Match Support Specialist: How do I get started as a Match Support Specialist?

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Estimated reading time: 8 min

Click on this link to login to the Admin Dashboard:


After logging in, Match Support Specialists (MSS) are greeted with the Dashboard.

Let’s take a look at the Dashboard page! This page gives you a quick overview of several metrics. At the top of the page, you’ll see your organization’s name. If you have multiple programs, use the dropdown menu to select the one you want to view. On the left side of the screen, you’ll find the Navigation Bar.

Moving on to the top of the page, you’ll see the count of Mentors and Mentees enrolled in the program. Click on this to get a more detailed view of the Mentees and Mentors in the program.

Below that, you’ll find the “Top Challenges” section. This provides a real-time overview of the challenges that have been most prominent for the Mentees in the program. Each of these categories (e.g., Belonging & Community, Future, Mental Wellbeing, etc.) are rated by Mentees themselves using a slider to indicate higher or lower levels of challenge related to each topic. Click on each of the areas to include as many or as few areas in the chart as desired.

Moving down the page, see a program’s Message Statistics. This section provides information on how many messages have been sent by a program’s Mentors and how many have been sent by a program’s Mentees in aggregate. This lets a MSS know how balanced Mentor and Mentee communications are over time, and whether they may need to look more closely at any noticeable spikes or gaps between the two. Next, see a summary of the Meeting Statistics.

You’ll find the lists of individual Mentees and Mentors in the program below the Meeting Statistics section. Click on their names for specific information or click “View All” to see all of the Mentees or Mentors associated with the program who are using the MentorHub application.

Program Managers

When you click on the “Program Managers” tab from the Navigation Bar, you’ll be taken to a list of Program Managers (PMs) assigned to MSS in your program. Take a look at the PMs’ contact information and other helpful details. You can also chat with them directly by clicking on the chat button next to their name.

Mentor Dashboard

To access the complete list of Mentors using the MentorHub application in your program, simply click on the Mentors tab located in the left Navigation Bar. Once there, you can easily review the list of Mentors, their contact information, and other relevant details about the ways and levels in which mentors are connecting with their mentees.

Use the search function to identify specific Mentors in a program. The “Status” column shows if a Mentor’s profile is active or not. A PM can activate or deactivate an account. If a Mentor is inactive, they no longer have access to the application.

Clicking on a specific Mentor’s name will show a screen that provides an overview of the Mentor’s contact information, level of engagement with their Mentee(s) (i.e., how many times have they responded to their Mentee’s messages), the top challenges faced by the Mentor’s Mentees in aggregate, and the top apps used by the Mentor’s Mentees. Clicking on the Mentees button within the Mentor profile provides an overview of the Mentee(s) paired with the Mentor, as well as the most recent date the Mentee used MentorHub (Last Activity Date), the top challenges facing the Mentee, and access to the Mentee’s activity (by clicking on “View” under the “Action” column). MSS have the ability to send messages to a Mentor. Clicking on Message will reveal a chat portal with the entire history the conversation. Finally, schedule meetings with your Mentors and Mentees by clicking Meetings. Click Schedule to set a video meeting with a user.

Mentee Dashboard

Next up, we have the Mentees tab, which takes you to a screen that provides an overview of the mentees enrolled in your program. Much like the Mentors tab, you can see the level of engagement your Mentees have, the last time they were active, and can view their status with your program. You can also search your list of Mentees and view new Mentees as they are added in your program. Mentees do not require an email or phone number to log in to their account. Instead, you can click “Generate Access Code” to give each Mentee a unique code to use the first time they log in.

Clicking into an individual Mentee profile will reveal more detail about each Mentee. As you click through the tabs in the Mentee profile, you’ll discover valuable information, beginning with the Summary. Here, you’ll find all the dimensions of the Mood Ring that have been tracked over time. The “Mood Ring” tab displays each separate dimension over the last several weeks, providing a comprehensive view of your Mentee’s progress.

The “Initial Questionnaire” tab shows the responses of the Mentee to any baseline assessments added by your organization. The “Message” tab shows the conversation between the Mentor and Mentee. You can also see if a Mentee flagged a Mentor through this system, pausing the chat in this tab. You can schedule a meeting with a Mentee through the “Meetings” tab.

Flagged Mentors

In the event that a Mentor has been flagged, the “Flagged Mentors” tab allows you to easily identify them. By clicking into their Mentee’s profile, you can gain a better understanding of the conversation and the reasons behind the flagging. This information can help you provide better support to both the Mentor and the Mentee.


The “”Meetings“” tab allows you to schedule a meeting with your Mentees, Mentors, other MSS, PMs, and Organization Administrators. You will also be able to join meetings from this tab.

Guides and Goals

Navigating Goals

Mentors and Mentees can create and assign Goals that the Mentee wants to accomplish.  Goals for the mentee can be viewed by MSS through the Mentee’s profile. To view Goals for a specific Mentee, click on a specific Mentee’s page (their name) from the “”Mentees”” tab, then click on the “Goals” tab at top within that Mentee’s page.  Creating and achieving goals is an important aspect of the mentoring process. With MentorHub, both MSS and Mentors/Mentees can view, create, and edit their goals to ensure they are on track to achieving success. These goals are essential for creating and assigning Guides, which provide helpful direction for mentees to meet their objectives.

