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iCarol Helps Mental Health America of Virginia Consolidate Systems and Improve Service Delivery

We are excited to welcome Mental Health America of Virginia (MHAV) to the iCarol family of customers. The oldest mental health advocacy organization in Virginia, MHAV works closely with service providers and peers to complement an individual’s recovery from trauma, mental illness, or addiction. MHAV provides a variety of programs to the community, including a Warm Line telephone service for anyone in Virginia who needs a listening ear or wants resource information.

MHAV chose iCarol to help them improve service delivery and administrative workflows within their warm line program. Using iCarol, they can now consolidate their documents, files, and referrals to a single system, allowing their warm line staff and volunteers easier and more efficient access to the information they need to serve consumers of the program. They plan to enhance their team cohesion as a result of having all their communications being carried out within iCarol rather than using a number of disparate external programs. The categorization and searching capabilities within the built-in resource/referral database will enable warm line staff and volunteers to quickly find the best resources for callers.

iCarol is also helping MHAV meet unprecedented demands placed on their agency by COVID-19, when mental health and wellbeing is a paramount concern to everyone. The global pandemic has required them to be able to staff up as needed to meet growing demand for emotional support, and with iCarol they’ll be able to more quickly onboard new volunteers.

Of their partnership with iCarol, MHAV staff and leadership shared:

“The warm line team loves using the iCarol platform to do their work. They rave about how user friendly it is to complete Contact Forms, view shift schedules, communicate with each other using the internal chat feature and the ease of engaging in text message conversations with people who prefer texting support. As the warm line manager, I love using the platform for the same reasons including the ease of running reports in real-time, viewing and providing feedback to the team, making schedule changes and being able to get support from the iCarol team quickly. The service has enabled us to better serve Virginians with the support they need during these extremely difficult times.”

— Cheryl DeHaven, MHAV Warm Line Manager


“I enjoyed working with the iCarol team throughout the implementation process – very professional, timely, and accommodating.”

—Bruce N. Cruser MSW, Executive Director

To learn more about Mental Health America of Virginia, visit www.mhav.org.

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Dana

Dana joined the iCarol team in 2013 after 12 years of direct service and administrative duties at a blended 2-1-1/crisis intervention/suicide prevention center. As the Communications and Social Media Manager at iCarol, you'll find her presenting Webinars, Tweeting, Blogging, Facebooking, and producing other materials that aid helplines in their work.

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