Welcome to Unlikely Professionals. This guide covers everything you need to know as a Scheduling Assistant working in the portal.
What We Do
Unlikely Professionals performs building code compliance inspections across Maryland, Washington D.C., and Virginia, primarily focused on structural foundation and water management systems. When a builder constructs or renovates a home, local building codes require third-party verification that the structure meets foundation, waterproofing, drainage, and structural integrity standards. That is us. We inspect the work, certify compliance, and deliver the paperwork the builder needs to close permits.
What the Portal Is
The portal is a custom-built web application that manages every project from the moment a client submits it to the moment they receive their certification package. It replaces spreadsheets, email chains, and manual tracking. Everything — scheduling, inspections, reviews, certifications, invoicing — flows through the portal.
Behind the portal sits SmartSuite (the project database), a FastAPI backend (the engine), and Supabase (a mirror for reporting). You do not need to interact with any of these directly. The portal is your interface to all of it.
Your Role: Scheduling Assistant
As a Scheduling Assistant (scheduler_assistant), you support your scheduler with the day-to-day administrative work that keeps projects moving. Here is what that means practically:
- Support role: You help your scheduler manage incoming projects, schedule changes, and client communications for your branch.
- Project submitter: You can submit new projects through the Intake wizard, just like a scheduler.
- Schedule coordinator: You can view the calendar and submit schedule change requests (but not approve them).
- RFI responder: You respond to Agent RFIs sent by the admin team when they need information from your side.
- Cert emailer: You can send certification emails to contacts on behalf of the branch.
- Escalation handler: You can create and participate in escalations on projects.
The Big Picture
Every project follows this general path. Understanding where you fit in is the single most important thing to internalize:
Accessing the Portal
Open your browser and go to unlikely.report. This is the scheduling assistant domain. Log in with the credentials provided to you.
unlikely.report is for the scheduling assistant role. Other domains exist for other roles (admin, owner, scheduler, triage, GOA). You should only ever use unlikely.report.
Your Dashboard
After login, you land on your dashboard. It is role-filtered and branch-scoped — you only see what matters to your role and your branch. Here is what each section means:
| Dashboard Section | What It Shows | Why It Matters |
|---|---|---|
| This Week | Inspections scheduled for the current week in your branch | Gives you an overview of upcoming field activity so you can prepare and coordinate |
| Schedule Changes | Pending schedule change requests you or the scheduler have submitted | Track the status of reschedules, cancellations, and hold requests |
| Agent RFIs | RFIs from the admin team that need your response | Unanswered RFIs block projects from moving forward — respond promptly |
| Recent Projects | The latest projects for your branch | Quick access to projects you recently submitted or that recently had activity |
Morning Numbers to Check
Every morning, glance at these numbers before doing anything else:
- Agent RFI count — Any RFIs waiting for your response? These are your highest priority.
- Schedule changes count — Any pending requests? Were any denied that need a new approach?
- This week’s inspections — What is coming up? Is there anything you need to coordinate or prepare for?
- Recent projects — Any status changes overnight? Any new activity on projects you submitted?
Work through these in order every morning. This priority sequence ensures nothing gets stuck and your scheduler has the support they need.
Agent RFIs are requests from the admin team (Jacob) for missing information on projects in your branch. These are your absolute top priority because an unanswered RFI stops a project from being certified and delivered.
What to Do
- Open the RFIs page from the sidebar (Field Ops → RFIs)
- Review each open RFI — read exactly what is being requested
- Gather the requested information (photos, permit numbers, measurements, clarifications)
- Respond directly in the portal with the requested data
Open the Calendar to see what inspections are scheduled for today and this week. Verify that everything looks correct and flag any issues to your scheduler.
What to Look For
- Today’s inspections: Are sites ready? Any last-minute client communications needed?
- This week’s outlook: Anything that needs coordination or preparation?
- Schedule change statuses: Were any of your recent requests approved or denied?
