Single Sign On: Volunteer Connection Support Tree for Administrators Release 2.0 Updated 2/24/2016 Page 1
Single Sign On Volunteer Connection Support Tree for Administrators Purpose General Information Unique email address required for each VCN user Facebook login to VCN no longer support Resetting/changing VCN usernames and/or passwords no longer supported within VCN Getting Started with Single Sign On, RCO and VCN Process Flow Common Support Scenarios Scenario 1 Existing Active Volunteer is unable to log into Volunteer Connection Scenario 2 Inactive Volunteer is unable to log into Volunteer Connection Scenario 3 Prospective Volunteer is unable to log into Volunteer Connection Scenario 4 Problems with Volunteer s Primary Email Address Single Sign On and DCSOps New Volunteer Connection Login Pages Volunteer Connection Conversion Webpage Volunteer Connection Prospective Volunteer Webpage Volunteer Connection Returning Volunteer Login Webpage Need Help Logging In Process Flow 1) Active volunteer has already linked this account with his/her RCO account 2) Active volunteer has not created or linked to his/her RCO account 3) Volunteer is inactive in Volunteer Connection 4) Volunteer shares an email with another volunteer in Volunteer Connection 5) Volunteer Connection account not found with this email address. 6) Inactive volunteer has previously completed the SSO process. Forget Password Process Flow Additional Error Messages Volunteer enters an incorrect RCO email and/or password Missing information when creating RedCross.org (RCO) Account Sample Conversion Email Messages Updated 2/24/2016 Page 2
Purpose The purpose of this document is to provide information about Single Sign On (SSO) to Volunteer Connection (VCN) administrators who will be assisting volunteers and paid staff who are having difficulties connecting to VCN. Listed below are various scenarios that might arise and information on how best to troubleshooting these issues. General Information In order for Single Sign On to work properly, several changes were made to Volunteer Connection that could impact volunteers: Unique email address required for each VCN user Because SSO uses the email address as the username/login, each volunteer must have his/her own email address. Previously, VCN used a unique login (that was not an email address) which allowed volunteers to share one email address. A volunteer who did not have an email address could have a valid VCN profile (utilizing the noemail@redcross.org address). To assist regions with this change, several Queries have been added to VCN to enable administrators to run reports listing volunteers who share email addresses and volunteers with no email addresses. Note: Once SSO is launched, volunteers with shared email addresses or no email addresses will be required to create a RCO account with a unique email address in order to successfully log into VCN. Facebook login to VCN no longer support Because SSO uses the email address as the username/login, the Facebook login feature will be discontinued once SSO is launched. Resetting/changing VCN usernames and/or passwords no longer supported within VCN The SSO functionality will be managed via the current RedCross.org website (RCO). This means that with the launch of SSO, volunteers will be required to update their primary email address and password by visiting RCO. VCN administrators will no longer be able to manage a volunteer s VCN login, primary email address, or VCN password from within VCN. Note: Admins may however edit a member s Primary Email Address before the SSO conversion process has been completed. Updated 2/24/2016 Page 3
Getting Started with Single Sign On, RCO and VCN The steps a volunteer will take to utilized Single Sign On are quick and simple! When Single Sign On launches, each active volunteer will receive a system-generated unique email similar to the one below (updated version available in document). The volunteer will click on the unique authentication link. The link will take the volunteer to the new Volunteer Connection Sign In page (see below) where the volunteer will either create a new Red Cross ID or to link to an existing Red Cross ID used for the RedCross.org website. Updated 2/24/2016 Page 4
The information that follows will help VCN admins troubleshoot basic problems volunteers could encounter with the Single Sign On Process. Updated 2/24/2016 Page 5
Process Flow Volunteer unable to log into VCN Is Volunteer Active in VCN? No Re-activate VCN account Yes Does Volunteer have RCO account? No Volunteer creates RCO account and links to VCN Yes Does Volunteer remember login info? No Use Forget Password link to reset RCO password Yes Are VCN & RCO accounts linked? No Resend Conversion Email Link via VCN Yes Volunteer will need to reset RCO password Updated 2/24/2016 Page 6
