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!
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!
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.
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.
As we move further into the new year, we are committed to continuing our focus on expanding and updating our Help Library. With that in mind, we’d like to call out to you for help and ask for your feedback and direct input. We’re asking for this feedback in a variety of ways and we’d love it if you participated in one, or all of them!
First, we’re calling out for your custom iCarol Training Materials that have been created at your organization! We’re looking for any type of training manuals that have been created for iCarol, for example to teach your users how to document interactions in iCarol, or to teach your resource editors how to maintain resources in your database. The information you send us will be kept confidential, and will only be used for planning purposes. If you’d like to share any iCarol training materials with us, and provide any feedback about existing training materials, please have a designated Support Contact submit a case with your manual(s) included as an attachment.
Second, we made this survey about your custom iCarol training materials and the existing training available in iCarol. This survey is meant to be filled out by any iCarol user and should only take about 5 minutes to complete. We’d love if you could take a few minutes to fill out the survey and tell us what you think!
Third, we have launched a “Help Panel Pilot” in the iCarol Ideas Portal as a possible new way of making training materials available to you.
Notice the ‘PAGE HELP’ button that appears along the right side of the iCarol Ideas Portal page.
When you click the button, a pop-out appears explaining ‘What is the iCarol Ideas Portal?’ which includes links to additional training materials about the feature.
Within this Help Panel there is another survey for you to give us your feedback specifically about the pilot project and let us know what you think! This pilot and survey are also meant to be used by any iCarol user so please don’t hesitate to share your thoughts! Please note this pilot is currently only available to iCarol systems on NA0, our default iCarol servers; you can identify if your system is on NA0 because the URLS for all pages in iCarol will begin with “webapp”.
All of this information will be used to help us prioritize what training tasks should be prioritized this year, based on what you think will make the biggest impact. Your thoughts and opinions about this matter since you are the ones who use the materials the most, so thank you in advance for anything you can add to help us with this goal of continuing to make our iCarol training materials even better!
Happy Pi Day! What’s that exactly? Remember geometry and learning about finding the area and perimeter (aka circumference) of circles? To get your calculation correct, you need Pi in your equation. You might also see pi as the Greek letter “π”. It’s the ratio of the circumference of a circle to its diameter — which is always approximately 3.14159… (it’s actually been calculated to over one trillion digits beyond the decimal point!).
In the US and some other countries we write our dates in a MM/DD/YY format so today, March 14th, is 3/14 — Pi Day! And even though most other countries write their dates in a DD/MM format, today is generally accepted as Pi Day worldwide since there are only 12 months. If you’re nerdy like me, you can read more about Pi Day here. Yes, it’s a real thing. Yes, it has its own website.
In honor of Pi Day, here are 3 interesting uses of pie charts in iCarol.
1. A Bird’s Eye View
Use Pie Charts to give you a sort of broad overview of how the numbers or percentages are shaping up for a certain sub-category of your contact form. Or, use it as an overview of your location breakdowns.
In the Analysis tab of Statistics, when selecting Chart Type, you have two Pie Charts to choose from, either Caller Issues and Demographics (which will start by showing you all the Categories on your contact form) or Caller Location.
The resulting charts are below. If you selected the Caller Issues and Demographics chart you get this broad overview of your contact form Categories.
And if you selected the Location pie chart you’ll see a high level look at the geographic location entries.
2. Drill down to get more detail
Once you’ve got that high level pie chart available, you can click on pieces of the pie to drill into the data below. Drilling into a Category will then show you the sub-categories that are available. These sub-categories are the Groups or questions asked within each category on your contact form. On a location chart, drilling into the State or Province piece of the pie will show you the county level information.
If we take our Caller Issues and Demographics chart above and drill into the mauve colored “Issues” category, we’ll see the Issue choices of sub-categories.
If we click on the “Mental Health/Counseling” piece of the pie, we’ll drill down to the lowest available level, which are the field choices or answer options within that sub-category. These are the items you may find in the drop-down or list of check box choices on the contact form.
As mentioned, if you drill further down into the location pie chart, you’d get the counties breakdown. So if I click on Nevada, I’ll see the Nevada counties chosen.
Clicking on Eureka county shows me how the city numbers shape up for that county.
