Quick orientation, who and what you manage

• Tell me about your volunteer programs and the main populations they serve.
• How many active volunteers do you manage on average? Options: Under 200, 200 to 500, 500 to 1,000, 1,000 to 2,000, Over 2,000
• In a typical month, how many shifts, events, or recurring opportunities require scheduling? Options: Fewer than 50, 50 to 200, 200 to 500, 500 to 1,000, Over 1,000
• Which tools or files currently hold your schedules, applications, and hour logs? Options: Spreadsheets, Email threads, Paper sign-up sheets, Shared calendar (Google/Outlook), An existing volunteer portal, Other
• Who on your team is responsible for day to day scheduling, and who approves final hour reports?
• Describe the moment or event that made you realize spreadsheets and email were no longer working.
• Specify the single constraint that would prevent you from starting a pilot in the next 30 days. Options: Insufficient staff time, Volunteer data not accessible, Legal or compliance approval pending, No budget signoff, Key integrations unavailable, Other

Where volunteer work most often breaks down

• If an urgent shift went unfilled right now, what immediate costs or consequences would you face?
• How often do no-shows or last-minute cancellations force paid staff to cover volunteer duties? Options: Almost every week, A few times a month, Occasionally, Rarely
• Across your programs, which volunteer roles or locations are most frequently understaffed?
• Tell the story of a recent event where scheduling problems affected service delivery, and who had to intervene.
• Estimate the weekly administrative hours currently spent on manual scheduling, confirmations, and hour reconciliation. Options: Under 5 hours, 5 to 15 hours, 15 to 40 hours, Over 40 hours
• Which single operational failure would make you stop a rollout immediately, for example a gap in background checks for a clinical shift?

Hidden risks and compliance blindspots

• When was the last time a background-check gap, missing waiver, or incomplete hour record triggered an audit, donor question, or internal escalation? Options: Within last month, 1 to 6 months ago, 6 to 12 months ago, Over a year ago, Never
• List the specific shift types or programs that require verified background checks or certifications. Options: Direct client contact, Clinical settings, Youth programs, Legal or financial roles, All public-facing roles, Other
• Who currently manages relationships with your background-check vendors and how is completion tracked?
• Where do volunteer records and hour logs live today, and who has export access for reporting?
• Estimate how long it would take to assemble verified volunteer-hour reports for a 12 month grant review. Options: Same day, 1 to 3 days, One week, More than one week
• If a regulator or funder requested proof of volunteer eligibility and hours within 7 days, could your team deliver it? Options: Yes, easily, Yes, with effort, No, not without significant work, No, not possible

Alternatives you are actively weighing

• Name the external solutions, internal workarounds, or incumbent vendors you are currently considering.
• Select all approaches you have evaluated or already use for recruitment, scheduling, and hour tracking. Options: Spreadsheets and email, Paper sign-up and manual logs, Shared calendar only, In-house built tool, A volunteer management portal, Other
• What would have to be demonstrably true about your current approach for you to keep it instead of switching to a platform?
• Has anyone on your team proposed building an internal solution rather than partnering with an outside vendor? Options: Yes, actively proposing, Discussed but not serious, No one has proposed it, I am not sure
• Quantify the minimum improvement in scheduling fill-rate or hour verification that would make you stay with the current approach. Options: 5 percent, 10 percent, 20 percent, More than 20 percent, Not sure

What success will actually look like for you

• Assuming the pilot proves your key hour and fill-rate numbers, what internal barrier still stands between that result and a decision to roll out?
• Choose the top three metrics that will define pilot success for your team. Options: Shift fill rate, Verified volunteer hours, Background-check completion rate, Volunteer satisfaction, Coordinator time saved, Report accuracy
• Explain how verified volunteer hours and accuracy will be used in your reporting, grants, or staffing decisions.
• Across your programs, which sites or volunteer roles must reach 95 percent background completion for the pilot to be acceptable?
• Identify who on your side can sign off to move to full rollout within two weeks if the pilot meets acceptance metrics.

