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[EXAMPLE] Waiver Workflow

Example content

This document is a placeholder written as a realistic example. It will be replaced with the actual SOP once written. Do not follow these instructions in practice.

This workflow ensures all new families complete required liability waivers before participating in classes. Proper waiver processing protects both families and Second Summit from liability issues.

Purpose

Every participant must have a valid, signed waiver on file before entering the training area. This process ensures legal compliance while maintaining a smooth check-in experience for families.

New Family Arrival

Initial Greeting

  1. Welcome the family warmly - "Hi! Welcome to Second Summit Stafford!"
  2. Ask if this is their first visit - Determine waiver status immediately
  3. Direct to waiver station - Point to QR code display and seating area
  4. Provide clipboard option - Some families prefer paper forms

Waiver Processing Options

Digital Waiver (Preferred)

  1. Show QR code display - Located at front desk counter
  2. Guide through scanning process - Help with phone camera if needed
  3. Explain waiver completion - "This covers all participants in your family"
  4. Monitor progress - Check that form is being completed

Paper Waiver (Backup)

  1. Provide clipboard and pen - Use if digital system fails
  2. Point out key sections - Emergency contacts, medical conditions
  3. Ensure all fields completed - Review before accepting

Verification Process

Digital Waiver Confirmation

  1. Check waiver system - Verify submission received in database
  2. Match participant names - Ensure all class participants included
  3. Verify photo ID - Parent/guardian must show government-issued ID
  4. Compare ID to signature - Name on waiver must match ID

Required Information Review

  1. Emergency contact verification - Must be different from signing parent
  2. Medical condition notes - Flag any serious allergies or conditions
  3. Age verification - Ensure participants are in correct age group
  4. Class selection confirmation - Match waiver to registered class

System Updates

CRM/GHL Integration

  1. Tag contact as 'waiver-complete' - Update in GoHighLevel system
  2. Add participant details - Ages, emergency contacts, medical notes
  3. Set up class reminders - Enable automatic notifications
  4. Note preferred communication - Text vs email preference

Coaching Team Notification

  1. Print participant sheet - Include medical/safety notes for coaches
  2. Highlight new participants - Mark clearly on class roster
  3. Share special needs - Alert coaches to any accommodations needed

Common Situations

Situation Solution Escalation
Parent refuses waiver Explain no participation without waiver Sarah (GM)
Minor discrepancies in name Accept if clearly same person Ask for correction
Missing emergency contact Cannot proceed without valid contact Parent must provide
No photo ID Ask for alternative ID or reschedule Sarah (GM) for exceptions
System technical issues Use paper backup immediately IT support

Special Circumstances

Divorced Parents

  • Both parents present: Either can sign if both have custody
  • Single parent: Verify they have legal authority to sign
  • Stepparents: Cannot sign unless legal guardian

Participants Over 18

  • Must sign own waiver - Parents cannot sign for adults
  • College students: May need parent as emergency contact
  • International visitors: Passport acceptable for ID verification

Error Handling

Incomplete Waivers

  1. Review with family - Point out missing sections politely
  2. Provide assistance - Help complete without being pushy
  3. Explain importance - "This helps us keep everyone safe"
  4. Reschedule if needed - Don't rush families through process

Technical Issues

  1. Switch to paper backup - Always have clipboards ready
  2. Document tech problems - Report to Sarah (GM) for resolution
  3. Apologize for inconvenience - Maintain positive experience
  4. Follow up digitally - Enter paper waivers into system later

Customer Service Excellence

The waiver process is often a family's first detailed interaction with us. Stay patient, helpful, and positive - even if they seem frustrated with the paperwork.

Quality Assurance

Daily Waiver Audit

  • Review all new waivers - Check for completeness before filing
  • Verify system sync - Ensure digital waivers uploaded properly
  • Update class rosters - Add new participants to coaching sheets
  • File paperwork - Organize by date and participant name

Monthly Review Process

  • Check waiver expiration dates - Alert families before renewal needed
  • Update emergency contacts - Follow up on outdated information
  • Review medical conditions - Ensure coaching team has current info
  • System maintenance - Archive old waivers per retention policy

Legal Compliance

Waivers expire annually and must be renewed. Never allow participation with expired waivers, regardless of how well you know the family.

Emergency Contacts

  • Sarah (GM): 555-0100 (waiver questions)
  • Legal Department: 555-0250 (serious waiver issues)
  • IT Support: 555-0123 (system problems)
  • Corporate Office: 555-0300 (policy clarifications)