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iCarol Career Opportunity – Client Support Implementation Specialist (CSIS)

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Client Support Implementation Specialist (CSIS) – Remote

Are you a current or former user of iCarol Software with a belief in and passion for the missions of non-profit helplines and contact centers? Would you enjoy guiding new iCarol users through their onboarding process as they prepare to use iCarol at their not-for-profit helpline? Do you enjoy troubleshooting problems to find solutions, and guiding people to answers that will help them? If you answered “yes” to these questions, you could be the next member of the iCarol Support Team!

We are currently accepting applications for the position of Client Support and Implementation Specialist

The Client Support and Implementation Specialist 1 (CSIS1) is responsible for implementing new name and back to base sales, answering complex questions, contributing to a knowledge base, and advocating for the needs of the client. The CSIS is accountable for ensuring continuity of computer system services by providing the technical expertise, the assistance and project coordination necessary to maintain computer software products, and resolve technical problems.

What your impact will be:

  • Configure new systems and features and train clients how to use iCarol to best meet their organizations’ needs
  • Monitors and answers incoming support chats and tickets, working directly with customers to help solve problems
  • Resolves issues or escalates issues to CSIS2 when more expertise is needed
  • Assists with release management by testing bug fixes and software enhancements, and other upgrade rollout tasks as required
  • Stay abreast on the latest developments in software through self-learning/training
  • Uses discretion to effect timely solution of problems to ensure customer satisfaction, eliminate downtime and prevent cost overruns
  • Maintains client relationships
  • Aids in creating and providing support documentation
  • Identifies solutions for customers related to potential up sales, escalating to the Sales Team when needed
  • Exercises sound professional judgment in analysis of problems to: (1) attempt hardware/software solution by screenshare, or (2) decide proper level of maintenance required to solve problem
  • Other duties as assigned

What we are looking for:

  • Honesty, patience, and motivation are core values of the iCarol team
  • A passionate belief in the mission of help lines and respect for their callers
  • A high degree of responsiveness to client requests and issues
  • Strong proficiency and comfort using computers and the web
  • General to intermediate knowledge of computers, internet browsers (Internet Explorer, Google Chrome, Mozilla Firefox, etc.) and Microsoft Office products (Word, Excel, PowerPoint)
  • Project management skills will be a plus
  • Due to the nature of the work our clients do (ie. you will have access to client ePHI), our policies require you to sign a confidentiality agreement and pass a basic criminal background check in addition to annual HIPAA security training.

What will make you standout?

  • At least 2 years of experience working at a help line, preferably both on the phones and in an administrative role
  • At least 2 years of experience as an iCarol Admin
  • Bachelor’s degree preferred

Learn More and Apply

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iCarol Career Opportunity – Inside Sales Professional

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Inside Sales Professional – Remote

Do you have understanding or experience working with not-for-profits?

Are you a self-starter, charismatic, and highly motivated with some prior success in hunting for, identifying, qualifying, and closing high quality business opportunities?

We’re seeking an Inside Sales Professional to join our Business Development team! As an Inside Sales Professional you will be responsible for closing leads, as well as hunting for new opportunities.

What your impact will be:

  • Identify the needs of the customer, demonstrate the benefits of the software, and present the iCarol solution to not-for-profit organizations, growing the customer base with new clients, as well as enhancing relationships with existing customers
  • Hunting and qualifying new business opportunities
  • Qualifying and closing high quality business opportunities
  • Finding the best solution to fit the needs of our customers

What we are looking for:

  • Experience working in a not-for-profit setting or demonstrated understanding of not-for-profit structure and needs
  • Technical aptitude
  • Proven sales experience
  • High character, be trustworthy, authentic, and do what you say you will do
  • A desire to learn with the ability to be trained, take responsibility for your actions, and can be coached to improve
  • Ability to work well autonomously, and be authentic in their abilities and demeanor
  • An inquisitive, self-starter, highly motivated for success

What would make you stand out:

  • Experience working with the iCarol solution
  • Previous direct sales experience, an understanding or experience working with not-for-profits
  • Experience selling SaaS
  • Experience in information technology or software sales

What we offer:

  • 3 weeks’ vacation and 5 personal days
  • Comprehensive Medical, Dental and Vision coverage from your first day of employment
  • Employee stock ownership and 401K matching programs
  • Lifestyle rewards
  • Flexible work options

Learn More and Apply

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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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iCarol virtually exhibiting at National Association of Area Agencies on Aging (n4a) Conference

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iCarol is very proud and excited to be an exhibitor at the National Association of Area Agencies on Aging (n4a) virtual conference and tradeshow July 19-22.

This will be iCarol’s third year in attendance at n4a, and second year exhibiting virtually. We are excited to once again celebrate the work of Area Agencies on Aging and Aging and Disability Resource Centers (ADRCs) and continue to be amazed at how these organizations have responded and provided continuity of services amidst the Coronavirus pandemic. Older adults and those with health conditions are particularly vulnerable to the effects of COVID-19, but maintaining social connections and other services under social distance has been critical to these individuals. These organizations have stepped up in amazing ways to provide consistency and reassurance.

