Today we’re excited to bring you the first in a series of stories on how iCarol customers are using our ReferralQ and Provider Portal products to help people in their communities!
Our first story is about the Epilepsy Foundation<. With a network of partners throughout the United States, the Epilepsy Foundation is leading the fight to overcome the challenges of living with epilepsy. Among its many programs is a 24/7 Helpline of AIRS Certified Resource Specialists.
With support from their partners at SK Life Science, the Epilepsy Foundation is using iCarol to help people living with the epilepsies address a big challenge — access to transportation.
Read Their Story
Did you know that iCarol can work with many telephony systems to “pop” iCarol Contact Forms onto your volunteer/staff screens when a call rings through to their workstation? These Contact Forms can even be configured to pre-populate fields based on data from the telephony system, such as whether the call may be coming from a recognized caller with a profile, or if the caller pressed certain options into your telephony’s interactive voice response (IVR) or “Phone tree” menu while they waited to get through to a specialist.
If you want to learn more, we hope you’ll join our June Support Training where we’ll share more about iCarol Telephony Integration. We will cover:
- A live demo of iCarol Telephony Integration in action!
- What is iCarol Telephony Integration?
- What additional software is needed to subscribe to iCarol Telephony Integration?
- What are some use cases for iCarol Telephony Integration?
While we typically hold our Monthly Support Trainings on the third Wednesdays each month, iCarol’s Monthly Support Training in June will take place on the last Wednesday of the month, June 30th at 2pm Eastern.
We welcome and encourage our customers to attend! You can find the registration link on the Admin Dashboard or in our Help Center announcements.
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.
The end of the year is fast approaching, and it’s been unlike any year before. We know how busy you are every day of the year, especially this year, but it’s time to take a moment and think about setting yourself up for success for the year ahead with some iCarol housekeeping. 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 a new year.
Review Draft Contact Forms
It’s a good idea to designate a user with appropriate permissions to review all Contact Forms still in DRAFT status and ensure they’re either submitted or deleted by the end of the year. This is important because any Contact Forms in draft mode aren’t included in Statistics or Data Exports reports, so you could be missing important 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 Contact Records, open our Help Center and read this related help article.
Set Obsolete Contact Record Custom Fields To “Inactive” Status
The information you need to collect on your Contact 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. Or, as we’ve seen a lot this year, you need to collect new data in response to a new contract, or community response to an event or disaster. It helps to keep your forms tidy, and reduces time spent by your volunteers, if any 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, open our Help Center and read this related help article.
Disable Inactive Custom Fields in Contact Forms from Appearing in Statistics Call Content Filters
If you’ve made changes to your Contact 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, too. 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, open our Help Center and read this related help article.
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, open the iCarol Help Center and read this related help article.
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 power loss or periodic disconnect of you 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.
Backup Contact Records
It’s also a good idea to create an offline version of your Contact Records for your users to access in case your organization ever experiences problems with power loss or loss of internet connection. Depending on the complexity of your forms, you may wish to simply save a printable version of your Contact Forms for your users to print out and use to document interactions during the power loss, or for more complex Contact Forms you may wish to transpose your Contact Forms into an editable document so your users can fill out the form on the computer in instances of internet outage. 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.
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.
Travis Atkinson, MA-LPC
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.
iCarol is very proud and excited to be an exhibitor at the first ever virtual Alliance of Information and Referral Systems (AIRS) E-Conference being held September 16-18.
The AIRS Conference is one of our favorite events of the year, so we’re very excited to take part in their virtual event beginning today. While things are a bit different this year, we are thrilled to see how resilient and adaptive the I&R community has been in response to the global COVID-19 pandemic. Amidst handling a record number of requests for their services the organizations and professionals in this space have found ways to innovate and reach even more people, often while working remotely.
For agencies serving older adults and those with disabilities, another industry highly active at this conference, they serve a population that is particularly vulnerable to COVID-19, who still require social connections and other services while maintaining social distance. Aging organizations have stepped up in amazing ways to provide consistency and reassurance.
Of course, it’s really no surprise to us that these industries have been so responsive to unprecedented challenges – 2-1-1s and I&R professionals are famous for their ability to find creative solutions to almost any challenge!
