Managing Your Chapter’s Clients Not Yet Counseled Michael Gilman Sr. Business Systems Analyst SCORE Technology

Housekeeping Will be taking questions after each topic Everyone will be muted Can be unmuted to ask question aloud Raise hand to ask question or enter in Questions section Run polls now.. Then next section starts

Today’s Agenda Assigning and re-assigning mentoring requests Tackling the CNYC list Session types Available training and resources

New Client Mentoring Requests www.score.org Log in: https://core.score.org/user Search for new clients

Mentoring Requests View MREs Not Yet Assigned from most recent to oldest

Search Chapter Clients

Search National Clients

Add New Client

Email Already Exists If client email already exists, search National Clients

Assigning Mentoring Requests Either way will take you to a list of your chapter’s mentoring requests – most recent to oldest. Click the large blue arrow on the right next to the MRE status column.

Assigning Mentoring Requests Box on the Left here will pop up – shows all of your active and provisional members in alpha order. When you click the name of the mentor you want to assign the request to, the box on the right opens up - Best Practice: add note and be specific – info included here goes out in the notification the volunteer gets alerting them that a request has been assigned to them.

Mark As Contacted Creates a non-session note stating “Contacted client [client name] on [that day’s date]. Removes them from Not Yet Contacted list but not from the Not Yet Counseled list.

Reassigning MREs Within Your Chapter Follow same procedure as initial assignment Do we need a slide about this or can it just be mentioned?

Reassigning MREs to Another Chapter Before reassigning you need to know: 1. Where am I reassigning the client? 2. To whom do I reassign the MRE?

Find Correct Chapter If you do not know the client’s nearest SCORE location based on their city, state or zip code, search their zip code on the SCORE National website (www.score.org). Results will include main chapter locations as well as their branches.

Find Correct Recipient Once you have the Chapter Name, go back to CORE to locate their chapter information page

Locate Chapter Admin Enter chapter name in Search field and click “Search”. Click on chapter name link to see their information page.

Leaders Section Scroll down the page until you see the “Leaders” section. If there is no member listed there as Chapter Admin, it is a best practice to resort to the Chapter Chair instead.

Final Steps Go back to Mentoring Requests/Clients Not Yet Assigned page Follow same procedure as reassigning within chapter Select Chapter from drop down menu & Chapter Admin name from Volunteer list Even more important to include an Admin note in this situation so that the Admin or Chair knows why this client is being reassigned to them.

Clients Not Yet Counseled List The CNYC page lists all client requests where no mentoring sessions have been added. These requests may or may not have been assigned to a mentor and a nonsession note may or may not have been entered.

Clients Not Yet Counseled List

Session Types New Case Follow-On Close Out Non-session New case: used when you are inputting an actual mentoring session in for a client – after a meeting, during a meeting. Follow-on: self-explanatory Close Out: Should be used when closing out an MRE. Close outs with hours in Time Spent Counseling are counted as mentoring sessions in reports. Those without hours are not. Non-Session : used to make general notes such as attempts to contact a client. NOT counted as mentoring session in reports. *** ONLY New Case, Follow-On, or Close Outs will remove a client from the Clients Not Yet Counseled List – but be EXTREMELY careful to remember that the NPS survey is triggered by the 1st and 4th sessions entered in for a client. Non-sessions never trigger NPS. *** New Case, Follow-ons, and Close Outs all require Lead Mentor name in that field. You will get an error message that one is required if you try to submit one without that information.

Proper Close Out a. Select the Session Type, Close Out b. Set the Contact Hours to 0 so no NPS survey is sent to the client, and c. Add a Session Note explaining why this client is being closed out. d. Click Save. The client will be automatically removed from the CNYC list and their status will be updated to Inactive

Available Resources and Support www.score.org SCORE Help Site: help.score.org Recent Tech Webinars CORE Training Resources Chapter Website Guides @scorevolunteer.org Email Accounts Help Desk: Email us at help@score.org . Submit Bug/Enhancement Suggest topics for webinars and How To Guides