New Tools for Finding Follow-ups and Surveys DueWe understand how important the follow-up process is at your helpline. There are many different reasons to follow-up with a help seeker after your initial conversation has ended. Safety planning and ongoing contact with support systems are extremely important for people who are having thoughts of suicide. Or perhaps you’d like to see if the referrals a caller was given were able to help them. Many centers also use a follow-up call as an opportunity to conduct a satisfaction or quality assurance survey.
Whatever reason you are following up with a client, our follow-up activity within a call report form makes it easy to schedule these follow-ups. You can collect the important information you’ll need to conduct the follow-up call, not just the person’s name and phone number but important information to preserve confidentiality, like knowing whether or not it’s okay to leave a voicemail, or to say where you’re calling from if a third party answers the phone. Your volunteers can even sign up for an email notification to tell them a follow-up call has been scheduled and assigned to them. There’s also a handy “inbox” on the main calls page where they can quickly navigate to the list of follow-ups that are scheduled.
With our next release we’ll be launching improvements to the pages that list Follow-ups and Surveys due. Those pages, as always, are accessed from the Calls menu. Here are highlights of the changes, which you’ll see soon:
- New arrows on the top bar let you change the sort order of each column: call report form number, due date, client name, phone worker, assigned to, and subject.
- To make the date column sortable, that’s now in YYYY/MM/DD format.
- A new search box lets you more quickly find the call reports you need by typing in a search term.
- You can still reassign followups, but it looks a little different — the pulldown is gone. Instead, please just click on the “assigned to” name, and then you’ll see the list of names from which you can choose.
We hope this enhancement helps save time in your daily work; making it so you can quickly and efficiently find the information you need when conducting follow-up interactions.
Tags: helpline challenges, Helpline software, Helplines, iCarol enhancements, iCarol Features, information and referral, suicide prevention