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Happy New Year from iCarol

It’s hard to believe that soon we’ll be closing out yet another year. The passage of time has felt especially fast lately. The year prior, everything was exceptionally strange and most agree 2020 far overstayed its welcome. By comparison, the months each felt only a few days long throughout 2021.

For our customers, 2021 was another year where you were asked to do more for your communities than ever before, stretching your resources as much as possible to meet emergent and rapidly evolving needs. Many of our customer organizations continued to play a critical roll in COVID-19 response, for example contracting with local health authorities to take calls for COVID-19 hotlines and in many cases assisting with vaccine rollout efforts. As a result, you have improved the health of your communities and helped save lives. We couldn’t be more proud or honored to be associated with the amazing work you do.

The global pandemic advanced the need for communities to solve problems by coordinating efforts between agencies to reduce duplication of work and ease participation for consumers of services, all while collecting and sharing important data to prove impact that drives creation of new services and the funding to make it happen. As a result, we’ve received more requests than ever before from customers who need to participate in health information exchanges, securely pass intake information to a partner, and close the loop on outcomes and results of the services received. We’re delighted that our customers are making use of iCarol’s flexibility to help you leverage your data and say “yes” to these projects, and it has motivated us to continue to stay ahead of the innovation happening in these areas. Meeting your needs with technology, and giving you options in how you can engage with others to help your communities, will always be something that drives us here at iCarol.

Looking ahead, we know that the impacts of COVID will be with us for a long time to come, and so we’re prepared to continue brainstorming solutions with you as needs evolve. We expect the mental health and economic impacts to reverberate for years to come, which means your core services providing listening and empathy, connection to helpful services, and crisis intervention will be more important than ever. It’s appropriate timing that the U.S. will launch three digit dialing for suicide prevention and mental/behavioral health crises in the form of 9-8-8, coming in July of 2022. We’ve spoken to many organizations who will be participating 988 centers asking us how iCarol can assist. We’re committed to helping this new network meet its goals of creating better, more comprehensive mental and behavioral health systems and look forward to those continuing conversations, your ideas, and finally seeing 9-8-8 become a reality in July.

In envisioning new and better ways for the systems of care to work, we understand that your work is growing less transactional and more about seeing someone through a situation long term, building a relationship and being a part of their network of support. To that end, you may recall we asked you some questions a few months back about your case management needs and how well they are being served by us. We’re excited to say that thanks to your feedback, we’ve discovered several areas where we can improve and add tools to iCarol that will help you do this work better. To learn a bit more about this, I hope you’ll join our upcoming annual “State of iCarol” webinar in January where we’ll share some of what we have in mind for these sorts of developments in 2022. Stay tuned to the blog, and watch your iCarol Dashboard and email inbox for an invite. If you don’t already get our emails, I hope you’ll sign up here so we can stay in touch with you.

I hope that each of you, and your entire teams, can take time to be with the people and do the things that are most meaningful and rejuvenating for you. We see you, your dedication to your work of helping others and improving the world around you, and the clear positive impact you have. We look forward to another year serving you and wish you a happy holiday season and a bright New Year.

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December Support Training: Referral Q Capacity Tracking and Provider Portal

The iCarol Support Team holds monthly trainings on topics that our customers want more information about. These trainings are offered on the third Wednesday of every month at 2pm Eastern.

Our topic for the December webinar is ReferralQ & Capacity Tracking and Provider Portal features.

ReferralQ and Capacity Tracking enables you to document and track referrals to a particular service that you work closely with, including information such as the service’s capacity to accept referrals. The Provider Portal is a separate product that complements ReferralQ by inviting your partners secure, direct access to view and update authorized ReferralQ information. With the Provider Portal your 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.

We’re excited to share more information about these products with our customers on our next monthly training webinar!

Date: Wednesday, December 15
Time: 2pm Eastern

During this webinar, participants will learn:

  • What is the ReferralQ & Capacity Tracking feature?
  • What is the Provider Portal feature?
  • How can these features be used together?
  • What are some use cases for the features?

