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 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 and substance abuse 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, text, or through intake and screening forms or resource searches on their websites.
If you’d like to learn more about what iCarol does to support efficient referral management, check out this page of our website that goes over some of those features.
Happy I & R Day, everyone, and kudos on the awesome work you do connecting people with the services they need, and addressing the social determinants of health in your communities!
Learn more about Information and Referral:
One of the greatest challenges for non-profit services is adapting to the new and varied ways in which the people in your community want and need to access your services. We’re dedicated to helping our clients face those challenges head-on with innovative solutions that help you help your community through the methods that work for them.
One of those solutions is iCarol’s Public Resource Directory (PRD): A feature that takes your iCarol Resource Database and turns it into a public-facing, searchable directory of community services. By taking your internally curated database and placing it online for public access, you’re expanding your reach, helping more people, and accommodating the growing number of individuals who prefer self-service over engaging directly with your specialists.
Late last year we shared with you our plans to refresh the iCarol Public Resource Directory and add some new tools and other enhancements. We’re excited to say that this new version of the PRD has officially launched! When you use this PRD you’ll enjoy:
A built-in Guided Search builder that allows your Resource Specialists to bypass web developers and instead build a guided, graphical search right within the PRD. For more on guided searching, stay tuned to our blog for details on an upcoming webinar on that topic.
Intuitive geographic searching that is easy for your visitors to use. They can simply begin typing in their known geographic location, be it zip/postal code, city, county, or state/province, to produce results that are relevant to their location.
Expanded customization around the look and feel of the PRD using Cascading Style Sheets that allow you to blend the search seamlessly into your website with highly granular control over things like font sizes types and colors, background color, logo integration, and more.
Mobile responsive functionality, delivering a mobile-friendly experience that rivals that of more costly mobile apps and accommodating the many individuals using their mobile phones or other handheld devices as their primary means of accesing the internet.
Relevant search results that improve your clients’ outcomes over what they’d likely experience if they tried to search for helpful resources on their own via a regular internet search engine. When your web visitors search or browse your PRD, they’re benefitting from your expert curation of the resources, reducing their frustration and confusion as they try to address their challenges.
To see some of these benefits in action, check out our video about the Public Resource Directory.
The PRD is available now and we encourage you to contact our Support Team to learn more about the upgrade process. Also stay tuned to our blog for announcements on upcoming webinars that provide further insight on using the PRD.
If you use the ability to send Referrals via SMS (Text message) on your Call Report Forms, we have an exciting new capability to share with you. You can now customize the template used when sending these referrals via SMS message.
There is a default SMS Referral Template which sends information via text message in the following formats:
Agency Name; Agency Phone Number (first found custom-phone or all named phones); Loc: Agency Address Line 1, Agency Address Line 2, Agency Town/District, Agency City, Agency State/Province, Agency Zip/Postal Code
E.g. Elmdale Food Bank; 805-333-3333; Loc: 225 Simi Village Drive, Unit 2, Simi Valley, CA, 93065
Program Name; (first found custom-phone or all named phones); Loc: Program Address Line 1, Program Address Line 2, Program Town/District, Program City, Program State/Province, Program Zip/Postal Code
E.g. Food Hamper; 805-333-3333; Loc: 225 Simi Village Drive, Unit 2, Simi Valley, CA, 93065
There are two ways that phone numbers will be added to your default SMS Template:
- If Custom-named phones fields have been used on the Agency or Program record the first Phone Number found will be included in the SMS Referral, all other custom-named phones or named phone numbers will be omitted. (e.g. If you use the 3rd and 4th phone number fields, only the 3rd phone number will be included in the SMS Referral.)
- If you use the Agency Phone Numbers (named phone numbers) all of these numbers will be included in the SMS Referral in the order Fax Number, Toll Free, TTY, After Hours, Business Line, Hotline, Out of Area. (e.g. 403-215-5454 403-5487-2485 800-5428, etc.)
This is how such referrals by SMS may look as you prepare your report form. Note that the default SMS Referral template does not include labels or descriptions for included phone numbers.
So, how do you go about customizing the appearance of these SMS messages?
Creating a Customized SMS Referral Template
To modify your custom SMS Referral Template, contact iCarol Support by submitting a case through your Help menu. In your request include the following:
- The name of the Call Report(s) you would like the custom SMS Referral Template to be used for
- The Resource record fields you would like to include in your template for Agency and Program referrals.
