Find a Group FAQ

Introduction
  1. What is Find a Group?
  2. How does the Find a page work?
  3. Who do Find a Group requests go to?
  4. How email inquiries work
  5. How telephone inquiries work
  6. Find-a-Group Communications Coach(.PDF)

 

Introduction

This article will provide a step-by-step breakdown of how new prospective members can connect with local Groups. It will also provide some standard responses that are used by successful Groups.

 

What is Find a Group?

The Find a Group page is a resource on Scouts.ca through which a member of the public can connect with local Scout Groups.

 

How does the Find a Group page work?

To use the Find a Group page, a user will need to enter their postal code and the age category of the child they seek to register. They can also filter results by days.

 

 

Who do Find a Group requests go to?

Once a request has been submitted, an email is sent to the Group’s ‘Primary Contact’ and the Section’s ’Primary Contact’, if applicable.  The Primary Group Contact’s information needs to be populated on the Group Organization Profile in MyScouts (see example below); the same as with the Primary Section Contact under the Section’s Organization Profile. 

 

 

 

Please ensure that the Primary Contact information is current and up to date, and that the person(s) designated as the Primary Contact for the Group and Section is the best person for interested parties to connect with. Typically, a Section Contact Scouter is the Primary Contact for the Section while a Group Commissioner or Group Registrar is the Primary contact for the Group.

The Group Primary Contact does not need to be the Group Commissioner, but can any other designated Scouter  who can respond to inquiries, both at the Group and Section level, and can do so in a timely manner. Timing is of critical importance with Find a Group contacts as they are often ready to immediately register their child for Scouting.

The Group or Section Primary Contact can be set or changed using the ‘Edit Organization Details’ option on the left side of an Organization page (see example above).

If there is no Section Primary Contact identified in MyScouts.ca, only the Group Primary Contact will receive the email. If there is no Section or Group Primary Contact populated on Myscouts, than the email is sent to the following people in the following order:

  1. Group Registrar
  2. Group Commissioner
  3. Area Registrar
  4. Area Commissioner
  5. Area Support Manager

 

How Email Inquiries Work

 

  1. A family submits a ‘Find a Group’ request.
  2. The submission of the Find a Group request creates an email.
  3. The email is automatically sent to the primary contact (and secondary contact if applicable) of the Group the family selected (see above for more information on the primary Group contact).
  4. The Section and/or Group Primary Contact(s) responds to the inquiry by simply replying to the email they received. Once they reply, the family will receive the response.
  5. If the Group’s contact does not respond within 2 days, the ticket will be automatically reopened as a High Priority ticket to the attention of their Area Support Manager.
  6. The Area Support Manager will provide a response to the inquiry, checking for any applicable information from the Group’s profile on myscouts.ca.
  7. The Area Support Manager will continue to assist the prospective member until they have been successfully connected to a Group. 

 

How Telephone Inquiries Work:

  1. An individual submits a Find a Group request via a call to the Help Centre.
  2. The submission of the Find a Group request automatically creates a Help Centre ticket .
  3. The Help Centre Agent will forward the call to an ASM if a geographical location is provided, or the Help Centre agent will address the call.
  4. The ASM or Help Centre Agent provides a telephone response to the inquiry, confirming the nearest Group to their location (using the Find a Group feature), providing general Scouting information, any applicable information from the Group’s profile, and either;
    1. Completes the registration over the phone; or
    2. Provide the parent with the Section or Group contact’s email/telephone number
  5. The ASM will advise the parent that they will continue to assist until they have successfully connected with a contact from the Group. The onus is on the parent to contact the Help Centre again if they cannot contact the Group.

If you have any questions about this process, please don’t hesitate to contact us at the Help Centre. We would be happy to walk you through the process and make sure that we have the proper information for your Group.

Help Centre

Still need help? Please feel free to contact the Scouts Canada Help Centre:

Scouts Canada Help Centre

helpcentre@scouts.ca

1-888-855-3336

 

 

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