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Standard Operating Procedures

At AlphaBEST, Standard Operating Procedures (SOPs) help ensure consistency, efficiency, and quality across programs and operations. They provide clear guidance for how work is done. SOPs are regularly updated to reflect improvements, compliance requirements, and best practices.



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These summaries provide a high-level overview of each SOP. Employees should download and review the full SOP for complete requirements, procedures, and responsibilities.

Operations & Compliance

Program Quality

Family & Community Relations

People Operations

Financial Operations

 

 

Operations & Complaince 

Manager Accountability 

Version: 1.0                                                                                                                                  Effective Date: 01/01/2026
Review Date: 01/01/2027

SOP Owner: Regional Directors
Department: Program Operations
Applies To: Area Managers (AMs), Assistant Area Managers (AAMs), District Managers (DMs), Regional Managers (RMs), Regional Directors (RDs)

This SOP defines expectations for the timely and accurate completion of operational documentation to ensure compliance with licensing, financial, and organizational standards. It also outlines accountability measures for non-compliance

Download the Full Manager Accountability SOP 

Cascading Communications 

Version: 1.0
Effective Date: 03/01/2026
Review Date: 02/01/2027

SOP Owner(s): VP of Programs, Manager of Internal Communications
Department: Operations & Internal Communications
Applies To: Support Teams, Regional Directors/Regional Managers in CA, Internal Communications Team

This SOP ensures employee communications are reliable, relevant, and relatable, protecting supervisor credibility, reducing message overload, and coordinating communication to the field.

Download the Full Cascading Communications SOP

 

More about this SOP 

Email etiquette standards and why they matter

While cascading communication defines how information moves through the organization, clear email practices support the effectiveness of that communication.

Consistent email etiquette helps ensure messages are easy to understand, directed to the right audience, and delivered in a way that respects employees’ time and attention.

EmailEtiquetteStandards

*Use this as a cheatsheet when sending emails 

 

Emergency & Critical Incident Escalation 

Version: 1.0

Effective Date: 07/21/2025
Review Date: 07/21/2026

SOP Owner: VP of Programs
Department: Operations & Risk Management
Applies To: Site Directors, AAMs, AMs, DMs, RMs, RDs, VPs

This SOP ensures that any situation posing a risk to child or staff safety, property, or the organization’s reputation is escalated immediately and handled consistently.

What This Covers

  • What qualifies as an emergency or critical incident
  • Immediate on-site response expectations
  • Escalation timelines and leadership responsibilities
  • Communication protocols (internal, parent, and media)

Key Reminder

If you are unsure whether an incident qualifies, escalate immediately.

View or Download the Full Emergency and Critical Incident Escalation SOP

 

Site Start-Up

Version: 1.0                                                                                                                                               Effective Date: [Add Date]
Review Date: [Add Date]

SOP Owner: [Add Owner]
Department: Program Operations
Applies To: [Add Audience]

This SOP establishes expectations and procedures for successfully launching new AlphaBEST sites and programs.

What This Covers

  • Site launch preparation requirements
  • Staffing and readiness expectations
  • Licensing and compliance requirements
  • Opening communication procedures

View or Download the Full Site Start-Up SOP

Program Quality

Curriculum Fidelity

Version: 1.0                                                                                                                                                  Effective Date: 01/01/2026
Review Date: 12/01/2026

SOP Owner: Program Operations
Department: Program Operations
Applies To: Site Directors, Group Leaders, Field Managers

This SOP ensures approved curriculum is delivered consistently, accurately, and in alignment with AlphaBEST program standards.

What This Covers
Curriculum implementation expectations
Quality and consistency standards
Documentation requirements
Non-compliance procedures and accountability

View or Download the Full Curriculum Fidelity SOP

Site Success Review Cycle

Version: 1.0                                                                                                                                      Effective Date: 05/01/2026
Review Date: 05/01/2027

SOP Owner: Program Quality Leadership
Department: Program Operations
Applies To: Site Directors, Field Managers, Regional Leadership

This SOP establishes a standardized process for evaluating program quality, identifying improvement opportunities, and supporting continuous site success.

