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Volunteer Intake and Onboarding Process

Stephanie Holmes
  • Updated

Purpose

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

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 selection and  intake of a prospective volunteer application and shepherding them through the onboarding process.

Roles and Responsibilities

Regional Operations Coordinator
  • Coaching of VICs
  • Actionable & Informative Reporting to Volunteer Leaders
  • Escalation of Griff/RVP when need arises

Volunteer Intake Coordinator (VIC)

Summary: Serve as primary Volunteer Intake Coordinators (VIC) for designated Region. Ensure consistent process and follow-up from receipt of volunteer application and initial contact through interviews ((Prospective) to Accepted (Provisional), Withdrawn or Rejected. 

Create/run reports. Analyze results and identify red flags needing attention. 

Functional Responsibilities: 

  • Process new applicants: Review application for base requirements, online high level “background search” & assign interviewers.
  • Facilitates volunteer journey from Provisional to Active status
    • VIC to identify themselves as support contact for client. Include phone number in contact information.
  • Facilitates volunteer onboarding team:
    • Interviewers
    • Coaches
    • Co-mentors 
  • Provisional Phase: Track and maintain onboarding checklist. Daily review of all modules. Contact Provisional if modules not complete in 10 days. Reviews mentor profile for completion and quality.
  • Co-mentoring Phase: Selects 3 co-mentors based on availability. Confirms sessions with provisional and co-mentor. 
  • Selects Coach. Introduces Coach to provisional including role of coach. Schedule individual or cohort training for Engage.
  • Move Provisional to Active – ensures all training and onboarding process items are complete.
  • Updates systems with volunteer information and status.
  • Works with leadership on new volunteer process and welcome.
  • Escalates non-compliance or other issues.
  • Produces and analyzes new volunteer reports.
  • Recommend process changes to Pilot change board

Metrics

  • Conversion
  • Average days from Volunteer Application submitted to 2nd Interview
  • Average days from Provisional to Ready for Co-Mentoring
  • Bonus: Average days from Provisional to Active Volunteer = Average days between the date a volunteer applicant becomes Provisional and the date they become an Active volunteer
  • Growth
  • % of Accepted volunteers that complete onboarding
  • Engagement
  • % Accepted Mentors still onboard at 12+ months

Volunteer Interviewers

In the Pilot, the Interviewers are the face of SCORE and the first welcome from a fellow volunteer! You play a critical role in determining whether a Prospective applicant can contribute positively to a SCORE’s culture and to the needs of our clients.

Open the interview with expectations and benefits of serving at SCORE. This will also help that Prospective applicants confirm whether SCORE is the right place for them.

The Interviewer will:

  • First Mentor Contact with Provisional Volunteers
  • Sharing what it means to be a SCORE volunteer
  • Ensuring alignment with SCORE’s mission, vision and values
  • Interviewer moves forward or declines applicant

Interviewer Toolkit

https://help.score.org/hc/en-us/articles/22227528862995-Volunteer-Interviewer-Toolkit

Values Based Interviewing Guide One SCORE Interview Form + Guidelines (2).xlsx | Powered by Box

Volunteer Coaches

In the Pilot the Coach is a local liaison for Provisional Volunteers prior to the introduction in the Chapter. The Coach is introduced after the Online Training is complete. The Coach will:

  • Welcome the Provisional Volunteer to the community
  • Assists through the rest of the onboarding process as local liaison:
    • Serves as resource for questions
    • Pointing to local resources 
  • The coach should conduct 1 of the 3 co-mentoring sessions with provisional
    • Keep the VIC informed as co-mentoring progresses 
    • The VIC will recommend and assign 2 other co-mentors from the regional approved co-mentor list
    • The coach can work with the assigned co-mentors and/or recommend additional co-mentors as needed
    • If the coach feels the provisional needs more than 3 co-mentoring sessions to be ready to lead mentor a client, the coach should notify the RVIC to continue certifying the mentor and PAUSE them after they become active. This way the new mentor can continue with co-mentoring sessions until they are ready to lead.
  • Keep local Chapter Chair informed as provisional progresses
  • Socializes the Provisional with other local Chapter members
  • Conduct local orientation
  • Advises VIC when Local Orientation has been completed

Coach Toolkit

https://help.score.org/hc/en-us/articles/22227602439059-Volunteer-Coach-Toolkit

Co-Mentors

Guidance for co-mentors, from co-mentors coming soon! 

