Administrative Resource

Manual
www.mybudgetcoach.org

powered by

BUDGETTable
COACHING
PROGRAM
OVERVIEW
ofDescriptive
Contents
MyBudgetCoach
Header

Member & Coach Status Definitions..............4

For Members: 4
For Coaches:
4
Coach Intake Process..............5
For Volunteer Coaches 5
For Staff Coaches 5
Member Intake Process..............6
Intake Tracker..............7
Member Documents for Intake..............8
MyBudgetCoach Member Consent Form 8
How to Add a New Coach..............9
How to Add a New Member..............11
Member Cohort Selection..............13
How to Match Coaches and Members..............14
Coach Welcome Email Templates..............15
ONLINE ONLY GROUP 15
IN-PERSON GROUP
16
Member Welcome Email Templates..............17
ONLINE ONLY GROUP 17
IN-PERSON GROUP
18
How to Pull a Credit Score..............19
Print Credit Report
24
How to Transmit a Credit Report..............25
Sample of Edited Credit Report
27
Troubleshooting the Credit Pull Process..............28
Exit Interview Credit Pull Process..............30
Coach Member Launch Tracker..............31

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

Table of Contents

Session 1 to 4 Tracker..............32
Session 1 to 4 Process Guide..............33
Member Dropout Procedures..............35
Dropout Database Spreadsheet 35
Member Dropout Categories
35
Exit Interview Process..............37
Graduation Certificate..............38
Relationship Manager Daily Checklist..............39
Technical Assistance..............40

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

BUDGET COACHING
PROGRAMDefinitions
OVERVIEW
MyBudgetCoach
Member
& Coach Descriptive
Status
Header
For Members:
1. Available: this is default status after member has been entered into the system. Only Available members are
able to be matched.
2. Matched: pairing with coach automatically changes status to Matched.
3. Graduate: completion of Session 12 or Exit Interview will trigger status change to Graduate.
4. Inactive: no auto trigger. Administrator can manually change status to inactive. Inactive members are not
able to be matched or log on to system. If an inactive member tries to log on, they should receive message to
contact staff.
For Coaches:
1. Probationary: Default for all new coaches. Coach has signed up for program but has not completed training.
2. Available: Administrator will manually set status to Available after training has been completed and coach is
certified by staff. If they are working with other member but still want to be matched, admin will manually set
status to Available. ONLY AVAILABLE COACHES CAN BE PAIRED.
3. Matched: pairing with member automatically changes status to Matched.
4. Inactive: No auto trigger. Administrator can manually change status to inactive. Inactive coaches are not able
to be matched and cannot log on to system. If an inactive coach tries to log on, they should receive message to
contact program staff.

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

BUDGETCoach
COACHING
PROGRAM
OVERVIEW
MyBudgetCoach
Intake
Descriptive
Process
Header
For Volunteer Coaches
1. Coach is directed to or finds on his/her own the Become a coach page on MyBC.
2. Coach fills out agencys standard volunteer application (vol. info sheet) which is sent to Volunteer Manager
(VM), who shares it with the MyBC Relationship Manager (RM).
3. VM or RM approves (or denies) coach application.
4. If approved, VM/RM contacts coach prospect to sign her/him up for in-person training.
5. Coach prospect attends in-person training session and signs volunteer agreement form.
6. Coach successfully completes training OR coach does not complete training .
7. If coach completes training, RM creates coach in the MyBC system (coach status is probabtionary unless
coach has already completed coach training session).
8. Coach status in MyBC system is manually changed to Available by RM/VM.
9. Coach is matched with a member and sent Welcome Email.

For Staff Coaches

1. Staff coach successfully completes MyBC coach training.
2. Staff coach is created in the MyBC system by RM (it is understood that the RM and Coach may be the same
person at some Service Delivery Sites (SDS).
3. Coach status in the MyBC system is manually changed to Available.
4. Coach is matched with 1st member and sent Welcome Email.
5. If coach will be working with more than one member, please use the following process:

a. After matching coach with first member, manually change the coachs status back to Available.

b. Match coach with new (second, third, etc) member in system (this will automatically set status to
Matched).

c. Repeat for all additional members this coach will be working with.

