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Registration open for annual iCarol User Group Summit

On Sunday, June 2nd, members of the iCarol team will conduct our annual User Group Summit, held just before the start of the Alliance of Information and Referral (AIRS) Training and Education Conference in Atlanta, GA.

The User Group Summit provides iCarol customers, and those not yet using iCarol but considering it for their organization, the chance to receive hands on training that will directly benefit service delivery and program administration. Following a number of training sessions held in the morning and early afternoon, the day concludes with a traditional user group session where guests can learn more about our strategy and product plans for the year, provide input on the types of solutions most important and impactful to their agencies, and help prioritize product development with their input on features in stages of consideration, development and implementation.

Our training topics were picked by our customers and will cover a number of in-demand topics including:

  • Recording and Reporting on Met and Unmet Needs
  • Resource Advanced Search and Bulk Editing Tools
  • Statistics and Reporting

**Note** We welcome our guests to attend any part of the day they wish — it is perfectly acceptable to attend only the User Group session, which will get started at approximately 2:30pm.**

We do ask that regardless of what part of our day you plan to attend, you register for the event so that we can plan accordingly. Registration is open now! Click the button below to learn more and register you and your staff. We look forward to seeing you in Atlanta!

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Kelly Brown, Director of 2-1-1 Services at Interface, recognized among “2019 Women of the Year”

Reposted with permission from the original authors.

Congratulations to Kelly Brown, Director of 2-1-1 Services at Interface, for being one of the “2019 Women of the Year” in the 19th Senate District and the 37th Assembly District, an honor bestowed by California State Senator Hannah-Beth Jackson and Assembly member Monique Limón for her admirable 2-1-1 leadership in county and beyond, especially after last year’s tragic events.

Kelly is a nationally recognized 2-1-1 leader, sought after for her expertise and creativity. She’s tenacious, compassionate and oversees Interface’s dynamic 24-hour a day 2-1-1 Ventura operations. Kelly and her team has responded to countless local and national disasters, as well as the daily crises that flood into the 2-1-1 Ventura Contact Center ranging from serious domestic violence, homelessness and mental health crises. Our 2-1-1 Contact Center is growing as community partners see the huge value in leveraging 2-1-1’s reach and efficiencies.

Kelly will be honored together with Ventura County’s Kristin Decas of Port of Hueneme, Peggy Kelly from the Santa Paula Times and Jenifer Nyhuis of Vista del Mar Hospital during the 2019 Women of the Year Reception held on Friday, March 29th at Ventura County Credit Union in Ventura from 5pm-7pm.

When reached for comment, Kelly said:

“The work my team has done over the last couple of turbulent years has been difficult but the staff at Interface 2-1-1 have been able to rise up to meet the new challenges while maintaining the quality of our regular 2-1-1 work. I appreciate my Interface staff, our community partners, and our funders that have helped us to expand our range and reach in order to serve those that lost homes to disaster, and family members to violence.”



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Expansion of iCarol Support Hours and Service Offerings

Providing excellent customer service is a top priority for the iCarol team, and recently we have been working to enhance the ways in which we serve our valued customers. Below are details about several new initiatives we have implemented:

*NEW* Live Chat with Support

Beginning Friday, March 1, 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

iCarol premier support packagePremier Support Package

We now offer a Premier Support Package. This includes all of the features of the Standard Support Package, as well as:

  • 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 oversees all requests for ongoing support assistance.
  • One scheduled, 60 minute team screen share/call per month between the TAM and the Designated Support Contacts, scheduled by the TAM.
  • If additional iCarol team members are brought in to best assist the customer, all interactions will be directed and managed by the TAM.

iCarol expanded support hours*NEW* 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 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. 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.

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.

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What would you like to learn about at the 2019 iCarol User Group Summit?

