Client Operations

Work Process Document

This is your go-to reference for how the Client Operations team works — who owns what, and how to handle the most common task types. When something comes up and you're not sure what to do, start here.

What "Client Owner" actually means

Being a Client Owner is more than handling website tickets. You're the internal champion for every client assigned to you — which means keeping an eye on how they're performing across all service areas: website, paid ads, social media, and everything in between.

You don't execute everything yourself, but you're the one who notices when something isn't moving and makes sure it gets picked up. If a client's Meta Ads need attention, you loop in Dianne. If social content is running late, you flag it. You're the connective tissue that keeps things from falling through the gaps.

Scope of this document: The step-by-step workflows below cover website changes, QA, and SEO — the task types you'll be handling most often. Everything needs to be logged in the Notion Action Items board. This keeps the team aligned and is how we'll connect things to AI agents down the track.

Client Load Distribution

Karla

40%

Tier 1 · ~18 clients
+ GHL, phone numbers, recalls

Karizza

50%

Tier 2 · ~17 clients
Primary client volume

Tiffany

10%

Tier 3 · ~15 clients
Focused, smaller load

Important: Client load percentages reflect task volume distribution, not equal client counts. Karla's 40% includes additional workload from GHL management, phone number purchases, and patient recall tasks. Karizza holds the highest volume because her role is focused purely on client delivery.

Role Profiles

Job Descriptions

Each Client Owner is the go-to person for their assigned clients. The specific task workflows sit underneath that — but the bigger picture is always client health across every service area.

Who to go to: For anything outside your scope, client concerns, or decisions above task level — just reach out to Charlie or Ani.

KL

Karla — Client Owner, Tier 1

40% client load · ~18 clients · + GHL, phone numbers, recalls

Tier 1

Client health oversight

🎯

Overall client accountability — keeping an eye on how your clients are tracking across all service areas — website, social, paid ads, everything. You don't run it all yourself, but you're the person who notices when something's off and makes sure it gets sorted.

🔗

Cross-team coordination — coordinate with Dianne on paid ads, the social media team on content, and Pradeep or Forge on website builds. You're the one making sure things don't fall through the cracks for your clients.

🚨

Escalation — anything outside your scope or that needs a call above task level — just reach out to Charlie or Ani.

Task responsibilities (shared with all Client Owners)

🌐

Website changes — receive, assess, source assets, execute, QA, update task card, notify channel.

For bio content, run through AI for AHPRA compliance check first.

🔍

QA of websites and landing pages — check links, photos, contact details, opening hours, forms.

🔎

SEO — meta descriptions, page titles via Pen, internal linking on new pages.

📋

Task management — all tasks in the Notion Action Items board, owned and closed properly.

Additional responsibilities (Karla only)

⚙️

GHL forms and workflows — build and manage GoHighLevel forms and automation workflows for client accounts. When a landing page needs a "Request an Appointment" form, this comes to Karla.

Other Client Owners should route all form-related requests directly to Karla, not attempt to build them independently.

📱

Phone number purchases — purchase and manage phone numbers in GHL as required for client campaigns and tracking setups.

🔁

Patient recalls — manage patient recall campaigns or workflows as assigned. This includes setting up, monitoring, and updating recall sequences in GHL.

Any recall-related requests from other team members or clients should be directed to Karla.

KZ

Karizza — Client Owner, Tier 2

50% client load · ~17 clients · Primary delivery role

Tier 2

Client health oversight

🎯

Overall client accountability — you're the person keeping an eye on how your clients are doing across everything — website, social media, paid ads, and any other active marketing. You don't have to do it all yourself, but if something isn't moving, you're the one who catches it and gets the right person involved.

🔗

Cross-team coordination — if a client's Meta Ads need attention, coordinate with Dianne. If social content is late, raise it with the social media team. If there is a website issue, action it or assign it. You are the connective tissue between all moving parts for your clients.