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

BUDGET
COACHING
PROGRAM
OVERVIEW
MyBudgetCoach
Member
Intake
Descriptive
Process
Header
1. Member Inquiry is received
2. Contact member within one business day
3. Schedule intake session
4. Create Paper File (with all necessary forms)
5. Member Intake Session

a. Add new member in MyBC system.

b. Go through MyBC intake process on MyBudgetCoach.org/management.

i. Pull credit report using AnnualCreditReport.org or Quizzle.com.

c. File copy of credit report & Credit Karma (client gets own copies).

d. Member signs the consent form.

e. Give member pocket tracker copies.

6. Match Member with a Coach

a. Match coach/member pairing in MyBC.

b. Coaches may be matched with member 2 ways:

i. Coach given match info at tech training. Member is emailed match information the day after
training session. Confirm receipt.
ii. Coach/member sent match information via email (w/ phone confirmation) after tech training
if no members are available when tech training occurs.

c. Phone confirmation needs to be made no more than 2 business days after match email sent.

7. Facilitate/Confirm Session 1 meeting

a. Contact coach and member to confirm Session 1 date TWO weeks after match made.

i. Send email (BCC) to all coaches & members requesting first session date.

b. If match not made, offer suggestions for location and time to facilitate meeting.

c. Contact coach and member weekly to facilitate meeting date.

d. If match is still not made after 4 weeks, evaluate for dropout possibility. (see Dropout Criteria
& Database).

e. Session 1 occurs or member drops out.

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

Intake Tracker
As an agency manager you will want to manage staffs progress for recruiting and onboarding new Members.
Use this spreadsheet to track member intake milestones from first program inquiry all the way through matching of member with a coach and confirmation of first MyBC session date.

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

BUDGET
COACHING
PROGRAM
MyBudgetCoach
Member
Documents
Descriptive
forOVERVIEW
Intake
Header
The following consent form will need to be signed by the member during the intake process:

MyBudgetCoach Member Consent Form

Consent for {insert agency name}

to Send Data to Third Party Evaluator

I understand that data about me in connection with my participation in the MyBudgetCoach

Program may be shared with the Center for Financial Security at the University of Wisconsin
Madison, an independent third party evaluator, to assist in its evaluation of the MyBudgetCoach
program.

This data may include, but is not limited to, items such as my credit score, credit card and other
loan balances, bank account balances, demographic information, information about whether I
am employed, and my future purchase or employment plans.

I understand that this shared data will be anonymous and will not be connected in any way with
my name, date of birth of social security number, and will not contain any specific employer
names, account names or account numbers.

Client Name:_______________________
Client Signature:_____________________
Date:______________________________

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

BUDGET
COACHING
PROGRAM
OVERVIEW
MyBudgetCoach
How
to AddDescriptive
a New Coach
Header
Creating a Coach
Step 1: After logging in to the MyBC.org management system (MyBudgetCoach.org/management),
select Coaches from the Management Toolbar.

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

BUDGET
COACHING
PROGRAM
OVERVIEW
MyBudgetCoach
How
to AddDescriptive
a New Coach
Header
Step 2: Select Add New Coach

Step 3: A pop-up box will appear and you will enter all the coaches personal information into the open
fields. Please be sure to assign the coach to the proper location. Please note that all new coaches default to
Probationary status which you will manually change after they have completed training. Select Submit to
complete this process.

Probationary
Available

10

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

BUDGET
PROGRAM
OVERVIEW
MyBudgetCoach
HowCOACHING
to Add Descriptive
a
New Member
Header
Creating a Member
Step 1: After logging in to the MyBC.org management system (MyBudgetCoach.org/management), select
Members from the Management Toolbar.

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

11

BUDGET
PROGRAM
OVERVIEW
MyBudgetCoach
HowCOACHING
to Add Descriptive
a
New Member
Header
Step 2: Select Add New Member

Step 3: The system will guide you through the New Member Intake Process (you will click the Next button
until reaching the end of the process). This process includes a technology assessment, several screens of data
collection, and credit score collection. Please enter as much data as you can. Upon entry, members status
defaults to Available and can be immediately matched with an Available coach.