Common Support Scenarios A volunteer may be unable to log into VCN for a number of reasons. Here are some common issues (click on link to go to screen shot of the error message displayed): + Volunteer has valid VCN account but has not yet created/linked RCO account + Volunteer is trying to log in with an incorrect username and/or password + Volunteer has missing information when creating Redcross.org account + Inactive Volunteer is trying to log into VCN Below you will find detailed information on these common support scenarios. Scenario 1 Existing Active Volunteer is unable to log into Volunteer Connection Does existing volunteer have an RCO account? o How can I determine if volunteer has an RCO account linked in VCN? As a VCN admin, you can determine whether or not a volunteer has an existing RCO account linked to VCN by going to the Member Profile and selecting Single Sign On from the Quick Links box. If the volunteer s VCN account is linked to an RCO account, the Is RCO Linked option will be YES. o Volunteer does not have an RCO account: If volunteer does not yet have an RCO account, the volunteer will need to create a new RCO account and then link that account to VCN. The required fields to create RCO account are first name, last name, zip code, email and password. You can send the volunteer a system-generated email through Volunteer Connection by following these steps: Go to the VCN member profile and select Single Sign On from the Quick Links box. Select Resend Conversion Email Link to automatically send an email to the volunteer with a unique authentication link that will facilitate linking the RCO and VCN accounts. You can also select Generate Conversion Link and then copy and paste the unique link into an email to send to the volunteer. Note: Unique authentication link expires after 30 days if not used. Alternatively, the volunteer can click on the Need Help Logging In link and enter his/her email address. The system will automatically generate an email to the volunteer with the unique authentication link. Note: Unique authentication link expires after 30 days if not Updated 2/24/2016 Page 7
used. o Volunteer has an RCO account: If volunteer has an RCO account, the RCO account may not be linked to the volunteer s VCN account. Check this by looking at a volunteer s VCN member profile and determine if volunteer has linked RCO/VCN accounts. If the volunteer s VCN account is linked to an RCO account, the Is RCO Linked option will be YES. If RCO and VCN accounts are linked, volunteer will to need reset his/her password. This can be done on RedCross.org via the Forgot Password link or by going to RCO My Account and then selecting Edit under Personal Information. Note: VCN administrators can no longer reset passwords as done today within VCN. If RCO and VCN account are not linked, the volunteer will need to link the two accounts together. The volunteer should have received a system-generated email when Single Sign On was launched with a unique authentication link to facilitate the process of linking the two accounts. Note: Unique authentication link expires after 30 days if not used. You can send the volunteer an email through Volunteer Connection by following these steps: Go to the VCN member profile and select Single Sign On from the Quick Links box. Select Resend Conversion Email Link to send an email to the volunteer with a unique authentication link that will facilitate linking the RCO and VCN accounts. Note: Unique authentication link expires after 30 days if not used. Alternatively, the volunteer can click on the Need Help Logging In link and entering his/her email address. The system will automatically generate an email to the volunteer with the unique authentication link. Note: Unique authentication link expires after 65 days. If the volunteer has already linked his/her RCO and VCN accounts, the volunteer may need to reset his/her password. The volunteer will see a message with a link to the password reset screen. o Volunteer shares an email with another volunteer: If the volunteer is sharing an email address with another volunteer, each must have a unique email address in order to log into VCN. When Single Sign On was launched, the volunteers sharing an email should have received a systemgenerated email with a unique authentication link for each VCN account sharing an email to Updated 2/24/2016 Page 8
facilitate the process of linking the accounts. You can go to the VCN member profile, select Single Sign On from the Quick Links box and then generate or resend the conversion link so that the volunteer can associate his/her VCN account with a unique email address. Does existing volunteer have a @RedCross.org email address? o The @RedCross.org email accounts may not be linked with the www.redcross.org accounts because they are created and maintained on different systems. o Ensure that the volunteer is using the password he/she used when creating his/her www.redcross.org account. o Volunteers can choose to set their RCO passwords to be identical to their @RedCross.org email password, however all volunteers and paid staff with @RedCross.org email accounts are required to change that password every 90 days. It is strongly suggested that when a user is required to change their Red