To successfully complete the screening, thoroughly review the information provided below before attempting the training questions.

Event Lead Playbook 

Welcome to your role as a Shift Lead for WorkWhile! This guide ensures you're ready to lead with confidence and get through your first shift successfully. Click each section below to dive into full details on another tab

✅ 1. Preparation for the Shift 

• Watch the Shift Lead Video

• We chose you because you’re reliable, communicative, and a problem solver

• You’re the face of WorkWhile to both our workers and the client
  

📱 2. Using the WorkWhile App as a Lead

• Use the app to manage your roster, clock in/out workers, and send shift-wide updates

• Use QBar scanner or type workers name into roster list to clock workers in

• Monitor worker location, worker communications, shift notes, and attendance
  

📍 3. Arriving On Site

• Greet the client and identify the check-in area

• Make yourself available to help

• Position yourself near, but not crowding, client check-in
  

📋 4. Check In

• Begin clocking in 15 min before the shift

• Use the QBar scanner first, assist if needed

• Ensure workers are uniformed and ready
  

🕐 5. During the Shift

• Check in with workers and support them

• Fill a post if needed, otherwise float and resolve issues

• Communicate with client and Lead Support line if issues arise
  

🔚 6. Check Out

• Ask client if anyone left early and why

• Clock workers out as they retur

• If someone is missing, investigate their tracker and act accordingly
  

🧼 7. Clean Up & Timesheet Submission (HIGH PRIORITY)

• Take a picture of the client’s official timesheet

• Text/email it to Lead Support immediately (628) 230-6768

• Make sure all hours reconcile — this protects worker pay & client trust
  

🛠️ 8. Common Issues & How to Solve Them

• Late workers? Guide them via call or text

• Missing uniforms? Speak with client before turning workers away

• Disputes? Stay calm, take notes, and involve Support when needed
  

Remember:

• Be the leader others can count on

• Stay professional and helpful

• Submit the timesheet before you leave — it’s that important

• Reach out to the Shift lead support line for any questions;  (628) 230-6768

You’ve got this 💪

✅ 1. Preparation for the Shift 

1. Arriving Early: A Lead Sets the Tone

• Arrive 30 minutes early to meet with the client and prepare.

• First impressions matter—be calm, approachable, and confident.

2. Why You Were Chosen to Be a Lead

• You were selected for your leadership skills, professionalism, and ability to handle pressure.

• Your role is to manage attendance, address issues, and be the go-to person for both workers and clients.

3. Why Your Role Matters

• You’re the face of WorkWhile—your leadership impacts the client’s experience.

• You set the tone for the team—your professionalism influences their performance.

• You ensure the shift runs smoothly, handling all aspects from check-in to problem-solving.

Key Principles

• Professionalism is key—stay calm, friendly, and organized.

• Be proactive—address issues before they escalate.

• Be prepared for the unexpected—adapt and solve problems with confidence.

📱 2. Using the WorkWhile App as a Lead

1. Logging In and Accessing the Shift: Log into the app and view your assigned roster under “Your Team.” You can toggle between shifts under the “Shifts” tab.

2. Clocking In Workers (Using SecureCheck): Start clocking in workers 15 minutes before the shift. Use the QBarcode scanning feature or manually clock them in if needed.

3. Worker Communications: If multiple leads are assigned, designate one lead to handle all incoming worker inquiries and ensure timely responses.

4. Broadcasting Messages: Send critical updates to workers via the “Broadcast Message” feature.

5. Tracking Worker Location: Use the "View Location" feature to confirm worker arrivals.

6. Printing the Roster: Download and print the roster if the client requests it.

7. Clocking In/Out Workers: Use the app to clock workers in and out, and resolve discrepancies as needed.

8. Handling Attendance Issues: Log reasons for early departures and ensure proper attendance records.

9. Favoriting and Blocking Workers: Favorite or block workers based on client preferences, and update these actions based on feedback.

10. Organizing Worker Information: View worker data across three pages: Supervisor, Shift Lead, and Team Member pages.

11. Communicating Anonymously: Text or call workers through the app while protecting your number.

12. When in Doubt, Reach Out: If uncertain, contact WorkWhile Support for quick assistance.

📍 3. Arriving On Site

1. Initial Client Check-In:
   As soon as you arrive, check in with the client representative. Make sure to introduce yourself clearly as the lead for the shift and ensure they have your contact information.

2. Get Familiar with the Site:
   Take a few moments to familiarize yourself with the venue and the key areas, including where the workers will be checked in, where their stations are located, and any client-specific instructions for the day.