Each year, one of the largest gatherings of iCarol users takes place at the Alliance of Information and Referral Systems (AIRS) Training and Education conference. As a part of this conference, iCarol holds an all-day User Group Summit the Sunday before the conference officially kicks off. At this Summit, we hold the traditional User Group meeting that covers company plans, ongoing developments, and strategies for the year ahead. However, our User Group Summit is a more than just the user group meeting. We also offer free, in-depth and hands on iCarol training so our customers can get even more value from their iCarol systems, and elevate their I&R and technical skills at the same time.

We’re in the process of planning this year’s Summit, but we’d really like to know — What do you want to learn about?

We’ve put together a brief survey so you can share your thoughts with us, which we’ll use to ensure the topics addressed in the Summit are suited to our customers’ needs. Don’t miss your chance to share your ideas, the survey will only stay open until the end of the day on Thursday, February 14!

Take the Survey

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A Year of Change

year in review

As I reflect back on 2018, there’s no question that this has been a significant year for iCarol. As many of you know, iCarol was acquired by Harris Computer Systems on March 12 of 2018. Harris is part of Constellation Software, Inc., Canada’s largest software company.

The Harris acquisition allowed our co-founders, Neil and Jackie McKechnie, to step away from iCarol knowing that it would be in good hands as part of a company which intended to retain it, invest in it and to help it grow further. While it was bittersweet to lose Neil and Jackie, we realized this move enabled them to pursue new goals in their lives, including spending more time with family and friends. We stay closely in touch with them and wish them the very best in their new endeavors.

This new chapter in iCarol’s history has brought a number of benefits, as the iCarol team has been able to rely on guidance from Harris’ accomplished compliance and legal teams, and to utilize ongoing assistance from corporate Finance and IT departments. This freed up team members to focus on other needs of the organization, which we could not do as easily before we had the resources of Harris behind us.

In addition, as part of Harris there is an ongoing opportunity to learn and grow from a team of thousands of software professionals in a variety of roles, allowing us to network with sister business units in sectors such as healthcare, emergency management, law enforcement, government, public schools, and more. There’s a lot to learn as we bring back ideas to improve iCarol, in how we serve and support our customers, and how we design our software to provide more value to its users.

We look forward to continued growth and investment in iCarol in 2019, as we focus on five primary initiatives throughout the year:

  • Increased Scalability
  • Improved Data Privacy and Security
  • More Powerful Resource Management
  • Greater Flexibility in Reporting
  • Collaborative Data Sharing

In the interests of keeping this blog brief, we’ll expand on improvements made to iCarol in 2018, and each of these initiatives in the early part of 2019, through blog articles and webinars. Stay tuned for more details on these!

While it’s been a momentous year for iCarol, change has also affected our customers, as we’ve seen trends in nonprofit funding and donations shift, and in some cases decline precipitously. A number of our customers provide some type of assistance during and after disasters, and there have been many heartbreaking examples this year. Throughout it all our customers have stood strong and assisted as many as they possibly could, which continues to inspire us here at iCarol. As a matter of fact, the Harris team has commented on the tremendous commitment displayed by the iCarol team, which comes directly from working with our customers, and witnessing their determination in the face of such difficult odds.

On the positive side, in 2018 we have seen some strides forward in government recognition of the importance of suicide prevention, which heartens us all. It gives us hope that 2019 will see improvements in the funding and support all our customers rely on to perform their mission.

In this holiday season we salute you, our customers, and the tremendous work that you do. We wish everyone a safe, secure and happy holiday season. We remain honored to serve you and look forward to another year of service and giving in 2019 and beyond.

Warm wishes to you all,

Rachel Wentink
Vice President, Operations



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7 calls you’ll take on Christmas (or any major holiday)

If you want to witness one of the most challenging yet also most rewarding aspects of helpline work, look to the major holidays. Centers that operate 24/7/365 experience the challenge of staying open all the time and being there for help seekers even on major religious and civic holidays. It can be tough to staff these days, and hard for staff and volunteers to spend a special holiday away from friends and family, but ultimately knowing that you helped someone in their time of need makes the hard work and sacrifice worthwhile.