Available

12

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

BUDGET
COACHING
PROGRAM
OVERVIEW
MyBudgetCoach
Member
Cohort
Descriptive
Selection
Header
Step 1: While entering in the initial Member information during the intake session, you will notice a Cohort
Assignment dropdown menu. If the Member is part of the CFSI Evaluation in Ohio, Maryland or Pennsylvania,
please select the appropriate cohort.
Step 2: At the bottom of the page is a check box entitled Add this Member to CFSI Budget Coaching Study
Group. Be sure to check this box before submitting the Members data in order to add her to the Study Group.

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

13

BUDGET
COACHING
PROGRAM
How
MyBudgetCoach
to Match
Coaches
Descriptive
andOVERVIEW
Members
Header
Matching Coaches and Member pairs
Step 1: After creating a member in the system, select Member Assignment from the Management Toolbar.

Step 2: Choose a coach for the member at random from the drop down box, then click the Submit button.

14

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

BUDGET
PROGRAM
OVERVIEW
MyBudgetCoach
CoachCOACHING
WelcomeDescriptive
Email Templates
Header
Once a Member and Coach have been matched the Relationship Manager must send a Welcome Email to the COACH.
These templates contain language that MUST be used when sending coaches emails to alert them that they have been
matched with a MEMBER.

{FOR USE WITH COACHES WITH MEMBER IN ONLINE ONLY GROUP}

Dear {Coach Name}:
Thank you for participating in the [insert agency name] MyBudgetCoachtm program.
The member you have been matched with is {insert member name}. {Member name}s contact information is as follows:
Name:
Phone:
Cell Phone:
Email:
You and the member will meet exclusively online using the Join.me screen sharing tool and speaking via phone during sessions. You will not have any in-person contact with the member until after the member has graduated from the program. All
communications between you and the member will be via phone, email, MyBudgetCoach message or text messaging.
For the purposes of our program evaluation, this is the only program delivery method that your member should be aware of.
Please contact your member in the next few days so that you can schedule your first session. We kindly as that your first session meeting take place as soon as possible.
To log in to the MyBudgetCoach.org site, please use the following login information:
User ID:
Password:
The password that you have been assigned is a TEMPORARY password. Please login to the system at your earliest convenience (preferably before your first coaching session) and go to the My Profile page to change your password to something
that is more meaningful to you.
We are always here to help you in any way we can. Please do not hesitate to contact me if you have any questions, concerns
or other feedback. My contact info is listed at the bottom of this email. You can also contact me on the MyBudgetCoach.org
system. From time to time, well also be checking in with you to make sure you have everything you need.
Warmest Regards,
{insert Relations Manager Name}

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

15

BUDGET
PROGRAM
OVERVIEW
MyBudgetCoach
CoachCOACHING
WelcomeDescriptive
Email Templates
Header
{FOR USE WITH COACHES WITH MEMBER IN IN-PERSON GROUP}
Dear {Coach Name}:
Thank you for participating in the [insert agency name] MyBudgetCoachtm program.
The member you have been matched with is {insert member name}. {Member name}s contact information is as follows:
Name:
Phone:
Cell Phone:
Email:
You and the member will meet in person for all MyBudgetCoach coaching sessions. At each of these sessions, you will need
to have access to a computer with an internet connection so you can use the MyBudgetCoach.org site to do the online coaching sessions. Also, in between sessions, you and the member will use the MyBudgetCoach.org tools to monitor the members
use of the goal, budget and expense tools and keep track of their progress.
For the purposes of our program evaluation, this is the only program delivery method that your member should be aware of.
Please contact your member in the next few days so that you can schedule your first session. We kindly as that your first session meeting take place as soon as possible.
To log in to the MyBudgetCoach.org site, please use the following login information:
User ID:
Password:
The password that you have been assigned is a TEMPORARY password. Please login to the system at your earliest convenience (preferably before your first coaching session) and go to the My Profile page to change your password to something
that is more meaningful to you.
We are always here to help you in any way we can. Please do not hesitate to contact me if you have any questions, concerns
or other feedback. My contact info is listed at the bottom of this email. You can also contact me on the MyBudgetCoach.org
system. From time to time, well also be checking in with you to make sure you have everything you need.
Warmest Regards,
{insert Relations Manager Name}

