The Automated Verification Request/Response (AVR) feature in iCarol helps you keep resource records reliable and up-to-date, and saves hundreds of hours when compared to sending manual emails, letters, or making phone calls. But, you may find over time the list of Requests sent by you, or your organization, may become long and therefore hard to determine what requests are still open.
If you use the AVR feature, it’s also likely your organization has setup a Verification Process, in which you set a certain number of times you’ll reach out to an organization requesting an update be made, and specify the ways in which you’ll reach out to organizations. For example, you may have a Verification Process setup where you send 2 emails to an organization, then if they don’t respond X weeks after the 2nd email is sent, you may try calling the organization twice, and so on and so forth.
For this reason, and more, it’s helpful to keep the list of open Requests updated so it can be used as a tool to help keep track of your Verification Process. You can keep this list updated using the buttons at the bottom of each Request to ‘Close’ or ‘Hide’ the request, depending on your desired outcome, in combination with the filters available on this page for which ‘Existing Verification Requests’ you want to include in this list.
Updates were recently made to the buttons that control which Requests appear on the list as Open, which ones appear as Closed, and which ones are Hidden. The updates made these buttons more meaningful and user-friendly, making it so each button has a slightly different outcome. The three buttons available to choose from are ‘Hide this request on the list’, ‘Mark the Request as Closed’, and ‘Mark as Verified and Close’, and each button causes different changes to happen within the resource records included in the Request you’ve selected.
Depending on which button you choose, the changes are as follows:
- ‘Mark the Request as Closed’ will:
- change the status in the list of requests to ‘Closed’ so it can be filtered from appearing in the list
- cause no change to the ‘Last Verified…’ or ‘Verifier’s…’ data
- make the Request links sent to verifiers inactive, making it impossible to submit a Response for this particular Request
- ‘Mark the Request as Verified and Close’, will:
- change the status in the list of requests to ‘Closed’ so it can be filtered from appearing in the list
- change existing date in the ‘Last Verified…’ and ‘Verifier’s…’ fields, unless a Response has been submitted by a resource included in the Request
- make the Request links sent to verifiers inactive, making it impossible to submit a Response for this particular Request
- ‘Hide this request on the list’, will:
- cause no change to the ‘Last Verified…’ or ‘Verifier’s…’ data
- permanently remove the Request from appearing in the list of requests on the left side of the page; once you do this, there is no way to un-hide the request
- make the Request links sent to the verifiers remain active, making it possible for a verifier to still submit a Response for this particular Request
After you have your Requests marked as ‘Close’ or ‘Hide’, you can use the filters at the top of the Automated Verification Requests page to show only ‘Sent’ Requests, which are any Requests where you haven’t chosen to ‘Close’ or ‘Hide’, or you can use the filters to show only ‘Closed’ requests.
When you choose to use each button is entirely up to you and your organization, and should be based off your internal processes, but the information outlined in this blog provides all the details and information you’ll need to make the best decision for the work you do! For more information about how to use this tool, you can read the help article ‘How to close or hide an Automated Verification Request’.
As we mentioned in our recent blog about the iCarol Ideas Portal, quite a few recent and upcoming enhancements to iCarol are a direct result of contributions and engagement on the portal. That includes these recent enhancements to Automated Verification — the iCarol tool that helps you keep Resource records accurate on a regular basis, and helps maintain AIRS accreditation, with less manual work by your Resource Management staff.
Automated Verification Request Email Outcomes and Bounced Email Notifications
Whether you’re sending just a handful or a hundred of requests for verification out to service providers, it’s nice to know what happened to those emails and if they made it successfully to their destination. With this latest enhancement, you now know even more about the outcome of those emails, specifically whether or not they “bounced,” i.e. they encountered a problem along the way and did not make it to their intended destination. This would happen particularly if the email address wasn’t valid, which tells your Resource Managers they may need to contact that organization to verify a valid email to use for future Automated Verification Requests.