 

Within this process doc are: 

  • Outline of steps each role takes during the Volunteer Intake Journey
  • System notifications triggered from Engage
  • Email template communications from VIC to other affected roles*
    • Note that Regional VICs will personalize communications (and sometimes processes) based on their real-world experience. Their learnings will inform future system notifications and process improvements. 
Process Updates 2.7.24

Procedure Steps Application phase

Engage Notification Triggered

Applicant - Confirmation - Sent to Prospective Volunteer

Trigger: Email sent when a prospective volunteer submits an application

Subject: Thank you for submitting an application to volunteer with SCORE

Body: 

Hi [applicant name],

You've taken the first step to share your knowledge and join the nation's largest network of volunteers in helping us in our mission to foster vibrant small business communities.

Based on your location, your application is being reviewed by the local SCORE [chapter name] office. Please be looking for communication from them about next steps in the volunteer application process. The SCORE [chapter name] phone number is [chapter phone] should you need to contact the local office directly.

If you prefer to volunteer at a different SCORE location than the one noted above, please tell the intake coordinator when they reach out to you. If you do not hear from them within 7 days, please email volunteerservices@score.org.


Sincerely, 

SCORE Volunteer Services

Regional Volunteer Intake Coordinator (VIC) receives the application and reviews it using the Application Review Checklist (below). Note findings in email to the first interviewer.

**When unsure, provide the applicant's resume and concern to the first interviewer and ask how they recommend proceeding.**

Application Review Checklist:

  • Review application for reason for volunteering, expertise and experience. Considerations: 
    • 4+ years experience in business management, entrepreneurship
    • Positive: other volunteering experience, mentorship experience
    • Negative: Flag potential conflicts of interest (ie. may be interested in SCORE for personal business sales)
    • Other positive considerations include: Strategic Partnership potential; area of expertise that is in demand by SCORE clients; representative of underserved community
  • Search the applicant on and review their LinkedIn profile
    • Positive findings: Profile aligns with resume submitted, additional relevant experience 
    • Negative: Profile has discrepancies with resume, or LinkedIn profile not found
  • Search the applicant on and review their information on Google
    • Positive findings: Business related articles that applicant has contributed to, professional online presence
    • Negatives: Litigation or felonies; negative commentary published online by applicant
  • Tech competency: 
    • AOL addresses are concerning
    • If you communicate with applicant prior to the interview, ask about their experience using Gmail & Google Suite Tools
  • Escalate any questions or concerns to the 1st Interviewer
  • If the application does not meet basic requirements, the VIC marks it as rejected in Engage and adds Notes in Application > Coach Notes
    • Engage notification sent to applicant
    • application record is marked as ‘Closed’ in Engage

Engage Notification Triggered

Applicant - Rejected

Trigger: Email sent when a prospective volunteer their application is rejected by both interviewers

Subject: Update on your SCORE Volunteer Application

Body: Dear [volunteer_name],

Thank you for your volunteer application.  We are sorry to inform you that you have not been selected to become a volunteer at this time.

SCORE thanks you for the time you invested in applying.  If you have any questions, please reach out to [chapter_phone].

Sincerely, 

SCORE Volunteer Services
  • If the application meets basic requirements, VIC assigns 2 volunteer interviewers
  • VIC to email interviewers with information from screening

Subject Line: New Prospective Volunteer for Interviewing

Hello <Interviewer #1> and <Interviewer #2>,

This is to notify you that we have a prospective SCORE volunteer ready to be interviewed, and we would appreciate your help! You will receive the Engage notification shortly. Let me know if you are unable to take this interview and I will reassign accordingly. 

