Our Innovation is Powered by Partnership
Trusted for Decades. Continuously Evolving.
For more than 20 years, iCarol has helped human services organizations deliver critical services to their communities. As technology, service models, and community needs continue to evolve, we continue investing in the platform, security, infrastructure, and partnerships that help our customers succeed.
Our Investments Focus On:
- Modern cloud infrastructure
- Security and reliability
- Product innovation
- User experience improvements
- Customer-driven development
- Professional services and strategic guidance
Built for Reliability and Security
iCarol is built on Microsoft Azure cloud infrastructure, providing the scalability, performance, and reliability organizations depend on every day. We continually invest in security enhancements to help customers protect sensitive information and support mission-critical services.
Modern Cloud Infrastructure
Built for Today’s Demands and Tomorrow’s Opportunities
iCarol is built on Microsoft Azure cloud infrastructure, providing the performance, reliability, scalability, and security organizations need to support critical services.
Our investments in cloud technology help ensure that iCarol remains resilient, responsive, and ready to support organizations of all sizes as their needs change.
Security and Trust
Protecting What Matters Most
Organizations trust iCarol with sensitive information and mission-critical workflows. That responsibility drives our ongoing commitment to security.
As threats evolve and expectations change, we continue investing in security enhancements that help organizations maintain confidence in the systems they use every day. Security isn’t a one-time initiative but a continuous process of improvement and vigilance.
Product Innovation
Expanding Alongside the Needs of Our Customers
The work of human services organizations has become increasingly complex—and so have the needs of the people they serve.
iCarol continually invests in new capabilities, expanded workflows, and innovative solutions designed to help organizations manage emerging challenges and deliver services more efficiently.
User Experience Modernization
Making Powerful Software Easier to Use
Our UX/UI modernization initiative reflects our commitment to improving the daily experience of the people who use iCarol every day. Through research, customer feedback, and modern design practices, we’re creating a more intuitive and accessible platform.
Innovation Guided by Customers
The most valuable ideas often come from the organizations using iCarol every day. Through advisory groups, customer surveys, user groups, and collaborative design partnerships, customer feedback helps shape product improvements and future investments.
We don’t just build software for our customers. We build it with them.
Customer Advisory Groups
Shaping the Future Through Customer Insight
iCarol’s customer advisory group includes not just organization leaders but those in all roles across their agency. These customers providing ongoing, valuable insights through monthly surveys that help inform product direction, uncover new opportunities, and ensure we’re focused on solving meaningful problems for the organizations we serve.
User Groups & Community Collaboration
Learning and Growing Together
At in-person and virtual user groups held throughout each year, iCarol staff lead educational sessions and collaborative discussions, while customers share ideas, discuss workflows, identify challenges, and learn from one another’s experiences.
These conversations help strengthen both our products and the broader community of organizations we serve.
Design Partnerships & Product Co-Creation
Designed With Customers, Not Just For Customers
We often invite customers to participate directly in the design process when developing major enhancements and new solutions.
By working closely with organizations that will ultimately use the product, we gain valuable feedback that helps ensure new capabilities align with real workflows, real challenges, and real needs. This approach helps us create solutions that are practical, intuitive, and valuable from day one.
Every Conversation Matters
Innovation Starts With Listening
Not every customer request becomes a feature, but every conversation helps us better understand the needs of the organizations we support. We’re committed to partnership and problem-solving.
Our goal is always to listen openly, evaluate ideas thoughtfully, and explore solutions collaboratively. Sometimes that means enhancing the platform. Sometimes it means identifying a workflow improvement, training opportunity, integration, or professional services engagement that better addresses the organization’s goals.
More Than Software
Choosing technology is important. Choosing the right partner is essential. Our team works with organizations to optimize workflows, explore integrations, support implementations, and identify practical solutions that help advance their mission. Whether the answer is configuration, professional services, training, or new functionality, our goal is helping customers achieve the outcomes that matter most.
Support Beyond Implementation
Partnership Doesn’t End After Go-Live
From implementation and onboarding to support, training, and future planning, our goal is to remain a trusted resource throughout the customer lifecycle.
Customers have access to training resources, knowledge base content, implementation specialists, and support teams dedicated to helping them succeed. We provide ongoing support, maintenance, upgrades, and continuous platform improvements as part of our service commitment.
Strategic Guidance
Helping Organizations Get More From Their Technology
Every organization operates differently. Our approach begins with understanding how our customers serve their communities, what their goals are, and where opportunities for improvement may exist.
