01
Welcome to the Triage team at Unlikely Professionals. This guide covers everything you need to close out aged projects efficiently.
What We Do
Unlikely Professionals performs building code compliance inspections across Maryland, Washington D.C., and Virginia, primarily focused on structural foundation and water management systems. When a builder constructs or renovates a home, local building codes require third-party verification that the structure meets foundation, waterproofing, drainage, and structural integrity standards. We inspect the work, certify compliance, and deliver the paperwork the builder needs to close permits.
Why this matters
Without our certification, the builder cannot pass final inspection and the homeowner cannot move in. We are a critical link in the construction process.
Why Triage Exists
In a perfect world, every project would move from inspection to certification within a few days. In reality, projects sometimes stall. Data goes missing. Clients stop responding. Inspectors move on to new jobs. When a project sits for more than 45 days after its last inspection without a certification being delivered, it is automatically transferred to the Triage team.
Triage exists because aged projects represent revenue that has been earned but not collected, and compliance work that has been done but not delivered. Every project in your queue is a builder who still needs their paperwork. Your job is to close that loop.
The 45-day rule
This is the core mechanic of your role. When a project exceeds 45 days since its last inspection without certification delivery, it automatically transfers from the original branch to the Triage team. The original scheduler and assistant lose portal access to the project. You take ownership. Section 04 covers this in full detail.
What the Portal Is
The portal is a custom-built web application that manages every project from intake through certification delivery. Behind it sits SmartSuite (the project database), a FastAPI backend (the engine), and Supabase (a mirror for reporting). You do not need to interact with any of these directly. The portal is your interface to all of it.
Your Role: Triage
As a Triage user (triage), you are the aged project recovery specialist. Here is what that means practically:
- Investigator: You receive projects that have gone cold and figure out why they stalled.
- Gatherer: You track down missing data, photos, documents, and test results that are blocking certification.
- Closer: Your goal is to get every triage project to a state where it can be certified and invoiced.
- Cross-branch: Unlike schedulers and assistants who only see their own branch, you see triage projects from all branches — Baltimore, Manassas, and Richmond.
The Big Picture
Here is how a project reaches you and what happens after:
Project is inspected by field team
↓
45+ days pass without certification delivery
↓
System auto-transfers project to Triage
↓
You investigate: what is missing? why did it stall?
↓
You gather missing data (RFIs, file requests, follow-ups)
↓
Project becomes complete → ready for certification
↓
Admin/Owner drafts cert + invoice
↓
Cert + invoice delivered to originating branch’s GOA
Invoice routing
Even though triage handles the project, the invoice always routes to the GOA of the originating branch — the branch that originally submitted the project. This happens automatically.
02
Accessing the Portal
Open your browser and go to unlikely.works. This is the triage domain. Log in with the credentials Dustin provides.
Important
The portal is accessible at
unlikely.works or unlikely.management — both serve the same portal. Your role determines what you see after login.
Your Dashboard
After login, you land on your dashboard. It is role-filtered — you see what matters to your role. Here is what each section means:
| Dashboard Section | What It Shows | Why It Matters |
|---|---|---|
| Triage Queue | All active triage projects, broken down by status (Assigned, Under Review, Awaiting Documents, etc.) | This is your primary work queue — every project here needs your attention |
| Active Projects | Projects you are currently working on | Tracks what you have in progress so nothing gets forgotten |
| Recently Closed | Triage projects that have been resolved and closed | Shows your throughput and confirms projects are moving out of triage |
| RFIs | Open RFIs you have sent or that need your response | Unanswered RFIs block projects from moving forward |
| Schedule Changes | Pending schedule change requests | Relevant when triage projects need re-inspection scheduling |
Morning Numbers to Check
Every morning, glance at these numbers before doing anything else:
- Triage queue total — How many active triage projects are in the system? Is the count growing or shrinking?
- Awaiting Documents count — How many projects are stalled on missing data? These are your follow-up priorities.
- Open RFI count — Are any RFIs aging without response? Check the escalation cadence.
- Newly assigned count — Did any new projects land in triage overnight? These need initial investigation.
- Days-in-triage extremes — Which projects have been in triage the longest? These need escalation.
Cross-branch visibility
Unlike other roles, your dashboard shows projects from all branches — Baltimore, Manassas, and Richmond. You are not scoped to a single branch. This is by design: triage operates across the entire organization.