In addition to seeing the bounced status when viewing the original request page, the Resource Specialist who initiated the request will also receive an email notifying them that the request bounced and did not make it to the intended recipient. The additional notification via email will help alert them to the fact that the verifier did not receive their Automated Verification request, which could help them address and resolve the issue more quickly.
Initiate an Automated Verification Request While Editing a Resource Record
Sometimes you may want to initiate an Automated Verification Request for a single record in your database. You could certainly do this using the typical method of going to the main Resources search screen, choosing the “Verify” option, and searching for the record you wish to verify.
However, often when a single verification is needed it’s because the Resource Manager was actively reviewing the record and notices it needs an update. Or, perhaps another staff member has flagged the Resource and the Resource Manager is investigating. In these and many other cases, it would be very convenient to initiate an Automated Verification Request right then and there, for that single record, without having to go to the main Resource search page. Well, now you can do exactly that! While editing a record, in the section that outlines verification information, a link appears that can initiate the request. When clicked, the link takes the Resource Manager to the page where they configure the request settings.
We hope our Automated Verification users enjoy these two enhancements to the feature. We think they’ll help maintain Resource accuracy while saving your Resource Specialists some time in the process.
In recent months we’ve released a few enhancements to our Resource API that we’re excited to tell you about. But wait, before I get ahead of myself…
What is an API?
API stands for Application Program Interface, but it might as well stand for “Awesome Possibilities Increase”
because it enables you to do all sorts of exciting things with your Resource record data and opens up a world of new options for what you can do with the service provider information you curate.
An API provides a way for web and application developers to access and display, in their own creative way, resource data housed within iCarol. These developers can query, or ask questions of, the resource data in your database that’s made available to them through the API, and iCarol will answer by responding with the resource records that match their request. This advanced tool allows them to be creative and do things like create resource directories, search tools, resource lists or any other application that displays or uses resource data.
Using the iCarol Resource API, our users have engaged with their developers to do things like…
- Create mobile apps that show mapped resources near a person in need, and provide them with record details
- Build completely custom designed resource searches , ways to view resource record details on their website
- Partner with other organizations to contribute resource information to their database — collaborations that are often revenue generators
Like other areas of iCarol, our Resource API undergoes regular maintenance and enhancements through periodic releases, and lately our team has been very busy making the Resource API better than ever!
What have we done for you lately?
Initiate Automated Resource Verification Requests
One of our enhancements has the Resource API working with another iCarol feature, Automated Resource Verification. Automated Resource Verification enables you to ensure resource accuracy while simultaneously saving hundreds or thousands, depending on the size of your resource database, of hours of staff time spent updating records. Using this feature, Resource Managers can generate batches of resources due for verification or updates, and send a verification request to contacts who work at those programs and agencies, requesting their input on the record information. The email includes a hyperlink that, when clicked, provides the contact with a live look at the information on file in the iCarol database. This contact can make suggested edits and submit them directly on this web page. When this request arrives back in the iCarol system, Resource Managers can review the submitted information, and make their own changes and edits, before accepting the verification. Once accepted and applied, the resource record reflects all of the updates with the click of a button. This solution is far better than spending time playing phone tag, sending manual emails, or sending out mailers and then updating records manually, field by field, when you finally receive responses. The Automated Resource Verification feature not only saves you time and money, but your resource contacts will appreciate the convenient process through which they can update their information and ensure clients are receiving the right information about their services.
With this new development to the Resource API, your web developers can create a process for your public users to automatically send a verification request to a service provider, prompting them to begin the verification process. Because the Resource API gives you the control to choose when, and who can send requests you can have your web or application developer create a process that meets your unique needs. Overall, being able to initiate new AVR requests using the Resource API gives you another way to ensure your resources have the most recent and accurate information available.
Filter results by Custom Field
There are over 100 different “standard” fields available for use in your iCarol Resource Database which allow you to track and curate resource information you need to help your community. Some of these fields include Phone Numbers, Address, Languages Spoken, Description of services, etc. are of these are commonly used in the industry and describe what a service is, how it is offered and who it serves. However, many of our customers also use Custom Fields in their resource records to collect and display additional information that does not fit perfectly in a standard field. Custom Fields are often used to track additional eligibility, contact information, updating priorities, and to create custom filters for call and chat specialists to refine search results.
