New Caller Profile Tools

Dana May 20, 2015 211 and Resource Referral, Helplines, iCarol Features, Enhancements, and Updates

You may have noticed some new tabs and tools recently added to your Repeat Caller Profiles. Here’s a look at what they can do.

Referrals

The Referrals tab shows the most recent referrals from your resource database that were attached to Call Report forms filled out for this caller. They’re listed with the most recent referrals at the top, and older referrals further down the list. Clicking on the Date will take you directly to the finished Call Report where this referral was attached. Clicking on the name of the referral will take you directly to that resource record.

This is a quick way to see what referrals have recently been suggested to your caller, so you can ask them if those referrals have been helpful, or prompt discussions about progress in their situation or treatment plans.

Follow-ups

The Follow-ups tab shows approximately 50 of the most recent Follow-up Activities scheduled on Call Reports filled out for the caller. The view here shows the Date on which the Follow-up is due, Status, and Subject line for a quick summary. Like the Referrals tab, each Date is a clickable link that will take you directly to the Call Report form where this Follow-up Activity was assigned.

This can be useful in a number of ways, because even repeat callers can benefit from follow-up calls. Some experts have suggested that receiving a call directly from the helpline during times of high stress or crisis can help repetitive users of the service better respect boundaries or comply with call limits. This list provides a quick way to see how many activities are set up for this caller, the frequency at which they’re being scheduled, and whether they’ve been completed or not.

Public Resource Directory Activity

Each caller profile has a field where an Email can be entered.

We can also enable the capability for visitors to your Public Resource Directory (PRD) to create accounts and save lists. (Contact our Support Team if you’d like to have this enabled for your PRD)

If this client were to create an account on your Public Resource Directory using the same email indicated in their profile, information about when their PRD account was created, when they last logged in to your PRD, and their saved Resource records is shared on the Website tab of the profile.

If you’d like to track this information for any PRD user, our Support Team can set up a process where each new PRD account created will automatically create a Caller Profile in your system. Just ask us to enable this capability for you.

We hope you’ll enjoy using these new features of the Caller Profile. If you encounter any questions, please reach out to the Support Team for help.

Tags: Follow-ups, helpline challenges, Helpline software, iCarol enhancements, iCarol Features, information and referral, Public Resource Directory

Dana

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.