Procedures and Guidelines

Procedures and Guidelines | Volunteer Orientation Guidelines

Dubuqe Area Score
Chapter 0347 Procedures and Guidelines

OFFICE DUTY PROCEDURES

Chapter volunteers assigned office duty should follow the following guideline in serving SCORE clients:

  1. Upon arriving at the office, check telephone message center for any messages.
    • The telephone has a voice mail button. Lift the receiver and press the button to hear any recorded messages. Follow audio directions to save, delete, forward messages, or to exit the system.
    • If there are any messages, please record the caller's name, telephone number, and brief description of the information requested, questions client may have, or other pertinent information contained in the message on FORM 641 – Request for Counseling.
      • Volunteer may offer to counsel client and set up an appointment in the office or continue the conversation with telephone counseling.
      • If the volunteer feels other volunteers may have more desired background or skill levels to counsel client, note all information on the FORM 641 and forward to either Tom Reilly, Chapter Chairman or Tom Sarvis, Chapter Treasurer. They will assign to a counselor with the skills, background, and time to counsel.
      • If the volunteer is familiar with the SCORE electronic Entrepreneurial Development Management Information System (EDMIS) all information and the FORM 641 can be entered on the office computer system. IF THE VOLUNTEER DOES NOT INTEND TO COUNSEL THE CLIENT, please send an email to either Tom Reilly or Tom Sarvis that the information has been entered into the system and the client needs to be assigned to another counselor.
  2. If a client visits the office in person, the volunteer should develop rapport with client and seek all pertinent information.
    • The Volunteer should determine if the client has an appointment with another volunteer or whether this is their initial contact with the SCORE organization.
    • The Volunteer should determine if a FORM 641 has been completed in the past with another counselor. If not, the Volunteer should have the client complete parts I and II of the document.
    • Depending on the nature of the visit, the volunteer can share SCORE publications, guides, and other printed or electronic resources with the client.
    • If the client is a new client, the completed FORM 641 should be forwarded to Tom Reilly, Chapter Chairman or Tom Sarvis, Chapter Treasurer. (If volunteer can input the FORM 641 data on the EDMIS system, the volunteer may do so.
    • The volunteer may offer to counsel client and set up further counseling schedules – or – may refer to Tom Reilly or Tom Sarvis for assignment of another volunteer counselor. The preferred method of notification to Mr. Reilly or Mr. Sarvis is email. However, referral can be made by phone or by mailing the FORM 641 with a short cover letter.
  3. At close of shift, each volunteer should see that is remains in a clean and orderly condition. If there are items that need attention, please report them to Sarah Hanten, the Dubuque Area Chamber of Commerce Office Manager.

 

Dubuqe Area Score
Chapter 0347

VOLUNTEER ORIENTATION GUIDELINES

  1. Each volunteer should receive an initial packet of information containing printed information about the SCORE organization, SBA Resource publication, Statement of Confidentiality, Roster of Chapter Volunteers, and Chapter bylaws.
  2. Each volunteer should familiarize themselves with the SCORE website at www.score.org and the Chapter website at www.scoredbq.org.
  3. The National Score office will issue a user name and password that will enable each volunteer to access the "volunteer only" section of the SCORE website at www.score.org. When each volunteer receives their welcome letter, user name and password, they should familiarize themselves with the resources available to them at this website.
  4. Each volunteer is required to complete the "online" Volunteer Orientation course within 90 days from the date they receive their user name and password. Upon completion of the course, a certificate of completion will be printed. A copy of the certificate should be forwarded to Tom Reilly, Chapter Chairman or the Chapter office.
  5. Each volunteer is required to read and sign the Statement of Confidentiality Agreement on an annual basis. This document can be found under the "Forms" section of the Volunteers Only section of the SCORE website. It should be read, signed and forwarded to Tom Reilly, Chapter Chairman or the Chapter office.
  6. Each volunteer should familiarize themselves with the Chapter Office and available resources to assist clients.
  7. Volunteers should familiarize themselves with the individual Client and Volunteer files located in the SCORE Chapter office.
  8. Volunteers should familiarize themselves with the FORM 641 – Request for Counseling. This form must be completed upon the initial contact with a client.
    • If the first contact is in person, the client should complete Parts I and II. The volunteer needs to complete Part III.
    • If the first contact is by telephone, the volunteer needs to complete the contact information and other information in Parts I and II. They then need to indicate any actions taken in Part III.
    • Completed forms should be left in the office with an email or telephone notification directed to Tom Reilly, Chapter Chairman or Tom Sarvis, Chapter Treasurer.
  9. New volunteers will have another "more seasoned" volunteer assigned to them as their personal mentor during the first 90 days of service to the SCORE organization.
  10. Where possible, the mentor and volunteer will perform client counseling together until each feels comfortable doing on an individual basis.
  11. Volunteers assigned "Chapter Office Duty" may also request that their mentor or another "seasoned volunteer" assist them with the office duties until a level of comfort with procedures is attained.