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Why are we so good at what we do?

When a new helpline joins iCarol and our support team begins assisting the helpline staff through their trial and eventual implementation, there’s one piece of feedback we hear often: “Your team really ‘gets’ what we do!”

We never get tired of hearing that! It’s important to us that our helplines know how much we value your work, your industry, and the help seekers that use your service. We understand that whether you’re transitioning to iCarol from another software provider, or just getting started with helpline software, it helps to be working with people who truly understand your business.

That’s why as a company, iCarol believes in employing team members that can understand and relate to your experience. Many members of our team come to us with a background in the helpline industry.

As we get closer to presenting our first ever Summit, a day-long event filled with intensive iCarol training sessions held just before the AIRS Conference, we wanted to introduce you to the members of our team with Information and Referral backgrounds who hold AIRS certifications, including those who will be on hand at the Summit and the AIRS Conference. Haven’t signed up for our Summit yet? Click here for more details and to register!

Click here to see the full Summit Agenda.

* This team member will be at the AIRS Conference playing an active role in iCarol’s first ever pre-conference Summit.

Carmen Lovas, Manager, Client Support and Implementation

Carmen Lovas Carmen Lovas joined the iCarol team in 2012. Her current position is Manager of the iCarol Client Support and Implementation Team. Prior to her employment with CharityLogic, she was employed for 7 years at an agency who offered both crisis and 211 services to the public. Her focus was on 211 services, and she held the Certified Referral Specialist certification from AIRS. Carmen believes that 211 services are under-utilized by the public and therefore wishes to help iCarol clients learn and use the iCarol software to the best of their ability to support raised awareness of these services so more people can get the help they need.

Crystal McEachern, Associate Product Manager*

Crystal McEachern Crystal McEachern volunteer then worked at a blended crisis and 211 programs for five years in various roles. During that time she was the Resource Department Supervisor and was responsible for the oversight and management of the local and provincial 211 Referral Database. Crystal also earned her Certified Resource Specialist designation through AIRS and her Certified Crisis Worker credential through the American Association of Suicidology. Crystal started with iCarol as a CSIS in January 2015 and is excited to be part of the Product Management team at iCarol.

Crystal says, “I think I&R is important because there is so much information in this world, having someone available to help navigate through all the information noise to find authentic and trustworthy information is priceless. I know from personal experience how overwhelming trying to find the right information, at the right time can be, so I am glad to help I&R centers be that responsive and trusted source of information.”

Polly McDaniel, Director of Business Development*

Polly McDanielPolly worked at The Institute for Human Services’ 2-1-1 HELPLINE program for nine years in various roles, but most recently as Operations Manager, overseeing operations of the contact center and the resource department. During that time, she also helped many other 2-1-1’s and specialized information and referral organizations across the country with various Project Management and consulting projects. She has been with iCarol since July, 2016 in the role of a Client Support and Implementation Specialist, helping iCarol users to best use their system to meet the mission of their organizations. Polly has also participated on national task groups, provided training at the national and state levels and served as the Resource Track Manager for the AIRS Conference for the past three years.

She is very often seen responding to AIRS Networker posts encouraging participants to be “part of the conversation” that helps keep the I&R industry moving forward as she is passionate about helping to further our industry. Polly is extremely excited to be part of the upcoming iCarol Summit, where these conversations will be held face-to-face!

Christa Knox, Client Support and Implementation Specialist*

Christa KnoxChrista previously worked in a Crisis and 2-1-1 center in Baton Rouge, LA for eight years before joining the iCarol Client Support and Implementation Team. In her previous position with the Crisis/2-1-1 center, she managed the agency’s entire AIRS Accreditation process, creating and implementing numerous policies and procedures in order to meet AIRS standards, and was the secretary for the Louisiana AIRS affiliate board. Christa first became a CIRS in 2010 and a CRS in 2011 and held them each for five years. She is in the process of renewing those certifications again. She presented an AIRS conference session last year on creating a customized Incident Command System for I&R agencies to use during disaster response activities. She’s very excited to attend her fifth AIRS conference, now as an iCarol representative.

Diana Yovanovich, Client Support and Implementation Specialist

Diana YovanovichDiana worked for Inland Empire United Way 211 (San Bernardino County) for over 8 years in various roles, but most recently as Data and Research Manager, overseeing the Resource Department. During that time, she participated in collaboratives and partnerships at a County and State level with other 211’s and stake holders. She has been with iCarol since July, 2016 as a Client Support and Implementation Specialist, assisting iCarol clients to best use their iCarol system to meet the mission of their organization. Diana has held the AIRS Resource Specialist Certification since 2009.

Mary Kruger, Client Support and Implementation Specialist

Mary Kruger Mary Kruger is a new Client Support and Implementation Specialist and came to iCarol from 2-1-1/LIFE LINE in Rochester, NY. She started as a counselor before moving to a position in the resource department. She holds AIRS CRS and CIRS certifications.

Below you’ll find a first look at our Summit Agenda! We’re very excited to share these details with you. Please note that our agenda is not yet fully finalized, we reserve the right to make some small adjustments to our schedule and content. Not signed up yet? Click here for more details and to register!

Summit Agenda FINAL


Dana (She/Her/Hers) 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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