For Specialists, Generalists, and Call Agents. Your honest, thoughtful answers help us improve our team, our tools, and how we support each other each season.
⏱ Estimated time: 25–40 minutes🔒 Responses go directly to your manager
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Your information
Which role are you reflecting on this season?This will tailor a section of role-specific questions below. Pick the role you primarily worked in this season.
Which Pod(s) or assignment(s) did you primarily work with this season?School network, region, or function. Leave blank if you floated broadly.
Which season is this reflection for?Fall Launch (Q1), Winter (Q2), End of Year (Q3), Summer (Q4).
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The season in review
How would you rate this season overall?
Very difficultExcellent
What was your biggest win or proudest moment this season?A tough call you handled well, a process you fixed, a school relationship you strengthened, a vendor issue you untangled — anything that felt like a real contribution.
What was the most challenging part of your role this season?A type of call, a system outage, a policy gap, a workload spike, a personal struggle — anything that felt hard to navigate.
How well were you able to balance your workload this season?
Constantly overwhelmedAlways manageable
What weeks or situations felt busiest or most stressful, and why?
If you could change one thing about how this season went, what would it be?
How satisfied are you in your role right now?
What would make you feel more satisfied in your role?
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Team dynamics & communication
How well did the team communicate and collaborate across Pods and functions this season?
Needs a lot of workExcellent
Do you feel comfortable raising concerns or sharing ideas with the team and your manager?
If you don't always feel comfortable speaking up, what gets in the way?Skip this if it doesn't apply.
How supported did you feel by your manager day-to-day this season?
Not supportedVery supported
What is one thing your manager could do more of, less of, or differently to better support you next season?
How would you describe team morale this season?
Were there team tensions or conflicts this season that you felt weren't handled well?No need to name names — focus on the situation or dynamic.
Is there a colleague who made a meaningful difference this season? What did they do?You can name them or just describe the behavior.
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Tools, systems & processes
How satisfied are you with the tools and systems you use daily?TOMS, Twilio Flex, Jira, Confluence, Slack, Google Workspace, etc.
Very frustratedVery satisfied
Which tool or system caused you the most friction this season, and why?
Are there manual steps in your workflow that could be automated or simplified?
How clear and up-to-date are the SOPs, scripts, and Confluence docs you rely on?
Outdated / unclearAlways current & helpful
Which scripts, SOPs, or Confluence pages most need to be updated or rewritten?
What recurring questions or situations did you handle that aren't covered by existing documentation?
What is one process improvement that would have the biggest impact on your daily work?
How well do current processes help you deliver a good experience to schools, parents, and operators?
Often get in the wayAlways support it
What do schools, parents, or operators most frequently ask for that we currently can't help with?
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Call Agent — role-specificCall Agent
How realistic and achievable do current SLA and QA targets feel?
UnrealisticFair & achievable
What is consistently getting in the way of hitting your SLA or QA targets?
How well do current scripts cover the calls you actually receive?
Major gapsCover everything
Which call types feel hardest to handle well, and what would help?
How effective are current escalation pathways when an issue is beyond your scope?
Confusing / slowClear & fast
Where do calls most often stall or get bounced around before resolution?
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Generalist — role-specificGeneralist
How well were you able to flex across Pods or functions this season?
Often stuckFully flexible
Which functional areas do you feel strongest in right now?
Which areas do you feel less prepared for, and would want more training in?
How clear does the path from Generalist to Specialist feel to you right now?
Not clear at allVery clear
What would make you feel more "Specialist-ready" — or, if not interested, what other growth path would you want?
When you spot an issue that needs Specialist intervention, how easy is it to hand off cleanly?
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Specialist — role-specificSpecialist
How well-resourced did you feel to own your Pod this season?
Under-resourcedFully equipped
What recurring issues in your Pod still consume too much of your time?
How are vendor and school relationships in your Pod holding up?
StrainedStrong & healthy
Where are the biggest friction points with vendors or schools in your Pod?
How effective is cross-Pod and cross-Specialist collaboration right now?
SiloedHighly collaborative
What documentation gaps in your Pod should we close before next season?
How well were you able to support cross-training and onboarding others this season?
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Training & growth
How supported did you feel in your professional development this season?
Not at allVery supported
What training, shadowing, or development did you actually do this season?
Were there training opportunities you wanted but couldn't access?
Which skills or training areas would you most like to focus on next season?Select all that apply.
Do you feel your growth is being recognized appropriately?
How do you prefer to receive recognition or feedback?
Where do you see yourself professionally in 1–2 years?Be honest — this helps us support your path forward.
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Goals for next season
What is one personal goal you want to achieve in your role next season?A skill to build, a habit to develop, a metric to hit, a Pod to learn.
What support would you need from your manager or the team to reach that goal?
What is one team goal you'd like us to work toward next season?
What should be our top priority as a team heading into next season?
If you were in charge for a day, what is the first change you would make?
Is there anything else you'd like your manager to know heading into next season?Open space — concerns, hopes, ideas, or anything you didn't get to say above.
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