03
Work through these steps in order every morning. The priority sequence ensures the oldest and most urgent projects get attention first.
Check the Triage Queue on your dashboard for any projects with status Assigned. These are projects that have just crossed the 45-day threshold and landed in your queue. They need initial investigation before anything else can happen.
For each newly assigned project:
- Open the project detail page.
- Read the project history — what inspections were done, when, and by whom.
- Check the file inventory — are photos, plans, and permits present?
- Check the SOW (Scope of Work) — are all line items complete?
- Identify what is missing and update the triage status accordingly.
Tip
The project’s Comm Log (communication history) is invaluable. It shows every status change, RFI, and note ever logged against the project. Start there to understand why the project stalled.
Projects in Awaiting Documents status have open RFIs or outstanding data requests. Check each one:
- Has the RFI been responded to? If yes, review the response and move the project forward.
- Has the RFI been aging without response? If it has been more than 3 days, consider escalating.
- Is the RFI directed to the right person? Sometimes a scheduler cannot answer a field question — you may need to redirect.
RFI escalation cadence
The system auto-reminds recipients at Day 1, Day 3, Day 5, and Day 7+. If you are past Day 7 with no response, escalate manually through the Escalations page.
After handling new assignments and follow-ups, work your active projects. Prioritize by age — the project that has been in triage the longest gets attention first.
The Tracker page (covered in Section 07) gives you a clear view of days-in-triage for every project. Use it to maintain your priority order.
Why oldest first
Aged projects represent the longest-outstanding revenue and compliance gaps. The older a project gets, the harder it becomes to close — clients forget details, staff turnover makes data retrieval harder, and the risk of the project becoming uncollectable increases. Working oldest first minimizes this risk.
Navigate to Field Ops → RFIs and review all open RFIs. Are any approaching the escalation threshold? Navigate to Field Ops → Escalations and review any active escalations.
See Section 09 for full details on RFI and escalation workflows.
If any triage projects require re-inspection (field visit required), check the calendar for upcoming visits. Review any pending schedule change requests relevant to triage projects.
Daily Priority Order Summary
1. Newly assigned triage projects
↓
2. Follow up on Awaiting Documents / open RFIs
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3. Work active projects (oldest first)
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4. Review escalations
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5. Check calendar / schedule changes
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6. End-of-day checklist (Section 13)
04
The 45-day rule is the foundational mechanism of your role. Understanding it completely is essential.
What Triggers the Transfer
The system scans for projects meeting all of these conditions:
- The project has had at least one site visit (inspection).
- More than 45 calendar days have passed since the last inspection date.
- No certification has been delivered.
- No new inspection is scheduled within the 45-day window (a scheduled visit resets the clock).
- The project belongs to an eligible branch: Baltimore, Manassas, or Richmond.
Clock start
The 45-day clock starts from the last inspection date. If a project has had multiple site visits, only the most recent one matters. For projects with no site visits on record, the system falls back to the permit issue date.
What Happens When a Project Transfers
| Who | What Changes |
|---|---|
| Original Scheduler | Loses portal access to the project. Can no longer see it in their project list. |
| Original Assistant | Loses portal access to the project. |
| GOA (Branch Manager) | Retains visibility. Can still see the project. Receives the invoice when the project is complete. |
| Triage Team (you) | Gains ownership. Project appears in your Triage Queue. You drive it to completion. |
| Admin / Owner | Retains full visibility. Handles cert/invoice drafting once you get the project ready. |
Clock Reset
The 45-day clock resets if a new inspection is scheduled before the 45-day threshold is reached. This is by design — it means the branch is actively working the project and triage is not needed.
No override
The 45-day transfer is automatic. The original branch cannot “opt out” or delay it. Once a project crosses the threshold, it transfers to triage. This ensures aged projects do not get lost in branch workloads.
Branch Eligibility
Only JES branches are eligible for triage transfer:
| Branch | Eligible |
|---|---|
| Baltimore | Yes |
| Manassas | Yes |
| Richmond | Yes |
| New Haven | No — excluded from triage |
The Transfer Flow
Project last inspected on Day 0
↓
Days 1–44: Normal branch ownership
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Day 45: Has cert been delivered? Is a new visit scheduled?
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Yes (either)
Project stays with branch. Clock resets if new visit scheduled.
No (neither)
Auto-transfer to Triage. Scheduler/assistant lose access.
↓
Project appears in your Triage Queue
Why 45 days?