🚨

Escalation — if something comes up that's outside your scope or needs a call above task level, just reach out to Charlie or Ani. Don't sit on it.

Task responsibilities

🌐

Website changes — receive requests, assess whether images or content are needed, source assets correctly (AI/Freepik for images, Pen for copy), execute changes, QA on desktop and mobile, update the task card, and post an update in the relevant channel.

For bio content: run through AI first to check AHPRA compliance before publishing.

🔍

QA of websites and landing pages — check all links, photo quality, contact details, opening hours, and form functionality. If a landing page needs a "Request an Appointment" form, escalate to Karla.

🔎

SEO — meta descriptions and page titles (via Pen), internal linking for new pages on existing websites. Note: landing pages do not get SEO treatment.

AI-created websites have SEO handled during development — no need to redo it post-launch.

📋

Task management — all work must be logged, updated, and closed in the Notion Action Items board. No task lives only in a chat message.

🚫

No direct client communication — All client communication goes through the AMs — not you directly. If a client reaches out to you, kindly redirect them to their AM. The AM owns the relationship side of things.

TF

Tiffany — Client Owner, Tier 3

10% client load · ~15 clients · Focused delivery role

Tier 3

Client health oversight

🎯

Overall client accountability — still the go-to person for every client assigned to you, even with a smaller load. Same scope as everyone else — website, social, paid ads, and any other active marketing. Smaller load just means more focus, not less ownership.

🔗

Cross-team coordination — if something is not on track for one of your clients, you are the one raising it with the right team member. Flag late social content, underperforming campaigns, or overdue website requests — do not wait to be told.

🚨

Escalation — anything outside your scope or that needs a call above task level — just reach out to Charlie or Ani.

Task responsibilities

🌐

Website changes — same end-to-end process. Receive request, assess assets needed, execute, QA, update task card, notify channel.

For bio content, AHPRA compliance check via AI is mandatory before publishing.

🔍

QA of websites and landing pages — full QA including links, photos, contact details, opening hours, and form functionality. Landing page forms go to Karla.

🔎

SEO — meta descriptions and titles via Pen, internal linking on new pages only.

📋

Task management — everything logged in the Notion Action Items board with a clear owner and due date.

🚫

No direct client communication — all client communication goes through the AMs. If a client reaches out to you directly, just point them back to their AM.

⚠️

GHL forms — Tiffany does not build GHL forms or workflows. All form requests go to Karla.

Task Workflow

Website Changes

Every website change follows the same process, big or small. It might feel like overkill for a quick text update, but staying consistent means nothing gets missed.

Step 1 — Receive and assess the request

1

Read the request carefully

Before jumping in, take a moment to understand what's actually being asked. Identify whether the change involves: (a) images/photos, (b) copy/text content, (c) a dentist or staff bio, or (d) a combination. This determines which tools and people are involved.

All Client OwnersStart here always

2

Multiple changes on one request?

If a client has sent through multiple minor revisions at once, create a sub-page or checklist inside the Notion task card to track each individual change. This keeps everything in one place, maintains a clear audit trail, and ensures AI agents can access and act on the full scope of the request. Do not use Google Docs or external documents for tracking — all work lives in Notion.

Multiple changesNotion task cardChecklist or sub-page

Step 2 — Source assets based on request type

🖼 Image needed?

Use AI image generation or Freepik to source or generate the image. Stick to AI generation or Freepik — no random Google images or unverified sources.

All photos and icons must be labelled clearly and placed in the correct folder before upload. Messy file names cause headaches down the track, so it's worth doing right from the start.

Photo editing (background removal, resizing, retouching, or similar) — try Pixel first. For simple edits like background removal, Pixel should be your first move. If the output is not good enough or the edit is too complex for Pixel to handle well, create a task and assign it to Nathalie. Beyond a very minor crop, it's best to leave editing to the tools or Nathalie.

✍️ Copy or content update needed?

Use Pen to write or rewrite the copy. If you need a second opinion, Kate is a good resource when she's online. If she's not around, use your best judgement and keep things moving.