We have done the initial application screening and here’s a few things of note: 

  • [BASED ON APPLICATION WHY MIGHT THEY A GOOD FIT FOR SCORE?]
  • [WHAT SHOWED UP IN LINKEDIN SEARCH?]
  • [WHAT SHOWED UP IN GOOGLE SEARCH?]
  • [DID YOU SPEAK WITH THEM ON THE PHONE?]
  • [SHARE ANY CONCERNS]

Engage Notification Triggered

Interviewer Notification - Sent to Interviewer

Trigger: Email sent to the assigned interviewer when the VIC assigns the application

Subject: You Have a Prospective Volunteer to Interview [applicant_name]

Body: 

Your Volunteer Intake Coordinator has assigned you a prospective volunteer to interview. Please take the following steps to move the application forward:

1. Review the application details here:

2. Research the applicant via the Internet (i.e. Google their name to see any potential negative results.)

3. Review the applicant's LinkedIn profile (if provided).

4. Schedule the interview.
  • VIC sends an email to the Prospective Mentor and both Interviewers to schedule times to meet.

Subject Line: Thank You for Your Interest in Becoming a SCORE Volunteer

Hello <first name of prospective member>,

Thank you for your interest in volunteering with SCORE!

SCORE is the premier volunteer small business mentoring organization in America. SCORE mentors have typically run their own successful business, run a division at a large company, or been senior leaders in the military, government, or non-profit worlds, and are now sharing their significant expertise and experience with people looking to start a business or expand an existing one.
To begin your journey with SCORE, we ask that you interview with 2-3 SCORE volunteers who will each acquaint you with the work of SCORE mentors. They will explain what SCORE volunteers do and help you envision how volunteering with SCORE can fit into your life and your schedule.

By copy of this message, please allow me to introduce the first 2 SCORE volunteers who will reach out to you: <first and last name of interviewer 1>, and <first and last name of interviewer 2>. <first name of interviewer 1> and <first name of Interviewer 2>, please meet <first name of prospective member> who has applied to join the <name of chapter> chapter. 

We ask <first name of interviewer 1>, and <first name of interviewer 2> to schedule their conversations with you as soon as possible, but no later than one week from today. 

<first name of prospective member>, after these conversations, you will be contacted again at this email address. If you have any questions in advance of these meetings, feel free to contact me directly at [INSERT RVIC CONTACT INFORMATION]. 

We appreciate your interest in SCORE and look forward to speaking with you. 

 

Engage Notification Triggered

Applicant Notification - Sent to Prospective Volunteer

Trigger: Email sent when the VIC assigns interviewers to an application

Subject: Your SCORE Interviewers have been assigned!

Body: Dear [applicant_name],


This is to notify you that our SCORE Volunteers will be in touch with you to initiate the Interview Process.  


Name: [interviewer_name]

Name: [interviewer_name]


Sincerely, 

SCORE Volunteer Services

 

[Timeline Constraint = 5 business days]

Engage notification triggered

Interviewer Reminder - Sent to Interviewer

Trigger: Email sent five days after an interviewer is assigned to an application if they didn’t accept or reject the applicant

Subject: REMINDER: You Have a Prospective Volunteer to Interview 

Body: 

It has been five days since your Volunteer Intake Coordinator has assigned you a prospective volunteer to interview. Please take the following steps to move the application forward:


1. Review the application details here:

2. Research the applicant via the Internet (i.e. Google their name to see any potential negative results.)

3. Review the applicant's LinkedIn profile (if provided).

4. Schedule the interview.


If you are not available to do this soon, please contact your Volunteer Intake Coordinator to have another interviewer assigned.