16

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

BUDGET COACHING
PROGRAM
OVERVIEW
MyBudgetCoach
Member
Welcome
Descriptive
Email Templates
Header
Once a Member and Coach have been matched the Relationship Manager must send a Welcome Email to the MEMBER.
These templates contain language that MUST be used when sending coaches emails to alert them that they have been
matched with a COACH.
[FOR EMAIL TO MEMBERS IN ONLINE ONLY GROUP}
Dear {Member Name}:
Thank you for participating in the [insert agency name] MyBudgetCoachtm program.
As a member of the MyBudgetCoachtm program, you have been matched up with a professionally trained coach. The coach
you will be working with is: {Insert coach name}.Your coachs contact information is as follows:
Name:
Phone:
Cell phone:
Email:
As a MyBudgetCoach member, you will meet with your coach online using a screen sharing tool and the telephone. Your
coach will instruct you how to use the screen sharing tool when you speak on the phone for your first session. Please make
sure you have access to a computer with Internet connection and phone for every coaching session.
Please work with your coach to schedule your first session meeting. We kindly ask that your first session take place as soon as
possible.
To log in to the MyBudgetCoach.org site, please use the following login information:
User ID:
Password:
The password that you have been assigned is a TEMPORARY password. Please login to the system at your earliest convenience and go to the My Profile page to change your password to something that is more meaningful to you.
We are always here to help you in any way we can. Please do not hesitate to contact me if you have any questions, concerns
or other feedback. My contact info is listed at the bottom of this email. You can also contact me on the MyBudgetCoach.org
system. From time to time, well also be checking in with you to make sure all your needs are met.
Warmest Regards,
[Insert Relationship Manager Name]

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

17

BUDGET COACHING
PROGRAM
OVERVIEW
MyBudgetCoach
Member
Welcome
Descriptive
Email Templates
Header
[FOR EMAIL TO MEMBERS IN IN-PERSON GROUP}
Dear {Member Name}:
Thank you for participating in the [insert agency name] MyBudgetCoachtm program.
As a member of the MyBudgetCoachtm program, you have been matched up with a professionally trained coach. The coach
you will be working with is: {Insert coach name}.Your coachs contact information is as follows:
Name:
Phone:
Cell phone:
Email:
As a MyBudgetCoach member, you will meet with your coach online in-person. Your coach will make sure that you also have
access to a computer with Internet connection for all coaching session to use the MyBudgetCoach online coaching sessions
and tools.
Please work with your coach to schedule your first session meeting. We kindly ask that your first session take place as soon as
possible.
To log in to the MyBudgetCoach.org site, please use the following login information:
User ID:
Password:
The password that you have been assigned is a TEMPORARY password. Please login to the system at your earliest convenience and go to the My Profile page to change your password to something that is more meaningful to you.
We are always here to help you in any way we can. Please do not hesitate to contact me if you have any questions, concerns
or other feedback. My contact info is listed at the bottom of this email. You can also contact me on the MyBudgetCoach.org
system. From time to time, well also be checking in with you to make sure all your needs are met.
Warmest Regards,
[Insert Relationship Manager Name]

18

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

BUDGET
OVERVIEW
MyBudgetCoach
HowCOACHING
to Pull Descriptive
aPROGRAM
Credit Score
Header
Pulling a Members Credit Score During MyBC Intake
After completing several intake questionnaire screens, the Relationship Manager will reach the Credit Report
section of the online MyBC Intake process.
Make sure you are using a computer with access to a PRINTER for this step so you can print out credit report.
Step 1: Click on www.ANNUALCREDITREPORT.COM button.

