Audience: Client Intake Coordinator, Mentor
When a client submits a mentoring request, the request is automatically sent to the client intake queue. The client intake coordinator will need to go into the client intake queue to assign incoming requests. Additionally, the request will remain in the queue until a mentoring session is entered to allow the client intake coordinator to monitor the progress of each request and follow-up if the time elapses and there is no movement with the request. This article is focused on viewing mentoring requests in Engage, assigning and reassigning requests to a mentor, and monitoring the progress of assigned requests.
Note: To view the full list of notifications for the Client Mentoring Journey, click here. (You must be signed in to your @scorevolunteer.org account.)
Table of Contents:
- Receiving the Mentor Request
- Assigning/Reassigning the Request to a Mentor
- Case Assignment
- Adding a Note to the Mentor Request
- Send Email to Clients in Engage
- Transferring a Mentor Request to Another Chapter
- View Available Mentors and SMEs in Your chapter
- View all Active Mentors in your Chapters
Receiving the Mentor Request
- The Client Intake Coordinator will receive an email notification of a client mentoring request being submitted. To view the request they can click the link in the email or navigate to the Client Intake Queue. To navigate to the Client Intake Queue, click the Client Requests –Need Action link under Chapter Client Mentoring.
- The Client Intake Coordinator will need to review the Client Intake Queue periodically to ensure the requests are moving forward. If the client mentoring request has become stagnant, the Client Intake Coordinator should follow-up with the mentor.
- The statuses related to a mentoring request are:
Assigning/Reassigning a Mentoring Request
1) From the homepage, select Client Requests - Need Action.
2) Locate the mentor request in the queue and click View to view the mentoring request details.
3) Then, click the Assign/Reassign button.
Note: This view also shows if a client is New or Existing.
4) The assignment page will list all active mentors in your chapter. You can also select other mentors from within the district, region or even from other chapters (by selecting All Chapters). After selecting a mentor, click Next.
Note: When deciding which mentor to assign, please remember to review the number of assignments the volunteer currently has with the goal of not overburdening a mentor with too many assignments. That information is located in #Assignments column.
5) A message on the screen will confirm the assignment, click Finish on this window.
When to Use this Process: The CIC can change the case owner when they know that the assigned mentor will not be able to accept/decline the request without having to wait 5 business days for the system to put it back in the Client Intake Queue.
1) From the homepage, select Chapter Client Requests by Status.
2a) Search the client by name on the search this list.
2b) Alternatively, you can click the drop-down from the current list view and then select the chapter's Client Intake list view.
3) Locate the request and click the drop-down arrow and then select Change Owner.
4) On the Change Case Owner window do the following actions:
- click the drop-down arrow
- select Queues
- type in your chapter's name on the field e.g. Richmond
- then, select the chapter's Client Intake queue
5) Click Submit and the mentoring request will go back to the chapter's client intake view so the Client Intake Coordinator will be able to reassign it to another matching mentor.
Note: You can also send an email notification to alert all CIC regarding this change by checking the box to Send Notification Email.
Adding a Note to the Mentor Request
Before a mentoring session is held and recorded, the Client Intake Coordinator may need to document actions that have taken place regarding the mentoring request.
1) View the Client Mentoring Request Details page. Click the drop-down arrow then select Add Note from the drop-down list.
2) Add a note to this client request, then click Next.
3) The page will refresh and you will be able to view your note in the Notes section in the related list.
Send an Email to the Client
Please click this link to the detailed guide on How To: Send Email to Clients in Engage.
Transferring a Mentor Request to Another Chapter
- If a client is located outside of your chapter’s service area or if the client requests to be transferred, you can transfer the request to a different chapter. From the Client Mentoring Request Details click the down arrow and select Transfer Chapter.
- Select the chapter queue. *Note: if the chapter is not yet live on Engage, select the National Intake Queue. In the Reason field, enter the reason for transferring it to another chapter and click Next.
- The client mentoring request will be transferred to the newly selected chapter and the Client Intake Coordinator will be notified.
- The client mentoring request will no longer appear in your chapter's Client Intake queue.
View Available Mentors and SMEs for Your Chapter
This list view available to all Client Intake Coordinators, allow them to see all the available mentors and subject matter experts (SMEs) in their chapter in one place.
This list view only shows volunteers who hold the classification of Mentors and/or Subject Matter Expert AND who have not selected to pause their mentor assignment.
Also included in the view are columns displaying the number of accepted assignments from the CIC for the last 60 days and the number of direct client requests last 7 days.
View all Active Mentors in Your Chapter
In addition, you can also view the list of all active mentors in the chapter or chapters that you are affiliated. Click the drop-down arrow next to the list name and select My Active Mentors from the options.
The Active Mentors list contains columns for the Account Name (Chapter), District, First Name, Last Name, Num of Assignments Last 7 Days, Num of Assignments Last 60 Days, Direct Client Requests last 7 days, Maximum direct client weekly request, Accept Direct Request, Pause Mentoring Assignments, Areas of Expertise, Subject Matter Expertise, Industry Experience, Email.