- Any labels for those fields (or groups of fields, such as “address:” or “Loc:”).
- Provide separate details for what you would like SMS referrals to look like for Agency and Program records, iCarol Support will then work to incorporate all of your requests into one Template.
Here is an example of what SMS Referral Template could look like, at this time we are only able to include fields located on Agency or Program records, any values located on your ProgramAtSite or Sites won’t be available for your template.
AgencyName; Short Description; Hotline: Hotline, TollFree: Tollfree, Main: BusinessLine; Loc: Address Line 1, Address Line 2, City, County, Zip Code
ProgramName offered by AgencyName; Short Description; Hotline: Hotline, TollFree: Tollfree, Main: BusinessLine; Loc: Address Line 1, Address Line 2, City, County, Zip Code
(Note in the Starter Template Examples, labels will be italicized to help identify them – these labels will not appear in your SMS Referral Template if values do not exist in the field. e.g. Only a handful of your Program records have Toll Free Numbers, but when the toll free number exists it’s important that it is sent to the caller.)
If your organization wishes to use this feature, or if you have any additional questions on how to use it, please send a request via the Online Case Submission Tool, found in your Help menu, for support. Not sending out referrals by SMS message? Contact our team today to get started.
In iCarol, we offer a resource structure, or hierarchy, called Agency, Program, Site. If you’d like to learn more about this structure, you can download our guide about this information. The Agency – Program – Site hierarchy in iCarol follows the structure recommended by the Alliance of Information and Referral Systems (AIRS) and is most often used by those agencies using the AIRS taxonomy. Using this structure, at the 3rd or 4th level, (the 4th level being programatsite), has an effect on which information is displayed when viewing agency and program records within iCarol.
An agency is a legally recognized organization that delivers services. (edit screen identified by a grey ribbon)
The agency is the main location of the resource where the administrative functions occur, where the organization’s director is generally housed and where it is licensed for business. An agency may or may not deliver direct services from this location.
Sites are the physical locations (eg. branches) from which clients access services provided by an agency. (edit screen identified by blue ribbon)
If only one locations exists, all information may be stored in the agency record. If multiple sites exist, then ALL information recommended for Site must be stored there, since those fields will be displayed instead of the agency version.
The display hierarchy is: Program-at-Site (if using) Site / Program (if using)/ Agency (if a piece of information exists at all three levels, Site info will display
A service/program record describes the types of assistance/service an agency delivers to its clients. (edit screen identified by green ribbon)
If only one program exists for an agency, all information may be stored in the agency record for that resource.
Program-at-Site contains specific details about a program that are available at a site. (edit screen identified by beige ribbon)
It is helpful to understand what information from which type of record (agency, program, site or programatsite) will display so you can made educated decisions on what information to place in each record so that referrals given to your callers as an accurate as possible.
Our Support Team can provide you with an Excel document that shows what information will be displayed when viewing agency and program records. There are two tabs in the Excel document, one for those using the three level hierarchy (agency, program, site), and one for those using the 4 level hierarchy (agency, program, site, programatsite). If you’d like us to send you this document, please open a Case with support using the Case Management tool found in the Help section of your iCarol system.
We mentioned recently that at this year’s AIRS conference a workshop called Resource Database Assembly: The Next Generation provided some inspiration in making a measurement available within iCarol that calculates the complexity of your resource database. We have now added this tool to iCarol.
Resource Complexity is a concept first suggested by several AIRS luminaries. By using approximations, it is used to calculate how complex your resource database is and how many hours per year it would take to manage them using the AIRS standards. For each Agency record, it gets 1 point for every Site record and 2 points for every Program record belonging to it. The Agencies are then grouped by their point score into the following categories:
Simple: 0-10 points
Moderate: 11-20 points
Difficult: 21-40 points
Complex: 41 points and higher
Once grouped and counted, you then assume an average number of hours per year for a trained worker to manage those resources, as follows:
Simple: 1-5 hours (average of 2.5 hours)
Moderate: 5-10 hours (average of 7.5 hours)
Difficult: 10-20 hours (average of 15 hours)
Complex: 20-40 hours (average of 30 hours)
With the total number of hours calculated to manage your entire database, you can then estimate how many Full Time Equivalent employees you may need to manage your database. There are 2,080 hours in a standard work year (40 hours per week for 52 weeks) but the hours available to an employee are usually less than that to account for vacation, sick days, training, meetings and other administrative work that will reduce their hours available to do resource database management.