What This Covers

  • Site Success Review process

  • Scoring and evaluation standards

  • Follow-up and coaching expectations

  • Quality improvement planning


View or Download the Full Site Success Review Cycle SOP

Accommodations Process

Version: 1.0                                                                                                                                                  Effective Date: 05/04/2026
Review Date: 04/20/2026

SOP Owner: Accommodations Collaboration Team (ACT Team)
Department: Accommodations
Applies To: All Field Staff, Area Managers, District Managers, Regional Directors

This SOP ensures that AlphaBEST’s program pillar of inclusion is actively implemented to support children with behavioral needs or disabilities.

It outlines the process for identifying, planning, and implementing accommodations so children can successfully participate in programs.

What This Covers

  • How accommodation needs are identified
  • The step-by-step accommodations process (Identify, Collaborate, Create, Implement)
  • Roles and responsibilities of staff and the ACT Team
  • Timelines for communication, documentation, and implementation
  • Ongoing monitoring, updates, and escalation procedures

View or Download the Full Accommodations Process SOP

Family & Community Relations

Family Communication

Version: 1.0                                                                                                                                                  Effective Date: 01/01/2026
Review Date: 01/01/2027

SOP Owner: Jessica Shillingburg
Department: Program Operations
Applies To: Site Staff, Field Managers, Support Teams

This SOP establishes consistent, professional communication practices that keep families informed, supported, and engaged in their child's AlphaBEST experience.

What This Covers

  • Parent communication expectations

  • Required communication timelines

  • Professional communication standards

  • Escalation procedures for family concerns

View or Download the Full Family Communication SOP

Communication & Visibility Standards

Version: 1.0                                                                                                                                                  Effective Date:  01/01/2026 
Review Date:  12/01/2026 

SOP Owner:  Program Operations Leadership 
Department: Program Operations
Applies To:  Area Managers (AMs), District Managers (DMs), Regional Managers (RMs), Regional Directors (RDs) 

This SOP establishes expectations for maintaining strong, visible, and professional relationships with school and district partners.

What This Covers

  • District communication expectations
  • Visibility standards and relationship-building
  • Meeting cadence and follow-up expectations
  • Professional representation of AlphaBEST

View or Download the Full Communication & Visibility Standards SOP

Wait List Management

Version: 1.0                                                                                                                                              Effective Date: 01/01/2026
Review Date: 12/01/2026

SOP Owner: Program Operations
Department: Program Operations
Applies To: Site Directors, Field Managers, Enrollment Support

This SOP provides a consistent process for managing program waitlists while maintaining transparency with families and maximizing enrollment opportunities.

What This Covers

  • Weekly waitlist monitoring requirements

  • Family communication expectations

  • Enrollment prioritization procedures

  • Escalation and problem-solving processes

View or Download the Full Wait List Management SOP

People Operations

Corrective Action Process

Version: 1.0                                                                                                                                  Effective Date: 02/01/2026
Review Date: 02/01/2026

SOP Owner: VP of Programs, Manager of Internal Communications
Department: People Operations
Applies To: All People Managers

This SOP ensures performance and behavior concerns are addressed consistently and fairly through a structured corrective action process.

What This Covers

  • Progressive discipline process (7 steps)
  • Manager and HR responsibilities
  • Documentation expectations
  • Guidelines for escalation and termination

View or Download the Corrective Action Process SOP 

Financial Operations 

Accounts Receivable Collection

Version: 1.0                                                                                                                                              Effective Date: 03/01/2026
Review Date: 02/01/2027

SOP Owner: Director of Financial Accountability & Growth
Department: Accounts Receivable
Applies To:  Accounts Receivable Team, Field Managers, Regional Directors

This SOP outlines responsibilities, expectations, and escalation procedures for collecting outstanding receivables while maintaining accountability across departments.

What This Covers

  • Collection timelines and procedures

  • Roles and responsibilities by department

  • Escalation requirements

  • Revenue protection and account accountability

View or Download the Full Accounts Receivable Collection SOP