In This Article

• Preparing Each Chapter for SCORE Engage
• What Happens During Your Chapter’s Roll-Out
• What Chapters Must Do To Prepare
• What Chapters Should Do to Prepare
• Working Together to Achieve One SCORE

Preparing Each Chapter for SCORE Engage

As SCORE approaches the roll-out for SCORE Engage, we have and will continue to communicate more about this new software, its benefits, and the roll-out waves that broadly outline when each chapter will receive the software. (See help.score.org for that information.)

But what happens specifically when your chapter actually rolls over to Engage? What will each chapter need to do to prepare for that roll-out date? And what will SCORE HQ do to support chapters in this preparation effort?

As you will see below, there isn’t actually a large amount of work required to get your chapter onto SCORE Engage. However, there are lot of optional steps that your chapter should do to ensure its members’ success, as well as that of their clients and event participants. To ensure your chapter has the smoothest transition to SCORE Engage, we strongly encourage you to take advantage of all of the opportunities and resources provided!

You will also have a dedicated Chapter Success Manager who will serve as the single point of contact for any information you need or questions that arise during the transition process.  They will check in with leaders and Engage points of contact on a regular basis to ensure that your chapter remains on track and is supported throughout the the wave's active roll-out period and for up to 3 months post go-live.

What Happens During Your Chapter’s Roll-Out

Each chapter will have a designated date and time when their chapter cuts over from CORE to SCORE Engage, corresponding to the roll-out waves already announced.

On the date your chapter receives SCORE Engage:

1. Your chapter’s data from FY20 forward will be synced from CORE to SCORE Engage. If/when a client from a previous fiscal year is newly entered into SCORE Engage, their session history will be visible from their client record, but not migrated into Engage.
2. Each member’s SCORE Engage account will be activated, and each will receive a welcome email from SCORE Engage. Members will be able to log into Engage using their G Suite (@scorevolunteer.org) login information.
3. Members will be able to immediately start using the SCORE Engage features for which they have permissions, and the system itself will provide them with step-by-step guidance in performing any process. (See below, under “What Chapters Should Do to Prepare” for how this is provided.)
4. Your chapter members will no longer be able to access CORE.
5. All members will still have access to BIRT, which will provide consolidated reporting using data from both CORE and SCORE Engage, including all historical data.

No work is required of chapters on the date of the roll-out to make the roll-out happen.

What Chapters Must Do To Prepare

Chapter SCORE Engage Facilitators should lead their chapters in ensuring these tasks occur before roll-out.

