Ways of Working
Purpose: How we communicate, make decisions, hand off work, and coordinate — regardless of role. The glue that keeps the system running smoothly.
Quick Start
| Principle | Rule |
|---|---|
| Communicate | WhatsApp for urgent/event-day, Email for external, Slack for IT |
| Decide | If it affects just you → decide. If others → check with your lead. |
| Hand off | 1-2 weeks notice, document status, brief your successor |
| Weekly rhythm | Check your Role Playbook below |
That's it. Everything below is reference.
Communication Channels — When to use what, response expectations, 5 principles
Communication Channels
When to Use What
| Channel | Best For | Not For | Response Expectation |
|---|---|---|---|
| WhatsApp Group | Event-day coordination, quick questions, celebrations | Long discussions, file sharing, sensitive topics | Same day |
| WhatsApp DM | Urgent/time-sensitive, personal check-ins | Group decisions, documentation | Within hours |
| External outreach, formal communication, documentation | Internal quick coordination | 1-2 business days | |
| Slack | IT team, threaded discussions, file sharing, non-urgent internal | Urgent messages, external contacts | 1 day |
| Phone Call | Urgent issues, sensitive conversations, relationship building | Routine updates | Immediate if answered |
| In-Person | Onboarding, feedback, sensitive topics, brainstorming | Routine coordination | As scheduled |
Communication Principles
- Default to async — Don't expect immediate responses; respect others' time
- Be specific — "Can you send the flyer by Thursday?" not "Can you help with flyers?"
- Close the loop — Confirm when you've completed something someone asked for
- Escalate early — If stuck, ask for help before it becomes urgent
- Celebrate wins — Share good news in the group; morale matters
Decision Rights — Who decides what, budget thresholds, when in doubt
Decision Rights
Who Can Decide What
| Decision Type | Who Decides | Who's Informed | Examples |
|---|---|---|---|
| Day-to-day execution | Role owner | Team lead | Which buildings to email today, social post wording |
| Role-level changes | Role lead + Volunteer Coordinator | Team | Changing weekly rhythm, adding a task |
| Campaign strategy | Campaign Lead + Board liaison | All volunteers | Venue choices, messaging themes, budget allocation |
| Budget under $100 | Campaign Lead | Board | Supplies, refreshments |
| Budget $100-500 | Campaign Lead + Board approval | All leads | Marketing materials, event costs |
| Budget over $500 | Board | All leads, volunteers | Major projects, signage, kiosk |
| External partnerships | Outreach Lead + Campaign Lead | Board | Library agreements, embassy relationships |
| Public messaging | Communications Lead (review) | Campaign Lead | Social posts, email campaigns |
| Crisis/controversy | Center Coordinator + Board | All | Media inquiries, complaints, safety issues |
When in Doubt
Ask: "Who will be affected by this decision?"
- Just you? → Decide and move.
- Your team? → Check with your lead.
- Multiple teams? → Bring it to the relevant leads.
- External/public? → Get Communications Lead or Board review.
Handoffs and Transitions — Starting a role, stepping back, handoff template
Handoffs and Transitions
Starting a Role
- Shadow first — Observe the current person for 1 cycle (week or event)
- Get the docs — Read relevant playbook and current status (use the search bar!)
- Check linked Sheets — Operational data lives in connected Google Sheets
- Do a small task — Complete one piece independently
- Debrief — What questions came up? What's unclear?
- Take ownership — You're now the point person
Stepping Back from a Role
- Give notice — 1-2 weeks ahead if possible
- Document status — What's in progress? What's pending? What's blocked?
- Update the docs — Make status updates directly in this system
- Identify replacement — Work with Volunteer Coordinator
- Brief your successor — Walk through the role, answer questions
- Be available — For 1-2 weeks after, answer clarifying questions
Handoff Template
When transitioning, share this with your successor:
Role: [Your role]
Transition date: [Date]
## Current Status
- In progress: [List]
- Pending: [List]
- Blocked on: [List]
## Key Contacts
- [Name] - [What they help with]
- [Name] - [What they help with]
## Weekly Rhythm
- [Day]: [Task]
- [Day]: [Task]
## Watch Out For
- [Common pitfall or important context]
## Questions?
Reach me at [contact] for the next 2 weeks.
