FAQs - Volunteer Intake and Onboarding Process

One SCORE Volunteer Intake and Onboarding Process Transition

Frequently Asked Questions

Does this mean, for incoming volunteers, we will have only one classification of Mentor and will no longer have classifications of SME, Workshop Presenter, and Volunteer available?

• The existing classifications will remain in place. Prior to the launch of the VIC process, the Engage platform will be updated to align the training requirements for all classifications with those currently established for Mentors. This ensures that individuals who may later choose a classification other than Mentor will still possess a foundational level of knowledge and understanding about SCORE's mission and operations.
  
  

Chapters must only recruit potential mentors and this is what the Regional VIC will do when they are rolled out?  

• We acknowledge the need for diverse classifications and roles within various chapters. As a result, we recommend that chapters continue to recruit members who align with their unique needs and those of the clients they serve. The key distinction moving forward is that all new members will undergo onboarding and training consistent with the process established for Mentors.
  
  

Dealing with current non-mentor classifications…grandfathered, left alone and don’t have to go through Mentor certification?

• We plan to grandfather existing non-mentor classifications into the updated structure. The specific cutoff date is still under consideration (e.g., all volunteers who joined on or before [X date] will be exempt from completing the new training requirements).
  
  

Chapters may still have a need for Workshop Presenters in the future.  Sounds like they won’t be part of the Volunteer Intake Process and won’t be part of the Chapter Roster.  This implies that they won’t have an SVO email address and go through COE etc? 

• Workshop Presenters will continue to be onboarded through the updated process. This includes completing the foundational Mentor training, along with an additional requirement specific to their role, which currently involves signing the Workshop Presenter Guidelines. While there are no plans to modify this requirement before the launch of the VIC process, it is important to note that with the rollout of the Client Education strategy and process in the next fiscal year, new standardized training will be introduced for this classification.
  
  

How much leeway will the chapter chair have?  On the SME front, can they bring an SME in as a mentor (required) and then allow them to function as an SME.  Or is the requirement that all incoming volunteers must be Mentors only and subject to mentor expectations?

• Yes, changing classifications will remain an option as needed or desired.
  
  

It seems there is a significant overlap between RVIC and coach. Is there a clear job description?

• There is some overlap between the RVIC and Coach, particularly in the follow-up associated with co-mentoring.  The RVIC and Coaches work collaboratively to support Provisionals through the process.  Coaches are responsible for providing a Provisional with an introduction to the chapter and SLATE through the facilitation of at least one co-mentoring session, while the RVIC focuses on reminding the Provisional of remaining onboarding tasks including Engage training, profile updates, and the Simple Steps workshop.  However, if a Coach would like to provide additional support to a Provisional (such as helping complete their profile), they are welcome to do so.

Our chapter recruits a lot of our mentors by introducing them to SCORE personally.  Our goal for our chapter is to have mentors that fit within our culture.  How will someone from a regional location know what our chapter requires?  My concern is having someone else decide on our behalf if a potential mentor is a good fit or not.

• RVICs only conduct an initial pre-screening of the candidate’s application.  Interviewers are still the first real contact an applicant has with SCORE and they may reject candidates who are not a good fit during the interview process.  If a Provisional is considered not a good fit for SCORE at any point during the process, their Coach should speak with Chapter Leadership and if they reach the decision to withdraw the Provisional from the process, they can alert the RVIC to update the application in Engage.  Mentor recruitment has no planned change and chapters can still recruit mentors as they have been.
  
  

What is the goal in days from Provisional to active?

• The goal is 60 days or less.  30 days is considered "best in class.
  
  

It seems the primary delay in getting a Provisional to active is the co-mentoring requirement. How does the RVIC process help this?

• The RVIC can draw on a larger pool of potential co-mentors across each District and the Region as a whole to ensure a good availability match between Provisional and co-mentor.  They also provide regular follow up to ensure co-mentoring sessions are being scheduled in a timely manner.

Will co-mentors be from the same chapter as the Provisional?

• RVICs use a Chapter - District - Region approach, assigning first from the local pool of available mentors and then widening their search as needed.

Will the RVIC alert the chapter to rejected applications and provide reasoning?

• No notification is sent out if an application is rejected.  If a Provisional is withdrawn during the onboarding process for any reason (if the Provisional has become unresponsive or has decided not to pursue a volunteer position, etc.), Chapter Chair(s) are notified.  RVICs record the reason for any rejection of an application on the application.
  
  

How will the RVIC prioritize among chapters?

• RVICs prioritize tasks based on where Provisionals are in process, regardless of which chapter they are affiliated with.  See this support center article for more details:  https://help.score.org/hc/en-us/articles/29218298518803-Volunteer-Intake-Coordinator-Guide
  
  

If RVICs assign interviewers, will they be assigned from the chapter in the same geography as the applicant?

• At least one interviewer will always come from the local chapter.  If no local interviewer is available, Chapter Chair(s) will be contacted before interviewers are assigned to discuss how they would like to proceed.
  