Check with your scheduler to see if there are new projects that need to be submitted through the Intake wizard. You can submit projects exactly the same way a scheduler does.
- Gather the required information: address, account, SOW items, permit info, and any supporting documents
- Submit via the Intake wizard (see Section 04 for the full walkthrough)
- Monitor the submission status — was it approved or rejected?
- If rejected, read the rejection reason and correct the submission
Check the Escalations page for any active escalations on your branch’s projects. If there is an open escalation thread, read it and provide any information requested.
Daily Priority Flow
One of your key responsibilities is submitting new projects through the Intake wizard. You have the same intake capabilities as a scheduler. Nothing enters the system until the admin team approves it, so accuracy in your submission saves everyone time.
The Intake Wizard — 5 Steps
The Intake wizard walks you through a structured 5-step process. Each step must be completed before moving to the next.
| Step | Screen | What You Enter |
|---|---|---|
| 1 | Project Details | Street address, city, state, zip code. The system checks for duplicate addresses automatically. |
| 2 | Account & Branch | Select the client account and branch. As an assistant, your branch is pre-selected. |
| 3 | Scope of Work | Select the products/services to be inspected. These come from the ABSoW (Account-Branch Scope of Work) — the available options are pre-configured for your branch. |
| 4 | Stage & Review | Select the stage (in-production or post-production) and the review type (desk or field). This determines how the project flows after approval. |
| 5 | Documents & Submit | Attach permits, plans, and supporting documents. Add any notes for the admin team. Submit for approval. |
Stage & Review Type
Stage
- In-production: The construction is still underway. Inspection happens during the build process.
- Post-production: Construction is complete. Inspection happens after the fact.
Review Type
- Field review: Requires an on-site inspection visit. This is the most common type.
- Desk review: Can be evaluated from submitted documents and photos alone. No site visit needed.
The Submission Flow
Viewing the Calendar
The Calendar page shows all scheduled inspections for your branch. It is a FullCalendar-based view that supports day, week, and month layouts.
- Day view: See exactly what is happening today — useful for coordinating with the field inspector.
- Week view: Your primary planning view. See the week’s inspection schedule at a glance.
- Month view: High-level overview for capacity planning and spotting gaps.
What Each Calendar Entry Shows
| Field | What It Tells You |
|---|---|
| Address | The project location for this inspection |
| Time | The scheduled inspection window |
| Status color | Visual indicator of the project’s current status |
| Inspector | Who is assigned to perform the inspection |
Coordinating with Your Scheduler
You cannot directly schedule inspections — that is the scheduler’s responsibility. However, you play a supporting role:
- Verify that sites are ready for inspection by confirming with the client
- Flag any issues (site not ready, access problems, weather concerns) to your scheduler
- Submit schedule change requests when the client asks for a reschedule or cancellation (see Section 06)
- Monitor the calendar for gaps or conflicts and alert your scheduler
When a client needs to change their inspection schedule, you submit a schedule change request through the portal. The admin team reviews and approves or denies these requests. You can submit schedule change requests, but you cannot approve them.
Request Types
| Type | When to Use | What You Provide |
|---|---|---|
| Reschedule | Client wants a different inspection date | New preferred date and reason for the change |
| Cancel Inspection | Client wants to cancel a specific visit | Reason for cancellation |
| Add Inspection | Client needs an additional inspection visit | Preferred date and reason (additional work, re-inspection, etc.) |
| Hold | Client wants to pause the project temporarily | Reason and expected resume timeline if known |
| Cancel Project | Client wants to cancel the entire project | Reason for cancellation — use the Cancel Project page in the sidebar |
Submitting a Schedule Change
Cancelling a Project
Project cancellations are handled separately through the Cancel Project page in the Schedule section of the sidebar. This is a more significant action than cancelling a single inspection visit.
- Navigate to Schedule → Cancel Project
- Select the project to cancel
- Provide a detailed reason for the cancellation
- Submit — the admin team reviews and processes the cancellation
The Projects page gives you a searchable, filterable list of all projects in your branch. This is your reference page — where you go when you need to look up a project, check a status, or provide information to a client who calls.