The target SLA for certification delivery is 3 business days after final inspection. 45 calendar days is a generous buffer that accounts for legitimate delays (client holds, pending RFIs, multi-visit projects). If a project has not been certified in 45 days, something has gone wrong and intervention is needed.
05
Every triage project follows the same general path from assignment to resolution. This section walks through the complete process.
Triage Flags
Triage is now flag-based. A project is either In Triage, Resolved, or Returned. Internal workflow stages (Under Review, Awaiting Docs, Desk Review, Field Visit) are tracked in your triage notes, not as separate top-level statuses.
| Triage Flag | What It Means | Your Action |
|---|---|---|
| In Triage | Project is actively being worked by the triage team. All investigation, RFIs, desk reviews, and field visit coordination happen under this flag. | Investigate, gather missing data, coordinate re-inspections. Track internal workflow stages (Under Review, Awaiting Docs, Desk Review, Field Visit) in your triage notes. |
| Resolved | Triage work is complete. The system automatically runs cert validation and, if it passes, auto-advances the project to Ready for Cert. | Mark as Resolved when all data is gathered and verified. The system handles the rest. |
| Returned | Project sent back to the originating branch (rare). | Used when the project was transferred in error or the branch has resolved the issue themselves. |
Internal workflow tracking
Use your triage notes to track where you are in the investigation process (e.g., “Under Review — checking SOW completeness” or “Awaiting Docs — RFI #45 sent for drive logs”). This keeps the top-level status simple while preserving the detail you need.
The Full Triage Flow
1. In Triage
Project lands in your queue via 45-day auto-transfer
Project lands in your queue via 45-day auto-transfer
↓
2. Investigate
Open project detail. Read Comm Log. Check files, SOW, site visits. Note progress in triage notes.
Open project detail. Read Comm Log. Check files, SOW, site visits. Note progress in triage notes.
↓
3. What’s missing?
↓
Data / Docs Missing
Send RFIs. Note “Awaiting Docs” in triage notes.
↓
Wait for response. Follow up per escalation cadence.
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Response received. Review and verify.
Re-inspection Needed
Note “Field Visit Required” in triage notes.
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Coordinate scheduling for re-inspection.
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Inspection complete. Review new data.
Everything Present
Lucky — skip to desk review.
↓
4. Desk Review
Verify all data, photos, SOW, and test results are complete and consistent.
Verify all data, photos, SOW, and test results are complete and consistent.
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5. Resolved
Mark triage as Resolved. System runs cert validation → auto-advances to Ready for Cert if passes.
Mark triage as Resolved. System runs cert validation → auto-advances to Ready for Cert if passes.
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6. Invoiced
Cert + invoice sent to originating branch’s GOA. Project moves to Invoiced, then Closed on payment.
Cert + invoice sent to originating branch’s GOA. Project moves to Invoiced, then Closed on payment.
Investigation Checklist
When you first open an assigned triage project, check each of these:
| Check | What You’re Looking For | If Missing |
|---|---|---|
| SOW Completeness | Every line item in the Scope of Work has data. Quantities match what was inspected. | Send RFI to original scheduler or field team |
| Site Visit Records | Inspection date(s) recorded, inspector noted, results for each test. | Send RFI to field team |
| Photos | Required photos attached (foundation, waterproofing, drainage, structural elements). Clear and properly labeled. | Send RFI to field team. If re-shoot needed, mark Field Visit Required. |
| Drive Logs | PSI and torque readings for UND (underground duct) projects. | Send RFI to field team |
| Files & Permits | Plans, permits, and supporting documents attached to the project. | Send RFI to scheduler or branch GOA |
| Account / Address | Correct account linked, address is valid and complete. | Correct in the system or send RFI to scheduler |
| Comm Log | Review history for clues about why the project stalled. | N/A — use the log to inform your investigation |
Tip
The most common reason projects land in triage is missing photos. The second most common is an unresponsive client who was supposed to provide permits or plans. Start your investigation with these two items.
06
Triage Intake is a separate submission path from regular project intake. You access it from your sidebar under Triage → Triage Intake.
Important distinction
Regular Intake is used by schedulers to submit brand new projects. You do not have access to regular Intake. Triage Intake is specifically designed for re-submitting aged projects back into the active pipeline.