With this enhancement to the Resource API, the resources returned from a API request can be filtered by the resources with a specific custom field selection. This allows you, among other things, to create subject-specific Resource API Portals, which you can use to harness your data on your own website, and even to access new revenue opportunities with partners wanting subject or issue specific resources.
For example, you may have a partnership with a local service provider such as a domestic violence shelter or LGBTQ center, who would like to display a subset of your resources on their website or in an application they are building. They know and trust the great work you do curating a resource database, and they don’t want duplicate your efforts. They would like to contract with (and pay!) you to access your resources by subscribing to a Resource API Portal that has filtered results, of just resources that you have identified as serving their communities.
With all the time and effort you spend collecting, updating, maintaining, and curating resource information, you could and should leverage it to improve your service offerings and get more funding for your organization. The iCarol Resource API is a great way to expand the possibilities of what you can do with your resource data, and these latest enhancements go even further to boost your ability to help the public or explore new partnerships and revenue streams.
To find out more about the Resource API, including these new enhancements, check out the Help area of iCarol, or contact our Support Team if you have specific questions, or want to start using the Resource API at your center.
Resources that are organized and have a hierarchical structure are going to be much easier to navigate, whether you are a Resource Manager looking to make updates, or an I&R Specialist finding referrals for a client. In iCarol we follow the structure put forth by the Alliance of Information and Referral Systems (AIRS) called Agency, Program, Site structure. You can read more about this structure here.
The most detailed and complex way of organizing your referral database is to include the ProgramAtSite record in your hierarchy. This record connects exactly one Program to exactly one Site. That is to say, at a particular Site location for an Agency, a Program may be offered at that Site. And details about the way this Program operates at this Site may vary from the way that Program operates at a different Site.
ProgramAtSite records can include detailed, nuanced information about the way this Program operates at this Site. Conversely, a ProgramAtSite record may simply contain only the information that this Program is offered at that Site, and nothing more. When you go into your iCarol system, edit a Program record, and designate which Sites offer this Program, you’re essentially creating ProgramAtSite records.
But sometimes these ProgramAtSite entries that describe a simple link between a Site and the Programs offered there may not be considered true, fully fledged ProgramAtSite records depending on your organization’s policies, and having them treated as such in your helpline software may unintentional skew your results when analyzing the number of records you maintain, the staff hours needed to keep records up-to-date, etc.
In a recent release to iCarol, we created the ability for our users to say whether a ProgramAtSite record is a Link Only, meaning it is not edited or maintained by your resource managers or editors. Link Only ProgramAtSite records cannot be edited and will not contain detailed information about how this Program operates at this Site, just that the Program is offered at the Site.
This feature is currently available to any of our users who employ the ProgramAtSite record level to their resource database. If you’re not yet using an Agency, Program, Site structure in your iCarol resource database, please contact our support team for assistance.
Initial Set Up
First you need to be sure you have ProgramAtSite records turned on for editing, and turn on the Link Only feature. To do this, take the following steps:
Note: If in the future you disable the Link Only ProgramAtSites feature, all existing Link Only records will be automatically converted to standard ProgramAtSite records.
- Log into iCarol as an Admin
- Click on “Admin Tools” from the left menu
- Click on the “Resources” tab
- If not already enabled, click on the checkbox for “Can edit ProgramAtSite records”
- Click on the checkbox for the “Enable LinkOnly ProgramAtSites”
- Click the “Save all settings” button
Creating Link Only Records
Now that you’ve turned on this feature, you can start creating these Link Only records. To do that, take the following steps:
Note: Not selecting the Link Only setting will create a standard ProgramAtSite record by default.
