From Wednesday, October 17 through Friday, October 19, Rachel Wentink, Vice President, Operations, and Mary Kruger, Client Training Coordinator, will attend the National Crisis Center Conference in St. Louis, Missouri.
The conference theme is “Gateway to Gold: Setting the Standard” with a focus on best practices for optimum success of the attending organizations and their clients. This year’s conference will offer sessions in two tracks focused either on Systems or Centers, with several workshops that satisfy both.
There’s no better group to speak to best practices than the two entities presenting this conference, CONTACT USA (CUSA) and the National Association of Crisis Organization Directors (NASCOD). Both organizations 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 Mary and Rachel will be on hand throughout the conference to answer your questions and talk about how iCarol can help. We look forward to seeing you!
From August 29th through 31st, Polly McDaniel, Director of Business Development, and Eliisa Laitila, Solutions Expert Team Lead, will both attend the 2018 National Sexual Assault Conference (NSAC) in Anaheim, CA.
We first attended this national conference in 2017, though organizations that address sexual violence and help sexual assault survivors have long been a part of the iCarol family. Our first experience at NSAC last year was exciting and inspiring; we were thrilled by the number of talented and passionate advocates we met. They do invaluable work toward awareness, breaking the silence around rape and sexual assault, preventing violence, and helping survivors heal. In the year that followed we welcomed a number of new organizations serving this space into the iCarol network of users. We’re eager to attend the conference again this year so we can meet more people doing this amazing work, reconnect with those we met earlier, and show everyone some of the latest solutions we offer to enhance service delivery to survivors.
So, if you’re going to be at the NSAC conference, please stop by our booth in the Platinum 5 exhibit room and say “hello.” 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.
The iCarol Assessment Gauge is a highly configurable feature that is included with your core subscription to iCarol. It is most commonly used to assess two different situations: Eligibility or Risk.
What is it?
The Assessment Gauge is a series of questions you can embed into your iCarol Contact Form. Potential answers to each question are presented in a matrix format. Behind the scenes, the answers for each question have a weighted score. As a specialist goes through the assessment and marks an appropriate answer, these answers help form an overall quantitative measurement of either risk or eligibility, depending on how the form is being used.
The way you use and setup the Assessment Gauge is entirely up to your organization. Some examples of situations in which your organization might make use of the Assessment Gauge could be, but are not limited to the following:
Eligibility Assessment Examples:
- Follow-Up Eligibility
- Health Insurance Enrollment Eligibility
- Tax Assistance Eligibility
- Mobile Crisis Team Referral Eligibility
Risk Assessment Examples:
- Mental Health Intake Priority
- Suicide Risk Assessment
- Disaster Risk Assessment
- Domestic Violence Assessment
- Homeless Diversion Program Assessment
This feature has been available for several years in iCarol, however we have made updates to the tool with the Contact Forms V5 Upgrade, including:
More user friendly with an updated look
Faster response as you answer questions
Scrolls with the page instead of being stationed in the top right corner
You can choose to add the Assessment Gauge directly within an existing contact form:
Or create a new related form for assessments that only take place during a sub-set of your interactions.
You could also add the assessment in both contexts; one on the original or “parent” form, and others on related forms. It’s important to note that there can only be one assessment on each iCarol Contact Form.
How it works
As users answer the assessment questions, the gauge moves up or down depending on how the answers are weighted, something decided and set up by your organization. Below is an example of how a set of questions in a suicide assessment may add up to create the gauge shown below. Based on the weights of the answers, this person was assessed as being very high risk.
To learn more about this feature and learn how to get started with setting it up in your system, read this help article and have a designated Support Contact from your organization submit a case requesting assistance.
At iCarol, we’re constantly rolling our new features to our software, as well as enhancements to existing features. To ensure you’re up-to-date on all the latest you can do using iCarol, we regularly hold Enhancement Review Webinars so we can share information about those enhancements with you.
Our next webinar is coming up soon — July 17, 2018 at 3pm EDT. We hope you can join us! For those who would like to attend but cannot, we will have a recording available.
Learn More and Register
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:
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.
|Calls (as seen on the left main menu of iCarol)
|Call Report or Call Report Form
||Contact Form/Contact Record
||Vol/Staff, Volunteer or Staff, Worker
||Help seeker, Person in need, Client
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:
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!
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
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!
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.
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.