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. and are commonly used in the industry to describe what a service is, how it is offered and who it serves. But, you may not wish to have all of these fields appearing and populated on each level of the resource “hierarchy.”
For example, many people choose to have fields like Address and Phone number shown only for the Program, Site, or ProgramAtSite resource records, and not the Agency record level. There are probably several fields that you don’t wish to appear on the Public Resource Directory listing for the public, but you would like to have them appear in your internal iCarol system for your I&R and Resource Specialists. Customizing the fields being shown and editable at each level of the resource hierarchy is controlled using iCarol’s Resource Field Visibility tool, which recently underwent some very helpful enhancements.
Why the Changes?
These enhancements are a direct result of the feedback we’ve received from clients about this tool. Among this feedback was that the tool took too many clicks to operate, not all fields were available, some fields that were available shouldn’t be, and more. In addition to this feedback about what wasn’t working, clients offered some great suggestions on what could be added, such as ways to control the visibility of fields appearing on resource PDFs, and ways to enhance resource quality by requiring some fields to be required and always have values or text entered when editing.
Important note, we’re making the new Field Visibility tool available users now as a BETA feature. We welcome you to use it and test it out, and report any problems to the Support Team. Right now the new tool is available for configuration by Admins and those with Resource Manager security settings, but please note that the new Field Visibility settings and new version of the tool will not be applied to your system until you switch over to use the new tool (instructions below). Right now, these settings can only be used to control Resource Viewer, Resource Editing, Resource Auto-Verification, and Resource PDFs. Support for either version of the Public Resource Directory and Resource API are coming very soon.
The New Tool
To get to the Field Visibility tool, take the following steps:
- On your left main menu in iCarol, click on ‘Resources’
- Click on ‘Manage Resources’
- In the far left column click on ‘Field visibility’
You will arrive at this page.
When you navigate to this Field Visibility Settings page, you’ll note that to the right is a setting which shows which version of the Field Visibility tool you are currently using. Until you switch to ‘BETA: New field visibility settings,’ your settings as they are on the old tool remain in place. Warning: If you click on ‘BETA: New field visibility settings,’ you will be switched over to the new tool. We advise that you first configure your new settings before making the switch.
To explore the new settings page and/or begin configuring settings using the new tool, click the link to the right that says ‘Setup my new field visibility settings.’
Like the old tool, the field names appear down the left, and there are four columns to represent each level of the resource structure hierarchy: Agency, Program, Site, and ProgramAtSite.
There are a few new key things to note on this page:
- The new tool can currently be used to change the following areas: Resource Viewer, Resource Editing, Resource Auto-Verification, and Resource PDFs. To decide which of these you want to change the visibility settings for, select the appropriate one from the dropdown list.
- Where appropriate, for instance the settings used for Resource Editing, you can note that a field should not only be visible, but should also be required to have a value or text entered. Some fields, like ‘Name,’ are already set to be required and this is not editable, as having a Resource name is necessary in every record. These requirement settings will help you ensure important and necessary fields are not left blank, and results in cleaner and more accurate resource data management.
- There is a “Select all” or “Apply to all” setting at the top of each hierarchy column, allowing you to either turn visibility on or turn it off for every field* in the list with a single click.
*does not apply to the ‘Name’ field as this must always be visible.
- If you use Custom Fields, they appear at the bottom of the fields list. This allows you to control Custom Field Visibility in the same place as all other Field Visibility, rather than needing to navigate to the Custom Fields settings area of iCarol’s resource management tools.
- While changing your settings, it may help to have the field names appear alphabetically rather than having to sort through their typical groupings. Here you can change the field order from grouping to alphabetical and back again.
- If you haven’t yet Saved your changes and would like to undo the settings changes you made, simply click the ‘Undo Changes’ button. After clicking this button and clicking through a warning message, all settings will revert to what they were at your last save point.
- When you are ready to save the Field Visibility settings, click the ‘Save Field Visibility Settings’ button.
When you’re satisfied with the settings under the New Field Visibility Tool, and have saved your settings, you can then switch over to putting the new tool into use whenever you like. To do that, simply click the ‘BETA: New field visibility settings’ button.
We hope you enjoy the New Field Visibility tool and that you find it useful. Our goal was to apply all the helpful feedback we’ve received over time and make the process more streamlined and efficient, while offering even more options, control, and helping with clean data management. If you have questions or need to report any issue with the BETA of this tool, please contact the iCarol Support Team.
