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Posts Tagged ‘211’

iCarol’s new Automated Verification Response Screen

Recently, the responses screen in the automated verification tool has been updated and expanded to add more tools to make it even easier for you to manage your verifications. Please read on to learn more about the tools now available on this screen.

The screen is laid out in a table format, with several columns of information. You can reorder any of the columns (alphabetically or by date, depending on the data in the column) by clicking the up or down arrow beside the name of each column. In the upper right hand corner of the screen, there is a search box, so you can search for particular data by resource name, resource type, date, email address or a person’s name.

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You will note there is a column titled “Assigned To”. When an individual sends a verification request, that request and the subsequent responses are assigned to that person. In this way, you can divide the responsibility for automated verification requests and responses between several people. Using the check boxes next to the Resource Name and the “Reassign” button at the bottom of the screen, you can reassign the responses to another worker if you wish. Please also note there is a Delete button at the bottom of the screen. You can use the check boxes next to the Resource Name and this button to Delete particular responses if you wish.

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Also at the bottom of the screen, there are some settings you can use to filter the data in the table. To access these settings, click the link “Show settings”. “Show Verification Responses for” allows you to filter the list to show only those verification responses assigned to you, or those assigned to everyone. “Show Verification Responses in” is used to filter the responses according to what status they are in. The definitions of the statuses are:

Pending A verification request has been sent, but the verifier has not responded yet.

Responded The verifier has submitted (responded to) the verification request sent to them, but the response has not yet been approved by someone at your agency.

Completed The verification response has been approved by someone at your agency.

“Include the following fields in the Results” will only appear if you are using custom resource fields. These custom fields will appear in a list so that you can filter the responses list to only include those resource records with the chosen custom field.

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Finally, in the top left corner, you can determine how many entries you would like to see per page. The default is 10, but you can change this to 25, 50 or 100. If there are multiple pages of results, you can move through each page by clicking “previous”, “next” or a page number in the lower right hand corner.

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Mental Illness Awareness Week

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People face many barriers on the path to receiving mental health care. Some of the most common are:

  • Properly recognizing the signs and symptoms of mental illness
  • Knowing where to go for help
  • Availability of services
  • Cost of accessing services
  • The stigma associated with accessing the service
Stigma continues to be one of the toughest barriers to take down.

Every day people are still made to feel ashamed for having a mental illness in spite of these being legitimate medical issues. We’d never dream of making someone with cancer feel as though they did something to “deserve it.” We couldn’t imagine looking at someone with diabetes and telling them that taking medication everyday to stay healthy wasn’t normal. I can’t comprehend telling someone with a broken leg, “If you put your mind to it you can walk without using crutches.” And yet these are the attitudes that those living with mental illness are still facing every day. Some people still fail to see the medical legitimacy in mental illness, causing many to be too embarrassed or ashamed to seek help.

Courtesy of SAMHSA below are some suggestions for messages to share the helps reduce stigma:

Support People with Mental Illness –
Society needs to understand that people with mental illness are not the “other,” they are our family members, friends, neighbors, and co-workers. They deserve understanding and support.

Learn More about Prevention –
Behaviors and symptoms that signal the development of a behavioral health condition often manifest two to four years before a disorder is present. Effective prevention and early intervention strategies reduce the impact of mental illness.

Help is Available –
Treatment and mental health services are available and effective. Local crisis lines can be a wonderful source of emotional support and an access point for referrals to professional mental health treatment. If they are in crisis or suicidal, Americans can call the National Suicide Prevention Lifeline at 1-800-273-TALK (8255). Canadians can dial their local crisis centre if they are suicidal or in crisis. Local helplines, crisis lines, and distress centres, or 2-1-1 Information and Referral lines can also be excellent sources of support and referral.

Recovery is Possible –
Most people are able to successfully overcome or manage mental illness, including serious mental illness, with the right treatment and support. Spread the message of recovery.

So during mental illness awareness week, I hope that we’ll all recommit ourselves to educating others about mental illness, and continue to chip away at that stigma. Helplines are on the front lines of this fight. Every day, people who haven’t yet talked to their doctor or a loved one about their symptoms choose to reach out to a helpline. Being greeted with the understanding, knowledge, and validation that helpline workers provide plays a huge role in reassuring someone that it’s okay to seek help.