Generate Credit Report

Step 2: Select Request yours now!

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

19

BUDGET
OVERVIEW
MyBudgetCoach
HowCOACHING
To Pull Descriptive
aPROGRAM
Credit Score
Header
Step 3: Click on the Request your credit reports button located at the bottom of the page.

20

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

MyBudgetCoach
HowCOACHING
to Pull Descriptive
aPROGRAM
Credit Score
Header
BUDGET
OVERVIEW
Step 4: Enter in all of the Members information and proceed to the next screen.

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

21

BUDGET
OVERVIEW
MyBudgetCoach
HowCOACHING
to Pull Descriptive
aPROGRAM
Credit Score
Header
Step 5: Once a members personal information is accepted, select the credit report to be pulled.
For the first attempt, select the TransUnion Credit Report ONLY. After checking TransUnion checkbox, click the
Next button.

22

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

MyBudgetCoach
How to Pull Descriptive
a Credit Score
Header
Step 6: The system will ask you to verify information. If the entered information is correct, click Continue.
The system will then ask you questions to verify identity. Answer the questions and continue.

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

23

BUDGET
COACHING
PROGRAM
OVERVIEW
MyBudgetCoach
HowCOACHING
to Pull Descriptive
aPROGRAM
Credit Score
Header
BUDGET
OVERVIEW
Print Credit Report
Step 7: Click on Display a printer friendly version which will open a new window with the credit report to be
printed. Print the members credit report out and remember NOT TO SAVE THE REPORT TO YOUR COMPUTER!

24

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

MyBudgetCoach
How
toCOACHING
Transmit
Descriptive
a CreditOVERVIEW
Report
Header
BUDGET
PROGRAM
Credit Report preparation for transmission to Solutions for Progress
1. After printing the report, make two copies.
2. Give one copy to the Member.
3. Place one copy in Members case file (must be kept in LOCKED file storage/cabinet.
4. Run Member Roster report to see Members MyBC Unique ID number.

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

25

BUDGET
PROGRAM
MyBudgetCoach
How
toCOACHING
Transmit
Descriptive
a CreditOVERVIEW
Report
Header
BUDGET
COACHING
PROGRAM
OVERVIEW
5. Export Member Roster to Excel (xls).
6. Find the Member ID# for the Member you are working with. Write the Member ID# at top of every page of
the credit report.

7. After giving the Member one copy of the credit report and putting a second in the Members case file, you
should have one remaining copy.
8. For this remaining copy, cross out, using black marker or white out, all personal information on the form (see
example on next page). This includes:
- member's name
- member's address
- member's SSN
- member's phone #s
- credit card account #s
- loan account #s
- "Address Identification Number"
- "Mortgage Identification Number"
- name of account/lender/credit issuer (ex: "American Express" or "Quicken Loans" )
- Joint account names (for each account there is a "Responsibility" category which will say "Individual" if only
the account holder has access but will list a name if there is someone else on the account. Make sure to cross off
the name, if one is listed)
- All employment data (if this info is on a separate page, you can omit it from what is scanned in. You don't
need to redact it if you're not transmitting it)
- All previous addresses (if this info is on a separate page, you can omit it from what is scanned in. You don't
need to redact it if you're not transmitting it)
- All credit inquiry info, sometimes referred to as "Record of Requests for Your Credit History (if this info is on
a separate page, you can omit it from what is scanned in. You don't need to redact it if you're not transmitting it)
- You do not need to scan in or redact any of the FCRA rights pages (usually found at the end of the report)
9.

Make sure to write the Members ID# is at the top of EVERY PAGE.

10. Each and every credit report will be different. Most will be in the 30-50 page range. Only 1 credit report should
be pulled at intake for each client.
$

26

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

MyBudgetCoach
How to Transmit
Descriptive
a Credit Report
Header
Sample of Edited Credit Report

11.

When intake for all Members in the Cohort has been completed, scan redacted credit report and save it as
"Member ####"

12.

Upload report into Box.com. A Box.com account will be created for you by the University of Wisconsin Center
for Financial Security staff. If you dont have one, please contact mybudgetcoach@ohiofoodbanks.org

13.

