Help Center / Agency Staff
🏢 Agency Staff Guides
Step-by-step how-to articles for agency staff workflows — create and manage events, handle registrations, operate QR codes, and validate, approve, or reject student hours.
Event Administration
Requires agency staff access
Operate Agency Event Management
Create and maintain agency-owned volunteer events with the correct capacity, visibility, and scheduling configuration.
Prerequisites
- Signed in as agency staff
- Linked to the correct agency tenant
Steps
1
Open your events list and click Create Event, or select an existing event and click Edit Event to update it.
2
Enter the required Event Name and Event Date, plus optional details like start/end time, location, event type, visibility, and max participants.
3
Enable a waitlist, set registration open/close windows, or mark the event as recurring with a recurrence pattern if needed.
5
Confirm the event appears in your events list with the correct settings. Use the separate Manage button (not Edit Event) to run check-in and attendance for the event.
Common Issues
Cannot save event
Event Name and Event Date are required. All other fields are optional.
Event not visible to students
Check the visibility setting. A non-public visibility restricts discovery on the public events page.
"Edit Event" and "Manage" seem to do the same thing
They don't — Edit Event updates event fields, while Manage opens the live event dashboard for check-in and attendance.
Attendance Management
Requires event ownership in your agency
Manage Registrations and Attendance
Run registration and attendance operations for agency events — review attendee lists, process check-ins, and confirm attendance records.
Prerequisites
- Event exists and is owned by your agency
Steps
1
Open the event detail page and click Manage to open the Event Manager Dashboard — a separate button from Edit Event.
2
Review the live metrics: Total, Registered, Checked In, Checked Out, Waitlisted, and No-Show counts.
3
Scan a student's registration QR code in the Scan Check-In panel, or use Search Attendees to find someone by name, email, phone, or student ID and check them in/out or mark them a no-show.
4
For attendees without a prior registration, use Walk-Up Registration — enter their email (required) plus optional contact details, confirm consent, and optionally check them in immediately.
5
For corrections, use Manual Adjust: enter the registration ID, choose the target status, and provide a reason (required).
Common Issues
Registrant not listed
The registration may have been cancelled. Search with the "All" status filter to find cancelled entries.
Scan action fails
Confirm the QR code is from a valid, active registration for this specific event.
"Offline detected" warning appears
Actions may fail until connectivity is restored. Retry once you're back online.
Manual Adjust button unavailable
A reason is required for audit purposes before the adjustment can be submitted.
Compliance Configuration
Currently requires an SDO staff account to complete
Configure Event Eligibility and Consent
Define who can register for an event and what consent or waiver text registrants must accept, both configured from the event detail page.
Prerequisites
- Event exists and is owned by your agency
- An SDO (school district office) staff contact available to complete the configuration, since this workflow currently requires SDO staff access
Steps
1
Open the event detail page and click Manage Eligibility Rules or Manage Consent / Waiver.
2
Add an eligibility rule by choosing a Rule Type (Age, Grade, School Domain, Organization Domain, Training, or Manual Review), an operator, and a value, then save it.
3
Create a new consent version with a version label and any required parent/guardian or SMS consent checkboxes. Submitting it activates the version and automatically deactivates the prior one.
4
Remove outdated rules or older consent versions from the list to avoid conflicts.
5
If you see a "Forbidden" error opening either page, this currently requires an SDO staff account — ask your SDO staff contact to complete the configuration, or contact support.
Common Issues
Buttons are visible but clicking them returns "Forbidden"
Eligibility and consent pages currently require an SDO staff account, even though the buttons appear for agency staff. Ask an SDO staff member to complete the setup, or contact support.
Rule not applied to existing registrations
Eligibility rules apply at registration time only. Existing registrations are not retroactively affected.
Consent version conflict
Only one version can be active at a time. Ensure the intended version is active and deactivate older ones.
QR Operations
Requires event in your agency scope
Generate and Operate Event QR Codes
Create and manage event QR codes for check-in and hours capture. Choose between org-presented and student-presented QR types.
Prerequisites
- Event exists within your agency scope
Steps
1
Open QR Code Management and click Generate QR Code, then select the event.
2
Choose the QR type: Student Presented (a volunteer generates and shows their own code; valid 15 minutes, one-time use) or Organization Presented (you display the code for scanning; valid 1 hour, multi-use, and the default).
