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Introduction to Resource Management Tools
In this session we’ll cover the basics you need to know ahead of the rest of the day’s sessions. We’ll talk about the resource structure, the different types of resource records and explain the hierarchy of Agencies, Programs, Sites, and Programs at Sites. You’ll gain an understanding of iCarol settings around which resource record fields are visible to editors/viewers/public, field choices, and custom fields. Finally, we’ll talk about the fundamentals of searching for resource records and how to optimize your iCarol system inline with your policies around resource management.
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Creating, Editing, and Updating Resources
In this session we’ll talk about creating resource records through a variety of methods including directly within iCarol, or through imports. We’ll also go through resource record editing capabilities, with a focus on using the Advanced Resource Search and Bulk Editing tool.
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Categorization and Taxonomy
Assigning categories or 211 Human Service Indexing System (211HSIS formerly known as the 211 Taxonomy) terms to your resource records is an essential part of ensuring you provide the right resources to meet a person’s needs. In this session we’ll evaluate how to assign and edit categorizations to resource records, and details on how the 211 HSIS is kept up-to-date within iCarol.
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Learn more about the frontline side of resource and referral options within iCarol. We’ll go over the tools frontline workers use to flag resource records or make comments to aid Resource Managers, and how you, as a Resource Manager use that input to aid in your resource management. We’ll show resource records can be shared with consumers through methods like email and SMS, and configuring and documenting Met ad Unmet needs of those consumers.
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Public Access and Self-service of Resources
Many consumers prefer to self-service when possible, rather than engaing directly with a contact specialist for resources. When offered the right way, this can be hugely beneficial and frees up your staff and volunteers to provide direct assistance to more people who need it, or pursue other tasks. iCarol offers a number of solutions to empower your community to self-serve and explore potential resources, such as our built-in wizard to build a Public Resource Directory from your resource database, or the iCarol Resource API for more custom-built projects for your developers.
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Automating Verification of Resource Records with Service Providers
Now that you’ve built your database with hundreds, perhaps even thousands of service records, how do you keep it updated? In this session we’ll talk about the InformUSA standards and expectations for keeping records maintained and up-to-date, and iCarol solutions for creating batch update requests that allow your service providers to review and update their records to send to you for approval. With the Automated Verification of Resources tool, reviewing and accepting provider updates happens in just a few clicks!
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Introduction to Logging Inbound and Outbound Contacts, Contact Record Settings and Options
In this session we’ll talk about how your center can document interactions with consumers, including your inbound contacts in Contact Forms, or using the Outbound Contacts module for Telephone Reassurance and friendly check-in programs. Learn how the data collected in Contact Forms is directly related to the reports you run in Statistics, and why it’s important to keep this in mind when building your forms. Join this session to get an orientation to form settings and permissions, data collection methods, data validation, standard vs. custom fields, and more!
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Getting the Full Story Using History: Searching and Profiles
Having some historical reference can often help you best serve a person who may have had previous interactions with your organization. In this session we’ll talk about how your specialists can search for past interactions recorded on Contact Records, or information in a Profile created for a client or repeat users of your service. We’ll cover the workflows for creating, updating, and searching for Profiles, with the option to use a previous interaction as a starting place for documenting the latest interaction to save additional time. You’ll learn what data is stored in a Profile and how it can help you see the consumer’s history of services with your organization. We’ll explore how you can find and merge duplicate Profiles to keep records consistent and improve quality assurance.
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Searching for and Providing Referrals to Services
Many help-seekers present needs that will need to be addressed by a community-based organization or other service providers. Your Contact Specialists will search your iCarol Resource Database for the right services and refer your consumers to them for additional assistance. In this session we’ll discuss best practices for searching the database to provide referrals to a help-seeker, including tips on using geographic filters and Categories or Taxonomy, and how to track both Met and Unmet Needs. We’ll go over the number of ways you can present that information to help-seekers, including sending referrals by SMS/Text or Email, and what happens if you need to refer to a service not listed in your database.
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There are a number of tools and workflows in iCarol that help supervisors or coaches provide helpful feedback to the staff and volunteers. In this session we will discover how supervisors and coaches can review Contact Record documentation and provide feedback directly on the documentation either privately to the worker who handled the interaction, or publicly viewable to other staff and volunteers, and other tools for supervision.
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Whether for quality assurance, surveys, outcome information, or safety planning, follow-ups are an important part of most iCarol customers’ workflows. In this session we’ll talk about how to create Follow-up activities and assign them to specific workers or to any available specialist, and how to identify the follow-ups that are due or coming due soon. We will explore iCarol’s Automated Follow-up capabilities that help you serve more people by scheduling and automatically sending follow-ups by email or SMS/Text, and include surveys or self-assessments in those follow-ups. Finally, we will cover how you can report on those follow-up activities to measure your impact.
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Providing 2-way Live Chat and SMS
There’s no denying the popularity of channels like Live Chat or SMS/Text as communication tools. In a study of mobile phone behaviors, Pew Research Center found that Texting was the number one most used feature of smartphones across all age groups. Pew also discovered that 41% of consumers preferred using Live Chat to communicate with a business or organization, as opposed to phone support (32%) or email (23%). It’s critical that your service meet people where they are, too, by offering your services on these channels.
In this session we’ll explore how easy it is to offer Live Chat and/or SMS/Text with your iCarol system. We’ll display the different ways you can present your Live Chat service to the public, help you understand your messaging queue, and learn about how to conduct and document these interactions in iCarol.
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Care Coordination Tools and Workflows
We understand the importance of building good continuums of care in your community, and ensuring that a consumer’s social determinants of health are addressed. That means that your organization is probably tasked with some degree of care coordination for the clients who reach you and who may receive warm referrals to other community services. In this session we’ll talk about the Care Coordination tools and workflows available in iCarol with use case examples.
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