At our booth this week we have lots of information to share about our *NEW* iCarol features that empower 2-1-1s and other I&R services to:
- Rapidly respond during disasters and other emergencies
- Document data needed to submit reimbursement requests
- Meet people on preferred communication channels
- Collaborate with Community-Based Organizations to address Social Determinants of Health
- Participate in CIE and No Wrong Door initiatives
- Integrate with other software and systems
- Provide Closed-Loop referral and collect outcome data
In the weeks, months, and even years ahead, communities will continue to face hardships around finances, housing, employment, food insecurity, and access to healthcare as a result of this pandemic. We hope during these busy few days of virtually learning at AIRS attendees will find time to stop by our 2-1-1 services booth or Older Adult and Disability services booth and learn about all the latest solutions iCarol has to offer to help 2-1-1s, Aging and Disability services, and other Information and Referral centers meet the challenges of today and tomorrow.
We’re very excited to announce that iCarol is adding some brand new, big features to our software on August 19!
ReferralQ and Capacity Tracking enables you to document and track your partner Community-Based Organization’s (CBO) capacity to accept referrals, and update a help-seeker’s status as they work with your partner so you can obtain valuable outcome information. You’ll be able to:
Assign a help seeker to one or more wait lists/referral queues for services to meet their needs
Update a person’s wait list or queue status
Track how long someone has been waiting for services
Prioritize which help-seekers need attention first, determined by your own internal business practices
And much more!
Learn More about ReferralQ
If you subscribe to ReferralQ, you’ll have the option to add on a Provider Portal. TThe Provider Portal complements ReferralQ by inviting your CBO partners secure, direct access to view and update authorized ReferralQ information. With the Provider Portal your CBO partners can input their program’s capacity to take referrals, obtain Contact Record or Intake information about the help-seekers referred to them, and update the status of a referred help-seeker as they work with the CBO. They can:
Obtain and review the referrals you made to them from wait lists
Input live updates on their program’s capacity
Update the statuses of referred help seekers
Learn More about Provider Portals
The wire frame below illustrates an example workflow for organizations that may wish to use ReferralQ and the Provider Portal.
These features are coming to iCarol in Q4 of 2020, but now is a great time to ask your questions and talk to us about using these features at your organization!
Schedule A Meeting Email Us
The latest release to the iCarol web application includes a number of useful enhancements to Contact Forms!
One of the text-entry field types available on iCarol Contact Forms, used to document information about client interactions, is the Date field.
As part of the Contact Form editing tools, iCarol Admins and others with Contact Form Version editing permissions can now opt to have a calculated duration appear on the Contact Record, measured in their choice of Days, Weeks, Months, or Years, alongside the date that was entered.
While the most common use of the Date field is to record a person’s date of birth, there are a number of uses for this field, for example one could use it to note the date of a particular event related to the interaction or person’s need. Therefore, the calculated duration could refer to anything that may be of use to an organization—A person’s age in years, months spent without stable housing, weeks since a job loss, or days since someone was victimized in a crime, etc.
Calculated Duration allows Contact Specialists to quickly note the length of time passing since the entered date, which could influence the way they respond to the situation and provide helpful information that can be useful when providing support, referrals, safety planning, and more.
Area Median Income
iCarol Admins and others with Contact Form Version editing permissions can now edit their Contact Forms to include a table noting household sizes, and the corresponding local Area Median Income (AMI) amount for each household size. Once the local AMI table information is entered, related text entry fields can be added to the Contact Form. When documenting a client interaction, the specialist can enter the individual’s household size and annual income, which will result in a AMI% being calculated and shown on the form. This information is useful when determining an individual or family’s eligibility to participate in certain programs or receive assistance.
Contact Form History of Changes
Each time a change is made to a Contact Record, iCarol will automatically record who made the change, when this change was made, and information about what the change entailed. The History of Changes will be visible on the finished Contact Record, providing an audit trail for those who want to closely track these changes.
iCarol Customers can obtain setup and other instructions and information on these enhancements within the iCarol Help Center.
If you are not yet using iCarol but would like to learn more about these and other enhancements, please contact us.
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 July 15, 2020 at 2pm EDT is Advanced Reporting: Statistics – Analysis Area.
The goal of this training is to help iCarol users:
- Understand what data is included in each Chart Type in Analysis area
- Learn how to use the Filters and Tools available in the Analysis area, including:
- Call (Contact) Content Filters
- Standard Filters
- Total Distinct Calls
- Click here to see Contact Records that match these filters
- Saved Chart Type
- Drilling into charts
- Exporting chart data to csv files
- Consider different use cases for the various Chart Types, Filters, and Tools available
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.
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.