3. Percentage vs. Count
Remember if percentages aren’t really your thing and you’d like to see a count instead, just click the “Total Count” option for any of the pie charts shown.
Now that I’ve told you a bit more about pie charts in iCarol, I suggest you go celebrate Pi Day in the truly best way possible — enjoy a piece of real, edible pie.
You may have heard of something called the GDPR, which comes into force May, 2018, and might be wondering what it stands for, and what it means. While my personal favorite for the acronym is Grateful Dead Public Radio, an Internet station located in Baltimore, Maryland, in this context, GDPR actually stands for General Data Protection Regulation.
What is the GDPR? A regulation which will be enforced in the European Union (EU) starting on May 25, 2018. It will broaden the definition of personally identifiable data and will strengthen enforcement for its handling. It also gives individuals (called “clients” in this blog, in GDPR documentation referred to as “data subjects”) the power to request copies of any personally identifiable data you track about them, and the power to ask that it be removed from your system.
Before I move to specific details about the GDPR, let me cite a best practice, true for any country on the planet. If your organization doesn’t need your clients’ personally identifiable data for your business processes, don’t ask it and don’t log it even if it is offered. Use shredding (described later in the blog) to remove personally identifiable data after a set period if this practice aligns with your business process. (See the Data Minimisation section below).
iCarol customers own their data 100%. We, at iCarol feel very strongly that any organization should have the right to access their own data. We, as your data stewards, bear some responsibility in ensuring we process only the data to which your clients give permission, and that we both need to put processes in place to keep it secure. At all times, you have the ability to export your data and can delete or modify the personally identifiable data about your clients.
Locations affected: Some have asked us if they are affected by the GDPR even if they are not in the EU. If you work with clients in the EU, then yes, you must adhere, even if your organization is located in North America, or any other location outside the EU.
Location for data storage: Does the GDPR require personal data from clients in the EU to stay in the EU? No it does not. There are no new restrictions on the transfer of personal data outside of the EU. However, there should be more central coordination in place to oversee data activities, and there are rules regarding the following areas:
Consent: You must explicitly, in a very clear manner, ask for consent to track any data about the client. You’ll need to explain what you’d use the data for. We strongly recommend you add a question to your contact forms, also referred to as call report forms, if you don’t today indicating the client has given consent. Since you can add guiding language to a contact form, you might consider wording the question as your legal team specifically suggests, and make sure your volunteers and staff ask it exactly as worded. If you use chat or text, use the pre-chat or pre-text survey to explicitly ask the question.
Data Minimisation: Organizations can collect only the personal data that is adequate and relevant to the intended purpose. As we stressed above, if you do not need personally identifiable data from your client for your process, do not ask it or log it. For instance, if you do not need a social number or other uniquely identifiable data, don’t ask it and log it thinking you might need it later.
Accuracy: The data about a client must be accurate, which means it must be kept up to date if it is retained. Your client has the right to ask for changes if they feel data is inaccurate. Rights to edit submitted contact forms, also known as contact records, can be granted to iCarol volunteers and staff, or your iCarol Administrator(s) can edit the record. Administrators also have the right to edit client profiles, as can volunteers and staff if you grant them the rights.
Retention of data: Personal data must be kept only for as long as it is needed to fulfill the original purpose of its collection. Since iCarol provides a “shredding” feature to remove personally identifiable data within your logged records, we strongly suggest considering deploying that feature. If you’re unfamiliar with the feature, please see the section below on it.
Security of the data: There are a variety of ways to secure the data. iCarol takes the security of your clients’ data very seriously. While the GDPR does not require encryption, personally identifiable data is encrypted within iCarol “in transit” (when it is traveling from a volunteer or staff member’s device to our servers in the data centre), and “at rest”, when it is saved in the database. A number of other security provisions are also in place to protect the data. Should you need more information on this area, please contact me at to schedule a conference call.
Data Access: As noted above, your clients have the right to ask for transcripts of any of their personally identifiable data which is logged in iCarol. You may print out logged records and print them to PDF. We strongly suggest sending them in an encrypted email, or storing them on a secure FTP site for your client to log into to retrieve them. Later this year, iCarol will release the ability to password protect the PDF. You’ll also want to share with them any profile data you may have stored about them, which is accessible by exporting client profiles, which is available to any Administrator of your iCarol system.
