Inquiry comes in

START
Email sent directly
to Volunteer inbox
Is
Inquiry from
Email?
Did inquiry
arrive at
Volunteer
inbox?
Yes
Check Availaibility in
APP
Yes
Send volunteer a
Free-Form Email
(each location KC,
Topeka)
Tell them if dates are available, if not, give
alternatives:
- Time preference (e.g., 8:30-10:30
- Ages; phone #s; Tour? (new group)
Schedule individual
in the APP (Activity
status for off-site
events); flag it as
Topekaor KC
Manually send them
confirmation email
using template
After 1 week a Snail
mail (confirmation
mail) based on query
using Word Mail Merge
SCHEDULED
Build query for last 7
days
Did Vol signup
for multiple
events within 7
days?
Special processing to
add all opps to Snail
Mail letter
yes
Sending them
- map & directions
- attire
- safety rules
- food drive needs
Is it Topeka?
Yes
No, KC
Is inquiry court-
ordered?
No, Standard
Topeka: Jannett
KC Gwen,
Sydnie
Yes
Schedule individual
in the APP (Special
questions - sexual
offense; shoplifting
Yes
No, only 1 event
From
Resched
uling
REVIEW INQUIRY
Phone Call comes
directly to
Volunteer Services
No (phone
call)
SCHEDULE IN APP
SEND CONFIRMATION
COURT-ORDERED
Email sent directly
to VC or AC inbox
No, email goes to
Coord or A/C
mailbox
Send volunteer an
Inforequest
Template (each
location KC, Topeka)
Determine likely
location for
volunteering
Topeka or KC?
Topeka
KC
Did
inquiry have
dates?
Forwarding email to
Katherine
No
DETERMINE LOCATION & DATE
V1.1 PROCESS FLOW DIAGRAMS 2/26/2014
VOC =Volunteer Outreach Center
CSW =Community Service Worker
AC =AmeriCorps Worker
KC =Kansas City, MO; KDC =KS Distr Center (Topeka)
- Special needs
START
Email comes to
Volunteer inbox
Did inquiry
arrive at
Volunteer
inbox?
Yes
Determine likely
location for
volunteering
Topeka or KC?
KC
Is group
volunteering
over lunch?
Forwarding email to
Katherine
Start to Schedule
group in the APP
Based on
characteristics of
group schedule in
APP, enter notes
about Special Event
Schedule Group
SCHEDULED
Did you find
group?
YES
No, Standard
Yes
Email comes to
indiv KC vol
employees
Did email come
into KJ s
mailbox?
No
yes
No
yes
List of information from email for
both KC and Topeka, including
whether its a birthday party; sponsor
provides Birthday cake; choose
types of cupcakes, birthday cake;
Enter information in notes about the
Special Event
- scheduling for service work
Topeka gathers names to help
process
- Special Needs
Reserve HAC in
Outlook w/
appropriate notes;
book Volunteer, too
yes
Is HAC
available?
yes
NO
Is
Vol Breakroom
available?
NO
yes
Reserve Vol Breakroom
in Outlook w/
appropriate notes;
book Volunteer, too
Look up contact or
group name or email
address in APP
Is it the primary
contact the
same?
Create New Record
for the group
No, new
primary
Change Primary
Contact
Determine schedule
based on remaining
slots
Update the notes in
the ACTIVITY
RECORD
Is
this a Special
Event?
Update Excel
spreadsheet on
CORE
No, not a Special Event
From
Reschedluing
REVIEW GROUP INQUIRY
Is
Inquiry from
Email?
Phone Call comes
directly to
Volunteer Services
No, direct phone call
Topeka
HAC/Vol Brkrm not
available??? Use
KC Board Room?
NDC?
NO
Create an Excel
spreadsheet (VC/
VM)
No, New Group
Yes, Special Event
Updating the notes:
1) with room location,
2) birthday party time, name of birthday person, boy/girl,
decorations?
3) names of known, e.g., Boy Scout need record of
service hours
4) Enter information in notes about the Special Event
Send volunteer an
Inforequest
Template (each
location KC, Topeka)
Did you get all
info necessary to
schedule?