Thank you for all that you do!
  • Interviewer 1 contacts the applicant to introduce themselves and schedule an interview.
    • Interviewer 1 conducts interview with applicant
    • Interviewer 1 enters in their disposition (accept or reject) in Engage

Interviewer 1 can outright reject a candidate only in the following circumstances: 

- Conflict of interest (clear & documented) 

- Intent was for mentoring request, not mentoring application 

- Cannot reach the provisional via email or via phone 

- Applicant made the decision to not pursue SCORE (in this case they are withdrawn) 
  • Interviewer 2 contacts the applicant to introduce themselves and schedule an interview.
    • Interviewer 2 conducts interview with applicant
    • Interviewer 2 enters in their disposition (accept or reject) in Engage
  • If a tie breaker is required (one interviewer accepts and one interviewer rejects), VIC will assign local Chapter Chair as 3rd interviewer. If Chair was one of the 2 interviewers, Chapter Chair may nominate another chapter member to be the Tiebreaker. 
    • Interviewer 3 (Tiebreaker) contacts the applicant to introduce themselves and schedule an interview.
    • Interviewer 3 conducts interview with the applicant
    • Interviewer 3 enters in their disposition (accept or reject) in Engage

RVIC Tiebreaker Email to Provisional and Chapter Chair(s)

Hello <name of prospective member>,

There is one last person we’d like you to meet with on our SCORE interview team. Please allow me to introduce <name of new, third interviewer>, who is requested to reach out to you. <First name of third interviewer>, please meet <first and last name of prospective member>, who has applied to join the <name of chapter> chapter. 

We ask you both to schedule this conversation as soon as possible within a week from today. 

Feel free to reach out to me with any questions or concerns. 

Thank you!

Engage Notification Triggered: 

Volunteer Intake Coordinator - Tie Breaker - Sent to VIC

Trigger: Email sent when both interviewers are unable to reach a consensus about a prospective volunteer

Subject: Tie Breaker Interview Needed for [applicant_name]

Body: 

The assigned Interviewers have not been able to reach a consensus and a Tie Breaker interview is needed.  Please follow the link below to the application and assign a third interviewer to continue the application process.


Sincerely,

SCORE Volunteer Services
  • If 2 Accept dispositions, the applicant status is updated from Prospective to Provisional in Engage and a notification is sent to the applicant.

Engage Notification Triggered: 

Volunteer Intake Coordinator - Approved - Sent to VIC

Trigger: Email sent when both interviewers accept a prospective volunteer

Subject: Initiate Onboarding Process for [name]

Body: 

[Name] has been accepted as a Provisional Volunteer by the Interviewers.


Here is a link to the application record in Engage: 


Contact Details:

Phone: 

Email:


Please assign a Coach for this volunteer. The volunteer will be receiving a Welcome Email to start their provisional training.


Sincerely,

SCORE Volunteer Services

Chapter Leaders - Approved - Sent to chapter Chair/Vice Chair 

This notification is currently not going out. We are looking into this Engage bug. 

Trigger: Email sent to alert the chapter leadership that a new volunteer status has moved from being prospective to provisional

Subject: New Provisional Volunteer - [name]

Body: 

[Name] has been accepted as a Provisional Volunteer by the Interviewers.


Contact Details:

Phone: 

Email:


The Volunteer Intake Coordinator has been notified to initiate the onboarding process and the provisional volunteer has been sent a Welcome Email to start their provisional training.

Sincerely,

SCORE Volunteer Services

Applicant - Approved - Sent to Provisional Volunteer

Trigger: Email sent when the prospective volunteer is accepted by both interviewers

Subject: You have been approved to become a SCORE Volunteer!

Body: Congratulations [name]!


We are happy to have you on board as a volunteer to share your expertise and help small businesses succeed. Your dedication is crucial to helping your community, and America, grow.

Now that you are a part of our organization, there are a few important items for you to review. These can all be found in SCORE Engage.

You will shortly receive your scorevolunteer.org email and password. Once you login to your scorevolunteer.org email account, you will receive a separate email with a link to access SCORE Engage.

If you cannot log in, or if you encounter any other technical issues, please contact help@score.org for assistance. Once in SCORE Engage, you can begin completing the critical steps to becoming an active volunteer.

As a new volunteer, you will be paired with a coach, someone in the chapter who will assist you with the onboarding process. This coach will guide you through the onboarding process. If you are not assigned a coach soon, please reach out to your chapter chair.