  

Currently, our chapter sends a version of the Code of Ethics agreement for review and agreement by the applicant. This screens out a lot of people, including those looking to pick up consulting clients.  Can the RVIC take on this task?

• Discussion and/or sharing of the Code of Ethics is included in the Interview Checklist and should be part of the first interview to ensure no conflict of interest.
  
  
  

Regarding RVIC monitoring a Provisional’s progress, can chapters have different criteria for the number of sessions they need to sit in on and do by themselves before becoming certified or will this be standardized across the country?

• It is essential for us to maintain consistency, which is a key factor in the success of centralized processes. As such, all new Mentors will need to complete three co-mentoring sessions before moving from Provisional to Active status. However, if there are concerns that a new Mentor might benefit from additional training, best practice would be to have them go on Pause temporarily. During this period, they should continue co-mentoring until they are fully prepared.
  
  
• Looking ahead, we will also be offering further education and development opportunities for Mentors later this fiscal year through Mentoring Methodology 2.0.

How many RVICs will there be per region?

• This is still being determined.
  
  

How does the Tiebreaker Interview work?

• All applicants must be interviewed by at least two Interviewers.  If both Interviewers enter the same disposition, then the candidate is either rejected or moves to Provisional status.  If, however, each Interviewer enters a different disposition (one accept and one reject), a third Interviewer will be assigned as the “tiebreaker.”  Some Chapter Chairs choose to take on this role for their chapter, or designate a specific interviewer for such cases.  If no designation has been made, RVICs will choose an Interviewer to provide the tiebreaker decision.
  
  

How will training of Coaches be executed?

• This is still being determined and more information will be provided as we get closer to the rollout date.

What criteria does the RVIC use to evaluate applications?

• RVICs use a checklist to determine whether an applicant seems like a good fit for SCORE.  Additional determinations should be made by interviewers.  The checklist can be found in this process document on the support center under “Application Review Checklist”:  https://help.score.org/hc/en-us/articles/23981442711699-Volunteer-Intake-and-Onboarding-Process

Why not make this opt-in so that chapters who don't currently have a problem with volunteer intake and don't like the extra layer of a regional person could continue as is, while those who want this new process can have it?

• While many chapters have well-developed processes in place, the objective of One SCORE is to have a high level of consistency, efficiency and effectiveness throughout the entire organization.  The One SCORE processes have been developed and proven in Pilot regions and resulted in a higher level of overall accomplishment for both SCORE clients and volunteers.  Therefore, the plan is to implement a set of consistent processes in every chapter within SCORE.
  
  

What happens if a chapter interviewer disagrees with the RVIC that an applicant is suitable to join SCORE?

• Interviewers are still able to reject applicants following their interview.
  
  

Why not just train chapter VICs to cover the same information?

• Regionalization of administrative tasks is a primary goal of One SCORE, so mentors and volunteers can spend more time focusing on providing service to clients and participating in community outreach.
  
  

Does the chapter have the final say in accepting/rejecting an applicant for their chapter?

• Yes.  If a Coach has concerns about a Provisional and believes they may not be a good fit for SCORE at any point during the onboarding process, up to and including the completion of the three required co-mentoring sessions, they should contact their Chapter Chair(s) to discuss next steps.  If it is determined the Provisional may benefit from additional training, the Coach should contact the RVIC to coordinate the facilitation of additional co-mentoring sessions, etc.  If the Coach and Chapter Chair(s) decide the Provisional will not be a good fit and should be withdrawn from the process, they should alert the Provisional of the decision and then contact their RVIC so the application may be withdrawn in Engage.
  
  

Can we get an idea of how many chapters like this approach?

To view the Volunteer Intake and Onboarding process satisfaction survey results from Pilot Regions click here. 

What is the status of Subject Matter Experts (SMEs) as related to One SCORE onboarding processes?

• In the One SCORE process, all volunteers are onboarded using the same criteria, which includes the online training modules 001-008, three co-mentoring sessions, Engage training session with Khrisna Murphy, and the Simple Steps to Starting Your Business workshop.  If an onboarding volunteer would like to update their classification to SME at the end of their training period, that option is still available at this time and RVICs will make that change to their profile before updating them to active status.
  
  

One area that doesn’t seem to be addressed here is mentor retention, which goes not only to mentor engagement but also to the quality of the onboarding process. Any thoughts on that?

• As One SCORE moves forward, regions that participated in the Pilot will begin gathering additional information regarding mentor engagement and retention related to those mentors who were onboarded as part of One SCORE.  This information will be used to continue to improve these processes.

Will we have the opportunity to introduce ourselves with the RVIC and discuss certain topics of the chapter with them?

• Yes, chapters will have an opportunity to meet their RVIC.

What are the logistics for co-mentor scheduling?

• RVICs assign a Coach and two co-mentors and introduce them to the Provisional via email once the Provisional has completed all training modules.  Co-mentors are asked to schedule directly with the Provisional and the RVIC will follow-up regularly to ensure sessions have been scheduled.  If there is an availability mismatch, the RVIC can connect the Provisional with additional mentors to facilitate the required sessions.