Pen first, Kate as a backup, then go with what you've got. Don't hold up a task waiting when you have everything you need to move forward.

🦷 Dentist or staff bio?

Write or receive the bio copy, then run it through AI for an AHPRA compliance check before it goes near the website. This one's really important — unverified claims about outcomes or qualifications can create serious problems for the client.

If the AI flags anything, revise and check again before publishing.

Step 3 — Execute the change

3

Basic changes: relay to Forge (AI agent)

For standard, straightforward website updates, send the request to Forge via the appropriate channel. This includes things like text swaps, simple image replacements, and minor layout tweaks where the brief is clear and no special build work is needed.

Basic updatesForge handles

4

Complex changes: assign to Pradeep

If the request involves structural changes, new sections, custom development, or anything Forge cannot handle, assign it directly to Pradeep. Give Pradeep a clear brief — what needs to change, what it should look like after, and any reference links or assets. The more specific you are upfront, the faster it gets done.

Complex buildsAssign to Pradeep

Step 4 — QA and close

5

QA on desktop and mobile

Once the change is live, check it on both desktop and mobile before marking anything as done. Look at: layout, spacing, image quality, text accuracy, and that nothing has broken elsewhere on the page. Do not rely on a screenshot — actually open the page.

Required stepBoth devices

6

Update task card and notify the channel

Mark the Notion task card as complete and post an update in the relevant internal channel. The update should include: what was changed, confirmation it has been QA'd on desktop and mobile, and a link to the live page if relevant. The AM will handle client-facing communication — your responsibility ends at the internal update.

Notion Action ItemsInternal channel update

File management rule: Every image and icon uploaded to a client's website must be labelled with a clear, descriptive filename and placed in the correct folder before upload. Unnamed files like "IMG_3842.jpg" or "download (1).png" are not acceptable. This is part of your QA responsibility, not Nathalie's or Pradeep's.

QA Process

Websites and Landing Pages

QA is your last chance to catch anything before a client or patient sees it. It doesn't take long when things are right — and it saves a lot of back-and-forth when it catches something that isn't.

QA Checklist — standard website

Check	What to look for	Device
Links	All internal and external links open correctly. No 404s, no links going to the wrong page, no broken anchor links.	Both
Photos	Images load properly, are not blurry or stretched, are correctly cropped, and are appropriately labelled. No placeholder images remaining.	Both
Contact details	Phone numbers, email addresses, and physical address are accurate and match the client's approved details. Click-to-call works on mobile.	Both
Opening hours	Hours displayed on the website match what the client provided. If there is a map embed showing hours separately, check those too.	Both
Forms	All forms submit correctly. Test a submission. Check that confirmation messages or redirects work as expected.	Both
Copy accuracy	All text matches what was approved. No typos, no leftover placeholder text, no wrong service names.	Both
Layout	Nothing is overlapping, cut off, or breaking the layout on mobile. Check buttons are tappable and spaced correctly on smaller screens.	Both
AHPRA (bios only)	Bio copy has passed AI AHPRA compliance check before going live. No unverified outcome claims, no comparative language.	Required

🤖 Codex (ChatGPT Pro) — coming into QA · Codex is expected to become part of the standard QA process for websites — not just new builds. It can catch code-level issues, broken elements, accessibility problems, and performance gaps that a manual visual check would miss. The exact process is still being worked out. For now, use the manual checklist above. A step-by-step Codex QA guide will be added here once the workflow is confirmed.

Landing pages with appointment forms: If a landing page needs a "Request an Appointment" form and one is not in place, raise this with Karla immediately. Do not publish a landing page without a working form if the brief included one.

QA Checklist — landing pages

All standard website checks apply, plus:

Additional check	Detail
Form functionality	Test the appointment form end-to-end. Submit a test lead and confirm it routes correctly. Coordinate with Karla if anything is not working.
Tracking	Confirm any tracking pixels or tags required for the landing page campaign are in place. Flag to Dianne or the GA Specialist if uncertain.
No SEO	Landing pages do not get SEO meta data. Do not add meta descriptions or title tags to landing pages — they are not indexed.