Click on "MyBC Eval" then the "Ohio folder

14.

Click "Upload" and select the file to upload. Once this is uploaded, you are done with this step. You can watch
these steps by using the following link: http://www.youtube.com/watch?v=UBqtHsIWETY#t=1180

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

27

BUDGET
PROGRAM
OVERVIEW
Troubleshooting
MyBudgetCoach
theDescriptive
Credit Pull
Header
Process
BUDGET COACHING
COACHING
PROGRAM
OVERVIEW
Problem: You tried pulling a members TransUnion score through AnnualCreditReport.com but were unable to.
Possible Fix: Try pulling Experian or Equifax reports through AnnualCreditReport.com.

28

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

Troubleshooting
MyBudgetCoach
theDescriptive
Credit Pull
Header
Process
BUDGET COACHING
PROGRAM
OVERVIEW
Problem: Can not pull ANY credit report using AnnualCreditReport.com.
Possible Fix: Make sure the members personal information entered is correct. If you are still not able to pull
the report, try pulling the report using link in intake section to Quizzle.com. Once the credit report is pulled and
printed, please follow same process used to prepare AnnualCreditReport.com report for transmission.

Problem: Can not pull credit report using AnnualCreditReport.com or Quizzle.com.

Possible Fix: Call the Affiliate or the SfP Help Desk. If you are unable to pull credit report, this client will not be
able to participate in the MyBC program during the evaluation project.

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

29

BUDGET
COACHING
PROGRAM
MyBudgetCoach
Exit
Interview
Credit
Descriptive
PullOVERVIEW
Process
Header
BUDGET
COACHING
PROGRAM
OVERVIEW
During the online Exit Interview, the system will direct you to pull a credit report.

For the Exit Interview credit report pull, follow same steps described for the Intake credit report pull.

30

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

MyBudgetCoach
Coach
Member
Descriptive
Launch
Tracker
Header
BUDGET
COACHING
PROGRAM
OVERVIEW
Coach Member Launch Tracker Excel Spreadsheet
Once a Member and Coach have both been sent Welcome Emails, the Relationship Manager will want to use
this excel document to track the receipt of their emails and confirm that the Coach & Member have used their ID
and Password to log in to MyBC.org, and also that they have each changed their password.
The Launch Tracker also tracks confirmation of the pairings first coaching session date.

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

31

BUDGET
COACHING
PROGRAM
OVERVIEW
MyBudgetCoach
Session
1 Descriptive
to
4 Tracker
Header
BUDGET
COACHING
PROGRAM
OVERVIEW
Session 1 to 4 Tracker Excel Spreadsheet
This spreadsheet is for use in order to help a Relationship Manager to know their own role and track milestones
in facilitating coach/member relationship once a member pair starts meeting.
This spreadsheet provides a Relationship Manager assistance to help pairs through the early stages of the program when it is critical for the RM to monitor the process.

32

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

BUDGET
COACHING
PROGRAM
MyBudgetCoach
Session
1 to 4Descriptive
ProcessOVERVIEW
Guide
Header
1. Confirm that Session 1 occurred

a. Contact coach no more than three business days after scheduled session was to have occurred.

b. Contact member if coach does not respond after two phone attempts.

c. If Session did not occur, facilitate new meeting date and confirm via phone.

d. If Session did occur, remind coach to submit Progress Report on MyBC.org if not submitted 2 business
days after Session occurred.
2. Post-Session 1 process for Online Group

a. Contact member to set up appointment to get forms needed for Session 2.

i. Some members will opt to send forms to their Coach themselves (remind them to cross out all account #s!).

b. At appointment, copy forms, redact personal info and give originals back to member.

c. Send forms via email to Coach.

d. Confirm receipt of forms to Coach (even with Coaches who receive info directly from member).

3. Post-Session 1 process for In-Person

a. Call Coach to check in no more than one week after Session 1 was scheduled to occur.

b. Call Member to check in no more than one week after Session 1 was scheduled to occur.

