By the end of this article, you will be able to:
Locate training and support resources
Understand Agency Manager permissions
Manage volunteers, responses, and reporting
Q. Is training available for Agency Managers?
A. Yes. Live Zoom webinars are available every Monday from 2–3 PM EST (excluding holidays). These sessions cover Agency Manager basics and setup tips. You can submit questions through the chat during the training.
Register for an upcoming webinar at Get Connected: Central Agency Trainings.
Q. I'm a new Agency Manager, but don't know the password. What should I do?
A. Create an account using your Agency email if you don’t already have one. If you’re taking over an existing email account, use the Forgot Password option on the sign-in page. Then contact your Site Manager to be added as an Agency Manager.
Before you dive into Agency management, we also recommend attending training.
Q. Do I need a separate account to manage an Agency?
A. No. You can manage your Agency and volunteer using the same account. Contact your Site Manager if you need role updates.
Q. My Agency status is Pending. How do I activate it?
A. Your Site Manager must review and approve your Agency. Contact them to check on the status.
Q. What’s the difference between a primary and secondary Agency Manager?
A. Both roles have the same permissions except:
The Primary Agency Manager can add or remove Agency Managers.
The Primary Manager can assign a new Primary Manager.
Q. How many Agency Managers can an Agency have?
A. Up to 12. All Agency Managers receive notifications when volunteers respond to Needs or Events.
Q. We have a new coordinator. How can I add them as an Agency Manager?
A. The user must have an account first.
Go to My Agency > Edit.
Under Agency Managers, search for their name.
Select the user and click Update Agency Info.
The new Agency Manager can now log in and click the My Agency button to access the Agency management area for your Agency.
Alternatively, if the new coordinator does not have an Agency Manager role yet, contact your Site Manager to link their account with the desired permissions.
Q. Are there permission levels for Agency Managers?
For example, can one Agency Manager edit a profile, but one is in charge of managing needs?
A. No. All Agency Managers have the same capabilities except for adding or assigning managers (Primary only).
Q. What is the difference between an Agency Manager and a Site Manager?
A.
Site Managers manage the entire site.
Agency Managers manage only their Agency’s profile, Needs, Events, and hours.
Q. What reports are available to Agency Managers?
A. You can export:
Needs
Need responses
Approved volunteer hours
Events
Event RSVPs
Q. How do I add a Need response on behalf of a volunteer?
A. Go to My Agency > Needs and use the Manually Add a Need Response form. The volunteer must have an account.
Q. How do I add hours for a volunteer with an account?
A. Go to My Agency > Time Tracking. Select the Need and volunteer, complete the Hour Details, and click Submit Hour Entry.
Q. How do I add hours for someone without an account?
A. If enabled on your site, select Anonymous User from the Volunteer dropdown when submitting hours in Time Tracking.
Q. Can I add a Need response for someone without an account?
A. No. However, you can log anonymous hours if that feature is enabled.
Q. Can Agencies create Initiatives?
A. No. Only Site Managers can create Initiatives. Contact your Site Manager for assistance.
Q. What's the difference between causes and interests?
A.
Causes apply to Agencies.
Interests apply to Needs.
These fields help match volunteers with relevant Agencies and Needs.
Q. Should I post something as a Need or an event?
A.
Post a Need to recruit volunteers.
Post an Event to invite attendees without a volunteer commitment.
Q. Can I customize automated notifications for my Agency?
A. No. Notifications are site-wide. Initiative-based messaging may be customized with Site Manager support.
Q. How do I message volunteers?
A. Go to My Agency > Needs > Responses. Select volunteers and click Message Responders.
Emails sent from this tool use the site’s no-reply address. Volunteers cannot reply directly.
Q. Can I see who has fanned my Agency?
A. No. Contact your Site Manager for this information.
Q. Do grant-funded Agencies need unique user accounts?
A. Yes. Each representative should have their own account to support role assignments and communication.