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:
And here’s what’s NEW:
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.
Director of Business Development and Marketing – Remote
We are currently accepting applications for the position of Director of Business Development and Marketing.
The team member in this position is responsible for the day-to-day management of the Sales department, including Marketing and Communications. This position manages all employees of the department and is responsible for the performance management, hiring and training of the employees within that department.
What your impact will be:
Gather and analyze market data and industry trends.
Develop relevant annual sales strategies that are congruent with market analyses of a competitive sector
Build and execute against aggressive growth plans
Build strong prospect/customer relationships
Generate leads through all necessary channels
Build a strong pipeline of qualified prospects
Attend sales presentations
Achieve sales goals and enable team to achieve targets through efficient management and constant support
Prepare reports detailing the status of all accounts
Prepare and maintain the monthly sales bookings forecast
Work to create a marketing brand
Oversee conference attendance and participation to help drive new business and grow the market awareness of the company.
Manage/realign territories as needed
Understand and monitor the win/loss rates to be able to determine ROI for each activity. Understand the sales cycle within each vertical and design sales strategies that drive organic growth.
Handle the financial resources (revenue and spending allocated to the department, cost control, etc.) and provide forecast updates and reporting as required.
Make sure customers are satisfied during and after service delivery and process complaints, if any
Be an ambassador for the use of iCarol and suggest best practices for its use
Some travel is required.
Collaboration with other iCarol teams and departments to seek out and share ideas for process improvements to help guide the company’s growth and ensure a quality product for our client base.
What we are looking for:
3 to 5+ years of experience in software or institutional sales management
Superior oral and written skills
Demonstrated ability to determine and then transform customer needs/requirements into an opportunity for the company
Strong business development experience
Experience in client prospecting or seeking funding or partnership opportunities
High level of problem solving and analytical skills
Experience carrying a sales quota and achieving success of this quota Experience building out a high-performance team
Ability to work in a team and be hands on with customers in achieving their success
Strong critical thinking skills, decisiveness, and willingness to appropriately accept risk
Experience in industry, technology needs associated to industry, and in introducing new products is an asset
Experience with Zoho CRM and managing a CRM as an administrator.
What will make you standout?
iCarol software experience
Previous experience selling to charitable or non-profit organizations, securing funding, or building successful partnerships/programs, for a non-profit is preferred.
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
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
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:
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.
The person requesting response fills out the form, configured by the provider, requesting services and providing information about the situation.
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.
Submitted forms arrive in the iCarol system and certain staff are notified of submission by email.
The specialist opens the form, contacts the requestor if necessary to fill in additional information, and explain to the requestor what will happen next.
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.
The crisis team receives the necessary information, and responds.
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?
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!
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.
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.
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.
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!
