Task Delegation (Director away)

1. General Leadership Structure

Effect Exercise Physiology operates with a flat organisational structure, where responsibilities are tiered based on expertise and roles rather than a single acting manager.

• Clinical/Client Matters → Managed by Exercise Physiologists (EPs)

• Scheduling, Admin & Payment Issues → Managed by Reception & Admin Staff

• High-Level Issues (Escalations, External Communications, Business Operations) → Only escalated to the Director if urgent

2. Roles & Responsibilities

A. Receptionist (Primary Contact for Admin & Scheduling)

✅ Handles:

• Booking changes, cancellations, and urgent scheduling adjustments

• Managing incoming calls, emails, and front desk queries

• Payment/invoicing disputes within reasonable limits

❌ Escalates if:

• A client insists on speaking to a senior practitioner about a complaint

• There is a major payment dispute beyond usual processing

B. Exercise Physiologists (Client-Facing)

✅ Handles:

• Client complaints related to their own sessions or care

• Adjustments to treatment plans as needed

• General client concerns

❌ Escalates if:

• The complaint is about another staff member → Directs to Reception/Admin

• A client demands a managerial response → Offers to escalate to a senior EP

C. Senior Administrator / Bookkeeper

✅ Handles:

• Payroll, payments, refunds, and invoicing corrections

• Admin-related decision-making

❌ Escalates if:

• A financial issue needs Director-level approval (e.g., bank authentication)

D. Allied Health Assistant & Virtual Assistant

✅ Handles:

• Supporting EPs with clinical tasks (AHA)

• Processing invoices and remittance (VA)

❌ Escalates if:

• Any task requires decision-making outside their defined role

3. Escalation Process for Common Issues

4. Communication Protocols While Director is Away

📌 Slack for Internal Communication – Used for general updates, troubleshooting, and non-urgent queries.
📌 Phone for Urgent Matters – If the issue is urgent and cannot wait, the Director should be contacted directly.
📌 Email for External Communications – All external business-related matters should be documented via email.

5. Handling Client Complaints in Your Absence

If a client insists on speaking to the manager:

📍 Response: "Whilst our manager is currently on leave, do you wish to speak to one of our more senior practitioners?"

📍 If the complaint is about an EP, reception/admin should document the issue and ensure a senior EP is informed.