sweeping change to our infrastructure. Their user testing of the new environment, feedback, and communication with us greatly contributed to the success of this project. I cannot say enough wonderful things about our customers as essential partners with us on this journey.

There is much more to share about what was accomplished in the year behind us, and what’s on our agenda for the year ahead. Later this month we will host a “State of iCarol” webinar for our customers reviewing 2019 progress and our plans for 2020. You can also look to our blogs and email updates, and for customers, our Admin Dashboard, for more exciting information as it develops.

So, as this new year begins, I wish to thank everyone who makes it their life’s work to help others, most especially our customers, on behalf of the entire iCarol Team. Every day we see the positive impact you have on individuals and communities as a whole, and we could not be more honored to play a small part in the amazing work you do. The team at iCarol is excited to see what 2020 holds and hope for continued progress towards a safer, happier, and healthier society thanks to the work you do.

Sincerely,

Rachel Wentink
Vice President, Operations







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Stronger Together: iCarol Supports Collaborations and Integrations

In the industry we serve, collaboration is key. iCarol customers often need to join together with partners — another helpline, Community Based Organization (CBO), funder, or government office — to provide continuity of care to people in need, obtain funding, and enhance their relevance and marketability as a community partner and vital provider of services. At iCarol, we see it as part of our mission and stewardship of that data to help our customers harness it to do more.

What types of collaborations do our customers engage in?

  • Sharing Resource Databases or Contact Forms with other contact centers in their statewide or regional network
  • Making warm transfers to other service providers
  • Engaging in after-hours call handling agreements
  • Sharing service inventories/resource database records with local libraries, hospitals, and other interested entities
  • Dispatching Mobile Crisis Teams or other services to people in need
  • And much, much more!

We’ve helped so many customers with such a variety of collaboration project, we even wrote an eBook to share our knowledge and help organizations get their projects off the ground.

Explore the many options for collaboration and integration using iCarol

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iCarol Offers Premier Support Package

iCarol premier support package

Providing excellent customer service is a top priority for the iCarol team, and this year we enhanced the ways in which we serve our valued customers. Below are details about several new initiatives we have implemented this year.

Premier Support Package

iCarol offers a Premier Support Package. This includes all of the features of the Standard Support Package, as well as:

  • Case responses for Premier Support subscribers will be prioritized.
  • A member of the iCarol Support Team designated as the customer organization’s Technical Account Manager (TAM). This is an assigned member of the Support Team who will oversee all requests for ongoing training and support assistance.
    • This also includes at least one scheduled 60 minute team screen share/call per month between the TAM and the Designated Support Contacts to be scheduled by the TAM.
  • Additional iCarol team members may be brought in to best assist the client, but all interactions will be directed and managed by the TAM.

Contact us for more information

iCarol expanded support hoursExpanded Support Hours

We have added weekend availability to our normal support hours. In addition to our previous hours of 8am to 8pm Eastern Monday through Friday, members of our Support Team are also available Saturdays and Sundays from 12pm to 5pm Eastern.

These are the hours during which our team is available to investigate and respond to support cases through the case management system, email, and live chat (Now available to all customers! See below for details!). In addition to these support hours, our technical and infrastructure teams will continue to monitor for system uptime and performance 24/7, and our Support Team has a process in place to routinely check the case queue for urgent issues at points beyond normal support hours, as has been our policy in the past.

chat with iCarol SupportLive Chat with Support

Our Support Team is available through Live Chat during normal support hours for all of our customers as a part of our Standard Support Package that is included with an iCarol system subscription. Designated support contacts can initiate a Live Chat session with members of the support team during normal support hours by taking the following steps:

  • Log in to your iCarol system
  • Click ‘Help’ in the left hand menu
  • Click ‘Cases – contact the iCarol Support Team’ at the top of the screen
  • Click the ‘Live Help Online’ button in the middle of the screen, OR the ‘Chat Now’ button at the bottom of the screen

If you are a customer and have any questions about the services outlined above, or if you would like to upgrade to Premier Support, please open a case with the Support Team. If you are a not an iCarol customer yet, please contact us. We would love to hear from you!

Many thanks to our current customers who have provided kind and valuable feedback since we implemented these new support options. Your input greatly assists us as we continue to look for ways to improve support delivery to you.

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iCarol PRD 2.0 Enables Downloadable PDF of Resource Records

A Public Resource Directory (PRD) — the iCarol feature that empowers iCarol customers to allow their resource database to be accessed and searched on the web — is an invaluable tool, especially for 211s and other Information and Referral contact centers who need to provide their communities with modern ways to find help using self-service and other alternatives to making a phone call.

When a website visitor is browsing a PRD and collecting resources to pursue, they want easy ways to save the information so they can access it when they are offline, share it with a friend or family member who needs assistance, or simply keep a local copy of the resources they’re planning to pursue accessing services from. iCarol customers using the Public Resource Directory 2.0 version can allow public visitors to their iCarol Public Resource Directory to download a PDF of a resource record, providing another option to make the resource record information portable, accessible, and shareable.

iCarol customers using the PRD 2.0 can learn more by accessing the Help Articles knowledge base when signed in to their iCarol web application.

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