So what kinds of calls (or chats or texts!) do such services receive on these major holidays?

Hello from a familiar voice

    At any given hotline it’s fairly common to have a population of people both in and outside their communities for whom the helpline is a part of this person’s support network. These folks rely on the helpline as a support system for a number of reasons; limited social and familial relationships, daily coping with mental illness or disabilities, loneliness, or someone simply had a very successful interaction that keeps them coming back for support. Regardless of the reason, helplines should take this caller loyalty as a compliment and endorsement. And you’ll likely hear from these same people on the holidays as well, either to check-in and talk like they normally would, or often with an added “Thank you for being there.”

Surprise!

    More than a handful of times I can recall answering the phone on a major holiday and the person on the other end was baffled by the sound of another human voice. “Oh…hello? Are you a real person?” or “Oh wow, you guys are there today!” Often they were prepared to have to leave a message or were just testing the line. It was nice to hear someone pleasantly surprised that they could speak to another person on a day where so much was going on and so many other services are closed, and it usually made me feel like I was in the right place that day.

I need a meal/toy for my child/counselor/shelter/etc.

    These calls can be a challenge because for many situations, the help seeker isn’t going to be able to get help that day. As mentioned above, many services are closed and it can be tough to give a person referrals but know that their situation may remain in limbo until the holiday has passed. Thankfully in my experience there were at least a handful of non-profits or religious institutions who were open and providing things like hot meals on many holidays, and even those who had last-minute toy giveaways for families with children who hadn’t signed up for such programs in advance. And, even when the referred service isn’t open, you’re able to at least provide empathy and hope which can make a world of difference.

Crises don’t take a day off

    For many people, holidays are more stressful than they are delightful, and actually present a recipe for crisis. Tensions that were simmering below the surface can easily rise up when a person is under stress. And while for most people family gatherings are a happy occasion, for others these get-togethers can easily result in outbursts or even violence. Of course this can happen in a group setting or to someone who is alone. After all, a holiday is just another day, presenting all the same hardships as the day before. There is nothing special about a holiday that can create a foolproof barrier against a crisis or suicidal thoughts — making it all the more critical that someone be available to help talk things through or intervene in some way.

I want to help

    Holidays that put a focus on gratitude and generosity will bring out the best in people. For many, the spirit of giving is coursing through them so much that they’re looking for a last minute opportunity to volunteer somewhere so they can give back to others in need. Unfortunately for these generous people, most organizations have long since filled their need for volunteers on the actual holiday, plus there are application processes and/or training that make it infeasible to accept these spur of the moment offers of volunteerism. Luckily these folks are usually willing to accept referrals to the many organizations in their area that need volunteers year ’round, not just on the holidays, and would hopefully follow through with their plan to help after going through the proper processes.

Holidays are a painful reminder

    For many people the holiday itself can be a cause of negative feelings, and they need someone to vent to. Perhaps they have a particularly bad memory associated with the day or time of year, and pain surfaces as a result. This may be a memory from long ago or something that happened much more recently, but anniversaries tend to make us recall these past events and relive the emotions experienced, good or bad. Some people are grieving a lost loved one, and holidays remind them of the empty seat at the table. For others, seeing people enjoying get-togethers with family and friends shines a painful spotlight on their own loneliness or broken relationships. Being the person that was there for them when they needed it most can be very rewarding.

Thank you

    Perhaps the most heartwarming interaction you can have is with the person who calls just to say “Thanks.” Sometimes they’re people who have used your service in the past. Or, it may just be a person who finds out you’re there on a major holiday and recognizes that by sacrificing some of your time, you’re making a positive impact on others. A simple “Thank you” goes such a long way.

During the holidays we know many of you out there will be spending some time apart from your families as you work to serve your communities. On behalf of all of us here at iCarol, thank you for all you do and we wish you a happy holiday season and bright New Year!