If you have any questions whatsoever during the onboarding process, please do not hesitate to contact the Support Team by emailing help@score.org or calling 1-800-634-0245. Again, we thank you for your willingness to give back to such a worthwhile cause. Your knowledge will help others achieve their dreams.

Again, thank you for joining SCORE!

Bridget Weston

SCORE CEO


[SVO Invite coming from Gmail to Provisional]
  • If 2 Reject dispositions, the applicant status is updated to Closed and the rejection notification is sent to the applicant.

Engage Notification Triggered: 

Applicant - Rejected

Trigger: Email sent when a prospective volunteer their application is rejected by both interviewers

Subject: Update on your SCORE Volunteer Application

Body: Dear [volunteer_name],

Thank you for your volunteer application.  We are sorry to inform you that you have not been selected to become a volunteer at this time.

SCORE thanks you for the time you invested in applying.  If you have any questions, please reach out to [chapter_phone].

Sincerely, 

SCORE Volunteer Services

Onboarding phase 1: training and profile

VIC contacts Provisional Volunteer to review next steps.

  • Confirm receipt of SVO email address and login information
  • Confirm access to SVO
  • Confirm email with link to log in to Engage
  • Mutual understanding of onboarding requirements and process

Engage Notification Triggered:

SCORE Email - Sent to Provisional Volunteer

Trigger: Email sent when a prospective volunteer application is accepted

Subject: Welcome! You have a new Google account for SCORE

Body: Hello,

Welcome to your new Google Account for SCORE.

Sign in to your Google Account to access the Google services your organization provides.

Your Username: [scorevolunteer.org email]

Your Password: [scorevolunteer.org password]

Click the link below and enter your username and password to sign in.

Welcome to Engage - Sent to Provisional Volunteer

Trigger: Email sent when a prospective volunteer application is accepted

Subject: Welcome to SCORE Engage

Body: Hi [name],

Click the link below to login to SCORE Engage!

To get started, go to 

On the Login page, click the Sign in with Google button and login using your scorevolunteer.org email account.

Username: 

If you have any questions, please do not hesitate to contact the Engage Team by emailing engage@score.org or calling 1-800-634-0245.

Thanks,

SCORE

Email Template From RVIC

To Provisional

Dear [Provisional]:

On behalf of SCORE, I would like to welcome you as a provisional member!  We appreciate your expertise and are excited for you to become a SCORE mentor.

The first step in your onboarding process is to activate your new SCORE email account and access our online Engage system so you can begin your training.  You should have received an activation email from our support team with your new SCORE email address and how to set it up, as well as information about how to login to Engage, our CRM system (learn more about Engage here).  You will need your SCORE email to access Engage. If you have any issues with your new email, please reach out to our helpdesk: help@score.org and copy me on your message.

If you have not received your activation email or have difficulty activating your SVO, please let me or the help desk know as soon as possible so we can ensure you have access.

As you begin your journey to becoming a certified SCORE Mentor, please take some time to review our Onboarding Best Practices, which can be found on the support center here.

Thank you for joining our client services team!

If the Provisional volunteer has received all information above, is able to log in to SVO email, and is willing and able to proceed with onboarding, they begin taking online training modules (via Learning Management System linked in Engage)

 

Email Template From RVIC

To Provisional, CC Chair(s)

Hello <Provisional>:

Welcome to SCORE!  Your service begins with a provisional training period, during which you will complete a series of onboarding tasks, including co-mentoring with a coach, to prepare you for your role as a mentor.

Your SCORE chapter leadership, copied on this message, (is/are) committed to the fulfillment of SCORE's mission in your community, and to the satisfaction of our clients and volunteers.  They are also a great resource as you begin your SCORE journey!

Your Onboarding Checklist:

You can view all onboarding requirements in the attached Onboarding Checklist.

Your first step is to complete training modules that will provide you with an overview of SCORE, what we do, and what you can expect as a volunteer. These modules take about 2.5 hours in total and must be completed before you can move forward. You must complete these modules by DATE.