Operational readiness and technical constraints

• Do you have integrations or system dependencies that must be in place before the pilot can begin, such as HR, donor, or calendar systems? Options: Yes, multiple required, Yes, one required, No, none required, Unsure
• Select the third party systems or data sources we will need to connect to for a meaningful pilot. Options: Your HR system, Donor or CRM database, Background-check vendor portal, Calendar system (Google/Outlook), Payroll or timekeeping, Other
• Point to the team or role that will own API access, credentials, and technical approvals for those systems.
• Provide the total staff hours and approximate headcount your team can dedicate to configuration, training, and pilot support over a six week period.
• Are there legal, union, or data transfer approvals required before we can import volunteer records into the platform? Options: Yes, legal review required, Yes, union or internal approvals required, No approvals required, Unsure
• Identify the readiness gap that, if unresolved, would force you to delay the pilot start date. Options: Data access, Staff availability, Legal approval, Vendor credentials, Budget, Other

Pilot structure and decision triggers

• Imagine the pilot runs for one cycle and shows a 30 percent reduction in unfilled shifts, what specific next step would you expect from your leadership?
• Pick the single operational metric that, if achieved, would make your executive team say go. Options: Shift fill rate, Verified hours accuracy, Coordinator hours saved, Volunteer retention, Report accuracy
• Choose the maximum acceptable timeline between pilot completion and full rollout. Options: Immediately, Within 2 weeks, Within 1 month, Within 3 months, Longer than 3 months
• Explain how you plan to present pilot results to funders, boards, or senior leadership.
• Suppose the pilot misses its primary target by 10 percent, what contingency would you follow and who would make the continue or stop decision?

Next steps and practical commitments

• What single scheduling or reporting milestone would make you comfortable scheduling a kickoff within 30 days? Options: Data export ready, Key approver signed off, Integration credentials provided, Pilot volunteer list finalized, Training slots scheduled
• Provide the preferred month to start the pilot and any blackout dates or high-demand periods we must avoid.
• Include the roles we should invite to pilot onboarding sessions. Options: Volunteer coordinator(s), Program manager(s), HR or compliance, IT or integration owner, Background-check vendor representative, A sample group of volunteers
• List required artifacts you will make available before kickoff, for example volunteer roster, shift templates, and background-check vendor contacts.
• Name the person authorized to approve pilot-related costs or budget changes that would keep the pilot on schedule.
• Pick your preferred meeting cadence during the pilot for progress reviews and issue triage. Options: Weekly, Biweekly, Monthly, Ad hoc when needed

• Platform Experience and Pilot Plan

• Confirm the current state and its cost
• You confirm that the demonstrated workflows map to and eliminate the manual rework and scheduling gaps described in Discovery.
• Provide the seller with a representative volunteer list and one typical event or program scenario to load into the pilot configuration.
• Recruiting and background-check coordination using your scenario
• You agree on a pilot scope and specific acceptance criteria that will prove readiness for rollout.
• Provide the seller with the background-check vendor contact and the specific fields required on background-check status records.
• Shift scheduling and skills-matching proof
• Seller to deliver a written pilot plan within three business days, including scope, test data to be loaded, acceptance criteria, timeline, and success metrics.
• You identify the sample program, volunteer lists, and reporting fields to use during the pilot.
• Run a short pilot readiness checklist and confirm any integration endpoints or calendar credentials needed for the pilot start.
• Hour logging and reporting validation
• Agree pilot scope and acceptance criteria
• Confirm this matches what you described needing

• Platform Experience and Pilot Plan (Solution Experience)
• Solution Experience Deck
• Solution Brief: Platform Experience and Pilot Plan

• meeting
• slides
• document

• Provision platform accounts and role access
• Import and clean volunteer records
• Configure volunteer application portal
• Coordinate background check processing
• Set up shift templates and availability blocks
• Deploy volunteer self-service sign-up portal
• Enable hour logging and auto timesheet export
• Configure skills and qualifications inventory
• Integrate with donor and HR systems
• Activate automated shift-fill notifications
• Generate grant-ready volunteer hour reports
• Configure recognition and badging workflows
• Migrate legacy attachments and documents
• Train coordinators and provide go-live support