3. Pre-Shift Preparation:
   Before the workers arrive, get a quick sense of the general flow for the event. Walk around the site to understand the layout and check if there are any last-minute changes. This will help you address any immediate issues.

4. Designate Your Lead Responsibilities:
   As the lead, it’s important to set expectations early. This includes making sure that everyone knows who the lead is, understanding the importance of punctuality, and maintaining a professional attitude.

5. Identify the Check-In Area:
   You need to establish a presence at the designated check-in area. Ensure that workers know where to go and that the space is prepared for a smooth check-in process.

6. Prepare the WorkWhile App:
   As soon as you’re on site, make sure the WorkWhile app is ready to go. Familiarize yourself with the Roster list, and make sure the QBar scanner is ready for use when clocking workers in. You’ll want to ensure that all workers are checked in smoothly.

7. Establish a Communication Line:
   Let the client know how you’ll be communicating with them during the shift. Confirm the best method (whether through app messages, phone, or direct communication) in case anything urgent comes up.

8. Prepare for Worker Arrival:
   Once you’ve completed these steps, ensure you are in position to help when the workers start arriving. As mentioned before, make sure to stay in the check-in area and be visible to them.

9. Greet Workers Warmly:
   When workers arrive, make them feel comfortable. Introduce yourself as the lead, make sure they know you’re there to help, and ensure they understand the process for checking in. This sets a positive tone for the shift.

📋 4. Check In

1. Confirm Check-In Area:
   Ensure the check-in area is clearly marked and accessible for all workers. Be present in this area to greet workers and ensure a smooth flow.

2. Introduce Yourself:
   As workers arrive, introduce yourself as the lead for the shift. Let them know you are there to help with any questions and ensure the shift runs smoothly.

3. Uniform Check:
   Make sure all workers are in proper uniform before they are clocked in. If anyone is out of uniform, ask them to correct it before proceeding with the check-in process.

4. Clocking Workers In:

   • QBar Scanner: Once it’s 15 minutes before the start of the shift, begin clocking in workers. Start by asking each worker to pull up their QBarcode on the WorkWhile app.

   • Scan the Barcode: Use the camera on your phone to scan the QBarcode. If successful, the worker will be clocked in.

   • Manual Clock In: If scanning doesn’t work (e.g., due to lighting issues or screen protector interference), manually find the worker’s name in your roster and clock them in manually.

5. Troubleshooting the QBar Scanner:

   • If the scanner doesn’t work, try again. Sometimes, bright sunlight, tinted screen protectors, or unclear images can cause issues.

   • Always attempt scanning first, but if multiple errors occur, manually clock in the worker using the roster list.

6. Organize Workers:
   If there is no clear line, organize the workers into a structured queue. This makes it easier for both you and the client representative, ensuring a smooth check-in process.

7. Address Worker Inquiries:

   • If workers have trouble finding the check-in area, help them by giving clear directions.

   • If workers are running late, remind them to communicate with you as soon as possible, so they don’t miss the opportunity to check in.

8. Multiple Leads:
   If there are multiple leads on-site, designate one lead to handle all worker communications. This ensures that all questions and issues are answered promptly and that no one feels unsupported. Have another at the front of line to clock workers in and another at the end of the line to organize the line and clock them in as well.

9. Client Communication:
   If the client has any specific announcements or last-minute changes (e.g., location updates, uniform changes), use the Broadcast Message feature in the WorkWhile app to send these updates to all workers.

10. Final Check:
    Before wrapping up the check-in process, make sure all workers are accounted for. Verify that no one is missing and that everyone has been checked in properly.

🕐 5. During the Shift

1. Monitor Worker Progress:
   As the lead, it's important to keep an eye on the overall flow of the event. Check on workers periodically to ensure they’re in the right spots, taking breaks on time, and handling their tasks as expected.

2. Be Available for Support:
   While working, remain approachable and ready to assist with any issues that arise. Offer help to workers who need guidance, and check in to see if they’re experiencing any challenges.

3. Resolve Escalations:
   If any worker issues arise (e.g., confusion about tasks, minor conflicts, or misunderstandings), step in quickly to resolve them. Your calm, authoritative approach will ensure the situation doesn’t escalate further.

4. Work Alongside the Team:
   If the site needs additional hands, or if workers aren’t able to complete their tasks, you may be asked to help out directly. This isn’t a problem—working alongside the team ensures that you understand the challenges they face and can better support them.

