90-Day Performance Review & Certification

Overview

The 90-Day Review is the final onboarding checkpoint for office staff. A staff member who passes is fully certified for independent operation across all core office functions. Conducted by Josh Ferguson with Operations Manager.

Who Conducts

Josh Ferguson with Operations Manager. Documented and signed.

Assessment Format

Section 1 — Full Performance Metrics

Operations Manager prepares a summary of the past 30 days:

• Average calls handled per day
• Booking accuracy rate (target: 95%+)
• Escalations handled (trending down from Week 1)
• Dispatch board management quality
• ServiceTitan note completion rate
• Any customer complaints attributable to booking or dispatch errors

Section 2 — Live Observation (Optional)

If Josh wants to observe, Operations Manager arranges for Josh to listen to 2 live calls during the review week.

Section 3 — Systems Proficiency Verification

Staff member demonstrates in ServiceTitan:

• Book a new job from scratch
• Reschedule and add notes to an existing job
• Run a basic dispatch board review
• Pull a customer's history

Section 4 — Escalation and Policy Knowledge

• Escalation decision tree — can the staff member explain it accurately?
• Key policies relevant to office staff: Cell Phone Policy, Attendance, Confidentiality

Section 5 — Compensation & Development Review

• Confirm pay setup in Paylocity
• Discuss growth path (lead CSR, dispatch specialist, billing)
• Set 6-month goals

Completion

Staff member is certified as fully independent office staff. No longer requires check-ins on standard tasks. Assigned full responsibilities per their job description.

Related SOPs

• 30-Day Checkpoint (Office)
• Performance Review Process (Phase 5)