Communication Principles (Non-negotiables)

One source of truth: The Task Board is where work is tracked (status, due date, links, notes).

If it’s not logged, it’s not scheduled: New work must be captured via the Task Request process.

Clear deadlines: Every time-sensitive request must include date + time + timezone.

Approvals must be explicit: “Looks good” is okay, but APPROVED / NEED INFO / REJECTED is preferred.

Security first: No passwords or sensitive data in plain chat/email.

Reduce back-and-forth: Messages should include context, desired outcome, and next step.

Tools used

Fill in the bracketed items to match your system.

• Core tracking
• Task Request Form – required intake for new tasks
• Task Board – source of truth for all work tracking

Approvals Queue – approvals & decisions (recommended for anything client-facing or high-risk)

• Communication channels

Primary channel: [Slack / Teams / WhatsApp] – day-to-day coordination

Urgent channel: [same platform “urgent” thread / phone / dedicated chat] – escalation only

Email: formal approvals, invoicing, external communications, sensitive items, long-form context

Work systems (as applicable)

• Calendar & Travel system – travel requests, booking approvals, deadlines
• Shared Drive / Client Hub – file storage, final deliverables, templates

Secure credential method: [1Password / LastPass / Bitwarden / secure portal] – access sharing

Communication Matrix (Where to send what)

Use this to keep communication organized.

• New work requests

Submit New Request (required)

Not allowed: sending new tasks only via chat/email without logging

• Status checks / quick clarifications

Primary channel (short questions)

Task Board comment (if it relates to one task and should be saved with it)

• Approvals / decisions

Approvals Queue (preferred)

Email (acceptable if client prefers email approvals)

Urgent / time-sensitive matters (<24 hours)

Urgent channel using the urgent format (see below)

• Also ensure the task is on the Task Board
• File delivery
• Shared Drive link + Task Board link

(Primary channel can notify, but Task Board stores the final link.)

• Access issues blocking work
• Access issue process (ticket/form) + urgent channel if deadline is near
• Weekly planning / priorities
• Weekly review message + Task Board updates

Optional: scheduled call with agenda and action items

Roles & Responsibilities

Client is responsible for

• Submitting new tasks through the Task Request process

Providing complete inputs (deadline, access, links, expected outcome)

• Responding to Needs Info / Approval Needed items quickly

Approving client-facing deliverables before sending/publishing (unless otherwise agreed)

VA is responsible for

• Logging, prioritizing, and tracking tasks on the Task Board
• Asking clarifying questions early
• Updating statuses and providing realistic timelines
• Delivering work with clear links and next steps

Escalating blockers immediately (access, missing info, approvals)

Response Time Standards (Recommended SLA)

Adjust to your working hours.

VA response time (during working hours)

Standard: acknowledge within 4 business hours

High priority: acknowledge within 2 business hours

Urgent: acknowledge within 30–60 minutes (if within working hours)

Client response time (to prevent delays)

Approvals / Needs Info: within 24 hours (or same day if urgent)

If client will be offline, client should share availability window + backup approver (if applicable)

Priority Definitions

Standard: due in >72 hours

Moderate: due in 48–72 hours

High: due in 24–48 hours

Urgent: due within 24 hours OR blocks a critical deadline/meeting

Urgent is for deadlines, not importance.

Required Message Formats

• Urgent format
• URGENT — [Task Title] — [What you need] — [Deadline + Timezone]

Example: URGENT — Vendor invoice approval — Need approval to pay — Today 3:00 PM GST

• Clarification format
• Question + options + decision needed by

Example: “For the email draft: do you want tone A (firm) or tone B (friendly)? Please confirm by 2 PM PHT.”

• File delivery format

• Delivered + link + what changed + next step

Example: “Delivered: Proposal deck v2 (link). Changes: pricing slide updated, copy tightened. Next step: approve or request edits.”

Steps (End-to-end communication workflow)

Step 1 — Intake (Client → VA)

Trigger: Client has a new request.

Client submits via Task Request Form with

Task title (clear + specific)

Deadline (date + time + timezone)

• Priority
• Context/background
• Links/files/assets

Definition of Done (what completion looks like)

Constraints (brand voice, budget limits, tools allowed)

VA acknowledges and ensures tasks appear on the Task Board.

