At the 2017 Startup in Residence Demo Day held this past month in San Francisco, participating groups were given 5 minutes to present their collaboration’s technological solutions to identified problems. iCarol and skyClutch were delighted to work together with the Our Children Our Families Council (OCOF) as one of the participating groups. skyClutch is an independent company which aims to help their clients with better resource delivery through user-friendly website integration. San Francisco’s Our Children Our Families Council works to make sure the resources of the city of San Francisco are directed toward helping children and families thrive.
The identified problem? Many of our youth and their families have the burden of searching multiple directories and portals for information but none of them are comprehensive. Most online directories provide basic health and human service listings, but do not include out-of-school activities, in-school services, child care openings, affordable housing listings, or information on medical support groups. The Our Children Our Families Council, a collaborative effort with the San Francisco Mayor’s Office and San Francisco Unified School District, seeks to create a comprehensive digital service directory, which would include all publicly-funded and publicly-administered services for children, youth, and their families including San Francisco Recreation and Parks, Department of Children Youth and their Families (DCYF), public safety resources, childcare, housing, health care, legal aid, and more. Currently, service data is decentralized and often inaccessible to the populations most in need. Much of the current service data is locked in proprietary silos maintained by individual organizations in different formats and is inaccessible to other departments, agencies, and stakeholders.
The proposed solution: A digital directory that connects disparate data sets into one holistic portal to increase accessibility and uptake of services to help San Francisco families thrive. Intended users are students, parents, teachers, counselors, youth, community based organizations, and city departments. The site would have front-end (e.g., homepage) that links to multiple search portals, which are unique to a particular data structure, user segment or issue such as transitional aged youth (TAY), child care, or housing. The goal is for the front-end to be user-friendly, translated into multiple languages, and mobile friendly. Users can search the service inventory via text field, location search, category search and bookmark, print, save, and share the resources they’ve identified and plan to access.
Moving forward: The Our Children Our Families Council is focused and committed on building, in partnership with iCarol and skyClutch, a centralized database of all San Francisco’s publicly-funded and publicly-administered services for children, youth, and their families. Through the use of the iCarol Resource API, skyClutch and the operational support from the Mayor’s Office of San Francisco and the San Francisco Unified School District, children and families awareness and ability to access needed resources will increase. The centralized database system will also allow the city to be more cost effective in how it can make residents aware of services and address resident needs. Behind the scenes, it also assists the city in knowing what types of services residents need most and what gaps there may be, ultimately helping the city strategize and improve response. And finally, it reduces frustration and builds trust between residents in need and their local government offices.
We are proud to be the chosen technology platform for OCOF’s service inventory and are very excited for the positive impact this project will have on children and families in San Francisco.
What is the STIR Program?
Local governments are under increasing pressure to meet constituent needs and engage with the public in innovative and cost effective ways. But, spending time and money on innovation is not always easy for city governments already stretched thin and busy with the day-to-day work operations. The Startup in Residence (STIR) initiative began in San Francisco in 2014, with the goal of solving civic challenges and addressing residents’ needs by pairing up government agencies and startups.
The partnered startup and governmental department work together over the course of 16 weeks to address a specific challenge using a co-developed technological solution. While the STIR program originated in San Francisco, it has since expanded to the nearby cities of Oakland, San Leandro and West Sacramento, with plans to go nationwide in 2018. You can learn more about STIR’s origin and history by watching this brief video.
Increasingly our clients are seeking ways to share data both internally with other tools they use, as well as externally with one or more partners.
An example of connecting internal tools would be a client of ours connect their phone system with iCarol both to facilitate “screen pops” when a call is routed to a particular phone worker and iCarol appears prepopulated with information about that caller, as they answer the phone; as well as to combine the data collected by both systems to answer operational questions like “what is our average handling time for calls related to different help seeker needs?”.
And an example of sharing data externally would be giving access to your resource database so a third party can build a mobile app or a website targeted at a certain sub-population in your area, like immigrants or job seekers.
Enabling these data sharing relationships, whether internally or externally, is where API’s come to the rescue.
An Application Programming Interface (API) allows electronic systems to interact with each other without the need for the direct human intervention. That is, with an API no person needs to direct data traffic between two systems, say via a website or other screen – the systems just talk directly to each other behind the scenes. In this way, the data that resides in the main system can be searched, retrieved and even modified by other authorized computer systems connecting to it.
To do this, a software vendor writes an API and makes it available securely on the internet, and also publishes documentation about how other developers can use it. They can be one-way APIs, also known as “read only” because the software consuming the data from the API cannot modify it. Or they can be two-way APIs, where the consumer software can make modifications, like creating new records, or modifying or deleting existing ones.
At iCarol, we’ve had an API for a number of years now and are actively expanding its capabilities – it is used by quite a number of our clients to enable real-time data transfers both internally and externally. And we also consume quite a few API’s published by other software systems. Some of them enhance iCarol’s capabilities, like Google Maps or tools that let us send and receive SMS messages within iCarol. Others let us push client data to their partners, for example client or call data that needs to transfer into a partner’s electronic medical record systems.
