Volunteer Validation & Training on Eligibility Rules

[GigiUxR]

Overview

Validation volunteers play a key role in ensuring eligibility and intake data are accurate, structured, and useful. However, the current validation process has key issues lthat can lead validation volunteers feeling confused and unconfident:

✔ Lack of structured validation rules → Volunteers struggle to distinguish eligibility vs. intake vs. service notes.
✔ No decision trees or workflow guidance → Leads to inconsistent data entry and confusion.
✔ Unstructured free-text fields → Resulting in errors, missing data, and inconsistent terminology.
✔ No integrated UI support → Volunteers have to reference external documents instead of accessing help in real-time.
✔ Outdated onboarding process → Training is text-heavy and lacks engagement, leading to lower connectedness to the overall initiative.

This issue focuses on defining validation rules, implementing decision trees, improving UI/UX for guidance, and enhancing onboarding to streamline volunteer training and improve accuracy. This issue is detailed into three workstreams which may be broken out into separate issues.

Problem Statement:

Currently, validation volunteers lack structured guidance on how to categorize eligibility data. This results in:

• Blurring between eligibility vs. intake vs. service details, making filtering inaccurate.
• Inconsistent application of validation rules, leading to data entry errors.
• Free-text fields causing errors and inconsistent terminology, making data difficult to standardize.
• No built-in UI support for validation rules, requiring volunteers to reference external guides.
• Training that lacks interactive elements, making it harder for volunteers to retain key concepts.

These issues impact data accuracy (#2346) and filtering logic (#2348), affecting both internal workflows and food seekers searching for assistance.

Workstreams & Action Items:

1. Define & Structure Validation Rules

• Owner: UXR Lead
• Dependency - Uses standardized eligibility fields from Standardize Eligibility & Improve Discoverability for Food Seekers and Volunteers #2346

Action Steps

• Review standardized eligibility fields from Standardize Eligibility & Improve Discoverability for Food Seekers and Volunteers #2346 to determine validation criteria.
• Define clear validation rules (e.g., “Proof of Residency must be a government-issued document”) or checklists.
• Develop decision trees to guide volunteers step-by-step.
• Conduct stakeholder review (internal + external validation teams).
• Finalize and document rules for integration into volunteer workflows.

2. Develop & Test UI/UX for Validation Guidance

• Owner: UXR Lead + Design Lead
• Dependency - Uses validation rules from Step 1

Action Steps

• Determine best UI format for validation guidance (e.g., tooltips, floating windows, inline prompts).
• Develop wireframes & prototypes for usability testing.
• Conduct usability and surveys with volunteers to assess effectiveness.
• Refine UI components based on feedback after each rollout phase.
• Finalize design and prepare for development handoff.

3. Implement an Improved Onboarding Experience

• Owner: UXR Lead
• Dependency - Uses decision trees & UI improvements from Steps 1 & 2

Action Items

• Redesign onboarding content to incorporate real-world eligibility scenarios.
• Use storytelling elements to make the process engaging - consider piggy-backing for resources e.g., https://www.feedingamerica.org/research/hunger-in-america/facts-and-faces).
• Develop a self-check test where volunteers apply validation rules.
• Pilot onboarding updates within the main rollout (not a separate mini-pilot).
• Roll out revised onboarding & measure retention impact.
• Tableau public - possible resource for quickly creating external informational sites as Feeding America does.

Potential Success Metrics:

• % reduction in validation errors due to eligibility vs. intake confusion
• % increase in fully completed eligibility fields after validation calls
• % decrease in “No Known Eligibility” listings that require correction post-validation
• % increase in volunteer satisfaction scores (survey results on clarity, ease, and confidence in validation process)
• Time saved per validation entry

Related Issues & Dependencies
#2346 Provides structured eligibility categories for validation
#2348 Ensures filtering logic reflects validated eligibility data
#2349 Tracks timestamping of validated data