• Give every family a fast first response • Resolve the query fully • Reply with warmth • Clear your queue to zero, daily • Keep records clean • Own the follow-through

• Own triage and the queue. • Clear every triage window with zero unassigned queries, hold the fifteen-minute first-response standard, and drive the pod's queue to zero daily, approving and tracking carry-overs yourself. • Hold platform coverage. • Keep Missive, Podium, and the ticket queue covered at all times, with a trained backup actively carrying every responsibility. • Run pod quality and audits. • Audit enough of the pod's work to catch error patterns early, flag them within the day, and keep every resource current. • Develop the pod. • Train every member across all query types, and put a documented plan behind any gap. • Stay reachable and report up. • Respond to your pod, your lead, and stakeholders inside fifteen minutes, and send your pod's numbers up on schedule. • Flag capacity early. Raise volume that outruns the pod at the first sign, so staffing and routing get sorted before families wait.

• Get every weekly resource where it needs to be before class. • Upload workbooks, workshops, homework, and solutions to the LMS, student Google Drive folders, and Podia. • Replace files when final versions land, hold future-week files until they are due, and check availability daily so nothing is missing when a class starts. • Own the annotation flow end to end. • Upload workbook and workshop annotations, manage merged annotations, keep the LMS and Drive in sync, and track each one through to completion. • Run the consultation workflow. • Handle roster changes, tutor availability, missed-session checks, manual bookings, and student follow-ups, and close consultation tickets within a business day. • Own class and consultation scheduling. • Build and modify class, consultation, intensive, and Queensland sit-in schedules, catch clashes before they reach a class, and escalate what you cannot resolve with clear context. • Read the class efficiency data and act on it. • Review the fortnightly numbers to spot classes that are under-capacity, over-capacity, or missing a tutor, and bring the Head of School a clear recommendation to split, merge, or adjust. • Keep the schedules and print orders accurate. • Track attendance and clear the follow-ups.

• Complete a structured online survey lasting approximately 30 minutes. • Share insights from your day-to-day responsibilities and organizational workflows. • Provide feedback on operational processes, technology adoption, communication practices, analytics, customer or member experience, and strategic initiatives. • Discuss common challenges encountered within large healthcare organizations. • Offer perspectives on how AI-powered tools can improve efficiency, collaboration, and decision-making across healthcare functions.