Two Categories of Triage Intake
| Category | When to Use | What Happens |
|---|---|---|
| Category 1: Existing Project | The project already exists in the system. You are assigning it to triage from an existing record. | The system looks up the project, shows you the file inventory, and you confirm the triage assignment. All existing data is preserved. |
| Category 2: New Project | Rare. A project was discovered during triage work that does not exist in the system at all (e.g., an old inspection that was never entered). | A new project record is created with triage status from the start. You provide the project details manually. |
Category 1 Flow: Existing Project
Navigate to Triage Intake
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Search for the project by address or project ID
↓
System displays project details and file inventory
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Is this the correct project?
↓
Yes
Confirm assignment. Project is moved to triage with status Assigned.
No / Not Found
Refine your search or switch to Category 2 if the project does not exist.
Category 2 Flow: New Project
Navigate to Triage Intake → New Project
↓
Enter project details: address, account, SOW, notes
↓
Upload any available files (photos, permits, plans)
↓
Submit. New project record is created with triage status.
↓
Project appears in your Triage Queue as Assigned.
File Staging
During triage intake, you can upload files to a staging area before finalizing the submission. This lets you gather documents incrementally. Staged files are associated with a session ID and are attached to the project record when you confirm the submission.
Tip
Category 2 (new project creation) should be rare. Most triage work involves existing projects that were already inspected. If you find yourself creating many new projects through triage intake, flag this to Dustin — it may indicate a systemic gap in the regular intake process.
07
The Tracker is your operational dashboard for monitoring the health of the triage pipeline. Access it from Triage → Tracker in the sidebar.
What the Tracker Shows
| View | What It Displays | How to Use It |
|---|---|---|
| Triage Counts by Branch | How many triage projects belong to each originating branch (Baltimore, Manassas, Richmond). | Identify which branch is producing the most aged projects. This can indicate branch-level process issues. |
| Days in Triage | How long each project has been in triage status. | Prioritize by age. Projects with the highest day counts need immediate attention or escalation. |
| Current Status Breakdown | Count of projects in each triage status (Assigned, Under Review, Awaiting Documents, etc.). | Spot bottlenecks. If “Awaiting Documents” is disproportionately high, your RFI process may need help. |
Using the Tracker for Prioritization
The Tracker is not just a reporting tool — it is your primary prioritization instrument. Here is how to read it effectively:
- Rising total count: More projects are entering triage than leaving. You are falling behind. Consider whether RFIs are being responded to promptly and whether any projects can be returned to branch.
- Falling total count: You are clearing the backlog. Good. Maintain the pace.
- One branch dominating: If, say, 60% of triage projects come from one branch, there may be a systemic issue at that branch (staffing, process gaps). Flag this to Dustin.
- High average days-in-triage: Projects are getting stuck. Check whether RFIs are stale, whether re-inspections are being scheduled, and whether any projects should be escalated or closed.
Pattern recognition
Over time, the Tracker helps you spot patterns. If the same type of project (e.g., UND foundation projects) keeps landing in triage from the same branch, that is actionable intelligence for improving the upstream process.
08
The Projects page gives you access to all triage-status projects in the system. Access it from Projects → Projects in the sidebar. Each project row includes a pipeline indicator — a compact dot-and-line graphic showing exactly where the project sits in its lifecycle (green = completed stages, blue = current stage, grey = upcoming stages, amber = on hold).
What You See
As a triage user, the Projects page shows you all projects that are currently in triage status. You are not branch-scoped, so you see triage projects from all three branches (Baltimore, Manassas, Richmond) in a single view.
Searching and Filtering
- Search by address: Type part of the street address to find a specific project.
- Search by project ID: If you know the project’s SmartSuite record ID, you can search directly.
- Filter by triage status: Narrow the list to just Assigned, or just Awaiting Documents, etc.
- Filter by originating branch: See only projects from a specific branch.
Project Detail View
Clicking into a project opens its detail view. Here you can see:
- Project header: Address, account, branch, current status, triage status, days in triage.
- SOW (Scope of Work): All line items, quantities, and completion status.
- Site Visits: Every inspection record — date, inspector, results.
- Files: All attached documents, photos, plans, and permits.
- Comm Log: Full communication and status-change history.
- RFIs: Open and resolved RFIs linked to this project.
- Triage Notes: Free-text notes field for your investigation findings.
No financial data
As a triage user, you do not see invoice or payment information in the project detail view. Financial data is restricted to Admin and Owner roles. Your focus is on getting the project ready for certification — the invoicing happens after you hand it off.
