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[DRAFT] [DEPT-CODE-###]: [SOP TITLE]

Effective Date: [today’s date] | Version: 1.0 | Approved by:

Field Value
Department e.g., Human Resources / Operations / Marketing
Who is it for? e.g., Schedulers, sales, recruiters
Systems Used STRICTLY current systems only (examples WellSky, Consumer Fusion, ReferralIQ, QuickBooks Online)
Primary Metrics The single leading indicator tracked on a weekly basis
References The sources or URLs used to create this SOP. N/A if none
Video Walkthrough Insert Google Vids video walkthrough of the SOP. N/A if none

1. Purpose

In 1–3 direct sentences, explain what problem this SOP solves, specifically how this process protects agency cash flow, reduces client acquisition spend, or stabilizes field staff. Ground the explanation in verified benchmarking or operational data (e.g., California's 75% median caregiver turnover rate).

2. Compliance

List any relevant state and federal laws, as well as FirstLight Home Care requirements from Operations Manual - V2.pdf and the specific Franchise agreement.

3. Prerequisites

List the requirements needed to perform the procedure, such as:

  • Required training
  • Required clearance/authorization
  • Required system access
  • Required forms/information
  • Required client/caregiver status

4. Steps

Use numbered lists for a step-by-step guide. For each step, use the Action … format.

  1. Make the bed following the instructions of this video
  2. Change clothes. Fold and put pajamas on the middle shelf of the closet
  3. Brush teeth

5. Escalation

If the normal procedure cannot be completed, do not silently improvise around a required control. Instead:

  1. Stop if continuing creates a safety/compliance risk.
  2. Notify [role].
  3. Document the exception.
  4. Resolve or obtain authorized direction.
  5. Record corrective action where required.

6. Communication Scripts

Phone

"Hi [Caregiver Name], this is [Name] from the FirstLight office. …"

SMS

"[Approved text]"

Email

"[Approved email]"

7. Records

Action System of Record Evidence Produced Owner
[Action] WellSky Activity note Scheduler
[Action] Shared Drive Signed form Manager
[Action] HR/Payroll Training record HR

8. Metrics

Measure Target / Control Frequency Owner
[KPI] [Target] Weekly [Role]
SOP compliance sample [Target] Monthly [Role]
Exceptions Trend/review Monthly [Role]

9. Resources

  • [Form]
  • [Checklist]
  • [Related SOP]
  • [FirstLight policy]
  • [Training video]

These can be Google Drive files, government links, Littler, FranConnect, podcast transcripts, or articles.