To access the training modules, login to Engage and navigate to “Access Online Learning” on the right-hand menu.  This will take you to our learning center.  If you have issues with the link, please disable any popup blockers and try again.  Here are instructions for disabling the most common ones: How to Disable Common Pop-up Blockers – Support Center (score.org)

Once you access the learning management system, please complete the following modules:

001 – Volunteer Orientation (12 minutes)
002 – Mission, Vision, Values (7 minutes)
003 – SCORE Today (7 minutes)
004 – Code of Ethics (15 minutes)
005 – Mentor Certification (60 mins)
006 – Introduction to Engage (12 minutes)
007 – Measuring Success (10 minutes)
008 – SCORE’s Culture of Inclusion (10 minutes)
009 - SCORE Simple Steps to Starting Your Business workshop series (4 hours)*
*You have 4 weeks in total to complete the 009 module

If you have any questions or issues regarding the training, please let me know. I’ll reach out by HALFWAY POINT to check on your progress and make sure you’ve completed the modules. Then, we will work on the next steps.

Thank you for joining our team!
If the Provisional Volunteer is not interested in completing onboarding at that time, the VIC updates their application record in Engage to Withdrawn
If the Provisional Volunteer is not able to complete onboarding at the time (becomes unresponsive or otherwise does not meet timeline agreement), the VIC updates their application record in Engage to Rejected

The VIC sends a one time reminder to the Provisional Volunteer (after 7 days) that they have 14 days to complete training module. Chapter Chair(s) copied on the reminder.

Dear [Provisional],

So far, you have completed modules <COMPLETED>. You still need to complete modules <REMAINING>.  As a reminder, these training modules must be completed by <DUE DATE>.  If there are extenuating circumstances which will prevent you from meeting this deadline, please let me know as soon as possible so we can discuss how best to proceed.

As a reminder, you will also need to complete module 009 – Simple Steps to Starting your business to satisfy the workshop requirement for your onboarding.

While you are working on these modules, you may wish to review our recorded “Mentoring in Engage” training, which can be found here: Training Recordings – Support Center (score.org).  This will help prepare you for the next step in your onboarding when you will observe mentoring sessions under the direction of certified SCORE mentors.  I encourage you to also register for a live training session if one of the offerings suits your schedule: Upcoming Live Engage Trainings – Support Center (score.org).

As a reminder, this will be the last time an onboarding communication will include your personal email address, so please make sure to check your SCORE email frequently for updates and further information.

Should you have any questions, please do not hesitate to contact me.

If all required modules are not completed within 14 days, the ROC calls the Provisional to follow-up. 

Why not completed?

More time needed to complete?
If modules are not completed within 14 days VIC updates volunteer status to Inactive. Chapter Chair(s) notified.

The provisional volunteer should follow up within 48 hours of the notification from VIC

If extenuating circumstances, an additional time period of up to 14 days will be given to complete the requirements

If after 14 additional days, the requirements have not been completed, the provisional is marked as Resigned in Engage
If all modules are completed within 14 days, the Provisional then moves on to updating their profile (this is an ongoing process and follow-up with continue throughout the remaining onboarding period).
VIC reviews the completed profile for completeness and quality
VIC also coordinates with the provisional to ensure they can access Simple Steps for Starting your Business module in the LMS
Provisional Volunteer completes all SSSB webinars

VIC monitors to ensure SSSB and Engage training are completed

VICs have access to pull SSSB completion report as needed.

Onboarding phase 2: coach & co-mentoring

VIC assigns Provisional volunteer a local Coach.

Coach begins to serve as a “buddy” for the provisional volunteer

  • serves as resource for any questions
  • socializes the provisional with other SCORE members
  • Conducts local orientation
  • Notifies VIC that local orientation with Provisional has been completed

Email Template From RVIC

To Provisional, Coach, Co-Mentors, copy Chapter Chair(s)

Hello [PROVISIONAL]: 

Thank you for progressing in your onboarding as a SCORE volunteer!  You are now ready to participate in three client sessions led by certified SCORE mentors.  The first of these mentors is your coach, [COACH].

