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Support FAQ
A: 1-800-Volunteer.org provides useful online tools for disaster management including the ability to quickly post opportunities, rapid volunteer sign-up, emergency response banners that appear on your website and disaster response reporting. Click on the link to review the Emergency Response User Guide . Q: What features are available in the Advanced Search?A: The Advanced Search allows you to find opportunities using a variety of criteria including: ¿ Specific location by city, state, zip code and distance ¿ Specific dates and times ¿ Organization, issue area, population, and skill ¿ Age appropriateness, accessibility, and specific programs like RSVP. Search Tips To search for volunteer opportunities and non-profit organizations: ¿ Type in one or more keywords that best describe what you are looking for. ¿ Enter a City and State, or enter a Zip Code. ¿ Click the "Search" button. Search results Choosing keywords ¿ Too many results? Try using more specific keywords or simply more keywords. ¿ Too few results? Try using more general keywords or fewer keywords. All keywords are matched Exact phrases using quotes Capitalization Spaces, punctuation, and common words ignored Singular and plural Boolean searches OR: finds results that match either keyword. Keywords family OR children searches for occurrences of any of the keywords: family or children . AND: finds results that match both keywords. Keywords family AND children searches for occurrences of both of the keywords: family and children . NOT: excludes results that contain the keyword following the NOT. Keywords family NOT children searches for occurrences of family where children is not present. _uacct = "UA-1059078-1"; urchinTracker(); A: Volunteer Skills Match enables you to add skills that you need for an opportunity and search for volunteers who have those same skills and who are available during dates and times needed. Click on the link to review the Volunteer Skills Match User Guide . A: Yes, you can create reports from any of the data that is captured in the system, export it to PDF and / Excel and then customize it. Click on this link to view the User Guide . Q: What is a Feature Request and what is the Feature Request process? Also, how can I find out which new features will be added to the system?A: If you have an idea for new functionality, please submit it to Customer Support by: ¿ Clicking on Support when logged into 1-800-Volunteer.org (top right corner of the screen): ¿ Then click on the last link at the bottom titled ¿Get Technical Support' which will open an e-mail form ¿ Type the new feature request ¿ Send the e-mail when you are done. The product management team will be sending new quarterly newsletters detailing the latest feature enhancements and benefits for the Volunteer Center. Additionally, the operational details of the product enhancements can be found when you login to 1-800-Volunteer.org in the product release notes on your dashboard. Click on this link to submit a feature request (you will need to log into the system before clicking on the link). Q: How do I Create / Manage my 1-800-Volunteer.org Website?A: Click on this link to view the Website Management User Guide. You can also contact your account manager for assistance. You can also take the online course, click here to view the online Class Schedule . A: Click on this link to view biographies of the staff members and click below each name to send them e-mail or review the list below for telephone numbers and e-mail addresses and information on who to contact for various types of questions. Jonathan Gibbs Pamela Chudzik Lisa Curtis Ayra Suh Terrianne Small Kelly Valente Richard Lewis Rodney White Katherine Watier Lucas Rix Dana Theus All Customer Support Issues Should First Be Sent To: The Contact Support link on the left side navigation under Support (top right hand corner of the screen). I need training for my VC staff - Richard I need training for my organizations ¿ Richard I need training materials/manuals ¿ Richard I'm having a problem with my website - Lisa Is this supposed to function this way? - Lisa I would like to have something changed - Lisa I would like to see this new feature - Lisa I need data migration ¿ Kelly, Terrianne I'm having problems with my data migration ¿ Kelly, Terrianne I'm getting really frustrated ¿ Kelly, Terrianne, Pam No one is responding ¿ Pam, Jonathan I need media guides or marketing help - Katherine I need promotional assistance - Katherine I need marketing materials - Katherine Why is 1800 doing¿.? - Jonathan I have an issue with billing or invoices ¿ Rodney A: Read the zip code user guide by clicking on this link . Q: How can I update my membership with the Points of Light