In addition to the "Credential Dashboard", a "Credential Conflicts" page is available which will give the administrator a high level view on all assignments across all projects in which there is a credential conflict. Credential conflicts occur when a volunteer has yet to attain the credentials required for their upcoming assignment. This will include any credentials not in Approved or Exempt status. For more information on credential statuses click here.
Here an administrator can view across all projects at one time and make sure to either follow up or instruct an organizer to follow up on those conflicts prior to the need beginning.
To access the "Credential Conflicts" list, log into VolunteerMatters with administrator access, click on "Credentials" in the left-hand side navigation. Then click on the "Credential Conflicts" button () on the top of the screen.
This will open a tabular list of all credential conflicts for active and upcoming assignments. It includes the following fields:
- Need Start
- Credential Name
You can narrow the results by keyword (credential, credential status, etc.) via the search box. For example, I could enter a volunteer's name to narrow the results to an individual or enter a need name to narrow the results to only those who are assigned to a specific type of job.
You can also click through to assignee's contact record or directly to the project need assignment page.
Just above the table you can choose export the results into different file formats. This will be limited to the results displayed on-screen (considers keyword filters). These exports also include additional contact information for each assignee (email/phone).
The various credential statuses (and the missing designation) that will cause an assignee to be included in the credential conflict lists are:
From here an administrator can monitor credentials in need of completion prior to an assignment starting. This can include situations where the administrator or organizer need to follow up directly with the volunteer for action and those credential applications that require review. Those requiring administrator review the administrator may analyze the submitted or returned documentation and change the credential status from Review to it's final status. Click here for instructions on how to update a credential.
Here are typical reasons for a credential to be in one of the non-approved statuses and the administrator actions on each:
- Missing - The credential is not on the volunteer's contact record. The volunteer should be instructed to login to the system and sign the credential and complete any action needed.
- Incomplete - The credential is either an integrated credential where a volunteer has not completed the required action at the 3rd party provider or a credential where the administrator has manually set back to incomplete for the volunteer to complete an action. The volunteer should be instructed to login to the system and complete the action required at the 3rd party provider or sign the credential and upload any missing files needed for the credential (i.e.: CPR Certificate).
- Submitted - A credential in this status is either an integrated credential where a volunteer has submitted information and VolunteerMatters is waiting on the 3rd party provider for an update or a native credential where some type of action must be taken by the administrator. This is an in-progress credential status. If this is an native credential (non-integrated), the administrator should review the credential details and proceed accordingly. If more information or action is needed from the volunteer they should follow up directly with the volunteer. If no more actions is necessary the administrator can change the status as needed.
- Review - A credential in this status is either an integrated credential where a volunteer has submitted information and the 3rd party provider has updated the credential for administrative review or a native credential where some type of action must be taken by the administrator. This is also an in-progress credential status. With an integrated background check credential this is typically a case where an administrator is directed to a 3rd party provider to review information and make an adjudication decision whether the volunteer is approved/eligible or denied/ineligible. Once that is made VolunteerMatters will be typically automatically updated or in rare cases require an administrator to refresh the credential to it's new status. If this is an native credential (non-integrated), the administrator should review the credential details and proceed accordingly. If more information or action is needed from the volunteer they should follow up directly with the volunteer and/or potentially set the credential to "Incomplete" status. The volunteer will be prompted to restart the credential upon login. If no more actions is necessary the administrator can change the status as needed.
- Expired - A credential in this status can be set automatically by rule (e.g., background check expires 12 months after issue date) or by an administrator. The system sees this similarly to if the volunteer never had it at all ("Missing"). The volunteer should be instructed to login to the system and sign the credential and complete any action needed.
- Denied - The credential has been denied either by an administrator (either manually or via a background check adjudication at a 3rd party provider) or directly via a 3rd party Learning Management System. Administrators or Organizers should follow up with the volunteer with an explanation and remove the assignment. There may be cases where an organization allows the volunteer to retake an training/course on a learning credential. For this they need to edit the credential and change it to Canceled/Expired (depending on whether it is integrated or not).
- Canceled - This status means the credential has previously been added to the volunteer's record and it is no longer considered "active". It is not approved, it is not denied, it is just canceled. This can be configured by an administrator if you wish to have a volunteer restart the process with a credential. The volunteer should be instructed to login to the system and sign the credential and complete any action needed.
Send Email from Credential Conflicts List
From the Cross Project Credential Conflict list an administrator can contact the list of volunteers via email to inform the volunteer on what is still needed of them. For example if you have a list of volunteers who still have not submitted their necessary files or completed a training you can filter by the credential, then status, and then click the Email button.
From there you can customize the subject and messaging. If desired we can update the email template to suit your desired needs. Just contact support to request. If a volunteer appears more than once in the list they will only be sent a single email with their different credentials included in the email.
**The Credential Conflict email utility is limited to 500 volunteers per email. You may need to filter the list or use the search box to limit the results.**
If you would like to understand how a project organizer can monitor credential conflicts at the project level, click here.