Purpose

This document is to serve as a guide on the standard operating procedures around the One SCORE Pilot processes related to Client Intake and Mentor Matching.

Application

The information and steps outlined in this document are intended to be used as a guide to help carry out the tasks related to the intake of a client request and matching it with the best mentor for assistance.

Roles and Responsibilities

Client Intake Coordinator

• 2 per Region, reports to ROC
• Assign all mentoring requests
• Follow-up to ensure the client is connected to a mentor
• Escalation to partner ROC and RFPL of non-compliance with the process or other issue

Mentor

• Embraces and utilizes processes being tested to provide a consistent and excellent experience for SCORE clients.

Procedure Steps (direct requests)

1. Client submits a mentoring request (MRE) on the SCORE website (www.score.org ).
2. All Active volunteers in the Pilot Regions (Central and Mid-Atlantic) with a classification of Mentor are set up to accept a minimum of 1 direct request per week (effective 11/10/23).
3. Clients who search the website and find a mentor with whom they wish to work may submit their mentoring request directly to the desired mentor.
4. Engage sends a notification to the mentor alerting them of the new client request.
5. The assigned mentor logs in to Engage to view the mentoring request.
6. Mentor contacts the client via their preferred method (email or phone) to coordinate a time to meet.
   • This must be done within 2 business days of the requests submission
   • There must be at least 3 attempts to contact the client
7. The Client Intake Coordinator regularly monitors the client request queue and reports to ensure that each client receives proper, standardized follow-up outlined in step 5 above.
8. The Regional Operations Coordinator will monitor the “aging” MRE’s and take appropriate partners and actions.
9. If the client does not respond to any of the 3 attempts to contact, the mentor will update status field of the mentoring request record in Engage to ‘Unable to Reach Client’
10. Mentor conducts Introductory Mentoring Session
11. If it is discovered that the client would be better served by a different mentor or a different service offered by SCORE (i.e. a workshop), that will be offered to them as an option during the introductory session or via follow-up to the client.
12. Mentor will put notes in the Transfer request, and Transfer the Client back to the CIC Queue for reassignment
13. Mentor enters the session notes in to Engage

Procedure Steps (assigned requests)

1. Client submits a mentoring request (MRE) on the SCORE website (www.score.org).
2. The mentoring request (MRE) is directed to the SCORE chapter’s Client Intake Queue in Engage.
3. The Client Intake Coordinator receives the mentoring request and takes it through the assignment process. CIC assigns the MRE using the following criteria:
   • Location - Chapter, District, Region
     • Industry/Area of Expertise
   • Availability (see item #5 below)
     • Using a Round Robin methodology
       Example:
       A mentoring request is submitted by a client in Des Moines, IA. 
       
       • The CIC pulls the Mentor List for Des Moines, looks for the expertise/industry that the Client is looking for, then looks for Mentor Capacity. 
       • If there is no match in the Des Moines Chapter, the CIC will “move up” to the District Level, expertise/industry and then to capacity for client assignments by CIC. 
       • The mentoring request is assigned.
4. All Active volunteers in the Pilot Regions (Central and Mid-Atlantic) with a classification of Mentor are set up to accept a minimum of 1 direct request per week.
5. All Active Mentors in the Pilot Regions (Central and Mid-Atlantic)  have indicated in the Subject Matter Expertise field of their profile how many assigned requests (from the Client Intake Coordinator) they have the capacity to accept on a weekly basis.
   • Example: 1 MRE/week; Accepting 2 MREs per week; 2 per week
6. Mentor receives the mentoring request (MRE)
   • Engage sends a notification that they have been assigned a new request
7. The assigned mentor logs in to Engage to view the mentoring request.
8. Mentor accepts the MRE in Engage
   • Mentors must not decline any first requests
   • Rejections should only be for extreme circumstances and handled on a case by case basis
   • If assignment times out and the MRE returns to the main intake queue, CIC to follow-up directly with mentor prior to reassignment
9. The Mentor contacts the client via their preferred method (email or phone) to coordinate a time to meet.
   • This must be done within 2 business days of the requests submission
   • There must be at least 3 attempts to contact the client
10. The Client Intake Coordinator regularly monitors the client request queue to ensure that each client receives proper, standardized follow-up.
11. The Regional Operations Coordinator will monitor the “aging” MRE’s and take appropriate partners and actions
12. If the client does not respond to any of the 3 attempts to contact, the mentor will update the status field of the mentoring request record in Engage to ‘Unable to Reach Client’
13. Mentor conducts Introductory Mentoring Session
14. If it is discovered that the client would be better served by a different mentor or a different service offered by SCORE (i.e. a workshop), that will be offered to them as an option during the introductory session or via follow-up to the client. The mentor can also transfer the client back to the Client Intake Coordinator queue with noted information on the support the client needs. 
15. Mentor enters the session notes in to Engage
16. Mentor will add notes for reason to transfer, and Transfer the MRE back to the CIC queue

