Mentoring Definition, Standards and Expectations

Mentoring is defined as one client benefiting from personalized SCORE interaction. This interaction can be with one volunteer or multiple volunteers. The interaction must have provided substantive advice (of sufficient value to have resulted in billable client service by a paid consultant). These interactions can occur in person, via video, phone or email. The client or primary mentor must complete the client information requested in SCORE reporting systems, and the lead mentor must add session notes detailing the interaction.

Process & Quality Standards

• Serves 10-12 Hours per month (1 Session on Average per week)
• Serves Clients from both location Match and Expertise Match
• Mentors connect with all assigned requests as the Relationship Manager to listen, ask clarifying questions, and determine next steps in the Client's journey with SCORE
• Check email daily
• Use SCORE Volunteer email (@SVO) only when communicating with clients, volunteers and staff via email (this does not mean you cannot use text or phone or in-person)
• Utilize AI note-taking as a best practice
• Annual Code of Ethics (COE) acknowledgement 
• Commitment discussion with Chapter Chair (includes # of clients AND other roles)
• Annual review of profile and capacity update
• Update and maintain keyword-rich Mentor Profile with Capacity controls 
• Utilize Pause Feature (up to 30 days) to manage schedule
• Use tools once tested and approved (may include AI)
• Within 2 business days to respond to Mentoring Request (MRE) from the time of assignment
• Enter Client Session notes within 24 hours (business days) 
• After 2 weeks, Mentor closes out Mentoring Request (MRE) after 3 attempts to contact
• Recommend: 
  • 1 Chapter Meeting per quarter attendance
  • 2 Continuing Education Programs completed annually
  • 1 Attendance to Webinar/Workshop per Quarter

Other items of note on mentoring:

• There is no minimum time requirement for the first session recorded in Engage.
• There is no time requirement for subsequent visits (follow-ons).
• Preparatory time is reported in addition to the length of a mentoring session.
• The Business Entity is the client.
  1. A session with two or more individuals representing a single business entity or client counts as one mentoring session or case.
  2. A request for SCORE mentoring must be approved by the business owner or other responsible executive as appropriate.
• A session with two or more mentors and a single business entity or client counts as one mentoring session.
• Travel time can be tracked so that mentors are credited with donating the time, but this will not be included in the length of a mentoring session, nor is the time credited to the mentoring session.

What Does Not Constitute Mentoring

Providing non-business information or advice is not counted as a case or session. The following are examples of some of the activities that do not constitute a mentoring case or a session. These examples CAN still be recorded as a Client Note within the client record in the SCORE systems.

• Client calls for and receives directions to the chapter or information about office hours or SCORE activities.
• Client calls for and receives the telephone numbers of local or state government offices for business registration or other contact information for other potential resources.
• Client visits or is referred to a chapter, mentor, workshop, or website for information. This includes an email response to a mentoring request advising them to seek a workshop training service.
• Client downloads information, software, templates or other files from a chapter volunteer or other website without mentor contact that meets the definition of a case.
• Client is sent an email newsletter or marketing information electronically.
• Mentor contacts a client to schedule a meeting, and the conversation does not meet the definition of a case.
• Mentor contacts a client to follow up or check-in, and the conversation does not meet the definition of a case.
• Mentors will not engage directly in the practice of law. This includes but is not limited to providing specific legal advice, representing an individual in litigation or any legal proceeding, or otherwise practicing law as defined by the state where the Recipient is located. Those members of the Recipient’s staff who are qualified by experience and training to discuss legal issues may do so in a general way, but they must not engage in conduct that leads to the creation of any attorney-client relationship and must make appropriate disclaimers to that effect when providing such counseling and mentoring. SCORE may offer courses on business law issues, provided that legal topics are presented by individuals qualified by experience and training to address such topics.