Engage Enhancement Requests

These changes were designed to streamline the Client Intake Coordinator’s assignment of client requests to mentors, making the process of matching clients with mentors more efficient and tailored to specific needs. This enhancement was prioritized to align with SCORE’s goal of matching a client with the best mentor as quickly as possible. We’re excited about these changes and believe they will greatly improve our ability to serve our clients effectively. New Assign Search Screen

The following features will be implemented:

• Mentoring Request Form: The Mentor Request form will include a "No Preference" option in the "How would you like to meet with your mentor?" field and will be displayed as the first option, followed by the Video option as this reflects what our clients have opted for the most often.
• Automatic Filtering: The list of mentors displayed by default will automatically be filtered based on information from the client’s mentor request. These options can be adjusted by the Client Intake Coordinator (CIC).
• Mentoring Type Match: Client requests for mentoring types (e.g., how they prefer to meet) are now matched with the mentor’s mentoring methods. The list of available mentors is not automatically filtered with this field but can be added by the CIC.
• Mentoring Area Match: Client requests for specific mentoring areas are now matched with the mentor’s areas of expertise.
• Business Type Match: Client requests based on business type are now matched with the volunteer’s industry experience.
• Keyword Search: The CIC can quickly locate suitable mentors based on their subject matter expertise keyword field. To leverage this enhancement effectively, we encourage all mentors to keep their subject matter expertise keywords up to date. This ensures accurate and efficient client/mentor matching.
• Search In: The area for searching mentors is specified by the 'Search In' box, which defaults to "Chapter." Filters will be applied to mentors within the selected area. You can broaden your search results by clicking on the dropdown menu. We highly recommend assigning requests to mentors within your chapter first, if available, then expanding to your district or region before considering mentors from all chapters.
• Enhanced Search Functionality: We will enable searching by full name across different levels (chapter, district, region, outside area, and all chapters). This enhancement aims to make it easier for you to locate mentors, especially in larger chapters where the current search by mentor name alone may be cumbersome.
• Updated Interface: The "Areas of Expertise" and volunteer email columns will be removed from the Assign/Reassign screen for a cleaner interface.
• Optional Client Intake Coordinator Notes: The CIC can now include an optional note to the mentor when assigning a request. This note will be included in both the email sent to the mentor and the mentor request record.
• General Search Rules: All filters are inclusive and combined to refine search results. The "Search In" filter defines the base set of mentors, and other filters narrow down the mentors within this base set. The keyword search adds an additional layer of filtering based on the "Subject Matter Expertise" field.
• Training: Our training team added a self guided tour that will walk you through this new update and info text on the left side of every new filter in Engage.

Video recording: https://score.app.box.com/s/can99tk14p4pinp5h9oplwwtqn09zcu1

Training Link: https://help.score.org/hc/en-us/articles/360041668893-How-to-Manage-the-Client-Intake-Queue-Match-a-Mentor-Request

SCORESF- 1043 // SCORESF-1075

Estimated: 10/1/2024