APIs have been around for a long time in the software world, and will only grow in importance in the years to come. We continue to be excited about their possibilities and will certainly be expanding our use of them.
Congratulations to our friends at Ontario 211 (ON211) — recent winners of the 2017 Citizen and Community Global Impact Award for their website, along with partners BDO IT Solutions. This award is granted to an organization that exhibits excellence in creating solutions that improve communities.
This award is a result of a partnership between ON211 and BDO IT Solutions to create a cost-effective, web-enabled solution aimed at transforming ON211’s online presence and among other goals, making their website easier for community members to navigate and find needed resources. BDO worked closely with Ontario 211 Services to develop the service on Microsoft’s technologies and implement in the Microsoft cloud, Azure. ON211 Resource records are curated in the iCarol database and that data is made accessible to the website via the iCarol Resource API.
Read ON211’s full press release about the project and award here.
Find out more about iCarol’s Resource API here and here, and please contact us if you’d like to learn even more about using the Resource API at your organization.
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.
May was a busy month for our team, capped off with a trip to St. Louis for the 38th Annual Alliance of Information and Referral Systems (AIRS) training and education conference. But before that conference got started, we had an exciting event of our own to host.
For awhile now we’ve been wanting to experiment with holding an in-person training event for our clients; something that would allow us to go beyond the sessions we historically participate in during these conferences which generally must be not vendor specific. We love sharing our broad knowledge with folks at sessions like this, but recognize there’s an opportunity for iCarol-specific education especially given that so many of our clients would be present and, we hoped, interested in spending some time with us.
So late last year we began planning what would become the iCarol Summit, a day-long intensive training event hosted by us and featuring members of our team with extensive knowledge and expertise in Information and Referral (I&R). The Summit was held on Sunday May 22nd to superb turnout by iCarol users all across North America.
Neil welcomed everyone with an opening keynote where he discussed recent iCarol growth, the state of the I&R industry, and trends we’re seeing. A few highlights include:
The size of our team has doubled in the last 18 months
The number of users worldwide is solidly above 50,000 and growing
1/3 of 211s in North America use iCarol and that number is continuously growing
5 of our staff hold CIRS or CRS certifications from AIRS
iCarol leadership continues to take an active role in discussions about AIRS standards and technology initiatives in the I&R industry
In 2015 we added over 1,600 enhancements to our product with many more coming before 2016 ends
There are more ways than ever for our users to enhance their iCarol knowledge, from training webinars and on-demand videos available now, to tailored walk-throughs which are coming soon
Discovering and trialing iCarol will be made easier with added automation to the onboarding process
The I&R Industry Trends
AIRS standards continue to evolve
Big data and data sharing
Extending reach via mobile, live chat, texting, and social media
Self-service via the web and apps
From there, our participants headed onward to a day of sessions we developed with our users’ needs in mind. Polly gave a thorough presentation which walked us through bringing together AIRS standards and AIRS resource database quality recommendations using iCarol. She discussed iCarol program metrics and tools and how they can directly improve your ability to meet certain AIRS standards and recommendations. Just one of many examples, the Resource Complexity report, which provides an analysis of your records and how they rate on complexity. The report suggests the number of hours it may take to manage them using the AIRS standards as a guide, therefore giving the tools to determine the number of FTEs needed at your agency to meet these standards. The rest of the presentation covered similar program tools and metrics that directly assist with meetings AIRS standards and thus achieving certification.
Christa led a session on the many ways you can use iCarol to reach your community beyond fielding phone calls — and we’re not just talking about iCarol Messaging (Live Chat and Texting). This session covered tools like the Public Resource Directory, Online Forms, texting or emailing referrals, follow-up texts, the API, and more. In fact, for each of these areas she discussed not just the tool as a whole, but some individual components or settings in each function. The group was exposed and educated on many iCarol features that they had previously not discovered, or didn’t have extensive knowledge of. Crystal held a session on Proving Your Value, covering topics like Needs and Unmet Needs reports, examining your exports, and a peek at new exporting tools coming soon, along with some discussion about Microsoft’s powerful Power BI capability.
These are just a few examples of the highly detailed and helpful breakout sessions we aimed to bring our participants, and we’re so pleased by the attendance and enthusiasm at these presentations.
At the end of our Summit, Rachel presented a traditional usergroup session, which was open not just to Summit attendees but to any interested party who was visiting the conference and wished to learn more about iCarol. In this final session of the day, Rachel touched on some of iCarol’s product initiatives, including planned enhancements we’re currently calling “Messaging 2.0” and “Public Resource Directory (PRD) 2.0.” Messaging 2.0 will enhance the usability of this feature via a more efficient approach to both the workflox and access to the resource search. These enhancements will also improve your productivity — not only will you be able to find and give visitors their referrals even faster, but the enhancement should result in a quicker response time when working in your forms. Messaging 2.0 will also bring with it increased reliability and fewer opportunities for the already low occurrence of “lost” messages. This enhancement is still being developed and so we cannot commit to a firm release date right now, however at this time we estimate a fall 2016 launch.