1. Hold a “Chapter Success Plan Review” call with SCORE Engage Success Leader. The Chapter Chair, Engage Facilitator, and Engage Training Coordinator are required to view this high-value orientation to review the transition process in more detail. The central content for this call is essentially duplicative of this very article, but live attendees will be introduced to their assigned chapter success manager at this time and engage in Q&A with the success leader. These calls will begin for the chapters in each wave roughly 3 months prior to their go-live date.
2. Make sure all chapter volunteers have converted to @scorevolunteer.org email. SCORE Engage integrates with G Suite for several purposes, including single sign-on capabilities. Therefore, all volunteers in a chapter must have an @scorevolunteer.org email address in G Suite before that chapter can be onboarded into Engage. You can send a request to help@score.org to check or create a @scorevolunteer.org email account for your chapter members.
3. Bring your chapter’s member roster up to date in CORE by ensuring the status of each member is correct and by applying the corresponding classification(s) from the Volunteer Onboarding Guidelines to each member.
4. Define “Positions” within your chapter. Positions are roles in SCORE Engage such as “Volunteer Intake Coordinator” and “Event Manager” that help identify which members should have access to which processes and capabilities. Some of these classifications relate well to user permissions in CORE, and these will translate automatically. Other positions are new, and the chapter must let HQ know which members should be in those positions.
5. Define “Classifications” within your chapter. Classifications are specialties in SCORE Engage such as Workshop Presenter and Subject Matter Expert that require training. There is an additional role called “Contractor” that will be used for paid admins. The Volunteer Onboarding Guidelines contains each of these terms, and that can be found in the Volunteer Center.  
6. Watch recording of the “SCORE Engage Business Readiness” webinar. The Chapter Chair, Engage Facilitator, and Engage Training Coordinator are required to receive this high-value orientation to help their chapter members prepare to use Engage effectively. The recording of this webinar is available here.
7. Attend a "Prepare to Engage!" live webinar or watch a recording of this webinar. The Chapter Chair, Engage Facilitator, and Engage Training Coordinator are required to receive this orientation within the second month prior to the chapter's launch date, to familiarize themselves with the benefits and features of the system, new processes and policies supported by the system,  as well as review classifications and positions and their permissions inside of the new system.
8. Participate in the “Journey Orientation” live webinars or watch recordings of these webinars. The Chapter Chair, Engage Facilitator, and Engage Training Coordinator are required to receive this orientation within the month prior to chapter’s launch date, to familiarize themselves with the features and functionality of each constituent journey (Volunteer, Event, and Client Mentoring) inside Engage. There will be three webinars in total. Specific tasks and responsibilities, based on the user's role, will be highlighted throughout each journey. 
9. Participate in any additional training sessions based on your chapter’s needs. In addition to the full journey orientations, there will be opportunities for your chapter members to attend more focused, role-based training sessions. These webinars will include in-depth demonstrations of specific tasks and responsibilities for Mentors, Volunteer Intake Coordinators, Client Intake Coordinators, Event Managers, and Chapter Managers. If your chapter has the capacity and would prefer, you can also opt for SCORE HQ to train the member(s) delivering that training.
10. Attend a “Data Migration and Chapter Configuration” meeting. This brief meeting, scheduled in advance by SCORE HQ for a specific date and time within the week before each chapter’s roll-out, will allow the Engage Facilitator, Engage Training Coordinator, and one other chapter member (at the chapter’s discretion) to review the data in SCORE Engage that has been synced over from CORE and walk through the configuration of their chapter in SCORE Engage. This session will also cover the migration of any upcoming events to be brought over from Constant Contact and any prospective or provisional volunteers who are in the process of being interviewed or on-boarded.
11. Communicate the roll out date and time to chapter members. This information will be made available to each chapter 3-4 months prior to its wave’s start date.

Tracking these tasks for your chapter. Approximately 3 months prior to your chapter's go live date, a Smartsheet for tracking the completion of these steps will be made available for you, along with a Guide to its use. The Engage Facilitators will self-report their chapter’s completed tasks for review by SCORE HQ.

All tasks should be completed 1 month prior to your roll-on date (month). If your checklist is not completed within this time frame, your chapter will be moved to the end of your wave and will transition to Engage during the buffer month between your wave and the next. Any volunteer who does not have an SVO account before transition will be brought over with a status of “Resigned” and will not have access to the Engage system.

Completing the chapter’s conversion to @scorevolunteer.org email addresses in G Suite, as well as the move to Centralized Accounting, require the most time commitment from chapter leaders. Expectations for time involvement in those efforts are established by those initiatives. All other required tasks listed above are expected to cumulatively take no more than 16 hours for each of the Engage Facilitator, Engage Training Coordinator, and Chapter Chair.

What Chapters Should Do to Prepare

Training is not required but is highly recommended for a successful move to SCORE Engage by your chapter. Chapter SCORE Engage Training Coordinators should lead their chapters in taking advantage of available training opportunities.

1. Make use of training opportunities from within SCORE Engage. What distinguishes the SCORE Engage Roll-out from any other previous software rollout by SCORE is the embedded training within Engage. We have implemented the industry-leading digital adoption platform WalkMe to create guided walkthroughs for every process in SCORE Engage.
   • Smart walk-throughs to guide you through each step of any process. Any chapter member, regardless of role, will be able to use this tool to be guided, step-by-step, through any process they need to undertake. WalkMe is also smart enough to detect when a user is performing a process in the system for the first time, and offer to assist. Not only will the walkthrough guide the user through what is required, it will also offer advice based on SCORE best practices as to how to most optimally serve fellow volunteers, clients, and event participants through the process. A walkthrough can be initiated at any time (from a clearly identifiable button on the screen) during the performance of a process, and WalkMe will evaluate where the user is at and what needs to be done from that point in order to move forward.
   • Sandbox testing. All chapter members will have access to a SCORE Engage sandbox to explore and test the features of SCORE Engage with real data from their chapter at least 30 days prior to their roll-out date. WalkMe (see above) will be available in the sandbox to help members explore the system.
   • Context-sensitive access to all other training and support resources. The WalkMe tool will also provide the user with access to recorded trainings and knowledge base articles (see below) relevant to the work they are performing. (As well as anything else they would like to learn about SCORE Engage supported processes, including relevant policies, at any time.) The tool will also provide direct access to submit a request to the Support Desk.
     