Right to Erasure: Your client has the power to request erasure of their data in your system. It’s important for you to devise a business process on how to handle an erasure request from a client. Using iCarol’s shredding feature can assist in ensuring that very little personally identifiable data exists in your system, and using the search feature for contact forms and profiles can enable you to find it very quickly. iCarol Administrators have the right to delete submitted forms and client profiles.
What is Shredding? Shredding is a feature within iCarol which removes personally identifiable data within contact records. Phone numbers, addresses, names, and any data in a text field is removed from the database when it is shredded. An example of what appears in place of the data is shown below:
iCarol Administrators can turn the feature on in the Admin Tools/Calls tab of iCarol, which schedules the automatic shredding. We already have a range of timeframes you can select in order to shred the data, based upon the age of the contact record. Shredding allows you to maintain the data in dropdown and checkbox questions in your submitted contact forms for reporting purposes, while protecting data privacy for your clients.
As mentioned above, we at iCarol take the security of your data very seriously, as we know many of you work with subject matter that is highly sensitive and which must remain private. We provide the tools you’ll need to protect that data for your clients, to give both you and them peace of mind.
“Net neutrality” is a term you’ve likely heard in recent months, but did you know that the repeal of these regulations could directly and negatively effect crisis services, suicide prevention, and other aspects of this industry’s online presence and serving consumers on those channels?
Beau Pinkham, Director of Crisis Intervention Services at the Crisis Center of Johnson County, recently penned an article on this topic on his organization’s blog. If you attended our recent webinar you know that Beau is well-versed in providing services online, and the technological hurdles crisis centers must navigate in delivering these services. He writes, in part:
Volunteers at The Crisis Center answer about 30,000 crisis contacts each year. About half of those are calls to the 24-hour hotline and half are chats. Soon, chat will surpass phone calls as the primary mode by which people in crisis get help. Demand is at an all-time high but nationally, only 9 percent of chats are answered.
At IowaCrisisChat.org, we are just beginning to find new, innovative ways to close the gap; but the FCC changed the rules and we are losing control.
What we built over the last decade is under threat. This entire system, like much of the web, was built with the assumption of open, equitable Internet in which everyone can participate. The FCC tearing net neutrality apart literally puts lives at stake.
Our next webinar is coming up on Wednesday, March 7th at 1pm EST. Traditional competency frameworks are very much based on employment and paid career opportunities. But what if these frameworks could be applied to volunteer work that could help volunteer coordinators, managers, and others identify the best potential volunteers for a position?
That’s the topic that our presenters, Laura Mayer and Liz Barnes, will discuss in our webinar. They created a volunteer competency framework that helps identify and define a high performance volunteer, and refines the recruiting process to predict which candidates will perform successfully and stay with the agency for a long time. The framework helps take that “gut feeling” you may have about who will be a great volunteer during their interview, and put its into a measurable format.
About Our Presenters:
Laura Mayer, Director, PRS CrisisLink
Ms. Mayer is the Program Director at PRS CrisisLink, a 24-hour crisis hotline, textline and telephone reassurance program serving northern Virginia and the District of Columbia. PRS CrisisLink is a program of Psychiatric Rehabilitation Services, Inc. and exists so that individuals living with mental illness, substance use disorders, mild intellectual disabilities, autism spectrum disorders, and anyone who faces life crises can achieve safety, personal wellness, recovery and community integration. Ms. Mayer is a graduate of George Mason University’s Community and Global Health program and has brought cost effective and evidence-based suicide prevention programming to the local community. In 2014, Ms. Mayer partnered with the local public mental health system to provide crisis texting to the Fairfax County Public School System and the surrounding communities. Ms. Mayer is a member of the National Suicide Prevention Lifeline Steering Committee, Suicide Prevention Alliance of Northern Virginia, the Fairfax County Youth Suicide Fatality Review Team and mental health promotion workgroups in several jurisdictions. Ms. Mayer is a certified Applied Suicide Intervention Skills Trainer, Suicide Survivor Support Group Facilitator and holds certifications in suicide risk assessment, domestic violence danger assessments and mental health first aid. She has been interviewed and featured by Comcast Newsmakers and NBC4’s Changing Minds Campaign.