Cross email password, they do the same for the www.redcross.org account as well. o The volunteer can reset his/her www.redcross.org password by selecting the Forgot Password link or by going to RCO My Account and then selecting Edit under Personal Information. Note: VCN administrators can no longer reset passwords from within VCN. Scenario 2 Inactive Volunteer is unable to log into Volunteer Connection An inactive volunteer could have an existing RCO account in use for other Red Cross involvement such as donations history and usage of other Red Cross tools. When an inactive volunteer attempts to login to VCN, the inactive volunteer will see a message directing him/her to contact his/her local chapter for assistance. A system generated email will be sent to the email address specified in the Volunteer Services email contact listed in the Operating Unit Configuration screen. Confirm that volunteer has an active status in VCN (e.g. General Volunteer, Youth Under 18, etc. in Volunteer/Employee Status) o If volunteer is inactive, you will first need to reactivate the volunteer by adding a new status in the Volunteer/Employee Status in the volunteer s VCN profile. Note: Please follow Volunteer Services best practices to determine how to reactivate volunteers who are eligible for reactivation regarding the background check and other policies. o Once active, the volunteer will need to create an RCO account. You can send the volunteer another email through Volunteer Connection by following these steps: Go to the VCN member profile and select Single Sign On from the Quick Links box. Select Resend Conversion Email Link to automatically send an email to the volunteer with a unique authentication link that will facilitate linking the RCO and Updated 2/24/2016 Page 9
VCN accounts. Note: Unique authentication link expires after 30 days if not used. Alternatively, the volunteer can click on the Need Help Logging In link and entering his/her email address. The system will automatically generate an email to the volunteer with the unique authentication link. Updated 2/24/2016 Page 10
Scenario 3 Prospective Volunteer is unable to log into Volunteer Connection Determine when Prospective volunteer initiated his/her Volunteer Connection onboarding process. o If prospective volunteer started the onboarding process prior to the launch of SSO, then the prospective volunteer should have received a system-generated email when Single Sign On was launched with a unique authentication link to facilitate the process of creating an RCO account and then linking with VCN. Note: Unique authentication link expires after 30 days if not used. You can send the prospective volunteer another email through Volunteer Connection by following these steps: Go to the VCN member profile and select Single Sign On from the Quick Links box. Select Resend Conversion Email Link to send an email to the volunteer with a unique authentication link that will facilitate linking the RCO and VCN accounts. Note: Unique authentication link expires after 30 days if not used. Alternatively, the prospective volunteer can click on the Need Help Logging In link and entering his/her email address. The system will automatically generate an email to the volunteer with the unique authentication link. Note: Unique authentication link expires after 30 days if not used. o If prospective volunteer started the process after launch of SSO, the new intake flow begins by asking the prospective volunteer for some basic information (name, email, zip code & password). This information will be used to create the RedCross.org account. Once the RCO account is created, the prospective volunteer will be taken to the full application where his/her information from the RCO account creation will be filled in automatically (name, email, zip code) and the prospective volunteer will continue with the standard Volunteer Connection onboarding process. o There could be prospective volunteers who have started the Volunteer Connection onboarding process but not authenticated their accounts. You can go to the Application Queue, select the prospective volunteer and manually activate the account or resend the application email. Alternatively, you can direct the prospective volunteer to restart the Volunteer Connection onboarding process which will require the person to first create an RCO account. Updated 2/24/2016 Page 11
