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Posts Tagged ‘helpline executive directors’

iCarol at the National Crisis Center Conference

From Wednesday, October 17 through Friday, October 19, Rachel Wentink, Vice President, Operations, and Mary Kruger, Client Training Coordinator, will attend the National Crisis Center Conference in St. Louis, Missouri.

The conference theme is “Gateway to Gold: Setting the Standard” with a focus on best practices for optimum success of the attending organizations and their clients. This year’s conference will offer sessions in two tracks focused either on Systems or Centers, with several workshops that satisfy both.

There’s no better group to speak to best practices than the two entities presenting this conference, CONTACT USA (CUSA) and the National Association of Crisis Organization Directors (NASCOD). Both organizations have a phenomenal history of supporting crisis work and we recommend considering membership for your service if you are a helpline, warmline, crisis center, suicide prevention service, or similar organization. By joining them you’ll discover fantastic networking and knowledge sharing from caring individuals who can relate to your day-to-day joys and challenges as a manager or executive director of a not-for-profit. Find out more about CUSA membership here and NASCOD membership here.

Our history with this group and conference is our longest association, going way back to iCarol’s earliest days, and many of the helplines and crisis centers who host this conference were some of iCarol’s earliest users. It’s a long standing relationship that we value and we’re proud to not only attend but are also long-term sponsors of this important gathering organized by pillars of the helpline industry.

As with all conferences we attend, we welcome the opportunity to connect with old friends and new ones. We’re eager to hear about your latest projects and discuss ways iCarol can support you and the needs of your community. Both Mary and Rachel will be on hand throughout the conference to answer your questions and talk about how iCarol can help. We look forward to seeing you!

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iCarol Webinar: Enhancement Review and Future Plans

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We’re committed to providing excellent communication about iCarol capabilities, updates, and planned enhancements on regular basis. So, we’d like to invite you to join us for our quarterly review of recent enhancements, as well as a peek at what’s ahead, in a 30-minute webinar this Thursday.

In this fast-paced webinar, we’ll go over the newest ways you can streamline your day with new tools sprinkled throughout iCarol. Hosted by Shelley, our product manager, this is part of a quarterly “new feature review” series. We hope you’ll join us for this webinar on February 5th at 1pm EST.

In this webinar we’ll go over:

  • Quick refresher on 2014 new feature highlights
  • Review recently launched new features
  • Enhancements coming soon
  • How to keep up with new enhancements
  • How you can impact new feature development

Remember, if you’re an Administrator in iCarol, in your Dashboard view, you can also view enhancements and changes in the “Announcements, Tips, and Tricks” and “Release History and Future Plans” sections, but these webinars will go a little further to explain the new features, and allow time for your questions.

We think this webinar will be most beneficial and interesting to current iCarol clients who are Program Managers or Directors and use iCarol at an Administrator security level, or those who are considering subscribing to iCarol. That said, all are welcome to attend. We hope you’ll join us on February 5!

Click here to Register

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5 Questions to ask during volunteer interviews

Vols-StaffThe volunteer screening and application process serves a dual purpose. It gives the helpline manager the opportunity to meet the volunteer and evaluate their ability to work on the helpline. For the volunteer it can be a discovery meeting where they learn more about the realities of helpline volunteerism. For both parties it’s a major step in deciding if the volunteer will move to the next stage.

Most helplines have a well-established list of questions to ask, but we’d like to offer these for your consideration…

1. Why do you think you’d be a good fit for our helpline? – The responses to this question let your volunteer share their qualities, but they’ll also reveal their preconceptions about what it’s like to work on a helpline. Portrayals in movies, television, or commonly held beliefs about crisis work tend to permeate volunteer expectations. Someone might answer, “I think I could give great advice.” This may open the door for you to talk about the reality of the work you do at the helpline. Perhaps you don’t give advice but rather listen to the caller, talk through their options, and let the caller ultimately decide what they’ll do. The volunteer will appreciate the chance to learn about what they can really expect when working on the helpline as opposed to what they’ve been imagining it’d be like.

