What is a Program?

Your organization can have many different Programs, and people at your organization can belong to one or more Programs. When Programs are enabled in your system, you have the ability to do the following:

1. Associate each Vols-Staff with just one, or multiple Programs
2. Create a unique Shift Calendar for each Program, allowing you to assign Programs to Shifts, which automatically requires a Vols-Staff be assigned to that Program before being able to sign up for that Shift
3. Choose call report forms to be associated with each Program, allowing you to restrict Vols-Staff to create and see Call Reports that are associated with the Programs to which they belong
4. Associate Caller Profiles with a Program, allowing you to restrict Vols-Staff to only see Caller Profiles that are associated with the Programs to which they belong
5. Analyze Statistics on individual Programs at your organization, or look at all Programs as a whole
6. Always see anything in any Program, regardless of membership in Programs if you are an Admin or Supervisor
   

1. Program Name: each Program has a unique name.
1. What do you want your Program(s) named? If this is the first Program you are setting up in your iCarol system, then you will need to provide two names. One to represent the existing service you’re providing with your iCarol system, and the second name to represent the Program we are adding for the new service you offer.
   
2. Program Shifts: if you wish to use Programs on the Shifts calendar, you can assign each Shift to a Program, allowing you to create separate Shift Calendars for each Program.
   
3. Program Call Report Form: One Program can be associated to multiple call report forms, but each call report form can only be associated to one Program. Each Program comes with a new call report form.
   
1. Do you want to create a new call report form, or use an existing form? If it is a new form, or if you are adding questions to an existing form, you will need to provide all of the data fields (categories, groups/questions, and items/answers) you’d like to have; be sure to also include if the possible answers should be in a pull-down list, check boxes, or a text box. Typically, we see clients define data fields to comply with reporting requirements, as well as to track issues to help analyze the types of sessions you experience. Many clients need to capture the same data no matter how the help seeker contacts them. So we do have many clients ask us to make a copy of their Call Report Forms and then they make a few additions/changes that may be specific to the session. Please provide the list of the data fields you’d like to have in your call report form in Word or Excel format.
   
2. If you are using an existing form(s) or have an existing form(s) in your system, which Program name would you like them associated to? Before you answer this question, please read the information in the help article 'Assign Call Reports to Programs' to understand the effects of assigning a Program to a call report form.

Assign and Remove Vols-Staff to Programs

1. This allows you to restrict who can see and access certain Shifts, Call Reports, and Caller Profiles in your system.
2. Admins and Supervisors can assign and remove Vols-Staff members to and from Programs.
   

To Bulk assign or unassign Vols-Staff to one or more programs. 

1. To select a single record
   
2. Click the checkbox or anywhere within the listed row (except the open button)
   
3. The row will highlight, and the checkbox will display as selected. 
   

1. Click the checkbox from the checkbox column header
   

1. Click on the “Actions” button in the Actions Bar
   
2. Choose an action to complete, then follow the steps displayed
   

Update Programs:

Allows you to modify the assigned Programs (when subscribed) for multiple volunteer-staff users.  The popup window will include one row for each of the selected volunteer-staff users.

      1. Click on the checkbox under each Program to select or unselect that volunteer-staff user from the Program

NOTE: The “Follow-ups can be assigned by” dropdown list is enabled by a setting in admin tools.

Click on Admin tools > Contacts and Profiles> Follow up Activities Settings> "Allow volunteers to be excluded from "Follow-up Assigned to" List

      2.  Click the checkbox at the top of the checkbox column for any Program to select or unselect all volunteer-staff users from the Program.

      3.  Click “Save” to apply your changes, or “Cancel” to go back

When an agency uses iCarol Programs they are able to control each Vols-Staff members access to Shifts, Call Reports, and/or Caller Profiles. Vols-Staff members must be assigned to Programs, and their profile must specify that they may access Shifts, Call Reports, and/or Caller Profiles for Programs of which they are a member.