Tip
Use the Triage Notes field liberally. Document what you found during investigation, what you requested, and what remains outstanding. These notes are visible to Admin and Owner, so they provide continuity if someone else needs to pick up where you left off.
09
RFIs (Requests for Information) are your primary tool for gathering missing data. Escalations are your tool when RFIs go unanswered or issues need management attention.
Sending an RFI
When your investigation reveals missing data, send an RFI:
You identify missing data during triage review
↓
Create an RFI — specify what is needed and direct it to the right person
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Set triage status to Awaiting Documents
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System sends notification to the recipient
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Does the recipient respond?
↓
Yes
Review the response. If complete, resolve the RFI and move forward.
No Response
Auto-reminders at Day 1, 3, 5, 7+. After Day 7, escalate manually.
Who to Send RFIs To
| Missing Item | Send RFI To | Notes |
|---|---|---|
| Site visit data, test results | Field team (Darius) | The field inspector who performed the original inspection |
| Photos (re-shoot needed) | Field team | May require scheduling a new site visit |
| Photos (existing but not uploaded) | Field team or scheduler | Check if photos exist on a device but were never uploaded |
| Permits, plans, client documents | Scheduler or GOA | The originating branch may need to contact the client |
| SOW discrepancies | Scheduler | Scope of work may need correction from the original submitter |
| Account or address issues | Scheduler or Admin | Data corrections may require admin privileges |
| Drive log data (PSI/torque) | Field team | Specific to UND (underground duct) projects |
RFI Category-Specific Uploads
When creating an RFI, you can specify which document types are needed. The recipient’s upload interface will show only the relevant fields for what you request. Available document types:
- drive_logs — saved to photos-and-drivelogs/. CSVs, text PDFs, and Excel files are auto-parsed for PSI/torque readings; structured JSON is saved to
DRIVELOGS/driving_log.json. Scanned/image PDFs are flagged for manual review. - photos — saved to PHOTOS/
- plans — saved to PLANS/
- permits — saved to PERMITS/
Multi-category RFIs
You can request multiple document types in a single RFI (e.g., “Photos + Drive Logs”). The recipient will see separate upload fields for each requested type. This is often more efficient than sending separate RFIs when you need multiple items from the same person.
RFI Best Practices
- Be specific: “Need photo of foundation drain tile at southeast corner” is better than “need photos.”
- Use multi-category RFIs wisely: If you need photos AND drive logs from the same person, a single multi-category RFI is efficient. If you need photos from the field team AND permits from the scheduler, send separate RFIs to the correct recipients.
- Reference the project: Always include the project address and ID so the recipient can find it quickly.
- Set a deadline: If the project is aging, note the urgency. “This project has been in triage for 30 days” adds context.
Escalation Process
Navigate to Field Ops → Escalations when:
- An RFI has gone unanswered past Day 7.
- A triage project has been stuck in the same status for more than 2 weeks.
- A branch-level issue is preventing resolution (e.g., branch staff turnover, client dispute).
- A re-inspection has been requested but not scheduled within a reasonable time.
Escalation limit
There is a maximum of 5 escalations per project. Use them judiciously. If you have exhausted all 5 escalations and the project is still stuck, contact Dustin directly.
Escalation routing — branch-scoped
RFI escalations now route to specific branch contacts instead of broadcasting to all GOA users. The escalation chain for each branch is:
Baltimore: Julia Marketis → Nicole Lovo → Ryan Joyner
Manassas: Sidney Kent → Lily Jacobs → James C
New Haven: Kai Perkins → J Corso → J Corso
Triage: Stephaney Bilyard (all levels)
The system routes each escalation to the correct branch contact automatically. If the first contact does not respond, the escalation moves up the chain.
Baltimore: Julia Marketis → Nicole Lovo → Ryan Joyner
Manassas: Sidney Kent → Lily Jacobs → James C
New Haven: Kai Perkins → J Corso → J Corso
Triage: Stephaney Bilyard (all levels)
The system routes each escalation to the correct branch contact automatically. If the first contact does not respond, the escalation moves up the chain.
Auto-advance on RFI resolve
When the last open RFI on a project is resolved, the system automatically advances the project out of Pending RFI status. If the project passes all 10 cert validation checks, it moves to Ready for Cert. Otherwise it falls back to Field Complete for further review. No manual status change is needed.
