One SCORE Evolution FAQs

Frequently Asked Questions

What is "One SCORE"? 

“One SCORE" is our mantra to describe key elements of the future of our organization focused on ensuring that SCORE's volunteer mentors, SCORE Headquarters staff, the SCORE Foundation, donors, partners, and board members work together with a shared vision to best serve our clients. This initiative not only aims to streamline processes, optimize procedures, and increase access to information but also represents a cultural shift towards greater collaboration, unity, and shared responsibility across all levels of the organization. By fostering this cultural change, we enhance SCORE’s capacity to support small business communities more effectively and sustainably with a focus on maximizing client impact and increasing volunteer engagement.

What does "One SCORE" mean? 

 "One SCORE" emphasizes quality standards and consistency across all levels of the organization.

It promises:

• A consistent client experience.
• More time for volunteers to mentor rather than handle administrative tasks.
• Optimal allocation of people and resources.
• High-quality services across all SCORE chapters.
• Improved efficiency at both local and national levels.
• Enhanced collaboration among mentors from different chapters.
• Easier rollout of campaigns and processes with minimal change management.

What are the main goals of the One SCORE evolution? 

The primary goal is to position SCORE to continue supporting small business communities for the next 60 years and beyond. The initiative focuses on:

• Enhancing operations to maximize client impact.
• Streamlining processes and improving technology for volunteers and leaders.
• Developing clearly defined entities, services, roles and responsibilities for consistency.
• Proactively managing client and volunteer expectations.
• Improving administrative efficiency by eliminating redundant efforts.

We do this so that we can:

• Serve increasing market demand
• Engage SCORE volunteers
• Help more clients achieve their goals

What processes were tested as part of the One SCORE Process Pilot? 

The standardized processes implemented and tested as part of the One SCORE Pilot included Volunteer Intake and Onboarding, Client Intake and Mentor Matching, and Events Programming and Promotion. 

More information about each process (pending technology updates to further streamline) can be found on the Support Center. 

What key achievements were made during the pilot?

The One SCORE Pilot has concluded with key successes achieved and areas of improvement to pursue.

Some notable achievements include:

• Enhanced Client Intake Process: Pilot regions saw unique client growth nearly double that of non-pilot regions.
• Accelerated Volunteer Onboarding: Reduced onboarding time for Provisional Mentors, leading to an increase in capacity.
• Improved Mentor and Client  Satisfaction: With mentors accepting direct requests, clients and mentors have an increased satisfaction in those connections.
• Optimized Volunteer Workloads: The effective use of the "Pause Mentoring" functionality helped both volunteers and admins better manage workloads.
• Elevated Net Promoter Scores (NPS): Recent months have shown an average NPS of 90%, reflecting our clients’ satisfaction.
• Streamlined Events Programming: Pilot regions experienced doubled local attendee numbers with over 50% fewer workshops, reducing administrative burden and avoiding duplicated efforts.
• Improved Engage Reports: These provided real-time, actionable insights, empowering leaders to make data-driven decisions.

What challenges have been faced, and what lessons have been learned? 

Key lessons include:

• Communication is Crucial: Clear and personalized communication is essential for leading and supporting users through change.
• Re-education Needs: Additional and on-going training and communication are needed to reduce mentor timeouts and declines.
• Client/Mentor Matching: There are opportunities for further improvements in client intake with a focus on quality matches.
• Role of the Coach: The Coach’s role in Volunteer Onboarding is critical for connecting new volunteers with Chapter Members quickly.
• Ongoing Training: Continuous training is necessary for key volunteer roles, including Interviewers and Co-mentors.

What are the next steps in achieving a truly One SCORE culture? 

The next steps include:

• Developing a strategic rollout and an embedded change management plan.
• Ensuring engagement with key internal teams and stakeholder groups for feedback and decision-making.
• Phased implementation of the updated organizational structure and related processes.
• Ongoing assessment and adaptation to ensure alignment with SCORE's goals.

How will Volunteers be involved as it relates to One SCORE?

There is a plan to actively involve volunteers in this initiative through the formation of a Change Coalition. This group’s primary responsibility will be to offer specialized input and guidance from the field's perspective, as it relates to managing change. The team will be established once the project is underway and the impact of the changes has been thoroughly assessed, within the first quarter of FY25.

How can I contribute to the success of One SCORE? 

Everyone is encouraged to be open-minded about the upcoming changes, share and reinforce relevant communications, participate in ongoing training, and collaborate actively. Your involvement is crucial to the success of the One SCORE evolution.

What can we do now to prepare for the future implementation of pilot processes? 

As we move towards implementing the pilot processes, here are some steps to prepare:

• Engage in Discussions: As we begin to communicate more clear definitions of related roles, start conversations with members currently serving in key roles such as Interviewer, Coach, and Co-mentor (for Provisional Volunteers). 
• Update Mentor Profiles: Ensure mentor profiles are current and complete. This includes clearly indicating what client request topics  a Mentor would prefer to receive rather than uploading a full resume. 
• Adapt to New Practices: We encourage all volunteers to complete the full onboarding process required for Mentors to ensure a consistent experience and equip everyone with a thorough understanding of SCORE’s mission and its positive impact on small business communities. Additionally, we recommend familiarizing yourself and your chapter members with accepting direct mentoring requests and conducting initial introductory mentoring sessions.
• Partner with us in Embracing Evolution: This is a shared opportunity for all of us to learn, adapt, and contribute to SCORE's success together. As we introduce related updates, everyone's participation will be critical, ensuring we all continue forward together.
  
  

Who should I contact if I have questions or concerns? 

If you have any questions or concerns, please direct them to your Regional Vice President (RVP).

Thank you for your commitment to SCORE and our evolving One SCORE culture. Together, we will build on our achievements and ensure a bright future for SCORE and the small business communities we serve.