4. Facilitate/Confirm Session 2 meeting

a. Contact coach and member to confirm Session 2 date IMMEDIATELY if not on Progress Report.

b. If Session 2 not scheduled, contact coach and member to suggest meeting dates and locations.

c. Contact coach & member weekly to facilitate meeting date.

d. If Session 2 date still not scheduled four weeks after Session 1 has been completed, evaluate for dropout possibility (see Dropout Criteria & Database).

e. Session 2 occurs or member drops out.

5. Confirm that Session 2 occurred

a. Contact coach no more than three days after scheduled session was to have occurred

b. Contact member if coach does not respond after two phone attempts.

c. If Session did not occur, facilitate new meeting date and confirm via phone.

d. If Session did occur, get Progress Report from Coach if not submitted two business days after Session
occurred.

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

33

BUDGET
COACHING
PROGRAM
MyBudgetCoach
Session
1 to 4Descriptive
ProcessOVERVIEW
Guide
Header
6. Post-Session 2 checkout process

a. Call Coach to check in no more than one week after Session 2 was scheduled to occur.

b. Call Member to check in no more than one week after Session 2 was scheduled to occur.

7. Facilitate/Confirm Session 3 meeting

a. Contact coach and member to confirm Session 3 date IMMEDIATELY if not on Progress Report.

b. If Session 3 not scheduled, contact coach and member to suggest meeting dates and locations.

c. Contact coach & member weekly to facilitate meeting date.

d. If Session 3 date still not scheduled four weeks after Session 1 completed, evaluate for dropout possibility. (see Dropout Criteria & Database)

e. Session 3 occurs or member drops out.

8. Confirm that Session 3 occurred

a. Contact coach no more than three days after scheduled session was to have occurred

b. Contact member if coach does not respond after two phone attempts.

c. If Session did not occur, facilitate new meeting date and confirm via phone.

d. If Session did occur, get Progress Report from Coach if not submitted two business days after Session
occurred.
9. Post-Session 3 checkout process

a. Call Coach to check in no more than 1 week after Session 3 was scheduled to occur.

b. Call Member to check in no more than 1 week after Session 3 was scheduled to occur.

10. Repeat Steps 7 to 9 for Session 4.

11. After Session 4 has been completed, monitor as needed using Steps 7 to 9 for Sessions 5 to 12.

34

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

MyBudgetCoach
Member Dropout
Descriptive
Procedures
Header
Dropout Database Spreadsheet
The document details the process for a Member to withdraw from the program. This includes activities for the
RM independent of the MyBC.org system and activities inside the system that the RM needs to complete before
officially ending a Members participation in the MyBC program. The Dropout Database is a required system for
all CFSI Evaluation Partners to track program dropouts and the reason, if known, that the member has ended
the coaching engagement.

Member Dropout Categories

The folowing are the Member Dropout Criteria for members and coaches who have not met yet:

MISSING
Definition: Member was matched with a coach but coach and staff were unable to establish contact with the
member. Coach and member never met for Session 1.
Staff Action: Contact member by phone and email a min. of 3x (3 email + 3 phone).
Next Steps:
1. Notify member via phone and email that they are going to be taken out of the program.
2. If member does not respond within 3 days, change members status in MyBC to Inactive in the MyBC
system.
3. Notify coach that their member has dropped out.
4. Change coachs status in MyBC to Available and match with a new member immediately, if possible.
5. Add member to Missing page in MyBC Dropout Database spreadsheet.

INELIGIBLE
Definition: After intake was completed, it is discovered that member does not meet program membership
requirements at this time. This can be for a variety of reasons such as a change in income, loss of job, current
financial crisis or member has moved out of our service area. Coach and member never met for Session 1.
Staff Action: Confirm by phone that the member is no longer eligible for the program and assess if this is a
short-term (member may be available for future enrollment) or long-term eligibility issue.