ChatGPT Codex — page auditing

🤖 ChatGPT Pro / Codex — Page Audit Tool

All Client Owners have access to ChatGPT Pro (with Codex) and are expected to use it as part of the QA process for their assigned clients. It is currently confirmed for new website builds before sign-off, and is likely to expand to routine website QA as the process matures.

Detail
When to run it	Required on new website builds before sign-off. Will also apply to routine website QA once the process is confirmed.
Who runs it	The Client Owner assigned to that client. This is not delegated to Pradeep or Nathalie.
What it does	Codex audits the page for issues a manual visual check would miss — code-level problems, broken elements, accessibility gaps, and performance issues.
What to do with findings	Log any flagged issues in the Notion task card and assign to Pradeep if a fix is required before sign-off.

🚧 Process in progress: A detailed step-by-step guide for running Codex page audits will be added here once the workflow is finalised. For now, flag any questions to Charlie or Ani.

SEO

Linking, Meta Descriptions and Titles

SEO has a pretty defined scope here — it's worth knowing exactly what's in and what's out so you don't over- or under-do it.

✅ In scope

Meta descriptions — via Pen
Page titles — via Pen
Internal linking — new pages on existing websites only

❌ Out of scope

Landing pages — no SEO at all
AI-created websites — SEO done during development
Backlink building or off-page SEO

Meta descriptions and page titles

1

Write via Pen

Use Pen to generate or rewrite meta descriptions and page titles. Provide Pen with the page URL, the target keyword (if known), and the clinic name. Review the output and make sure it reads naturally, reflects the page content, and stays within character limits: title tag under 60 characters, meta description under 155 characters.

Tool: PenTitle: <60 charsDescription: <155 chars

2

Publish and update the task card

Once published, update the Notion task card with what was done and mark it complete. No need to notify the channel for routine SEO updates unless it was a significant change or part of a larger project.

Notion Action Items

Internal linking (new pages on existing websites)

When and how to add internal links

Internal linking applies when a new page has been added to an existing website. The goal is to make sure the new page is linked from at least one relevant existing page, and that the new page links back to key pages on the site (e.g. home, contact, services).

What to link from: Find existing pages that mention the same service or topic as the new page. Add a contextual link in the body copy or a "related services" section.

What not to do: Do not add random links everywhere. Each link should make sense for the reader — if it feels forced, it probably is.

Note: AI-created websites already have internal linking set up during the development phase. There is no need to revisit this after launch.

Karla Only

GHL, Phone Numbers and Recalls

These tasks are Karla's territory. If something comes up that falls into one of these areas, just pass it her way — no need for anyone else to jump in.

⚙️ GHL Forms and Workflows

Karla owns all form and workflow builds in GoHighLevel. This includes:

Task	Detail
Appointment request forms	When any landing page is built and needs a "Request an Appointment" form, the Client Owner QA-ing that page should flag it to Karla. Do not publish a landing page with a missing or broken form.
Workflow automation	Build and maintain automated follow-up sequences, lead routing, and notification workflows as required per client brief. Keep workflow documentation updated when changes are made.
Form QA	After building any form or workflow, test it yourself before handing back to the Client Owner for final QA. Submit a test lead and confirm it routes to the right place.

📱 Phone Number Purchases

When a client campaign requires a trackable phone number or a new GHL number is needed, Karla handles the purchase. This includes:

Purchasing the number in GHL under the correct client account
Confirming the number is correctly assigned to the right campaign or workflow
Logging the purchase in the client's task card
Notifying the relevant Client Owner or CSP once it is live

🔁 Patient Recalls

Patient recall sequences are owned entirely by Karla. The process runs through GHL and is typically triggered by a request from the CSP or AM via Discord.