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Changes to AIRS Problems/Needs Categories

If you use the “AIRS Problems / Needs” categories, there will be a small change to them coming with our next update of the taxonomy. AIRS announced they are splitting “Housing and Utility Assistance” into two separate categories: “Housing” and “Utilities”.

When you subscribe to the 211 Taxonomy in iCarol, you get the benefit of automatic updates and maintenance to the taxonomy about once per quarter, helping you stay current and meeting AIRS accreditation standards. Our next taxonomy update will be in early October 2014 so when that is completed, you’ll see this new Problems/Needs category change reflected in your iCarol system.

Once the change is in place, you can continue using any number of statistical reports on Problems/Needs to track and report on these issues, like this one showing the Problem/Needs categories with the current category breakdowns.

AIRSPNReport

Our Taxonomy updates take care of things like adding new codes or replacing codes that have been retired by AIRS. With the October update we will apply the changes to the needs categories, and we’ll automatically and retroactively place previously collected needs into the new appropriate categories, making your annual reports fall in line with what is being requested by AIRS.

If you’re a current iCarol user and have questions about what it means to use Taxonomy in iCarol, check out our videos found in the ‘Help’ section of your iCarol system. If you have questions or want to add Taxonomy to your iCarol system, log a case with us and we’ll be happy to work with you!

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How Agency, Program, and Site structure displays

In iCarol, we offer a resource structure, or hierarchy, called Agency, Program, Site. If you’d like to learn more about this structure, you can download our guide about this information. The Agency – Program – Site hierarchy in iCarol follows the structure recommended by the Alliance of Information and Referral Systems (AIRS) and is most often used by those agencies using the AIRS taxonomy. Using this structure, at the 3rd or 4th level, (the 4th level being programatsite), has an effect on which information is displayed when viewing agency and program records within iCarol.

An agency is a legally recognized organization that delivers services. (edit screen identified by a grey ribbon) The agency is the main location of the resource where the administrative functions occur, where the organization’s director is generally housed and where it is licensed for business. An agency may or may not deliver direct services from this location.

Sites are the physical locations (eg. branches) from which clients access services provided by an agency. (edit screen identified by blue ribbon) If only one locations exists, all information may be stored in the agency record. If multiple sites exist, then ALL information recommended for Site must be stored there, since those fields will be displayed instead of the agency version.

The display hierarchy is: Program-at-Site (if using) Site / Program (if using)/ Agency (if a piece of information exists at all three levels, Site info will display

A service/program record describes the types of assistance/service an agency delivers to its clients. (edit screen identified by green ribbon) If only one program exists for an agency, all information may be stored in the agency record for that resource.

Program-at-Site contains specific details about a program that are available at a site. (edit screen identified by beige ribbon)

It is helpful to understand what information from which type of record (agency, program, site or programatsite) will display so you can made educated decisions on what information to place in each record so that referrals given to your callers as an accurate as possible.

Our Support Team can provide you with an Excel document that shows what information will be displayed when viewing agency and program records. There are two tabs in the Excel document, one for those using the three level hierarchy (agency, program, site), and one for those using the 4 level hierarchy (agency, program, site, programatsite). If you’d like us to send you this document, please open a Case with support using the Case Management tool found in the Help section of your iCarol system.

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Calculating your resource database’s “complexity”

We mentioned recently that at this year’s AIRS conference a workshop called Resource Database Assembly: The Next Generation provided some inspiration in making a measurement available within iCarol that calculates the complexity of your resource database. We have now added this tool to iCarol.

Resource Complexity is a concept first suggested by several AIRS luminaries. By using approximations, it is used to calculate how complex your resource database is and how many hours per year it would take to manage them using the AIRS standards. For each Agency record, it gets 1 point for every Site record and 2 points for every Program record belonging to it. The Agencies are then grouped by their point score into the following categories:

Simple: 0-10 points
Moderate: 11-20 points
Difficult: 21-40 points
Complex: 41 points and higher

Once grouped and counted, you then assume an average number of hours per year for a trained worker to manage those resources, as follows:

Simple: 1-5 hours (average of 2.5 hours)
Moderate: 5-10 hours (average of 7.5 hours)
Difficult: 10-20 hours (average of 15 hours)
Complex: 20-40 hours (average of 30 hours)

With the total number of hours calculated to manage your entire database, you can then estimate how many Full Time Equivalent employees you may need to manage your database. There are 2,080 hours in a standard work year (40 hours per week for 52 weeks) but the hours available to an employee are usually less than that to account for vacation, sick days, training, meetings and other administrative work that will reduce their hours available to do resource database management.