Ms. Liz Barnes is the Assistant Director, Plans and Policy at the Department of Defense Suicide Prevention Office. Her portfolio responsibilities include developing suicide prevention, intervention, and postvention policies, guidance, and strategic planning, as well as the Department of Defense lead for the Veterans/Military Crisis Line and BeThere Peer Support and Outreach Call Center. Ms. Barnes served in the United States Army for nine years in the Ordnance Corps and Adjutant General Corps and had a variety of assignments at the installation level, National Guard Bureau, and Army Staff. Since 2009, Ms. Barnes has worked in the Under Secretary of Defense for Personnel and Readiness in a variety of positions focusing on personnel policy, human resources, and congressional affairs. In 2012, Ms. Barnes was selected to assist in the integration efforts of the Department’s recommendations with the Military Compensation and Retirement Modernization Commission. Ms. Barnes is a Board member at Psychiatric Rehabilitation Services (PRS) Inc. and a volunteer hotline and textline crisis worker and core trainer at Psychiatric PRS CrisisLink, in northern Virginia. Ms. Barnes established and co-leads a suicide bereavement support group that fills a gap in services for suicide loss survivors ages 18-24 years old in the Washington Metropolitan area. Ms. Barnes is also an Applied Suicide Intervention Skills Training (ASIST) Trainer. Ms. Barnes holds a Bachelor’s Degree from McDaniel College in Sociology and a Master’s Degree from Georgetown University in Human Resources Management.
Helplines Partnership (HLP) is an important membership body for organizations that provide helpline services in the UK and around the world. They facilitate high quality service delivery to callers by providing training, a Helplines Quality Standard, and tailored support. HLP also raises the profile of the helpline sector by representing their members’ interests and influencing the social policy agenda. For over 25 years, Helplines Partnership has supported its members to deliver a quality service to vulnerable people when they need help the most.
HLP held their Annual Conference on November 30, 2017. The Conference this year was themed around “Life’s Journey” and held in London. It provided an opportunity for helpline professionals to network with one another, find inspiration and rejuvenate purpose and energy from the speakers and seminars presented. The conference also served as the place setting for Helpline Partnership’s Annual General Meeting, and Awards Ceremony recognizing achievements of member helplines in several categories. More than 120 people attended the conference this year, representing 40-50 helplines from HLP’s membership.
Following a welcome by Chair Sophie Andrews, the day began with its first ever International Member Showcase featuring Wida Yalaqi, founder of Afghanistan Capacity Development and Educational Organization (ACDEO). ACDEO is a helpline in Afghanistan, which works to improve the well-being of all Afghans by developing social welfare and promoting a better quality of life. Despite the great work done for women’s empowerment in Afghanistan, the vast majority of the Afghan population remain unaware of the rights afforded to women within the Afghan constitution. This prompted Wida, (an Afghan native who received her higher education in the UK before moving back to Afghanistan in 2005), to found the organization. They offer counseling, mental health support, advice on self-protection, consultation with a religious scholar if desired, and referrals to ground-based service providers. In the few years since its 2013 inception, ACDEO has helped more than 56,000 families with legal advice and counseling, and connected more than 2,000 callers with legal, protection and health services. Among their key accomplishments is the improvement of community perceptions of women’s rights.
For many attendees, the international showcase proved to be one of the most fascinating and awe-inspiring parts of the day. Hearing about the unique challenges faced by this helpline’s staff, and the high quality of services delivered by them in the face of some seemingly insurmountable odds was admirable. In addition to the typical challenges all helplines face, ACDEO must overcome obstacles like making connections with people, particularly women, who live in extremely remote and rural provinces. They are often illiterate and completely cut off from resources the rest of us take for granted, such as Internet access. Because their work is considered controversial within the framework of local culture, the staff face threats to their safety and must take many precautions just to carry out their work each day, navigating bomb threats and evacuations. Taking all this into account, it’s clear to see just how courageous and committed these helpline staff are in carrying out their work to improve the lives of Afghans.
With the conclusion of the international showcase, it was time to move to the seminars. Debbie Sadler spoke on behalf of Unlock, a national charity that provides a voice and support for people with convictions who are facing stigma and obstacles because of their criminal record, often long after they have served their sentence. Debbie spoke about the evolving ways in which clients wish to reach them, often dependent upon demographics. This discussion gave a chance for members to reflect on how much they are also seeing demands for alternative channels, which helps to inform Helplines Partnership of the training needs of their members as well.