Role Playbooks — Weekly rhythms for Campaign Lead, Volunteer Coordinator, Outreach, Communications, IT, Center, Facilities
Role Playbooks
Campaign Lead (Mega Course)
Owns: End-to-end Mega Course execution — registrations, logistics, volunteer coordination for the course.
Weekly Rhythm:
| Day | Focus |
|---|---|
| Monday | Review registrations, identify gaps, plan outreach for the week |
| Tuesday-Thursday | Coordinate outreach, check in with Outreach Lead and Communications Lead |
| Friday | Prepare for weekend events (intro talks, Knowledge in Action follow-up) |
| Saturday | Attend Knowledge in Action, connect with potential registrants |
| Sunday | Review week, update tracking sheet, plan next week |
Key Metrics: Registrations vs. target, intro talk attendance, conversion rate
Coordinates With: Outreach Lead, Communications Lead, Volunteer Coordinator, Course Teachers
Decision Rights: Venue logistics, outreach priorities, day-of execution
Volunteer Coordinator
Owns: Activating volunteers, matching people to roles, supporting volunteer wellbeing.
Weekly Rhythm:
| Day | Focus |
|---|---|
| Monday | Review volunteer roster, identify gaps, check in with struggling volunteers |
| Wednesday | Send Knowledge in Action reminder for Saturday |
| Thursday | Confirm volunteer assignments for upcoming events |
| Saturday | Attend Knowledge in Action, connect with potential volunteers |
| Sunday | Update roster, note who's thriving/struggling, plan outreach |
Key Metrics: Active volunteers, retention rate, Knowledge in Action attendance
Coordinates With: All role leads, Campaign Lead
Decision Rights: Volunteer assignments, role transitions, recognition
Outreach Lead
Owns: Building relationships with external venues — apartment buildings, libraries, embassies, partners.
Weekly Rhythm:
| Day | Focus |
|---|---|
| Monday | Review outreach pipeline, prioritize contacts for the week |
| Tuesday-Wednesday | Send 3-5 outreach emails or make calls |
| Thursday | Follow up on previous outreach, schedule meetings |
| Friday | Update Contacts Directory with new info |
| Weekend | Attend events if venue visits are scheduled |
Key Metrics: New venues contacted, responses received, partnerships confirmed
Coordinates With: Campaign Lead, Communications Lead (for messaging)
Decision Rights: Outreach prioritization, relationship management, venue selection
Communications Lead
Owns: Public messaging — social media, email campaigns, flyers, external communication.
Weekly Rhythm:
| Day | Focus |
|---|---|
| Monday | Plan week's content, coordinate with Campaign Lead on priorities |
| Tuesday | Draft 1-2 social posts, review any pending flyers |
| Wednesday | Schedule posts, send newsletter if applicable |
| Thursday | Engage with comments/DMs, monitor response |
| Friday | Review week's performance, note what worked |
Key Metrics: Engagement rate, email open rate, registration clicks
Coordinates With: Campaign Lead, Outreach Lead (for messaging alignment)
Decision Rights: Post timing/wording, design choices, content calendar
Review Required: New messaging themes, sensitive content, crisis response
IT Lead
Owns: Automation, tools, tech support, registration tracking systems.
Weekly Rhythm:
| Day | Focus |
|---|---|
| Monday | Check automation status (n8n workflows, form integrations) |
| Wednesday | Address any tech support requests |
| Friday | Weekly system check, backup data if needed |
| As needed | Build new automations, troubleshoot issues |
Key Metrics: System uptime, automation success rate, support requests resolved
Coordinates With: All leads for tool needs
Decision Rights: Tool selection, automation design, technical implementation
Center Coordinator
Owns: Room bookings, center schedule, facilities, day-to-day center operations.
