Your step-by-step operating playbook.
Proposed public template for client review, not approved internal policy. Keep incoming calls, service requests, dispatch schedules and field-team records coordinated through approved workflows. Immediately escalate urgent, safety-related or unresolved requests; do not independently decide service suitability or safety responses.
The complete SOP is visible below—no download or extra click required. Tailor the selected duties, training, tools and approval limits with your team before work starts.
Complete task & responsibility scope.
Coordinate approved dispatch workflows and immediately escalate urgent, safety-related or unresolved service requests.
Select the duties relevant to your business at kickoff. Extended duties require suitable training, supervisor approval and scoped access; this list does not automatically authorize clinical, legal, licensed or financial decisions.
- Answer and route incoming calls
- Record service requests
- Coordinate dispatch schedules
- Maintain call and job records
- Call log with routing outcome and follow-up owner
- Service request with verified contact, location and requested work
- Dispatch schedule showing authorized assignments and acknowledged changes
- Job records with source-attributed status updates
- Unresolved-request handover with escalation owner and next action
01 / Deliverables, ownership & kickoff
What you receive
- Call log with routing outcome and follow-up owner
- Service request with verified contact, location and requested work
- Dispatch schedule showing authorized assignments and acknowledged changes
- Job records with source-attributed status updates
- Unresolved-request handover with escalation owner and next action
Who owns what
Assistant
- Answer and route calls using approved scripts and contact paths.
- Record requests and coordinate schedules within documented dispatch permissions.
- Maintain traceable records and immediately escalate urgent or unresolved requests.
Client owner
- Approve service boundaries, dispatch authority, scripts and escalation contacts.
- Resolve capacity conflicts and authorize exceptions or customer commitments.
- Retain budgets, purchases, payments and professional service decisions.
VSI coordinator or agreed Team Lead
- Confirm training and readiness against the agreed dispatch checklist.
- Review record samples and coach call-handling or coordination gaps.
- Coordinate coverage and raise blockers without overriding client authority.
Confirm before work starts
- Approve service categories, coverage areas and mandatory request fields.
- Identify dispatch approvers, field contacts and escalation backups.
- Document urgent and safety-related routing instructions without assistant diagnosis.
- Confirm field availability, assignment rules and calendar time zones.
- Approve greeting, transfer, callback and schedule-change wording.
- Provision individual accounts with minimum necessary permissions; test sample records.
- Agree reporting cadence, quality targets and job-status definitions.
02 / Skills, systems & approved access
Skills and qualifications
- Clear phone communication
- Scheduling and routing
- Accurate recordkeeping
- Call routing and handoff communication
- Calendar conflict checking
Verify the capability—not just the résumé
- Clear phone communication
- Role-play an unclear request; obtain facts and read back contact details.
- Call routing and handoff communication
- Practice transferring a simulated urgent call with context and fallback routing.
- Scheduling and routing
- Match sample requests to approved coverage, availability and assignment rules.
- Calendar conflict checking
- Find overlapping sample jobs and hold changes for required approval.
- Accurate recordkeeping
- Reconcile a sample call, request and job without losing timestamps or ownership.
Tools and systems
Use client-approved tools and individual role-based accounts. Examples are options, not claims that an integration or subscription is included. Never share credentials in chat.
- Dispatch or field-service system
- Business phone platform
- Shared job calendar
- Client-approved dispatch or field-service system
- Client-approved business phone platform
- Client-approved shared job calendar
How access supports the procedure
Client-approved dispatch or field-service system
Use: Record requests, assignments, status sources and escalation notes.
Access: Individual account; only approved job and scheduling permissions.
Client-approved business phone platform
Use: Receive calls, route inquiries and document permitted callbacks.
Access: Approved queues and contact permissions; no assumed recording access.
Client-approved shared job calendar
Use: Check availability and display authorized dispatch changes.
Access: Restricted calendar access; no automatically enabled integrations.
03 / Incoming call to recorded service request
Start when: An incoming call enters the assigned queue.
What you need
- Approved call script and routing directory
- Mandatory request fields and escalation instructions
- Caller-provided details and existing request reference
How to complete the work
- Use the approved greeting; check whether an existing request matches.
- Capture callback number, service location, requested work and caller-stated urgency; verify by readback.
- Immediately route urgent or safety-related information through client instructions; record facts without diagnosis.
- Create or update the request with timestamp, source and missing details; avoid duplicate jobs.
- Route routine inquiries to the authorized contact; record transfer success or unsuccessful contact.
- Explain only approved next steps; record the responsible owner and any authorized callback.
Request and call are linked; routing outcome and next owner are recorded.
If something is missing or outside scope: Escalate unresolved calls immediately; flag missing location or contact details before dispatch.
04 / Service request to authorized dispatch schedule
Start when: A recorded request is ready for dispatch coordination.
What you need
- Verified request and client-approved priority
- Field availability and coverage rules
- Dispatch permissions and current job calendar
How to complete the work
- Check required details, service coverage and authorization; hold incomplete requests.
- Compare eligible field-team availability against existing jobs and approved scheduling constraints.
- Prepare a proposed assignment and slot; identify overlaps or unavailable capacity.
- Obtain client authorization where required; otherwise use only documented delegated assignment authority.
- Record the authorized assignment in dispatch and calendar records; relay approved details to the field contact.
- Record field acknowledgment and communicate only the authorized appointment wording; flag unacknowledged assignments.
Authorized assignment, calendar entry and field acknowledgment agree; pending confirmations remain visible.
If something is missing or outside scope: Immediately escalate unresolved conflicts, unavailable teams or safety concerns; never promise unapproved arrival times.
05 / Job update reconciliation and unresolved handover
Start when: A field update, schedule change or handover review occurs.
What you need
- Call log and linked job records
- Field updates with source and timestamp
- Current schedule and open escalation list
How to complete the work
- Match the update to the correct job; verify source, timestamp and permitted status terminology.
- Compare dispatch and calendar entries; mark conflicting or unsupported information for confirmation.
- Prepare schedule corrections for required client approval before execution; preserve previous-entry history.
- Apply authorized changes and record who approved them; relay changes through approved contact channels.
- Record reported job status without inferring completion from silence; link relevant call outcomes.
- List remaining requests, owners and next actions; immediately escalate unresolved items and record handover acknowledgment.
Records reconcile or discrepancies have named owners; completion status has an identified source.
If something is missing or outside scope: Escalate disputed completion, unreachable contacts and unconfirmed changes; retain open status pending resolution.
06 / Daily rhythm, quality & reporting
Daily routine for this role
- Review assigned queues, availability and unresolved handovers.
- Check new requests for missing contact or location details.
- Monitor authorized assignments for field acknowledgment and conflicts.
- Reconcile call outcomes with job and calendar records.
- Send handover notes with unresolved owners and next actions.
Weekly review
- Review sampled calls and request records with the coordinator.
- Discuss recurring scheduling conflicts with the client owner.
- Confirm routing contacts, scripts and permission changes with client approval.
Quality checks and measures
Agree review standards with the client. Example measures are not guaranteed service levels.
Request completeness
Review standard: Agree a target for required fields verified before assignment.
Evidence: Sampled requests and documented missing-field holds.
Schedule consistency
Review standard: Agree a target for matching job and calendar entries.
Evidence: Reconciliation sample with mismatch counts.
Assignment acknowledgment
Review standard: Agree a target for recorded field acknowledgments.
Evidence: Assigned jobs showing confirmation or escalation.
Escalation traceability
Review standard: Agree a target for owner, timestamp and outcome completeness.
Evidence: Escalation log checked against relevant call records.
Reporting and handoff
Cadence: Propose daily handover and weekly review; agree timing with the client.
- Calls answered and routed
- Requests created or updated
- Authorized dispatch assignments
- Pending field acknowledgments
- Schedule conflicts and changes
- Urgent and unresolved escalations
- Next actions and responsible owners
07 / Approval limits & escalation
Decisions that need approval
- Use client-approved systems only; examples do not promise integrations.
- Separate proposed changes, client authorization and recorded execution.
- Retain client control of spending, payments, filings and licensed or professional decisions.
- Use approved callback permissions and scripts; record and respect opt-outs.
- Use individual access; avoid unnecessary personal details in handovers.
What to do when work cannot proceed
Urgent or safety-related request
Action: Immediately follow approved escalation instructions and record routing outcome.
Owner: Client-designated urgent contact
No capacity or conflicting assignments
Action: Hold unsupported commitments; submit available options for authorization.
Owner: Client dispatch approver
Unresolved request or unreachable field contact
Action: Immediately notify the designated owner; use the approved backup path.
Owner: Client owner or designated backup
System access or recordkeeping blocker
Action: Stop affected updates; report the blocker without sharing credentials.
Owner: VSI coordinator with client system owner
Name the owner and backup, agree response windows and permissions, and record client sign-off at kickoff. Revisit the SOP whenever scope or access changes.