Organization Staff Guide

Purpose

Organization staff use AidOrbit to coordinate programs, manage volunteers, review requirements, communicate with participants, and keep missions staffed. Use this guide when you need to move work forward: review applicants, fill shifts, resolve blockers, send updates, run day-of operations, and follow up after service.

Default Persona Access

Default access is based on the user's assigned persona and scope. A user can have more than one persona, and narrower location, program, Mission, shift, group, or team scopes can further limit what they see.

Persona	Default scope	Default access	Not included by default
Organization Leader	Whole organization	Organization profile and readiness, staff access, billing portal, volunteer hubs, organization communications, organization insights, and organization settings.	Program persona pages such as Missions & Events, program operations, volunteers, tasks, and reports unless the user also has program permissions; AidOrbit platform, support, and billing operations.
Organization Staff	Whole organization operations	Organization operations, volunteer hubs, organization profile and staff views, organization communications, organization insights, and organization settings.	Program persona pages such as Missions & Events, program operations, volunteers, tasks, and reports unless the user also has program permissions; billing management unless the user also has Billing Representative access; platform or support administration.
Billing Representative	Own organization billing	Customer billing portal, plan and usage review, invoices, payment methods, checkout, and billing support materials.	Program operations, volunteer management, Mission management, staff administration, and platform billing administration.
Program Leader	Assigned programs	Program readiness, applicants and training, requirements, program settings, program GoodNearby page, Missions & Events, assigned-program volunteers, communications, incidents, reports, and program staff coordination.	Organization-wide settings, billing, staff administration outside assigned scope, and unrelated programs.
Program Staff	Assigned programs, Missions, shifts, groups, or teams	Day-of attendance, assigned-program rosters, limited volunteer support, requirements view, communications, task queues, incidents, and scoped Mission support.	Program configuration, organization settings, billing, broad reports, and unrelated programs unless separately granted.
Volunteer	Own profile and approved volunteer relationships	Profile, applications, approved programs, eligible Missions, schedule, tasks and forms, credentials, teams, hours, impact, and recognition.	Staff workspaces, other volunteer records, program administration, billing, and organization settings.
Guardian	Linked minor or household context	Guardian consent, required forms, household profile updates, quiet hours, transport notes, and minor-related approvals where configured.	Staff operations, program administration, billing, and unrelated volunteer records.
Donor	Donation and impact context when enabled	Donor-facing impact updates and giving context for supported programs when donor features are enabled.	Donor workspace access is disabled by default in this phase; no staff, volunteer management, billing admin, or platform access.

Visual Map

📋 Review work
  ↓
🧭 Open program or mission
  ↓
👥 Match volunteers
  ↓
📣 Communicate next steps
  ↓
✅ Confirm completion

Daily Operating Rhythm

Outcome: know what needs staff action today.

1. Open your dashboard or the workspace most relevant to your role.
2. Review urgent blockers, open tasks, applications, schedule coverage, and roster changes.
3. Open Missions or Programs > Schedule to inspect upcoming shifts.
4. Open Volunteers to review applicants, credentials, readiness, skills, availability, and assignments.
5. Assign owners to unresolved blockers.
6. Send messages only after confirming the affected audience.
7. Close the loop by updating the mission, volunteer profile, task, or communication thread.

✅ Done when every urgent item has an owner, a next action, and a place where other staff can see the status.

Check Organization Staff Reports

Outcome: focus daily operations and hour-review work without building reports from scratch.

1. Open Reports.
2. Use the Organization Staff Day-of Operations Google Data Studio report when you need Mission date, program, capacity, attendance, underfill, and incident follow-up signals.
3. Use the Organization Staff Hours Review Google Data Studio report when you need pending or approved hour workload by program, date, source, and status.
4. Confirm the organization, program, and reporting period before sharing or exporting.
5. Investigate unusual changes before escalating them to a Program Leader or Organization Leader.

Create or Review a Mission

Outcome: make sure a mission is ready for volunteers.

1. Open Missions or Programs > Schedule.
2. Select the mission or create a new one if your role allows it.
3. Confirm title, description, location, date, time, and staff owner.
4. Confirm shift capacity and signup rules.
5. Add requirements such as reusable forms, versioned waivers, uploaded documents, e-sign agreements, training, credentials, guardian consent, or skills.
6. Review whether the mission should be visible to all eligible volunteers or only a program audience.
7. Save changes.
8. Open the mission detail page and review it as a volunteer would.

Mission ready? 🧭
Details ✅ + Shifts ✅ + Requirements ✅ + Audience ✅ + Owner ✅

Fill an Open Shift

Outcome: find the right volunteer for a staffing gap.

1. Open Volunteer Tasks or Programs > Schedule.
2. Find the open shift or staffing alert.
3. Open the mission and review role, time, location, capacity, and requirements.
4. Open volunteer matching views or roster filters.
5. Filter by program relationship, availability, skills, credentials, and location when available.
6. Select volunteers who meet the requirements.
7. Send an invitation or assignment message.
8. Watch for confirmation.
9. Update the task when coverage is secured.

🟢 Good match: available, eligible, qualified, and likely to attend.

Review an Application

Outcome: move an applicant forward only when they are ready.

1. Open Programs > Applicants & Training or Volunteers > Applications & Onboarding.
2. Select the applicant.
3. Review program fit, application answers, submitted forms, required training, credentials, and staff notes.
4. Check whether any requirement is missing or pending review.
5. Choose the next action:
   • ✅ Approve when the applicant meets the program requirements.
   • 🟡 Request info when something is missing or unclear.
   • ⏳ Waitlist when the applicant is eligible but space is limited.
   • ❌ Decline when the applicant cannot be placed in the program.
6. Send a clear next-step message.
7. Confirm the applicant status changed correctly.

