Job roles & functions

# Service Call Intake & Dispatch ## Purpose Ensure every service request is captured completely, scheduled with the right technician, and confirmed with the customer — no lost calls, no surprises. ## Scope & Applicability Applies to all incoming service requests by phone, email, or web form. Excludes emergency after-hours calls, which follow the on-call procedure. ## Roles & Responsibilities - **Dispatcher/Coordinator:** captures the request, schedules, confirms, and tracks to completion. - **Technician:** keeps availability current and reports job status. - **Owner/Manager:** handles escalations and pricing exceptions. ## Prerequisites (Tools, Access, Inputs) - Scheduling/field-service system access - Current technician availability and skill list - Standard pricing or estimate guidelines ## Procedure (Step-by-Step) ### Step 1 — Capture the request - Record customer name, address, contact, equipment/problem description, and urgency. - Ask for photos when they would help diagnosis. - **Verify:** all required fields complete before scheduling. ### Step 2 — Triage and schedule - Classify urgency (emergency / this week / routine). - Match the job to a technician with the right skills and parts likelihood. - Offer the customer a arrival window, not an exact minute. - **Verify:** technician acknowledges the assignment. ### Step 3 — Confirm with the customer - Send confirmation with date, window, technician name, and what to expect. - Send a reminder the day before. - **Verify:** customer confirmed; reschedule if not reached. ### Step 4 — Day-of coordination - Notify the customer when the technician is en route. - Monitor job status; re-route if a prior job runs long. - **Verify:** no job sits unassigned or uncommunicated. ### Step 5 — Close the loop - Confirm completion, review the technician's notes, and flag follow-up work. - Queue the invoice and any follow-up appointment. - **Verify:** work order complete with notes and photos. ## Quality Checks & Acceptance Criteria - 100% of requests logged the same day - Customer confirmed before the truck rolls - Work order notes complete before invoicing ## Exceptions & Escalation - No technician available in the promised window → offer the customer options, escalate to the manager. - Emergency with no on-call tech → follow the escalation list; never promise what you can't staff. ## KPIs & Metrics - Schedule adherence, customer notification timeliness, first-time fix rate, callback rate. ## Revision History - v1.0 — Initial best-practice template. Adapt to your workflow before use.

# Daily Opening, Closing & Cash Reconciliation ## Purpose Start every day ready to sell and end it with cash reconciled, the store secure, and discrepancies flagged before they compound. ## Scope & Applicability Applies to each trading day and every register. Online orders follow the fulfillment procedure. ## Roles & Responsibilities - **Supervisor:** owns opening/closing checklists and final reconciliation. - **Cashier/Associate:** counts their drawer at shift start and end. - **Owner:** reviews discrepancies above the set threshold. ## Prerequisites (Tools, Access, Inputs) - POS access with per-drawer reporting - Starting float amount defined by the owner - Safe access limited to authorized staff ## Procedure (Step-by-Step) ### Step 1 — Opening - Walk the floor: lights, temperature, hazards, displays restocked. - Count each drawer's starting float with the cashier; both sign. - **Verify:** float matches the standard amount. ### Step 2 — During the day - Run scheduled stock and tidiness checks. - Log any voids, refunds, or no-sales with a reason. - **Verify:** voids/refunds have supervisor approval. ### Step 3 — Closing count - Count each drawer with the cashier; record the counted total. - Pull the POS expected total for each drawer. - **Verify:** counted vs. expected variance calculated per drawer. ### Step 4 — Reconcile and secure - Investigate variances over the owner-set threshold the same day. - Deposit prepared per banking schedule; store secured per checklist. - **Verify:** reconciliation sheet signed by supervisor. ## Quality Checks & Acceptance Criteria - Every drawer counted twice daily (open + close) - All variances documented with a reason or flagged for review - No cash left unsecured ## Exceptions & Escalation - Variance over threshold → notify the owner the same day; do not adjust records to force a match. - Suspected theft → preserve records and follow the owner's incident process. ## KPIs & Metrics - Cash variance per drawer, void/refund rate, checklist completion. ## Revision History - v1.0 — Initial best-practice template. Adapt to your workflow before use.