From October 1-3, our Director of Business Development, Polly McDaniel, will head to the Texas AIRS (TAIRS) Professional Development and Education Training Conference in San Antonio, Texas. This year’s gathering is extra special as TAIRS celebrates 40 years of supporting Texas I&R agencies.
In addition to the learning opportunities offered at the TAIRS Conference, this is a great time for us to recognize in person the amazing work the Texas Information and Referral Network accomplished during and following the devastation and flooding in southeast Texas, caused by historic Hurricane Harvey. We are honored to be the software supporting the TIRN network as they assist their neighbors in need.
At the TAIRS conference we’ll be on hand to answer questions, meet and greet members of the Texas Area Information Centers, meet additional information and referral providers from across the state and take part in sessions and conversations that will help us better understand the needs of those providing I&R across Texas so we can continue to provide the best service possible.
You can find out more about the conference here and on their event page. Be sure to follow us on Twitter to follow along with our activities at the conference!
Like many others, we’ve been watching the effects of Hurricane Harvey in southeast Texas, stunned by the images of record setting flooding and the impact on residents. In particular we’ve been thinking of all of our friends and clients in this area. As is typical of helpline work, they have an important role to play in disaster planning, relief and recovery, all while their own homes and families are at risk. We’re told that 2-1-1 Texas has remained operational throughout — a truly amazing feat in the wake of this historic hurricane. As we hear from them and gain permission to share their experience and stories of those they helped, we hope to bring that information to you.
Harvey serves as a reminder to all non-profit services and particularly helplines, contact centers, and 2-1-1s that you have a role to play in your community’s disaster plan as government services look for partner organizations that can disseminate life-saving information, offload call volume to government switchboards, and provide information across a variety of communication methods to make sure everyone is reached. Meanwhile, these not-for-profits naturally have to concern themselves with the safety of their own staff and their own infrastructure in order to remain operational. With Hurricane Irma now making its way towards North and Central America, and months left in hurricane season, it’s time to consider your disaster plan. And of course disaster goes far beyond tropical storms and flooding. Wild fires, earthquakes, tornadoes, blizzards, and other forms of disaster threaten communities across the globe.
We’ve recently been made aware of a website that provides a number of free resources helpful to any organization as they plan and prepare for disasters. You can access these resources here.
If you are interested in aiding in Harvey relief efforts, the United Way has announced establishment of a Harvey Recovery Fund. In the midst of these events it’s usually recommended to donate money rather than items, as storage space tends to be in short supply but cash allows organizations to purchase items on the ground for immediate distribution. They’ve offered information on the various ways you can make meaningful contributions on their website.
We extend our warm thoughts to everyone impacted by Hurricane Harvey. If you have information about relief efforts or if your organization has been directly impacted by Harvey and you would like to share your stories, please .
Photo appears courtesy of the United States Department of Defense. U.S. Marine Corps photo by Lance Cpl. Niles Lee.
Each year, February 11th is celebrated as 2-1-1 day throughout North America.
2-1-1 is an easy-to-remember three digit number, but unlike 4-1-1 for directory assistance or 9-1-1 for life-threatening emergencies, the focus of 2-1-1 is to provide people with comprehensive information and referral to various human services in their communities.
Rather than spend hours of frustration going it alone calling around to various agencies or surfing the web, help-seekers can make 2-1-1 their first call for assistance and speak to a trained specialist that can spend time evaluating their needs, educating them about resources, and then connect them with the appropriate services. These 2-1-1 agencies widen their reach by making their services available via chat, texting, and integrating their well-curated database of resources into their website. They also build partnerships with other providers by sharing their resource information and making it available to collaborators in a multitude of ways. Of course, iCarol is delighted to help a large percentages of 2-1-1s across Canada and the United States tap into these tools and innovation to help their communities.
iCarol is proud to be working with so many 211 providers whose organizations provide a vital service to their communities by connecting millions of people to essential services each year. If you work at a 2-1-1 and celebrated this day at your helpline, whether it’s just a small occasion or large outreach event, we want to hear from you! Send your stories and photos to so we can feature them on our blog and share your experiences with our readers and recognize your helpline.
Beginning in 2011, when the United States Senate first recognized Information and Referral Services Day, November 16th was designated to raise public awareness and recognize the critical importance of the I&R field.
Every day thousands of people find the help they need quickly, conveniently and free of charge because of Information and Referral (I&R) services. I&R services come in all shapes and sizes, from crisis lines that provide their local community with a core set of human service referrals, to larger scale 2-1-1 centers and statewide 2-1-1 networks providing comprehensive Information and Referral services to entire states or provinces covering many different topics and types of services.
