We have been closely watching the developments around the novel Coronavirus/COVID-19 Pandemic. In these and other difficult times, our primary focus always turns to our customers and the people and communities they serve, as well as the health and well-being of our employees.
Many of our customers are playing a direct and active role in the response to COVID-19 by providing emotional support, reassurance, and reliable information and referral, and working directly with their state/provincial and local governments to collect data and rapidly disseminate new information of service to the public.
We want to do all we can to support them in their efforts, and so we have taken the following steps:
- Offer 30 days of free Contact Record or Resource Database sharing tools in iCarol, to help our customers with their collaborations, continuity of operations, or coordinated data collection and reporting.
- Apply an ad hoc Taxonomy update to iCarol that includes new terms related to COVID-19.
- Provide prompt response to all customer requests related to COVID-19, such as assistance with editing Contact Forms, adding new tools, or making system settings changes.
- Monitor system performance and volume, and add additional resources within our Microsoft Azure infrastructure to scale and increase capacity as necessary.
- Listen and engage with key industry organizations to be sure we are prepared for and responsive to our customers’ needs as the situation continues to evolve.
We understand that many of our customers are transitioning their volunteers and staff to a remote work model to maintain continuity of operations while reducing human presence within the contact center. For many, this model is unfamiliar and one sometimes met with apprehension. Being a web-based solution, iCarol provides many tools and features that can make this transition easier. The iCarol functionality needed to carry out their work can be accessed from anywhere with an internet connection, while managers can still exercise supervision and ultimate control over volunteer/staff permissions and system access. On our blog, we will share more detailed tips and guidance on how our customers can use iCarol remotely, which will help keep their people and communities safer.
Of course, the safety of members of the iCarol family, customers and employees alike, is at the forefront of our minds. iCarol has activated our own business continuity plan, which specifically calls out provisions in the case of a pandemic. Most of the iCarol team already works remotely, and nearly all of our interaction with customers is through email, live chat, online meetings, or phone calls, which limits the risk of exposing ourselves or our customers to the spread of the virus. Our small number of team members who usually work in an office setting have been working from home and will continue to do so until it is safe to return to the office. There has also been significant cross-training between the iCarol and CityView technology/development teams which expands the amount of human resources available to quickly respond to technology or infrastructure needs.
Our parent company, Harris Computer Systems, has provided excellent leadership throughout the COVID-19 public health emergency, and feels that we must all do our part as responsible citizens to enhance the safety of our employees and the communities in which we live and work. Any in-person internal meetings are being reconsidered and either postponed or converted to virtual events, and all business travel is being evaluated and cancelled or postponed as needed. Harris Computer encourages all its employees to follow the guidelines provided by the Centers for Disease Control (CDC), World Health Organization (WHO), and The Public Health Agency of Canada (PHAC).
Our customers always display an unwavering commitment to their communities, and they are courageously upholding these values even in the midst of these unprecedented events. We are inspired by their actions, and honored to serve them however we can. Should you have any questions on how iCarol can assist or support your organization in response to COVID-19, please contact us.
The following iCarol resources may be helpful to you as you research, plan, and act during an emergency:
Data Exporting, Sharing, and Integrations Options in iCarol
Do More Together: A Guide to Collaborations
Using iCarol During a Disaster or Emergency
As another year closes and a new one begins, we naturally reflect on the accomplishments, celebrations, and important moments of 2019 while anticipating all that lies ahead. Personally, I consider the past year to be one full of progress, both in the industries we serve and here at iCarol.
All year we engage with our customers at industry conferences, forums, and in other capacities so we can be intimately aware of the topics currently affecting them and others on the horizon. This helps us to respond in kind to meet these needs with new, innovative solutions from iCarol. This year was no exception – we have seen movement across all of the industries we serve that open opportunities for our customers that we are actively exploring ways to support using iCarol software.
