Your job in one sentence: Handle the 80% that's routine so leadership can focus on the 20% that needs them.
Day 1 Checklist
- Access granted: Gmail (tech@, venues@, films@), Google Drive (OEFF 2026 folder), Tracker spreadsheet
- Read: This onboarding doc (15 min)
- Read: Escalation Triggers — know what you handle vs. forward (10 min)
- Skim: Response Templates — know what exists, don't memorize (10 min)
- Skim: Host FAQ — know what's covered (10 min)
- Practice: Draft responses to the 3 sample messages below — don't send, share with Tech Coordinator for feedback
- Confirm: You know who to escalate to and how to reach them
The Decision Tree
When an email arrives, run through this:
1. Is this answered in the FAQ?
YES → Use template H2, link to FAQ section
NO → Continue
2. Is there a template for this situation?
YES → Use template, customize details
NO → Continue
3. Check escalation triggers — what level?
🟢 GREEN → Handle it yourself
🟡 YELLOW → Try to handle, escalate if stuck >15 min
🔴 RED → Forward immediately
4. Is screening within 48 hours?
YES → Escalate ANY unresolved issue
NO → Normal process
5. Have you spent >30 minutes on this one email?
YES → You're missing context. Escalate.
NO → Keep working
Practice Messages
Draft responses to these. Don't send — share with Tech Coordinator for feedback.
Practice #1: Easy
From: [email protected]
Subject: Question about hosting
Hi,
Our church is interested in hosting a screening for Earth Day.
How much does it cost and what do we need to provide?
Thanks,
Jane
Hint: This is template V1 territory. Check if they've filled out the interest form.
Practice #2: Medium
From: [email protected]
Subject: RE: Your OEFF screening packet
Hi,
I downloaded the file but VLC says the file is corrupted.
I tried re-downloading twice. Our screening is April 24.
Help?
Tom
Hint: Template H4 applies. Screening is 48+ hours away (assuming current date is before April 22). What info do you need from them?
Practice #3: Escalate
From: [email protected]
Subject: Urgent - need to cancel
Hi,
I'm so sorry but we need to cancel our screening. Our main
organizer just had a family emergency and we can't make it work.
Is there any way to get a refund on our host fee?
Maria
Hint: This is RED — cancellation + refund = Executive Director territory. How do you format the escalation?
Template Quick Reference
Host Templates
| Code | When to Use |
|---|---|
| H1 | Initial host inquiry |
| H2 | Question answered in FAQ (link them) |
| H3 | Packet delivery |
| H4 | Technical issue |
| H5 | Webinar reminder |
| H6 | Follow-up / check-in |
Venue Templates
| Code | When to Use |
|---|---|
| V1 | New venue inquiry, no interest form yet |
| V2 | Interest form done, need assessment |
| V3 | Tier assignment confirmation |
| V4 | Existing host status check |
Filmmaker Templates
| Code | When to Use |
|---|---|
| F1 | File request |
| F2 | File received confirmation |
| F3 | File issue found |
| F4 | Escalation to filmmaker |
Internal Templates
| Code | When to Use |
|---|---|
| I1 | Weekly update to Executive Director |
| I2 | Decision needed |
| I3 | Handoff to another team member |
Escalation Quick Reference
GREEN — Handle Yourself
- "How do I download my packet?"
- "When is the webinar?"
- "VLC won't play" (give troubleshooting steps)
- Any question answered in FAQ
YELLOW — Try First, Escalate if Stuck
- File issue after troubleshooting
- Captions out of sync
- Venue assessment questions
- Anything you've spent >15 min on
RED — Forward Immediately
- Screening within 48 hours + unresolved issue
- Cancellation requests
- Refund requests
- Schedule change requests
- Film change requests
- Budget questions
- Anything involving money
- Anything you're not sure about
Golden Rules
| Do | Don't |
|---|---|
| Respond within 24-48 hours | Let emails sit unread |
| Use templates — they exist for a reason | Reinvent the wheel each time |
| Escalate when uncertain | Guess at answers you're not sure about |
| Ask for venue name + film + screening date | Respond without knowing who you're helping |
| Forward the original email when escalating | Summarize and lose context |
| Note when a template doesn't fit | Struggle silently with bad tools |
| Add questions to FAQ when they repeat | Answer the same thing 10 times |
Your First Week
| Day | Focus |
|---|---|
| Day 1 | Read docs, do practice messages, get feedback |
| Day 2 | Shadow inbox — read incoming, draft responses, don't send |
| Day 3 | Start responding with review — Tech Coordinator approves before send |
| Day 4-5 | Respond independently, escalate as needed |
| End of Week 1 | Check-in: What's working? What templates are missing? |
Feedback Welcome
If you notice:
- A template that doesn't fit real situations → Tell us
- A question that keeps coming up → Add to FAQ
- An escalation that was wrong (either direction) → Let us know
- A faster way to do something → Share it
This doc improves with use.
Remember: Escalation is not failure. Silence is failure.