Information and Referral is the art, science and practice of bringing people and services together and is an integral component of the health and human services sector. People in search of critical services such as shelter, financial assistance, food, jobs, or mental health support often do not know where to begin to get help, or they get overwhelmed trying to find what they need. I&R services recognize that when people in need are more easily connected to the services that will help them, thanks to knowledgeable I&R professionals, it reduces frustration and ensures that people reach the proper services quickly and efficiently.
The people who work these lines are consummate professionals who are often times like living, breathing encyclopedias; providing answers to questions ranging from, “Where can I get a free meal for my family” to “There’s a horse running loose in my neighborhood, who do I call?” We at iCarol are really honored to have so many Information and Referral services all across the world use our software to help provide these services to people who reach them via phone, chat, or text.
If you’d like to learn more about what iCarol does to support efficient referral management so you can better connect your clients with resources, check out this page of our website that goes over some of those features. You can also click here to read all of our blogs relevant to I&R and 2-1-1 helplines.
Happy I & R Day, everyone, and kudos on the awesome work you do connecting people with the services they need!
In the wake of Hurricane Matthew, many states in the southeastern United States faced destructive damage including massive flooding.
Here’s the latest from our friends at 2-1-1 in North Carolina:
NC 2-1-1 Provides Resources to NC Residents Affected by Hurricane Matthew
NC residents in all 100 NC counties can dial 2-1-1 from any phone 24/7 for resources
Raleigh, NC – NC Emergency Management has asked NC residents affected by Hurricane Matthew or those wishing to help with disaster relief to dial 2-1-1 for storm related resources. Residents in all 100 counties can dial 2-1-1 from any phone to reach a trained call specialist who can help them find shelters, and learn about evacuation routes, find help with storm clean-up, locate food, water and ice, learn more about volunteer needs and more. The service is available 24/7 in any language and callers will always be connected to a live call specialist trained to assist during disasters.
NC 2-1-1 call specialists are in contact with emergency management personnel and have the most up-to-date information on storm related resources, both during the storm and after. Call specialists can provide evacuation and shelter information, help people find food, water and ice distribution points and storm clean-up information and help, and help people find storm related clean-up help. Call specialists also have information about volunteer and donation needs and can provide that information to callers wishing to help those affected by the storm. NC residents should dial 2-1-1 or 888-892-1162.
In addition to disaster related calls, NC 2-1-1 can help NC citizens find resources for other health and human service needs, such as food, housing, assistance with utilities, job training, information about health care providers, and more year round. All calls are confidential and the service is offered at no cost to North Carolina residents.
NC 2-1-1 is provided to residents in all 100 North Carolina counties by United Way. The service is free, confidential, and available 24/7/365 in any language.
NC 2-1-1 staff shared with us that amidst the challenges of the situation, their service is standing out and being recognized by leadership throughout the state for their availability and outstanding service to their community. The system has proven itself to be a great tool to help citizens in need, and the people reaching them are feeling comforted, and pleasantly surprised, when they reach a live person.
We received a nice note from them in the aftermath of the storm:
“iCarol has served us incredibly well and I am so pleased with how easily I can pull the statistics I need. A big thank you to Mary for helping me pull those saved chart templates together Friday afternoon. The leadership at emergency management has been so impressed with the kind of information we can provide to them with just a few key strokes.” – Heather, NC 2-1-1 Statewide Strategy Director
We’re honored to be NC 2-1-1′s choice of software providers and we’re glad that iCarol has been an instrument to help them help people and produce important data for emergency management personnel, while reducing stress on their staff. Our thoughts continue to be with them and with all the people in the southeast US affected by Hurricane Matthew.
Next week, members of the iCarol team will head to the Texas AIRS (TAIRS) conference in Lubbock, Texas.
You may recall we announced last year that we were chosen to be the software provider for the Texas Information and Referral Network’s 2-1-1 program. Since that time we’ve enjoyed working with the service providers in Texas and remain proud and honored to have been selected by them. When considering the systems using iCarol prior to 2015, then with the addition of Texas last year, followed by several more networks in the year since welcoming Texas, approximately 42% of all 2-1-1 systems in North America now use iCarol.
It’s important to us that we connect with these service providers at events when possible and so we’re excited to be sending our team members Polly and Diana to represent us in Lubbock next week. We’ll be on hand to answer questions, meet and greet members of the Texas area information centers, and take part in sessions and conversations that help us better understand the needs of these centers so we can continue to provide the best service possible.