We welcome and encourage our customers to attend! You can find the registration link on the Admin Dashboard or in our Help Center announcements.

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This is a game changer – iCarol’s Resource Database API is now fully bi-directional

iCarol bidirectional resource api

Did you know that iCarol’s Resource Database API is now fully bi-directional?

What does this mean? iCarol Resource database records can now be created and/or updated using the API.

iCarol was a pioneer among the I&R and Contact Center Software vendors with our Resource Database API, which was first released in 2013.

We’ve done it again with these new enhancements that can now be done outside of iCarol, directly into to your iCarol Resource database using the Resource Database API:

  • Update, create, or delete resource records from external software systems
      Save time, increase efficiency, get new records from your partners quicker than ever—when time is of the essence

  • Decide to have new records and updates happen automatically, or as part of an automated verification process
      Maintain necessary control of how you want the partnerships to work, while having flexibility to change quickly as needed

  • And we’ve continued with the ability we’ve always had where you can provide different partners different key access with different permissions

Here are just some possibilities that have been discussed with this new enhancement:

  • Open the door to partnership ideas and revenue streams that were not possible before

  • Feed data to warehouses and/or reporting tools and accept changes to the records in iCarol from those external sources

  • Partner with other referral partners who may be on other information and referral software, in more ways than ever before

  • Allow more options to health and human service partners who need direct access your resource database and need to let you know of new additions and changes themselves

  • Make yourself more marketable to healthcare providers/for healthcare partnerships who may be interested in access to your resource database, and may want easier options to let you know of changes to resources

  • Collaboration, coalition and Community Information Exchange (CIE) efforts can be even more streamlined

An overview of capabilities that have been available for some time with the iCarol Resource API:

iCarol Resource API search details and public comments


And here’s what’s NEW:

iCarol API update method workflow

Now is the perfect time to explore what iCarol’s Bi-direction Resource API can do for your organization and your partners.

Are you a current iCarol user? As we’ve previously shared, our November Support Training is about the API! Join our webinar Wednesday, November 17th at 2:00pm Eastern. Register by signing in to iCarol and opening the iCarol Help Center where the webinar description and registration link is posted as an Announcement.

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Utah CALL-UP Uses iCarol Public Web Forms to Connect Physicians with Psychiatric Consultation

Even with increased awareness and understanding about mental health and mental illness, mental health care, particularly psychiatric care, can still be difficult to access. This often leaves Primary Care Physicians (PCPs), nurses, and other healthcare workers on the frontlines of mental health care in the United States.

However, in Utah PCPs can access specialized psychiatric consultations through the Consultation Access Link Line to Utah Psychiatry (CALL-UP) Program. This legislative funded program is designed to address the limited number of psychiatric services in Utah and improve access to them, and serves patients at no cost to providers or patients in the state of Utah.

iCarol is proud to play a role in the service delivery of CALL-UP, through CALL-UP’s use of iCarol for psychiatrist on-call shift sign up, CALL-UP program documentation to maintain state funding, and through iCarol’s Public Web Forms.

Here’s how iCarol fits into the service delivery workflow of the CALL-UP program in Utah:

  1. The on-call service for psychiatry consultation is available Monday through Friday from 12:00pm to 4:30 pm. Participating psychiatrists are invited by the CALL-UP program administrators to sign into the iCarol system to sign up for shifts where they will be on-call for consultations.
  2. Primary Care Physicians (PCPs) are instructed to contact the CALL-UP program to request a consultation. If the PCP calls in, CALL-UP staff collect basic demographic, needs, and other important data from the PCP in order to comply with state funding requirements, which is input by the phone specialist into iCarol, using an iCarol Contact Form. Then, they can forward the call to the on-call psychiatrist for the consultation to occur.
  3. PCPs can also request a consultation online, using an iCarol Public Web Form. The form has a built-in screening element that first ensures the requestor is a physician, as this is a requirement for program access. If they are not a physician, a prompt instructs them to please contact their doctor.
  4. If the requestor is a PCP then they continue to use the form to provide the information needed to obtain a consultation, including the demographic and other information required to maintain state funding.
  5. Once the Public Web Form is received by CALL-UP staff, they have the information they need to contact the PCP requesting consultation, and connect them with the on-call psychiatrist. Because the iCarol Web Form is simply a publicly available iCarol Contact Form, they already have the data they need, automatically submitted to iCarol with the form, to meet their reporting requirements.

