Coastline K9 — Staff Reference Guide · Admin Loop System · All Staff · Read Fully
Employee Guide · How It Works & What Is Expected
Admin Loops:
What You Do, How You Do It,
What Done Looks Like
This document tells you exactly how information moves at Coastline K9, what your role is when something needs to be communicated, and what "done" means. Read it once. Reference it when you're unsure.
The one rule that covers everything:
"If your information affects what someone else does next — it must be documented, assigned to someone, and confirmed closed. If it's not in the system, it didn't happen."
Section 01
What Is an Admin Loop?
A loop is any piece of information that has to travel from one person to another and then land somewhere permanent so no one has to remember it. A loop is "open" while that information is still floating — in someone's head, in a text, in a note on the counter. A loop is "closed" when the information is documented, the right person knows about it, and the next action is assigned.
There are five loops at Coastline K9. Every admin problem we have ever had fits into one of them:
📅
Schedule Change
Any time, date, or location changes
🐕
Client Info
Health, behavior, contact updates
🔄
Training Handoff
Dog moves to another trainer
💳
Payment
Any money received or owed
📸
Content
Photos and videos captured
Section 02
What Does "Closed" Actually Mean?
A loop is not closed because you said it out loud. It is not closed because you sent a text. It is not closed because you assume someone else handled it. A loop is closed when all four of these are true — at the same time:
1
The information is in the correct permanent location
GHL client record, GHL calendar, Google Drive, or training log — not a text thread, not your memory.
2
The right person has been notified in writing
Text, GHL notification, or email — something they can refer back to. Not a verbal "hey by the way."
3
The next action is assigned to a specific person
One name. Not "someone" or "the team." If it belongs to everyone, it belongs to no one.
4
Completion is confirmed — by that person — in writing
They reply confirming it's done. Or they update GHL. Without this, it stays open.
These do not count as "closed"
- Texting someone a change and not getting a reply
- Telling someone in person without writing it down afterward
- Updating GHL but not notifying the person who needs to act on it
- Assuming Chloe handled it because you mentioned it last week
- Leaving a voicemail and considering it done
This loop covers: Any time a client reschedules, cancels, books a new session, or any change that affects when and where a trainer is supposed to show up.
When This Loop Opens
The moment a client says anything that changes a date, time, or location — even tentatively. "Can we move Tuesday's session?" opens this loop. It stays open until all four closure criteria are met.
Exactly What You Do — Step by Step
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1
Check GHL calendar before confirming anything
Do not tell the client the new time is available until you have verified it in GHL. Do not guess. If you're not Chloe and a client asks you to reschedule, direct them to Chloe.
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2
Update the GHL calendar within 30 minutes of confirming the change
Not later. Not when you get a chance. Within 30 minutes. The calendar is the source of truth. If it's not in GHL, it hasn't happened.
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3
Text the affected trainer with the updated time and location
Even if GHL sends a notification — text them directly. Trainers need to confirm they received it. If a trainer doesn't reply within 2 hours, follow up.
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4
Send the client a written confirmation of the new time
Text or email — something they can screenshot. Include date, time, location, and trainer name. "We're confirmed for Tuesday 10AM at your address with Olivia."
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5
Confirm the trainer replied, then mark the loop closed in the tracker
Trainer reply = loop can close. No trainer reply = loop stays open. Chloe logs it in the misfire tracker as closed with a note.
This Loop Is Closed When All 3 Are True
- GHL calendar shows the correct updated time and location
- Trainer has replied confirming they received the updated schedule
- Client has a written confirmation of the change
Common Mistakes — Do Not Do These
- Confirming a new time before checking GHL for conflicts
- Texting the trainer but not updating GHL calendar
- Updating GHL but not notifying the trainer directly
- Assuming the trainer saw the GHL notification without them confirming it
- Accepting a Saturday text reschedule and not acting on it until Monday
This loop covers: Anything a client tells us about their dog that changes how we work with that dog. New medication, allergies, behavioral incidents at home, vet visits, changes in the household, aggression history — all of it.
