This guide is designed to help you confidently navigate the core systems we use day-to-day across client onboarding, campaign management, and communication. Whether you're brand new or just need a refresher, each SOP provides simple, step-by-step instructions for using our platforms effectively — including SDLeads, Notion, Fathom, Meta Ad Manager, and more.

Our goal is to make sure every team member and client is equipped to get the most out of these tools without confusion or overwhelm.

SOP: Beginner’s Guide to Using Notion (Assist Providers Version)

Purpose: To provide a simple, step-by-step guide for new clients on how to use Notion, the platform we use to organise onboarding tasks, training, assets, and campaign progress.

Who It’s For: New NDIS providers and team members working with Assist Providers.

1. Logging In to Notion

• Check your email for an invite from our team (sent to the email you provided).

• Click "Accept Invite" to join the workspace.

• You can access Notion via:

  • Web: notion.so

  • Desktop app (optional)

  • Mobile app (iOS or Android)

🧠 Tip: Bookmark the onboarding dashboard for easy access.

2. What You’ll See in Your Workspace

Once logged in, you’ll see a workspace called Assist Providers This includes:

• ✅ Onboarding Checklist (step-by-step tasks before launching)

• 📝 Training Materials (walkthroughs and SOPs)

• 📈 Campaign Performance (live updates after launch)

• 📂 Expectations (service agreements, plans, etc)

• 📞 Lead Call Database (all qualified consults - to be completed by you)

3. Using the Onboarding Checklist

This is the most important page to start with. It breaks down the exact steps we’ll take to prepare your business for lead generation.

To Use It:

• Click “Onboarding Checklist” on the left panel

• Each section is collapsible (click the small arrow ▶️ to expand)

• Tick ✅ each item as it’s completed

🎯 Your goal is to finish all onboarding tasks before your campaigns go live.

4. Navigating the Workspace

• Use the left-hand menu to jump between pages (checklist, training, campaigns)

• Click any page title to open it

• Use the search bar (Cmd/Ctrl + P) to quickly find pages

• You can add comments or @mention our team if you have a question

5. Adding Notes or Comments

• Hover over any text block or checklist

• Click the speech bubble icon to leave a comment

• Use @Andrew to tag someone

💬 This is great for asking questions about specific items in your checklist.

6. Tips to Stay Organised

• ✅ Bookmark the main dashboard

• ⏰ Check your checklist before every call

• 💡 Use the “Training” page to access past walkthroughs

• 📎 Upload files or documents directly to your workspace if requested

Need Help?

If you get stuck:

• Ask in your WhatsApp group with our team

• Or leave a comment in Notion and tag us

We’re here to guide you step by step. Once you’re confident in Notion, your entire onboarding process will feel clear, structured, and simple.

SOP: Beginner’s Guide to Using Fathom (Assist Providers Version)

Purpose: To help new clients set up and use Fathom, the meeting recording tool we use to document onboarding calls, roleplays, and consults. This SOP covers everything from installation to sharing recordings and syncing with Notion.

Who It’s For: NDIS providers and team members working with Assist Providers who need to record and manage meetings or roleplays.

1. What is Fathom?

Fathom is a meeting assistant that automatically records, transcribes, and highlights your Zoom or Google Meet calls. You can easily share recordings with Assist Providers and upload links to Notion.

2. Step-by-Step Setup Guide

✅ A. Install the Fathom Chrome Extension

1. Go to Fathom Chrome Extension

2. Click “Add to Chrome”

3. Once added, you’ll see the Fathom icon in your Chrome toolbar

🔐 Make sure you’re signed into the Google account you use for Google Meet or Zoom.

✅ B. Sign Up for a Fathom Account

1. Visit fathom.video

2. Click “Sign Up Free”

3. Use the same email you use for your onboarding meetings

4. Complete the quick setup prompts:

   • Choose your role (e.g., Owner/Director)

   • Department (choose any if unsure)

   • CRM: select “I don’t use a CRM” if not applicable

✅ C. Add the Fathom Recorder to Google Meet Manually

1. Join your Google Meet call

2. In the bottom-left corner, click the Fathom icon (blue logo)

3. Click “Start recording with Fathom”

4. Accept permissions if prompted

💡 This must be done at the start of every meeting — Fathom will not auto-start unless triggered.

3. After the Meeting: Accessing & Sharing Your Recording

✅ A. Access the Recording

1. After the meeting ends, Fathom will email you a link to your call summary and recording

2. You can also go to fathom.video/my-meetings to view all past recordings

✅ B. Share the Link with Assist Providers

• Open the meeting link to view the recording.

• Click the blue share button and select copy link.

• Paste the link into:

  • The WhatsApp group for roleplay reviews

  • Your lead call database for actual consults.

4. Troubleshooting & Best Practices

Issue Solution Didn’t get the Fathom email? Check spam/junk or log in directly at fathom.video Forgot to click the blue icon? Re-record the session using Google Meet + Fathom properly Can't see Fathom icon? Reinstall the Chrome extension and restart your browser Recording not appearing? Wait 5–10 minutes or refresh your Fathom dashboard

✅ Practice using it once or twice before your official roleplays.