Invite a Volunteer

Outcome: start a volunteer's GoodNearby application path for the correct Program.

1. Open Quick Create > Add Volunteer or Volunteers > Roster & Profiles.
2. Choose Invite Volunteer.
3. Enter the volunteer email, optional name, and the Program they should join.
4. Send the GoodNearby invite.
5. Confirm the invite status is created for that Program.
6. The volunteer follows the GoodNearby link to sign in or register.
7. GoodNearby opens My Applications, where the invited Program appears and the volunteer can accept the invite.

Resolve a Requirement Blocker

Outcome: help a volunteer become mission-ready.

1. Open the volunteer profile.
2. Open Credentials, Readiness, or assigned tasks.
3. Identify the blocker: waiver, form, e-sign agreement, uploaded document, training, credential, background check, guardian consent, expiration, or staff review.
4. Check whether the volunteer needs to act or staff needs to review.
5. If the volunteer needs to act, send a message with the exact missing item and due date.
6. If staff needs to review, complete the review or assign it to the right reviewer.
7. Recheck readiness after the update.

When you add or edit a readiness requirement, link it to the live source record instead of tracking it manually. Use the source type to choose a reusable form, waiver, document/e-sign agreement, credential, or staff approval gate, then set approval, upload, e-signature, guardian consent, expiration, and conditional rules so coverage and blockers stay enforceable.

Blocked volunteer 🚧
  ├─ Volunteer action needed → send clear request
  └─ Staff review needed     → review or assign owner

Send a Program Message

Outcome: communicate without creating confusion.

1. Open Programs > Communications.
2. Choose the program.
3. Choose the audience: applicants, accepted volunteers, scheduled volunteers, no-shows, credential blockers, or a custom segment.
4. Write the message with four parts:
   • what changed,
   • who is affected,
   • when it matters,
   • what the recipient should do.
5. Review recipient count.
6. Check recent messages for duplicates.
7. Send or schedule.
8. Monitor replies or failed delivery.

📣 Example: "Saturday's food pantry shift now starts at 8:30 AM. Scheduled volunteers should arrive at the south entrance and check in with Maya."

Run Day-of Operations

Outcome: accurately manage attendance and issues during active service.

1. Open the affected Mission detail page, Programs > Attendance, or the live mission view.
2. Confirm the roster before check-in begins.
3. Launch kiosk or check-in tools if used by your program.
4. Check in arriving volunteers.
5. Record no-shows, late arrivals, substitutions, and walk-up changes.
6. Use Report incident from the live Mission tools when safety, injury, hazard, equipment, conduct, or near-miss details need restricted follow-up.
7. Set severity, incident type, visibility, escalation path, location, actions taken, and photos before submitting.
8. Review submitted Mission Photos from Programs > GoodNearby Site > Media Library when your role includes portal publishing permission.
9. Keep emergency and sensitive information visible only to authorized staff.
10. After the mission, confirm hours, attendance, notes, incidents, and unresolved follow-up.

✅ Done when attendance, hours, no-shows, substitutions, incidents, and unresolved notes are recorded.

Update a Volunteer Profile

Outcome: keep operational volunteer information accurate.

1. Open Volunteers > Roster & Profiles.
2. Search for the volunteer.
3. Open the profile.
4. Review contact details, status, credentials, skills, availability, schedule, and history.
5. Use Org and Programs to edit organization custom profile fields, review each program membership, update program custom fields, and maintain program-specific notes. Fields marked staff-only are hidden from the volunteer; visible fields can also be edited by the volunteer from AidOrbit or GoodNearby.
6. Use Staff Notes & History to review the unified timeline, tags, private staff notes, saved segments, custom fields, documents, household links, communication history, and duplicate candidates.
7. Make only changes that match your role and the source of truth.
8. Use Download CSV from the roster only when you need an authorized organization-scoped people export.
9. Save changes.
10. Add notes or follow-up tasks when another staff member needs context.

Confirm Hours and Recognition

Outcome: make sure service history is accurate.

1. Open Volunteers > Hours & Recognition or the volunteer profile.
2. Filter to the program, mission, date, or volunteer.
3. Compare submitted or recorded hours with attendance.
4. Approve, adjust, or request clarification.
5. Add recognition when appropriate.
6. Confirm the volunteer's impact view reflects the update.

Review Billing as a Billing Representative

Outcome: manage organization billing only when your account has the Billing Representative role.

1. Open Billing Portal.
2. Review plan, invoice, usage, and billing contact details for the organization.
3. Use Stripe-hosted payment method actions when payment details need to change.
4. Review internal SMS costs only when you are authorized as a Billing Representative.
5. Do not share organization billing, internal SMS cost, or invoice details with program-scoped staff or volunteers.

Troubleshoot Common Staff Problems

A volunteer cannot sign up

1. Open the mission.
2. Check capacity, signup window, program restriction, and requirements.
3. Open the volunteer profile.
4. Check program membership, application status, missing training, missing certifications, expired documents, staff overrides, and schedule conflicts.
5. Fix the setup issue, approve the submitted evidence, or tell the volunteer the exact missing step.
6. Use requirement overrides only when allowed by your role and always enter the reason.

A scheduled volunteer disappeared from the roster

1. Open the mission roster.
2. Check cancellations, status changes, shift edits, and capacity changes.
3. Open the volunteer profile for schedule history.
4. If the disappearance is unexplained, escalate with mission ID, volunteer ID, shift time, and timestamp.

I only see some programs

Your role may be scoped to assigned programs. Ask an organization leader to review your access if you need broader visibility.