The new developments to the iCarol PRD will boost your ability to direct help-seekers to services via the PRD’s embedded resource search on your website. The enhancements will reduce the time it takes to obtain search results, while simultaneously offering greater control over appearance including more integrated tools to build “guided” searches, or customizing CSS or using the API for even greater control. Further, you’ll be able to configure the weighting of search results, set up guided searches, filtering, and more.
Rachel wrapped up our day by speaking to other recently released development, and spoke to a few other planned enhancements for the remainder of 2016.
We thoroughly enjoyed presenting our first ever iCarol Summit, and we truly hope all who attended enjoyed themselves and learned a lot that they can put into practice at their helplines. The feedback we’ve received so far has been extremely positive, and the success of this event has encouraged us to plan future events. We’d appreciate your help in making that happen. Please take a second to answer just a few questions that will help us develop future training events.
Next up was the AIRS Conference, and the team had a blast. It’s difficult to sum up so much activity and also express how much fun we had. These events are always a great chance for us to see each other, our clients, industry folks, and meet lots of new friends.
Polly and Crystal hosted an extremely popular session called “Crunching the numbers” where they took the audience through the process of interpreting your data through Excel tools like pivot tables. This workshop was non-vendor specific, meaning the session focused on elements that any helpline with data could find helpful, regardless of the software they use to collect that data. According to Polly, one attendee of the presentation said he was working on his MBA and some of the material covered in the session wasn’t even included in an advanced course on Excel.
We received great feedback about this workshop — Stay tuned as you may see the opportunity to watch either a live or recorded version of this presentation in the future.
As usual, we had a booth set up so we could share information about iCarol to interested parties, as well as having a place to greet our users who came to visit. The exhibitor’s hall was expansive and impressive, located in the lobby area of the historic St. Louis Union Station Hotel. Check us out in the bottom left of the photo.
We kept ourselves tuned in to the trends and discussions impacting the I&R industry. There were a lot of conversations that extended the themes of the keynote from the United Way 2-1-1 CEO convention back in March, which we attended. There are plans to build a national resource data repository for United Way Worldwide, and it appears those plans are progressing and getting more detailed. We’ll be keeping a close watch on this, as it could influence iCarol innovation and development of tools for our users who may want to participate in such a database.
Follow-ups, measuring outcomes, processing and effectively reporting your data, and expanding your reach to help seekers all emerged as hot topics. As we hope you’d expect by now, we’re actively engaged in these conversations and constantly assessing how iCarol can be developed to give you the leverage you need.
Our users are doing some pretty cool stuff using iCarol — notably Kings United Way in California which created the 211 Intelliful app that connects residents of Kings and Tulare Counties in California with the resources available to them. It’s available via the App Store and Google Play, and will give you a good idea of all the amazing things you can do using the iCarol API. We were happy and really impressed with the app they developed and others clearly were, too.
Of course we left time for fun. St. Louis provided lots of opportunities for that. The gang enjoyed a tour of the Anheuser-Busch Brewery
And just like that, it was over! We loved our time in St. Louis and this was a particularly energizing conference in part because of the iCarol Summit and in part because of all the creativity, innovation, and excitement we were exposed to. Don’t forget to give us your input about future in-person trainings by iCarol — we’d love to take you with us on our next adventure!
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.
Kids Help Phone has a 25 year legacy of providing phone and online emotional support for Canadian children and teens. An authority on a variety of topics, their professional helpline counsellors are available 24/7/365 to talk to kids about any issue. They are a nonjudgmental source of trustworthy information on mental health, bullying, sexual health, peer and family issues, addictions, and more. Tens of thousands of kids reach out to their services each week via phone, online chat, and written correspondence on the Kids Help Phone website. They play a large role in the continuum of mental health care for Canadian youth.
Kids Help Phone recently launched the “Always There” app and “Resources Around Me” public database. “Always There” was developed with the help of kids submitting their input and voting on features. It allows kids to keep a private log of their feelings and experiences. App users can contribute to stress buster activities that offer helpful tips, inspirational quotes, and jokes.
“Resources Around Me” provides Canadian youth with greater access than ever to the resources available in their communities. By simply starting with their location and then the types of resources needed, teens can easily find what they’re looking for and then connect directly with those resources.
The iCarol team is proud to have been a part of this project through our support of the resource database and the API. How can your organization make use of these same tools? How about adding on the Public Resource Directory to your iCarol system so you can share resources with the public via a resource search on your own website? iCarol’s Resource API gives your software developers the data they need to work on a variety of new and exciting projects. If you’re interested in pursuing a project like this, send an email to
Have you ever wanted to create your own mobile apps for your help line, but want them to be different than the ones iCarol will be offering later this year? Or perhaps you want to host a public-facing website that can present your resource database in real-time?
These are two of the many possible uses for the iCarol API, a newly-launched optional upgrade for your iCarol system that lets other applications access your live iCarol databases in a secure manner.
To learn more, please read this article about the iCarol API or contact our team for more information.