5. Stay Attentive:
   As you work, remain alert for any issues that might arise. Whether it’s a worker needing help or a client asking for a quick adjustment, your attentiveness will make a big difference in how smoothly the shift progresses.

6. Go Above and Beyond:
   Always be looking for opportunities to go the extra mile. Whether it's offering assistance to a struggling worker or ensuring the client’s needs are met before they have to ask, these little things can make a big impact on the event’s success.

7. Stay in Communication with the Client:
   Keep the client informed about the status of the shift. If any problems arise, be sure to let them know how you’re addressing them. Maintain a professional relationship throughout the event.

8. Handling Breaks:
   Ensure that workers take their breaks as scheduled. If there are any issues with timing or availability of breaks, help workers adjust so they don’t miss out on their allotted rest.

9. Monitor the Client’s Satisfaction:
   Throughout the shift, check in with the client representative to make sure they are satisfied with how the event is progressing. Address any concerns they might have and offer solutions quickly.

10. Prepare for Check-Out:
    As the shift begins to wind down, start planning for check-out. Be aware of when workers will begin finishing their tasks, and begin getting into position to assist with clocking them out.

🔚 6. Check Out

1. Return to the Check-In Area:
   Once the event is winding down and workers are wrapping up their tasks, head back to the check-in area. Make sure to check in with the client representative to see if there’s any feedback on how the shift went and if there are any workers who need to be sent home early.

2. Check if Any Workers Were Sent Home Early:
   If the client has sent any workers home early, ask for the reason and make a note of it when clocking them out. This is important for payroll and for keeping track of any shift-related issues.

3. Ensure All Workers Are Accounted For:
   As workers begin filtering into the check-out area, position yourself where you can observe and assist with the clock-out process. Make sure that every worker is clocked out correctly through the WorkWhile app.

4. Flag Missing Check-Outs:
   If there are workers who are still clocked in but are no longer in the check-out area, notify the client. Ask if they were missed or if they’ve already clocked out. If they don’t have a clear explanation, check their tracker in the app to see if they’re still on-site.

5. Clock Out Workers Who Are No Longer On-Site:
   If a worker is not on-site but is still showing as clocked in, use the app to clock them out. If their tracker shows they left early or their location is outdated, clock them out based on the last available information. Typically, you can clock them out four hours after the shift’s scheduled start time if no location data is available.

6. Double-Check Timesheets:
   After all workers have been clocked out, take a moment to review the roster and ensure that everything matches. Cross-check the times and ensure that all workers are accounted for, including any who left early or were sent home early.

7. Get a Picture of the Client’s Timesheet:
   Before leaving the event, ask the client representative if you can take a clear photo of their timesheet to verify hours worked. This is a crucial step in ensuring that all workers are paid accurately.

8. Confirm If the Client Needs Anything Else:
   Once the timesheet is verified, check to see if there’s anything else the client needs from you before you leave. Offer your assistance and leave on a positive note, ensuring the client is satisfied with the shift.

9. Send the Timesheet:
   Once you have the timesheet, send a clear photo of it to the appropriate WorkWhile contact—either via OpenPhone or email the timesheet to the operations email address. This is one of the most important steps of the process, so don’t forget!

🧼 7. Clean Up & Timesheet Submission (HIGH PRIORITY)

1. Conduct Clean-Up:
   After all workers are clocked out and the timesheet has been verified, ensure that any necessary clean-up tasks are completed. Depending on the nature of the event, this might involve making sure the work area is tidy, materials are packed away, or any items need to be returned to the client. Always leave the space as you found it, or better.

2. Check With the Client Before Leaving:
   Before you leave, check in one last time with the client representative to confirm that everything is in order. This is a good opportunity to ensure that the client is happy with the shift and address any final concerns or questions they may have. Maintaining a positive relationship is key for future shifts.

3. Submit the Timesheet:
   The timesheet submission is one of the most critical steps, and it must be done accurately and promptly. Take a clear photo of the client’s timesheet and make sure it includes all workers, the correct hours, and any special notes.

   • Send the Timesheet to the Correct Channel:
     Send the timesheet photo to OpenPhone Number or the Operations Email Address. Double-check to ensure you're sending it to the right contact to avoid delays in processing.

   • Verify Hours:
     When submitting the timesheet, double-check the recorded hours to ensure they align with the actual work completed. This includes ensuring that workers who left early are marked correctly (either with reduced hours or based on client feedback) and that no one has been missed.

4. Follow Up:
   If you have any doubts about the timesheet submission or if there are discrepancies with the hours, reach out to the client or WorkWhile Support. It's important to address any issues immediately to prevent mistakes from affecting payroll or future shifts.