Related Tools and Resources

Pilot Mentor Toolkit

https://help.score.org/hc/en-us/articles/20708628736787-Pilot-Mentor-Toolkit

Power Up Your Profile

https://help.score.org/hc/en-us/articles/19037848103187-Power-Up-Your-Profile-1-Page-Guide

Guide to Introductory Sessions

https://help.score.org/hc/en-us/articles/20729788178963-Guide-to-Introductory-Mentoring-Sessions

Client Intake and Mentor Matching Process Workflow

https://docs.google.com/presentation/d/1XOt7lhilSscDHmkjSmCpBeNYt4fbDY1b/edit#slide=id.p2

Declined Mentoring Requests

As part of the One SCORE Pilot, all first client requests assigned to mentors should be accepted. Declined requests are only permissible for extreme circumstances.

Examples of extreme circumstances:

• Illness
• Accident
• Emergencies
• Mentor unavailable for extended period of time
  • the Pause Mentoring feature in Engage should be used
  • there are times it may be overlooked
    
    
    

Pilot Mentor Expectations Policy - Reinforcement Escalations

One SCORE Pilot – Mentor Expectations Policy

Control Number: O-FO-0047.0001

Effective Date:

Tuesday, December 5, 2023

Purpose:

This policy states the expectations for mentors in the One SCORE Pilot program regions. The policy ensures consistency in how situations are handled as well as having a document posted on the support center that can be referred to.

Applicability:

This policy applies to volunteer mentors that are members of SCORE regions participating in the One SCORE Pilot program.

Policy:

Mentor Expectations

All Mentors shall:

• Accept all client direct mentoring requests.
• Accept all Regional Client Intake Coordinator (RCIC)-assigned mentoring requests assigned to them within two (2) days.
• Accept all mentoring requests from outside the chapter’s served area.
• Attempt to contact the assigned clients within two (2) days.
• Attempt to reach assigned clients at least three (3) times using various methods (for example, email, phone, text).
  • If a mentor is unable to reach the client, the mentor will mark the request appropriately as unable to contact, withdrawn, etc.
• Attempt to schedule the first session within 2 weeks.
• Set a follow-up session appointment.
• Complete session notes in Engage within 24 hours of mentoring session.

Non-Compliance:

If a mentor rejects an assigned client (applies to Mentoring Requests (MREs) sent by the RCIC as well as any Direct Request that is refused and returned to RCIC) then:

1. after the first (1st) request rejected:
   • Regional Operations Coordinator (ROC) will send an email to the mentor, copying the Chapter Chair (CC) utilizing the approved template (link here once we have it).
   • CC will speak with the Mentor to ensure that they are aware of the policies and procedures and provide training and links to information accordingly.
2. after the second (2nd) request rejected:
   • ROC will inform the Regional Vice President (RVP), District Director (DD) and CC.
   • CC will contact mentor and provide a warning that they are not in compliance with the policies and procedures followed by an email confirmation (add template link here).
   • CC will explain the consequences of a third rejection.
3. after the third (3rd) request rejected:
   • RVP, DD and CC will discuss specific mentor situations.
   • after discussion, the CC informs the volunteer that they are being terminated as a volunteer in accordance with SCORE’s policies and procedures, unless an exception is granted (see below). This should be followed up with an email confirmation.

Note: If a Mentor should reject a Client due to the Clients’ business being restricted by our policies and procedures, or the Client conducts themselves in a manner that is outside of our Client Code of Conduct, they may be rejected and are not counted for the purpose of this policy.  

Policy Exceptions

There may be rare circumstances where an exception to this policy is appropriate including:

• If the CC deems it appropriate that the Mentor should stay in SCORE and contribute by participating in other non-mentoring activities (community engagement, fundraising, workshop presentations, etc.), the CC may request an exception. The exception must satisfy all of the requirements:
  • if RVP, DD and CC are in agreement, CC will request that the relevant ROC change the mentor status to “Volunteer” only.
  • if the RVP, DD and CC do not agree, the RVP has the final determination.
  • CC will follow up with volunteer to explain the decision.
• Where the exception is granted, the ROC will inform the RCIC and RVIC accordingly, by email.