No, ask for
more info
GATHER INFO ABOUT GROUP
SCHEDULE HAC/VOL BRKRM
UPDATE CONTACT
Yes, Found
Group
SCHEDULE GROUP & SPECIAL EVENT
V1.1 PROCESS FLOW DIAGRAMS 2/26/2014
VOC =Volunteer Outreach Center
CSW =Community Service Worker
AC =AmeriCorps Worker
KC =Kansas City, MO; KDC =KS Distr Center (Topeka)
Topeka does not schedule volunteer
events over lunch...today
Inquiry to cancel comes
in via email or phone
call
Special volunteer opps may
require additional recruiting
Is it the same day?
VC/AC/Front-desk opens
App & find their Vol
Record to find the date
they are canceling for
Change Activity code to
Canceled (T-
Canceled for Topeka;
Canceled for KC)
Call front-desk to radio
VOC about cancellation
Yes, same day
VOC, Front Desk crosses
group or individual off a
printed worksheet
Tell Jeff G or VOC Coord
Katherine handles
cancellation on a
worksheet
Is it in Topeka?
Yes, Topeka
No, KC
No, more
than a day
CANCELLED
Do they want to
reschedule?
No, they dont want to reschedule
To
Scheduling
Individuals
Is it a group? Yes
To
Scheduling
Groups
Yes, its a group
No, its an
individual
START
V1.1 PROCESS FLOW DIAGRAMS 2/27/2014
VOC =Volunteer Outreach Center
CSW =Community Service Worker
AC =AmeriCorps Worker
KC =Kansas City, MO; KDC =KS Distr Center (Topeka)
Volunteer
individual or
group arrives
Has the [KC/whole
group arrived or close
to start (+ or 10
min)] or KDC/shift is
here incl?
Check-in with KC front
desk person or Katherine/
KDC indiv, group, csw
Front Desk/KC or
Katherine/KDC Mark/tally
next to group or
individual
Front desk person sends
them to Vol Breakroom or
HAC or KDC Kitchen
Wait until group
arrives
No
Radio VOC staff with
group name and
number
yes
VOC staff gets the
group
Is a
tour scheduled in KC or
if enough KDC people
are new?
no
Front desk calls VC or
AC to start tour
yes
After tour group is sent
to VOC; hand group off
to VOC staff
Is the person a CSW?
Fill out paperwork; get
copy of Driver License
Is it their first time
volunteering?
yes
yes
Sign in on CSW clipboard;
leave timesheet, if
applicable
Get wristband (different
colors for diff jobs)
Front desk calls respective
dept (shopping floor, voc,
whs)
No, not the first day
No, not a CSW
CSW signs out on
the clipboard at the
end of their shift
Front Desk person
signs CSWs
timesheet
Is it
Topeka?
No, KC
New People?
Yes,
Topeka
Stay in Kitchen
for tour
Yes, New
People
Katherine leads
tour
VOLUNTEER
WORK yea!!!
Do hours need to be
confirmed?
Yes Is it court-ordered? yes
no
no
Front desk/Katherine
signs volunteers form or
fill a Harv form
Volunteer
Activity Done!
After day is over, Sydnie/
Katherine confirms final
numbers; records in APP
START
HANDLE CSW
VOL SERVICES - BEFORE EVENT:
- KC - A day before event Vol services goes to get cake
- Topeka 2 weeks before event request bday cake
- KC 2 weeks or so before Special Event VC sends reminder and 1 week after event
send a TY letter.
- Topeka email or phone call about 1 week before; 1 day or so after a TY letter is sent
VOC - BEFORE EVENT:
- KC VOC arranges assignments within VOC backsnack, sorting, etc.
- VOC moves people around based on the performance of the group or if the group
cancels
- Topeka VOC pulls numbers, ages to determine assignments
FRONT DESK - BEFORE EVENT:
- KC Gwen )Front desk) calls on groups with more than 10 people 2days before
event to confirm the number of vols
VOL ARRIVES
DIRECT VOLS TO BREAKROOM
START TOUR
HAND OFF TO VOC
START WORK AND CHECK-OUT
V1.1 PROCESS FLOW DIAGRAMS 2/26/2014
VOC =Volunteer Outreach Center
CSW =Community Service Worker
AC =AmeriCorps Worker
KC =Kansas City, MO; KDC =KS Distr Center (Topeka)