Provision platform accounts and role access

• Do you have an existing user directory for coordinators and staff to import (CSV, Active Directory, SAML)? Options: CSV export, Active Directory / LDAP, SAML/SSO provider, No directory / manual
• How many distinct user roles (coordinator, volunteer, manager, auditor) must be created? Options: 1-2, 3-5, 6+
• Which permission sets require access to sensitive volunteer records or background-check results? (select all that apply) Options: View background-check reports, Edit volunteer PII, Approve clearances, Run audit reports
• List the primary account owners and their email addresses who will approve role assignments.
• Provide any single-sign-on (SSO) or multi-factor authentication (MFA) requirements and endpoints. Options: SAML SSO required, OAuth/OpenID, MFA required, No SSO / standard login
• Confirm target account provisioning SLA for initial rollout (e.g., 5 business days per 50 accounts). Options: 24 hours, 3 business days, 5 business days, Custom SLA

Import and clean volunteer records

• Do you have volunteer records exported in a single file or multiple program-specific spreadsheets? Options: Single consolidated file, Multiple program files, Database export, Not sure / need assessment
• How many volunteer records in total need migration, including archived volunteers? Options: Less than 1,000, 1,000-5,000, 5,000-20,000, More than 20,000
• Which legacy fields map to platform fields (first name, DOB, volunteer ID, hours, skills)? (select all that apply) Options: First name / Last name, Date of birth, Volunteer ID / External ID, Accumulated hours, Skills / certifications, Background-check ID
• Provide the acceptable data accuracy threshold for migration (e.g., 95% phone/email validation) as an acceptance criterion. Options: 90% accuracy, 95% accuracy, 98% accuracy, Custom threshold
• List common data quality issues present (duplicates, inconsistent date formats, missing background-check IDs).
• Specify whether attachments (signed waivers, licenses) accompany volunteer records and approximate total size. Options: No attachments, Small set (<1GB), Moderate (1-10GB), Large (>10GB)

Configure volunteer application portal

• Are you opening the application portal for public signup or by invite only? Options: Public signup, Invite-only, Both (public + invite)
• What application fields are mandatory for new volunteers (phone, emergency contact, skills, availability)? Options: Name, contact info, Emergency contact required, Skills and certifications, Availability blocks
• Identify age verification or eligibility checks that must appear on the portal for role-specific requirements (minimum age, background-check consent).
• Detail the intake workflow for conditional questions (for example, show background-check consent when a medical role is selected).
• Specify the language translations required for the portal and approximate volunteer percentages per language. Options: English only, English + Spanish, English + Spanish + Other, Custom languages
• Confirm what email templates are required for application confirmation and next steps. Options: Application received, Background-check invitation, Application rejected, Custom templates

Coordinate background check processing

• Name the background-check vendor(s) you currently use or prefer to integrate with.
• Detail the screening levels required per role (basic, county, national, fingerprint) and map them to role names.
• Choose whether you require automated submission from the platform to the vendor or manual upload of candidate lists. Options: Automated API submission, SFTP/batch upload, Manual upload by coordinator
• Indicate the evidence of clearance to store on profiles (clearance ID, expiry date, report PDF). Options: Clearance ID + expiry, Full report PDF, Expiry date only, Other
• State acceptable time-to-clear targets for background check completion (e.g., 72 hours, 5 business days). Options: 24-48 hours, 72 hours, 5 business days, Custom SLA
• Who will be the internal background-check owner responsible for escalations and tracking outstanding checks?

