How to use the iCarol Provider Portal

1. Add, edit and schedule Resource Capacity allowing the Provider to identify how many referrals can be accepted for their program or service. (eg. "The case manager can take 5 new referrals this week.", "The shelter has 20 beds available", "12 donation pickups can be scheduled".  When updating Resource Capacity, the Provider can communicate a short note to their iCarol Partner, requesting more of a specific target group, or providing special notes or instructions.
2. View and update referral status for help-seekers. Using the ReferralQ Statuses that reflect the program's workflow, Providers can update the status to reflect the stage of providing services to the help seeker. For example, the Provider may receive referrals at a "Referred" status, they may change the status to "Attempting Contact", then "Enrolled" when eligibility is confirmed. As services are provided, the status may change to identify where the help-seeker is at, until services are no longer offered, or the help-seeker graduates from the program.

Important Note: This article is intended for Provider Portal user accounts. Admin and Standard iCarol user accounts are not able to directly access the Provider Portal for their partner accounts, they can however access the same information from Contact Record details and the ReferralQ Dashboard. See related articles for details.

Account Creation, Edits and Security

IMPORTANT: Provider Portal users are encouraged not to share accounts and to keep passwords safe following security best practices.

How to log into the Provider Portal

Lost or Forgotten Passwords

1. Go to the iCarol Sign In page at https://na0.icarol.com/secure/SignOn.aspx
2. From the Sign In page, enter your email
3. Under "Forgotten your password?"
1. Enter your first name as it appears in iCarol.  Please note, this is JUST your first name, not first and last
4. Click "Email a new password."
5. If your email and first name match, you will receive a new temporary password by email

For assistance accessing your account, or if your account is locked from to many failed login attempts, contact your Partner iCarol Administrator. iCarol Support will not be able to help recover or reset your password to gain access to the Provider Portal directly. If the iCarol partner administrator requires assistance with your Provider Portal account, they are encouraged to create a Ticket with iCarol Support using the Help section of their iCarol System.

How to change your password

1. Log into the iCarol Provider Portal
2. Click on "Password" from the left menu
3. Enter the current password
4. Enter the new password
5. Confirm the new password
6. Click "Change Password"
   

Important Note: Password must contain at least 1 lowercase character (a-z),1 uppercase character (A-Z),1 number character (0-9),1 special character (!,@,#,$,%,^,&,*,(,),-), be at least 12 characters long.

How to enable/disable email notifications

1. Log into the iCarol Provider Portal
2. Click on "Home" from the left menu
3. Under "Notifications"
4. Click to enable or disable "Enable email notifications when Contact Records assigned." 
   

Important Note:

1. To receive an email notification when your resource is referred, your account must use a valid and real email address too which you have access
2. The email notification received when your resource is assigned includes the Contact Record Number to help you find the record in the Provider Portal list. Note, if you cannot find the Contact Record in your Provider Portal, it may have been reassigned by your iCarol Partner to another resource. Contact your iCarol Partner for details.
   

How to navigate the Provider Portal

Once you have successfully logged into the iCarol Provider Portal, your Home page will display, allowing you to choose to "Edit the Capacity for Resources," or to "View ReferralQs with your assigned Contact Records and status." At any time, you can click on the left menu to jump to a different page or area.

How to update Resource Capacity

Update the Current Capacity and/or Note

1. Log into the iCarol Provider Portal
   
2. Click on "Capacity" from the Home Page or left menu
3. Find the resource in the list which you would like to update
1. Click on the "Current Capacity" number to make the change
2. Click the checkmark to save the change (or the x to cancel)
3. Click on the "Note" to make a change
4. Click on the checkmark to save the change (or the x to cancel)
   

Schedule a Future Capacity

1. Log into the iCarol Provider Portal
2. Click on "Capacity" from the Home Page or left menu
3. Find the resource in the list which you would like to update
4. Click on the "Schedule Capacity" button under the Tools column
   

View existing schedule capacities (if available) from the Scheduled Capacities page.

Add a new scheduled capacity:

1. Click "Add New Schedule."
2. Enter a "Capacity Amount"
3. Enter a "Add on Date," choose the month, day and year, then click the checkmark to set
4. Click "Create"
   

Delete existing scheduled capacity:

1. Click "Delete" from the view page, for the scheduled capacity to delete
   

How to view and update assigned/referred Contact Records

View referred Contact Records

1. Log into the iCarol Provider Portal
2. Click on "ReferralQ" from the Home Page or left menu
3. All in-progress Contact Records which are referred to your resource (s) will display with minimal information, including:
   
1. ReferralQ: The name of the referral program configured by your iCarol Partner
   
2. Assigned Resource: The name of the resource or program which serves the referral program
   
3. Contact Record Num: The unique ID of the Contact Record, Contact or Interaction which was referred
   
4. Status: The status of the referral as it progresses through the service delivery workflow
   
5. Note: The free text field used to share information between the Provider Portal user and iCarol Partner
   
6. Contact Name: If available, the help seeker's name will display
   
7. Contact Date: The date the Contact Record, Contact or Interaction was submitted (Note: This is not the date of referral to your program)
   
8. Zip/Postal Code: The Zip/Postal Code of the help seeker if available
   
9. Tools: If your Provider account has permissions to access the Full Details of Contact Records, a PDF can be viewed
   

Adjust Which Columns Appear on the Dashboard

1. Click 'Show/Hide field choices' button
   
2. Click next to a field name to check or uncheck it
   
3. When all adjustments are complete, click 'Show/Hide field choices' again
   

The field selections made will be retained the next time you log into the Provider Portal, and will remain until they are changed again.

Filter referred Contact Records

1. Filter displayed records by choosing a value from the drop-down list under the:
1. "ReferralQ" column, if your resource is assigned to more than one ReferralQ, you will see multiple names (e.g. "Housing Navigation," "Rapid Rehousing," "Furniture Donation Pickup," "Mobile Crisis Response," etc.)
2. "Assigned Resource" column, if your Provider Account is linked to more than one Resource record offering services, you will see each resource as options
3. "Status" column, allowing you to manage your referrals and filter by your workflow statues
   

Update the status and/or notes of referred Contact Records

1. Log into the iCarol Provider Portal
2. Click on "ReferralQ" from the Home Page or left menu
3. Change the Status or Note text by 
1. Choose a new Status value from the drop-down list or click and edit the Note text
2. Click on the checkmark to save each change (or the x to cancel)
   

Access full details/PDF of referred Contact Record

1. Log into the iCarol Provider Portal
2. Click on "ReferralQ" from the Home Page or left menu
3. Click on the PDF icon under the "Tools" column
   
4. The PDF will download to your local computer and can be opened in your internet browser or using PDF reader software.
   

Important Security Notice: The full details of Contact Records downloaded in PDF may contain personal identification details (names, phone numbers, addresses, etc.) It is recommended to practice best data security practices to delete and remove any downloaded files ASAP to prevent a data security breach. Please contact your IT security team for instructions and policies related to your agency.

Help using the Provider Portal

Note, all information in this Knowledge Base is found directly within the iCarol application when users log into the Provider Portal and click 'Help' in their left side menu so Providers can easily reference this information when logged into iCarol.