Engage Cheat Sheet for Administrative Positions (VIC, CIC, Chapter Manager, Event Manager)

How do I find a client in Engage?

1.      Use the global search br found on the top of the Engage homepage.

2.      Enter the client’s name or email address and click Search.

3.      Click the client’s name and you will get to their contact record.

How do I add a new client?

How do I add a CORE client to Engage that was not migrated to Engage?

1.       Use the global search bar found on the top of the Engage homepage.

2.      Enter the client’s name or email address and click Search.

3.      If no contact record exists, click the link on “To create a new client Contact record, click here.”

4.      Follow the prompts to enter the client’s information.

Note: Only Mentors can create clients in Engage. For all others, use the submit a request form: https://score.tfaforms.net/16/?companyid=XXXX (replace XXXX with your chapter's 4-digit chapter number)

How do I assign or reassign a mentoring request to a mentor?

Only for Client Intake Coordinator

1.       Select Client Requests – Need Action from the homepage.

2.      Click View to open the MRE record.

3.      Use the Assign/Reassign button.

4.      Search the mentor from the assignment window and click the box before their name to assign the request.

5.      Follow the prompts until it shows you the Finish button.

Without having to wait 5
days for Engage to reassign the request back to the CiC  queue, how do I reassign or  stop an assignment to a mentor if they are unavailable?

Only for Client Intake Coordinator

1. Select Client Requests by Status from the homepage.
2. On the list view page, click the down-arrow on the record (the down arrow is located on the far right in line of the record).
3. Select Change Owner.
4. On the change case owner window, click the down-arrow on the  Search Users field, then select Queues. You should see Search Queues in the top field after changing the option.
5. Type in your chapter’s name and then select [Chapter] Client Intake from the result.
6. Then, click Submit and this will change the Mentoring Case Owner to your chapter’s Client Intake.
7. Now, click View to open the MRE record.
8. Use the Assign/Reassign button.
9. Search the mentor from the assignment window and click the box before their name to assign the request.
7. Follow the prompts until it shows you the Finish button.

How do I create an appointment on the scheduling calendar?

Only for Client Intake Coordinator

1.       Select Mentoring Calendar from the homepage.

2.      Select the mentoring location where you want to create your appointment.

3.      Click the New Booking button.

4.      Select the mentoring Service, mentor Staff member, and click Continue.

5.      The next window will show the selected mentor’s availability. If you are unable to find any available date and time, you can select another mentor from the drop down on the top right of the appointment calendar.

6.      Select the date and time and click Continue.

7.      Search an existing customer client by using the search field or click the link to create a new customer.

8.      When a customer client is added as an attendee, click Continue.

9.      Fill out the additional details about your client on the next page.

10.   When the booking is confirmed, click Close.

How do I edit an appointment on the scheduling calendar?

Only for Client Intake Coordinator

1.       Select Mentoring Calendar from the homepage.

2.      Select the mentoring location where you want to create your appointment.

3.      Select the Agenda view (the tab is located to the right of the Staff view)

4.      Adjust your calendar view to Month (this is one of the buttons below the cogwheel icon on the right-side of the page).

5.      Click the selected appointment and click View booking (or Cancel booking).

6.      By clicking View booking, you should get to the booking details page. From here you can edit the appointment by rescheduling, cancelling, adding other attendees, resending the email confirmation, etc.

How to add a co-mentor to an appointment?

Only for Client Intake Coordinator

A co-mentor is added only after an appointment has been booked.

1.      Select the Agenda view (the tab is located to the right of the Staff view).

2.       Adjust your view further by selecting to show the monthly view.

3.      Click the selected appointment and click View booking (or Cancel booking).

4.      In the booking details page, click the Attendees tab.

5.      Click Add staff.

6.      Then, select the co-mentor from the drop-down and click Add.

How do I add a new volunteer?

Only for Volunteer Intake Coordinator

The prospective volunteer must fill out the application online at https://www.score.org/volunteer.

When a submission goes into your chapter, the Volunteer Intake Coordinator is notified, and they should start with assigning 2 interviewers for that application. Reference: Onboarding a Provisional Volunteer

How do I edit chapter volunteer information/status?

Only for Chapter Manager

1.      Use the global search bar found on the top of the Engage homepage.

2.      Enter the volunteer’s name or email address and click Search.

3.      Click the volunteer’s name and you will get to their contact record.

4.      Use the Edit button to update the volunteer’s profile.

5.      To change the volunteer’s status, click the arrow going down (next to the Request Classification Upgrade button).

6.      Select Update Volunteer Status. Refer to list of status on this guide.

7.      Then select a different status from the drop down and follow the prompt until the Finish button.

How do I update a Need Action status in an event?

Only for Event Manager

Need Action in your event means that the system found your registrants’ status not updated to any of the following: Attended, No Show or Cancelled.

1.      Click Events from the homepage.

2.      Select the event name to view the event record page.

3.      Under Event Registrations, click View All.

4.      On the next page, click the status header to sort by Status (look out for any status which are not Attended, No Show or Cancelled).

5.      To edit the record, click the drop-down arrow found on the far right of the selected record and click Edit.

6.      Change the status to Attended, No Show or Cancelled.

7.      Click Save.

How do I update the registrants in bulk?

Only for Event Manager

1.       From the homepage, select Update Registrations.

2.      From the list of all event registrants, you can sort by clicking the header columns to sort by Event name.

3.      Click the checkbox of the selected registrants.

4.      Click the pencil icon on the upper right menu of the list.

5.      Select the appropriate status and check the box to update all selected items.

6.      Click Apply.

7.      Then, click Save at the bottom of the page.

How do I edit my chapter information?

Only for Chapter Manager

1.       From the homepage, select My Primary Chapter.

2.      Click the Update Account button.

3.      After editing the account information, click Save.

How do I access the CORE Reports?

Access: All chapter members

1.      From the homepage, under Reports, select CORE Reports.

2.      Select the report you want to access.

3.      If you are not logged in to your SVO, the system will require you to choose your SVO account to proceed to the reports.

4.      Select your chapter from the list and click OK.

How do I access the Engage Reports?

Access: Volunteer Intake Coordinator

Client Intake Coordinator

Event Manager

From the homepage, under Reports, select Engage Reports.

ViC only has access to view and manage reports under the Volunteer Journey Reports.

CiC only has access to view and manage reports under Client Mentoring Reports.

Event Manager only has access to view and manage reports under Event Journey Reports

Chapter Manager – does not have access to any of the reports.

Additional info: How to: Generate Engage Reports