At our virtual n4a booth we’ll have information to share about how iCarol empowers ADRCs, AAAs, and Senior Information Lines, and other services for older adults, individuals with disabilities, and their caregivers to:

  • Provide social connection and ease loneliness through Telephone Reassurance Programs
  • Collaborate with Community-Based Organizations to address Social Determinants of Health
  • Participate in Health/Community Information Exchanges and No Wrong Door initiatives
  • Provide comprehensive I&R, Closed-Loop referral and collect outcome data
  • Document information included on reimbursement requests
  • Meet people on preferred communication channels
  • Integrate with other software and systems

If you’re attending the conference, be sure to visit the iCarol virtual booth to learn more, download the resources we have available, and contact us with your questions!

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SAMHSA awards $62.4 million in grants to combat child trauma

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The Substance Abuse and Mental Health Services Administration (SAMHSA) is distributing $62.4 million in grant funding to provide and increase access to effective treatment and services systems in communities throughout the nation for children, adolescents, and their families who experience traumatic events. The White House is bolstering these awards with $800,000 in American Rescue Plan (ARP) support.

In 2000, Congress established the National Child Traumatic Stress Initiative (NCTSI) as part of the Children’s Health Act. Through this initiative, a collaborative network of experts was created to further the development and dissemination of evidence-based clinical interventions for systems that serve children, adolescents, and families.

SAMHSA’s NCTSI raises awareness about the impact of . . . Learn More.

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Career Opportunity at iCarol: Solutions Expert

Do you have sales experiences, experience working in or with a not-for-profit, or Admin Experience with iCarol Software? If you said yes to two or more of these, you could be the person we need!

iCarol is currently seeking candidates to fill the position of Solutions Expert, which is a sales representative role. Below is our full job listing. Interested parties can apply using the link at the bottom of this listing!

Solutions Expert/Sales Representative

The Solutions Expert is a sales representative that is part of the Business Development Team and reports to the Director of Business Development. As a Solutions Expert, you will join the Sales Team with a primary focus on new prospects to increase new sales and help with the overall growth of the company, and additional sales to current clients to ensure stability for the future of the company.

As a Solutions Expert you will work remotely within Canada or the United States. Depending on location, an office may be available at one of our many offices, if the successful candidate prefers to work within an office setting.

What we are looking for:

  • Experience as a sales representative
  • Some technical aptitude
  • High character, be trustworthy, authentic, and do what you say you will do
  • A desire to learn with the ability to be trained, take responsibility for your actions, and are able to be coached to improve
  • Ability to work well autonomously, and be authentic in their abilities and demeanor
  • Self-starter and highly motivated for success

What would make you stand out:

  • Experience in information technology or software sales
  • Experience working in a not-for-profit setting or demonstrated understanding of not-for-profit structure and needs
  • Experience working with the iCarol solution, preferably as an iCarol Administrator

What we can offer:

  • 3 weeks’ vacation and 5 personal days
  • Comprehensive Medical, Dental and Vision coverage from your first day of employment
  • Employee stock ownership and 401K matching programs
  • Lifestyle rewards
  • Flexible work options

About us:
CharityLogic, a division of Harris Computer, is the makers of iCarol software. iCarol is the first and only commercially available, subscription based, helpline software management system that automates all the processes associated with managing contacts and providing iCarol Messaging (live chat and texting/SMS). While iCarol was originally built specifically for non-profit helplines, our solution serves not-for-profit agencies and government organizations of many different scopes and types who serve people in need not just over the phone, but in-person, on the web, and through live chat or texting conversations.

Apply Now

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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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iCarol Exhibiting at the National Council on Aging Age+Action Conference

iCarol is excited to exhibit at the National Council on Aging’s (NCOA) Age+Action virtual conference and tradeshow June 7-10.

Since 1950 NCOA has been a vocal advocate for older adults in the United States. Among their accomplishments is ending mandatory retirement, advocating to secure Medicare, Medicaid, and the Older Americans Act, and supporting local organizations as they serve older adults in their communities each day. NCOA provides trusted, unbiased information that enables older adults and their caregivers to take small steps that make big impact on their health and financial security.

We at iCarol share NCOA’s vision of a just and caring society in which each person lives with dignity, purpose, and security as they age. We believe in their mission of improving the lives of millions of older adults, especially those who are members of under-served and vulnerable populations. We believe in NCOA’s goal to impact the health and economic security of 40 million older adults by 2030, especially women, people of color, LGBTQ+, low-income, and rural individuals. Like NCOA, iCarol believes that aging well for all is a matter of equity, dignity, and justice.

