Best Practices for Leaders

Consistent, disciplined use of Smart Access is what separates a leader who reacts to problems from one who prevents them. This guide lays out a practical cadence for daily, weekly, and ongoing performance reviews, managing observations, maintaining training records, and staying ahead of safety and compliance requirements. This article walks through,
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Start each shift by logging into Smart Access and reviewing team performance metrics from the previous period. See Understanding Performance Data for how integrated metrics populate on the associate profile. Note any associates showing significant changes in their rolling 4-week averages, and identify who may need additional support or coaching. Pay special attention to associates currently on ramp plans, since early intervention here has the biggest payoff.

Schedule dedicated time each week to review complete team performance, focusing on associates showing performance below 95% as well as those with unusual patterns, such as 100% performance paired with potential process violations. Document performance conversations and next steps within Smart Access; see Navigating the Associate Profile for where these are stored and close the loop by following up on the previous week's action items.

Monitor both previous week and rolling 4-week performance metrics across all assigned job functions, and check for gaps between assigned and actual job functions. Verifying proper job function assignments keeps tracking accurate, and any performance anomalies uncovered along the way should be documented for discussion in panels.

Create a consistent daily observation schedule so each team member receives regular observations. Prioritize new hires within their first 90 days, associates on ramp plans, recently cross-trained associates, and anyone with recent safety concerns, since these groups benefit most from close, frequent attention.

Complete observations in real-time using the mobile app; see How to Perform an Observation and include specific, actionable feedback rather than general impressions. How to Document a High-Quality Observation covers what strong documentation looks like in practice. Document both positive behaviors and opportunities, link observations to the specific job function involved, and include safety components in process observations. The Common Observation Programs article explains how Safety, Process, Work Area, and Job Function observation types work together.

Review observation history before starting new observations so context carries forward, and track completion of suggested improvements over time. Schedule follow-up observations when needed, document coaching conversations as they happen, and link observations to performance metrics; see Observations Reporting & Compliance Tracking for how these connect.

Review skill-building progress at the start of each shift, check for approaching certification deadlines, and verify training assignments for new hires. Monitor cross-training progress alongside this, and update job function assignments as associates' responsibilities evolve.

Record all training activities in Smart Access; see How to Perform a Skill Build for the two-step sign-off process and update skill building checklists in real-time rather than after the fact. Document coaching sessions and progress as they occur, referring to How to Coach Using Skill Build Checklists for guidance, and track certification completion dates along with any training extensions or special circumstances.

Review incomplete skill building items and check certification expiration dates regularly. Managing Skill Build and Certification Programs Within Your Team covers tracking, revoking, and reporting on certifications in detail. Monitor cross-training progression and verify coach assignments are current, and track training completion rates over time; the Manage a Skill Build Program guide covers governance, cadence, and reporting at scale.

Review safety engagement data and check for new safety observations each day. Monitor safety-related training completion, track any reported incidents, and verify safety certification status. The Leader Panel/Navigator surfaces certifications that are revoked, expired, or expiring within 30 days.

Include safety components in process observations and document safety concerns immediately rather than waiting until the observation is complete. Track resolution of safety issues and monitor safety engagement metrics on an ongoing basis, and follow up on safety-related coaching to confirm it took hold.

Verify completion of required safety training and monitor safety certification status regularly. Track safety engagement requirements, document safety conversations as they happen, and follow up on safety action items until they are resolved.

Check for expired certifications and review approaching certification deadlines each day. Verify required training completion and monitor mandatory observation completion; see Ops Navigator: Setting Up Network Compliance / Coverage Monitoring for how compliance and coverage metrics are configured and track safety compliance requirements alongside them.

Update certification records promptly as they change, and document compliance-related conversations so there's a clear trail. Track completion of required training and monitor compliance deadlines closely, and keep job function assignments accurate since compliance tracking depends on them.

Schedule recertification training as needed and document compliance issues as they surface. Create action plans for non-compliance, track resolution of those issues through to completion, and maintain compliance documentation throughout.

Review daily management data before panels. The Leader Panel/Navigator pulls together observation compliance, certification status, and performance data by key, site, and functional area. Compile observation and coaching history ahead of time, verify training and certification status, document safety and compliance status, and prepare performance trending data so the panel discussion starts from a complete picture.

Update all relevant records before panels and document panel discussions and decisions using the Notes & Actions Taken fields on the panel. Record action items and follow-up tasks as they're assigned, note any changes to training or development plans, and track ramp plan progress alongside everything else.

Create a consistent daily review schedule and prioritize critical compliance items within it. Balance observation time with documentation so neither gets shortchanged, schedule regular follow-up sessions, and set aside dedicated time for data review and updates rather than squeezing it in between other tasks.

Document all coaching conversations and maintain clear records of decisions and actions. Share relevant updates with team members, escalate concerns appropriately when they arise, and keep records of all follow-up actions so nothing gets lost.

Verify job function assignments regularly and update training records promptly as they change. Document observations in real-time rather than after the fact, maintain accurate certification records, and review data accuracy on a weekly basis to catch drift early.

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