Watch this video: Work Expectations and Culture
Adapt to the work culture
We know a member embraced our culture of accountability, open communication, problem-solving, and improvement when they:
have the consistent communication with the manager and director which means they know what’s going on
know how to respond to the students - except for scenarios that weren’t tackled during onboarding
pick up new information quickly - after one or two times of showing you how to do something, you know how to do it independently the next time
creatively look for solutions to complete a task rather than waiting for Louise or Danny to find the solution for you and give you intricate details on how to do things step-by-step.
An example: let’s say you have a task to edit a classic form and you see that the form type is different - it’s a card form. A lousy VA will immediately run to Louise to say “I have a problem creating the form, it’s not the classic type so I have no way of completing the task.” What a resourceful VA does is go back to the onboarding materials about Jotform and see how it can be fixed. If it’s not there, the resourceful VA will try to explore the buttons and settings in Jotform to see how he could complete the task. The only time the resourceful VA comes to Louise is when he already exhausted all possible ways to solve the issue.
feel good about their daily workflow
can discern which tasks are urgent and which tasks can be done for later
are able to catch all messages that Danny has been sending without missing any thing
have an efficient method of doing tasks
The management's default assumption, because were working remotely and we are not in a single office together, is that nothing is being done unless somebody tells Danny and the manager otherwise. So make sure you also showcase what's done. Don't be shy to let them know the amazing work that you're doing so that they can acknowledge your effectivity as part pf the team.
To do this, you will need to do the following:
1. Every time your shift ends, please answer these five questions and send to both Danny and the manager everyday:
1. What did you work on today?
2. What went well?
3. What problems/challenges did you encounter?
4. What can Danny/Louise do to help you? (if anything)
5. How is your overall volume of tasks right now? (Too much, too little, just right etc.)
2. For all roles, as remote workers, we have two parts of the job. First is doing the actual tasks. The other is presenting to Danny and manager what was accomplished and what is the action plan for the following days. We want to overcommunicate this so management knows that you're doing what you're supposed to do and can be trusted to handle the job. You have to be effective at both of those to be successful.
Don't dwell on mistakes
We will be patient and open-minded. If you commit some mistakes, we don’t want you to feel bad and sulk over a single error. That’ll only add unnecessary pressure. Instead, let’s discuss together strategies on how to avoid them. We know that learning is a process so give grace to yourself.
Feedback is welcome
We’ll listen to your feedback. If you see that there is something we’re not doing efficiently, or if you know an app that makes some tasks easier, we’ll look into it.
The work atmosphere is fun. Even if we’re working remotely, the team members and our students always find a reason to celebrate something. The students you’re talking with are FRIENDS and not just clients. No need to be formal or stiff when communicating with them.
Know what's urgent and what's not
All tasks are important but not every task is urgent. When you have multiple deliverables with an approaching deadline, know which one to prioritize. We also trust that in time, as you do the work, you'll be much faster in accomplishing a task without compromising accuracy and work quality.
Missed deadlines don’t always mean poor performance. Although the expectation is that you complete the tasks ahead of the deadline, we will not demand that you work overtime if there’s a valid reason for the delay. As long as you communicate with Danny and Louise the strong reason you’re not able to do the task yet, we’ll understand and adjust as needed. If possible, communicate these things in advance. This helps us manage expectations.