10
The Calendar
Access the calendar from Schedule → Calendar in the sidebar. The calendar shows scheduled inspections and site visits.
As a triage user, the calendar is primarily useful when:
- A triage project requires a re-inspection (status: Field Visit Required). You need to know when the visit is scheduled.
- You want to check whether a project has upcoming visits that might resolve the triage situation.
- You need to understand the field inspector’s capacity before requesting a re-inspection.
Read-only context
You do not manage the calendar directly — schedulers and admin handle scheduling. The calendar gives you visibility into when things are happening so you can plan your follow-ups accordingly.
Schedule Changes
Access schedule changes from Schedule → Schedule Changes. You can submit schedule change requests for triage projects that need re-inspection.
Schedule Change Request Types
| Type | When to Use | What Happens |
|---|---|---|
| Add Inspection | Triage project needs a re-visit that was not previously scheduled. | Request goes to Admin for review. Once confirmed, visit appears on calendar. |
| Reschedule | A scheduled re-inspection needs to move to a different date. | Request goes to Admin. Calendar updated once confirmed. |
| Hold | A triage project needs to be paused (e.g., waiting for client response before scheduling re-visit). | Project moves to Holding Pool. |
Tip
When requesting a re-inspection for a triage project, include detailed notes about exactly what needs to be re-inspected. The field inspector needs to know what to focus on so they do not repeat work that was already captured correctly.
11
The Holding Pool contains projects that are on hold — paused for a specific reason. Access it from Projects → Holding Pool in the sidebar.
Why Projects End Up on Hold
- Client requested a pause: The builder asked to delay the project.
- Waiting for external input: A permit revision is pending, or the client is gathering documents.
- Seasonal delay: Some inspections cannot happen during certain weather conditions.
- Dispute in progress: A disagreement about scope or findings needs resolution before proceeding.
Your Responsibility
As a triage user, you should review the Holding Pool periodically for triage projects that may have been on hold for too long. A project on hold is not making progress, and if the hold reason has been resolved, it needs to be reactivated.
Holding Pool discipline
Projects on hold are easy to forget. Check the Holding Pool at least once per week. If a project has been on hold for more than 30 days, investigate whether the hold reason is still valid and consider reactivating it or escalating.
Tip
When you place a triage project on hold, always document the reason in the Triage Notes field. “On hold — waiting for client to provide revised foundation plans per RFI #123” is much more useful than just “on hold.”
12
These are the situations you will encounter most frequently. Each one includes the recommended approach.
Situation: The project has site visit records and SOW data, but required photos are missing or unusable (too dark, wrong angle, wrong area).
Steps
- Check the file inventory — are any photos uploaded but mislabeled?
- Check the Comm Log — was there a known issue with the camera or upload process?
- Send an RFI to the field team asking for the specific photos needed. Be precise: “Need clear photo of drain tile installation at northeast corner, minimum 3MP resolution.”
- If the field team confirms the photos were never taken, set status to Field Visit Required and request a re-inspection focused on photography.
- Set triage status to Awaiting Documents while waiting.
Frequency
Missing photos account for roughly 40% of all triage cases. Getting comfortable with this workflow will cover a large portion of your workload.
Situation: You have sent RFIs for missing documents (permits, plans) but the client or their scheduler is not responding.
Steps
- Verify the RFI was directed to the right person. Check whether the scheduler is still active at the branch.
- Allow the auto-reminder cadence to run (Day 1, 3, 5, 7).
- After Day 7 with no response, escalate to the originating branch’s GOA via the Escalations page.
- If the GOA also cannot get a response, document this in Triage Notes and discuss with Dustin. The project may need to be closed or archived if the client is truly unreachable.
Do not close prematurely
Even if a client is unresponsive, you cannot unilaterally close or archive a project. Only Admin or Owner can make that call. Your job is to exhaust all reasonable avenues and document the attempts.
Situation: The Scope of Work has line items that are incomplete, have wrong quantities, or are missing entirely.
Steps
- Compare the SOW to the site visit records. Do the inspected items match what is in the SOW?
- If the SOW is simply missing items that were inspected, send an RFI to the original scheduler to update the SOW.
- If quantities are wrong (e.g., SOW says 3 windows but 5 were inspected), send an RFI to clarify.
- If the SOW and site visit data fundamentally disagree, this may require a re-inspection or an escalation to determine what was actually done on site.
