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Posts Tagged ‘iCarol Clients’

Kids Help Phone launches Bro talk

Reaching out to talk about your problems and stresses can be tough for anyone, especially teens. According to the staff of Kids Help Phone, teen boys are less likely to reach out than their female counterparts, accounting for only 1 in 5 of their contacts. By the time they do contact someone, the situation has often become critical or even life threatening.

Mike Spike Bro Talk

In an effort to encourage young men to reach out about any topic, big or small, Kids Help Phone has launched Bro Talk, a service aimed specifically at teen guys. The newly launched website provides information about topics of concern to teen boys, real life stories, an FAQ about the service, and provides multi-channel communication options for them to speak to Kids Help Phone counsellors. Bro Talk was made possible by the Movember Foundation, a global men’s health organization.

We’re honored to be working with Kids Help Phone on this and other projects, and we’d like to thank them for stopping by our Toronto office with some of these cool Bro Talk tee shirts! We think Mike and Spike made the perfect bro models!

Learn more about Bro Talk by visiting the website, and check out the news story below.

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SAMHSA awards up to $46.8 million for suicide prevention, mental health in response to disaster

The Substance Abuse and Mental Health Services Administration (SAMHSA) will provide up to $46.8 million in funding over the next few years to support suicide prevention programs as well as those that meet the emotional needs of people affected by disasters.

According to a SAMHSA press release, one grant for up to $18.6 million over the next three years will be awarded to Link2Health Solutions, Inc. of New York, which manages the National Suicide Prevention Lifeline (Lifeline) and the National Disaster Distress Helpline (Helpline).

The Lifeline, a national network of suicide prevention helplines which can be reached by dialing 1-800-273 TALK (8255) or via live chat through their webside, will be receive up to $15.9 million from the grant so they can continue to administer and grow the network.

Since its inception, the Lifeline has responded to 7,514,238 calls from people in crisis. Last year it responded to more than 1.3 million calls, which is an average of 3,719 calls daily, nationwide.

Our congratulations and continued appreciation goes out to the helplines that provide this service, many of whom we’re honored to have as clients. You can click here to read the full press announcement.

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Bell Renews Commitment to Bell Let’s Talk, Increases Funding

We’re very happy to help spread the word that the Bell Let’s Talk initiative has been extended for five years, with funding increased to $100 million!

Read more here. You can also read Bell’s announcement here.

This is excellent news for Canadian mental health initiatives. Congratulations to all the agencies that benefit from this campaign, and we look forward to participating in Bell Let’s Talk for years to come!

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CUSA/NASCOD to hold annual conference in Detroit this October

From October 22nd to 24th, members of our team will be in Detroit for the CUSA/NASCOD conference. We’re really excited to see so many friends and clients who gather at this annual conference which is so popular among crisis and suicide prevention centers.

If your center isn’t already accredited by CONTACT USA, or if you aren’t already a NASCOD member, we encourage you to consider both for your helpline.

CONTACT USA provides one of the most well known and respected crisis center accreditations in the industry. When you are accredited by CONTACT USA it shows your funders that they are contributing to a worthwhile and effective program, and also connects you to a national and international community of those who provide emotional support and crisis intervention all over the world. Further, your community will be assured that your organization provides the highest quality of service. To find out more about this accreditation, you can visit their website.

NASCOD membership is a great resource for Executive Directors or Program Managers of crisis centers. The group provides regular peer support calls on a number of different helpful topics, and group members are regularly networking, discussing challenges, sharing ideas, and generally supporting one another. Many NASCOD members are also iCarol clients and we really enjoy our relationship with the group and its members, iCarol clients and non-clients alike.

If you’re going to be in Detroit we’d love to take some time to chat with you while you’re in town. We’ll be around all throughout the conference so please stop by and say “hi!” Or, if you’d like to arrange a time to meet with us at the conference, contact ahead of time to set up a time to talk with her about your helpline and to learn more about iCarol. We’re looking forward to seeing everyone in October!

Stay tuned for further blogs from us about the conference, and we’ll be tweeting throughout the conference, too, so follow us on Twitter!

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NAMI Highlights Work, Insights of Former Lifeline Volunteers

The National Alliance on Mental Illness (NAMI) recently posted an article highlighting the work of suicide prevention hotline volunteers, particularly those who may work at one of the 166 crisis centers (a great number of which use iCarol Helpline Software) that make up the Lifeline network.

Check out this interview NAMI did with some former Lifeline volunteers about their experiences.

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West Virginia Launches First Statewide 24-hour Mental Health and Substance Abuse Helpline

Help4WV

Congratulations to iCarol clients Help4WV on starting the first statewide 24-hour mental health and substance abuse hotline in West Virginia. Read the governor’s announcement and other articles, and be sure to follow them on Twitter, too!

Congrats again to the staff of Help4WV from the team here at iCarol, and thank you for your service to the people of West Virginia!