The second seminar was presented by Emily Hodge of Coaching Emily. Emily is an ex-NHS and charity professional health psychology specialist and coach, and cancer survivor. She supports people moving forward from cancer and places a focus on gentle living and well-being. Emily’s seminar was particularly suited to the “Life’s Journey” theme of the conference. It was very helpful to attendees as far as the discussion of resilience and self-care needed to be effective helpline workers, given some of the vicarious trauma and personal toll that helping others can have on helpers and carers. Group exercises and discussion were a key part of Emily’s presentation.
Speaker Elizabeth Burton-Phillips MBE, who doubled as awards presenter, is the founder of DrugFam, an organization providing support to families of those struggling with drug and alcohol addiction. Elizabeth shared her personal journey as the parent of twin sons addicted to heroin, and the painful loss of one of her sons to the addiction, while the other is now in recovery. Elizabeth told her story, which many who have loved someone struggling with addiction, particularly parents, could identify with. As a secondary school teacher working in a nice community whose sons went to a private school, she never imagined drugs or addiction would be an issue. She spoke about the fact that addiction can touch any family, regardless of income, class, race, or other factors. As her sons’ substance use progressed, Elizabeth found herself making decisions out of love and wanting to provide her sons with comfort, but realized that in the end her actions were not what was truly best for her sons and actually enabled them instead. Her book Mum, Can You Lend Me Twenty Quid? What drugs did to my family explores the impact that drugs have had on her family, and serves as a reminder to families battling addiction that they are not alone. She founded DrugFam in order to help families going through similar experiences, and her charity work earned her the award of Member Of The Most Excellent Order Of The British Empire.
Elizabeth also hosted the Helpline Awards ceremony where six charities received honors in six different categories. iCarol sponsored the award for Best Innovative Use of Technology. You can read more about that here!
Chrissy B aka Christoulla Boodram, television personality and mental health advocate, participated in the conference by speaking alongside several of the guests including Dr. Audrey Tang, resident Psychologist on her program. Chrissy B’s show is dedicated entirely to mental health and wellbeing and is the UK’s only TV show with this as its sole focus. Chrissy B and her guests lead the conference participants in her signature Mental Health Dance Challenge providing all conference goers with the chance to have a little fun while being reminded of the importance of good mental health. The show was recorded and aired on Sky 203 on Monday 23 January 2018. You can watch the show featuring the HLP conference below, or visit Chrissy B’s YouTube channel.
The day ended with a keynote by Claire Lomas MBE. Claire was working as a chiropractor and had reached the highest level in the equestrian sport of eventing when a tragic accident left her paralyzed from the chest down. The adjustment after this drastic and life-alerting event was obviously an immense challenge for Claire, and it was hard not to dwell on all she had lost. While there were many dark days, she managed to dig deep to find the strength and courage to completely rebuild her life with renewed goals and focus.
Claire became headline news worldwide in 2012 when she walked the London Marathon in a pioneering robotic suit, which took a grueling 17 days and raised £210k for Spinal Research. She became the first owner of a robotic suit and used it when she had the honor of lighting the Paralympic cauldron in Trafalgar Square. In 2013 Claire completed a 400-mile hand-cycle around parts of England, visiting schools on the way to inspire students, and raising another £85k supporting the Nicholls Spinal Injury Foundation.
Claire is a woman who never stops reaching for the next achievement. Believing that there will soon be a cure for spinal paralysis, in 2014 and 2015 she organized a series of events that took the fundraising total to over £500k, securing her place as one of Britain’s most inspirational women. She completed the Great North Run in 2016, and last summer she became the first paralyzed female with a motorcycle racing license.
Though a split second altered the course of Claire’s life forever, she emerged from the darkness to find new and immeasurable ways to contribute to the world. Claire’s keynote address left the audience emotional and inspired.
As you can hopefully see from this recap, the day was considered a resounding success by organizers and attendees alike. Feedback included praise such as:
“Very relevant and inspiring” “This is the best Conference I have attended” “Fantastic, funny and moving”
To learn more about Helplines Partnership membership and other information, you can visit them online, and follow them on social media: