01

Open unlikely.xxx each morning. Your dashboard is role-filtered — Dustin and Jacob see different priority queues.

  • Scheduled inspections (today + this week)
  • Pending schedule change requests
  • Revenue: potential today/week vs. actual MTD/YTD
  • Open RFIs & responded RFIs awaiting action
  • Cert/invoice approval queue (items Jacob drafted)
  • Post-production review queue
  • Portal messages
  • Scheduled inspections (today + this week)
  • Pending schedule change requests
  • Open RFIs & responded RFIs
  • Projects ready to draft cert / draft invoice
  • Post-production review queue (primary action queue)
  • Portal messages
02New Project Intake Approval
Scheduler submits new project via portal
↓
Submission appears in Jacob’s intake approval queue
↓
Jacob reviews: permits, plans, SOW complete?
↓
Yes
Approve — project created in SmartSuite
No / Incomplete
Agent RFI sent to Scheduler for missing items
03Schedule Change & Cancellation Approval
Client Scheduler requests change via portal
↓
Request type: Reschedule · Cancel Inspection · Add · Hold · Cancel Project
↓
Rush? (Less than 24 hrs = rush fee auto-flag)
↓
Request appears in admin approval queue
↓
Dustin or Jacob: Approve / Deny / Modify?
↓
Approve
Calendar updated, Scheduler notified
Deny
Scheduler notified with reason
Modify
Counter-proposal sent to Scheduler
04Post-Inspection → Certification → Invoice Pipeline
SLA Cert + invoice within 3 business days of final inspection. Clock resets on each RFI fulfillment.
Darius completes field inspection (via WhatsApp)
↓
Project status → Ready for Review
↓
Appears in Jacob’s Post-Production Review Queue
↓
Jacob reviews: photos, SOW data, drive logs complete?
↓
Missing Items
Send Agent RFI (drive logs, photos, clarifications)
↓
SLA clock pauses until RFI fulfilled
↓
RFI fulfilled → clock restarts → return to review
Complete
Jacob drafts certification package
↓
Jacob drafts invoice
↓
Both enter Dustin’s Final Approval Queue
↓
Dustin: Approve or kick back?
↓
Approve
Cert + Invoice delivered to client
↓
Project → Certified
Kick Back
Returns to Jacob with notes
05RFI Management

Agent RFI (UP → Client)

Jacob or Dustin creates RFI
↓
Tied to project + specific product/SOW line
↓
Scheduler/Triage receives in portal
↓
Escalation cadence: Day 1 → 3 → 5 → 7+
↓
Client responds with requested items
↓
Admin reviews response → Resolve

Client RFI (Client → UP)

Scheduler or Asst. creates RFI
↓
Appears in admin RFI queue
↓
Jacob or Dustin responds
↓
Resolved
0645-Day Triage Transfer
Project reaches 45+ days since inspection
↓
System auto-transfers project to Triage Team
↓
Scheduler & Sched. Asst. lose portal access to project
↓
GOA retains full visibility (always sees all branch projects)
↓
Triage team works project to close-out
↓
Invoice routes to originating branch GOA
Dashboard Admin dashboard shows triage counts (in/out by day, month, year) per branch.
07Escalation Handling
Any stakeholder triggers escalation on a project
↓
Instant notification to responsible parties
↓
Threaded message channel opens (project-scoped)
↓
Can resolve via messages?
↓
Yes
Resolve in thread → log to audit trail
No
Generate meeting link → call to resolve
Limit Max 5 escalations per project. All activity logged to Comm Log + audit trail.
08Payment Reconciliation
Corporate sends EFT payout email
↓
System parses payout data → matches to open invoices
↓
Jacob reviews matches — all accurate?
↓
Confirmed
Invoices marked paid → project status updated
Discrepancy
Flagged for Jacob to investigate
Ownership Jacob owns day-to-day reconciliation. Dustin has full visibility.
09Permission Matrix
ActionDustinJacob
Approve new project intake✓✓
Approve schedule changes✓✓
Draft cert package✓✓
Draft invoice✓✓
Final approval (cert + invoice)✓—
Create / respond to RFIs✓✓
Handle escalations✓✓
Payment reconciliationVisibilityOwns
User management✓—
System configuration✓—