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Regional Client Intake Process

Sarah Meiklejohn
  • Updated

Purpose

This document is to serve as a guide on the standard operating procedures around the One SCORE processes related to Client Intake and MRE assignment.

Application

The information and  steps outlined in this document are intended to be used as a guide to help carry out the tasks related to the assignment of client Mentoring Requests (MREs) to SCORE Mentors.

Within this process doc are:

  • Outline of steps each role takes during the Client Intake Journey
  • Process outline and guidelines
  • Suggested metrics and reporting
  • Support Center resources

 

Roles and Responsibilities

Regional Client Intake Coordinators (RCICs)

Serve as primary Client Intake Coordinator for designated Chapter(s), District(s), and/or Region(s). Ensure consistent process from receipt of MRE through assignment to a SCORE Mentor.

Functional Responsibilities: 

  • Process new MREs
    • Review submitted information to determine whether the request falls within the scope of SCORE services
    • Match client with Mentor using One SCORE methodology
    • Withdraw any MREs which are out of scope or which should otherwise not be assigned
  • Reassign timed out and declined requests
    • RCIC to review information in returned MREs to determine next best fit and make new assignment
       

Certified SCORE Mentors

Mentors connect with all assigned requests and serve as Relationship Manager to listen, ask clarifying questions, and determine next steps in the Client's journey with SCORE.

Expectations:

  • Accept all MRE assignments within two business days of assignment
  • Enter Client Session notes within one business day of session
  • Close out MRE after two weeks, following three attempts to contact
  • Resource:  Mentoring Definition, Expectations and Standards

 

Membership Chairs

Utilize My Mentors Activity report to monitor assignment information for chapter Mentors

  • Follow-up with individuals who regularly time out of or decline assignments

  • Follow-up with individuals with assignments paused >30 days

     

Process Steps:  MRE Submission and Assignment Phase

  • Client submits a MRE via the SCORE.org website
  • RCIC notified of new request via email
    • MRE populates in the Chapter Client Requests - Need Action queue in Engage
  • RCIC logs into Engage and assigns MREs from the intake queue
  • RCIC reviews individual MRE information
    • MRE Question
    • Mentoring Area
    • Type of Business
    • New or Existing?
    • Origination URL
  • Based on available information, RCIC assigns MRE to available Mentor from local Chapter if available
    • If no local Mentors available, RCIC moves to District and then Region for first assignment
    • Note added to include additional information as needed for review by Mentor in Notes section of MRE
  • RCIC updates MRE status to Withdrawn and adds a note with reasoning if:
    • MRE is determined to be out of scope
    • MRE is a duplicate

    • Client is no longer interested in SCORE mentoring

       

Process Steps:  Mentor Accepts Assignment and Schedules Introductory Mentoring Session

  • Mentor notified of new assignment via email
  • Client MRE populates in My Client Requests - Need Action queue in Engage
  • Mentor accesses MRE from the client requests queue and uses Accept/Decline button at the top of the record to accept the assignment
    • Mentor includes a Note to client as first contact with Client, including invitation to schedule a mentoring session
    • If no response from Client, Mentor attempts to contact twice more within the next two weeks
    • Resource:  How to Accept/Decline a Mentoring Request
  • Mentor schedules a session with Client
  • Mentor conducts introductory mentoring session

 

Process Steps:  Mentor Enters Session Notes and Updates MRE Status

  • Following the first mentoring session, Mentor enters session notes in Engage within one business day
  • If the Mentor-Client match is not a good fit, Mentor uses Transfer to Queue function to return MRE to RCIC for reassignment
  • Mentor schedules follow-up session if appropriate
  • Mentor updates status of MRE as appropriate
    • Complete - if Client does not require additional mentoring following at least one session
    • Withdrawn - if Client did not attend a mentoring session and is no longer interested in mentoring, is a duplicate, or if the request is determined to be out of scope
    • No Show - if Client did not attend a scheduled session
    • No Response from Client - if Client did not respond to three outreach attempts
    • Incorrect Contact Information - if email and phone number provided in MRE are not correct and Mentor is unable to contact the Client

    • Resource:  Updating a Client’s Mentoring Request Status

       

Process Steps:  MREs Pending Reassignment

  • RCIC reviews transfer and decline notes for MREs returned to the intake queue and pending reassignment
    • Assigns MRE to new Mentor based on updated information
    • Includes a note re: reason for new assignment
  • Local monitoring:  Membership Chairs to monitor My Active Mentors Activity report and provide individualized follow-up with Mentors who timeout or decline assignments

 

Metrics and Reporting

Metrics

  • Average days from Client submission to first assignment
  • Average days from assignment to accepted by Mentor
  • Average days to first session notes entered in Engage

Reporting

  • BIRT Reports
    • Clients Not Yet Assigned
    • Clients Not Yet Accepted
    • Clients Not Yet Contacted
    • Clients Not Yet Counseled
  • My Active Mentors Activity
    • Details Mentors’ assignment information including accepted, timed out, and declined assignments, as well as pause assignments information
       

Resources

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