Agency Contact SOP #

Introduction #

For team members, knowing who to contact within our agency for a specific topic is critical to being a successful agency. If a team member knows who to contact and when, it saves time, money, and resources.
*Use the Team Directory for names, department, position, etc.

Protocol #

Contact using Slack, email, phone, text or whatever you’re most comfortable with. The primary way of communication within our agency is through Slack or email. Be informed that when you ask questions on Slack, it may take some time for a team member to reply depending on their day. If you have an urgent message, call, text or send a message via WhatsApp. WhatsApp is our preferred method of emergency communication, however, a phone call is best.

Before Asking Questions to Your Superior: #

The Problem Solving Protocol –

Agency Contact Flow #

It’s essential to follow the chain of command. We have a system to ensure all inquiries are addressed quickly and efficiently.

Human Resource #

Domestic & Non-domestic employees (or contractors) should contact Mel for higher-level HR issues such as pay or benefits. For anything related to attendance, sick leave, or essential questions, team members should go to Mai. Mel and Mai work together to ensure all team members get what they need when required.

Note: if you call in sick, please follow the contact flow; support notify team leaders and Mai, team leaders notify Jonelle and Mai.

Application Support #

From time to time, you may experience an issue or have a request with one of the many applications our organization utilizes on a regular basis. Potential examples of this include being unable to sign into a certain application, or if you are having issues adding support staff personnel to a specific platform or if you need an adjustment made on reporting. In this case, please contact Pee Jay via slack channel #team-operations-systems-applications-support. Note: Pee Jay’s role is Intake Specialist and Operation Application Support. Applications include but are not limited to Agency Analytics, Callrail, Slack, Teamwork, Desk, etc.

Support (Including Websites) #

You can follow up on tickets by using the notes section on a ticket (See completing a ticket point 5) or by using the Slack channel #team-ticketing-tw-desk. When using the Slack channel, please remember to include your ticket number in your communication. For emergency support, use the “Emergency Support” contact (see team directory line 51 to find contact information for “Emergency Support” if you have not already done so. Add to WhatsApp).

Director of Agency Services #

Jonelle Rivera is the Director of Agency Services. You should contact him should you have any issues related to service, internal department issues, ideas, problems or anything related to you and your department if it cannot be resolved by your team leader. If anything needs to be escalated to one or all of the partners, Jonelle will do that. For questions or any topics that do not need to be answered right away, you can go to his assistant Nicole Vallar and she will add your question/topic to Jonelle’s agenda. You can contact her by directly messaging her in Slack (@nicole). Jonelle and his marketing assistant meet daily. If it’s urgent, please tag both, Jonelle and Nicole.

Ideas, issues, feedback, personal or other: If you are experiencing problems with a person or a department protocol, or anything you feel is relevant, the protocol should be to draft a brief. Draft a brief, share it with Jonelle, and he will set up a meeting to further discuss.

Team Leaders #

Specialist and support team members should contact their team leaders directly.

Ideas, issues, feedback, personal or other: If you are experiencing problems with a person or a department protocol, or anything you feel is relevant, the protocol should be to draft a brief. Draft a brief, share it with your team leader, and they will set up a meeting to further discuss and or share your brief with Jonelle.

Josh/Sales #

If there are any requests or questions related to sales you can go directly to Josh. Josh works best using texts and calls. For questions that do not need to be answered right away, you can go to his assistant Cristianna Duvall and she will add your question to Josh’s agenda. You can contact her by using the slack channel #team-marketingassitant or DM her. Josh and his marketing assistant meet daily. You can use the slack channel #team-marketingassitant.

Andy #

If you need to contact Andy please reach out to Al and provide your request. Al will add your request to Andys daily agenda and ensure it is addressed.

Note: when creating a ticket that involves Andy, please add AL to the ticket as well as she will be managing Andy’s tickets and will ensure he is able to interact with tickets in a timely manner.

Note: Unless it’s a ticket, Andys contact protocol does not apply to the Client Success Management department. CSM’s should contact Andy directly or add your questions to the Client Success Management – Agenda. If it’s a client issue, please go to Jonelle first before looping in Andy so that he is aware of the issue. Oftentimes, Jonelle can help you solve said issues faster. If the matter is urgent or high priority use WhatsApp/text and if it’s med to low priority please DM via Slack.

Vince #

Unless you are on the PPC team, you should go directly to Barb for everything related to Vince. Barb is Vince’s assistant and will ensure he receives messages or schedules of meetings. If Vince needs to contact you directly, he or Barb will contact you to set up a time. If something is really urgent, he may reach out via text, whatsapp or phone.

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