Step	Detail
1. Request comes in via Discord	The CSP or AM tags Karla in Discord with the recall list from the client (usually a CSV file with surname, firstname, mobile, email columns). They will specify which reminder it is — 1st reminder, 2nd reminder, etc.
2. Upload and run in GHL	Karla uploads the CSV into GHL under the correct client account and runs the SMS recall sequence. Each batch is labelled clearly — e.g. "22-04-2026 recall 1st" and "22-04-2026 recall 2nd" — so it is easy to track what has been sent.
3. Confirm completion on Discord	Once the sequence is complete, Karla replies to the original Discord message confirming it is done. She should include a screenshot of the GHL completion log showing the action label, SMS operation, status (Complete), and timestamps.
4. Log in Notion	Create or update the task card in the Action Items board. Tag the client, set Status to Done, and note which reminder batch was completed and when.

Example — Discord request

Q

Queney Today at 12:52 PM

Hi ate @Karla — Sharing the recall list we received from Hills Family Dental Centre for sending this week. I'll attach both files here for your reference: 1st and 2nd reminder.

Please let me know once it's scheduled. Thank you!

📎 1st Reminder Recalls 02.04.2026.csv · 4 KB

📎 2nd Reminder Recalls 02.04.2026.csv · 4 KB

KL

Karla Today at 1:52 PM

Done with the recall @Queney

Action Label	Operation	Status	User	Completed
22-04-2026 recall 1st	SMS	Complete	Karla Viray	Apr 22 2026 01:45 PM
22-04-2026 recall 2nd	SMS	Complete	Karla Viray	Apr 22 2026 01:30 PM

Label each recall batch clearly in GHL using the format: DD-MM-YYYY recall [1st/2nd/etc]. This makes it easy to confirm what was sent and when, both for your own records and when the AM or CSP asks for confirmation.

Execution

Working with Forge and Pradeep

Getting requests to the right person makes everything faster. Here's a quick guide on who handles what.

🤖 Forge (AI Agent)

Send to Forge for basic website updates where the brief is clear and no build work is required.

Examples:

Text replacements or copy updates
Simple image swaps
Phone number or address updates
Opening hours changes
Minor formatting fixes

When not to use Forge: If the request requires structural changes, new sections, or anything that needs custom code, go straight to Pradeep.

👨‍💻 Pradeep (Web Developer)

Assign to Pradeep for complex changes that Forge cannot handle independently.

Examples:

New page sections or layout changes
New landing pages or web builds
Custom form integration
Feature additions or functionality changes
Technical issues Forge flags as out of scope

Briefing Pradeep: Always include what needs to change, what the expected output should look like, and any reference links or assets. Do not leave him to figure out the brief.

Web Studio capacity note: Nathalie and Pradeep work to a 2-concurrent-build cap. If Pradeep is already at capacity when you need to assign something complex, flag it to Charlie or Ani rather than adding to the queue without checking. Prioritisation decisions sit with ops.

Task Management

Notion Action Items Board

The Notion Action Items board is where all client work lives. Think of it as the team's shared memory — if something isn't logged here, it's very easy for it to get lost or forgotten.

Non-negotiable rule: Any action item from a meeting, client request, or internal task must be logged in the board within 24 hours with an assigned owner and due date. Tasks without both will be treated as incomplete.

Board structure

How the board is organised

Tasks are grouped by client. Each client has their own group, and all tasks for that client across every service area live inside it. At the top of the board, filtered tabs let you view tasks by category:

Tab	What it shows
Action Items	All tasks across all clients and categories. Your default view when you need the full picture.
Google Ads	Tasks tagged Google Ads only.
Meta Ads	Tasks tagged Meta Ads only.
Website Changes	Tasks tagged Website Changes / Updates. Your most-used filtered view.
Landing Page	Tasks tagged New Landing Page.
Full Builds	Tasks tagged Full Website Build.