Scenario 4 Problems with Volunteer s Primary Email Address A volunteer may no longer be using his/her primary email address listed in Volunteer Connection. This could occur for a variety of reasons such as the volunteer getting a new email address or a volunteer using a work email address that is no longer valid. If the volunteer is no longer using the primary email address listed in VCN, he/she will not be getting any of the email notifications sent via VCN regarding important Red Cross activities. With the launch of SSO, VCN administrators can no longer update the primary email address in the VCN Member Profile. Self-service update of primary email address: If the volunteer recalls his/her VCN primary email address and VCN password and has already linked his/her RCO/VCN accounts, the volunteer can update his/her primary email address by going to RCO My Account and then selecting Edit under Personal Information. VCN will automatically update the primary email in the Member Profile. To assist the volunteer in updating his/her primary email address, first determine if the volunteer s VCN and RCO accounts are linked by going to the Member Profile and selecting Single Sign On from the Quick Links box. o If the RCO and VCN accounts are not linked, select Generate Conversion Link. Next, copy the link and paste it into an email to the volunteer. The volunteer will create a RCO account with his/her new primary email account. The new primary email address will be updated in the VCN Member Profile. o If the RCO and VCN accounts are linked, select De-Link SSO Account. Next, select Generate Conversion Link. Copy the link and paste it into an email to the volunteer. The volunteer will create a RCO account with his/her new primary email account. The new primary email address will be updated in the VCN Member. Updated 2/24/2016 Page 12
Single Sign On and DCSOps Volunteers in regions using the DCSOps application will need to complete the conversion to Single Sign On by creating and linking their RCO account to their Volunteer Connection account. DCSOps users will see a login screen similar to the one below when logging into the application after the launch of Single Sign On. For basic troubleshooting of issues accessing DCSOps, determine if the volunteer s VCN and RCO accounts are linked by going to the Member Profile and selecting Single Sign On from the Quick Links box. If VCN & RCO accounts are linked, advise the volunteer to contact his/her Disaster Cycle Services supervisor. If VCN & RCO accounts are not linked, you can select Generate Conversion Link. Copy the link and paste it into an email to the volunteer. Updated 2/24/2016 Page 13
New Volunteer Connection Login Pages Volunteer Connection Conversion Webpage Volunteer Connection Prospective Volunteer Webpage Updated 2/24/2016 Page 14
Volunteer Connection Returning Volunteer Login Webpage Updated 2/24/2016 Page 15
Need Help Logging In Process Flow After clicking on the Need help logging in? link on the Volunteer Connection login page, a volunteer will be prompted to enter his/her email address. The volunteer should enter the email address currently used as the Primary Email in Volunteer Connection. After entering the email address, the volunteer will see a message based on the his/her current status in Volunteer Connection. In several cases, the volunteer can complete a contact form to send an email to the region s Volunteer Services contact listed in the Operating Unit Configuration in Volunteer Connection. Updated 2/24/2016 Page 16
1) Active volunteer has already linked this account with his/her RCO account The volunteer will see a message prompting him/her to reset the password or to contact the local Volunteer Services administrator for assistance. If the volunteer fills out the contact form, the email subject will be: Active Linked Account To assist this volunteer, advise the volunteer to click on the Forget Password link on the VCN login page to reset his/her password. This is the password they will use to login to Volunteer Connection. 2) Active volunteer has not created or linked to his/her RCO account The volunteer will see the screen below. The volunteer will automatically receive an email containing the unique authentication link that will facilitate linking the RCO and VCN accounts. Note: Unique authentication link expires 65 days after being provided to member. Updated 2/24/2016 Page 17
Alternatively, the volunteer can enter a cellphone number to get SMS text message with next steps to create and link an RCO account. Note: The number entered must match one of the three existing phone numbers in member profile (home, work or cell). In addition, the number must be able to receive text messages and text message charges may apply. After the cellphone number is entered, the volunteer will receive a text message with a 6-digit verification code. The volunteer will then enter the verification code which will redirect the volunteer to the Volunteer Connection conversion login page to proceed with the RCO account creation. 3) Volunteer is inactive in Volunteer Connection. The inactive volunteer will see the screen below. After filling in the information, an email will be sent to the Volunteer Services contact listed in the Operating Unit Configuration in Volunteer Connection. If the volunteer fills out the contact form, the email subject will be: Unlinked Inactive Account Determine if this inactive volunteer should be reactivated and the follow the instructions in this section above: Inactive Volunteer is unable to log into Volunteer Connection. Updated 2/24/2016 Page 18