[COACH], please provide [PROV] with an introduction and orientation to the unique characteristics of your chapter, such as meetings, leadership, community activities, and educational events.  Please also invite them to attend a mentoring session with you as part of their co-mentoring requirement.  A coach provides ongoing support for a new member as they begin serving clients and throughout their tenure with SCORE.  Thank you for this important service!  Please note, coaches are asked not to make changes to any field in any provisional member's application. Please let me know when the local orientation is complete, and I will update the necessary fields in Engage.

[PROV], by copy of this message, please allow me to also introduce [CO-MENTOR 1] and [CO-MENTOR 2], who will facilitate your other two co-mentoring sessions.  [CM1] and [CM2], please invite [PROV] to attend an appropriate mentoring session as soon as is feasible.  [PROV], if you have specific availability, please let your coach and co-mentors know as soon as possible.  Once you have completed three co-mentoring sessions, you will move to the final steps in onboarding with the assistance of your coach [COACH].

Thank you all for this important work of modeling SCORE service of clients for [PROV].

Engage Notification Triggered

Coach - Sent to Assigned Coach

Trigger: Email sent when the VIC assigns a coach to a provisional volunteer

Subject: You Have a New Volunteer to Coach [name]

Body: 

[Name] has been accepted as a Provisional Volunteer and you are their new Coach!

Here is a link to the application record in SCORE Engage: 

Contact Details

Phone: 

Email: 

As the Coach, please meet with the volunteer to guide them through the onboarding process. https://help.score.org/hc/en-us/articles/360041378873-SCORE-Volunteer-Onboarding-Guidelines


The volunteer will be receiving a Welcome Email that outlines their next steps as well.

Sincerely,

SCORE Volunteer Services

Provisional Volunteer - Sent to Provisional Volunteer

Trigger: Email sent when a VIC assigns a coach to a provisional volunteer

Subject: Your Coach has been Assigned

Body: Dear [name],

[Coach_name] is your assigned coach as you complete your onboarding training. Do not hesitate to contact your coach at any time during this process.

Your Coach: 

Email / Phone: 

Sincerely,

SCORE Volunteer Services

 

Coach to act as first co-mentor wherever possible. 

Coach to help facilitate additional co-mentoring sessions. 
Co-mentor(s) and Provisional connect to review client information, mentoring request, make plan for facilitating the client session, etc.
Provisional volunteer shadows and co-mentor(s) conduct session(s).
Provisional volunteer and co-mentor hold a debrief on the client session.
  • VIC shared Engage Training Recording and date of next Live Engage training for provisional volunteers
  • Provisional completes Engage training
  • VICs to verify completion with Zoom Report link

Onboarding phase 3: provisional to active

VIC reviews any outstanding onboarding tasks

Logs in to Engage to view the application record

Reviews any manual requirements

Coach & Chair Congratulate Volunteer on Active Status

RVIC Email Template to newly active volunteer.

To Newly Active Mentor, copy Coach, Interviewers, Co-Mentors, Chapter Chair(s)

Hello <Mentor>:

Congratulations! You have attained the status of SCORE certified mentor! Your chapter and all of SCORE celebrates your achievement with you. Today, we are stronger and better able to serve clients because of all that you bring.

SCORE's growth is built on a variety of essential contributions from many members, and all members share in this success. Thanks to the interviewers who recognized your talent and provided the introduction to SCORE: INTERVIEWERS.  Thanks, also, to the lead mentors who shared their experience and provided the critical facet of training, co-mentoring: CO-MENTORS. Special thanks to your coach, COACH, for his assistance and ongoing support.

As you begin working with clients, remember that you are never alone. You are part of a nation-wide community with experience and skills to which you always have access. Rich resources in Engage are available for reference, and your colleagues will be glad to talk with you about any aspect of mentoring. While approaches vary, you will find that everyone is generous with their time. Continuous learning is one of  the great benefits of being a SCORE mentor. 

