Introduction

During the process of prioritizing the system requirements and designing Engage, it became clear that our processes and the flow of information through the system naturally fell into three distinct categories which represent the core of SCORE’s business. We refer to these categories as constituent journeys.

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CONSTITUENT JOURNEY TITLES

Volunteer Journey
Event Journey
Client Mentoring Journey
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CONSTITUENT JOURNEY DESCRIPTIONS

 

VOLUNTEER JOURNEY

The volunteer journey consists of how a prospective volunteer finds SCORE, the application submission and interview processes, the onboarding process at the chapter level, training, and the continuing life cycle between SCORE and the volunteer thereafter.

This journey is composed of three different phases: Prospective, Provisional, and Active.

Included in the Volunteer Journey:

Prospective

• Volunteer Application submission
• Volunteer Intake Coordinator role
  • Managing the Volunteer Intake Queue
  • Handling of a Duplicate Application
  • Interview Process
  • Taking Ownership of an Application in Engage
• Volunteers as Interviewers

Provisional

• Profile Overview
• Provisional Volunteer Training and Onboarding
  • Assigning a Coach 
  • Onboarding with Coach
  • Manual Updates Needed by the Coach 
  • Assign & Update Position & Training Classifications
  • Extended Provisional On boarding Timeline 
  • Add/Edit Note to Provisional Volunteer’s Profile (Coach)
  • Co-mentoring and Event Participation

Active

• Profile management
• Affiliations
• Manage Volunteer Status
• Classifications
• Positions
• Sending an Email from a Contact Record
• Adding a Paid Admin (Contractor)

 

EVENT JOURNEY

The event journey includes the event creation, registration process, payment collection, attendee tracking and no-shows, and the post-event survey.

Included in the Event Journey:

• Event Creation
• Modify an Event
• Registration: View, Update & Manually Add Event Registrants
• Cancelling an Event
• Attendee Tracking
• Understanding the Post Event Process

 

CLIENT MENTORING JOURNEY

The Client Mentoring journey consists of how a client finds SCORE, the mentor matching and assignment process, how they receive SCORE services, and the gathering of feedback around their experience.

Included in the Client Mentoring Journey:

• Request a Mentor (Client/Mentor Matching)
• Managing the Client Intake Queue (Match a Mentor Request)
• Mentor Request Management
• Session Recording & Editing
• Client Feedback Survey

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ADDITIONAL RESOURCES:

For more information on SCORE Engage, please visit the Support Center.

For questions about these journeys, contact the Engage Team.