Weekly Rhythm:
| Day | Focus |
|---|---|
| Daily | Check room bookings, respond to requests |
| Monday | Review week's schedule, confirm bookings |
| Wednesday | Check supplies, equipment status |
| Friday | Confirm weekend event setup needs |
| Saturday/Sunday | Ensure center is ready for events |
Key Metrics: Booking conflicts (should be zero), facility issues resolved
Coordinates With: All leads for space needs, Facilities Lead for projects
Decision Rights: Room assignments, schedule conflicts, equipment checkout
Facilities Lead
Owns: Physical space — garden, signage, setup, center improvements.
Weekly Rhythm:
| Day | Focus |
|---|---|
| Weekly | Walkthrough of center, note maintenance needs |
| As needed | Coordinate with vendors, manage projects |
| Before events | Ensure signage, setup materials are ready |
Key Metrics: Project completion, maintenance issues resolved
Coordinates With: Center Coordinator, Board (for budget approval)
Decision Rights: Minor maintenance, setup arrangements, vendor coordination
Meetings — Standing meetings, 4 principles, default to async
Meetings
Standing Meetings
| Meeting | Frequency | Who | Purpose | Duration |
|---|---|---|---|---|
| Leads Sync | Weekly | All role leads | Coordination, blockers, priorities | 30 min |
| Campaign Standup | Daily (during active campaigns) | Campaign Lead + active volunteers | Quick status, today's focus | 15 min |
| Knowledge in Action | Weekly (Saturday) | Open to all | Volunteer activation, community building | 2 hours |
Meeting Principles
- Start on time — Respect everyone's schedule
- Have an agenda — Even if it's three bullet points
- End with actions — Who does what by when
- Default to async — If it can be a message, don't make it a meeting
Conflict Resolution — Assume good intent, 5 steps, escalation path
Conflict Resolution
When Disagreements Happen
- Assume good intent — Everyone wants the initiative to succeed
- Get curious — "Help me understand your perspective"
- Focus on outcomes — "What are we trying to achieve?"
- Find the third option — Often there's a solution that honors both views
- Escalate if stuck — Bring in a neutral party (Volunteer Coordinator or Campaign Lead)
Escalation Path
Try to resolve 1:1
↓
Bring in your lead
↓
Bring in Volunteer Coordinator
↓
Bring in Center Coordinator / Board
Most things resolve at step 1 or 2. That's healthy.
Documentation Habits — What to document, where, keep it light
Documentation Habits
What to Document
- Decisions — Why we chose X over Y
- Processes — How to do recurring tasks
- Contacts — Who we've reached, what we discussed
- Lessons — What worked, what didn't
Where to Document
| Type | Location |
|---|---|
| Contact info, outreach status | Contacts Directory (linked Google Sheets) |
| Process how-tos | Relevant playbook or this doc |
| Event outcomes | Campaign docs (campaigns/) |
| Ideas for later | Ideas Backlog |
| Decisions made | Assumptions file or relevant doc |
| Status updates | This documentation system (allows edits) |
Documentation Features
This documentation system provides: - Search bar — Find anything quickly - Natural language queries — Ask questions about the docs (coming soon) - Linked Google Sheets — Operational data connected to live spreadsheets - Status updates — Make changes directly to keep things current
Keep It Light
- Don't document everything — just what someone else would need
- Update docs when things change — stale docs are worse than no docs
- If a doc is never used, delete it
Quick Reference
| I Need To... | Go Here |
|---|---|
| Find my role's weekly rhythm | Role Playbooks (above) |
| Know who decides what | Decision Rights (above) |
| Hand off my role | Handoff Template (above) |
| Reach someone | Contacts Directory |
| Start volunteering | How to Volunteer |
| Understand priorities | Priorities |
This doc keeps us coordinated without endless meetings. Use it, improve it, live it.
Related Documents
- Index — Documentation home
Last updated: 2025-12-23