Shift Handoff Procedures

A clean handoff ensures nothing falls through the cracks between shifts. Complete this procedure in the last 15 minutes of your shift.

Handoff Note Template

Post the following in the team channel, tagged to the incoming VA:

SHIFT HANDOFF — [Date] [Your Name] → [Next VA Name]

OPEN ISSUES:
- [Customer Name] — [Brief description] — [Status] — [Next action needed]
- [Customer Name] — [Brief description] — [Status] — [Next action needed]

CALLBACKS PROMISED:
- [Customer Name] — [Phone] — [Promised time] — [Regarding]
- [Customer Name] — [Phone] — [Promised time] — [Regarding]

ESCALATIONS IN PROGRESS:
- [Ticket #] — [Brief description] — [Escalated to whom] — [Expected resolution]

NOTES:
- [Any context the next VA needs — system issues, team updates, VIP situations]

STATS:
- Calls handled: [X]
- Tickets created: [X]
- Bookings created/modified: [X]

What to Include

Open Issues

Any customer interaction that is not fully resolved:

Customer is waiting for a crew reassignment
Payment dispute under investigation
Rescheduling request pending crew availability
Complaint requiring manager follow-up

Callbacks

Any promises made to call a customer back:

Include the customer's phone number
Note what time you promised to call (some customers specify "after 3pm")
Brief context of what the callback is about

Escalations

Issues you escalated to a manager or other team:

Ticket number for tracking
Who you escalated to
Current status and expected timeline

System Issues

Any technical problems you noticed:

Slow system performance
Features not working as expected
Data discrepancies

Handoff Meeting (Optional)

If shifts overlap by 15 minutes:

Walk through the handoff note verbally
Transfer any active calls or chats
Highlight the most critical items
Answer questions from the incoming VA
Incoming VA confirms receipt and understanding

After Posting the Handoff

Set your status to "Away" or "Offline"
Close active customer conversations (with appropriate farewell if chat-based)
Log out of the phone system
Log your shift summary in the time tracking system