SayPro Finalist Management: Address Participant Inquiries and Resolve Issues Promptly
Program: SayPro Monthly January SCDR-3
Project: SayPro Monthly Final Judging
Office: SayPro Development Competitions Office
Division: SayPro Development Royalty SCDR
Objective:
To provide responsive, participant-focused support by addressing inquiries and resolving any issues finalists may encounter before, during, and after the SayPro Monthly Final Judging event. This ensures a seamless experience for all participants and maintains SayPro’s commitment to professionalism, transparency, and accessibility.
1. Establish Clear Support Channels
a. Dedicated Email Support
- Create a unique email address for the competition (e.g., finaljudging@saypro.org).
- Assign a coordinator from the SayPro Development Competitions Office to monitor the inbox daily.
b. WhatsApp or SMS Support Line
- Provide a mobile-based support number for faster communication, especially useful for last-minute or real-time queries.
- Ensure it is monitored at least during working hours and full-time on event day.
c. Help Desk Page on SayPro Website
- Create a “Finalist Help Center” page with:
- Frequently Asked Questions (FAQs)
- Submission instructions
- Troubleshooting tips
- Contact options with expected response time (e.g., within 12 hours)
2. Types of Participant Inquiries and Suggested Responses
| Inquiry Type | Examples | Action Steps |
|---|---|---|
| Technical Issues | Trouble uploading presentation, login failure | – Provide step-by-step guidance via email or phone. – Offer a 1-on-1 support session or alternative upload link (e.g., Google Drive or WeTransfer). |
| Schedule Conflicts | Participant has a time zone conflict or emergency | – Check if schedule flexibility exists. – Coordinate a slot swap with another finalist, with judge approval. |
| Presentation Format Questions | “Can I use a video demo?” / “What format should my slides be?” | – Refer to the Finalist Guidelines. – Reconfirm format expectations and deadlines. |
| Judging Criteria Clarification | “How will creativity be scored?” | – Send a summarized judging rubric. – Offer clarification through email or a voice call. |
| Accessibility Concerns | “I need a sign language interpreter” | – Liaise with the SayPro accessibility office. – Arrange support services within 48–72 hours. |
| Feedback Requests | “Can I receive scoring feedback after judging?” | – Inform them about post-event evaluation timelines. – Provide brief, constructive feedback if allowed. |
3. Internal Coordination for Issue Resolution
a. Issue Escalation Protocol
- Set up a system where inquiries that require approval (e.g., judging panel changes, technical re-submissions) are escalated to the Competitions Manager within 12 hours.
- Maintain a record of all major issues in an internal log.
b. Finalist Support Roster
- Assign individual SayPro staff members or interns to groups of 3–5 finalists.
- Each staff member acts as a Finalist Liaison, handling real-time support, checking readiness, and offering encouragement.
4. Real-Time Support During Judging Day
a. Live Technical Assistance Room
- Set up a Zoom or Teams breakout room where finalists can join if they need urgent help during the event.
- Staff this room with at least 2 IT support members and 1 SayPro competition coordinator.
b. Monitoring Dashboard
- Use a Google Sheet or internal dashboard to:
- Track live issues
- Document how each case was resolved
- Ensure follow-up if needed after the event
5. Post-Event Inquiry Follow-Up
a. Feedback Acknowledgment
- Send a follow-up email within 48 hours to finalists who raised concerns or challenges.
- Thank them for their patience and document how their feedback will shape improvements.
b. Inclusion in Debrief Report
- Include common issues and resolutions in the post-event debrief report.
- Use this data to revise the Finalist Information Pack and support protocols for the next cycle.
Conclusion:
Responsive and efficient finalist support is critical to maintaining the quality and credibility of SayPro’s Monthly Final Judging events. By proactively managing communication, offering real-time help, and continuously improving based on feedback, SayPro reinforces its commitment to fairness, participant empowerment, and excellence in delivery.
Leave a Reply