Audience: all volunteers, headquarters staff & contractors

Introduction

The purpose of the SCORE Engage Change Management FAQ is to provide information regarding leadership’s involvement in the change management process, specify details of the roll-out process, schedule, and readiness, and outline the communications, training, and support access paths.

In this article:

• Leadership
• Roll-Out Process, Schedule, and Readiness
• Communications
• Training
• Support

LEADERSHIP

Q. Who is leading the SCORE Engage change management effort from SCORE HQ?
SCORE Engage is a landmark strategic initiative for SCORE, and all executives are integrally involved in leading the entire Engage product development and change management efforts. However, in a way, product development and the technical aspects of the roll-out are led by Amanda Capozio (VP of Technology) and change management by Bridget Weston (Interim CEO).

The Change Management Task Force (CMTF) for Engage contains a cross-functional team of executives, managers, and staff from Field Operations, Technology, Marketing, and Support. We have further supplemented the CMTF with third-party experts to plan for and develop training content and are working to staff up the Support team to meet the forecasted additional capacity required to support SCORE Engage while still also supporting CORE (2020-2021).

Q. What role do Regional Vice Presidents (RVPs) and District Directors (DDs) have in the SCORE Engage change management effort?
The primary role of RVPs and DDs is to serve as an important conduit of feedback from chapters to HQ on Engage and its effectiveness, to ensure the volunteers understand the major benefits and features of SCORE Engage, guide their chapters to proactively engage with SCORE HQ to prepare for their roll-outs, and to encourage effective use of SCORE Engage in the months and years following the roll-out.

Q. Who is leading the SCORE Engage effort at each chapter, and what are the duties for each role?
Each chapter has two roles that will lead the SCORE Engage roll-out effort: the Engage Facilitator and the Engage Training Coordinator. The Chapter Chair for each chapter has assigned one member to each role. Read more about these roles and their functions.

Q. What is the “change impact analysis” I’ve heard about, relative to SCORE Engage?
The change impact analysis is a critical part of the background data that influenced the roll-out schedule and the change management plan and schedule.

As we worked with Early Adopters to evaluate the functionality and features of SCORE Engage, the Change Management Task Force (CMTF) examined every part of how users of all types and in all roles would use the system. Any policy or process change between CORE and SCORE Engage was analyzed, the level of impact on users in their various roles was measured, and leadership alignment, communications, training, and support measures were prescribed to help users easily understand and absorb each change.

HQ leadership has taken a series of steps to align organizational resources towards helping the transition associated with the highest impact changes.

ROLL OUT PROCESS, SCHEDULE, AND READINESS

Q. What is the high-level roll-out process for SCORE Engage?
A group of Early Adopters will be the first to receive SCORE Engage in a Pre-Launch Wave. Following this, the roll-out to all other chapters will take place in three waves (Waves 1-3), into which chapters are organized by District. Each wave will follow the same process. Read an overview of the roll-out schedule and process.

Q. When will my chapter go through its SCORE Engage Roll-Out?
Each chapter in waves 1-3 will be informed of its specific roll-out date approximately 5 months in advance, allowing for plenty of time to prepare. Click here to access a PDF list of chapters broken down by wave.

Q. What specific things will my chapter need to do to prepare for its roll-out?
There are a range of things that each chapter must or should do before its SCORE Engage roll-out date. This information is fully presented in the SCORE Engage Roll-Out Orientation article.

COMMUNICATIONS

Q. How do I sign up to newsletters with SCORE Engage info and updates?
Email engage@score.org and we will make sure you are on the distribution lists related to your role

Q. Where can I find information sent to the field regarding SCORE Engage and the roll-out effort?
All SCORE Engage related communications are available through help.score.org.

TRAINING

Q. How will chapter members be trained to execute their roles in SCORE Engage?
There will be multiple training approaches provided by SCORE HQ, ranging from live and recorded virtual trainings, to knowledge base articles, to system-embedded training that walks users through processes. View or download an infographic outlining the training approaches. The Engage Training Coordinator for each chapter will help connect members to the learning opportunities best suited to their needs. And of course, the HQ Support Desk is always ready to answer questions and provide technical support.

Q. Will there be built-in tutorials in SCORE Engage?
Yes, we are using a software called WalkMe to build in-system, step-by-step guides to walk you through processes in Engage.

Q. How many training hours are required before I can use Engage for the first time?
None. The goal is to get volunteers logged into SCORE Engage, and once logged-in, to take advantage of the step-by-step WalkMe walkthroughs to guide them in performing tasks. In this approach, though a task may take some time to perform for the first or second time, the volunteer will have both learned how SCORE Engage works for that task AND, in the process, will have completed the task.

Q. Are there new business policies or processes we will encounter in SCORE Engage?
There are several policies and processes that are either new with SCORE Engage or have been in effect but did not have system support in CORE. Watch a webinar recording that highlights the highest impact business rule changes coming in SCORE Engage.

Q. When can we have access to a sandbox (a demo environment) for training in SCORE Engage?
At least 45 days prior to your chapter’s roll-out date. The sandbox will also have WalkMe walkthroughs available, to help you explore the system and its features.

SUPPORT

Q. How can I get support or provide feedback on SCORE Engage and the roll-out process?

We want to hear from the field at every level about the SCORE Engage product and its roll-out. Here are the steps you can take to provide feedback:

• Communicate with your chapter’s Engage Facilitator, Engage Training Coordinator, and Chapter Chair. In many cases, they will know the answers to your questions or can connect you to where you may find the answers you need.
• Visit help.score.org to browse or search the knowledge base to see if your question or feedback has already been received and addressed.
• Visit help.score.org and fill out a support request form to provide feedback, or email feedback to engage@score.org. Questions, comments, and concerns about the Engage product or the roll-out effort will be routed to members of the product development and change management teams for review and comment.

Q. How can I submit feedback and concerns about the functionality of Engage and how will it be resolved?
There will be a webform where users can submit their feedback. The Engage team will work with our implementation vendor to make improvements.

Q. Will Engage have an internal discussion forum for volunteers?
No, that capability is not a part of the Engage rollout.

Q. Will Engage have a knowledge base that mentors can use to search for information?
Yes, at help.score.org. Knowledge base articles pertinent to Engage are being developed and will be fully available in early 2020.

Q. After Engage launches, how will software glitches and integration issues be handled?
All integration vendors will be available to address and resolve any post-implementation issues.