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The terms they are a changin’ – an update on going beyond “calls”

Awhile back we shared our intentions to make some changes to the terminology we use when talking about certain iCarol features and capabilities. Namely, referring to “callers” or “calls” as the standard when talking about the people served and how you serve them. Before we go any further, let’s backup and review…

Recap – Why the changes?

iCarol was inspired by the volunteer experiences of our founders in a helpline environment, which were, at the time, very much rooted in call taking as the method of engaging with and helping people in need. Over the years, new technologies that lend themselves to different and expanded ways of communicating only grew in popularity and availability, and iCarol adapted as a result by enabling into the software communication channels like Live Chat, Texting/SMS, and connecting clients with services through a public website, for example Online Forms and the Public Resource Directory.

The fact is, iCarol is such a flexible solution that since the very beginning our customers have used it for far more than just phone-based work. But, much of the terminology we use when talking about our software centers around calls. For example, the functionality used to document interactions with clients and collect necessary information has historically been called “Call Reports” or “Call Report Forms,” and the area of your system where these interactions are logged is titled “Calls.” There are other examples like “Caller Profile” and “Phone Worker” being used throughout our public website and web application (aka “web app”).

We want to be more inclusive and consider the broad scope of how iCarol is actually used by our clients by using terminology that actually reflects its full potential. It’s important that we do this so that our current customers feel their work is understood and respected by the iCarol team, but also so that potential clients understand that iCarol is the solution for them, and ensuring they don’t mistakenly think its capabilities are limited and can’t meet their organization’s needs.

What is changing?

After surveying our clients and having internal discussions, we have settled on some new terminology to transition to:

    Current term New term(s)
    Calls (as seen on the left main menu of iCarol) Contacts
    Call Report or Call Report Form Contact Form/Contact Record
    Caller Profiles Profiles
    Phone Worker Vol/Staff, Volunteer or Staff, Worker
    Caller Help seeker, Person in need, Client
It’s important to note that these changes are cosmetic only, and none of these changes should impact the way iCarol works or how you use the software to complete tasks.

When will these changes occur?

We have already begun making changes throughout our public website to reflect the broader scope of how people can and do use iCarol. You may also notice these newer terms on our blogs and other public-facing content, and they may be used by members of our team when they’re answering your questions or working with you on Support cases.

In regards to the iCarol software that you sign into and use each day, changing terms there will take longer to implement. We are still in the process of analyzing all the areas that need to change, and we will then decide what areas to prioritize and organize our efforts before any changes will begin. When we do begin changing terms in web app, you will find these changes will happen in phases and for a time there may be some inconsistencies, i.e. some pages use the new terms while others still use the old ones. We appreciate your patience through the process. When we know more about when you can expect to start seeing these changes in iCarol, we will communicate that on the blog and the iCarol Dashboard.

Read past blogs on this topic:

New feature: Scheduled Exports

iCarol offers multiple ways for you to retrieve the data you put into your system. You can use our Statistics area to access dozens of available-on-demand charts and graphs that present information that our clients most commonly need to meet their reporting requirements. You can also apply numerous filters to these reports, drilling directly in to uncover the desired information. This area is a sufficient source of information for most of your basic reporting needs.

But, we understand that others may want or need to run cross tabulations, pivot tables, or otherwise customize their reporting experience a bit further. Our users can extract their raw data files for further analysis in external programs like Microsoft Access or Excel, or simply export the data for offline storage. These data tables contain every last detail about activities like your shifts, volunteer and staff profiles, the records in your resource database, and contact records including the data from contact record text entry fields, among other activities.

Our philosophy is this: The data you put into iCarol is YOUR data— we are simply the stewards of it by keeping it stored and protected for you, and so of course you should have access to it as needed. Many of our users choose to go to the Admin Tools area of iCarol to export this data on a regular basis. However, this does require taking a few steps to initiate the download, then waiting for the export to complete before you can begin your analysis.

We’ve created an enhancement to the Admin Tools export area: Scheduled Exports. Using this feature, our users can schedule an automatic export to occur. This export can be delivered in your iCarol system just as the manual exports, or you can set a path to a S/FTP that you’ve provided for this data to be delivered to.

Each iCarol customer is allotted one free monthly scheduled export to use in their system.

