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Contact Management

Customizable forms allow calls, chats or other types of contact to be logged and organized within iCarol for easy and secure access and analysis.
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Contact Management

Document Contacts

Tighten up your service delivery with an efficient system for logging client interaction content and times, locating referral information quickly while on a call or in-person visit, and effectively analyzing helpline data for accurate reporting.

Contact Form Editor

You have near-complete control over the content of your data collection forms. You can set up the exact data fields and arrange those fields how you’d like on your data collection forms.

Follow Ups

Schedule follow-ups to advocate for your callers and track time spent on these call-related activities.

Profiles

Keep track of your repeat callers and other clients with Profiles that give updated instructions to your volunteers and staff, so they can always be sensitive to current needs and issues.

Flexible Public Web Forms

iCarol supports contact with your community through a variety of channels including calls, live chat, texting, web searches of your resources, and more. Another way you can engage with your community is through Flexible Public Web Forms that the community can access on your website. Use them to offer intakes, screenings, service applications, and more.

Multiple Contact Forms

Create multiple contact form types for the different services or programs at your organization. When it comes time to document any interaction, use a form that documents the specific and necessary information for that contact.

Linking Forms (e.g. Assessments)

Create a link from one Contact Record to another in order to keep track of related calls — such as a main intake call that leads to a suicide assessment.

Quality Surveys

Conduct follow-up quality surveys a few days or a few weeks after an call, to assess whether the service was useful, for quality assurance, or outcome gathering.

Manager Feedback

With the ability to make comments and suggestions directly in contact records, you can give your volunteers and staff feedback to help them continually improve their skills (and by extension, your service).

Searchable and Printable Contact Records

Search contact records using multiple parameters in order to find specific records. Compile up to 100 records into a list that can be downloaded as a searchable PDF.

Outbound Calls

Many helplines arrange to have someone on their team call people on a regular basis to check on their welfare. iCarol makes it easy to coordinate these programs.

Built-in Assessment Tools

Our powerful assessment tools will help your volunteers and staff feel supported, equipped, and confident when working with callers at risk for suicide, homelessness, or becoming a victim or perpetrator of abuse. These customizable assessments can be tailored to assess risk in any number of different areas of concern. Built-in gauges weigh risk according to your own criteria.

Telephony Integration

Collaborate with iCarol to integrate your call handling/telephone system directly and seamlessly into your iCarol system.

Testimonials

Gryphon Place
Kalamazoo, Michigan, USA
"We use iCarol for some of our contracts. It is the best piece of software that we use. Their support exceeds that given by the other vendors in the I and R world." - Bill P, Executive Director