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iCarol Webinar: Why Advocacy and How the Heck Do You Do It?

Advocating for the needs of your organization and the clients you serve is a huge component of the overall survival and success of your agency. Some may find the prospect of lobbying elected officials intimidating and confusing, but it’s actually not as complex or scary as it may seem!

We invite you to attend a webinar on this topic on Tuesday, December 11th at 2pm EST. Sara Sedlacek from The Crisis Center of Johnson County will present information that takes the mystery and intimidation out of the advocacy process, helping you get the ear and support of the local, state, and federal officials elected to represent you and the people who benefit from your services.

With legislative sessions beginning in January, now is the time to learn more about how to advocate for your organization.

Register Now

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iCarol strengthens security through enhanced user password requirements

At iCarol, we’re always looking to the most cutting edge and progressive ways of strengthening system security, protecting data, and preventing unauthorized system access. This always has been and will continue to be a top priority for us.

In addition to the security measures we take to protect data during its transmission and storage, ensuring good password strength is one simple way that each iCarol user can protect their system and the personal information stored within. That’s why, to help our users do this, we are proactively implementing advanced security protocols for passwords used to access the iCarol system. Once these new protocols are enacted, our users will be prompted to update their passwords to ensure they meet our new strength requirements.

We appreciate our users’ compliance with these new protocols. We want you to rest easy knowing we are doing our part to keep your iCarol system secure, while also helping ensure that each individual’s use of iCarol also upholds this security through tight password guidelines.

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The right service at the right time – using time restrictions in your Public Web Forms

There’s a lot to like about iCarol’s Flexible Public Web Forms (also known as Online Forms). You can do so much with this versatile tool that is, at its core, a public facing version of the same Contact Forms that iCarol users access within their systems to log interactions with the people they serve.

In case you’re asking “What’s an iCarol Public Web Form?” These forms are Contact Forms hosted in your iCarol system that can be enabled for the public to use. You’ll link to them when you wish to offer services on your website such as:

  • Intake forms
  • Volunteer applications
  • Satisfaction surveys
  • Self-assessments or screenings
  • Contact requests

Submitted forms are delivered to your iCarol system where you can then follow up yourself, securely send them to another agency if necessary, and of course since they are Contact Records you can export the data collected or run reports on the data within iCarol. Want to know more? Skip to the bottom of this blog post for even more information about Public Web Forms.

Enabling Time Restrictions.

If you have a service that is only available during certain days of the week, or certain hours of the day, then you may not want your Public Web Form open and available to be filled out on your website outside of those service hours. For example, a Mobile Crisis Intake Form — For better communication and clarity, and to reduce confusion or frustration, you would likely want to keep this form from appearing as an option on your website if the service was currently closed and the web visitor won’t receive a timely response.

Public Web Form time restriction is an option that allows you to make a form available only during the times you choose. The form is turned on or off based on whether or not you have an Online Form shift that is actively staffed at that time.

Add shift for Public Web Form

If there is no shift at that time, or if the shift is open and unstaffed, the form won’t be active and available on the website. If a service is going to become unavailable soon, a warning message and countdown timer can appear for any visitors who may be in the middle of filling a form. There is also the option for custom messaging to appear when the service is unavailable, which could include information such as alternative options for the visitor to pursue in absence of the target service (e.g. a number to call) or more information on the service’s normal hours of operation, and the next time web visitors can expect to see the form on and available.

By only having these Public Web Forms open when the target service is available, and guiding web visitors to other alternative services instead, people in need are directed to the right service at the time.

More Information

Why is it important to offer intakes and other forms on your website? Well for one, the people in your community are craving more communication options between themselves and the services they need to access. Whether out of convenience, personal preference, or greater ease of access for those with disabilities, diversifying available communication channels reduces barriers and opens doors for more people to receive the services they are entitled to, and get the help they need.

Using the forms doesn’t just help the people who use your services, but it helps you and your staff as well. You’ll be able to increase staff productivity since these forms can now be filled out directly by the user online, where they may previously have required manual staff time and assistance to the client. You’ll also be able to capitalize on potential volunteer interest — convert volunteer prospects into applicants easily, no more waiting to receive their application through email or snail mail. You’ll also shorten the recruitment and training life cycle, getting volunteers online faster. And because you can now direct so many clients to fill out their satisfaction surveys online, you can increase your outcome data, meet your goals, and get the funding you need.

Public Web Forms can be tailored to meet your needs in a variety of ways, including:

  • Customize the look and feel of the form to fit with your website and branding, using Cascading Style Sheets to give your form a highly stylized look. You may include your logo, choose your fonts, colors, and more for a cohesive fit within your website.
  • Edit the fillable fields and text on the form with our Contact Form Editing tools.
  • Pre-screen clients with questions before the user can proceed to the rest of the form.
  • Ensure data integrity with an integrated Captcha, protecting you from false or spam/bot submissions.
  • Enforce form timeouts and warn users of an impending timeout to make sure a form isn’t kept open for too long before submission, protecting the integrity of the data as well as your user’s privacy.
  • Notify key staff members by email when a form is submitted.
  • Analyze, track, export, and report on the information collected in the forms. Once the Public Web Form is submitted by the user, it becomes the equivalent to a finished Contact Record in your iCarol system.

To get started using these forms in your iCarol system, contact our Support Team. If you’re not yet an iCarol user, we’d be happy to speak to you about this and other solutions we offer. Please contact us.

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iCarol to attend the International Conference on Forensic Nursing Science and Practice

From Wednesday, October 24 through Saturday, October 27, our Solutions Expert Team Lead, Eliisa Laitila, will attend the International Conference on Forensic Nursing Science and Practice in Reno, Nevada. This conference is in association with the International Association of Forensic Nurses.

What is “Forensic Nursing” and what sets this field apart from nurses working in other areas? According to the International Association of Forensic Nurses:

    “A forensic nurse is a Registered or Advanced Practice nurse who has received specific education and training. Forensic nurses provide specialized care for patients who are experiencing acute and long-term health consequences associated with victimization or violence, and/or have unmet evidentiary needs relative to having been victimized or accused of victimization. In addition, forensic nurses provide consultation and testimony for civil and criminal proceedings relative to nursing practice, care given, and opinions rendered regarding findings. Forensic nursing care is not separate and distinct from other forms of medical care, but rather integrated into the overall care needs of individual patients.”

Forensic nurses practice in many industries that iCarol serves and they regularly engage with patients who have suffered sexual violence, intimate partner or domestic violence, abuse (from children to the aging/elderly), and those who have been victims of a crime. This field of nursing demands a great deal of skill on many fronts. Forensic nurses must not only assess and meet the medical needs of their patient, but they are also tasked with restoring the individual’s feeling of safety and are often one of the first professionals to help that individual through a traumatic event. Their delicate handling of sensitive situations plays a large role in patient recovery.

The conference sessions will fall into a variety of tracks including Intimate Partner Violence, SANE (Sexual Assault Nurse Examiner), Pediatrics, and Psychiatry and Corrections. We’re excited to be attending this conference for the first time and eager to have Eliisa share learned knowledge with our team so we can directly apply it to our work with the organizations that employ or frequently interact with forensic nurses.

“I am excited to learn more about this side of the support model that many of our clients work directly in, or coordinate with nurses to do. It will be interesting to hear more from the forensic nurse perspective, as well as overall leading thoughts on how to best support survivors, and how to overcome challenges when doing so.” — Eliisa Laitila, iCarol Solutions Expert Team Lead

To learn more about Forensic Nursing, specifically those who conduct SANE exams, check out the video below created by the International Association of Forensic Nurses.

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