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Crisis Center of Tampa Bay goes live with iCarol

In 2009, the Crisis Center of Tampa Bay / 2-1-1 set out to select a new software system. In addition to meeting all of their existing requirements (like conformity to the AIRS / 2-1-1 standards, robust call logging and statistics), they wanted to gain service capability and efficiencies by consolidating most or all of their programs into one system.

With 2-1-1 Tampa Bay taking over 100,000 calls per year and Crisis Center of Tampa Bay now looking into using the iCarol system across several different programs, it was important to choose a modern system built to help them manage their staff and volunteers with a robust “people management” component and online shift scheduling capabilities.

As well they wanted the option to deploy future enhancements like live chat, telephony integration and seamless data transfer with partners like the National Suicide Prevention Lifeline.

So late last year, they began in-depth evaluation of a particular software package they’d heard a lot about from peer agencies, and we’re pleased to announce they have converted to iCarol fully in April 2010. “We have been working with the iCarol Team for a while now through the research process and then the roll-out process, and we continue to be absolutely amazed at the abilities of the system and the helpfulness and dedication of the iCarol team” says Debra Harris, the Director of 2-1-1 Tampa Bay.

In addition to fully transferring their resource database, we also imported over 100,000 past calls so they have continued access to those records for information and statistical purposes. And by working closely with their evaluation and implementation team, we tuned iCarol so that their staff would quickly feel comfortable working with it in their daily tasks.

“Since the iCarol system is a very user friendly and intuitive system, training on the system has been a breeze. As we worked together to customize and roll-out the system, the iCarol Team has always been completely informative and reassuring every step of the way” adds Debra. “Our experiences with iCarol have been outstanding to date and we highly recommend iCarol.”

About 2-1-1 Tampa Bay

Our 2-1-1 Call Center is a blended center that provides both crisis counseling and information and referral services to Hillsborough County, Florida. We are also the Statewide Substance Abuse Hotline for all of Florida. We handle over 100,000 calls per year and we provide our services 24 hours per day, 7 days per week.


iCarol is your help line software company that is here to make your job easier as Executive Director or leader of a non-profit contact center. Whether you have a crisis, help or 211 referral line, we are here to help you help more people in your community. Read more…

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