When This Loop Opens
The moment a client shares any new health, behavioral, or logistical information about their dog. This includes casual comments — "oh by the way he had a vet visit" opens this loop.
Exactly What You Do — Step by Step
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1
Enter the update in GHL client notes before you end the call or conversation
Before you hang up. Not after. Not when you get back to the desk. If you're in person, open GHL on your phone and add it right there. Use the client's dog name and the date in the note.
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2
If it's health or safety related — text Olivia AND Don immediately with "ACTION REQUIRED" in the message
Do not wait until the next session. If the dog had a seizure last night, if a new medication started, if there was an aggression incident — that trainer needs to know before they show up. "ACTION REQUIRED — [Dog Name] started Apoquel today. Check feeding notes in GHL."
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3
If the dog is in-facility, update the physical kennel card the same hour
GHL update + kennel card. Both. The kennel card is the last line of defense for whoever is doing morning checks.
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4
Notify all trainers currently working with that dog in writing
Not just the one you spoke to last. If multiple trainers touch that dog, they all need the update. One group text or GHL note tagged to each trainer.
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5
Get Olivia's written confirmation that the update was received and acted on
Olivia replies confirming — then Chloe closes the loop in the tracker.
This Loop Is Closed When All 3 Are True
- GHL client notes reflect the update with date logged
- Olivia has confirmed receipt and adjusted training approach in writing
- All active trainers on that dog have been notified in writing
Common Mistakes — Do Not Do These
- Saying "I'll add that to GHL later" — later is where information goes to die
- Texting one trainer but not the others working with the dog
- Updating GHL but not flagging Olivia for safety-critical changes
- Assuming a vet visit note is low-priority — always log it
This loop covers: Anytime responsibility for a dog transfers from one trainer to another — weekly rotations, illness coverage, end-of-program transitions, or any coverage situation.
When This Loop Opens
The moment it is confirmed that a different trainer will work with a dog next. That could be planned (weekly rotation) or unplanned (trainer calls in sick). The loop opens — and must close — before the incoming trainer's first session with that dog.
Exactly What You Do — Step by Step
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1
Outgoing trainer completes the Handoff Form in GHL by Friday at 4PM (or last session with that dog)
The form is in Drive under /Templates/Handoff Form. Fill in every field. If a field doesn't apply, write N/A — do not leave it blank. A blank form is an incomplete form.
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2
The Handoff Form must include: commands learned, issues observed, food and feeding notes, energy level this week, any incidents, and the next training priorities
Write it as if the incoming trainer has never met this dog before — because sometimes they haven't. Be specific. "Reactive to skateboards on left side" is more useful than "can be reactive."
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3
Olivia reviews and approves the form before the incoming trainer's first session
Olivia's review is not optional. If Olivia hasn't approved the form, the incoming trainer does not start. No exceptions.
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4
Incoming trainer reads the form and confirms in writing to Olivia before touching the dog
"Read the handoff for [Dog Name] — confirmed. Ready to start." That text to Olivia is the closure step. No text = loop still open.
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5
If the form contains any behavioral safety flag, acknowledge it specifically before starting
"I see the note about food aggression — I'll use the feeding protocol listed." Don't just say "read it." Acknowledge the flag by name.
This Loop Is Closed When All 3 Are True
- Handoff Form is completed and in GHL — all fields filled
- Olivia has reviewed and approved the form in writing
- Incoming trainer has confirmed reading it and acknowledged any open flags
Common Mistakes — Do Not Do These
- Giving a verbal handoff in the parking lot — this is not documentation
- Filling out the form after the incoming trainer has already started
- Leaving behavioral flags out of the form because they seem minor
- Incoming trainer skipping the form because they "already know the dog"
- Completing the form but not telling Olivia it's ready for review
This loop covers: Every dollar that comes in or is owed — deposits, balances, direct payments, Zelle, cash, wire, late payments, and disputes. Every method. Every amount.
When This Loop Opens
The moment any payment is received, expected, or missed. This includes when Erick personally receives a Zelle or cash payment — he is responsible for triggering this loop immediately.