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

35

BUDGET
COACHING
PROGRAM
OVERVIEW
MyBudgetCoach
Member
Dropout
Descriptive
Procedures
Header
BUDGET
COACHING
PROGRAM
OVERVIEW
Next Step:
1. Change members status to Inactivein the MyBC system.
2. Notify coach that member is no longer in the program.
3. Change coachs status to Available in the MyBC system and match with new member immediately, if possible.
4. If the members eligibility issue is short-term, add the member info to the Temp Ineligible page in the
Dropout Database spreadsheet.
5. If the members eligibility issue is short-term, re-engage the member for inclusion in Cohort 2.
6. If the members eligibility issue is long-term, add the member to LT Ineligible page in the Dropout Database spreadsheet.

WITHDRAW
Definition: Member informs staff that they are leaving the program for a reason other than an eligibility issue.
Coach and member have not yet met for Session 1.
Staff Action: Depending on members issue, possible referral to partner services
Next Steps:
1. Change members status to Inactive in the MyBC system.
2. Notify coach that member has left the program.
3. Change coachs status to Available in the MyBC system and match with new member immediately, if possible.
4. Add member to Withdraw page in Dropout Database.

For members who have met with their coach at least once, the dropout procedure is as follows:
1. Change cohort to D Cohort.
2. Notody coach that their member has dropped out.
3. Set coachs status to Available in the MyBC system and match them as soon as possible with a new
member.
4. Add member to the Met and Dropped Out page in the Dropout Database spreadsheet.

36

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

MyBudgetCoach
Exit
Interview
Descriptive
Process
Header
BUDGET
COACHING
PROGRAM
OVERVIEW
1. An Exit Interview alert will be sent to staff after a member has completed Session 11.
2. Once the alert is received, have aconversation with members coach within a week of receiving the alert to
talk about any lingering issues the member has and discuss members needs once they graduate from program.
3. Contact member no more than one week after completion of Session 11 to schedule their Exit Interview. THe
Exit Interview should happen very soon (no more than one to two weeks) after Session 12.
4. Email completed graduation certificate to coach no later than one week before Session 12 date.
5. Complete the members Exit Interview. Make all efforts to do this IN-PERSON but it is possible (although not
preferable) for the Exit Interview to be completed via phone. To initiate the Exit Interview, click on the members
name in the MyBC system and select Start Exit Interview. The MyBC system will guide you through the Exit
Interview process.
6. Give member all relevant paperwork (credit report, if pulled) and refer to any other programs that may be
relevant and timely for the member.
7. Remind the member that he/she will have access to the MyBC.org Expense Tracking, Budget and Goal Tracking tools for as long as the MyBC.org system is up and running.
8. CELEBRATE!

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

37

BUDGET
COACHING
PROGRAM
OVERVIEW
MyBudgetCoach
Graduation
Certificate
Header
BUDGET
COACHING Descriptive
PROGRAM
OVERVIEW
As part of the Exit Interview, you will provide each member with a Program Graduation Certificate and celerate
their success!

38

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

BUDGET COACHING
PROGRAM
Relationship
MyBudgetCoach
Manager
Descriptive
DailyOVERVIEW
Checklist
Header
1. Check MyBC Alerts (Progress Reports and Tech Support inquiries).
2. Answer Become A Member inquiries.
3. Check MyBC Message area.
4. Track Coach/Member progress using process trackers.

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.

39

BUDGET
COACHING
PROGRAM
OVERVIEW
Assistance
MyBudgetCoach
Header
BUDGETTechnical
COACHING Descriptive
PROGRAM
OVERVIEW
Members
If Members have difficulty logging in or need assistance navigating through their MyBudgetCoach.org account,
they should contact theirCoachfor assistance.
Coaches
If Coaches have difficulty logging in or navigating through their MyBudgetCoach.org account, they should contact their SDSRelationship Managerfor assistance.
Relationship Managers
If you have determined that a technical problem exists with the MyBudgetCoach.org website, please contact the
MyBudgetCoach Help Desk:
Email:mybchelp@solutionsforprogress.com
Phone: 888-312-4647 (Monday Friday, 9am to 5pm EST)

40

my
budget
coach
TM

POWERED BY SOLUTIONS FOR PROGRESS, INC.