Tip
SOW discrepancies often indicate that the project scope changed during construction and the original submission was never updated. The field team’s data is usually more accurate than the original SOW for what was actually present on site.
Situation: The project was inspected so long ago that the data may no longer be valid. Construction may have continued, conditions may have changed, or the site may have been significantly altered.
Steps
- Check how old the inspection data is. If it is more than 6 months old, there is a higher risk that site conditions have changed.
- Check the Comm Log and project notes for any indication that work continued after the inspection.
- If there is reason to believe site conditions have changed, set status to Field Visit Required and request a re-inspection.
- Document in Triage Notes why you believe a re-inspection is necessary. This justifies the additional cost and scheduling effort.
Judgment call
There is no hard rule for when data is “too stale.” Use your judgment. Foundation and waterproofing inspections are generally more durable (the structure does not change much). Drainage inspections may be affected by subsequent grading or landscaping work. When in doubt, request the re-inspection.
Situation: After investigation, you determine the project was transferred to triage in error, or the originating branch has since resolved the blocking issue.
Steps
- Verify with the branch GOA that the issue is truly resolved.
- Use the “Return to Branch” function to send the project back.
- Set triage status to Returned to Branch.
- Document the reason for return in Triage Notes.
When to return
Returns should be rare. Common valid reasons: the 45-day scan picked up a project that had a cert in transit, or the branch completed the missing work independently during the triage period.
13
Before you log off each day, run through this checklist to make sure nothing is left hanging.
| # | Check | Why |
|---|---|---|
| 1 | All newly assigned projects have been opened and given an initial investigation | No project should sit in Assigned status for more than one business day |
| 2 | Triage statuses are up to date for every project you touched today | Accurate statuses keep the Tracker useful and prevent duplicate work |
| 3 | Triage Notes are updated with your findings and next steps | If you are out tomorrow, someone else can pick up where you left off |
| 4 | All RFIs sent today have the correct recipient and clear request language | Vague RFIs slow everything down |
| 5 | Any projects moved to Ready for Cert have been flagged for Admin/Owner | The handoff must be visible so cert drafting can begin |
| 6 | Escalations submitted today have supporting documentation | An escalation without context forces the GOA to investigate from scratch |
| 7 | Holding Pool reviewed (weekly, minimum) | On-hold projects are easy to forget. One quick scan prevents projects from going dormant. |
| 8 | Dashboard numbers noted for tomorrow’s comparison | Tracking day-over-day changes helps you spot trends early |
Tip
If you are leaving a project in a transitional state (e.g., you sent an RFI but have not updated the triage status yet), finish the status update before logging off. Tomorrow-you will thank today-you.
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| Term | Definition |
|---|---|
| 45-Day Rule | The automatic transfer of a project to triage when 45+ calendar days have passed since the last inspection without certification delivery. |
| ABSoW | As-Built Scope of Work. The actual work performed on site, as opposed to the planned scope. May differ from the original SOW. |
| Cert / Certification | The compliance certification document delivered to the builder confirming the inspected work meets building code requirements. |
| Cert Package | The complete set of documents delivered to the client: certification letter, supporting data, photos, and test results. |
| Comm Log | The communication and event log for a project. Every status change, RFI, escalation, and note is recorded here automatically. |
| Desk Review | A review that can be completed in the office using existing data, photos, and documents. Does not require a site visit. |
| Drive Log | PSI and torque readings from foundation pile driving. Specific to UND (underground duct) projects. |
| Escalation | A formal request for management attention on a stuck or problematic project. Routed to the GOA and visible to Admin/Owner. |
| Field Complete | The status indicating all on-site inspection work is done and the project is ready for office review. |
| Field Visit Required | A triage status indicating a re-inspection is needed. The project cannot be resolved with existing data alone. |
| GOA | General Office Admin. The branch manager who receives invoices and handles branch-level operations. |
| Holding Pool | A collection of projects that are paused (on hold) for a specific reason. |
