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Follow-up Activities

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Follow-up Activities

Best practices deem that one-time contacts aren’t always enough to truly help a consumer. It’s common for organizations to establish follow-up practices to continue checking in with a consumer following the first interaction. This could include checking in about safety plans or continuing risk assessments, ensuring that a client was able to make an appointment as planned, or to conduct quality assurance tasks like completing satisfaction surveys.

Regardless of the reason, iCarol’s workflows help you complete your follow-up activities in both manual and even automated methods.

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With iCarol You Can:

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Follow up with Consumers

Human service organizations have a number of reasons for following up with help-seekers beyond their first interaction, including:
  • Ongoing safety planning
  • Completing additional risk assessments
  • Checking on the status of linkage with referred agencies
  • Conducting quality assurance surveys
  • Discussing any unmet needs or new needs of the consumer
  • Collecting outcome information
  • Finalizing enrollment in programs
iCarol’s follow-up workflows are so flexible and configurable, you can use them for any type of follow-up activity. You can even require that a follow-up activity be scheduled if certain criteria are met, for example calls regarding suicide or safety concerns.
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Schedule Follow-up Activities

It’s easy to schedule a follow-up contact with a client using iCarol. Follow-up activity modules can be added to any Contact Form to collect important information such as:
  • The date and time of the follow-up
  • The follow-up method (e.g. Phone, Email, SMS/Text, etc.)
  • Confidentiality/Safety information. For example, if the client doesn’t answer, is it okay to leave a voicemail? Is it okay to speak to a 3rd party who may answer the phone?
  • The subject of the follow-up contact
  • Instructions for the staff/volunteer completing the follow-up
  • Should the follow-up be attempted by any available volunteer/staff, or should a specific volunteer/staff be assigned?
Instructions such as these better ensure follow-ups are completed as directed.

Attempt and Complete Follow-up Activities

You can choose the best ways to collect data and track your follow-up activity attempts and completions.

Most iCarol users decide to document completed follow-up activities on a new Contact Form, taking advantage of all the available advanced data collection options. Others choose to take brief notes. iCarol has flexible options and configurations for either scenario!

Search For and Find Appropriate Services

When helping a client you’ll access your resource database to find appropriate referrals for their situation. Resource records can be assigned categories or Taxonomy terms to describe what services they provide, and geographic coverage areas they serve, to be sure your search will find the best resource for the situation.

Report on Follow-ups

A record of all follow-up activities and the data contained within are available to export on demand any time!

You can also generate a Follow-up Activity report in the iCarol Statistics module that outlines data such as:

  • Follow-ups Initiated
  • Follow-ups Attempted
  • Time spent on Follow-up Activities
  • Count of types of Follow-ups (e.g. Phone, Email, SMS/Text)
If you document your completed follow-up contacts in a Contact Form, you can take advantage of all the statistical analysis and export capabilities related to Contact Forms for more complext data collection and reporting.

Automated Follow-up Processes

For some contact centers, high volume and staffing concerns prevent them from following up with help-seekers at the level they’d like. That’s a problem we set out to solve with iCarol’s Automated Follow-ups tool. This tool enables you to conduct more follow-ups with your community, while saving staff time and effort.

Schedule a Demo of Automated Follow-ups
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With Automated Follow-ups You Can:

  • Set a schedule for follow-up emails or SMS texts and have iCarol deliver them automatically according to your timelines
  • Encourage help-seekers with periodic check-in texts
  • Remind consumers you’re there to help with resources or listening support
  • Send requests for consumers to complete surveys to meet your quality assurance requirements
  • Text or email links to assessments they can use to let you know how they’re feeling
  • Schedule periodic friendly reminders if a requested survey or assessment isn’t completed
  • Set a date to have follow-up activities close automatically after a certain period
  • And much more!
Learn More About Automated Follow-ups

Learn more about how iCarol can help your organization!