3
Set Default Hours (0.1–24), and leave Auto Approve Hours checked to skip manual validation, or uncheck it to send scans to the validation queue instead.
4
Generate the code, confirm its status is Active, then click Display to show it at the event check-in location.
5
Review scan activity anytime from the code's Logs link, and deactivate the code once the event ends.
Common Issues
Reported hours look wrong
Hours are calculated from the actual elapsed time between a volunteer's check-in and check-out scans, not the Default Hours value. A "wrong hours" report is usually a delayed or missed check-out scan.
Code expired
Student Presented codes expire after 15 minutes and Organization Presented codes after 1 hour. Generate a new code for the event.
Students report the code isn't working
Confirm the code still shows as Active in QR Code Management. If it's expired, generate a new one.
Code still scannable after deactivation
Report the QR code, event name, and timestamps to support right away.
Hours Validation
Requires pending entries in agency validation queue
Validate Student Hours
Review student-submitted manual volunteer hour entries for your agency's events. QR-based entries are auto-validated and never appear here — only manual entries need your review.
Prerequisites
- Manual (non-QR) hour entries submitted by students for your agency's events are pending
Steps
1
Open the Student Hours Validation page from your staff dashboard.
2
Review the summary stats: Pending Validation, Hours Pending, Validated Today, and Your Agency.
3
For each row, check the student, event, hours, and work date. Entries older than 14 days are highlighted so you can prioritize them.
4
Use Contact to email the supervisor if verification is needed, then click Validate, add optional comments, and confirm.
5
Confirm the entry moves to Recent Validations at the bottom of the page.
Common Issues
Validation action fails
Refresh the page and retry. If the error persists, note the entry ID and share it with support.
"Details" link doesn't open
This link isn't available yet. Use the Student, Event, and Hours columns in the table for your review instead.
Entry looks outside your agency scope
Each agency only sees entries for its own events. Report any suspicious entry to support with its entry ID.
Queue looks out of date
The page automatically refreshes every 5 minutes. Refresh manually if you need the latest data sooner.
Agency-Assisted Entry
Student must be locatable by email
Enter Hours for Students
Get a volunteer hours entry into a student's ledger when they can't log it themselves — for example, when a student was present but couldn't submit their own hours.
Prerequisites
- Student has an active account locatable by email
- You have the correct event and date reference
Steps
1
First, ask the student to log their own hours from their volunteer log page — this is the fastest path and doesn't require any extra steps from you.
2
If the student truly can't self-log, contact support with the student's email, event, date, and hours worked so the entry can be created on their behalf.
3
Once the entry exists, it appears in your Student Hours Validation queue in Pending status.
4
Review the entry there and validate it like any other manual submission.
5
If the hours or date are wrong and the entry is still pending, the student can edit it themselves before it's validated.
Common Issues
Student not found
Verify the email spelling matches the student's registered account exactly.
Duplicate entry
An entry for the same event and date may already exist. Check the student's ledger before requesting another.
No entry-on-behalf-of form in the dashboard
There is currently no dedicated form for staff to enter hours directly. Use the self-log-and-validate path above, or contact support for direct assistance.
Approval Queue
Requires pending entries in your agency's approval queue
Approve and Reject Volunteer Hours
A second queue for acting on pending volunteer hours — approve, reject, or bulk-approve entries, and review the full approval history. It works on the same underlying entries as Validate Student Hours, but adds reject and bulk-approve actions.
Prerequisites
- Signed in as agency staff
- Pending hour entries exist for your agency's events
Steps
1
Open the Approve Volunteer Hours page from your staff dashboard.
2
Review the Awaiting Approval count and total Hours Pending at the top.
3
For each entry in the Pending Hours table, click Approve to mark it agency-validated, or Reject and provide an optional reason.
4
Click History to open the Approval History page, then filter by date range and status to review past decisions.
5
Confirm approved and rejected entries appear correctly in the history view.
Common Issues
"Approve All" does nothing
Bulk approval is temporarily unavailable. Approve entries one at a time until it's restored.
Reject fails for an entry
This can happen for older entries created before a recent system migration. Report the entry's ID to support if it persists.
Same entry appears in two queues
Validate Student Hours and Approve Volunteer Hours share the same pending pool — acting on an entry in one removes it from both.