SHIFT ALERT GUIDELINES
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Shift Alert Template Guidelines
Shift Alert Template Guidelines
Location: The Shift Alert template can be found in the support email. Make sure all sections are filled out completely before sending the alert. If a customer follows up on a previously sent Shift Alert, search the support email inbox and add the follow-up details to the original alert.
Every Shift Alert is sent to the following individuals:
Site Supervisor (SS)
General Manager (GM)
Jessie
Refer to the Dry Shift List for specific SS and GM contact details by location.
If the Site Supervisor is unavailable, the GM is responsible for forwarding the alert to a substitute.
In cases where relevant, Grants may also need to be CC’d on the alert if the topic requires their input.
Subject: Include the day and time of the lesson, along with a brief description of the requested follow-up.
Example: "Action Needed - Call Back Request" or "Progress Report/PR."
Synopsis: Provide a concise summary of the interaction, focusing on the caller's point of view and the key points discussed. Stick to the facts of the interaction to avoid ambiguity.
Action Needed: Clearly outline any actions required. Indicate whether this is an FYI, Progress Report/PR, Follow-up at next lesson, or call back within 72 hours.
Consider what you promised the parent during the interaction and ensure the action item reflects that commitment. Be as specific as possible to ensure clear communication.
Note: Shift Alerts are generally addressed to the Site. If more staff members are involved in the request, make sure to clarify who is responsible for taking action.
Should this alert be a family note? The general rule of thumb is that if an action is needed, it should be a family note (the exception typically being a progress report request). The subject should include "Action Needed" with a topic and the comment to include who this action item was sent to. Start the comment by stating to whom it was sent. (Sent to Deb)
Should this alert be a shift note? See Shift Notes Tutorial.
When will someone follow up? The Site should follow up with the customer during their next regular lesson. If a callback is needed, set clear expectations with the caller: all callback requests will be completed within 72 hours. This timeline accounts for potential delays due to scheduling conflicts (such as site vs. water shifts), time off, or other factors. Be sure to note in the Action Needed section that this expectation has been communicated to the caller.
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