4) Volunteer shares an email with another volunteer in Volunteer Connection. Volunteers who share an email in Volunteer Connection will see this message. The email subject will be: Multiple Accounts Using My Email Address To assist volunteers who are sharing an email address in Volunteer Connection: Inform the volunteer that a unique email address is required for creating a single sign on account. The local Volunteer Managers may assist volunteers in obtaining a free email address from an email service provider like Yahoo, Hotmail, or Gmail. It is not necessary to provide a @redcross.org email address for this purpose. A personal email will be sufficient. Once the volunteer has a new unique email address, send the conversion email to the volunteer from the Single Sign On section of his/her profile. Ask the volunteer to follow the instructions in the email to link his/her VCN and RCO accounts using the new email address. If you find that the volunteer has more than one Volunteer Connection account, please deactivate any duplicate accounts. Then return to the account the volunteer would like to keep and generate a new conversion link from the Single Sign On profile section. Copy the generated conversion link in to a new email that you will send to the volunteer s primary email address through your Outlook account. The volunteer will then follow normal conversion steps to log in. Updated 2/24/2016 Page 19
5) Volunteer Connection account not found with this email address. If the email address entered on the Need Help Logging in page doesn t match an email account in Volunteer Connection, the person will see this message. The email subject will be: VCN Account Not Found Most likely, the volunteer entered the wrong email. In this case, you ll need to look up the volunteer by name in VCN and tell them which email address is currently set at their primary email address on their VCN account. Next, you can generate a new conversion link to the volunteer and email it to the volunteer s desired email address. He/she will then follow the usual conversion steps to log in. Alternatively, this could be a potential volunteer interested in learning more about the Red Cross. Follow up to find out if the person is interested in volunteering and send the link to the online application, if needed. 6) Inactive volunteer has previously completed the SSO process. The email subject will be: Linked Inactive Account Confirm that volunteer wants to be reactivated as a Red Cross volunteer. If yes, reactivate the volunteer by adding a new status in the Volunteer/Employee Status in the volunteer s VCN profile. Once active, the volunteer should be able to log into VCN with his/her previously configured RCO username and password. Updated 2/24/2016 Page 20
Forget Password Process Flow After clicking on the Forget password link, the volunteer will be redirected to www.redcross.org to reset his/her password. After entering your email address for your RCO account, the volunteer will receive a system-generated email with a link to reset his/her password. Updated 2/24/2016 Page 21
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The volunteer will click on the reset password link and be taken to www.redcross.org to create a new password. After clicking on the Submit button, the volunteer will see a message that his/her password was successfully reset and a link to sign in to Volunteer Connection using his/her new password. Updated 2/24/2016 Page 23
Additional Error Messages Volunteer enters an incorrect RCO email and/or password Missing information when creating RedCross.org (RCO) Account Sample Conversion Email Messages Updated 2/24/2016 Page 24
To: All Active Volunteers with Unique Email Accounts From: VCN Team Subject: Action Required: Important Changes to Your Volunteer Connection Login Dear Valued Member, Volunteer Connection and the public website, Redcross.org are now linked via a single log on process that uses your email address to access both systems. As an active Red Cross volunteer, you must take action in order to continue accessing Volunteer Connection moving forward. Before we proceed with instructions on how to link your accounts, it is important to share some key observations to assist you through this process and beyond. 1). The new Volunteer Connection login process require members to login with the same username and password used for www.redcross.org. When done, this username will be an email address, and will become the Primary Email Address in Volunteer Connection. 2). Some users may have a Red Cross email account, but may not have an account on www.redcross.org. These two systems are different, and when attempting to convert your account to Single Sign On, you will need to create a new Red Cross ID for www.redcross.org if you do not already have one. Note: A Red Cross email can be used as your login when creating a new account for www.redcross.org. 3). Previous Volunteer Connection usernames and passwords are no longer applicable for the new Single Sign On process. If users make an attempt with old login credentials, the process will be unsuccessful. 