     
2. Training via other approaches. Different training approaches and opportunities to connect with HQ staff will be available to support chapter members using SCORE Engage.
   • Live virtual training. SCORE will provide live webinars of training the encompass the three major “journeys” supported by SCORE Engage: Volunteer, Client Mentoring, and Event. These live webinars will be presented starting in CY 2019 Q4. Attending a live training will allow attendees to ask questions and receive responses from the presenters.
   • Small group or one-on-one role based training as needed. Chapter members will have the opportunity to sign up to attend sessions that dive deeper in to tasks, responsibilities, and processes demonstrated in the live journey orientations. A full course catalog will be made available to you as you begin your chapter's transition phase.
   • Recorded virtual training. The same content as provided during the live training will also be available as recordings to be consumed at any time.
   • Knowledge base articles. A set of knowledge base articles, encompassing the Volunteer, Client Mentoring, and Event journeys within SCORE Engage, will be available at help.score.org for those who like to consume written content. These will begin to be available (developed and released in priority order) beginning in September 2019. Knowledge base articles are not a substitute for chapter members using WalkMe or taking advantage of live or recorded virtual training opportunities, as these will be the primary and most comprehensive training resources.
   • Short How-to videos. The same content outlined in knowledge base articles in the form of 1-2 minute videos rather than individual steps and static screen shots.
3. Learn by engaging with the SCORE Engage Training Coordinator and the Support Team.
   • The SCORE Engage Training Coordinator at each chapter is responsible for helping members connect to the learning resources that are right for them. As such, chapter Training Coordinators should be the first point of contact for members unsure how to accomplish any task in SCORE Engage.
   • Additionally, the SCORE HQ Support Team is in the process of being staffed-up and trained to support the roll-out of SCORE Engage, and will be ready to answer questions.
   • If the member has already attempted to use the training resources and work with the Training Coordinator to find the right resources, the Support Team will help orient the member to the learning options available, and make sure their questions are answered.
     
     
4. Give us your feedback! RVPs, District Directors, Chapter leaders, Engage Facilitators, and Engage Training Coordinators will have numerous opportunities to provide feedback on how SCORE Engage is working for their chapters and how well the learning and support resources are contributing to the success of volunteers, clients, and event participants. These include:
   • Monthly Live Chat Office Hours. You will have the opportunity to receive immediate responses via a chat feature to any questions or issues you have experienced with the system and the roll-out approach. Any additional feedback received that requires input from another department or level of the organization will be escalated and you will hear back directly from the appropriate party.
   • Participate in satisfaction surveys. We will be delivering surveys (via a variety of mechanisms) that measure satisfaction with key features of SCORE Engage as well as satisfaction with the learning and support resources available.
   • Email engage@score.org. You can send us feedback at any time using this email address! This address is monitored by members of the SCORE Engage Change Management Task Force, as well as the Support Desk Team, both of which are ready to serve you.

Working Together to Achieve One SCORE

SCORE HQ has created SCORE Engage for the purpose of better fulfilling a mission that motivates all of us. It is a critical part of our One SCORE initiative that unifies all chapters in effective approaches to serving volunteers, clients, and event participants.

Although changing to any new technology or process can be difficult, our goal was to build an experience of SCORE Engage that helps you make the transition with as little disruption to your daily work as possible. We know we can count on the good will and collaboration of chapters and their leaders as we work together to make SCORE Engage a reality!

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