Want your helpline’s accomplishments featured on our blog? You can anytime!

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National Council on Problem Gambling Conference Recap

Donna and I recently returned from the National Council on Problem Gambling‘s annual conference, and we had such a great time!

This year’s conference was held in beautiful Baltimore, Maryland. Since I’m from Maryland and still live there, I was quite excited about attending this conference. It’s always fun when so many people from all over the country or world are visiting, perhaps for the first time, a place with which you’re quite familiar. I had a fun time all week sharing little tidbits about my home state with people from out of town.

And, if you ever travel to Baltimore I highly recommend the hotel where the conference was held, the Baltimore Hilton right across from Oriole Park at Camden Yards. Perfectly centrally located for all sorts of fun activities in the city including baseball or football games, and the world famous Inner Harbor. Plus the conference rooms and all the accommodations for the conference were top notch.

Check out this photo taken from my room as the sun sets over Baltimore.

Baltimore at sunset room view

In the center of the photo is the Baltimore Convention Center, just to the lower right of that is the famous Otterbein Church, and if you look just above the Convention Center you’ll see the Inner Harbor in the distance. Like I said, centrally located!

We were invited to attend and present at the pre-conference Helpline Symposium. This was an exciting opportunity to show many of the NCPG affiliates all around the country how iCarol chat and text works. iCarol is the provider for NCPG’s national text and chat lines, so when a chat comes through that website or a text comes through that national text number, it will be routed to an affiliate center based on routing criteria like availability and location. So, as affiliates choose to come online and be part of that national chat and text network, we’ll be ready and delighted to help get them set up on iCarol. It’s another great example of the networks and collaborations that can be built using iCarol. We hope to bring you more information about this network and how it’s growing as time goes on.

Here’s Donna presenting information about the national chat and text network. Special thanks to Robyn from the Louisiana affiliate and Amy from the National Council on Problem Gambling, who helped us do a live demonstration!

iCarol demo live chat text helpline symposium NCPG

The Helpline Symposium was a great chance to hear from affiliates about their experiences. A number of really interesting topics were discussed, such as marketing challenges facing the industry. Coming up with effective, consistent messaging, and increasing visibility and awareness of problem gambling issues, as well as promoting where people can get help, were all among the topics this engaged and energetic group discussed.

We sure did have a great view from our conference room where the symposium was held, check out the beautiful scene just out the window of Oriole Park at Camden Yards where the Baltimore Orioles play.

Oriole Park Camden Yards as seen from Hilton Oriole Park Camden Yards as seen from Hilton

Throughout the conference the culture of Maryland was on display in the best of ways. We caught one of Maryland’s famous crabs hanging out with a volunteer during the symposium break!

Maryland Crab center for excellence problem gambling

Of course networking and spending time with friends is a highlight of any conference. We took in a delicious dinner at Dempsey’s located right across the street in the Camden Yards complex. Here’s Donna (center) with industry friends Robyn and Mary posing just outside the ballpark.

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Before we knew it, it was time for the welcome reception. What a great event! The baseball theme was tons of fun, everyone was wearing jerseys representing their favorite teams. But it gets better — the food was ballpark themed too! Soft pretzels, popcorn, crackerjacks, a sliders station, and it wouldn’t be an event in Maryland without some crabcakes! We got to visit with so many wonderful people from various parts of the industry, too, since the exhibitor’s hall was all set up, where our booth was located.

While we’re talking about the reception, I’ve got to give a huge shout out to the hosts of the conference, the Maryland Council on Problem Gambling and the Maryland Center of Excellence on Problem Gambling (University of Maryland School of Medicine). Every detail was so great, from the food to the accommodations to the conference rooms and session spaces and fun activities. What fabulous hosts they were!

The conference kicked off the next day with a great keynote by psychiatrist Dr. David Mee-Lee, who has worked for years as an expert in addiction both substance and non-substance related, as well as co-occurring conditions. It was a really engaging keynote with lots of comic relief via Dr. Mee-Lee’s slideshow.

The breakout sessions were highly informative. I attended sessions on a variety of topics including veteran gambling addiction, gambling addiction as it relates to mental illness such a schizophrenia, and new technologies being used in video gaming units at casinos. I plan to bring you more detail on those interesting topics in the coming months.

Another fun networking event was the Friday evening trip to the American Visionary Art Museum in the Federal Hill area of Baltimore. Fun fact: Just two miles further down the street from the museum is Fort McHenry, where Marylander Francis Scott Key witnessed a battle in the War of 1812 and wrote a poem which would later become the lyrics to the United States’ National Anthem, The Star Spangled Banner! See, I told you I enjoyed peppering people with facts about my home state!

While no photos were permitted within the museum, I encourage you to check out their website. It was an extremely unique, thought-provoking place unlike any art museum I’ve been to before!

Next door to the museum was a reception area with more yummy food (four words: crab mac and cheese!) where we took in an exhibit specifically about problem gambling, with pieces of art by students, people in recovery, and family members of problem gamblers.

