Welcome! What brings you here?
What's your relationship with OEFF?
What will you be doing?
Email Support Onboarding
Your job: Handle the 80% that's routine so leadership can focus on the 20% that needs them.
Get access
You need: Gmail access to shared inboxes, Google Drive (OEFF 2026 folder), the tracker spreadsheet.
Ask Tech Coordinator if you're missing any of these.
Set up shared inboxes
Add films@ and hosts@ to your Gmail so you can send and receive as the team.
Setup Guide →Learn the escalation rules
Know what you handle vs. what you forward. This is your daily reference.
Escalation Triggers →Skim the response templates
Know what exists — you don't need to memorize them yet.
Response Templates →Read the full onboarding guide
Includes practice messages and your first week schedule.
Support Onboarding Guide →Event Support Onboarding
Thank you for helping during festival week! Here's what you need to know.
Know your assignment
You should have received: venue name, date, time, and your role (greeter, tech assist, etc.)
If unclear, contact your venue coordinator.
Review the run of show
Each screening has a run of show document with timing and responsibilities.
Your venue host should share this with you.
Save the hotline number
For day-of emergencies only. Available 9am-10pm during festival week.
Hotline: [HOTLINE_NUMBER]
Know what to escalate
Technical issues → call hotline. Attendee questions → check FAQ or ask venue host.
General Support Onboarding
Welcome! Here's the baseline everyone needs.
Get access
You should have: Google Drive access (OEFF 2026 folder) and any task-specific tools.
Ask your supervisor if you're missing access to something.
Get your specific assignment
Your supervisor will give you task-specific instructions. This doc covers the foundation.
Project Contractor Onboarding
Welcome! Here's what you need to deliver great work.
Review your scope
You should have a Statement of Work or scope document defining deliverables, timeline, and payment.
If you don't have this in writing, ask before starting work.
Get access to what you need
Google Drive folder with source materials, brand guidelines, any relevant history.
Your primary contact should share this. Ask if you don't have it.
Know your contacts
- Primary contact: Who reviews your work and answers questions
- Final approver: Who signs off (often Executive Director)
- Technical questions: Tech Coordinator if your work involves systems
Understand handoff expectations
Where do final files go? What format? Who needs to be notified?
Clarify this before you finish, not after.
Coordinator Onboarding
Welcome to the core team. Here's the full picture.
Set up communications
Add all relevant shared inboxes to your Gmail. You need visibility into cross-team threads.
Setup Guide →Understand the support system
How questions get routed, what gets escalated to you, what you can delegate.
Support System Overview →Review your area's docs
Templates, escalation triggers, and any area-specific guides relevant to your domain.
Escalation Triggers → Response Templates →Leadership / Admin
System configuration and infrastructure documentation.
Quick Reference
Getting Started
Support Resources
Admin / System Docs
Shared Addresses
- films@ — Filmmaker communications
- hosts@ — Host/venue communications
- tech@ — Technical support
Subject Prefixes
- [Action by DATE] — Need them to do something
- [Q:] — Asking a question
- [FYI] — No action needed
- [Confirmed] — Closing the loop
Escalation Quick Check
- Handle: FAQ questions, template fits
- Try first: Troubleshooting, clarification
- Forward: Money, schedule, cancellation, <48hrs
Key Contacts
- Technical: Tech Coordinator
- Schedule/Budget: Executive Director
- Programming: Programming Lead
How do I switch the "From" address when replying?
Click reply, then click the From field at the top of the compose window. Select the shared address from the dropdown.
What if I'm not sure whether to escalate?
Escalate. A quick "hey, should I handle this?" takes 30 seconds and prevents problems. Silence is worse than asking.
Where are the email templates?
See the Response Templates page. Templates are organized by audience: Hosts (H1-H6), Venues (V1-V4), Filmmakers (F1-F4).
How do I hand off a thread to someone else?
No need to forward — it's already in the shared inbox. Tag in Team Space if urgent, or use the escalation format to add context.
What's the difference between hosts@ and tech@?
hosts@ is for venue coordination, hosting questions, and logistics. tech@ is for file delivery, playback issues, and technical support.