In the world of Information and Referral, the topics of Social Determinants of Health, Closed-loop referral, and further encouragement to engage in partnerships and collaboration all show promise for many exciting opportunities for our customers. Those working to address sexual and intimate partner violence continue to advocate for education, awareness, prevention, improved response, and justice for all those who experienced a crime. We’re excited to see their advocacy result in new legislation across several states that extend statutes of limitations for crimes, signaling better recognition of the complexities and time involved for survivors to report, and improved allocation of resources towards testing material from forensic exams, improving the chances that survivors will receive justice. In December, the United States Federal Communications Commission unanimously voted to establish a three-digit number to reach the National Suicide Prevention Lifeline in the next 18 months. This is long sought after acknowledgement that mental health emergencies deserve the same attention and response as the types of emergencies reported to 9-1-1, something suicide prevention advocates have long been pressing for as a way to prevent suicide. Finally, concerns about consent for contact and data privacy continue to loom large across the world. Previous years have given us CASL in Canada and GDPR in the EU, both sweeping and comprehensive sets of regulations. Now we are beginning to see individual states and provinces taking on the task of writing their own legislation to protect consumers from having their data harvested and sold without their knowledge and consent, most notably in California’s Consumer Protection Act. We are doing all we can, and relying on our resources available through Harris Computer, to make sure that we are in full compliance with such laws, and that our customers are aware of how these laws may impact them directly.
These are just a few examples of developments impacting our customers in the year ahead. Of course we will look for any ways iCarol can support our customers through these changes, and help them carry out their life saving work. Look for more from us on our blog and webinars for updates on how we are addressing these topics.
The industries we serve aren’t the only ones experiencing progress – iCarol, too, went through positive changes in 2019. In December we moved to a new infrastructure on which the iCarol web application runs – Microsoft Azure. The migration to this new platform was the culmination of a year’s worth of planning and effort, and was not without its challenges and setbacks, but we are delighted to now be fully operational in the new environment and excited for all it means for our customers. Microsoft Azure will help us provide the most up-to-date, technologically advanced platform available. We can scale and ramp up performance as needed to meet increases in system use, whether it be due to an event, disaster, or the normal periodic demands on the system that occur for monthly exports and reporting. We are delighted not just by the way this move allows us to be more responsive to system demands, but knowing that Azure offers built-in security services that include unparalleled security intelligence. We are very excited to track data over time to show how this new infrastructure improves performance and stability, and supports the future growth in iCarol’s customer base.
I must acknowledge and express deep gratitude for the great support and patience we received from our customers during this transition and in the months prior. Our customers exercised immense trust and patience with us as we developed the plan to make this sweeping change to our infrastructure. Their user testing of the new environment, feedback, and communication with us greatly contributed to the success of this project. I cannot say enough wonderful things about our customers as essential partners with us on this journey.
There is much more to share about what was accomplished in the year behind us, and what’s on our agenda for the year ahead. Later this month we will host a “State of iCarol” webinar for our customers reviewing 2019 progress and our plans for 2020. You can also look to our blogs and email updates, and for customers, our Admin Dashboard, for more exciting information as it develops.
So, as this new year begins, I wish to thank everyone who makes it their life’s work to help others, most especially our customers, on behalf of the entire iCarol Team. Every day we see the positive impact you have on individuals and communities as a whole, and we could not be more honored to play a small part in the amazing work you do. The team at iCarol is excited to see what 2020 holds and hope for continued progress towards a safer, happier, and healthier society thanks to the work you do.
Vice President, Operations
This time of year I like to post a blog I wrote years ago about Frank Capra Christmas classic “It’s a Wonderful Life” and how this popular and enduring holiday program centers around the topic of one man’s suicide plan. While most people view the film casually and this aspect of the story may take a backseat to the other major themes, for those of us who have experience working in the suicide prevention or crisis industry, it’s hard not to view the film from that unique perspective. And, I promise you, I’ll get to that in just a moment.
This year I read a highly engaging article titled The Best Way to Save People From Suicide featured in the Huffington Post. In summary, it discusses the idea that making connections and keeping in close contact with someone who is suicidal is a simple yet effective method of preventing suicide. Remarkably, this applies to many different types of contact, from simple texts or emails, making a call, even sending a form letter.