Set up shift templates and availability blocks

• Are recurring shift templates (daily, weekly, event-based) needed for your programs? Options: Yes — daily/weekly, Yes — event-based only, No — ad hoc shifts
• Indicate typical shift lengths for each program area (example: 2-hour clinic, 4-hour event). Options: Under 2 hours, 2-4 hours, 4-8 hours, Variable per program
• Identify blackout dates or volunteer blackout windows (school breaks, holidays) that must automatically block scheduling.
• State required minimum notice and lead time for shift signup and cancellations. Options: Same-day allowed, 24 hours notice, 48 hours notice, 72+ hours notice
• Who approves shift templates and changes to availability rules? Options: Program coordinator, Volunteer director, HR / compliance, Other
• Would shifts require skill-based role tags (CPR certified, bilingual) for automated matching? Options: Yes — require tags, Optional tags, No tags required

Deploy volunteer self-service sign-up portal

• Is the sign-up portal embedded on your public website or hosted on the platform pages? Options: Embedded on public website, Hosted on platform pages, Both options
• What channels will you use to promote self-service signup (email, social, internal newsletter)? Options: Email campaign, Social media, Internal newsletter, On-site signage
• Describe required mobile accessibility or low-bandwidth optimizations for volunteer users.
• Choose registration workflows that should include shift recommendations based on reported availability and skills. Options: Recommend on signup, Recommend after profile completion, No recommendations
• Attach or describe approval steps before a volunteer can see and sign up for shifts.
• Estimate the maximum number of concurrent open sign-ups you expect during peak recruitment events. Options: Under 100, 100-500, 500-2,000, More than 2,000

Enable hour logging and auto timesheet export

• Describe whether volunteers log hours via mobile check-in, coordinator entry, or both. Options: Volunteer mobile check-in, Coordinator entry only, Both methods
• Outline the approval process for late or corrected hours and who approves them for audit trails.
• Select the export format required for timesheet exports for grant reporting. Options: Scheduled CSV (SFTP), Scheduled PDF, API push to reporting system, Manual download
• Declare the acceptable discrepancy tolerance between platform hours and legacy records for acceptance (e.g., <=5% discrepancy). Options: <=1%, <=2%, <=5%, Custom threshold
• Name the approval roles that should receive auto timesheet exports (finance, program manager, grants officer).
• When do you need weekly vs. monthly timesheet exports for your reporting cadence? Options: Weekly, Bi-weekly, Monthly, Custom schedule

Configure skills and qualifications inventory

• Decide which skill taxonomy to use to tag volunteers (standardized list or custom taxonomy per program). Options: Standardized taxonomy, Custom per program, Hybrid approach
• Explain how certifications with expiry (CPR, food handler) will be tracked and trigger renewal reminders. Options: Manual tracking, Auto-reminder before expiry, Third-party verification
• Outline the minimum required fields for skills inventory records and their validation rules.
• Where should skills inventory be surfaced in the coordinator UI (shift assignment panel, volunteer profile, search filters)? Options: Shift assignment panel, Volunteer profile, Search & filters, All of the above
• Would volunteers self-certify skills or require coordinator verification before assignment? Options: Self-certify, Coordinator verification required, Mixed by program
• Can bulk updates to qualifications be completed at go-live (for example, import 500 CPR cert dates)? Options: Yes — bulk upload, No — manual update required, Partial bulk updates

Integrate with donor and HR systems

• For integrations, do you need a one-way sync or bi-directional integration with the source CRM or HRIS for volunteer records? Options: One-way platform -> CRM/HRIS, One-way CRM/HRIS -> platform, Bi-directional sync, No integration required
• Estimate the number of unique integration endpoints (donor API, HRIS API, SFTP) that will be connected at launch. Options: 1, 2-3, 4-6, More than 6
• Clarify the data objects that must sync and their update frequency (volunteer profile, donation records, employment status).
• Share the technical contact for each integration endpoint and whether they permit API access or require an integration vendor.
• Does your donor or HR data require PII masking or HIPAA constraints that affect field mapping? Options: Yes — HIPAA-level controls, Yes — donor privacy (PII masking), No special constraints, Unsure, need assessment
• Define acceptable sync latency for volunteer status updates (near real-time, hourly, daily). Options: Near real-time (<1 min), Within 5-15 minutes, Hourly, Daily

