Your shift is a part of a new program we have created to help our new partners get off to a great start with Instawork! In these, we are providing captains to this partner for free, and are expensive for us, so it is crucial that you take care of all of the responsibilities and put your best foot forward, or we will have to cancel this program and all of the captain shifts that come with it. This captain shift will be a bit different than previous ones you have worked, and with it will come different expectations and responsibilities:
High Quality Ratings:
We have recently seen extremely positive-heavy ratings coming from captains that have not been matching what we are hearing from partners. It is absolutely crucial that these ratings are as accurate as possible, so we would like to provide some guidance or what type of activity deserves positive vs negative ratings:
Providing Ratings and Feedback to Professionals
Onsite Captains are our eyes and ears at shifts, and it is very important to understand how we expect you to rate professionals. In the captain tooling ratings screen, you will see that the options for rating professionals is either a thumbs up or a thumbs down. Here is a guide for how to decide whether to give a thumbs up or down on a professional.
Thumbs down: While it is easy to feel guilty giving professionals a thumbs down rating, it is extremely important for us to receive these data signals. We expect that on a captain shift, ~12%-18% of professionals should receive a thumbs down. Receiving a thumbs down will not ruin a professionals ability to get shifts on the app, but it is important for us to know on a daily basis what went well during a shift, and what could be improved.
NOTE: All captain feedback is protected and will not be directly revealed to the professional.
If a pro shows up to the shift more than 10 minutes late, rate them as a thumbs down
If a pro does not have all of the required uniform expected by the partner for the shift, rate them as a thumbs down
If you are not sure of these expectations, please ask the partner when you arrive
Still rate the pro as thumbs down even if the partner allows them to work with the wrong uniform
If a pro has the correct uniform, but it is noticeably wrinkled or out of sorts, rate them as a thumbs down
If a pro has a negative attitude about work or speaks poorly of their fellow pros or the partner, rate them as a thumbs down
If a pro makes comments that make other staff members, pros or customers feel uncomfortable, rate them as a thumbs down
If a pro is disrespectful to their fellow pros, customers or management, rate them as a thumbs down
If a pro leaves for breaks early, comes back late from breaks, or leaves from the shift early, rate them as a thumbs down
If a pro is talking too much during the shift or spending time on their phone
If a pro is at all combative and talks over you or the partner, rate them as a thumbs down
If the pro has no sense of urgency and is not focused on the job at hand
If a pro refuses to do reasonable tasks with the role, rate them as a thumbs down
If a professional is not up to par on the position's skill and is not able to keep up with other pros, rate them as a thumbs down
If a pro clearly is unfamiliar with the specifics of the role they signed up for, rate them as a thumbs down
If the position requires being able to speak English and the pro cannot, rate them as a thumbs down
If the pro is under the influence, rate them as a thumbs down (and send them home)
If the partner mentions anything negative/constructive about the pro, rate them as a thumbs down
If this is a pro that you do not believe the partner would be very excited to have back to work with them again, rate them as a thumbs down (and block them!)
After rating these pros as an overall thumbs down, be sure to mark the applicable category ratings.
Thumbs up: If a pro has none of the issues outlines, then rate them as a thumbs up!
When providing ratings we expect at least a sentence of feedback to be provided for each professional. Failure to do so will be viewed as the same as not providing ratings at all.
EXPECTATION: At the end of your shift, speak with the partner about ALL pros you have rated negatively and ask them if there is anyone else that they believe did a less than stellar job.
These ratings will not ruin a pro's profile or experience and are anonymous, but are extremely important to letting us provide partners the best pros we can.
Rating ALL Professionals
For these shifts, there will likely be fewer professionals, but we have the expectation that you rate ALL professionals on the shift. Please spend time supervising their work so that you can be informed on all of the ratings categories, and provide any extra information in the feedback paragraph.
EXPECTATION: ALL PROFESSIONALS RECEIVE FULL RATINGS AND FEEDBACK COMMENTS WITH DETAILS AS TO WHAT THEY DID WELL/NOT WELL.
In addition, be sure to help the partner build their roster by adding good pros to the roster after rating them. This will make the partner have more and more returning professionals as time goes on.
When rating professionals, please be as direct as possible: Negative ratings are extremely helpful for us, and will not ruin a professional's profile. Please be thorough in these ratings, and let us know where a pro could use some improvement!
EXPECTATION: THERE SHOULD NEVER BE A TIME WHERE YOUR RATINGS DISAGREE WITH A PARTNERS, PARTICULARLY WHEN THE PARTNER NEGATIVELY RATES SOMEONE. THESE RATINGS WILL BE SEEN AS INACCURATE/UNTRUSTWORTHY AND CAN RESULT IN REMOVAL.
Introducing the Instawork Business App
Below is a QR code of the Instawork Business App. With that app, the partner can use many of the same tools you have to help manage shifts, provide ratings and build rosters. If they do not already have the business app, recommend that they download it and show them the QR code if they want to download it on the spot. This is a great opportunity to show off the captain tooling, as they will have the same tools inside their own app.
VIDEOS ON HOW TO RATE PROS USING BIZ APP
VIDEO ON HOW TO CLOCK PROS IN AND OUT USING THE BUSINESS APP
Speaking with the Partner and Gathering Intel
When you arrive at the shift and/or have some downtime during the shift, we want to take the time to speak with the partner and understand how their overall experience has been with Instawork, why they like Instawork, as well as what other competitors they use and why they use them. This information is crucial for our team to strategically find ways to beat competitors and make sure the partner is having a top of the line experience with us.
Filling out the Feedback Form
You may notice that the Feedback form has changed recently. We are now looking for very important partner intel, which our account management team will use to ensure we give this partner the best experience we can. Remember IT'S OKAY TO PROVIDE NEGATIVE FEEDBACK. We understand that not everything is perfect all of the time, and this information helps us to bring better experiences to our partners.
EXPECTATION: WE SHOULD NOT FIND OUT FROM THE PARTNER NEW DETAILS OF THE SHIFT - WE SHOULD HAVE A FULL UNDERSTANDING OF WHAT WENT ON AT THE SHIFT INCLUDING:
WERE THERE ANY ISSUES WITH BEHAVIOR, ATTIRE, ETC.
DID YOU HAVE ANY ISSUES WITH THE APP ITSELF?
WERE THERE ISSUES WITH PROS BEING LATE, NO SHOWING, SENT HOME, ETC.?
WERE THE SHIFT DETAILS ACCURATE FOR THE PROFESSIONALS?
We expect that during these shifts you will have a reasonable amount of downtime, so please set yourself at least 10-15 minutes aside to complete this feedback form thoroughly, as failure to give detailed answers will result in program removal.
Here are the questions that will be included in the feedback form:
From 1-5, how did the shift go?
What went particularly WELL today?
What didn't go well today?
Please enter all the positions you've seen at the business location, including the number of non-Instawork pros present and where they come from.
This information is very important for us, as we always seek to expand the number of pros and positions we can service with these partners!
Any insights on why the business uses other agencies or apps? Do you foresee them switching to Instawork? Why or why not?
Some reasons could include: Pro quality, cheaper pricing, they have used them longer, prefer to use multiple agencies, etc.
What are the top 3 reasons the business is using Instawork?
How can we make the new captain experience better for you? Are there any new tools, training, or processes you'd like to see?
With the partner's permission, please upload a walkthrough video of the job site (where should pros go for clock in/out? What's the work environment?)
We plan to use these videos so that pros can see what to expect from a shift before they book it and before they show up!