For more information about Utah’s CALL-UP Program, visit https://uofuhealth.org/call-up.

Want to learn more about Public Web Forms and talk through how they might be used for your program or partnership?

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Using iCarol Public Web Forms to Dispatch Mobile Crisis Teams

Data shows that when specialists respond to mental health crises, everyone is safer and outcomes are better. That’s why communities everywhere are investing in crisis intervention teams as an alternative to 9-1-1 and law enforcement in response to crisis, suicide ideation, homelessness, substance abuse, and more.

One way iCarol organizations are improving their workflows around Mobile Crisis Dispatch is by using Public Web Forms.

Our Public Web Forms are essentially a public-facing version of the same forms our customers use internally in the iCarol web application to log their contacts with clients, collect data, and provide resource and referral information. When placed on a website, these forms can be used for purposes such as intake and eligibility screening or service requests. Once a form is submitted by the web visitor, it arrives in the iCarol system as a completed Contact Form where it can be dispositioned as appropriate by contact center staff, and work with other elements of iCarol to take their purpose even further.

One example of how our customers use Public Web Forms is for Mobile Crisis Team dispatch. In a traditional workflow, someone in need of Mobile Crisis might call the contact center, and a specialist will process their request and complete an intake form over the phone, print it, and fax it to a team who will respond in person. In some centers using disparate systems for different departments, they may even encounter processes where paper or electronic forms are passed between departments requiring specialist to do manual data entry for their data collection.

A Crisis Team Dispatch workflow using a Public Web Form may look something like this:

  1. A crisis services provider has a web page outlining their Mobile Crisis offerings, and places the link to a request form on the web page.
  2. The person requesting response fills out the form, configured by the provider, requesting services and providing information about the situation.
  3. If certain criteria must be met in order to request services via form, a pre-screening element can be built in which directs the person to call instead and speak to a specialist live, if they don’t meet the eligibility requirements to submit a form online.
  4. Submitted forms arrive in the iCarol system and certain staff are notified of submission by email.
  5. The specialist opens the form, contacts the requestor if necessary to fill in additional information, and explain to the requestor what will happen next.
  6. The form is shared with the team providing the direct Mobile Crisis response. In iCarol, forms can sent in many ways: password protected and emailed within the system, sent to a secure Provider Portal for responders to access, transmitted electronically to another software system, are just a few examples.
  7. The crisis team receives the necessary information, and responds.
  8. The crisis team can then disposition the visit according to their protocols, and can add additional data to the form electronically to close the loop and provide the contact center with outcome data and more.

This is just one way Public Web Forms are being used, and we look forward to bringing you more of these stories in the coming days.

Want to learn more about Public Web Forms and talk through how they might be used for your program or partnership?

Email Us   Schedule a Meeting

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June Support Training: Telephony Integration

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.

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Happy New Year from iCarol

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.

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iCarol End-of-Year Housekeeping Tasks

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 call report form filter

    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.

    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, open the iCarol Help Center and read this related help article.

    Disable volunteer access

    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 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.

    Extract data

    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.

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

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

When: Tuesday, December 8
Time: 2pm EST

After joining the webinar, attendees will:

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

Travis AtkinsonOur Presenter:

Travis Atkinson, MA-LPC
TBD Solutions

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

Register Now

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iCarol virtually exhibiting at first ever AIRS E-conference

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.

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