You can find out more about the conference here or download their mobile app. Be sure to follow us on Twitter to follow along with our activities at the conference.
You invest a lot of time collecting and then maintaining your database of community referrals so that you can connect your clients with the resources that can help them. But did you know that other organizations like hospitals, government agencies, corporations, and others have uses for that data, and are interested in partnering with you to access it?
Join us on Tuesday October 4th at 2pm EST for a webinar presented by iCarol Co-founder and CTO Neil McKechnie, to learn more about iCarol’s vision for creating data repositories that will help you build partnerships, open up new sources of funding, and most important of all, help more people.
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 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.
Heavy rainfall over the course of several days has resulted in severe flooding in parts of Louisiana.
Here at iCarol our thoughts are with the people of Louisiana as well as our friends and partners at the United Way agencies and 2-1-1 call centers in the region who are helping those affected. Many of the people working at these agencies are currently facing the same hardships as the people they’re trying to help, and so it’s very inspiring to see their energy used in service to others at a time that may be just as difficult for them personally.
Our team also extends our love and support for our very own Christa who lives in Baton Rouge. We hope the flood waters recede soon so that everyone can be safe, regain power and other necessities, and begin the repair and recovery process.
The devastating impact so far:
- 13 people have lost their lives
- Over 30,000 rescues initiated
- Over 12,000 people staying in shelters at the height of the crisis
- 40,000 homes and businesses lost power
- Over 60,000 homes damaged or destroyed
- 102,000 registered for federal disaster aid
- Over 25 inches of rainfall in some locations over the course of just a few days
United Way organizations throughout the region are helping to coordinate disaster relief efforts as well as accepting donations to assist with response. Please see below for press releases and other information from our contacts at these organizations:
From United Ways across Acadiana:
St. Landry-Evangeline United Way, United Way of Acadiana, United Way of Iberia and United Way of Southwest Louisiana have partnered to launch the Greater Acadiana United Way Disaster Fund. To donate, text keyword FLOOD2016 to 41444, visit each individual United Way web site or contact the individual United Way.
United Way-supported programs with nonprofit partner agencies help provide food, clothing, counseling and other services.
“On top of the downturn in the local economy, this flooding is causing even more damage to financially stressed families,” said United Way of Acadiana President and CEO Margaret Trahan. “We really need to pull together and pool our resources to do the most good for the most people.”
United Ways are partnering with local residents and partners in the non-profit sector, businesses, faith-based sector and government to help people through the recovery process.
United Ways are also working with Volunteer Organizations Active in Disaster (VOAD) to assess all other volunteer needs. Once those other volunteer have been identified, a United Way representative will contact registered volunteers with additional information. You can register to volunteer for emerging volunteer needs at www.unitedwayofacadiana.org or www.getconnected.uwsle.org.
United Way of Acadiana is accepting donated goods at its warehouse at 215 E. Pinhook Rd. from 8 a.m. to 6 p.m. daily until further notice.
This location is the staging point for all donated supplies, which will be dispersed to shelters and other places where needed.
United Way of Acadiana is also working in collaboration with The Daily Advertiser, which is also a drop-off site for donated goods until Monday, Aug. 15.
Items needed are:
- Baby food & formula
- Toilet paper
- Bottled water
- Non-perishable food items (e.g. canned goods)
- Cleaning supplies
- Rubber gloves
- New, unopened packages of underwear (adult & children)
- New, unopened packages of socks (adult & children)
- Feminine hygiene products
- Toilet paper
- School supplies, due to flooding in local schools
- Boxes or containers
There is not a need for clothing donations at this time.
From Capital Area United Way in Baton Rouge:
With the continuing devastation occurring in our community, Capital Area United Way is now accepting donations for flood relief. During this historic flood, most of our 10-parish area has been deeply affected, and we stand together with local partners in the non-profit sector, businesses, faith-based sector and government to help people through the recovery process. Basic needs is one of the focus areas for Capital Area United Way to stabilize individuals and families in times of crisis.
To make a donation text LAFLOOD to 313131 or visit www.cauw.org and click donate. Donations can also be mailed to Capital Area United Way, Attn: Flood Relief, 700 Laurel Street, Baton Rouge, LA 70802. For volunteer opportunities visit www.cauw.org/volunteer.
In addition to monetary gifts, Capital Area United Way is accepting donated goods (listed above) at its office at 700 Laurel Street from 8:30 a.m. to 4:30 p.m. daily until further notice. This location is the staging point for all donated supplies, which will be distributed to shelters and other locations where needed.