Once Vols-Staff have been assigned to a Program, you can update each Vols-Staff profile to restrict their access only to the Call Reports, Shifts and/or Caller Profiles for the Programs to which they are assigned:

1. Click 'Vols - Staff' in the left hand menu
2. Click the Vols-Staff name that you wish to update
3. Click the 'Action' button
4. Click 'Advanced Settings' 
5. Under the Contact Records heading is the setting 'Can only see Contact Records for Programs to which they belong'
   
6. Under the Contact Records heading  is the setting ‘Can only see Caller Profiles for programs to which they belong'. Click the checkbox next to each setting to apply the restriction for the Vols-Staff member you are editing to apply these settings
   
1. Under the Contact Records heading you'll see settings for 'Can use the following forms to "CREATE" or "VIEW"' and then each of your contact form versions are listed under these settings. If your organization has any Contact Form Versions that are not assigned to a Program, then when the setting 'Can only see Contact Records for Programs to which they belong' is enabled, it will prevent users from being able to view or create contact records for any Contact Form Versions that are not assigned to a Program. Therefore, you may wish to use the settings on the left side of the page to give users permission to "View" and "Create" specific Contact Form Versions. If you enable the settings to "View" and "Create" specific Contact Form Versions, then you need to disable the setting 'Can only see contact records for programs to which they belong' as that setting will override any selections you've made related to "View" and "Create" specific Contact Form Versions.
   
7. Under the Shifts heading is the setting 'Can only see Shifts for Programs to which they belong'. Click the checkbox next to the setting to apply the restriction for the Vols-Staff member you are editing.
8. Click the 'Save Settings' button at the top of the page
   

Note: If you have multiple Messaging Portals setup in your system, and the same call report form is used in 2 or more of those portals, then you are unable to use the setting ‘Can only see call reports for programs to which they belong’.”

If you would like all of your Vols-Staff to have the settings 'Can only see Call Reports for Programs to which they belong' and/or 'Can only see Shifts for Programs to which they belong' the iCarol Support team can do this for you. Submit a new case using the online case management system.

1. Select ‘Calls’ in the left hand menu
2. Click Caller Profiles on the Calls page
3. Search for the Caller Profile you wish to edit
4. Select the Caller Profile and click ‘Edit’
5. You will now see a drop-down list appears in the Caller Profiles for ‘Program’ – you can either choose to leave the default ‘(available to any Program)’ selected, or you can choose a specific Program
6. Click Save once you are done making your changes
   

How to assign Contact Forms/Call Reports to Programs

When the Program feature has been enabled in your system, a member of the iCarol Support team is able to assign Call Reports to Programs. If you would like to adjust what Call Reports are assigned to which Programs, then submit a case to the iCarol Support team using the online case management tool.  

When a Contact Form Versions is assigned to a Program, the following occurs in relation to that form:

1. If you use the Schedule a Follow-Up Activity area, only users assigned to the Program appear in the 'Assigned To' drop-down list
1. Additional settings are available if you wish to further limit the 'Assigned To' list by enabling the setting to 'Limit the Volunteers and Staff from the Follow-Up Assigned List'; read the related help article to learn more about that setting and how to configure it
2. Advanced Security Settings are available in each user profile, allowing permission to be granted so a user can only create or view call reports for Programs to which they are assigned

Important Notes:

1. Each Contact Form Version can only be assigned to one Program; each Program can be assigned to multiple different Contact Form Versions
   
2. To see which Program a Contact Form Version is assigned to, go to the Manage Contact Form Versions page and if the form is assigned to a Program, that will appear below the form name on the page
3. If Programs are added to your iCarol system after you have started to submit call reports, and users must be able to view call reports submitted in the past, you must ask the Support Team to enable all users to view all call reports that belong to the same Program(s) they do, in the past as well as the future.  Call reports submitted before Programs are added to the system are considered to belong to no program, so will not be viewable by those who belong to specific programs if the Advanced Security setting "Can only see Call Reports for programs to which they belong" is enabled.
   

How to assign Shifts to Programs

1. Select ‘Shifts’ in the left hand menu
2. Edit an existing Shift or add a new Shift
3. You will now see a drop-down list appears in the Shifts for ‘Program’. Select the Program you wish to associate the Shift with, and then click the Save button.