Exactly What You Do — Step by Step
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1
Log every payment in GHL within 24 hours of receiving it — no exceptions
Log: client name, amount, payment method, date received, who received it. If you cannot log it yourself, you must notify Chloe within the same day with all four pieces of information.
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2
If Erick receives payment directly — he texts Chloe before he puts his phone down
"Received $2,900 Zelle from [Client Name] — 4-week S&T deposit. Please log." That's it. Then Chloe logs it. This is a non-negotiable owner responsibility.
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3
Chloe confirms deposit in GHL before any program start date is communicated to the trainer
Programs do not start without confirmed deposit in GHL. Trainers do not accept a dog until Chloe sends written confirmation that the deposit is logged and cleared.
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4
If a payment is late or missing — Chloe flags Erick within 24 hours of the due date
Not 72 hours. Not "at the next meeting." 24 hours. Erick handles client contact for overdue accounts — not Chloe. Chloe's job is to flag it fast.
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5
Payment log is reviewed every Monday at the Admin Loop Meeting
Chloe brings the payment log. Any discrepancies or unpaid balances get addressed then — not left to accumulate.
This Loop Is Closed When All 3 Are True
- Payment is logged in GHL with method, amount, date, and recipient
- Program status in GHL is updated — cleared to start, or on hold pending payment
- Trainer has Chloe's written confirmation before accepting the dog for any program
Common Mistakes — Do Not Do These
- Accepting a client's verbal "I'll pay Friday" as clearance to start the program
- Receiving a Zelle payment and not notifying Chloe the same day
- Waiting until the weekly meeting to flag a late payment
- Trainers accepting a drop-off without Chloe's written program clearance
This loop covers: Any photo or video captured during training sessions, client deliveries, in-facility work, or demos that has potential for social media or marketing use.
When This Loop Opens
The moment a trainer films or photographs anything during a session that could be used for the business. That footage starts as your responsibility — it ends as Chloe's responsibility once you upload it to Drive.
Exactly What You Do — Step by Step
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1
Upload footage to Google Drive the same day you captured it
Day of capture = day of upload. No exceptions. File naming format: DogName_Date_Type. Example: "Bruno_May25_OffLeashRecall.mp4". If it's not labeled correctly, Chloe cannot use it efficiently.
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2
Upload to the correct Drive folder: /Content/Pets or /Content/Protection
Pet training content goes in Pets. Protection or Erick content goes in Protection. Do not dump everything into one folder. Mislabeled content gets lost.
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3
If the client or owner is identifiable in the footage — confirm their consent is on file before uploading
Check GHL for a signed media release. If there isn't one, note it in the Drive file description: "Client not consented — trainer footage only." Chloe will not post unconsented client content.
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4
Chloe checks Drive every Monday and Thursday for new uploads
Chloe attaches a content brief to each upload: dog name, program type, consent status, and which account it goes on (CK9 Pets vs CK9 main). Trainers do not post directly — Chloe posts.
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5
Once posted or scheduled, Chloe marks the Drive folder status as "Posted — [date]"
Any content sitting in Drive unposted for more than 7 days gets flagged at the Monday meeting. Content has a shelf life — a 4-week S&T dog posted in week 7 is old news.
This Loop Is Closed When All 3 Are True
- Footage is in Drive with correct file name and folder location
- Content brief is attached by Chloe with consent status confirmed
- Content is posted or scheduled — Drive folder marked "Posted" with date
Common Mistakes — Do Not Do These
- Leaving footage on your phone for days — it gets lost or deleted
- Uploading to Drive with no file name or a name like "IMG_4721"
- Posting directly from your personal phone to the CK9 account
- Filming a client without their consent being on file
- Assuming Chloe knows what dog and program the footage is from
Section 08
When Something Goes Wrong — How to Handle a Misfire
A misfire is when a loop breaks. Information didn't get to the right person in time. A step was skipped. Something wasn't documented. When this happens — here's the process. No blame. Factual. Fix it and prevent it from happening again.