| Originating Branch | The branch that originally submitted the project. Invoices route here even after triage transfer. |
| PSoW | Planned Scope of Work. The original scope submitted during intake, before inspection. |
| RFI | Request for Information. A formal request for missing data directed to a specific person. |
| SLA | Service Level Agreement. The target timeframe for cert + invoice delivery (3 business days from final inspection). Clock pauses during open RFIs. |
| SOW | Scope of Work. The list of inspection items, quantities, and specifications for a project. |
| Site Visit | A physical on-site inspection performed by the field inspector. |
| SmartSuite | The project database behind the portal. You interact with it only through the portal interface. |
| Triage | The process of recovering aged projects that have exceeded the 45-day threshold. Also refers to the team and the portal role. |
| Triage Intake | The submission path for re-entering aged projects into the triage pipeline. Separate from regular project intake. |
| Tracker | The triage-specific dashboard showing counts by branch, days in triage, and status breakdown. |
| UND | Underground Duct. A type of foundation inspection that requires drive log data (PSI/torque readings). |
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Your Portal
| Item | Value |
|---|---|
| Portal URL | unlikely.works |
| Your Role | triage |
| Branch Scope | All branches (cross-branch) |
| Eligible Branches | Baltimore, Manassas, Richmond |
Your Sidebar Navigation
| Section | Pages | Purpose |
|---|---|---|
| Dashboard | Dashboard | Triage queue, active projects, RFIs, schedule changes |
| Schedule | Calendar, Schedule Changes | View inspections, submit schedule change requests |
| Projects | Projects, Holding Pool | Browse triage projects, monitor held projects |
| Triage | Triage Intake, Tracker | Submit triage projects, monitor pipeline health |
| Field Ops | RFIs, Escalations | Send RFIs for missing data, escalate stuck issues |
Triage Status Flow
Assigned
↓
Under Review
↓
Needs Data
Awaiting Documents
Needs Site Visit
Field Visit Required
Complete
Desk Review In Progress
↓
Ready for Cert
↓
Cert + Invoice Sent → Invoiced (by Admin/Owner)
What You CAN Access
| Feature | Access |
|---|---|
| Dashboard | Yes — triage-filtered |
| Calendar | Yes — view |
| Schedule Changes | Yes — submit |
| Projects & Project Detail | Yes — triage projects only |
| Holding Pool | Yes — view |
| Triage Intake | Yes — submit (separate from regular intake) |
| Tracker | Yes — full view |
| RFIs | Yes — create and respond |
| Escalations | Yes — create |
What You CANNOT Access
| Feature | Reason |
|---|---|
| Regular Intake | Triage uses Triage Intake (separate path) |
| Work Pool | Admin/Owner feature for claiming review work |
| Drafting Queue | Admin/Owner feature for cert + invoice creation |
| Cert & Invoice | Admin/Owner feature. You get projects ready; they draft and deliver. |
| Review Queue | Admin/Owner feature for post-inspection review |
| Reporting | Admin/Owner feature |
| Admin / System Config | Owner-only feature |
Who to Contact
| Situation | Contact | Method |
|---|---|---|
| Missing field data or photos | Darius (Field Inspector) | RFI via portal |
| Missing permits, plans, or client info | Scheduler (originating branch) | RFI via portal |
| Branch-level issue or unresponsive scheduler | GOA (originating branch) | Escalation via portal |
| Project ready for certification | Jacob (Admin) or Dustin (Owner) | Set status to Ready for Cert |
| System issue, portal bug, or access problem | Dustin (Owner) | Direct message |
| Policy question or uncertain situation | Dustin (Owner) | Direct message |
Daily Priority Order
- Newly assigned triage projects (initial investigation)
- Follow up on Awaiting Documents / stale RFIs
- Work active projects (oldest first)
- Review escalations
- Check calendar / schedule changes for re-inspections
- Holding Pool scan (weekly minimum)
- End-of-day checklist
Key Thresholds
| Threshold | Value | What Happens |
|---|---|---|
| Triage transfer | 45 days | Project auto-transfers from branch to triage |
| Cert + invoice SLA | 3 biz days | Target delivery time after final inspection |
| RFI auto-reminders | Day 1→3→5→7+ | Automatic reminder cadence for unanswered RFIs |
| Max escalations | 5 per project | Hard limit on escalation count per project |
| Holding Pool review | Weekly | Check for stale holds exceeding 30 days |
Emergency Procedures
If the portal is down
Contact Dustin immediately. Do not attempt to use SmartSuite directly — the portal and SmartSuite must stay in sync. If urgent triage work is needed while the portal is down, Dustin can handle it through the backend.
If you are unsure about something
Ask Dustin or Jacob. There is no penalty for asking questions, especially during onboarding. It is far better to ask than to make an incorrect status change or send an RFI to the wrong person.