2-1-1 Texas Information and Referral Network has two positions now posted for a Program Specialist IV and a Resource Specialist (PS V). Please see below for more information.
Program Specialist IV
The Texas Health and Human Services Commission (HHSC) seeks highly qualified candidates to fill the Program Specialist IV position within the Access and Eligibility Services (AES), 2-1-1 Texas Information and Referral Network (2-1-1 TIRN). AES is driven by its mission to connect Texans to people, services and supports by helping individuals and families in need of food, medical care, cash assistance and other social services. 2-1-1 TIRN connects Texans to services by providing information and referral to community and governmental resources online at 211texas.org and by phone 24 hours a day, seven days a week. The ideal candidate will thrive in an environment that emphasizes: a passion for service, innovation through new ideas, customer-first thinking, consistent and reliable service provision, embracing our differences as a source of strength, accomplishing more through partnership, and learning for continuous improvement.
The Program Specialist IV reports to the Program Manager, who is supported by the to the 2-1-1 Service Delivery Team Lead for 2-1-1 Texas Information and Referral Network (TIRN). The Program Specialist IV works with 2-1-1 TIRN staff, contracted Area Information Center (AICs), and other stakeholders to support contact center service delivery and telephony. The Program Specialist IV provides programmatic support, research, and project management for the 2-1-1 TIRN program. Responsibilities include providing support, guidance, and technical assistance on service delivery and telephony; project management for special initiatives; conducting and interpreting research; preparing implementation proposals; identifying and documenting best practices; and establishing quality assurance and performance measurement tools and protocols. This position will also work with program staff to engage internal and external stakeholders and partners to enhance community access.
Closing Date: 8/21/19
Click here for more information.
Program Specialist V (Resource Specialist)
The Texas Health and Human Services Commission (HHSC) seeks highly qualified candidates to fill the Resource Specialist (Program Specialist V) position within the Access and Eligibility Services (AES), 2-1-1 Texas Information and Referral Network (2-1-1 TIRN). AES is driven by its mission to connect Texans to people, services and supports by helping individuals and families in need of food, medical care, cash assistance and other social services. 2-1-1 TIRN connects Texans to services by providing information and referral to community and governmental resources online at 211texas.org and by phone 24 hours a day, seven days a week. The ideal candidate will thrive in an environment that emphasizes: a passion for service, innovation through new ideas, customer-first thinking, consistent and reliable service provision, embracing our differences as a source of strength, accomplishing more through partnership, and learning for continuous improvement. This position reports to Program Manager, who is supported by the 2-1-1 Texas Database Administrator.
The 2-1-1 Texas Resource Specialist provides broad programmatic support, research, analysis, and project management for initiatives and projects focused on improving the quality of 2-1-1 Texas resource data and expanding how Information & Referral services are delivered using technology. Responsibilities include project management; conducting and interpreting research; preparing implementation proposals; identifying and documenting best practices; and establishing quality assurance and performance measurement tools. This position will also work with program staff to engage internal and external stakeholders and partners to enhance community access.
Closing Date: 8/21/19
Click here for more information.
As we mentioned in our recent blog about the iCarol Ideas Portal, quite a few recent and upcoming enhancements to iCarol are a direct result of contributions and engagement on the portal. That includes these recent enhancements to Automated Verification — the iCarol tool that helps you keep Resource records accurate on a regular basis, and helps maintain AIRS accreditation, with less manual work by your Resource Management staff.
Automated Verification Request Email Outcomes and Bounced Email Notifications
Whether you’re sending just a handful or a hundred of requests for verification out to service providers, it’s nice to know what happened to those emails and if they made it successfully to their destination. With this latest enhancement, you now know even more about the outcome of those emails, specifically whether or not they “bounced,” i.e. they encountered a problem along the way and did not make it to their intended destination. This would happen particularly if the email address wasn’t valid, which tells your Resource Managers they may need to contact that organization to verify a valid email to use for future Automated Verification Requests.