At the conference, we look forward to connecting with professionals who serve older adults and their caregivers and providing them with information on how iCarol can help them achieve their missions. Our virtual booth will have information about how iCarol empowers ADRCs, AAAs, and Senior Information Lines, and other services for older adults, individuals with disabilities, and their caregivers to:

  • Provide social connection and ease loneliness through Telephone Reassurance Programs
  • Meet people on preferred communication channels
  • Collaborate with Community-Based Organizations to address Social Determinants of Health
  • Participate in Health/Community Information Exchanges and No Wrong Door initiatives
  • Provide comprehensive I&R, Closed-Loop referral and collect outcome data
  • Document information included on reimbursement requests
  • Integrate with other software and systems

If you’re attending the Age + Action conference, be sure to visit the iCarol virtual booth to learn more, download the resources we have available, and contact us with your questions!

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iCarol attends the American Association of Suicidology Conference

This Wednesday through Friday, members of our team will attend sessions at the American Association of Suicidology Conference, and we will also host a booth in the virtual exhibit hall.

The conference is a convergence of professionals working across the spectrum of the suicide prevention industry, from those operating crisis centers and other direct care services, to professionals working in academic settings conducting suicide prevention research, and advocates focused on prevention, education and awareness.

So we can continue to stay ahead of the topics that most impact iCarol’s customers, on Wednesday Dana will attend the Crisis Continuum pre-conference program, which concludes with a session on network updates and future directions for the National Suicide Prevention Lifeline Network.

Having supported crisis centers since the earliest days of the Lifeline network, and serving a large portion of the network that are iCarol customers, we have witnessed the Lifeline’s growth year after year, both in the number of participating centers and the volume of contacts the Lifeline receives through calls, chats, and other forms of communication. At this year’s update we’re anticipating the latest news from the 988 transition plan and how that will affect members of the Lifeline network. We’re also closely following the continuing conversations on how communities are changing their practices around responding to mental health emergencies and similar crises, with a shift towards crisis intervention teams and other professionals leading the response as opposed to law enforcement.

These discussions directly inform iCarol’s strategy and product development in the coming months and years, which ensures we will continue to meet the needs of suicide prevention and crisis centers everywhere, providing the tools they need to do their life-saving work.

If you plan to be at the AAS Conference, please stop by our virtual booth to download our new guides and materials, including a brand new ebook on choosing software for crisis intervention and suicide prevention services. We’ll also be available for virtual meetings at your convenience to answer your questions, or have conversations about your challenges or projects and explore how iCarol can be of assistance.

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January is Stalking Awareness Month

CW: This blog post discusses stalking, sexual assault, and intimate partner violence.

January is National Stalking Awareness Month (NSAM), and though millions of men and women are stalked every year in the United States, the crime of stalking is often misunderstood, minimized and/or ignored.


What is “stalking?”

Stalking is a pattern of behavior directed at a specific person that causes fear. Many stalking victims experience being followed, approached and/or threatened — including through technology. Stalking is a terrifying and psychologically harmful crime in its own right as well as a predictor of serious violence.

Facts about stalking*

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  • In 85% of cases where an intimate partner attempted to murder their partner, there was stalking in the year prior to the attack.

  • Of the millions of men and women stalked every year in the United States, over half report being stalked before the age of 25 and over 15% report it first happened before the age of 18.

  • Stalking often predicts and/or co-occurs with sexual and intimate partner violence. Stalkers may threaten sexual assault, convince someone else to commit assault and/or actually assault their victims.

  • Nearly 1 in 3 women who were stalked by an intimate partner were also sexually assaulted by that partner.

  • Stalking tactics might include: approaching a person or showing up in places when the person didn’t want them to be there; making unwanted telephone calls; leaving unwanted messages (text or voice); watching or following someone from a distance, or spying on someone with a listening device, camera, or GPS.

What is the impact on stalking victims?*

packed bag
  • 46% of stalking victims fear not knowing what will happen next.

  • 29% of stalking victims fear the stalking will never stop.

  • 1 in 8 employed stalking victims lose time from work as a result of their victimization and more than half lose 5 days of work or more.

  • 1 in 7 stalking victims move as a result of their victimization.

  • Stalking victims suffer much higher rates of depression, anxiety, insomnia, and social dysfunction than people in the general population.

How you can help

Helpline staff and volunteers can do a number of things to help people who reach you and talk about being stalked:

  • Provide validation and empathy.

  • Don’t minimize behaviors that are causing the person concern (e.g. “I wouldn’t worry.” “That doesn’t sound harmful.” “They’re only text messages.”)

  • Encourage the person to keep keep detailed documentation on stalking incidents and behavior. More information and a template can be found here.

  • Use Stalking Harassment and Risk Profile (SHARP) Risk Assessments at your organization. More information and a template can be found here.

  • Empower and help the person develop a safety plan that is flexible, comprehensive, and contextual. More information can be found in this guide for advocates.

  • If your organization does not provide direct services to assist with the issue, provide helpful resources such as a local domestic/intimate partner violence helpline, sexual assault helpline, legal resources, law enforcement, etc.

We all have a role to play in identifying stalking and supporting victims and survivors. We encourage you to learn more from the Stalking Prevention, Awareness, and Resource Center at www.stalkingawareness.org.

*Source: Stalking Prevention, Awareness, and Resource Center (SPARC)

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