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Coverage and Prioritization Plan When a Reporting Specialist Is Out

When a Reporting Specialist is out or backlogged, the pod maintains continuity through quick updates, prioritization, and clear communication. The Pod Lead reviews tasks, reassigns high-priority work, and tracks coverage in a shared tracker.

Purpose

To ensure reporting continuity and minimize client impact when a Reporting Specialist is unavailable or backlogged. This process outlines how to assess priorities, reassign work, and communicate effectively within the pod.

Scope

Applies to all Reporting Specialists

  • A Reporting Specialist is unexpectedly or temporarily out (planned/unplanned leave).

  • Reporting tasks or deliverables are backlogged due to capacity constraints.

    Procedure

    1. Notification and Visibility

    • The Reporting Specialist or Team Lead updates:

      • Team Availability Tracker or internal comms channel (e.g., HubSpot, GChat).

      • Pod Dashboard – mark affected clients as “On Hold / Delayed.”

Pod Members, Reporting Lead and or Manager acknowledge the coverage gap and initiate a workload review.

2. Assess Impact and Prioritize

Pod Members, Reporting Lead and or Manager reviews the specialist’s active workload and classifies tasks by priority:

Priority Level Criteria Action
High Impacts client health score, incentive plan validation, or reports due within 48–72 hours Must be reassigned immediately
Medium Regular cadence work due within 5–7 days Reassign if capacity allows; otherwise, communicate delay
Low Maintenance, internal updates, or tasks not time-sensitive Defer until the specialist returns

3. Redistribution of Work

  • Reassign high-priority clients to available Reporting Specialists within the Team.

  • Update the Coverage Tracker (or shared spreadsheet) with:

    • Client name

    • Temporary assignee

    • Revised due date

    • Notes on what’s pending or completed

  • Medium and low priorities can be delayed but must have visibility in the tracker.

4. Pod Communication

  • Daily Pod Sync or Async Update:

    • Review coverage progress and identify any client risks.

    • Escalate unresolved high-impact issues to the Pod Members, Reporting Lead and or Manager

  • Communication (if client impact expected):

    • Notify clients proactively.: Example message:

      “We’re finalizing your report with our coverage team this week. You may experience a brief delay, but we’re ensuring accuracy and will follow up once complete."

5. Catch-Up Plan (Upon Return)

When the Reporting Specialist returns:

    1. Review the Coverage Tracker for completed vs. pending tasks.

    2. Focus first on:

      • Delayed client reports or health-score impacting work.

      • QA checks on coverage work.

    3. Re-establish normal report cadence.

    4. Flag any persistent backlog for continued redistribution if needed.

6. Post-Coverage Review

After coverage is completed:

  • Conduct a brief retro with the pod:

    • What worked well (coverage, communication, visibility)?

    • What can be improved for future coverage scenarios?

  • Update this KBA if any process adjustments are needed.