This was a particularly powerful piece titled “Losing Hand” by artist Jennifer L. Walsh, who experienced the effects of problem gambling through her own mother’s addiction.

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The caption reads:

“Losing Hand: Why Gamble When You’ve Already Won” is an image of a losing hand of poker. The player’s hand in the foreground is holding five cards, each with an image of what they have accomplished or gained in their life and what they are actually losing when they gamble.

The Ace of Hearts is the last card in the hand and is slipping out of the thumb’s grip, signifying the loss of family due to the habit.

We had a fantastic time at the conference and enjoyed meeting so many of you in the problem gambling industry. If you didn’t get a chance to chat with us at the conference, please check out our website and contact us for more information on iCarol Helpline Software. Or, feel free to attend one of my regular webinars to get an idea of what we’re all about!

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Collaborative Messaging: Build Networks, Connect with other Helplines

Collaborating w partnersOne key feature of iCarol is the ability to link and share service delivery with other helplines in a variety of ways. Historically a common partnership scenario involves call centers who pass some or all of their calls to other iCarol-using centers either as after-hours contracts, or on an as-needed basis for overflow. iCarol accommodates these partnerships with call report sharing capabilities. Much the same with resources, centers can share resource databases with others who may be taking their calls, or to better service the needs of help-seekers with a wider range of potential services to refer them to, or through setting up provincial and state-wide resource databases to be accessed by a network of helplines who can all take part in maintaining these resources, thus reducing burden to each individual center.

These same principles of sharing volume to benefit centers and clients alike also extends to iCarol Messaging, and in recent month’s we’ve made improvements in this arena.

As an example, one nationwide network using iCarol was using a sort of round-robin approach in how to route chats to the centers who were members of that network. Visitors would arrive to the website and click through to chat, and from there they’d be routed to one of the centers based on the schedule, and the coverage area of the center. Once they were properly routed, they’d arrive at that center’s registration page and after completing registration they’d appear in just that center’s messaging queue.

There are some challenges to this approach, namely:

  • The routing system didn’t take counselor availability into account so chats may be routed but the destination center may be overwhelmed with other work and short on counselors to take chats
  • The visitor was visible just in the iCarol system to which they were routed
  • Registration pages may have a different look and feel, depending on the center to which the visitor was sent
  • Lack of control over the data being collected by individual centers
  • Statistics could not be run in real-time; they had to be aggregated first

chat networks sharingOur developers have been working on a new approach for this network, and they’re currently using it to much success during the pilot period. So, how does the approach work now? The network is using a single shared “portal” made available to the participating centers in their iCarol systems, rather than routing the chats as it did before. This means:

  • Standardized registration pages make for a more consistent look and feel, and better branding for the network
  • Pre-written messages, reporting forms, and data collection are standardized
  • The network system directly hosts and controls their own data, so they get better reporting capabilities
  • Chats are visible to any center serving the visitor’s area, meaning better load balancing and shorter wait times for visitors, fewer abandoned chats
  • Chats are clearly marked as being from the network, but appear in the same queue as the center’s other local chats for ease of use

We’re excited to say that this pilot period has gone very well and the network is enjoying the benefits of the shared portal technology.

We’d welcome the opportunity to talk to you about your network whether it’s provincial/statewide, or national, to see how this functionality could improve and streamline your messaging services and benefit all your participating centers and visitors alike. Current iCarol users, please open a case with us, or if you’re not using iCarol yet please contact us to learn more!

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The Center for Family Safety and Healing empowers bystanders

Center for Family Safety and HealingThe Center for Family Safety and Healing (TCFSH) fully addresses all aspects of family violence, including child abuse and neglect, teen dating abuse, domestic violence and elder abuse. Their multidisciplinary team approach includes a one-stop, coordinated response to family violence for individuals and families through partnerships with law enforcement, child protective services, prosecution and a wide range of community resources along with an expanded forum for education, advocacy and ongoing research.

On January 8, 2015, “Where’s The Line?”, a first-of-its-kind family violence awareness campaign was unveiled, geared to empowering bystanders to act on behalf of family violence victims. More than 60 percent of Americans know someone who is the victim of family violence. TCFSH will be offering resources that are designed to educate the general public, answer questions, and triage requests to appropriate services.

iCarol is very pleased to assist TCFSH with this new campaign. Kiersten Curtis, information coordinator at The Center for Family Safety and Healing, had this to say just prior to the launch of the new campaign regarding her work with iCarol:

“Your team is magnificent…Per your earlier email, thank you for being available to help me and the quick solution you found. Tomorrow, we are launching our public education campaign and I thought that you’d like to read the media advisory since iCarol is such a fundamental component to the success of our campaign.”

Thank you very much for your kind words Kiersten! We are pleased to have you and your agency as part of the iCarol family!

We’d love to share news about your helpline’s successes, new programs and services. Please to us to share your story.

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