# Daily Food Safety & Temperature Checks ## Purpose Keep food safe every shift through documented temperature checks, correct storage rotation, and sanitation — and catch problems while they can still be fixed. ## Scope & Applicability Applies to all food storage, preparation, and holding areas, every shift. **This template supports — and does not replace — a HACCP-based food-safety plan or local health-code requirements.** ## Roles & Responsibilities - **Shift Lead:** performs or assigns checks, reviews logs, orders corrective actions. - **Cooks/Prep:** complete assigned checks and report issues immediately. - **Manager/Owner:** reviews logs weekly and handles repeated failures. ## Prerequisites (Tools, Access, Inputs) - Calibrated thermometers at each station - Temperature log sheets or digital logging - Cleaning and sanitizing supplies per label instructions ## Procedure (Step-by-Step) ### Step 1 — Start of shift - Check and log temperatures of all refrigerators, freezers, and hot-holding units. - Confirm sanitizer concentration and clean towel buckets. - **Verify:** every unit within your set limits; investigate any out-of-range unit before storing food in it. ### Step 2 — Receiving and storage - Check delivery temperatures; reject out-of-range product. - Label and date all items; rotate first in, first out. - **Verify:** raw products stored below and separate from ready-to-eat foods. ### Step 3 — During service - Check holding and cooking temperatures at set intervals per your food-safety plan. - Record corrective actions (reheat, discard) for any miss — never just re-log a passing number. - **Verify:** logs current at every interval. ### Step 4 — End of shift - Final temperature check and log review. - Clean and sanitize surfaces and equipment per schedule. - **Verify:** shift lead signs the completed log. ## Quality Checks & Acceptance Criteria - Logs complete for every unit, every interval, every shift - Corrective actions documented, not hidden - No expired or unlabeled product in storage ## Exceptions & Escalation - Equipment failure → move food to a working unit, tag the unit out, call for repair, document. - Repeated failures → manager reviews process and training, not just the log. ## KPIs & Metrics - Log completion rate, out-of-range incidents, corrective actions, waste from discards. ## Revision History - v1.0 — Initial best-practice template. Confirm against your local health code and food-safety plan before use.

# New Client Intake & Onboarding ## Purpose Start every engagement the same way: complete documents, clear expectations, and a clean handoff — so professionals do billable work, not chasing paperwork. ## Scope & Applicability Applies to every new client engagement after the agreement is signed. Conflict checks and engagement terms happen before this procedure. ## Roles & Responsibilities - **Coordinator:** runs intake, collects documents, schedules kickoff, maintains the client record. - **Responsible professional:** defines scope-specific document needs and leads the kickoff. - **Owner:** approves exceptions to standard terms. ## Prerequisites (Tools, Access, Inputs) - Signed engagement agreement - Intake checklist and document request template - Practice-management / CRM access ## Procedure (Step-by-Step) ### Step 1 — Open the client file - Create the client record from the signed agreement: contacts, scope, deadlines, billing terms. - **Verify:** record complete before any work is scheduled. ### Step 2 — Send the document request - Send the standard request list plus scope-specific items. - Give a clear due date and a secure upload method. - **Verify:** every item received or explicitly waived by the professional. ### Step 3 — Schedule and run kickoff - Schedule within the promised window; send agenda in advance. - Cover scope, timeline, communication cadence, and who to contact for what. - **Verify:** kickoff notes filed in the client record. ### Step 4 — Hand off to delivery - Confirm the professional has everything needed to start. - Set the first deliverable deadline and reminder. - **Verify:** professional confirms readiness; intake marked complete. ## Quality Checks & Acceptance Criteria - No work starts before the file and documents are complete - Kickoff held within the promised window - Client knows their contacts and the communication cadence ## Exceptions & Escalation - Client unresponsive on documents → follow the reminder sequence, then alert the professional before deadlines slip. - Scope questions during intake → route to the responsible professional; the coordinator does not interpret scope. ## KPIs & Metrics - Intake completeness, days from signature to kickoff, document chase count per client. ## Revision History - v1.0 — Initial best-practice template. Adapt to your workflow before use.