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Software for 211 Centers

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211 is an invaluable resource for information and referrals to health and human services, and connections to aid in the wake of disaster.

In a time when reliable, accurate information is more important than ever, iCarol empowers your 211 service to be a leader for trustworthy information and referral in your community. iCarol also empowers you to participate in partnerships where you can leverage your skills, services, and data to bring new opportunities to your organization.

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How We Help

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Information and Referral

Your 211 center is a trusted source of information and referral in your community, connecting people with the services they need.

iCarol’s resource database framework is highly flexible and configurable, with enhanced tools 211s need like Taxonomy integration, quality updates and data sharing.

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Contact and Client Management

Keeping records and documentation of your interactions with consumers is the key to good customer service as well as accurate data and reporting.

With iCarol’s configurable Contact Forms, you can document each interaction and collect consumer data for your reports. For clients or repeat user of your services, iCarol Profiles keep demographic and other chosen data consistent with each interaction, and preserve an ongoing record of the client’s needs, referrals made, and more.

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Meet People Where They Are

Voice calling is on the decline and more people each year are preferring to communicate by Text/SMS or online. Meeting people where they are and on the channels they prefer ensures more people get the assistance they need.

With iCarol, you can provide services through Live Chat, 2-way SMS/Texting, accept applications or intakes online, and enable consumers to browse your community resource database or service provider inventory on the web.

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Collaborate with Community-Based Organizations

211 is known for finding the right providers to help a person in need, but often making the referral isn’t where 211’s participation ends. Closed-loop referral and actively partnering with community-based organizatons is becoming more common in an effort to better coordination, improve the continuums of care in the community, and address Social Determinants of Health.

With iCarol you can make direct referrals to your partner agencies and share data and outcomes in a closed-loop. Create waitlists and maintain service provider capacity information, with all involved parties updating progress and outcomes along the way.

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Disaster Response

Regardless of the nature of the emergency, 211s play a large role in any community’s disaster plan. Local governments often partner with and advertise 211 during disasters as a place to contact for non-emergency information and referral. Information about shelters, emergency food or water drops, road closures, and vaccine clinics are just a few examples of the information that 211 relays to the public in an emergency.

iCarol helps your 211 respond to disaster with tools that aid in collaboration and responsiveness.


Hear From Your Peers

“The iCarol team was helpful, informative, and patient working with our organization to understand what all the iCarol system could do to help make our jobs easier. They had a comprehensive understanding of our needs and helped walk us through customizing features to make the system work more effectively for our program. Thank you again for helping us and teaching us! It will make a huge difference in how we run our program!”

– Deborah T., Contract and Community Relations Supervisor, 2-1-1/LIFE LINE

“We’ve been very impressed by the responsiveness and professionalism of the whole iCarol team. Deploying one software solution for 211 Canada-wide poses many challenges. These have been tackled both creatively and sensitively by a company truly committed to help us take 211 to an entirely new level.”

– Bill M., Executive Director

“After using iCarol for many years now, we can’t remember how we got along before the switch! Having real-time statistics and the ability to make changes to the data we collect allows us to be responsive to funders and our community. Thanks, iCarol!”

– Suzi B., Division Director, Community Support Services, 2-1-1 Western Maryland

“Can’t say enough about how responsive your team has been.”

– Myrna H., Executive Director

“The iCarol team was very attentive to our transition needs from RFP to implementation. Our dedicated iCarol project manager for the transition was a pleasure to work with and did an excellent job of keeping things on track!”

– Tanya B., Senior Vice President

“iCarol empowers us to do what we want with our data.”

– Scott R., Director of Data Solutions

We look forward to learning how we can help your organization thrive and grow!