Activate automated shift-fill notifications

• Pick notification channels to enable for shift-fill alerts (email, SMS, push notification). Options: Email, SMS, Push notification, Phone call (IVR)
• When should the platform attempt automated fills after a cancellation (immediately, within 1 hour, same day)? Options: Immediately, Within 1 hour, Same day, Custom delay
• Will notifications require two-way capabilities so volunteers can claim or decline shifts directly from the alert? Options: Yes — two-way claim, One-way notification only, Two-way for SMS only, Other
• Explain escalation rules when automated fills fail to reach coverage (for example notify backup coordinator, trigger paid staff request).
• Share who should receive daily summary reports of unmatched shifts. Options: Program coordinator, Volunteer director, Operations team, Custom list
• Attach sample opt-in language or describe consent requirements for SMS notifications to ensure compliance.

• Subscription Order Form
• Master Services Agreement (MSA)
• Statement of Work (SOW) — Pilot & Deployment
• Pilot Acceptance & Go/No-Go Criteria
• Implementation SOW Addendum — Data Migration & Integrations
• Service Level Agreement (SLA)
• Data Processing Agreement (DPA)
• HIPAA Business Associate Addendum (BAA) — conditional
• Change Order Agreement

• Go-live Health Check (weeks 1-4)
• First Measurement Review (weeks 4-10)
• Acceptance Gate Review (around day 90)
• Quarterly Success Review (ongoing)

• Schedule the highest-priority enhancement for the next configuration or deployment window.
• Restate acceptance criteria and numeric targets
• Produce a documented acceptance decision for the pilot against the targets recorded in Platform Experience & Pilot Plan and Solution Scope.
• If any criteria failed, agree a remediation plan with named owners and firm resolution dates.
• Confirm the incumbent system disposition and the archival or read-only schedule.
• Publish the acceptance decision record and distribute to stakeholders.
• If applicable, execute the agreed remediation tasks and report progress at the next operational review.
• Set the legacy system to read-only or complete archival and confirm contract/renewal actions as required.
• Adoption and accuracy trends
• Confirm adoption is sustained and validated volunteer hours accuracy remains within the tolerance set in Solution Scope.
• Clear the top operational blockers from the shared channel or confirm remediation timelines.
• Agree the prioritized list of enhancement requests for the next deployment window.
• Publish the quarterly success report with weekly active volunteers and validated hours accuracy rate trends.
• Resolve the top open ticket in the shared channel within 30 days and report completion.
• Re-confirm agreed success criteria and owners
• Confirm the deployment completed and all users have appropriate access.
• Named owners are assigned for all high-priority blockers with agreed target dates.
• A short go-live health summary is produced and distributed after the meeting.
• Publish the go-live health summary and open-issues list for async review.
• Run a targeted data-count reconciliation for volunteer imports and report discrepancies.
• Implement agreed temporary workarounds for any volunteer access problems.
• Present first-period results for named metrics
• Determine whether weekly active volunteers and validated hours accuracy are trending toward targets recorded in Platform Experience & Pilot Plan and Solution Scope.
• Document the top 3 root causes for any shortfalls and assign corrective actions with dates.
• Confirm the next measurement checkpoint and the data owner responsible for producing the acceptance packet.
• Run a focused data-quality audit on legacy imports and report error counts and fixes.
• Publish an updated volunteer communication and onboarding plan to increase weekly active volunteers.
• Adjust scheduling rules or skills-matching parameters to improve shift fill rate and track impact.
• Deployment and migration validation
• Operational issues and ticket burn-down
• Diagnose root causes for any metric gaps
• Present outcome data against each acceptance criterion
• Agree corrective actions and timelines
• Document pass/fail per criterion and capture acceptance decision
• Enhancement requests triage
• Early adoption signals and usage patterns
• Confirm timeline to the acceptance gate
• Blockers and open issues triage
• Agree remediation plan for any failed criteria
• Confirm next quarter goals and reporting cadence
• Incumbent system wind-down confirmation
• Agree immediate remediation actions