5. Leave on a Positive Note:
   Once the timesheet has been submitted and all the client’s needs have been addressed, take a moment to thank the client for their cooperation. A good parting note can help ensure a lasting positive impression and may result in more future work.

6. Record Any Key Feedback:
   After the event, note any important feedback from the client or workers that can be useful for future shifts. If there were any issues, record them so they can be handled proactively next time.

🛠️ 8. Common Issues & How to Solve Them

1. Late Workers:
   Late workers can disrupt the flow of the shift. If a worker is late, approach them with understanding and professionalism.

   • How to Resolve:

     • If the worker communicates that they will be late, confirm their estimated arrival time. If possible, adjust their check-in accordingly.

     • If the worker does not show up and hasn’t communicated, mark them as “Absent” in the app, but always make an attempt to reach out and verify.

     • Inform the client about the situation and offer solutions, like swapping tasks with other workers or adjusting schedules.

2. Missing Workers or Check-In Issues:
   Sometimes workers may not be in the check-in area or could be confused about where to go.

   • How to Resolve:

     • As a lead, always remain approachable and direct workers to the check-in location. Ensure everyone is on the same page by clearly identifying the area.

     • If any worker has trouble clocking in, assist them by scanning their QBar or manually clocking them in through the app. Make sure the QBar scanner is functioning properly.

3. Unclear Job Roles or Responsibilities:
   If workers aren’t clear on what they need to do, it could impact the overall shift.

   • How to Resolve:

     • When workers arrive, clarify their role and tasks for the shift. If they seem uncertain, check the task list and provide clear instructions.

     • If you see confusion about job responsibilities during the shift, step in to correct any misunderstandings and guide workers to stay on track.

     • Communicate with the client to ensure their expectations match the tasks you’re assigning to your team.

4. Client Complaints About Workers:
   Occasionally, a client may raise concerns about a worker’s performance, behavior, or appearance.

   • How to Resolve:

     • Stay calm and professional. Acknowledge the issue and offer to resolve it right away.

     • If needed, swap the worker out with another who can handle the job properly or have the worker correct their behavior.

     • Document the issue and provide feedback to the team for future improvement.

5. Worker Not Following Uniform Guidelines:
   Uniform adherence is important to maintain a professional image.

   • How to Resolve:

     • Before clocking in any worker, ensure they meet the uniform guidelines.

     • If a worker is not in proper uniform, kindly ask them to either correct it or let them know the consequences of not complying with the guidelines.

     • If a worker insists on not wearing the correct uniform, escalate the issue to the client or WorkWhile Support.

6. Technical Issues with the WorkWhile App:
   Sometimes the app might glitch, and clocking workers in or out could be challenging.

   • How to Resolve:

     • Try restarting the app or checking for any connectivity issues.

     • If a worker's QBar is not scanning, make sure their screen is bright enough and they’re using the right app version.

     • If issues persist, manually clock the worker in or out through the roster and report the problem to WorkWhile Support for assistance.

     • Always test the app ahead of time to avoid unexpected glitches during peak check-in or check-out times.

7. Workers Leaving Early:
   Workers leaving early without notifying anyone can create confusion and disrupt the shift.

   • How to Resolve:

     • If a worker needs to leave early, ask them to inform you in advance. If not, check in with the client to confirm if the worker was sent home early or left on their own accord.

     • When recording the early departure, always document the reason in the app (whether it’s due to personal reasons or being dismissed by the client) to ensure accurate pay and client reporting.

     • Follow up with the worker to get their perspective on the early departure and log that information accordingly.

8. Discrepancies in Worker Hours:
   If there are discrepancies between the hours worked and what the client reports, it’s important to clarify the issue.

   • How to Resolve:

     • Double-check the timesheet and verify if all workers are accounted for.

     • Communicate with the client to resolve any discrepancies. If the client’s timesheet doesn’t match the clock-in/out times in the app, ask the client for clarification.

     • If a worker was missed, check the tracker to confirm whether they were on-site. If they were not, adjust the clock-out time manually based on the last known location or time of the worker.

9. Workers Unable to Reach the Check-In Location:
   Workers may struggle to find the check-in area, especially if it’s a large or unfamiliar venue.

   • How to Resolve:

     • Maintain clear communication with the workers, and give them detailed directions ahead of time.

     • If they’re still having trouble, use the WorkWhile app’s location tracking to pinpoint their position and guide them to the right spot.

     • Stay in touch with workers until they’re on-site, ready to check in, and make sure they feel supported.