CHAPTER ADMIN PROBLEM SOLVER

First, contact them.  Click "Admin" then "Users" and enter first or last name.   Click the hyperlink and you will see their email and phone number.   

If they are not able to run the route you have a couple choices.   1) (preferred) assign it to a backup. or 2) split the route up to other drivers.

To assign to a backup, hopefully you have one you already know that is waiting. If not, go to Admin/Events, click on the event then click on the Actions/Reports button to open the Driver Selection Tool.   See who is set to backup.   Contact them.   If they are able to do the route, you can then reassign the route to them.  Do this by;

• In Driver Selector Tool, Actions/Reports, select "DD Route Map"
• Place a check mark next to the drivers name to see the route.  Click the car icon to the right of their name.  
• Select the donors you wish to move by clicking the box to the left of the driver (this checks all the donors).   
• Enter the name of the driver you wish to assign them to, you'll need to click their name once you see it.  
• Click "Save".   
• Contact the new driver, ask them to open their Web App (they need to log into JoinSG.org).  They click "Driver Route" and they will see the route.  

To Split the Route:   The procedure is the same as above, except this time you'll click a few of the names.  You then assign to a driver.  

You can assign to current drivers, it will add these names to the bottom of their route.   To do this properly, go to the driver list on the Route View and click the check box next to their names to see about where their routes take them.   You can then click on the driver you need to reallocate to see where they are going.  Find good matches.  One other thing to consider is how many stops your drivers have.

For more details about the Driver Selection Tool and managing the drivers click here. 

Bounced emails usually mean something is wrong with their email address. Perhaps a typo or perhaps they have cancelled that account. The issue needs to be addressed because email servers create ratings for emails.  A high bounce rate puts @SimpleGesture.org or @ASGHelps.org or @SGEvents.org at risk of being on spam filters.  

STEP 1: Look at their user information.  Click the “email Logs” hyperlink on the Dashboard to see the list of bounced emails.  Click the hyperlink of the users name to open their User page.

Look at the email address, you may spot the problem.  For example it may end in .co instead of .com, or perhaps you can get a clue by looking at their actual name and seeing what the email name looks like.  If you can fix it, give it a try.  Click “Profile” to edit their email.  Be sure to test your change by sending them a private email. 

If the email looks ok, test it using your private email.   Clicked the “email Logs” hyperlink on the Dashboard notice to see the list of bounced emails.  Click the hyperlink of the users name to open their User page.  Copy their email address into your private email.  The “body” of the email can be something like “Hello, I am the Chapter Admin for Simple Gesture here in our city.  I’m sending you this email because our server bounced back an email from Simple Gesture’s admin email.  I am sending you and email from my private account to test.  If you get this email let me know”.   Thank you!”.  

If this works and the email is good then monitor the situation to see if it repeats.  If it does repeat, contact us at info@SimpleGesture.org to see if we can solve the problem.  But if you find it is an email problem then… 

STEP 2: Call them if the donor left a cell # you can call them.  Get the right info and update their profile.

STEP 3: write them a letter the old fashioned way, using the postal service.  

If you cannot resolve the issue then; 

SET EMAIL TO 'Opt out';  this can be done in the profile, they will no longer get emails, they only get texts. 

SET DONOR TO INACTIVE:  you can do this in the donor profile in the "Admin Only" section, this removes them from the program, they won't receive any further communication.  They won't be able to log in. 

For more details about Communication and Messaging Click Here.

As Neighbors are added to a neighborhood they are not sequenced.  This is a manual step.  

The easiest way to sequence is to open the Neighborhood (Admin/Neighborhoods then pick the Neighborhood, then click "View Map".  From this point, use the "Drag and Drop" method to sequence the new donors or renumber all the pins starting from #1, using the pin assignment tool.

Soon after your event end time the system will look for routes that have yet been completed.  They hyperlink on the urgent notice will open the "Route Summary" and display the routes not complete.

You can also go to Reports/Route Summary and look at each route.   

The solution is to contact the driver (click their name to open the hyperlink) and find out what the problem is.  Often they did complete the route, but either didn't put in the results or in some rare situations that data did not get uploaded to the system.    

For more details about the Driver Selection Tool and managing the drivers click here.