We work collaboratively with customers to explore workflows, uncover efficiencies, and identify solutions that align with both organizational needs and long-term sustainability. Our focus is helping customers achieve their objectives—not simply implementing technology.
Professional Services
Supporting Unique Organizational Needs
Our Professional Services team works with organizations on specialized projects, implementations, migrations, integrations, and other initiatives designed to help customers maximize the value of their investment. Professional Services engagements are tailored to the specific scope and objectives of each project.
Custom Development
Every Conversation Starts With Understanding the Need
When someone bring us ideas for new workflows, integrations, or product enhancements, we engage thoughtfully, ask questions, and work to understand the desired outcome so we can explore potential solutions together.
We often engage in custom development projects. But, not every idea requires new development. In many cases, customers discover that existing functionality, professional services, integrations, or workflow adjustments can achieve their goals effectively. When custom development is appropriate, requests are carefully evaluated to ensure solutions are sustainable, secure, and aligned with long-term customer value.
Helping Organizations Grow and Innovate
Many organizations face budget and resource constraints when exploring new ideas. Through Technology Solution Grants and specialized services, iCarol helps customers evaluate new capabilities, expand their use of technology, and build capacity for the future.
Our Roadmap Approach
Roadmap Driven by Innovation and Insight
At iCarol, innovation isn’t driven solely by custom projects or individual requests—it is a core part of our long-term vision for supporting human services organizations. Our product roadmap is shaped by ongoing customer feedback, user groups, advisory councils, industry conversations, conference participation, and emerging trends across the sectors we serve.
By continuously listening, learning, and looking ahead, we invest in new capabilities, modernize the user experience, strengthen security, and develop innovative solutions that help organizations meet evolving community needs. The result is a platform that continues to grow alongside the industry, delivering value not just for today’s challenges, but for tomorrow’s opportunities.
Technology Solution Grants
Helping Organizations Innovate With Confidence
We understand that many nonprofit and community organizations face funding constraints when adopting new technology.
That’s why iCarol offers Technology Solution Grants that help customers explore expanded-use features and innovative approaches without upfront costs for a limited period. These grants give organizations the opportunity to build internal capacity, demonstrate impact, and create a stronger case for long-term funding and technology investment.
“One of the most valuable aspects of the grant was the opportunity to showcase the closed loop feature to our partners. Being able to clearly demonstrate the tangible benefits of this feature helped us make a strong case for their continued support. It provided transparency and measurable outcomes, which significantly strengthened our conversations around funding.”
– Maryam El-Hindi Diversion Manager
A Partner for the Long Term
For more than two decades, organizations have trusted iCarol to help them adapt to change, improve service delivery, and support their communities. Our commitment remains simple:
Listen to customers
Invest in innovation
Deliver practical solutions
Support long-term success
Frequently Asked Questions
Security & Reliability
iCarol uses multiple layers of security to help organizations protect confidential information:
- Data encryption: Sensitive data is encrypted both in transit and at rest to help prevent unauthorized access.
- Role-based permissions: Organizations can control who can view, edit, export, or manage client information through configurable user permissions.
- Secure access controls: Features such as multi-factor authentication, strong password policies, and configurable security settings help protect user accounts.
- Audit trails: Detailed activity logs track access to records and changes made within the system, supporting accountability and compliance.
- Secure infrastructure: iCarol is hosted in professionally managed data centers with continuous monitoring, regular backups, and disaster recovery protections.
- Completed SOC 2 examination and ISO 27001 certification
- Privacy and compliance support: iCarol supports HIPAA-related requirements, Business Associate Agreements (BAAs), and other privacy-focused practices to help organizations meet regulatory obligations.
Together, these safeguards help ensure client and contact data remains secure, private, and available when needed.
iCarol Data Centers are hosted by Microsoft Azure in redundant data center pairs in Canada and the United States, with multiple load balanced web-servers and failover support.
An organization’s data and iCarol system can be hosted in either Canada or the United States to ensure their system is hosted in the correct environment to align with their policies.