- Click on “Resources” from the left menu
- Find or create a new Agency, Program, and Site record
- From the Program record, select a Site from the “Available sites” list
- Click the “Create ProgramAtSite as a Link Only record. Editing will be restricted” checkbox
- Then click “Add >>”
- Click the “Save” button
Now that you’ve created these records that are Links Only, you may find from time to time that you’ll need to convert them back to being full, editable ProgramAtSite records. Link Only and Standard ProgramAtSites can be converted from one to the other when editing the ProgramAtSite record. When converting from a Standard to Link Only ProgramAtSite all field values on the record will be cleared, and editing of the Link Only record will be restricted.
- From the Edit page of the ProgramAtSite record
- Click on the “Convert to [record type] ProgramAtSite” link above the ProgramAtSite Name field.
- Click “Ok” from the confirmation dialogue window that opens, and the record will automatically convert.
- Click the “Save” button
Impact on Automated Verification
You may be asking, how does this new enhancement impact my Automated Verification requests? Link Only ProgramAtSites will be sent merged with the Program record, even when the Automated Verification Request, Setting #6 “Send verification request to ProgramAtSite contact if one exists, otherwise Program Contacts” is selected. If Standard and Link Only ProgramAtSites exists for a Program, both separate and merged ProgramAtSite records will be sent to verifiers.
Example: Program “Fruit Collection”, is offered at three sites: 5221 60 Street (Standard), Southeast Community Centre (Link Only), and Northeast Family Centre (Link Only). When the AVR request is sent for “Fruit Collection” and setting 6 “Send verification request to ProgramAtSite Contact if one exists…” is selected, the Program verifier receives the Program and both Link Only ProgramAtSite merged, and the Standard ProgramAtSite separately to the verifier listd on the ProgramAtSite record (if available).
Reporting and Other Changes
For a number of reasons you may want to exclude Link Only ProgramAtSite records when running certain reports or other queries inside of iCarol. Here’s a quick breakdown of the areas where you can choose to do that, and ways to otherwise be aware of these records when analyzing your database.
- From the “Manage Resources”, “List all Resources” tool LinkOnly ProgramAtSites can be excluded from the list by clicking “Exclude LinkOnly ProgramAtSites”.
- From the “Statistics”, “Resources” reports LinkOnly ProgramAtSites can be excluded from results by clicking the “Exclude LinkOnly ProgramAtSites.”
- In Resource Exports, LinkOnly ProgramAtSites are flagged as LinkOnly in the “IsLinkOnly” column.
- LinkOnly records can also be excluded from Resource API results
We hope that this new ability to create ProgramAtSite records as Links Only rather than full, standard records will be useful to your agency. Should you have additional questions about this feature, please contact our Support Team.
We’ve previously talked about the many ways in which your community can help you build and refine your resource database. For example, iCarol’s Public Resource Directory allows you to embed your searchable database right on your website and encourages self-service searches for resources, while at the same time allowing your organization to accept feedback about a resource, or receive requests from service providers to verify or correct a record using another useful tool, Automated Verification. Being able to partner with your community at large, and crowd source information this way, can ultimately help you build a robust database that’s going to be super useful, and help even more people.
We just added yet another tool designed to boost your referral database accuracy and comprehensiveness. Users of Automated Verification can send a unique web link via email, in an Automated Verification request, or posted publicly on their website, that allows new organizations to submit their information. Best of all, the resulting information lands in your iCarol system as an Automated Verification response. Review the submission, edit if necessary, and once accepted the new Agency is seamlessly added to your resource database!
You’ll also recall that awhile ago we added the capability for responders of existing resources to add Program or Site records when submitting their Automated Verification request. If this feature is turned on, then those who are sending in these new Agency submissions will also be invited to add Programs or Sites at that same time.
How it works
You must be using the Automated Verification tool in iCarol to enable these new Agency submissions or allow existing Agency representatives to add Programs or Sites. To learn more about Automated Verification, click here. If you’d like to turn on Automated Verification in your iCarol system, contact our support team.
