At One Legal, maintaining high standards in service delivery is essential. There are specific circumstances under which a job initially assigned to a contractor might be reassigned to another. Understanding these situations can help you anticipate and possibly prevent reassignment of your tasks.
Important: Assignments must be acted upon within certain timeframes. The below refers to actions we will take once an assignment falls outside of expected service levels. Learn more: Understanding Service Level Expectations and Monitoring.
Circumstances Leading to Job Reassignment
1. Lack of Acceptance:
Initial Action: If a job remains unaccepted, we first reach out to you by sending you a ServeManager note, followed by text, and email to inquire about the status of acceptance.
Follow-Up: If there is no response within 24 hours, a final phone call is made.
Consequence: If there is no answer and no subsequent contact within 2 hours of our call, we leave a voicemail indicating the job will be reassigned.
2. Lack of Attempts After Acceptance:
Initial Action: Similar to unaccepted jobs, we inquire about the lack of attempts through notes, text, and email.
Follow-Up: A final phone call is made after 24 hours if no response is received.
Consequence: If no further contact is received within 2 hours after the phone call, the job is reassigned.
3. Non-Responsiveness to Communication:
Procedure: We will attempt to reach you through notes send through ServeManager, text, email, and a final phone call.
Consequence: Persistent non-communication is deemed unacceptable, leading to job reassignment. A voicemail is left advising that the job will be reassigned without pay if no response is received within 2 hours.
4. Failure to Return Proof of Service:
Initial Action: We request the status of signed proof via notes, text, and email. If no response or contact is made within 24 hours, a final phone call is made.
Follow-Up: If unresponsive, the Contractor Success team will attempt to reach the you for signed affidavit of service.
Consequence: If no affidavit is submitted the job may be reassigned, and the you will be notified via voicemail.
5. You Request Reassignment:
Procedure: Upon receiving a reassignment request from you, we will review your reasoning and, depending on the circumstances, either address your concerns or re-assign.
Consequence: The job will be reassigned to another contractor after confirming the reassignment with the original contractor.
Importance of Adhering to Timelines: Adhering to service level expectations and timelines is essential. Failure to comply may result in account pause or deactivation. For detailed guidelines, see: Understanding Account Pauses and Deactivations.
Reassignment of jobs at One Legal is managed with strict adherence to established protocols to ensure fairness and maintain service quality. As a contractor, understanding these protocols can help you manage your assignments more effectively and avoid potential reassignments. Regular communication and timely action on assigned jobs are key to sustaining a successful partnership with One Legal.