2. Are you comfortable being observed and receiving feedback? – There’s a good chance your call center is a place where several people are working together at once, often times in close quarters. Your workers may routinely be right there observing their partner’s calls and giving peer feedback afterward. They can also expect to receive feedback from supervisors. New volunteers should be prepared for the work environment and know that feedback isn’t about someone else being critical of their work, but rather it’s intended to help them be successful and better serve the callers. For some, the prospect of regular observation and evaluation may be more than they were expecting.

3. Can you think on your feet? – Quick thinking is an essential quality for any helpline volunteer. The tone of a call can change in an instant and a skilled volunteer will pick up on hints at suicide and know how to proceed. You never know when a caller might say or ask something that takes you by surprise, and the ability to come back with a quick response will ensure the volunteer is always ready and in control of the situation. Not all volunteers will know how to hit the curveballs.

4. Are you a good detective? – You might not immediately think of investigative skills as being important to helpline work, but they’ll come in handy. You can’t just hear, you have to listen, and sometimes that means discovering more than what’s being revealed on the surface. In talking with a caller, sometimes it takes the right methods of reflection and questioning to get to the core of what’s going on for the caller and how the volunteer can help. Searching for the right referrals for a caller can also take some sleuthing and creativity especially when resources are limited or the caller isn’t eligible for services. Thinking outside the box and coming up with ideas and alternatives is a useful skill to have.

5. Do you need to see results to feel like you accomplished something? – New volunteers may be disappointed to find that after spending an hour talking a caller through a problem, that same person may call back in a month, still experiencing the same issue. And for callers who live with chronic and persistent mental illness, each day may come with a similar set of challenges, routines, and coping skills. Helpline workers aren’t always going to see huge changes and immediate positive turnarounds. In many cases, you never even know how it all turned out. The miracle success stories may be few and far between. This doesn’t mean, however, that the work you do isn’t helpful. Often in the helpline world, we need to re-frame our expectations and what we see as “success.” For some callers, just making it through the hour is successful. That hour spent on the line was an hour they didn’t feel as lonely, and it provided them with the boost they needed to get through the evening. If a volunteer needs to see more apparent success in order for them to feel like they had an impact, helpline work may leave them feeling burnt out and disappointed.

There’s a lot to consider when vetting a prospective volunteer. These questions may help both you and the volunteer further evaluate their desire, readiness, and natural abilities to determine whether they’ll end up joining your organization.

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National Association of Crisis Center Directors Partners with National Suicide Prevention Lifeline

The National Association of Crisis Center Directors (NASCOD) recently announced an exciting collaboration with the National Suicide Prevention Lifeline. These two leading authorities in the helpline industry will collaborate on the delivery of monthly Webinars and Peer Support calls. The collaboration allows both agencies to highlight their strengths, share vital information across a larger network of crisis agencies and maximize training opportunities with ease and convenience for the busy helpline and suicide prevention professional.

This collaboration presents two major benefits to participants:

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  • NASCOD Members will be invited to the Lifeline Evaluation Webinar Series which will focus on research supporting crisis and suicide intervention best practices

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  • NASCOD will coordinate and present a series of peer support calls that will be shared with the Suicide Lifeline Network


  • If you’re not yet a member of NASCOD we highly recommend you consider becoming a member. NASCOD provides great resources to professionals at crisis lines, helplines, and suicide prevention lines. Regularly held Peer Support Calls allow crisis center directors to engage with one another and benefit from the experience of other directors on a number of pertinent topics. NASCOD also holds an annual conference that helps directors hone in on management and leadership skills, network with other helpline professionals, and learn more about specific topics, issues, and challenges in the helpline industry. Many NASCOD members use iCarol helpline management software and so this is one more area in which members can share knowledge and information with one another, for example how they are using iCarol features such as texting/SMS, chat, statistics, and resources to their advantage.

    With the announcement of this partnership with the National Suicide Prevention Lifeline it’s an excellent time to become a NASCOD member and take advantage of this opportunity to participate in the exchange of ideas and experiences between these two important leaders in the crisis helpline industry.

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