Properties — every field explained

Task

Title

The task name. Be specific — "Add New Dentist — Illawarra Dentists" not just "Update". AI agents read this field to understand what work needs doing.

Client

Relation

Link to the correct client. This is how tasks get grouped and how agents identify which client the task belongs to. Never leave this blank.

Status

The full status options and what each means:

Status	When to use it
Not started	Task has been logged but work has not begun. Default when creating a new task.
On Hold	Work is paused. Add a note explaining why and what needs to happen before it can move forward.
In progress	Work is actively underway. Set this the moment you start, not when you are halfway done.
Waiting on Client	Blocked because you need something from the client. The AM handles follow-up — flag them when you set this status.
🤖 Waiting on Agent	Handed off to an AI agent and waiting on their output. Tag the agent in the Agent field as well.
👤 In Review	Work is complete and pending internal review or AM sign-off.
Approved	Reviewed and approved. Only use when sign-off has been confirmed.
Done	Fully complete, approved, and closed. Nothing left to action.
Cancelled	Task is no longer needed. Do not delete tasks — cancel them so the history is preserved.

Assignee

Person

The person doing the work. Must be a named individual, never left blank. For sub-items, this can differ from the parent — e.g. Pradeep on a build sub-item, Karla on a form sub-item, while Karizza owns the parent.

Due Date

Formula

Required on every task. If there is no client deadline, set a reasonable internal one and confirm with the AM if needed. Sub-items can carry their own due dates.

Due Countdown

Formula (read-only)

Auto-calculated. Shows how many days remain until the due date. Do not try to edit this field.

Urgent

Checkbox

Tick only when genuinely time-sensitive. If everything is marked urgent, the field loses its meaning.

In Progress

Rollup (read-only)

Auto-calculated from sub-item statuses. Shows what percentage of sub-items are "In progress". Updates automatically as sub-items move — do not manually edit.

Completion Progress

Rollup (read-only)

Auto-calculated. Shows the percentage of sub-items marked as complete (Approved or Done). Keep sub-items updated and this takes care of itself.

Notes

Text

Context, blockers, instructions, and anything the next person needs to know. Use it on every non-trivial task. A blank Notes field on a complex task is a risk.

COM

Person

The Client Owner for this client — Karizza, Karla, or Tiffany. Always fill this in, even if someone else is doing a specific sub-task. This is the internal ownership field.

AM

Person

The Account Manager for this client. The AM speaks with the client — Client Owners do not. This field tells everyone who the client-facing contact is.

Agent

Multi-select

Tag the AI agent(s) involved in this task. Options: Max, Hype, Forge, Pulse, Pen, Pixel, Radar. Tag the relevant agent whenever one is handling part of the work — this is how the system tracks agent involvement and routes tasks.

AI Action Required

Checkbox

Tick when a task is ready for an AI agent to act on autonomously. This is a trigger field — it signals the agent system to pick up the task. Only tick it when the task is genuinely ready. Make sure the Notes field has clear instructions.

Task Category

Select

Categorise every task. Full options:
New Landing Page Full Website Build Website Changes / Updates Google Ads Meta Ads Content SEO GHL / Automation Reporting Others

This drives the filtered tabs and is how AI agents classify and route tasks. Pick the most specific category that applies — do not default to "Others" unless nothing else fits.

Parent tasks and sub-items

When and how to use sub-items

Sub-items break a larger task into trackable components with their own status, assignee, and due date. The parent task's In Progress and Completion Progress fields update automatically based on where sub-items sit.

Scenario	How to structure it
Full website build	Parent: "Full Website Design & Dev — [Client]" → Sub-items: Create Homepage, Service Pages, Contact Us, About Page, etc. Assign each to the right person with its own due date.
New landing page	Parent: "Create New Landing Page — [Client]" → Sub-items: Landing page content, Form setup (assign to Karla), QA, Tracking setup.
Multiple website changes	Parent: "Website Updates — [Client]" → one sub-item per individual change. This is the Notion replacement for tracking multiple revisions — everything stays in the board.
Simple single task	No sub-items needed. A standalone task like "Add New Dentist — Stones Corner Dental" is fine when the scope is clear and contained.