Reading about the importance of connections got me thinking about George in “It’s a Wonderful Life.” Here’s a guy who has connected with a lot of people over his life. He’s a beloved son and brother, and well-liked member of the community. He is devoted to other people and several times through the course of the film, we see him sacrifice his own dreams and ambitions to help family members and others. In my opinion and observation watching the film, that lifetime of deferring his own needs for others leads to a degree of resentment and perhaps even depression.
Suddenly, as things in Bedford Falls turn grim, with a run on the bank and his uncle misplacing a large deposit at the worst possible time, the walls begin closing in and George, who has always been able to come to the rescue, feels desperate, helpless and hopeless. Worst of all, it would seem his connections are failing him right when he needs them most. He can’t see his own value, and the positive presence he is in so many lives.
When Clarence shows George Bedford Falls (or Pottersville, as it’s called in the dismal alternate universe where George was never born) and the lives of the people there without him, only then does George see the meaning his life has and the impact he’s had on the town and people residing there. Having been reminded of his value, he’s pulled from the darkness.
While thankfully Clarence’s supernatural abilities did the trick, just imagine how powerful it may have been for a real person George knew to recognize his pain, then pull him aside and tell him how important he is to them, and ask him how he’s doing. We all have the power to make and keep connections with the people we know, and check in on those who may be hurting. We don’t even have to have all the answers to their problems, we just have to be present with them and provide empathy in that moment.
And now, without further delay…
13 thoughts of crisis workers when watching “It’s a Wonderful Life”
- It bothers you that the movie perpetuates the myth that suicide rates go up at Christmastime
- You’re envious of the detailed and factual background Clarence has on George, and think of how helpful this would be when working with your clients
- You know of a dozen people you’ve spoken to this month who are in way worse circumstances than George, but knowing how complex and unique suicide can be for each person you’d never judge George for feeling how he does
- You can list all the warning signs that George is giving, and yell at the other characters for not picking up on them
- Even better, you wish someone would talk to George about his behavior and ask him directly if he was thinking of suicide
- You cheer on Mary when she calls a family member to talk about how George was behaving, and doesn’t keep his uncharacteristic behavior a secret. Mary – 1 Stigma and Shame – 0
- George’s story reminds you of all the people you’ve spoken to that thought their suicide would be what’s best for their family
- You note the high lethality of George’s plan for suicide
- And think of how more bridges need suicide barriers for this very reason
- It angers you when Clarence tells George he “shouldn’t say such things” when George discusses suicide, effectively shutting him down and judging him rather than listening to why he feels this way.
- You’re relieved when George finds his reasons for living
- You’re thankful for the happy ending, but you know that it’s rarely wrapped up so easily
- You’re reminded of why you do the work you do
Have you had any of these thoughts while watching this classic film? Got any other thoughts to add? We’d love to hear from you, leave us a comment!
And while you may not have wings, we know the countless individuals touched by your caring voices consider you all guardian angels. Thank you for your hard work and dedication to saving lives, during the holidays and all year ’round.
Providing excellent customer service is a top priority for the iCarol team, and this year we enhanced the ways in which we serve our valued customers. Below are details about several new initiatives we have implemented this year.
Premier Support Package
iCarol offers a Premier Support Package. This includes all of the features of the Standard Support Package, as well as:
- Case responses for Premier Support subscribers will be prioritized.
- A member of the iCarol Support Team designated as the customer organization’s Technical Account Manager (TAM). This is an assigned member of the Support Team who will oversee all requests for ongoing training and support assistance.
- This also includes at least one scheduled 60 minute team screen share/call per month between the TAM and the Designated Support Contacts to be scheduled by the TAM.
- Additional iCarol team members may be brought in to best assist the client, but all interactions will be directed and managed by the TAM.
Contact us for more information
Expanded Support Hours
We have added weekend availability to our normal support hours. In addition to our previous hours of 8am to 8pm Eastern Monday through Friday, members of our Support Team are also available Saturdays and Sundays from 12pm to 5pm Eastern.