To allow all responders, of both new and existing submissions, to also have the ability to add new Programs or Sites to their Agency, take these steps:
- In the left main menu of iCarol, click on ‘Admin Tools’
- Click the ‘Resources’ tab
- Scroll down to the heading for Automated Verification and check the boxes for “Automated Verification responders can add…” for either or both Programs and Sites
- Be sure to click “Save all settings” at the top of the page
To invite new submissions, first click on ‘Resources’ in left main menu of iCarol. From there:
- Click on the ‘Verify’ radio button
- Click on the ‘Requests’ link
- Just under the area where you’d create and edit your email templates, you’ll find a URL. This URL is unique to your helpline.
This link can be used to encourage agencies to add their information to your system, and can be shared with your community in many ways — Send it in a personal email, or include it in an email template that can be sent within iCarol via Automated Verification. You could also create a button or hyperlink text on your website that sends visitors to this URL inviting them to “Click here to add your organization to our resource database” or other language you see fit.
When someone clicks on this unique URL, they’ll be guided through the process of filling an entry form that’s very similar to the one existing organizations see when they complete a verification request from you. The main difference is that this entry is blank, and grants the user the opportunity to submit all new information about a resource that may not yet be known to you.
If you enabled the addition of Programs and Sites by responders, then once the Agency is added, they’ll be invited to add on that information as well. Similarly, Automated Verification responders who are simply updating their record information as part of a verification request will also be invited to add new Program or Site records when they make their updates.
Once they complete and submit all their information, it arrives directly into your iCarol system alongside other verification responses. You’ll be able to tell the new submissions apart from the rest of the responses — If you look under the ‘New Record’ column, you’ll see that new resources have the word ‘True’ appear here.
From there, the new record continues to behave much like other Automated Verification responses. You’ll need to review the entry and make any necessary edits. Once you save and accept the record, it will be added as a new Agency in your iCarol resource database.
Important note: Once new records are accepted, don’t forget to edit these records to add any necessary custom or Taxonomy categorizations!
We hope you enjoy yet another new way to invite inclusion of new and helpful resources to your database, further increasing your responsiveness as an organization, as well as the reliability of the resource information you provide to those in need. The convenience of adding these new records will mean a more complete collection of services which will ultimately help even more people in your community.
Peanut butter and jelly. Chocolate and caramel. Peas and carrots. Some things just go well together!
We love it when we can make features in iCarol work well together, too. Take Automated Resource Verification and the Public Resource Directory as an example. By themselves they each have a specific and valuable role to play with your referral management. And these two features are now working together in new and exciting ways!
As you’re already aware, help seekers like having self-service options, like searching online for resources. Having a Public Resource Directory (PRD) means you can embed a live search of your iCarol resource database right on your website for easy access by the public. And of course there’s lots of flexibility and control over what is seen by the public and what isn’t.
But help seekers aren’t the only ones using your PRD. Staff at your local community organizations are likely going online to check out your resource directory to see what you have listed. If they see something that’s incorrect or needs an update, they could call or email you. If you use Automated Verification, you could then send them a verification request that lets them quickly and easily see what you have on record, make suggested updates, and send that back to you so you can review and update records with the click of a button.
But let’s see if we can simplify that process even further: Now, when you have both the Automated Verification and the Public Resource Directory features enabled in your iCarol system, you have access to an advanced feature that allows Resource record verifiers to initiate a new verification request directly from their Resource records in the PRD.
On your PRD, for resource records that include an email address in one of the available email fields of the record, the public will see a disclaimer on the details page of the Resource record that asks:
The public user has to fill out the security captcha, then click the button below, and this tells iCarol to send the verification request using the template and settings you’ve specified (See below for more on that). The request will be sent to the email specified on the resource, requesting a review. And if a record does not have an email then the disclaimer, captcha, and email button will not appear at all for that record, so verification Requests cannot be initiated.
When someone in the public initiates that verification request on your PRD, your staff with the “Resource verification requests from service providers” setting enabled on the Notification tab of their profile will receive an email.
And the resource verifier, depending on the email on record and the saved Automated Verification settings, will receive an email with their unique verification link.