Resource Complexity

To use this tool, simply navigate to Statistics and click on the Resources tab. The values for the assumptions of Resource Database Complexity described earlier obviously greatly affect the calculations. They have been in use by a major US 211 center since 2009, who claim they very accurately predict workload. Your own results may vary. If you would like this tool to allow you to modify these assumptions, you can contact our Support team using the Case Management tool found in the Help section of your iCarol system.

A large chunk of time spent managing records according to AIRS standards involves keeping those resources up-to-date. When records are regularly checked for accuracy and updated, you know your clients are receiving helpful, good information. This reduces the frustration and feelings of being overwhelmed experienced by those who may already be in crisis or an otherwise difficult situation. Even a database full of records rated as “simple” will take thousands of work hours to manage.

If you check your database’s complexity and feel overwhelmed at the number of hours it may take to keep your database in check, then it’s time to consider iCarol’s Automated Verification tool. With this upgrade you can seek out the resource records that need to be verified using the same search tools as you would to give referrals, with the additional tool of date parameters showing when the records were last verified. Next, automatically send an authorized worker of that agency or program an email asking them to review the information you have on file and make suggestions or updates. They’ll be given a peek at the information as it exists in your live database so they can make those suggestions. Finally, your Resource Manager can review this information and choose to accept what’s been submitted or make some of their own tweaks first, and then apply the update to the resource record. What might have taken weeks of phone tag to accomplish has been squashed down to a fraction of the time. To find out more about Automated Verification and how it can assist you with keeping your resources updated, sign in to your iCarol system and check out the video.

We hope you enjoy this new ability to view the complexity of the resources in your iCarol database and that it helps you analyze your staffing needs pertaining to keeping your Resource Database accurate and up-to-date.

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Expand Your Brand: Public Resource Directory option

If you use iCarol’s Public Resource Directory feature to let visitors search for resources on your website, you can also offer the ability for visitors to create a pdf of their search results that they could print out or save. Laptop in useThere’s no extra charge for this if you subscribe to the Public Resource Directory feature.

If you’d like to customize that pdf, we can do that for you. You could have a custom cover page and/or a custom page header. Maybe you’d like to include your logo, a mission statement, and/or funder information? There is an extra setup charge for this customization. Please contact your iCarol rep or .

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iCarol celebrates 211 Day

It’s February 11th and today we celebrate 211 Day. 211 is an easy to remember three digit number, but unlike 411 or 911, the focus of 211 is to provide callers with information and referral to health and human services in their communities. Best of all it’s free* and confidential. Boasting an impressive reach, 211 is available to nearly 91% of Americans and 56% of Canadians. In the US 211 has a presence in all 50 states, the District of Columbia, and Puerto Rico.

211 is the number to dial when you need to know what local service might help you prevent an eviction, apply for food stamps, seek treatment for mental illness or addictions, or avoid a utility shut off due to an unpaid bill. Rather than spend hours of frustration calling around to various agencies, callers can make 211 their first call for assistance and speak to a trained Information and Referral Specialist that can spend time evaluating their needs, educating them about resources, and then connect them with the appropriate services.

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211 is also an essential service in times of disaster. In recent years during hurricanes, blizzards, flooding, earthquakes, and other natural disasters, 211 is widely known as a number to call for information and referral. Even in the more routine, yet still disruptive, events such as extreme cold or heat, 211 is available to refer callers to heating or cooling centers. Winter can be especially hard for people with financial hardships as utility cut offs can pose a real danger. In times like these 211 helps direct callers to local services that assist with utility bills, sign up for energy assistance, or prevent a shut off.

iCarol is delighted and honored to work with so many 211 providers across the US and Canada. These organizations provide a vital service to their communities and connect millions of people to essential services each year.

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