These are the hours during which our team is available to investigate and respond to support cases through the case management system, email, and live chat (Now available to all customers! See below for details!). In addition to these support hours, our technical and infrastructure teams will continue to monitor for system uptime and performance 24/7, and our Support Team has a process in place to routinely check the case queue for urgent issues at points beyond normal support hours, as has been our policy in the past.
Live Chat with Support
Our Support Team is available through Live Chat during normal support hours for all of our customers as a part of our Standard Support Package that is included with an iCarol system subscription. Designated support contacts can initiate a Live Chat session with members of the support team during normal support hours by taking the following steps:
- Log in to your iCarol system
- Click ‘Help’ in the left hand menu
- Click ‘Cases – contact the iCarol Support Team’ at the top of the screen
- Click the ‘Live Help Online’ button in the middle of the screen, OR the ‘Chat Now’ button at the bottom of the screen
If you are a customer and have any questions about the services outlined above, or if you would like to upgrade to Premier Support, please open a case with the Support Team. If you are a not an iCarol customer yet, please contact us. We would love to hear from you!
Many thanks to our current customers who have provided kind and valuable feedback since we implemented these new support options. Your input greatly assists us as we continue to look for ways to improve support delivery to you.
This week, Polly McDaniel, Director of Business Development, and Veronica Ross, Solutions Expert, are joining crisis center directors and staff from across the US at the National Crisis Center Conference in Salt Lake City, Utah.
The theme of this year’s conference is “Reaching the Summit: Innovate to Elevate.” Of the theme, organizers say, “During times of division and uncertainty, crisis organizations are needing to use their collective creative energies to remain relevant and sustainable. But challenging times can bring out the best in crisis organizations. We are excited to hear what innovative and creative programs and approaches are being implemented by our crisis organization colleagues.”
At iCarol, we are strong proponents of innovation as a means for a crisis center’s growth, improved efficiency, and better outcomes for the people they serve. We’re very excited to partake in the conversations at the conference this year, and to see how we can help crisis centers innovate to elevate their service delivery.
The two entities presenting this conference, CONTACT USA (CUSA) and the National Association of Crisis Organization Directors (NASCOD) have a phenomenal history of supporting crisis work and we recommend considering membership for your service if you are a helpline, warmline, crisis center, suicide prevention service, or similar organization. By joining them you’ll discover fantastic networking and knowledge sharing from caring individuals who can relate to your day-to-day joys and challenges as a manager or executive director of a not-for-profit. Find out more about CUSA membership here and NASCOD membership here.
Our history with this group and conference is our longest association, going way back to iCarol’s earliest days, and many of the helplines and crisis centers who host this conference were some of iCarol’s earliest users. It’s a long standing relationship that we value and we’re proud to not only attend but are also long-term sponsors of this important gathering organized by pillars of the helpline industry.
As with all conferences we attend, we welcome the opportunity to connect with old friends and new ones. We’re eager to hear about your latest projects and discuss ways iCarol can support you and the needs of your community. Both Polly and Veronica will be on hand throughout the conference to answer questions and talk about how iCarol can help. We look forward to seeing you!
CW: The following blog post discusses the topic of sexual violence and harassment.
On August 21st and 22nd, iCarol Director of Business Development, Polly McDaniel, and Solutions Expert Veronica Ross, will be in Philadelphia for the National Sexual Assault Conference.
This is our 3rd year at this particular conference, though organizations that address sexual violence prevention and help those who have experienced a sexual assault or other crimes have long been a part of the iCarol family. In the past few years though, iCarol has seen tremendous growth in the number of new organizations joining us that serve in this space. Over the course of many years serving this industry we have learned much about the unique challenges these organizations face, the nature of the work they do and the people they serve, and the tools they need to expand services in a cost effective but meaningful way.
One undeniable trend is the need to aid survivors through live chat or SMS/Texting, in addition to phone hotlines. While we’ve seen a monumental shift in public awareness of just how pervasive sexual violence is, and more willingness to listen to and believe survivors, there are still barriers in place that prevent people from sharing their stories. The means to ask for help in a way that makes people feel less vulnerable, or more anonymous, can make all the difference in helping someone break their silence and begin their next steps toward healing and recovery. We’ve spent the last several years actively working organizations to help them add on such services.