Searching
- By address: Type part of the street address. The search is fuzzy — it will find partial matches.
- By project ID: If you have the project ID, enter it directly for an exact match.
- By account: Filter to see all projects for your client account.
Filtering & Sorting
- By status: Filter to show only projects in a specific status (e.g., all Scheduled projects).
- By date: Sort by inspection date, creation date, or last modified.
Project Statuses
Projects move through these statuses. You will see these throughout the portal:
| Status | What It Means |
|---|---|
| Intake | Just submitted, awaiting admin approval |
| Scheduled | Inspection date is set, waiting for field visit |
| In Progress | Field inspector is currently working on it |
| Partially Inspected | Some inspection items done, more visits needed |
| Field Complete | All field work done — with the admin team for review |
| Ready for Cert | Reviewed and ready for cert/invoice drafting |
| Certified | Cert package generated and approved — ready for delivery |
| Delivered | Cert + invoice sent to client — project is done |
| On Hold | Paused — in the Holding Pool |
| Pending RFI | Blocked on an open RFI — someone needs to respond |
| Cancelled | Project was cancelled before completion |
| Closed | Fully complete, paid, and closed out |
| Archived | Old project moved to long-term storage |
The Holding Pool
The Holding Pool contains projects that have been placed on hold. This happens when:
- A client requests a pause (they are not ready for the inspection yet)
- A project is waiting for account assignment or additional information
- There is a dependency that needs to be resolved before the project can proceed
Projects in the Holding Pool are not forgotten — they still show up in your view — but they are not in the active workflow. Think of it as a parking lot for projects that are temporarily paused.
When Projects Go on Hold
Desk Review
The Desk Review page shows projects that are undergoing a post-production, office-based review. Unlike a field review (which requires an on-site inspection), desk review projects are evaluated entirely from submitted documentation.
When a project’s intake is marked as post-production stage with desk review type, it follows a streamlined path:
- No field inspection needed — the construction is already complete
- The admin team reviews the submitted documentation (plans, photos, test results)
- If data is missing, you may receive an Agent RFI requesting the missing items
- If everything checks out, the project proceeds directly to cert/invoice drafting
RFIs (Requests for Information) and escalations are the two communication tools built into the portal. Understanding when and how to use each one is essential.
Agent RFIs — Responding to the Admin Team
Agent RFIs are requests sent to you by the admin team (Jacob). They need specific information to complete a project’s certification. When you receive one, the project’s SLA clock is paused — meaning the faster you respond, the faster the project gets delivered.
Common Agent RFI Requests
| Request Type | What They Need | Where to Find It |
|---|---|---|
| Missing photos | Specific construction photos that were not in the field report | Contact the client or check project files |
| Permit information | Permit number, issuing jurisdiction, or permit document | The client’s records or the local permitting office |
| SOW clarification | Quantity discrepancies or unclear scope items | Verify with the client what was actually built/installed |
| Test results | PSI readings, torque values, or other measurement data | Field team records or client-provided documentation |
| Plan documents | Construction plans, engineering drawings | The client’s project files |
How to Respond to an Agent RFI
Client RFIs — Requesting Information from the Admin Team
You can also create Client RFIs when you need information from the admin team. Common situations:
- Client asking about the status of their certification
- Questions about inspection results
- Billing or invoice clarifications
- Questions about what was found during inspection
To create a Client RFI, navigate to Field Ops → RFIs and use the create function. Specify the project and describe what you need. The admin team will see it in their RFI queue and respond.
Escalations
Escalations are for when normal communication channels (RFIs) are not resolving an issue. Use them sparingly — they are a strong signal that something is wrong.
One of your unique capabilities as a scheduling assistant is the ability to send certification emails to contacts. This is a Phase 3B feature that allows you to email cert links directly from the portal.