Foundation?A: Contact Gina Park at membership@pointsoflight.org . Q: What kind of training is offered or required? Also, can 1-800-Volunteer.org help me train my organizations?A: Yes, 1-800-Volunteer.org provides Application Overview for Agencies training for agencies as well as training to Volunteer Centers that would like to facilitate organization training themselves. Click on this link to view the online Class Schedule. There is a variety of application training and marketing training available to all 1-800-Volunteer.org customers including the required System Overview training as well as more advanced topics like RSVP and Reporting, Volunteer Skills Matching and Emergency Response . You can view the 1-800-Volunteer.org application training class calendar by clicking on the link below:
The only course that is required prior to using the 1-800-Volunteer.org application is titled System Overview ¿ New Users . Check the Class Schedule at the link above for the most convenient date and time then send an e-mail to 1800training@pointsoflight.org . How do I sign up for the Search Engine Optimization & Marketing Classes?You can register for the training that works best for your schedule here:
Simply find the class that works for your schedule, and select "Register". Once you have registered, your username, password and call in information for the session will be automatically emailed to you. Q: How do I approve / validate an organization?A: Click on the link below to read the article titled ¿Screening Criteria for Organization Accounts¿. https://www.1-800-volunteer.org/ma/Resources/Organization_Screening_Criteria.doc Q: Can youth who are 13 years old or younger use 1-800-Volunteer.org and what should I tell them?A: Youth 13 and under are encouraged to volunteer actively in their community and many organizations welcome their participation. Youth are encouraged to work with their parent or guardian to volunteer as a group using 1-800-Volunteer.org to find opportunities that match your interests and abilities. You can either contact the organization directly (information is included with most opportunities and you can use it to contact the organization) or your family can sign up as a group to volunteer. As a group, you can then track your volunteer service hours and volunteer commitments. Please have your parent or guardian create the group account with their own email address. For liability reasons, we do not allow youth 13 and under to have their own accounts on the system and use their own email addresses, because we do not have the proper database checks in place to ensure that everyone who contacts a child under 13 because of an email address in our system is not listed in the national pedophile database. Q: How can I sign up for a marketing consulting session that that coincides with my web site launch?A: Please contact Katherine Watier kwatier@pointsoflight.org , our Director of Marketing & Sales directly, and she will schedule a one- on-one session with you. Please be prepared to talk about the business plan and/or existing strategic communications plan for your Center. Q: How do I Confirm or Decline a Volunteer?A: See page 67-68 of the Volunteer Center Training Manual Note: This option is not available for long-term or extended opportunities. Q: What do I do if I forgot my password or cannot log in?A: VC's : Should try and replicate the login problem by requesting a ¿ User Name or ¿ Password ¿ Phone Number or Email Address If the VC can't login to the account then the problem exists on the requestor's side. The VC can then contact the 1-800 Support to request assistance by providing us with the information above. Forgot my password: ¿ Login to the 1-800-volunteer.org website ¿ Go to the section entitled Users ¿ Click on the I forgot my password link ¿ Enter the email address for the person who has forgotten their password information. ¿ Select the Submit button An email along with the password information will be sent to the e-mail address that was provided. A: Please submit the following information to the Contact Customer Support: ¿ The Full Name of the Volunteer ¿ User Name ¿ Name of the Volunteer Center's website where you created your account. ¿ Volunteers email address Note : New functionality instructions will be provided in late March. Q: How can I Access a List of New Referrals?A: The Referrals section allows you to view any Volunteers that have expressed interest or been referred to an Opportunity. This sections allows you to view any referrals that have come in the recently or in the past 6 months. To view these select "Show any Volunteers who completed a signup form during this time period." You can also find Volunteers who are available in the timeframe you need by selecting "Look for Volunteers who are available in a specific timeframe." 