Crisis Center Software

Document Contacts and Perform Assessments

iCarol’s Contact Documentation solutions enable you to collect all the important knowledge and data about a help seeker using configurable forms, with complete design and editing control at your fingertips. You can decide what is collected, what fields are required, the collection format and much more. Within these forms, insert instructional text or scripting to guide your staff, and have certain questions pop out only when triggered by certain criteria entered into the form, all which help your staff save time and more easily focus on listening to the person in need, while collecting the information they need to ensure a safe and successful outcome. To aid you in assessing a help seeker’s risk, add any number of related forms used for the purposes of suicide risk or safety assessment, eligibility screening for services, and more. Embed risk gauges into these forms to show your staff a visual measurement of calculated risk and guide them to the appropriate action based on your policies. iCarol has worked with national suicide prevention organizations and as a result have professional templates available based on those organizations’ expertise to help get you started, including the Columbia-Suicide Severity Rating Scale (C-SSRS) and others endorsed by the Lifeline (US) and Canadian Suicide Prevention Service. Once completed, these forms are available for reporting in your system, and can also be securely shared with your partners if the help seeker is going to receive services like crisis stabilization or a mobile crisis team visit. Read more…  |  Read less.

Meet People Where They Are

Contact centers of all kinds are noticing a decline in voice calls and higher demand to receive services through communication methods like Live Chat, SMS/Texting, or self-service tools through an organization’s website. This can be especially true for people in crisis, who may be scared or having a difficult time deciding if they are ready to reach out for assistance. For many a Live Chat or SMS/Text conversation may be an easier first step than making a voice call. Using iCarol, you can invite your community to engage with your service digitally and even help them explore available community resources online. Offer tools such as online screenings and intakes that allow help seekers to request services, while keeping collected data and information consolidated to one technology platform. Use iCarol to manage all types of contacts whether those contacts arrive by voice call, or Live Chat, or SMS/Text. Regardless of incoming communication channel, the interactions and data collection have the same consistent look and flow, making it easy for your staff to engage and more from one type of interaction the next seamlessly and spend less time on their documentation and more time listening and helping. Read more…  |  Read less.

Dispatch Mobile Crisis Teams and Coordinate Care

Communities are learning that comprehensive crisis response is best in the hands of professionals who will respond with empathy and care while deescalating the crisis and helping connect a person with resources to help them. Crisis centers will often begin their initial conversation with someone by voice call or text, and then determine that their help seeker may benefit from an in-person visit from a crisis intervention specialist. Using iCarol, you can dispatch crisis intervention teams (CIT) or mobile crisis professionals to a help seeker’s location for in-person care. Collect all the necessary information to make the warm referral to the CIT and then securely pass that intake information using one of our available secure methods. iCarol tools also allow you to assign a help seeker to a dashboard where their case can be triaged and shared directly with the CIT or Mobile professionals through a secure Provider Portal. Read more…  |  Read less.

Provide Follow-up Care

Numerous studies and research have shown that providing follow-up care to a person who is in crisis or suicidal helps them stay safe and participate in recovery or other action plans developed to help them. Follow-up care can take many forms including phone calls, SMS/Texting conversations, or home or office visits. Crisis centers typically follow-up with people who have previously contacted them, or with those who visited the emergency room/emergency department or walk-in behavioral health centers as a part of a partnership with those organizations. Crisis centers are uniquely equipped to provide follow-up care because they have well-trained staff, often operate 24 hours per day and can contact the person in need on whatever schedule that person desires, and they have the ability to connect someone with other resources or interventions as needed. iCarol has built-in tools that enable the crisis center to schedule these follow-up interactions, remind staff to conduct the follow-up at the scheduled date and time, and document these follow-up interactions when they occur. If these follow-up activities are part of a partnership with an emergency department or other provider, iCarol has a number of available methods to collaborate and pass necessary information between the partner and crisis center in order to provide follow-up care. Read more…  |  Read less.

Didi Hirsch Suicide Prevention Services

California, USA

“iCarol is the most innovative and comprehensive software for helplines. Their team has been incredibly easy to work with.”
– Lyn M., Director

Community Crisis Services, Inc.

Maryland, USA

“I was skeptical about switching to another data program that wasn’t going to do what we really needed to do – iCarol isn’t like that. Its customizable and awesome to work with. All our volunteers and staff love it and scheduling and supervision have never been easier.”
– Tom B., Deputy Director

Suicide Prevention and Crisis Services of Yolo County

California, USA

“iCarol helped our agency improve our caller documentation, allowed us to communicate even more effectively with our crisis line volunteers, and provided statistical analysis and reports. There were many more convenient features we had not expected!”
– Ting Ting, Crisis Line Program Director

Agora Crisis Center

New Mexico, USA

“I want to be sure that other Center Directors know about iCarol. It’s easy to use and volunteers are excited about it.”
– Molly B., Executive Director

Grassroots Crisis Intervention

Maryland, USA

“You and your support staff are more like partners on the journey to help our clients than someone we do business with.”
– Brian Y., Director