We’re also so excited to have seen how organizations that help survivors of sexual violence are expanding their services, and using innovative tools to do so. For instance, expanding their talent pools by allowing remote work, dispatching volunteer advocates to Sexual Assault Forensic Exam (SAFE) procedure, providing follow-up activities, and more services to support survivors.
If your organization supports those who have been affected by sexual violence, we invite you to review some of the resources we’ve pulled together to help you:
eBook: Choosing Software for Survivor Support Services
for Survivor Support Services
We’re looking forward to the opportunity to answer your questions and hear more about the amazing work you’re doing for sexual violence survivors in your community and beyond. If you are going to be at the conference, please stop by the iCarol booth! If you have questions or want to set up a meeting to speak with one of our Solutions Experts, please contact us.
On Sunday, July 28 and Monday, July 29, iCarol Solution Expert Team Lead, Eliisa Laitila, will be at the National Association of Area Agencies on Aging (n4a) conference in New Orleans, Louisiana.
n4a is a is a 501(c)(3) membership association representing America’s national network of Area Agencies on Aging (AAAs) and provides a voice for the Title VI Native American aging programs. iCarol serves many organizations who are Area Agencies on Aging and therefore members of n4a, as well as other agencies in the aging and disability space. Aging and Disability Resource Centers, helplines that curb senior isolation and loneliness, and senior-focused information and referral services choose our solution because we empower them to:
- Invite and document contacts from clients and their caregivers over a variety of communication channels: phone, in-person, web forms, and our integrated Live Chat and Texting.
- Encourage No Wrong Door initiatives by enabling them to securely send information to partners, make warm transfers, and dispatch additional services.
- Create and curate simple to complex community service inventories to share with clients and caregivers by phone, email, Text/SMS, and during Live Chat sessions.
- Share searchable resource information on their own public websites, or the websites of partners such as senior centers, local libraries, and hospitals.
- Engage in ongoing client contact to track client history and progress, ensure needs are being met, and to document customer satisfaction and outcomes.
In some cases, Area Agencies on Aging and Aging and Disability Resource Centers are using statewide software systems, and local centers may not be empowered to use iCarol as their sole solution for service delivery. However, even in these instances iCarol can still help! Some centers use iCarol to provide important capabilities not included in a statewide solution, such as live chat or SMS/texting capabilities that expand services to a wider audience, public intake or eligibility screening forms, or web searches of available community resources.
For more information on how iCarol helps senior serving agencies, click here. If you’ll be at the n4a conference, please stop by and see the team at booth 203 so that we can discuss how iCarol can help you. If you’re not in New Orleans for the conference, we welcome those interested in learning more about the iCarol solution to contact us to ask your questions or have a quick meeting to talk about your challenges so we can see how iCarol might help.
Paper-based files of all sorts—bank statements, tax records, pay stubs, receipts—can typically be destroyed after a period of time when they will no longer be needed. Depending upon an organization’s internal policies and the laws and regulations by which they must abide, not-for-profit organizations may choose to shred some or all client files after a period of time as well.
With paper files now being digitized, and new data usually collected electronically, the concept of “shredding” takes on new meaning. Instead of literally shredding paper through a machine, electronic files are permanently deleted and erased from storage, whether they be on a hard drive or in the cloud.
One of the best practices seen highlighted within regulations such as GDPR is that an organization should only collect the data that is absolutely necessary for service delivery, especially if that data could be used to identify someone. So, unless it is essential for your organization to collect data such as a person’s name, phone number, social security number, etc. in order to carry our your work, it’s best to never collect it at all.
When you’re speaking over the phone with a person in need, you have control over whether or not to record information shared during the conversation inside your contact management system. However, if you’re communicating by Live Chat or SMS/Text Message, the person in need may share personal information with you that’d you’d prefer not be permanently documented, and if transcripts are automatically generated and stored, that private and personally identifying information may be stored whether you like it or not.
In iCarol, you have the choice whether or not your Live Chat and SMS/Texting transcripts are brought into your contact management system, or if they disappear immediately after the conversation ends, protecting personally identifiable data and allowing your organization to align such data collection and storage with your own internal policies. Further, organizations who wish to keep this information long enough for supervision purposes, but do not wish to retain it long term, have many options within the system to decide when to destroy the information. The capability to electronically “shred” potentially identifying information from your iCarol Contact Records is applied to any documentation recorded in your forms, whether it be data from calls, walk-in visits, chats, SMS/text conversations, public website intake forms, or any other interactions you document.
What gets “shredded?”
We understand that most organizations will wish to keep the data that isn’t classified as personally identifiable information, for instance demographics, issues or needs, and other non-identifying data that is important for reporting purposes. If you choose to utilize the automatic shredding function within iCarol, only certain areas of your Contact Records are effected. Text-entry fields where you might enter names, addresses, phone numbers, contact notes, etc. are deleted. Drop-down, check box, and other pick list type data is retained. For a full explanation of how to set these preferences, as well as more detailed information about what is deleted or retained, customers can sign in to iCarol, navigate to the “Help” section, and search for “Shred” within our help articles. If you’re not yet a customer and interested in learning more, please contact us!
Collaboration is becoming a necessary part of not-for-profit work. Ensuring a partnership is successful for everyone involved takes careful planning that starts long before you begin the work with your fellow collaborators.
The team at iCarol has been helping our customers have smoother collaborations since the software’s creation, through a variety of tools that include sharing resource database for the purposes of both maintenance and referral giving, contact form sharing to help with after-hours outsourcing and network building, and features like the Contact Record Outbound API and Resource API that allow data to be shared directly with other applications.
For several years, before they even worked for iCarol, Senior Product Manager, Crystal McEachern, and Director of Business Development, Polly McDaniel, have offered guidance on collaboration building at industry conferences. They have over 20 years of combined experience on both sides of collaboration—as I&R professionals working with their fellow non-profit organizations and as iCarol staff members helping customers build collaborations.
Now, you can learn from their expertise through an all new eBook authored by Polly and Crystal. In it, you’ll find step-by-step guidance on building a collaboration, including tips for the planning process and important things to consider that are often overlooked. Does the prospect of writing an MOU make your head spin? We have you covered! The eBook even includes a workbook for use in your own personal collaboration planning.
Best of all, the eBook is completely free — we’re sharing it with you in hopes our experience and guidance can help you successfully deliver services to even more people in your communities.
Download the eBook
On Wednesday and Thursday, April 24th and 25th Rachel Wentink, Vice President, Operations for iCarol, will be in Denver, Colorado attending the 52nd American Association of Suicidology (AAS) Conference.
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 education and awareness.
So we can continue to be aware and closely in touch with the topics that most impact iCarol’s customers, on Wednesday Rachel will attend the pre-conference program for Crisis Centers, followed by the National Suicide Prevention Lifeline update session.
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. We suspect the update provided at the conference will show continued expansion in 2018. Unfortunately 2018 was another year with well-publicized deaths by suicide of a number of celebrities, including Kate Spade, Anthony Bourdain, and Avicii. These losses always result in a spike in volume and without fail the participating centers always step up to meet the challenge and provide help and hope to the people prompted to reach out for themselves or loved ones.
The Lifeline update also promises to provide information on developments in Lifeline initiatives such as Follow-up Matters and the Lifeline Safety Assessment. These and other projects 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 centers everywhere, providing the tools they need to do their life-saving work.
Finally, on Wednesday evening Rachel will attend the Crisis Centers Reception, which provides the chance to network and catch up with crisis center staff and leadership and hear all about the important work they are doing.
If you plan to be at the AAS Conference, Rachel would welcome the opportunity to chat with you about the needs of your suicide prevention service and answer your questions about iCarol. As always, we also welcome you to contact us at your convenience to share your challenges or projects and explore how iCarol can be of assistance.