When Certs Are Ready
After the admin team drafts a certification package and the owner approves it, the project reaches Certified status. At that point, the cert is ready to be delivered to the client contact.
Sending a Cert Email
What the Email Contains
- Cert link: A link to the certification package (PDF) for the project
- Project details: Address, project ID, and scope summary
- Contact information: Sent to the contact associated with the project’s account and branch
This is one of the most important system rules to understand. It directly affects what you can and cannot see in the portal.
What It Is
If a project sits for more than 45 days after its last inspection without being certified and delivered, it automatically transfers to the Triage Team. When this happens, you and your scheduler lose access to the project in your normal views.
Why It Exists
Projects that sit too long become problematic — data goes stale, clients get frustrated, and revenue does not get collected. The 45-day rule is the system’s way of escalating stuck projects so they get resolved.
What Happens at 45 Days
How to Prevent Triage Transfers
| Prevention | How |
|---|---|
| Respond to RFIs promptly | The most common reason projects stall is an unanswered RFI. Respond within 24 hours when possible. |
| Follow up with clients | If you submitted a project and it seems stuck, check on it. Is the site ready? Is there missing information? |
| Communicate with your scheduler | If you see a project approaching 30+ days with no movement, flag it to your scheduler immediately. |
| Watch for Pending RFI projects | These are actively blocked. If the RFI is addressed to you, respond immediately. |
Before you log off each day, run through this checklist. It takes 5 minutes and prevents things from slipping through the cracks overnight.
| # | Check | Why |
|---|---|---|
| 1 | All Agent RFIs responded to — no open RFIs waiting for your input | Unanswered RFIs block projects and start the escalation clock. Responding before EOD prevents overnight escalation. |
| 2 | Schedule change status — check if any requests were approved or denied today | If a request was denied, you may need to communicate with the client or submit a revised request tomorrow. |
| 3 | Tomorrow’s inspections — glance at the Calendar for tomorrow | Are any sites potentially not ready? Flag issues to your scheduler now rather than in the morning. |
| 4 | Pending intake submissions — any rejections you have not yet addressed? | A rejected intake sitting overnight means the project loses another day. Fix and resubmit if possible. |
| 5 | Escalation threads — any active escalations you have not responded to? | Escalations are high-priority. Unresponsive participants reflect poorly on your branch. |
| 6 | Cert emails — any certs ready to send that you have not sent yet? | A cert sitting unsent is a delivery delay. Send before you leave if possible. |
| Term | Definition |
|---|---|
| SOW | Scope of Work. The list of specific inspection items for a project. Each SOW line is a product/service that gets inspected and billed. Example: “Blower Door Test × 1” or “Insulation Inspection × 3 units.” |
| ABSoW | Account-Branch Scope of Work. The standard SOW template for your account and branch. Defines what products/services are available when you submit intake. Individual project SOWs are derived from the ABSoW. |
| PSoW | Project Scope of Work. The specific SOW for an individual project — what is actually being inspected on this particular job. |
| RFI | Request for Information. A formal request for missing data. Agent RFIs come from the admin team to you. Client RFIs go from you to the admin team. Agent RFIs pause the SLA clock while open. |
| SLA | Service Level Agreement. The commitment to deliver cert + invoice within 3 business days of final inspection. Tracked automatically. RFI response time directly affects SLA performance. |
| Cert Package | The certification document(s) delivered to the client confirming their project meets building code requirements. Generated as PDF. You can send these via email to contacts. |
| Branch | A subdivision of a client account. Your portal access is scoped to your branch — you only see projects within your branch. Large builders may have multiple branches (e.g., “Valley Park” and “Mount Pleasant” under the same account). |
| Account | A client company. Each account can have one or more branches. Your branch belongs to an account. |