This feature is also available as a subscription — you may add on several scheduled exports to your iCarol system for a nominal monthly cost. When you subscribe to this feature, you may choose from multiple time frames for the scheduled exports to occur: Weekly, Monthly, Quarterly, or Annually. If you find yourself needing to export information on a repeat basis throughout your reporting cycles, having these files exported automatically is a convenient and time-saving solution.

To add your free monthly scheduled export, log into iCarol and navigate to the Help area to read our detailed Help Articles with step-by-step instructions (simply search for “Scheduled Export”).

And, if you want to save even more time and have more exports automatically delivered on a recurring basis, open a case with the Support Team to get started!

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US Supreme Court declares federal ban on sports betting to be unconstitutional

A lot of you may be wondering about the potential impacts of the recent Supreme Court decision in Murphy v. National Collegiate Athletic Association. On May 14, 2018 the US Supreme Court declared the federal ban on sports betting to be unconstitutional. By repealing the Professional and Amateur Sports Protection Act (PASPA), the Supreme Court opens the door for any state to legalize sports betting. The National Council on Problem Gambling believes the ruling by the Supreme Court is the largest potential expansion of gambling in our nation’s history now that an additional 49 states have the opportunity to legalize sports betting. We believe the expansion of legalized sports gambling in the United States will likely increase gambling participation and gambling problems unless serious steps are taken to minimize harm.

Approximately 85% of Americans either gamble or approve of it. We know that there is already a vast amount of illegal sports betting occuring across America. And kids are already frequently exposed to parental gambling plus advertising and promotion for unregulated offshore gambling in media and online outlets. Expansion will likely increase availability and acceptability of sports gambling and thus increase participation, which may lead to more gambling problems. Unfortunately, this has not been uniformly accompanied by appropriate—or in some cases any—funds to prevent or treat gambling addiction. As a result current public problem gambling prevention and treatment services—especially for youth—are insufficient in most states and nonexistent in many. Approximately 2% of adults experience gambling problems, or approximately 5 million people. Gambling addiction is a rare but serious public health concern similar to other disorders that can ultimately lead to psychological, financial and legal problems. Additionally, gambling problems are strongly associated with increased incidence of suicide attempts, substance use disorders, and other behavioral health conditions. These social and economic impacts must not be ignored.

The NCPG Board of Directors issued a Resolution on the Legalization of Sports Gambling in February 2017 that included specific recommendations on preventing problem gambling and encouraging responsible gaming for three key stakeholder groups: legislators and regulators; leagues and teams; and the media. In March 2018 the Board followed up by issuing Responsible Gaming Principles for Sports Gambling Legislation. Over 20 states have filed legislation to legalize sports betting, few with the types of consumer protections we recommend. Sadly it looks like we may see a rise in gambling addiction over the next few years, which affects all of us.

About National Council of Problem Gambling

NCPG is the national advocate for problem gamblers and their families. NCPG is neutral on legalized gambling and works with all stakeholders to promote responsible gaming. If you or someone you know has a gambling problem in the United States, call or text the National Problem Gambling Helpline Network at 1-800-522-4700 or visit www.ncpgambling.org/chat for confidential help. We are proud to use iCarol for our text and chat program.

Guest blogger Keith Whyte has served as Executive Director of the National Council on Problem Gambling (NCPG) since October 1998. NCPG is the national advocate for programs and services to assist problem gamblers and their families.

Guest blogger views and opinions expressed are those of the author and do not necessarily reflect the official position of CharityLogic and iCarol

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iCarol Team in Dallas for User Group Summit and AIRS Conference

Beginning Sunday, June 3, several members of the iCarol team will be in Dallas, Texas for our annual User Group Summit followed by the Alliance of Information and Referral Systems conference. In attendance will be:

    Rachel Wentink, Vice President, Operations
    Polly McDaniel, Director of Business Development
    Crystal McEachern, Senior Product Manager
    Val Kozintsev, Development Team Manager

Sean Higgins, Executive Vice President of Cityview, the division of Harris of which iCarol is now a part, will also join us for the Summit and early portion of the conference so he can learn more about the information and referral industry and meet the 2-1-1 and other I&R clients we regularly work with.

We’ll start our time in Dallas with our annual User Group Summit, on Sunday, June 3 beginning at 9am. This free, all-day iCarol training is aimed at iCarol users and prospective customers with anywhere from beginner to advanced usage experience with iCarol. The day is a chance for our team to focus in on a few key areas of iCarol capabilities and teaching our users how to leverage their iCarol system for the biggest impact.

