How SCORE's Online Counseling System Operates

3. How SCORE's Online Counseling System Operates • A client enters a question at www.score.org, and the search engine presents several counselors whose skills match words in the client's request. The client can narrow down the search with different wording, or by selecting a state. • After selecting a counselor, the client may add additional comments to the request or question before submitting it. An acknowledgment appears on the client's screen indicating the case number and that the message has been sent to the counselor. • The online counseling server sends two emails—one to the client in acknowledgment, and one to the counselor with the client's request assignment. The client's email address is not included in the initial assignment message to the counselor. If the counselor's email bounces, the Cyber chapter chair will attempt to reassign the case to a different counselor. • When the counselor receives the case assignment, he/she responds to the message via online counseling system which sends the response to the client. • The Online Counseling system automatically records the case information in Webit. • If the counselor has not responded to the client within 48 hours, the counselor is deactivated and the case is reassigned.

4. NSO HOMEPAGE

5. Email In-Box

6. Volunteer Center Logon Screen

7. Open Sessions Page

8. Counselor Response Screen

11. Bad/Bounced Counselor Email • If the online counseling server determines that you have a bad email address, you will automatically be deactivated and your chapter will be sent an email stating that the email notification has bounced. • Bad email addresses occur when • your Internet Service Provider (ISP) is down, or • you have changed your email address and have not updated your record under Edit My Email & Contact Info. in your Online Counseling System Toolbox. • To resolve an email-related issue, send an email to cyber.admin@score.org.

12. When You are Deactivated – And You Will Be Sometime • If you are deactivated, due to not responding to a case within 48 hours or the email notification bounces, it will be clearly indicated when you access the Online Counseling System. • To reactivate yourself, click on Case History and a message will appear with a link to click to reactivate yourself. • Please check your email under Edit Contact Information to ensure the system has the proper email address

13. Becoming an Online Counselor • Send an email to cyber.admin@score.org with your name and chapter number. You will receive confirmation within 48 hours, along with instructions to help you get started. • After receiving the confirmation, set up your computer pursuant to the detailed instructions: • Add “Do Not Reply” and “Cyber.admin” addresses to safe list • Add links to four specific websites to My Documents • Add “Attachments for Counseling” to My Documents from CD • Putting in a strong Career Summary and listing all 13 Skills & Industry Areas is critically important. • You are providing the information from which initially the system and ultimately the client uses to select you for counseling • To get the most replies, put in as many different and varied Skills and Industry Areas, along with a “marketing” Career Summary

14. Hardware/Software Needs • SCORE's websites is best viewed using an Microsoft Internet Explorer 6.0 or better. Other browsers can access the system, but may experience reduced functionality. • You will need Microsoft Word and Microsoft Excel loaded on your computer to review documents sent to you by clients.

15. Response Time • To provide superior customer service to SCORE clients, online counselors commit to sending a response within 48 hours of receiving the client's request for advice. SCORE clients have the expectation of a timely response. • If you need additional time to research the client's question, please respond to the client to let him/her know you will follow up with a detailed response soon. • If you will be away from online counseling activities for more than 48 hours, please make yourself unavailable: • Go to the Volunteer Center, Online Counseling Toolbox • Go to Online Counseling, My Profile • Selecting the Availability link Your name will be temporarily removed from the counselor list provided to clients.

16. Counselor Menu

17. Counselor Skills Page

18. Volunteer Center Home Page

19. COMMUNICATING WITH OTHER ONLINE COUNSELORS – LISTSERV • Join the Online Counselor Listserv to participate in discussions with other online counselors. To sign-up for this listserv, go to Volunteer Center and in the Make Connections box click on Networking Listservs. • Click on “Email Counselor Listserv”, then click “Join or Leave the List” • Type in your email address and name and click “Join Email Listserv”, click “Get New Listserv Password” (which needs to be different from your normal SCORE password). And enter your email address and new password twice. • Go to your email, open mail from Listserv click on underlined message and you will receive a confirmation message immediately that your are now part of the Listserv. • Go back to Volunteer Center and log onto the Listserv, click “Join or Leave”, type your username and your name and fill out the information to start receiving emails from Listserv.

21. NEED HELP??????? Online Counseling Resources in Volunteer Center Or Email to cyber.admin@score.org

22. CONCLUSIONS • What’s the Same? • Unqualified clients • Clients looking for free money • Poor Credit Ratings • High Credit Card Debt • No Business Plan • What’s different? • Use of technology that client’s use • Can be done from almost anywhere • You can take time to research answers • Does not require commute to Gessner • Can be done at Gessner when no F-F • Dress code is P.J.’s, cap optional!!