Yes. iCarol was built specifically for organizations delivering crisis and high-risk services, including 988 crisis centers, suicide prevention lines, and other mental health and crisis intervention programs. The platform supports the specialized documentation, assessments, referral, case management and follow-up workflows these programs rely on, and is used today by 988 centers, 211 networks, community navigation agencies, and crisis and mental health helplines across North America.
iCarol operates under a formal uptime service level agreement of 99.95% and actual uptime in 2024 was 99.99%. iCarol maintains a public status page at status.icarol.com, where customers can check real-time system status and see updates posted during any active issue. Scheduled maintenance is communicated to administrators in advance, and typically requires no system downtime. iCarol’s Microsift Azure-hosted infrastructure includes redundant, load-balanced servers with failover support designed to minimize disruption. In the event of performance issues or outages, technical teams are notified immediately so they can begin investigating the cause and restoring system performance. iCarol communicates with customers throughout outage or system performance incidents to keep users informed.
Yes. iCarol supports multi-factor authentication as part of its secure access controls, along with strong password policies and configurable security settings that organizations can tailor to their own security requirements and user roles. Single sign-on is also available.
Product & Innovation
Customer feedback directly shapes what iCarol builds. Through customer advisory groups, ongoing surveys, user groups, and design partnerships, organizations using iCarol help identify pain points, validate new ideas, and prioritize what gets built next — meaning the roadmap reflects real workflows and needs, not just internal assumptions.
iCarol is continuously updated as a cloud-based platform, with ongoing releases that include new capabilities and user experience improvements. Rather than large, infrequent version upgrades, customers benefit from incremental improvements delivered on an ongoing basis, informed by the advisory groups and feedback channels described above.
Yes. iCarol’s contact forms, data fields, resource records, and reporting can be configured to match your organization’s specific workflows, funder requirements, and accreditation standards (for example, 988 or Inform USA accreditation requirements). For needs beyond standard configuration, iCarol’s Professional Services and Custom Development teams work directly with organizations to build tailored solutions.
Yes. iCarol supports integrations with other systems organizations rely on, including telephony platforms, so contact center call information can flow directly into iCarol for documentation. Application Program Interface (API) are available for securely transmitting data from iCarol Contact Records to external systems. Bidrectional Resource API allows resource data to be imported into iCarol from external sources, or transmitted out of the iCarol hosted database to external and partner systems, third party applications, mobile apps, web searches, and more. Available integrations vary by organization and use case — our team can walk through which integrations make sense for your existing technology stack. Learn more about all your data sharing options with iCarol.
Partnership & Support
iCarol offers robust customer support available by ticketing system and live chat as a part of its standard subscription. All iCarol Customers have access to a dedicated Help Center with a searchable knowledge base, training videos, and a community area for sharing tips and submitting product ideas, plus a direct support ticketing system staffed by iCarol’s support team. Premier Support packages are also available for organizations that want an elevated level of service.
Yes. iCarol provides a dedicated Client Support and Implementation Specialist to guide organizations through initial onboarding, along with training resources, webinars, and knowledge base articles to help staff and volunteers get up to speed. iCarol utilizes an Agile Project Management approach to implementation working closely with the customer organization to break the implementation into milestones with checkpoints working towards a go-live and cutover from legacy systems to iCarol.
Yes. Beyond the software itself, iCarol’s team works with organizations to understand how they serve their communities and identify opportunities to improve efficiency — whether that means reconfiguring existing features, adjusting workflows, adding training, or exploring a Professional Services engagement.
iCarol is purpose-built for nonprofit human services organizations — not adapted from generic call center software. That focus shows up in features built around contact documentation and risk assessments, resource and referral databases, volunteer and staff managment and scheduling, closed-loop referrals, and compliance needs specific to crisis, 211, and social service programs, combined with a customer-driven development process where advisory groups and user communities directly shape the roadmap.
iCarol and Non-profits
Yes. iCarol was built specifically for nonprofit and community-based human and social services organizations, including helplines, distress centres, crisis centers, and social service programs — not repurposed from generic business software.
iCarol supports a wide range of organizations, including crisis and mental health lines, 211 and community navigation services, victim services programs, older adult and caregiver support agencies, child care resource and referral organizations, addiction and recovery services, immigration and resettlement programs, and LBGTQIA2S support.
Yes. iCarol is designed to support organizations running multiple programs at once — for example, a crisis line and a 211 service operating in one blended center, or multiple regional offices — within a single system, with configurable permissions and reporting that can be tailored to each program’s needs.
Yes. iCarol offers Technology Solution Grants that let qualifying organizations try expanded features without upfront cost for a limited period, along with eBooks, guides, webinars, and case studies to help organizations evaluate new capabilities and build a case for long-term investment.