This year we’ll present two training sessions at the Summit. Our first session of the morning is called Build a Better Picture: Using iCarol Statistics. That session will help attendees identify their reporting needs so they can then build out their contact forms and work flows to support those needs. We’ll take users through an overview of iCarol Statistics with a heavy focus on the analysis tab of reports, discuss Met and Unmet Needs reporting, and talk a bit about how to access data for more advanced reporting needs.

Following a brief break, the second session of the morning is titled Do More Together: Are You Ready? and will focus collaboration with partners. There are a multitude of ways you can use iCarol to partner with both fellow iCarol users, and outside organizations that don’t use iCarol. The session will take attendees through the tangible steps to evaluate readiness and then prepare to communicate with potential partners about collaboration. Attendees will leave with an outline and use cases to help them begin to build successful sharing relationships.

Attendees will then be released for lunch on their own, and then we’ll reconvene at 1:45pm for a traditional User Group session. All are welcome to the User Group Session, even if they did not register for the sessions held earlier in the day. In the User Group session, we’ll share a summary of the enhancements made to iCarol in the previous year, and speak to the upcoming developments in the works and coming soon. We’ll gain feedback from attendees and use their account of trends, themes, and common requests to help us prioritize upcoming and future developments that will best meet the needs of our customers.

If you’re heading to Dallas and will be in town by Sunday morning, it’s not too late to register for the User Group Summit. You can learn more and register here.

From there, the AIRS Conference sessions officially begin on Monday morning. Attendees can come visit us at booths 103 and 104 where we’ll have some items to hand out, including a number of data sheet flyers on a variety of topics of interest to conference attendees, including resource data sharing, offering centralized intake, ensuring continuity of care, dispatching mobile crisis services, and information on iCarol data privacy and security. As always we’ll welcome your questions, comments, and conversation on what’s going on at your organization. We always enjoy the opportunity to talk to you about the projects and partnerships you’re engaging in and investigate how we could potentially contribute to that.

We hope to see you in Dallas!

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iCarol Attending the Child Welfare League of America Conference

From April 26th through the 29th, Polly McDaniel, Director of Business Development, and Rachel Wentink, Vice President, Operations, will be in Washington, DC for Child Welfare League of America (CWLA) Conference.

For nearly 100 years, CWLA has existed as a coalition of hundreds of private and public agencies that work to serve children and families who are vulnerable. Their expertise, leadership and innovation on policies, programs, and practices help improve the lives of millions of children across the United States, though their work makes a positive impact worldwide. They envision a world where every child will grow up in a safe, loving, and stable family, and focus on children and youth who may have experienced abuse, neglect, family disruption, or a range of other factors that jeopardize their safety, permanence, or well-being. CWLA also focuses on the families, caregivers, and the communities that care for and support these children.

We’re very excited to attend this conference for the first time in 2018. iCarol serves many clients who work directly in this space and use our solution to log their contacts with families and caregivers, and connect vulnerable families with resource information using the built-in service inventory that iCarol offers. So that we can continue serving them well and add more such agencies to the iCarol family, we’re eager to meet more of these organizations in person at the conference so we can continue to learn about their needs and see how iCarol might assist them improve the quality of life for children everywhere.

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iCarol at the AAS Conference

From April 18th through the 21st, Polly McDaniel, Director of Business Development, and Rachel Wentink, Vice President, Operations, will be in Washington, DC for the 51st American Association of Suicidology (AAS) Conference.

As we shared recently, iCarol is now a part of Harris Computer Systems as the flagship product for not-for-profits falling within the CityView portfolio of solutions. As such, we’re delighted to also welcome Sean Higgins, Executive Vice President of CityView, who will be joining us at AAS from Thursday through Friday of that week. Sean is eager to learn more about the industry iCarol serves and meet our customers, and we’re equally excited for all of you to meet him!

Our team will be at booth #202 in the Ballroom Foyer and you’ll also see us at many of the events and sessions, too. It’s important to us to learn about all the latest research, lived experiences, and the expanding needs of crisis centers as they work to build suicide-safer communities. We are looking forward to hearing about how things have been going for your organization, and the exciting initiatives you’ve had going on. We’d also enjoy the opportunity to answer any questions you may have about iCarol and talk with you about how our solution can support your suicide prevention service.