| GOA | General Office Admin. Your client-side branch manager. Has broader visibility than schedulers and assistants. Receives invoices and escalation notifications. Retains access when projects transfer to triage. |
| Scheduler | Your direct lead on the client side. Manages the branch calendar, approves schedule changes, and oversees day-to-day scheduling operations. You support this person. |
| Triage | Projects that exceeded the 45-day threshold. Handled by a dedicated triage team to close out. You lose access when a project transfers to triage. |
| Trip Charge | A fee charged when the field inspector arrives on site but cannot complete the inspection (e.g., site not ready, late cancellation). Tracked and invoiced separately. |
| Rush Flag | Automatically applied to schedule changes made with less than 24 hours’ notice. May trigger additional fees. |
| Desk Review | A post-production review performed entirely from submitted documentation (no field visit needed). Faster path to certification when the construction is already complete. |
| Holding Pool | The queue of paused projects. Projects go here when a Hold request is approved. They stay until the hold reason is resolved. |
| Escalation | A high-priority communication channel opened on a project when normal RFIs are not resolving an issue. Notifies all responsible parties instantly. Maximum 5 per project. |
Portal Access
| Item | Value |
|---|---|
| Your portal URL | unlikely.report |
| Your role | scheduler_assistant |
| Scope | Branch-scoped (you only see your branch’s projects) |
| Login | Credentials provided by your scheduler or admin |
What You Can and Cannot Do
You Can
- Submit new projects via Intake
- View the Calendar (your branch)
- Submit schedule change requests
- Submit project cancellation requests
- View projects (read-only)
- View the Holding Pool
- View the Desk Review queue
- Respond to Agent RFIs
- Create Client RFIs
- Create and participate in escalations
- Send cert emails to contacts
- Search for any project (bypasses 45-day filter)
You Cannot
- Edit project records (read-only access)
- Approve schedule change requests
- Approve intake submissions
- Draft or approve certifications
- Draft or approve invoices
- See projects outside your branch
- Access projects that transferred to triage (except via search)
- Return projects from the Holding Pool
Who to Contact
| Situation | Contact | Method |
|---|---|---|
| Need to schedule or reschedule an inspection | Your Scheduler | Direct communication + schedule change request in portal |
| Responding to a request for missing data | Admin Team (Jacob) | Agent RFI response in portal |
| Question about cert status or inspection results | Admin Team (Jacob) | Client RFI via portal |
| Branch-level issue or billing question | GOA (branch manager) | Direct communication or escalation via portal |
| Issue that RFIs cannot resolve | All parties | Escalation via portal |
| Portal access problem or system issue | Dustin (Owner) | Direct message via your scheduler |
Daily Priority Order
- Respond to all open Agent RFIs
- Review and respond to active escalations
- Check schedule change request statuses
- Review the Calendar for today and tomorrow
- Submit any new intake requests
- Send pending cert emails
- Check for rejected intake submissions and resubmit
Key Thresholds
| Threshold | Value | What Happens |
|---|---|---|
| Cert + invoice SLA | 3 biz days | After final inspection — clock pauses during open RFIs |
| Triage transfer | 45 days | Auto-transfer to triage team — you lose access |
| Rush flag | < 24 hrs | Schedule change with less than 24hr notice — may trigger fee |
| Max escalations | 5 per project | Hard limit on escalation count |
| RFI escalation | Day 1→3→5→7+ | Automatic reminder cadence for Agent RFIs sent to you |
Your Sidebar Navigation
| Section | Pages | What You Do There |
|---|---|---|
| Dashboard | Dashboard | Your home screen — check counts, upcoming inspections, pending items |
| Schedule | Intake | Submit new projects via the 5-step wizard |
| Calendar | View your branch’s inspection schedule | |
| Schedule Changes | Submit reschedule, cancel, hold, or add-inspection requests | |
| Cancel Project | Submit a full project cancellation request | |
| Projects | Projects | Search and view your branch’s projects (read-only) |
| Holding Pool | View paused projects | |
| Desk Review | View projects in desk review status | |
| Field Ops | RFIs | Respond to Agent RFIs, create Client RFIs |
| Escalations | Create and participate in escalation threads |