Communication Policy

Policy statement

Allied Assist / CVA requires professional, timely, and transparent communication as a standard of excellence — including the 5-minute client response rule, SPM monitoring, daily Hubtasks/Worklenz task communication, professional Zoom/Teams conduct, consistent notetaker usage, and solution-oriented scheduling communication.

Scope

All VAs, SPMs, Project Managers, Specialty VAs, and administrative staff at Allied Assist / CVA. Covers internal (team to team) and external (client) communication.

Compliance

Adhere to relevant U.S. laws, regulations, and standards. Regular compliance review/audits; ongoing training; clear reporting for compliance concerns.

Definitions

  • Internal communication: Messages within the Allied Assist / CVA team (Slack, Hubtasks/Worklenz, Email).

  • - External communication: Team ↔ clients (Slack shared channels, Email, Hubtasks/Worklenz comments, Zoom/Teams). Note: Company Connect is the locked channel for official client communications where that rule applies.

  • - Response time: Expected reply timeframe.

Worklenz is the live CVA task system (Hubtasks may appear in source text).

Not allowed: Personal messaging apps (WhatsApp, Messenger, SMS) unless pre-approved for client-specific needs.

2. Response time expectations

  • Internal: Respond within the same business day.

  • - Client-facing: Acknowledge within 5 minutes during standard working hours.

  • - Urgent: Escalate immediately to Project Manager if you cannot respond.

3. Professional standards

  • Audio and video ON during client-facing Zoom or Teams meetings.

  • - Screen sharing required when reviewing tasks, demonstrating work, or walking through processes with clients.

  • - Professional, respectful tone always.

Client meeting availability and scheduling

Avoid language that communicates an outright inability to meet whenever possible (e.g. avoid “Unfortunately the team cannot meet today.”). Present available options and solutions.

Preferred examples:

  • “The full team may not be available today, but I am available at 3 PM if that works for you.”

  • - “If you would prefer the full team present, we can meet tomorrow at 2 PM or continue during our next scheduled meeting.”

When conflicts occur: offer alternative times; offer partial attendance if appropriate; escalate to leadership if coverage help is needed; let the client choose. Stay solution-oriented and client-centered.

4. SPM responsibilities

  • Monitor Slack, Hubtasks/Worklenz, and Email for assigned clients.

  • - Provide daily communication in Hubtasks/Worklenz comments for every assigned task.

  • - Escalate blockers or urgent issues to the Project Manager immediately.

5. Documentation and updates

  • Log all client updates in Hubtasks/Worklenz before end of shift.

  • - End-of-day notes: completed work; tasks in progress; blockers; pending client needs.

  • - Document client approvals and feedback in task comments for accountability.

6. Escalation

  • Task blocked: Mark “Stuck/Need Help” in Hubtasks/Worklenz and notify Project Manager.

  • - Client conflict: Escalate to Project Manager immediately.

  • - Sensitive issues (compliance, billing, legal): Notify Director of Operations immediately.

7. Meeting notetakers

  • Only one notetaker tool per meeting — multiple notetakers prohibited.

  • - Preferred approved tool: Fathom (customize settings).

  • - Notetakers must not automatically distribute transcripts or recordings to attendees — restrict automatic sharing.

  • - PMs and SPMs ensure compliance.

Compliance and accountability

Failure may result in verbal or written warnings; removal from client accounts for repeated issues; termination for unprofessional conduct or client complaints.

Document control

  • Review frequency: Annual

  • - Approved by: Angie Bozsoki, Director of Operations

  • - Effective date: May 28, 2026

Source: SweetProcess DOCX export (Drive pack). Migrated to Eniston category Allied. Do not treat as dual source of truth with SweetProcess.

1. Platforms

Internal: Slack; Hubtasks/Worklenz; Email.

Client-facing: Slack shared channels; Email; Hubtasks/Worklenz comments; Zoom; Microsoft Teams; Company Connect where required for official client comms.

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