The SCORE community extends congratulations and all best wishes as you begin your mentoring journey!
VIC makes any final updates to application record in Engage, marking them as completed
Provisional volunteer status is updated to Active and Profile reflects the number of MRE/CIC assignments per week requested.
RVIC alerts RCIC to immediately assign next available case to the new Active

Reporting
Reporting on VIC Process
  • Weekly (Monday) report by district to DDs and Chairs to with Provisional volunteer pipeline

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Comments

2 comments

Date Votes
  • SCORE Staff

    Updates effective 2/13/24

    • VIC application screening process has been clarified. They do not currently do a tech skill evaluation or screening interviews.
      • VIC’s Application review checklist has been clarified for transparency on what they are looking for.
      • VIC will communicate to assigned interviewers the application findings and any questions.
    • VIC Metrics have been clarified to actionable items within their control. Upcoming Leadership Reports will reflect this.
      • VIC Metrics (and all pilot metrics) should begin comparing Pilot Regions (combined) to non-pilot regions (combined). Current competition is being perceived and is undermining One SCORE culture.
    • VIC is clarifying themselves as the main support contact for volunteer applicants, up until time Coach is assigned
      • For items the Support Team needs to jump in on (ie. password resets) process is being established where VIC and Support Team member will collaborate instead of directing the new volunteer to other resources without oversight.
    • Communication templates from VIC have been updated
      • Chapter Chairs/Co-Chairs/Vice Chairs (in case of no Chair) will be copied on the Initial Provisional Welcome Email, Coach assignment email, and any reminder emails if onboarding time is running out
      • Onboarding Checklist will be shared with Provisional in Welcome Email to know what to expect
      • Engage notifications have been added to the process document for transparency. Currently under review to make sure all notifications are going out consistently and as outlined.
      • All template emails are being updated with VIC feedback and improved transparency.
    • Conditions on which Interviewer #1 may reject an application without consulting a 2nd interviewer are clarified (ie. conflict of interest, applicant wanted a mentor – not to BE a mentor, etc.). All other cases not listed will require minimum 2 interviewers to enter dispositions.
    • If the interviewer learns that a prospective member cannot begin immediately, they should notify the RVIC before entering a disposition so timeline expectations can be managed.
    • Once approved – Chair will receive notification of new volunteer.
      • Chair can welcome volunteer and invite them to chapter meetings. Chairs should *not* add local processes on to the new volunteer at this time.
      • Chair can help begin to line up coach
    • Online Modules should be completed within 14 days
      • Simple Steps module has been moved to 009 in LMS so that volunteers *can* easily access this when they are doing the other modules, but noted that they have more time for this module in particular
      • Copying Chapter Chairs on reminder if 001-008 are not completed within 14 days
      • After 14 days, ROC to call provisional to let them know timeline has ended.
        • If provisional is responsive and engaged, ROC can offer 14 day extension.
        • If provisional is not responsive, they are withdrawn and notification sent to CC also.
    • Coach to act as first co-mentor and assist with assigning other co-mentoring sessions. VIC to still oversee co-mentoring assignments ultimately.
    • Coach & Co-mentoring training being updated to tailor for new provisional progress (#1 - Listen #2 - Listen & Feedback #3 - Listen & Contribute)
    • VIC to share Engage Training Recording AND let provisional know when the next live event is coming. Engaged volunteers will want to take advantage of all resources available to them – allowing them to get “credit” for completing the Engage Training in a timely manner, AND attending live for Q&A when it makes the most sense to them. (Some may choose to take Engage training again after they are Active, because they will have hands-on access to Engage at this time)
    • Once Volunteer is complete with onboarding and Active, VIC to notify CICs for quick assignment of new clients and immediate engagement
    • Reporting Updates:
      • ROCs providing each District (and all Chapters within) a weekly digest on Mondays of all provisionals in the District and their status to acceptance
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  • Sarah Meiklejohn

    Updated 5/9/24 to include latest RVIC email templates.

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