Managing your Mentoring Programs Online: A view of the SBMS in

Melbourne, Australia

Presented by: Blake Escudier Ph.DEntrepanalysis LLC

Management Functions

Pitfalls for Most Mentoring Programs

SBMS Online Management Success

Mentoring Small Business

Program Side Basics

• Funding the Program• Managing Mentors• Communicating with Community • Managing Client In-take• Managing Mentor-Client Conflicts• Capturing & Maintaining Client Records• Reporting for Host Organization & Funding Sources• Reporting to Client• Maintain Office Operations (Office staff, Accounting, etc.)

Activities beyond working with a business owner!

Foundation for Small Business Mentoring

Small Business mentoring programs exist through formal and informal mentoring relationships developed through organizational assistance.

A fundamental goal for all organizations managing mentoring programs is to provide a system that best matches mentors with clients.

If clients are not able to self-assess, a best practice process is needed to find the best

fitting Mentor

A Theory on Mentoring Assistance

Tacit & Explicit Knowledge•Knowle

dge Gap

•Efficacy, Self-Efficacy and Self-Selection

Amount, Intensity and Breadth of Assistance Intervention: Business Owner Contribution

Contextual and Experiential Knowledge Transfer

Outsider Assistance Evaluation

Theory of Outsider

Assistance

Common Program Pitfalls

1. Inadequate personnel and/or resources to run the mentoring program.

2. Program manager has no commitment, passion, vision.

3. Mission and goals are not integrated into all parts of the program.

4. Lack of partnering and/or networking within the community.

5. Program staff has superficial contact with its mentors.

6. Nothing is special or unique about the program.

Pitfall: Inadequate personnel and/or resources to run the mentoring program.

Best Practices: Most pervasive problem as many programs are stretched to the limit of their personnel. The staff is not stretched between a number of duties.

SBMS Solution: Most basic operational functions are managed online through the SBMS website application allowing Management and Staff more time for program growth functions.

Client Intake informationClient payments securely onlineClient Evaluation for Selection of Mentor

How do you start?

Click on the START button to find a program and Mentor that is right for you, or alternately, under the Mentoring drop down, choose the Mentor Directory to find your Mentor first and then select the programs they offer.

Once you have your Mentor and program you can pay for the service online.

Your Mentor will contact you within 2-3 days to arrange your first session.

Website - www.sbms.org.au

The client can look at the CV’s of all our Mentors as well as see which Mentors are available and located nearby.

The client can also choose a Mentor based on an industry or skill.

.Best Practice: A mentoring program is only as good as its leadership.

They should be prepared to tell people what mentoring is, why it is so needed, and why their particular program is so effective.

SBMS Solution:SBMS is a not-for-profit association incorporated under the associations Incorporations act 1981. Its affairs are managed by a Committee of Management through the CEO. The association operates under the requirements of the Act and its Constitution as approved by the Department of Justice.

The Volunteer Mentors are the Membership and comprise the COM.

Pitfall: Program manager has no commitment, passion, vision

Presentations:Roger James

SBMS Working Party Heads

Survey/GM review

Rene Blaszak

MCCPrograms

Keith Irvine

RelationshipOfficers

Matilda Parisi

Bushfire SupportBruce Hall and Anthony Turner

Experts & New Mentor Support

Mike Curtain

SEO & E-MarketingGuy Ward &

Blake EscudierAwardsJoanne Tadmore

Tools/TemplatesKeven Diggens

EmeritusJoan O’Shannassy

COM MemberCOM Member COM Member

COM Member

COM MemberCOM MemberCOM Member

COM Member

New Contract &Regional

DevelopmentTerry Manwaring

.Best Practice:Mission statements, goals and objectives are created – to be used within the program and not forgotten.

Outcomes should go beyond the basic funder requirements allowing use for future funding requests.

SBMS Solution: Keep it simple and focused!SBMS Mission Statement:To provide assistance for development, growth, increased profitability and employment to the small business community, by providing affordable and ongoing mentoring

Pitfall: Mission and goals are not integrated into all parts of the program

What is the SBMS?

Working with small business owners to:• Analyse the key business issues.• Challenge preconceived ideas.• Build an action plan.• Help them to succeed.

The Small Business Mentoring Service (SBMS) is an Independent, Not for Profit organisation made up of volunteers who are retired or semi-retired business people.

Best Practice:Developing partnership may promote programs, reduce management work loads, and aid in recruiting mentors.

SBMS Solution:The primary purpose and objective of SBMS is to helpnew and existing small businesses throughout Victoria through the delivery of mentoring programs. SBMS works in close cooperation with the Department of Innovation Industry and Regional Development (DIIRD) and Small Business Victoria (SBV) to deliver high quality, low cost services.

Pitfall: Lack of partnering and/or networking within the community.

SBMS Client fees may be paid through partnerships

Pitfall: Program staff has superficial contact with its mentors.

Best Practice:Management of mentors should include consistent and “hands on” involvement. Good Management / Mentor relationships promote good Mentor / Client relationships.

SBMS Solution:The membership has regular monthly meetings to conduct organizational business and to provide direct contact with the SBMS CEO, staff and partner programs.

The CEO personally interviews potential new Mentors for membership and opens a direct connection with each mentor.

Real PeopleReal Mentors

SBMS delivers a consistent message throughout contact with our community. From a clients first contact with the online experience through the mentor relationship, reporting, and long-term follow-up, the SBMS works to provide a quality value for Victoria.

Pitfall: Nothing is special or unique about the program

Best Practice:Programs need to constantly strive to move from the ordinary to the extraordinary.

SBMS Solution: The Small Business Mentoring Service Inc. (SMBS) is an independent not-for-profit organization supported by Small Business Victoria a state government department. The SBMS has operated for over 22 years and have assisted more than 20,000 small businesses. (SBMS, 2010) The mentors at SBMS are all volunteers and give their time for free. This enables the service to be very cost effective. The mentors, who are members of the organization, are selected for their experience, people skills and their passion for helping businesses succeed.

SBMS Experienced Business Mentors “helping you make your business better”

Since implementation of the SBMS online management application in 2007, the SBMS has increased annual client sessions by 170% without increasing mentoring costs (as a

percent of income), and SBMS has lowered operating costs by more than 10%

SBMS an Online Mentoring Management Program = Best Practices