Crew Dispatch SOP

Purpose. How Pete assigns Summit's three crews to jobs and how a crew gets everything it needs before wheels roll. Summit runs two roofing crews and one remodel crew (about 13 field staff) out of Riverton, Fairview, and Lakeside. Dispatch mistakes are expensive twice: the wasted trip, and the customer who took a day off work for nothing.

Trigger. A job passes handoff review per Project Handoff SOP and lands on the production board, or an emergency comes in per Emergency Job SOP.

Timing. Crews get their next-day assignments by 4:00pm the day before. Same-day changes go out by phone, never by a silent board edit.

Steps

1. Match crew to job. (Owner: Pete.) Roofing crews take roofing and most exterior restoration; the remodel crew takes remodels and light-commercial build-outs. Consider skills (standing-seam metal goes to the crew with the metal experience), current workload, and geography: keep crews inside their home area (Riverton, Fairview, Lakeside) when the schedule allows, since the service radius is about 45 minutes.
2. Confirm materials and permits. (Owner: Pete. Timing: before the job is dated on the board.) Materials ordered and delivery confirmed for the start date; permits pulled where required; dumpster ordered for tear-offs. A job with unconfirmed materials stays in the "ready soon" column, not on the calendar.
3. Date the job and notify the customer. (Owner: Pete dates it; Rosa notifies. Tool: GHL.) Rosa sends the start-date confirmation with arrival window, expected duration, and prep instructions (move vehicles, unlock gates, pets inside). This follows the rhythm in Customer Update SOP.
4. Build the dispatch packet. (Owner: Pete. Timing: by 4:00pm the day before.) Each crew lead gets, via the shared Google Drive job folder link:

• Scope summary and the promises list from the handoff package
• CompanyCam project link with site-visit photos
• Access notes, gate codes, dog warnings, parking constraints
• Material list and staging location
• The one number to call when something is off-plan: Pete

1. Morning check-in. (Owner: crew lead. Timing: on arrival.) Crew lead opens the CompanyCam project, shoots pre-work condition photos (driveway, landscaping, siding near the work area), and texts Pete "on site" with headcount. Pre-work photos have settled more damage disputes than any other habit we have.
2. Work-day photo discipline. (Owner: crew lead, all day.) Progress photos at each stage milestone: tear-off complete, deck condition, underlayment, flashing details, finished sections. For remodels: rough-in before it is closed up, always. Photo standards are being finalized with Pete (a known gap; see Knowledge Gaps Report), but the working rule is: shoot anything you would want proof of later.
3. End-of-day report. (Owner: crew lead. Timing: before leaving site.) Text to Pete: what got done, what is planned tomorrow, any surprises (rotten decking, hidden water damage, scope creep requests from the customer). Scope changes are never negotiated on site; the crew lead says "I'll have Pete call you," and Pete handles it with Tara if pricing moves.
4. Close the dispatch loop. (Owner: Pete.) Pete updates the production board daily and gives Rosa anything the customer needs to hear, so updates come from the office in one voice rather than four.

Reassignment and weather rules

• Weather calls are made by 6:00am by Pete. Rosa notifies affected customers before the arrival window opens, not after.
• Pulling a crew mid-job for an emergency needs Pete's decision, and the interrupted customer gets a personal call from Pete, not just a text.
• Crew swaps mid-project are a last resort; continuity is part of what the customer is paying for.

Related

• Project Handoff SOP
• Emergency Job SOP
• Customer Update SOP
• Quality Control SOP
• Operations Responsibilities