So, how do you get this to work for you? Well first, you must subscribe to both Automated Verification and the Public Resource Directory. If you want to start subscribing or just want to learn more about these features, please contact our support team. Not using iCarol yet? Please contact us for a demo and free trial!
If you already subscribe to both of these features, setting up this advanced tool is a snap. Just take the following steps:
1. On the PRD settings page, make sure that the highlighted setting below is checked, and click the Save button.
2. In your Automated Verification settings, create a new email template that will be used for these PRD initiated requests, and check the box for “Use this template to email users on the Public Resource Directory when one of their saved records is updated” before saving the template.
3. Choose the Automated Verification settings you’d like to apply to all the PRD initiated requests by either finding an existing Automated Verification Request where suitable settings were chosen, or create a new request and set it up how you’d like all PRD initiated requests to be set.
4. Use the ‘Saved Settings’ tool to save these settings for PRD initiated requests. Make sure you check the highlighted setting before clicking the ‘Save’ button.
Once you’ve taken these steps, you are all set up! Now if someone visits your PRD and notices that their resource record is due for an update or needs a correction, they can easily initiate the request and receive the link to update their records. Not using the PRD or Automated Verification yet? Or maybe you’re using one, but not the other? Contact us today to get both of these features working together to boost your referral service!
With February nearly over, are you finding you and your team are still working on items from your January to-do list? So much to do, so little time.
Perhaps it’s time to consider shifting to new timesaving workflows. One of the best ones: Automated Resource Verification (ARV). It’s particularly helpful if you have more than a couple hundred resources, and/or your certifications require regular updates.
This handy tool – a well-integrated add-on to your iCarol system – makes short work of keeping your resource information up to date. Say goodbye to the headaches and time-eaters of the old way of verifying resource information: Endless games of telephone tag, bloated email inboxes, and hours cross-checking resource records to see if they include the latest information.
Check out the time-saving workflow you’d use with this tool:
- In just a few clicks, create a list of resources that need to be verified, right from your iCarol resource search page. Verification-specific filters, such as “date last verified” can be combined with standard resource search filters to find just the resources you need.
- Use radio buttons and pull-downs to select options, such as the email address the request will originate from, how to handle parent/child records, which email address to try first in the record, etc. The “visibility settings” area of iCarol lets you designate exactly which resource fields verifiers will and will not see.
- With one click, have iCarol send verification requests for all resource records in your list. Each email will automatically include your custom message, plus iCarol will drop in a custom link that leads the recipient to information about just their resources.
- Recipients click that link to view online the resource information you have in your database. They suggest changes to individual fields.
- In your iCarol system – not in your email inbox, hooray! – you’ll get a prompt when responses have arrived, and you can review them. The fields with suggested changes are highlighted, making it fast and easy to focus on the changes. Feel free to make edits to the suggested information as needed, then click “Save.”
- Your resource has now been updated and the changes are live in your database.
Clients who use ARV tell us the manpower savings, improved response rate, and greater precision over the process more than makes up for the add-on subscription cost.
If you’d like to find out more about this tool, add it to your subscription, or would like a free trial, please open a support case if you’re a current iCarol client, or if you’re not yet using iCarol. And if you’ve looked at Automated Resource Verification in the past, I invite you to take another look – we’ve added lots of enhancements in the past year.
It’s been a busy year here at CharityLogic, as we’ve added lots of new and enhanced features to iCarol. Below are a few of our favorites. If you’d like more information on how to use any of these, please check the Help section of your iCarol system to access videos and articles, or contact our support team via the case management links, also found in that Help section.
You can send followups via text message. This does not require a subscription to our text messaging add-on (just a fee based on text usage), but if you do have a texting subscription, you could use your iCarol system to respond via text to replies you receive from visitors.
You can now send text messages to colleagues from within iCarol, and users can designate if they’d prefer to receive automated reminders – such as upcoming shift reminders — via text message instead of or in addition to via email. Here too, this does not require a subscription to text messaging, and will only incur a text usage fee.
