Below are some of the most common questions we receive about Matchforce.
Why does my agency have two account records?
Every agency has two account records. One is your Agency account record and one is your Location account record. You can make it easier to find your Agency account record by creating a list view named My Account, changing the Filter by Owner to All Accounts, and adding Filter Account Record Type = Agency.
Why did my agency’s data not migrate into Matchforce?
There are no known instances of agency data not migrating into Matchforce. Please ensure that you are looking for your data on a list view other than Recently Viewed.
Why did all of our contacts migrate into Matchforce into their own household account?
Data migration required contacts to migrate in this way. You can still see parent/guardian relationships via Little enrollment records. Contacts will be “re-housed” into combined household accounts by the end of go-live week.
Why do I get an error when I try to merge duplicates in Matchforce?
In order to be able to merge duplicates, you need to have Contact Merging permissions and be the owner of both records to be merged.
How do I upload data into Matchforce?
The National IT team will be providing instructions for how to do this by March 8, 2019.
How do I keep my reports and dashboards private from other agencies?
Before creating any new reports or dashboards, you should create a new folder to store them in. This will allow you to keep your reports and dashboards private from other BBBS agencies. If you save reports and dashboards in a public folder, all other BBBS agencies will be able to see them and the data they contain.
Why can I not view confidential records in Matchforce?
Accessing confidential records in Matchforce is controlled by the Matchforce Group you are assigned. You can learn more about Matchforce Groups and general Matchforce rights and permissions here.
Why are some my closed enrollments showing as open in Matchforce?
This one is on us. There was an issue with the data migration that caused some closed enrollments in AIM to come over as open in Matchforce. You can either manually close these enrollments, or we will do a mass update to these records in the next few days. Sorry about this one.
Why can I not move a pending match that came over from AIM to Not Approved?
Pending matches that transferred from AIM might not have all of the items (references, background checks, etc.) completed that Matchforce requires for enrollments to be RTBM. Since Matchforce moves enrollments to RTBM when a pending match is moved to Not Approved, the system is preventing this move until all required items are completed.
When are surveys created and closed in Matchforce?
This article explains the timing around when surveys are created and closed on Matchforce.
When are automated emails from Matchforce sent?
Automated emails are sent out of Matchforce when specific trigger events occur. The System Automation section of the Matchforce User Guide explains the exact events that trigger each automated email.
Who can create and view Quality Assurance records?
Only staff with Quality Assurance permissions can create or view QA records. Click here to learn more about Matchforce permission sets.
What due dates will be assigned MSCs that transfer from AIM?
If the MSC is In-Progress, it will retain the due date it had in AIM. If the MSC is not in In-Progress, it will be assigned an end-of-the-month due date in accordance with when the last MSC was completed.
Will pending matches that migrate from AIM with the old YOS be able to be made active in Matchforce?
Yes. So long as the YOS was not completed more than 30 days ago, the match will be able to be made active in Matchforce.
Can automated emails be sent in Spanish as well as English?
As of right now, only the RPI survey can be sent in Spanish.
How can I see samples of the automated emails sent from Matchforce?
Samples of the automated emails can be found here.
How will I know when a contact has come into Matchforce via an online inquiry?
All contact records that come into Matchforce via online inquiries will be assigned the owner BBBS Forms User. You can create a list view to show you just these records.
How can I request changes or improvements to Matchforce?
Please let your agency superusers know about any changes or improvements you would like to see in Matchforce. Superusers can submit these ideas to the Matchforce team via the support ticketing system built into Matchforce.
How can I learn more about list views?
There is a Matchforce Fundamentals video about List Views. It can be found in the Matchforce Fundamentals section of WalkMe.
How long will the Matchforce sandbox/training environment be available?
The Matchforce sandbox/training environment will be available for the life of Matchforce.
How do we connect our agency website to the Matchforce online inquiry forms?
You can learn your options for doing this here.
What do the new Matchforce inquiry forms look like?
You can view examples of the Matchforce inquiry forms here.
How can I unmark a record as a child safety risk?
Only a member of the National Child Safety team can unmark a record marked as a child safety risk. Please reach out to a member of this team to get this done.
Can I close a contact?
Although contacts can’t be closed, their Enrollment Stage on the contact record may be utilized to help you understand the current process step they’re application is in. For example, once the only or last open application connected to a Big or Little’s contact record has been closed, the enrollment stage on the Big or Little’s contact displays as “Closed” – this allows agencies to create list views and reports that only include currently active individuals.
Can I delete a contact?
This is strongly discouraged. Although some user roles allow individuals to delete contact records, all data tied to that individual (current and past) is also deleted and this is an irreversible process opening the possibility of inadvertently and negatively impacting data within Matchforce.
One of my contacts got married and changed his last name. I changed his last name on his contact record, but his match name didn’t update. What should I do?
Feel free to update the match name with the appropriate last name when a name change takes place on the contact record.
We have a program that’s not the traditional 1:1 program type. How can we do that?
As an agency administrator, create a “New Local Program” from your agency’s affiliate record and then have staff click on “Enroll in non 1:1 program” to add participants to the program.
I closed a match at one of my high-school bigs programs and now Matchforce is asking me to do background checks for my volunteer (who is under 18) before I can reengage him. Why?
It’s possible that you haven’t identified that site-based program as a high-school bigs program within Matchforce in the program set-up. Review the program set-up and be sure the High School Big Program has been selected.
I’m trying to move a High School Big to Ready for Review, but Matchforce keeps telling me I need to do local, state, and national background checks. Why?
This happens when you’ve entered anything other than just High School Big in the “Program Preference Type” field on the enrollment. For example, if you entered, Site-Based AND High School Big, Matchforce is still checking to see if you’ve done everything required for adult site-based volunteers. Simply remove any additional “Program Preference Type” and you’ll be able to move forward.
Why can’t I generate the RPI for the match I just activated?
Just like a Baseline COS / YOS, the RPI is designed to be completed and entered prior to activating a match. If you’ve activated a match before generating the RPI, you may scan the RPI into Matchforce and attach it as a file on the contact record. Note that the follow-up RPI will be triggered in Matchforce on the match anniversary.