Need Help? Ask in the WhatsApp group or send a message through your onboarding Notion page — we’re here to help!

SOP: Beginner’s Guide to Accessing Meta Ad Manager (Assist Providers Version)

Purpose: To give new clients a simple overview of how to access their Meta Ad Manager account, view ad performance, and understand what information they can monitor during their campaign.

Who It’s For: NDIS providers working with Assist Providers who want to access their own Facebook/Instagram ad performance.

1. What Is Meta Ad Manager?

Meta Ad Manager is the platform used to run Facebook and Instagram ads. As a provider, you’ll be given access so you can:

• View live campaign performance

• Check reach, clicks, and leads

• Monitor how your budget is being spent

📌 Note: You won’t need to create or manage ads — our team handles everything. This is just for visibility.

2. How to Access Your Ad Account

✅ A. Log In to Facebook

1. Go to https://facebook.com

2. Log in with the Facebook account you provided access from (must be the same one linked to your Business Manager)

✅ B. Open Ad Manager

1. Visit https://adsmanager.facebook.com

2. You should see your business ad account in the top left

3. If you manage multiple accounts, use the dropdown to select the correct one (your business name)

🔒 If you don’t see the ad account, let our team know.

3. What You Can See

Here are the main things you can monitor:

• Campaigns Tab: Overview of all active and past campaigns

• Results: How many leads or actions your ads have generated

• Reach: How many people saw your ad

• Cost per Result: Average cost per lead/click

• Amount Spent: How much of your ad budget has been used

🧠 We recommend checking this no more than once a week. Focus on trends, not day-to-day fluctuations.

4. Common Terms Explained

Term What It Means Leads People who submitted your form or called you Reach Unique people who saw your ad Impressions Total times your ad was shown (can include repeats) CTR Click-through rate — how many people clicked after seeing your ad CPC Cost per click — how much each click is costing you

5. Questions or Issues?

If anything looks confusing or isn’t loading:

• Let us know in the WhatsApp group

• We’re happy to walk you through your ad performance during calls

✅ Your ads are fully managed by Assist Providers — this access is just for transparency.

SOP: Beginner's Guide to Using SDLeads

Purpose: To provide a simple, step-by-step introduction to using SDLeads, for NDIS providers. This guide will cover the essential features you need to start using the platform effectively.

Who It's For: New users (providers and their team members) who are just getting started with SDLeads.

1. Logging In

• Go to your SDLeads login page (provided via email).

• Enter your username (usually your email) and password.

• You’ll land on the Dashboard.

🧠 Tip: Bookmark the login page for quick access.

2. Conversations (Your Inbox)

This is where all inbound and outbound communication is stored.

To Access:

• Click "Conversations" in the left-hand menu.

• Here you can:

  • Reply to incoming messages

  • Start a new message

  • View all message history per participant/contact

✅ Always check this tab daily — some participants may respond via SMS or email and expect quick replies.

3. Contacts (Your Participants & Carers)

This is your contact database — where every inquiry or client is stored.

To Access:

• Click "Contacts" from the left menu

Here you can:

• View all saved participant/carer profiles

• Click into a contact to see their full communication history, activity, and notes

• Create a new contact manually using the "+" icon

✅ Use this area to keep notes, update phone numbers, or log call outcomes.

4. Calendar (Where Consults Are Booked)

This is where your upcoming consults and meetings are tracked.

To Access:

• Click "Calendar" on the left-hand side

Here you can:

• View upcoming consults

• Reschedule or cancel bookings

• Integrate with your personal calendar (Google/iCal) for real-time syncing

🛠️ To reschedule: click the booking, click “Edit Appointment,” and choose a new date/time.

✅ Block out times you’re unavailable so our team doesn’t book you accidentally.

5. Opportunities (Your Sales Pipeline)

This is your visual pipeline — it shows where each potential participant is in the sign-up journey.

To Access:

• Click "Opportunities" on the left

• You’ll see different stages, e.g.:

  • Scheduled – booked for a consult

  • No Show – didn’t attend

  • Follow-Up Booked – needs another meeting

  • Closed – successfully signed up

  • Not Interested – opted out

🧠 After each consult, move the contact to the correct stage based on what happened.

✅ This helps track who needs follow-up and who is ready to onboard.

💡 Tip: There are 2 pipelines that can be selected;

• “Closing Pipeline”: Your qualified leads that have been booked in.

• “Setting Pipeline”: Unqualified leads that our team will deal with - you won’t need to access this.

6. Notifications & Emails

Always check your email for consult confirmations. If SDLeads is linked with your calendar, consults will show up automatically. You’ll also receive:

• Reminders

• Participant replies

• Booking updates

✅ If you're not receiving emails, check your spam folder and confirm your email was correctly entered into the system.

Final Tips for Beginners:

• Log in daily to check conversations and new bookings

• Always move Opportunities after each consult

• Keep your availability updated in Calendar

• Add notes under Contacts for context

• Don’t worry — you’ll get more confident with time!

If you ever get stuck, message our team in the WhatsApp group — we’re here to help!