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Key benefits of iCarol for Lifeline and Crisis Center Work

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Many of our clients participate in the National Suicide Prevention Lifeline. The Lifeline is a network of over 160 crisis centers in the U.S. These centers take calls and chats from all across the country, focusing on suicide prevention. These free and confidential services provide crisis support and community resource referrals, 24-hours a day.

Members of the Lifeline network follow proven protocols and guidelines to ensure safe outcomes for those in crisis. Whether you offer crisis services and/or are part of the Lifeline network, protocols and guidelines are critical to the success of your program. Ensuring they are easy to follow not only gives you better outcomes for those in crisis, but makes it easier for your staff and volunteers to do their important work.

I’m often asked by members of the Lifeline network and others in the field doing crisis center work why they should choose iCarol. Very simply put, iCarol is the expert in helping not-for-profit helplines set up their technology, to best support the protocols mentioned above.

In my experience managing a not-for-profit helpline who took calls for the Lifeline, as well as helping iCarol clients do the same, here is how iCarol can help:

  • Messaging built right in! Volunteers and staff sign into one system—iCarol—to handle calls for your agencies, calls for the Lifeline, and even chats for the Lifeline, or your own chats or texts. Read more here.

  • A live risk assessment gauge, developed by the Lifeline for iCarol, calculates suicide risk in real-time, and provides instructions on the next steps with each risk level. Learn more about this tool.

  • Intelligently designed call report forms allow for different ‘paths’ for your call takers. Example: If the call is a Lifeline call, a set of questions appears appropriate for that. Or, if the call is for a different program your agency takes calls for, have a different set of questions pop up.

  • Worried that your workers aren’t following certain protocols for imminent risk callers? Take what is described above a step further to make the response(s) required or not. This reduces error, as well as can provide crucial guidance about next steps for the call taker in tense situations.

  • Help your workers to provide referrals to community resources, designed in a very easy-to-use interface, even for a worker who is only there a few hours a week can use.

  • Provide staff feedback—right in iCarol—to the call taker. This feedback can be private, or visible to all. Perhaps they did not follow a certain protocol of the Lifeline, or another program appropriately. We give you the industry’s best way to provide them this feedback. It alerts them when they log in, to read their feedback, and then tracks it when they do!

  • Legal lock of call reports: Did something happen on an interaction that may be subpoenaed or looked into more? You can put a legal lock on it to ensure that no one, even the administrative users in your system, can make changes to it.

Hands down, iCarol is the best solution to support your work with the Lifeline, or other programs.

Want to learn more? Start a free trial or contact me.

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Eliisa Laitila

Eliisa comes from a background managing a not-for-profit helpline, with a focus on the Lifeline, survivors of violence/crime, addictions and follow-up/coordination work with hospitals and partners.

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