1. Login to the 1-800-website 2. Select the Referrals Tab in the left navigation menu. 3. Go to the Narrow List Search option # 2 Narrow List 4. Select the date range view to sort by weeks or months. Or you can sort a Referral Search according to Opportunity Title or Organization Name 5. Then select the find button to get number of referrals results. Q: How can I add Volunteer Service Hours?A: Click on this link to view the Volunteer Center Manual . ¿ Assigning Volunteer Service Hours to an Individual Signup Sheet ¿ page 71 ¿ Assign Volunteer Service Hours for a Long Term Opportunity ¿ page 78 ¿ Managing Group Service Hours ¿ page 78 Q: How do I access and print the report that shows the number of hits that I have received on my 1-800-Volunteer.org website?A: Any Volunteer Center Administrator can login to the 1-800-Website to access and the overall number of visits to your Web site. The General Statistics table provides an overview of the activity for your Website during a specified time frame. ¿ Login to 1-800 website ¿ Select the Reporting Tab located in left navigation menu ¿ Under System Reports page scroll down to the end of page to the Web Trends section. ¿ Select the link under the month you would like to review. Q: How can I change my Volunteer Center's Point of Contact Information or Address?A: All volunteer center contact changes should be submitted through the Contact Support link on the 1-800-Volunteer.org website and to the Points of Light Membership Department ( gparks@pointsoflight.org and should include. ¿ Name of the Requesting Volunteer Center ¿ Please include the reason for the change and what new information should be updated on the website. ¿ Include a telephone so that we can verify the request. Q: How can I turn off the Volunteer Alert E-mails?A: VC Administrators can deactivate a Volunteer Alerts on behalf of a volunteer or volunteers can deactivate their own email alert. VC's should request the Volunteers username and password to process this request.
1. A Volunteer should login into their Volunteer Account. From the left navigation menu select ¿My Volunteer Alerts¿. 2. Locate the Volunteer Alert Title that they want to disable from receiving daily/weekly emails. Select the X delete icon to stop volunteer alert emails. NOTE: Volunteers can also change the frequency of receiving emails from daily to weekly by selecting edit icon A: You can report an Issue or Ask 1-800 a Question about the website The Volunteer Center questions and issues should be reported and tracked through the 1-800-Volunteer.org site. The customer support form will log the issue in a queue and the customer operations team will work them and then provide you with a response. See sample of Form listed in VC Manual on Page 15 ¿ Help Section However, If you do not get your issue or question answered or need an immediate response: Send a email to: 1800support@1800volunteer.org or Call the Customer Support Team on (202)729-8266 or 8019 The method to report a bug or just get clarification on a question is to: ¿ Click on Support in the upper Right hand corner of the 1-800-Volunteer.org site Help Section ¿ Contact Support link ¿ Complete the Form identify the following: ¿ Name of Your Volunteer Center or Organization ¿ Contact Persons Name, email address, and telephone number ¿ Subject - The Area on the website that your question is pertaining to. ( Example: Reporting, Calendar, Organizations, Opportunities, Volunteers, or Events) ¿ Include a brief /detailed description of your question or concern. Include a scenario of what you where trying to do and what happen. If your questions is related to an Opportunity, Event, or Volunteer please include that information in your description along with a name or ID # as a reference. ¿ Then select the Submit button. You will receive an email confirmation that your submission was received along with an assigned case number to track your issue. A Customer Service Representative will contact you within a 24-48 hours time period with a response. Q: How come my opportunities, events, activities do not appear on the calendar?A: If your Opportunities, Events or Activities aren't appearing on your Calendar check the following areas: ¿ Opportunities Tab ¿ edit the Opportunity - # 3 Tab (Dates and Times) Under Schedules and Signup Sheets section be sure box is checked. Show in Volunteer Center Calendar ¿ Go to the Website Tab and click on the Settings Tab Scroll down to the Calendar Default section and Select the default data type for each calendar by using the sort filter. Then select the Submit button. NOTE: Be sure to refresh the browser if you have changed any calendar settings on your web site. |
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