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iCarol’s Resource API Supports Open Referral’s HSDS 1.1 schema

We’ve long promoted the idea that data sharing can help our clients build coalitions and partnerships, make a greater positive impact in their communities, and create new revenue streams for the organizations. One way we’ve adapted iCarol to make this easier for them is to build support for the Open Referral data standard in iCarol. If you like, before you read about the announcements we’ll go over in this blog, you may wish to get a refresher course on what data standards are, how they make such collaboration possible across different software systems and databases, and why Open Referral in particular has been adopted in iCarol.

Today we’re excited to announce two new and exciting iCarol Resource API enhancements, which now extends support for the Open Referral’s HSDS 1.1 schema and a full list of resources. Both of these new enhancements are designed to help you with your sharing collaborations and to access new funding opportunities.

iCarol is the first major I&R Software vendor to support emitting resource data that is fully compliant with HSDS 1.1 and the HSDA specification. For over a year iCarol subscribers have had access to downloading resource files from iCarol in the HSDS 1.0 schema, but we are pleased to now announce support for an updated HSDS 1.1 schema in the iCarol Resource API! You can read more about this schema here: Human Services Data Specification (HSDS). This schema creates a common language for software applications to share information across platforms.

Our clients in current sharing relationships using our iCarol Resource API have also asked for a way to access a full list of all resources available in their system, or even better, to filter that list by records last updated. We are happy to announce a new Resource API feature allowing a simplified, unpaged list of resources to be returned allowing your data partners to better access and use your resources in external projects.

We know that the ability to share data and to collaborate with your partners both within and outside of iCarol is important to you. Sharing resources can also open up new revenue opportunities in your communities. If you would like more information about how iCarol can help you success with your sharing and collaborative projects, contact us — we are here to help!

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Registration Open for Annual iCarol User Group Summit

iCarol premier support package

On Sunday, June 3 in Dallas, Texas, members of our team will hold our annual iCarol User Group Summit. This Summit happens each year the day before the AIRS Conference sessions begin, and throughout the day we hold trainings on iCarol functionality of particular interest to the Information and Referral industry. We end our day with a traditional User Group session to discuss the latest enhancements to the software and the planned developments ahead. We also welcome your input and suggestions during this user group session, so that we can continue to evaluate and prioritize the enhancements currently on our development schedule.

If you’ll be at the AIRS conference this year, we hope you’ll join us on Sunday for this free event. Click the button below to learn more about the User Group Summit and register to be there!

Register Now

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Join our Live Demo of iCarol Live Chat and Texting

Have you been considering adding on popular and in-demand communication channels like Live Chat or Texting to your organization’s services? Are you curious to see how these channels are handled in iCarol, and how they fit seamlessly into the rest of the functions of the software? I hope you’ll join my teammate Mary and I for a live demo on Thursday at 2pm EDT so we can show you!

To find out more about this webinar and what we’ll cover, visit our registration page.

Learn More and Register

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The next chapter in the iCarol story

We’re excited to announce that iCarol is now a part of Harris Computer Systems — a software company focused on providing long term software solutions to local government, utilities, school districts, healthcare and other public sector clients. iCarol will be run as its own entity within the CityView portfolio of solutions.

More than 14 years ago, iCarol began with a simple idea that by introducing technology that was designed specifically for the unique needs of a not-for-profit helpline, the managers could improve the service delivery, the quality of the people, and ultimately the lives of help seekers. Founders Neil and Jackie McKechnie combined their mutual experiences in two very different worlds – volunteering at a Distress Centre and careers in the high tech industry – and built a solution that would go on to be used by hundreds of organizations and over 76,000 users worldwide. We’re very proud of our origin story and honored every day to serve the caring and selfless people who work at those organizations.

Just as we aim to empower our clients, joining Harris Computer Systems empowers our team and the iCarol solution to reach new heights. We feel that the deep market knowledge and not-for-profit industry experience at the iCarol level, combined with the infrastructure, guidance and business expertise of Harris, is a winning combination.

The iCarol story only gets more exciting from here, and we’re looking forward to all the new possibilities ahead. Becoming a part of Harris Computer Systems is the latest positive step for the growth of iCarol, and for the benefit of our expanding client base.

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