Audience: Client Intake Coordinator
Introduction
When a client submits a mentoring request, you'll receive an email notification, and the request is automatically sent to the Client Intake Queue. To view the request, click the link in the email or navigate to the Client Intake Queue by clicking the "Client Requests – Need Action" list view found in the homepage. Regularly check the client intake queue to ensure requests progress and follow up with mentors if a request becomes stagnant. This article focuses on viewing mentoring requests in Engage, assigning and reassigning requests to a mentor, and monitoring the progress of assigned requests.
View the full list of notifications for the Client Mentoring Journey here. Ensure you are signed in to your @scorevolunteer.org account to view the document.
Table of Contents:
- Assignment Status Information
- Assigning/Reassigning the Request to a Mentor
- Notes and Limitations
- Relevant Resources
Assignment Status Information
| Unassigned | The mentoring request case has not been assigned to a mentor. |
| Assigned-Pending | The mentoring request case has been assigned to a mentor, but the mentor has not accepted/declined the request. |
| Assigned | The mentor has accepted the mentoring request case. |
| Pending Reassignment |
The mentor requested that the mentoring request case be reassigned to another mentor using the Transfer to Queue function. |
How to Assigning/Reassigning a Mentoring Request
1) Select "Client Requests - Need Action" from the homepage. When reassigning, select "Client Requests by Status."
2) Find the mentoring request in the queue and click View to see the details in the mentoring request case.
3) Click the Assign/Reassign button in the mentoring request case.
4) "Search by Mentor Name" and/or adjust the "Search In" to different filters.
5) Click the box before a mentor's name. You can only select one mentor per assignment. Then, click "Next."
6) Click "Finish" on the last screen. Engage will email the mentor with a notification about this assignment.
Notes and Limitations:
- If the current mentor cannot accept the request within 5 business days, use the Assign/Reassign process to ensure timely support for the client.
- As a CIC, you can reassign a mentoring request to any mentor, regardless of the Assignment Status. This provides flexibility in matching clients with the most suitable mentors.
- When reassigning, a notification email is sent to the new mentor, but the previous mentor is not notified. Ensure both mentors are aware of the change to avoid confusion.
Comments
5 comments
5/23/2022 - Added link to the new article How To: Send Email to Clients in Engage.
Also the Relevant Resources to this guide has been updated to include the on-demand recording regarding the role and the latest training course.
2/13/2023 - Updated images with the new MRE layout
4/27/2023 - Updated image with the new Assignment window layout.
5/10/2023 - Added section regarding the new list view Available Mentors & SMEs.
"Available Mentors & SMEs" I really love that one - very very useful! Thanks!
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