Navigating Guides

Mentors can help their Mentees achieve their specific goals by assigning them a Guide filled with activities related to their goal. For example, a Mentee whose goal is to “explore my feelings” could be assigned the “Braving Big Emotions” Guide. A “Guide” serves as an organizational framework for a set of individual activities. There are three tabs for guides: Organization Guides, MentorHub Guides, and Program Guides.

  • MentorHub Guides are carefully crafted by our system admin and serve as the perfect launching pad to begin your mentoring journey. Please note that they cannot be edited, but they provide a solid foundation to build upon.
  • Creating Organization Guides is a collaborative effort between the Program Administrators (Org Admins, PMs, MSS). These Guides can be copied from MentorHub Guides or created from scratch by Program Administrators. Consider Organization Guides as a starting point before making any final decisions about which guides should be active in the program.
  • Think of Program Guides as the ultimate version of the Guides that are currently being utilized and are accessible to all Mentors and Mentees in your program. To ensure that the Guides are visible and available to your program’s Mentors and Mentees, they must be located in the Program Guides tab.

To easily find the Guides you need, use the filters at the top next to “Refine By” and select your preferred category, grade, age group, or program type. To add a MentorHub Guide to Organization Guides or Program Guides, locate the Guide under the MentorHub Guide tab, click the three dots under “Actions” on the right-hand side, and select “Clone”. A copy of the Guide will appear under the Organization Guide tab. Check the box on the Organization Guide tab, and click the “Assign to Program” blue button to make the copy visible and accessible to mentors and mentees in the Program Guides tab. Remember, the Guide must be in the Program Guides tab for it to be visible and accessible to program mentors and mentees.

Creating New Guides

Program Administrators have the ability to create their own Guides tailored specifically for your program. To create a new Guide, simply click on the “New Guide” blue icon located in the top right-hand corner of your screen. A popup will appear with various fields to fill out regarding your new Guide. Choose a catchy and informative title for your Guide under “Title” and provide a brief yet detailed description under “Description”. You can choose a category to place your Guide under by selecting one from the “Category” dropdown, which includes options such as Arts & Culture, Career, Community Engagement, Education & Life Skills, Health & Wellbeing, Recreation & Social Competency, and Relationships. If applicable, choose an age range or target grade under the appropriate dropdown. Under “Points Per Activity”, type in the number of points you want to reward your Mentee with upon completing a specific activity (the max number of points is 10). You can also select a program type (community-based, site-based, virtual) specific to your mentoring program. If your curriculum is evidence-based (there is scientific evidence to directly support its effectiveness), check off “Evidence-Based”. Once you’re done filling out the fields, click on “Add Guide” located at the bottom of the popup. Your newly created Guide will appear under the Organization Guides tab.

Click on the name of your Guide to add the Guide’s first Badge! Badges are awarded to your Mentees once they complete corresponding activities. You can also choose to grant a badge by clicking the “Grant Badge” button if a Mentee has completed all relevant tasks and you decide to award it to them to recognize their effort. Choose a category for your Badge from the dropdown list, give it a name (including a subcategory if you want), choose an icon, provide a description, and click “Add Badge”. To view details about a specific Guide or add more Badges, simply click on the Guide. There will be Badges (with icons) for achievements related to the Guide, along with specific activities that your Mentees need to complete in order to acquire the badge. To add a new Badge to your Guide, click “Add Badge” and fill out the information. To add an activity, type in the “add activity” and press enter bar and hit enter on your keyboard. For example, an activity for the “Relaxation Skills” Badge could be to “practice one deep breathing technique three times”.

Remember, to have the Guide be visible to the program mentors and mentees, be sure to add it to the Program Guide tab! Once completing the above steps, a Guide has been successfully created and is ready for the program!

Assigning Guides to Mentees

Assigning Guides to Mentees is a critical step in helping them achieve their goals. While Mentors usually handle this task, PMs and MSS can also assign Guides from their MentorHub admin accounts. Once Guides are set up for specific programs, they can be assigned to individual mentees from the admin page. To do this, click on the Mentee tab from the Navigation Bar and select the Mentee’s name to view their profile. The “Guides” tab at the top displays the Guides already assigned to the Mentee. To add a new Guide, click the blue “Add Guide” button, and all Guides added for the program will appear. Select the desired Guide by clicking “Assign Guide” under the corresponding tab. If you want to keep a specific Guide at the top, use the pin icon.

To learn more about a Guide or make changes to its details, simply click on the Guide. Here, you can also find Badges and Activities. Additionally, you have the option to “Grant Badge” to your mentee! To add details for each Activity, click on it and choose the corresponding Goal based on what the Mentor or Mentee has assigned. For instance, if a Mentee’s Goal is to “explore my feelings”, then “explore my feelings” would be selected for the Activity “braving big emotions”. You can also assign a due date, provide a brief description, and add comments related to the Activity. If needed, you can unassign a Guide from the main “Guides” section on the Mentee profile by clicking on the three dots and selecting “unassign”. Finally, on the “Goals” tab, you can see a list of Activities associated with each Goal under the corresponding Goal name.

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