30-Day Checkpoint

Overview

The 30-Day Checkpoint for office staff evaluates call handling quality, ServiceTitan proficiency, and escalation knowledge. Conducted by Operations Manager between days 28–32. ## Who Conducts

Operations Manager (the Operations Manager may provide input on day-to-day performance). ## Assessment Format

### Section 1 — Live Call Review

Operations Manager listens to 3 calls handled by the staff member:

- Did they use the approved greeting? - Was the booking completed correctly in ServiceTitan? - Did they handle the call efficiently and professionally? - If an escalation was needed, was it handled correctly? ### Section 2 — ServiceTitan Audit

Review bookings and notes created in the past 30 days:

- Booking accuracy rate (correct job type, customer info, tech assignment)

- Notes logged on every job interaction

- Any data entry errors flagged

### Section 3 — Knowledge Check

Verbal questions:

- What are the 3 most common inbound call types at Spartan? - When do you escalate to Operations Manager? - How do you handle a customer who says a tech damaged their property? - What does Avoca do, and how does it affect your call queue? ### Section 4 — 1:1 Conversation

- How is the staff member adjusting to the role? - Any system or tool support needed? - Comfort level with dispatch operations (coming in Weeks 4–6)? ## Outcomes

| Result | Action |

|--------|--------|

| Passes | Advance to dispatch training on schedule |

| Minor gaps | Coaching plan; weekly check-in |

| Significant gaps | Extended supervised call phase |

## Related SOPs

- Office Onboarding Overview

- 90-Day Performance Review & Certification