In addition to seeing the bounced status when viewing the original request page, the Resource Specialist who initiated the request will also receive an email notifying them that the request bounced and did not make it to the intended recipient. The additional notification via email will help alert them to the fact that the verifier did not receive their Automated Verification request, which could help them address and resolve the issue more quickly.
Initiate an Automated Verification Request While Editing a Resource Record
Sometimes you may want to initiate an Automated Verification Request for a single record in your database. You could certainly do this using the typical method of going to the main Resources search screen, choosing the “Verify” option, and searching for the record you wish to verify.
However, often when a single verification is needed it’s because the Resource Manager was actively reviewing the record and notices it needs an update. Or, perhaps another staff member has flagged the Resource and the Resource Manager is investigating. In these and many other cases, it would be very convenient to initiate an Automated Verification Request right then and there, for that single record, without having to go to the main Resource search page. Well, now you can do exactly that! While editing a record, in the section that outlines verification information, a link appears that can initiate the request. When clicked, the link takes the Resource Manager to the page where they configure the request settings.
We hope our Automated Verification users enjoy these two enhancements to the feature. We think they’ll help maintain Resource accuracy while saving your Resource Specialists some time in the process.
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!
iCarol has many tools to use when searching for resources. Using these tools, call takers can fine tune their searches in order to find the most appropriate resources for your clients. Please read on to learn about these tools and how to use them.
There are three search types in iCarol – Taxonomy, Resources and Keywords.
Taxonomy refers to the AIRS Taxonomy, used by 211 agencies in Canada and the United States. This is a 7 level categorization hierarchy that is used to categorize human service agencies into over 9,000 categories.
Resources is used to search your resource database for the name of the agency or program.
Keywords refer to a categorization system that you can set up yourself. Placing your resources into categories can help your call takers narrow their searches quickly to find, for example, Domestic Violence resources or Individual Counseling resources.
There are several filters you can apply to your searches on top of the search type.
Names should be used when you want to search by the name of the agency or program. Please note that searching Resources actually searches three different text fields in your resource records – Name, Alternate Name and Search hints. In this way, you can search for the Salvation Army by its official name, Salvation Army, its alternate name, Sally Ann, or a term that is placed in the search hints, perhaps the name of the building the agency is housed in, the Hope Center.
All fields can be used to search other text fields in the resource record besides Name, Alternate Name and Search hints, such as the Description field. This can be helpful if you are searching for a term that is not likely to be found in a name. For example, perhaps the client needs help obtaining diapers. It is very unlikely that there is a resource name in your database with the word diapers, but that word may appear in a Description field where the services the agency or program offers are outlined.
Specific field, with the associated drop-down menu, can be used to conduct a search in a very specific text field, such as address or eligibility.
Agencies, Programs, Sites or ProgramAtSite will appear for those using the three or four level resource hierarchy available in iCarol. In this way, the call taker can limit their searches to just certain record types. Best practices indicate that the majority of searches should be conducted at the program level.
Include Inactive and Include Active but do not refer refers to the status of the resource records. These filters can be used to search records of all statuses, not just the active resources.
These filters can be used to narrow searches by their proximity to the client or the coverage area the resource serves.
All resources means that no geographic filters will be applied to the search and all resources that meet the other filters indicated will be displayed
Resources within means that iCarol will search for resources that are physically located within the geographic area indicated by the country, state/province, county, city and postal/zip code filters entered. iCarol bases this search on the physical address entered into the resource record.
Resources serving means that iCarol will search the coverage area of each resource and return those that meet the geographic area indicated by the country, state/province, county, city and postal/zip code filters entered. iCarol bases this search on the coverage area field in the resource record.
Combining the filters above when conducting resource searches can result in a smaller, targeted list of results that is much more manageable for the call taker to look through. This saves time and increases the likelihood that the client receives the most appropriate resources to meet their needs.