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Playbook for when a Certify Administrator leaves

Updated Mar 24, 2021

Playbook for when a Certify Administrator leaves

There is another Article for what to do from a maintenance standpoint when a Certify Admin leaves.

This Article is for what to do from a Certify Admin replacement standpoint.

90-day Plan:

  1. Find out who is replacing the outgoing Certify Admin
  2. With Customer Success Manager,  assess district health designation in Salesforce as to whether the district is a renewal risk based on staff turnover
  3. Create a ticket Freshdesk to track the these steps and document the activities over a '90-day plan'; use tag 'New Certify Admin'
    1. Schedule a phone call to go over Certify Admin role, and review the entitlements especially those that their district may not have been previously using (for example CertifySEIS or state reporting rule libraries). 
    2. Provide provide instructions on how to access the Certify Admin Academy training (to be created)
    3. Schedule a 45-day follow-up to discuss how things are going, Certify usage, and any questions they may have one month later.
    4. Schedule a 90-day follow-up.
    5. Assess whether additional follow up is required.
  4. Use 'To-do's' within the ticket to track and comments on each milestone 'a' through 'e' above 
  5. Once milestones are met,  with Customer Success Manager,  re-assessdistrict health designation in Salesforce as to whether the district is a renewal risk based on staff turnover.  
    1. Identify follow up as needed and continue to track in 'private c
  6. Close Freshdesk ticket if no follow up is needed

Additional Considerations:  

  • Sometimes if the new Staff member is not aware of the DGA agent it can be difficult to troubleshoot if we have outages. We’ve made efforts to document the locations of the agents at each district to help alleviate this.
  • When there is a technical change at the district, we should schedule a call with that person and the Certify Admin (if they are interested) to go over the technical specifications of Certify.
  • For CEE on premises districts where we implemented the “learn to fish model” it becomes significantly more challenging. We may need to train new staff to administer Certify, but we should also use the opportunity to make sure on prem/self-sufficient is still the right fit for the district. They may be open to moving to hosted, or engaging a services contract rather than staff internally to administer Certify.
  • With Certify Admin turnover happens and the replacement isn’t immediately identified, I usually add a calendar reminder to myself for a few weeks later to contact the district and ask if one has been identified/hired. Once that happens, we schedule a call to familiarize the new Admin with Certify.  
  • When we get a new district admin, it is a great opportunity to tell them about the entitlements that their district may not have been previously using (for example CertifySEIS or state reporting rule libraries).
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