4). Once successfully converted and logged in, be sure to bookmark the home page of Volunteer Connection for future access. 5). If using a Red Cross computer, it may be important to clear your cache, if multiple users access the same machine. Now, in order to convert your account, please see the instructions below- What action do I need to take? When you click on the unique link below, you will be taken to the new Volunteer Connection login page where you will either: 1) Create a new Redcross.org account by entering your name, zip code, email address and a new password or 2) Enter your existing www.redcross.org login information if you have created an account previously for giving Red Cross donations (Note: This account may not be the same as your @redcross.org email). Once completed, your Volunteer Connection account will automatically be associated with your www.redcross.org account. This will take no more than a minute or two and you re done! What if I have problems? We are here to help you if you have problems with this process. Simply click on the link below and then click on the Need Help Logging In link for more information. Updated 2/24/2016 Page 25
Please click the URL below to convert your Volunteer Connection login to a redcross.org account. Note: This link will be available for 30 days, before it expires. [INSERT UNIQUE URL] Thank you for your ongoing contributions to the American Red Cross. Volunteer Services American Red Cross Updated 2/24/2016 Page 26
To: All Active Volunteers with Shared Email Accounts From: VCN Team Subject: Action Required: Important Changes to Your Volunteer Connection Login Dear Valued Member, Volunteer Connection and the public website, Redcross.org are now linked via a single log on process that uses your email address to access both systems. Going forward, each volunteer must have a unique email address which will serve as your login for Volunteer Connection. As active Red Cross volunteers, you must take action in order to continue accessing Volunteer Connection in the future. Before we proceed with instructions on how to link your accounts, it is important to share some key observations to assist you through this process and beyond. 1). The new Volunteer Connection login process require members to login with the same username and password used for www.redcross.org. This username will be an email address, and will become the Primary Email Address in Volunteer Connection. 2). Some users may have a Red Cross email account, but may not have an account on www.redcross.org. These two systems are different, and when attempting to convert your account to Single Sign On, you will need to create a new Red Cross ID for www.redcross.org, if you do not already have one. Note: A Red Cross email can be used as your login when creating a new account for www.redcross.org. 3). Previous Volunteer Connection usernames and passwords are no longer applicable for the new Single Sign On process. If users make an attempt with old login credentials, the process will be unsuccessful. 4). Once successfully converted and logged in, be sure to bookmark the home page of Volunteer Connection for future access. 5). If using a Red Cross computer, it may be important to clear your cache, if multiple users access the same machine. Now, in order to convert your account, please see the instructions below- What action do I need to take? Because you are currently sharing an email address, you will need to create a new unique email address that will become your Volunteer Connection login. You can obtain an email address without any cost through a free email service provider like Gmail, Yahoo, or Hotmail, etc. Once you ve created a unique email address, click on your unique link below. You will be taken to the new Volunteer Connection login page where you will either: 1) Create a new www.redcross.org account by entering your name, zip code, email address (used in Volunteer Connection), and a new password or 2) Enter your existing www.redcross.org website login information if you ve previously created an Updated 2/24/2016 Page 27
account for giving Red Cross donations (Note: This account may not be the same as your @redcross.org email account). Your Volunteer Connection account will then automatically be linked with this Redcross.org account. This will take no more than a minute or two and you re done! What if I have problems? We are here to help you if you have problems with this process. Simply click on the link below and then click on the Need Help Logging In link for more information. Please click your unique URL below to convert your Volunteer Connection login to a redcross.org account. Note: These links will be available for 30 days, before expiring. Preferred Name 1: Please click here to create and link your Redcross.org and Volunteer Connection accounts. Preferred Name 2: Please click here to create and link your Redcross.org and Volunteer Connection accounts. Thank you for your ongoing contributions to the American Red Cross. Volunteer Services American Red Cross Updated 2/24/2016 Page 28