Sub-item rule: Every sub-item needs its own Assignee and Status. Every sub-item needs a home. If a sub-item is blocked or waiting on something, set it to "Waiting on Client" or "On Hold" and add a quick note. That way everyone knows what's going on without having to chase.

Visual guide — interactive board mockup

Click the arrows to expand and collapse tasks. Sub-items can have their own sub-items as needed for complex builds.

Task

Status

Assignee

Situation	What to do
New request via AM	Create the task card first — set the Client, Task Category, and Due Date — then start work. Log it first, work second.
Large task with multiple parts	Create the parent task, then add sub-items for each component. Assign each to the right person — you, Pradeep, Karla, Forge, etc.
Handing off to an AI agent	Tag the agent in the Agent field, set Status to "🤖 Waiting on Agent", and tick AI Action Required if the agent needs to pick it up autonomously. Add clear instructions in Notes.
Work has started	Set Status to "In progress". Do not leave it on "Not started" once you have begun.
Waiting on the client	Set Status to "Waiting on Client" and add a note with what you are waiting on. Flag the AM — they handle the follow-up, not you.
Ready for review	Set Status to "👤 In Review" and notify the relevant person internally. Do not mark Done or Approved without sign-off.
Task is done and approved	Set Status to "Approved" or "Done", add a brief completion note, and post your internal channel update. Do not skip the note — it is the audit trail.
Task no longer needed	Set Status to "Cancelled". Do not delete. The record needs to stay for reporting and agent learning.
Meeting action item	Log within 24 hours. Named owner, due date, correct Task Category. A verbal action with no Notion record is very easy to lose track of.

Non-Negotiables

These are the things that keep the team running smoothly. Nothing here is complicated — it's mostly just about being consistent and not letting things slip.

🎯 Own the full client picture

Being a Client Owner goes beyond website tasks. You're keeping an eye on how your clients are doing across everything — ads, social, website. If something isn't working, you're the one who notices and gets the right person involved.

🦷 AHPRA compliance

Any bio or patient-facing copy that includes claims about a practitioner's skills, outcomes, or qualifications must be checked for AHPRA compliance before it goes live. Use AI for the initial check. If you are unsure, raise it before publishing — not after.

📁 File naming and folders

Every image and icon must have a clear, descriptive filename and be placed in the correct folder. It applies to everything uploaded to a client's website. Disorganised files have a way of creating problems later, and a clear filename takes about three seconds.

📱 Desktop and mobile QA

Before marking anything done, load the actual page on both desktop and mobile. Screenshots don't count — you need to see it live. It becomes second nature pretty quickly.

📋 Task board hygiene

A task is not done until the Notion card is updated and the channel has been notified. Keeping the task board updated is part of the job, not extra admin. An unupdated card is basically an invisible task — and invisible tasks don't get followed up.

🚫 No direct client communication

All client communication goes through the AMs. If a client reaches out to you directly, it's completely fine to be warm about it — just let them know their AM is the best person to help and point them that way. This keeps communication consistent and protects the relationship.

⚙️ Escalation, not guessing

If you're ever unsure whether something is in scope, technically possible, or AHPRA-safe — just ask before you act. Karla for GHL, Charlie or Ani for scope decisions, Kate for copy direction when she's around. A quick question upfront is always faster than fixing something after the fact.

⏱ 24-hour action item rule

Any action item from a meeting or client interaction should be logged in the Notion board within 24 hours with an owner and due date. The sooner it's in there, the less chance it gets forgotten.

A note on GHL access: Karla is the only Client Owner who builds and manages GHL forms, workflows, phone numbers, and recall sequences. If you receive a request that involves any of these, forward it to Karla immediately. Do not explore, test, or modify GHL setups that belong to another team member's workflow.