When you identify a misfire — answer these 7 questions in order:
What this is NOT:
What a misfire conversation is not
- It is not about who is to blame
- It is not an opportunity to criticize someone's character or work ethic
- It is not a group pile-on in the team chat
- It is not something to ignore because it "worked out fine this time"
- It is not optional — every misfire gets logged, even small ones
Section 09
What to Say — Exact Scripts
Use these word-for-word. They remove emotion, create clarity, and assign action. Fill in the blanks — don't change the structure.
"The missing connection is [specific information that didn't move]. It needs to live in [GHL / Drive / calendar / training log]. The person who needs to know is [name]. The next action is [update the record / notify the client / confirm the payment / complete the handoff form]. Can you confirm when that will be done?"
"Got it. I'm updating [GHL / Drive / calendar], notifying [trainer name / client name / Erick], and I will confirm when it's closed. Expect confirmation by [specific time or date]."
"I don't have the handoff form for [dog name] and I'm not starting until I do. This isn't about slowing anyone down — it's the standard. Who has the last notes on this dog? I need them in writing before I take responsibility for this session."
"Loop closed. I updated [GHL / Drive / calendar] on [date]. [Name] was notified and confirmed receipt. The new rule is in the SOP in Drive. Marking it closed in the tracker."
"Flagging — [Client Name] balance of [$amount] was due on [date]. It's now [X days] overdue. No payment in GHL. How do you want to handle this?"
Section 10
Accountability — How It Works
This is not about being punished for making mistakes. It's about making sure the system improves every time something goes wrong. Here is exactly how it works — so there are no surprises.
What it means: The first time something goes wrong — especially if no clear rule existed — it is treated as a system problem, not a you problem.
What happens: The team identifies the root cause. We write or update the SOP. The person who caused the misfire often helps write the fix — because they know the gap best. Nothing goes in your personnel file. No formal conversation about performance.
What is expected from you: Engage honestly with the correction process. Help figure out what the rule should be. Own the fix if it's assigned to you.
What it means: The rule exists. It was communicated to you. The same misfire happened again. This moves from a system conversation to a direct conversation — one-on-one with Erick or Olivia.
What happens: A private conversation happens. The rule is reviewed. The real obstacle is identified — maybe the process is unclear, maybe the tool is confusing, maybe it's a workload issue. You will be heard. Then a specific support action or process change will be decided. This conversation is documented with a date and summary. A follow-up check-in is scheduled 7 days out. It goes in your personnel record.
What is expected from you: Show up to the conversation ready to be honest about what got in the way. If the process is broken, say so. If you forgot, say so. Honesty here leads to better outcomes for everyone.
What it means: The rule exists. You were coached. The same misfire happened a third time. This is now a performance conversation — formal, documented, and direct.
What happens: Erick meets with you one-on-one. The tracker is open. Three specific instances are named with dates. The prior coaching conversation is referenced. A written standard going forward is established. A consequence for a fourth miss is clearly stated — and signed by both of you.
What is expected from you: This is a serious conversation, and it deserves your full engagement. If there is a reason the system isn't working for you, this is the time to raise it. After this meeting, one more miss of the same type within 90 days initiates separation proceedings.
Note on safety: Any misfire that puts a dog or person at physical risk can skip directly to Rung 2 or Rung 3 depending on severity. Safety misfires are never treated as "first time, no big deal."
Important clarifications:
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→
You cannot be escalated to Rung 2 or 3 for a rule that was never written down or communicated to you in writing. If the rule wasn't documented, this system protects you.
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Each type of misfire resets independently. Three misses on schedule changes does not affect how a first miss on a content loop is treated.
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The goal of this entire system is to build something that does not depend on anyone being perfect. Systems catch things that people miss. That's why we build them.
Quick Reference
The Questions You Should Always Be Able to Answer
Is this information documented somewhere permanent?
GHL, Drive, or the training log — not a text, not your memory.
Does anyone else need to act on this information?
If yes — have you notified them in writing and gotten a reply?
Is there a next action from this information?
If yes — is it assigned to one specific person with a due date?
Have I confirmed the loop is closed?
Did the owner confirm completion in writing? If not — it's still open.
What loop does this belong to?
Schedule / Client Info / Training Handoff / Payment / Content.
Would I be comfortable if Erick saw this loop right now?
If no — close it before he has to ask about it.