Greater resource search success:
If you use iCarol’s Public Resource Directory to let visitors search your resource database, you could improve their search results with a new tool that lets you associate colloquial terms (“I’m hungry”) to terms in your database (“food pantries”). Clients using this — this method is called Folksonomy — tell us they’ve seen stellar results. Find controls for this Folksonomy tool in the Resources> Manage Resources screen, in the Taxonomy column. There’s no additional charge to adjust the folksonomy controls for your Public Resource Directory.
- Instant Messaging: The counselor screen has a new streamlined design.
- Instant Messaging: Would you like to have us customize your Visitor Chat screens and Chat Now button, so the colors and graphics better match your website? Please contact support (there is a one-time charge for this).
- Instant Messaging and Text Messaging: We’ve improved the ability to let partners handle messaging sessions for each other, which also streamlines how partners in a collaborative messaging environment can share duties responding to visitors. If you’ve wanted to add a messaging service to your center, but are concerned about having adequate staffing levels, you could consider using this feature to partner with another iCarol-using center — or multiple centers — who could help field your messaging visitor requests.
- Text Messaging: If you’d like a texting number that connotes a wider geographic range than a number with a typical area code might imply, we now offer texting numbers with toll-free prefixes. Despite the name, these toll-free numbers don’t cost less to use than “regular” texting phone numbers, but to some folks, they connote a more universal service area. As a bonus, we have acquired a nice stock of such texting numbers attractive to help centers, crisis centers, and 2-1-1s. We’ll be happy to let you select from that stock to use with your iCarol texting service on a first-come, first-serve basis.
Automated Resource Verification:
Enhancements include the ability to see the results of verification emails sent, a useful new screen that lets you sort and filter responses, and the ability to save settings for future use.
We’ve extended the functionality of the tool that lets your developers, with your permission, tap into your iCarol-hosted data to create whatever you’d like them to build.
Do your call-takers and/or visitors sometimes prefer to work in a language other than English? Please ask us how we can set your system to function nicely in more than one language, letting you toggle between languages on the fly. You can even store resources in multiple languages, too.
Many of iCarol’s screens now look even better on mobile devices. This comes in handy, for example, when volunteers and staff would like to sign up for shifts directly from a smartphone.
Assign taxonomy terms to multiple resources concurrently. We’re always looking for ways to reduce the number of mouse clicks needed to complete a task, and this new feature sure speeds up the resource editing process.
Enhanced resource management features:
When you create a printable document (.pdf) of an agency record, that document now includes the Agency’s child Program and Site records. Handy for “manual” verification and more!
Custom text fields are now searchable, helping you locate resources more quickly and accurately.
Calculate your resource database’s “complexity” and view a report estimating annual person-hours required to maintain your database. This may come in handy as you plan out your staffing needs in the new year.
We’ve added a handful of text messaging usage reports, and the aforementioned Resource Complexity Report.
We’ve added Admin dashboard access to release notes, which detail enhancements to iCarol on an ongoing basis. This list, in addition to the dashboard, is a great place to look to keep current on the ever-expanding list of enhancements.
There are a whole lot more video tutorials, to help you get the most out of your iCarol subscription.
Admins now have editing control of nearly all aspects of call report forms. Make changes instantly and easily.
More recently we’ve been busy in our labs finishing an Internal Chat tool, which we expect to release in the next few weeks. This tool lets anyone with access to your system exchange short, typed messages with each other, and Admins have total control over who can use this.
if you’d like to test this out in your system now and have an advance peek. Otherwise, we’ll keep you posted on the system-wide launch date via the Dashboard, which is where we’ll continue to post all enhancements as they become available.
It’s sure been a productive year, and we’ve got lots in store for 2015. We welcome your input, and expect to conduct phone-based focus groups with clients throughout the year on topics such as the Public Resource Directory, Messaging, Statistics, and more. Please
if you’d like to participate in those, or any other topic. We truly do want to hear your ideas on how we can improve the software to help you help others.
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.
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.
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.
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.
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.
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.