To use this tool, simply navigate to Statistics and click on the Resources tab. The values for the assumptions of Resource Database Complexity described earlier obviously greatly affect the calculations. They have been in use by a major US 211 center since 2009, who claim they very accurately predict workload. Your own results may vary. If you would like this tool to allow you to modify these assumptions, you can contact our Support team using the Case Management tool found in the Help section of your iCarol system.
A large chunk of time spent managing records according to AIRS standards involves keeping those resources up-to-date. When records are regularly checked for accuracy and updated, you know your clients are receiving helpful, good information. This reduces the frustration and feelings of being overwhelmed experienced by those who may already be in crisis or an otherwise difficult situation. Even a database full of records rated as “simple” will take thousands of work hours to manage.
If you check your database’s complexity and feel overwhelmed at the number of hours it may take to keep your database in check, then it’s time to consider iCarol’s Automated Verification tool. With this upgrade you can seek out the resource records that need to be verified using the same search tools as you would to give referrals, with the additional tool of date parameters showing when the records were last verified. Next, automatically send an authorized worker of that agency or program an email asking them to review the information you have on file and make suggestions or updates. They’ll be given a peek at the information as it exists in your live database so they can make those suggestions. Finally, your Resource Manager can review this information and choose to accept what’s been submitted or make some of their own tweaks first, and then apply the update to the resource record. What might have taken weeks of phone tag to accomplish has been squashed down to a fraction of the time. To find out more about Automated Verification and how it can assist you with keeping your resources updated, sign in to your iCarol system and check out the video.
We hope you enjoy this new ability to view the complexity of the resources in your iCarol database and that it helps you analyze your staffing needs pertaining to keeping your Resource Database accurate and up-to-date.
Often times our clients who do Information & Referral (I&R) need to export some or all of their resource or referral database to share with a third party. And while all Admins have access to the Data Export tool that gives them an Excel-readable export of all records and all fields, a more refined approach is needed for specific requests. For example, you might need to create a nicely formatted Microsoft Word document of just the Child Day Care providers in a particular city and just with a handful of informational fields. Or you might need to create an Excel listing of Food Pantries that serve Veterans in a three-county area. As well, you need to produce both of these files once per month and distribute them to your partners.
You can imagine that laboriously exporting all of your resource data and then laboriously removing fields and rows, then formatting it just the way you want to, could be very time consuming – especially if you have to do it on an ongoing basis.
That’s where iCarol’s Specialized Resource Exports to Word and Excel comes to the rescue. With it, you can create an unlimited number of “templates” with a targeted set of conditions and formatting to export just the resource data you want to Word or Excel, and have it formatted in the font type and size of your choice.
You start by naming a new template, choosing either Word or Excel, and indicating what record types (Agency, Program, Site) you want to be included.
Next you specify which standard and custom fields you want included.
Then you add any filters you would like to limit the exported records. Geographic filters indicate that records physically located within, or that are designated to serve, one or more areas are the records to be included. These areas can be as small as single postal codes, towns, cities, counties, regions, states/provinces or entire countries. You can even mix and match a number of different types of geographic areas.
Depending on what sort of categorization scheme you use – the AIRS Taxonomy or your own custom categorization – you can also add filters to include only those resources that area assigned to one or more of those categories.
In addition to the many standard fields available for resources in iCarol, many of our clients add their own custom fields. For any that are either drop-down lists or check-boxes, they too can be added as filters to confine the resources included in the export down to just those assigned to one or more of these custom fields.
After you’ve saved one of these templates, at any time you can tell iCarol to perform an export based on its definition and within a few minutes you’ll have the file ready for your download, use and distribution. As well, we’ve structured the Word documents to make it easy for you to add your own title pages, tables of content, indexes, headers, footers and more. That makes it easy to include the content in a larger document and brand it with your agency’s identifying information.
If you’d like to add Specialized Resource Exports to your iCarol system and provide your community with targeted resource directories, contact our for more information.
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