Client transitions are critical as our partnerships are vulnerable during this change. We want to make the process as quick, smooth, and easy for the client as we can. TO contracts require a 30 Day Notice of Termination, and the time is used to identify, train, and collaborate with other talent to provide coverage for your clients. Once the clock is ticking, we want to complete the matching process as soon as possible to provide plenty of time for training and ongoing support for a successful outcome.

Important note: It is a Trusty Oak value to never, ever ghost a client. During a transition, please be as involved and helpful as possible.

Tracking Time

• Please do not track time for the handoff prep or training new talent. This falls under normal cost of doing business for a freelancer and thus doesn't qualify for payment. We'll work with you to make this a fast process.
• The new talent will track time on your client's hours during training, but you will not track time to the client unless you are the "owner" of the task. In short, we don't want double-time getting tracked to the client for the transition. If you are completing a task for your client, track time. If you are training or assisting the new talent, do not track time.

Offboarding To-Do List for Transitioning Clients

Before you go, we need your help getting your clients taken care of. Here's your to-do list.

1. Create folders for each of your clients in the Team Client Folder (if they don't already have one).
2. Add login/pw info to PassPack. PLEASE DO NOT SEND LOGIN INFO IN EMAILS, OR IN PLAIN TEXT. This is a security concern!
3. For each client, fill out the Hand-off Worksheet
4. Create Loom videos covering the "how-to's" for any specific tasks that are unique to your clients. Ideally, you'd just record yourself doing the task and explaining it the next time you do something (versus adding extra work to make training material). You can link to the Loom videos in the Hand-off Worksheet.
5. When you have the worksheet filled out and the Loom videos created, let the CSC department know so we can post the job to #opportunities and begin to identify the correct talent for each client. (This is the first thing we need to begin helping with the transition ASAP.)
   • Interested tale will be introduced to you to discuss the project further to confirm that they are qualified and interested in the work.
6. After we know which talent is taking over, we will ask you to draft an email for our review that will go out to each client (explaining you are leaving and that we've identified someone new to take over).We want to review and approve this message because many times when transitions happen, we lose clients. We want to help make sure we handle this very carefully. When you send the email notifying the client of the transition, please include a few things:
   • You have already begun (or completed) documenting workflow, processes, and tasks.
   • The CS department will follow up with talent suggestions to facilitate the matching process.
   • When you send the emails to clients, cc the CS department, who will follow up with an email providing talent matches.
7. After the client agrees to work with the new talent, then we will ask you to complete training/handoff to the new talent before signing off officially. We'd like to have as much time as possible for this part of the process. During this training, be sure to:
   • Share passwords via PassPack or LastPass
   • Add new talent to any project management software such as Trello, Asana, etc.
   • Invite the new talent to Slack channels, Google drive folders, etc.

Hand-off Worksheet - MAKE A COPY

Monthly Platform Fee cancellation

• Platform fees will remain active until all client transitions are complete as they cover your costs for doing business.
• The platform subscription will be canceled when we process your final payment through Rippling, and after we shut down your email, Harvest, Slack, Rippling, etc. as these are specific costs that the $29 payment covers each month.

Trusty Oak Team Intranet - 2022