If client sends a new task via chat/email

VA response (script)

“Got it. Please submit this via the Task Request Form so it’s tracked and prioritized correctly. If you want, I can log it for you—just confirm the deadline + priority.”

Step 2 — Triage (VA)

VA reviews the task and sets

Category (admin, travel, email, research, finance, etc.)

• Priority
• Due date

Dependencies (access, approvals, info needed)

If incomplete

VA updates status to Needs Info / Waiting and asks targeted questions (max 1–3 questions per message).

Step 3 — Planning & Scheduling (VA ↔ Client)

VA assigns

Owner (VA)

Estimated delivery window (especially for multi-step tasks)

Milestones if needed (draft → review → final)

If multiple urgent tasks exist

VA asks the client to confirm the order and what gets deprioritized.

Step 4 — Execution Updates (VA)

VA updates Task Board

Status changes (Scheduled/In Progress/Needs Info/Approval Needed/Done)

Progress notes (short, actionable)

Links to working drafts (if client should review)

VA uses primary channel for

• Short clarifications
• Quick confirmations
• Time-sensitive nudges

Rule: The Task Board holds the durable record; chat is for speed.

Step 5 — Approvals (Client ↔ VA)

When approval is required, VA moves task to Approval Needed and provides

• What is being approved
• Link to item
• Deadline for approval
• Clear approval choices

Client replies using one of

APPROVED (go ahead)

NEED INFO (questions before deciding)

REJECTED (stop + new direction)

VA records approval outcome in Approvals Queue / Task Board notes.

Step 6 — Delivery & Handoff (VA → Client)

VA delivers by

Saving final files in the correct folder (Client Hub/Drive)

• Posting final link on Task Board
• Sending a short delivery note with next step

Delivery note should include

• Link
• Summary of what’s included

Anything pending (e.g., “needs your approval” / “waiting on access”)

• Next action

Step 7 — Revisions & Scope Control

Minor revisions stay on the same task (comment-based)

Major changes/new work require a new Task Request (prevents scope creep and keeps timelines realistic)

VA script (scope control)

“This change is substantial and would affect the timeline. I can do it—please submit it as a new request so we can track it properly.”

Step 8 — Blockers & Escalation

Common blockers

• Missing access/permissions
• Missing info/assets
• Pending approvals
• Conflicting priorities

VA actions

• Update task to Blocked / Needs Info

Message client with: blocker + what’s needed + deadline impact

• If deadline <24h, use urgent channel format

Writing & Tone Standards (Quality rules)

• Chat/DM

Keep it short: one topic per message when possible

• Include deadline if time-sensitive
• Use bullet points for multiple items
• Email

Use consistent subject lines

• ACTION REQUIRED — [Topic] — Due [Date/Time TZ]
• FOR REVIEW — [Deliverable] — Reply Approved/Changes
• FYI — [Update]

Email body structure

Context (1–2 lines)

• What you need / what was done

Link(s)

• Deadline/next step

File & Documentation Standards

File naming (recommended)

• [Client] — [Deliverable] — [YYYY-MM-DD]

Optional versioning: v1 / v2 only when needed.

• Storage rules
• Final deliverables stored in the designated Client Hub folder
• The Task Board always links to the final source
• Avoid sending attachments in chat unless necessary; prefer links
• Decision log rule

Any decision that affects scope, budget, deadlines, or direction should be recorded in

• Approvals Queue and/or Task Board notes

Security & Confidentiality

• No passwords, card details, or sensitive personal info in plain chat/email
• Use secure credential-sharing method

Follow least-privilege access (only what VA needs)

If sharing a file externally, get approval first (unless pre-approved workflow exists)

Examples

Example 1 — Ideal Task Request

Title: Draft reply to vendor re: renewal

Deadline: Mar 6, 3:00 PM GST

Priority: High

Context: Renewal deadline approaching; need confirmation of terms

Links: Contract + email thread

Definition of Done: Approval-ready email draft + 2 subject line options

Example 2 — Clarification Message (VA)

“Two quick questions so I can finish this correctly

Should the tone be firm or friendly?

Do we offer a new date or ask them for availability?

• Please confirm by 2 PM PHT.”

Example 3 — Approval Request (VA)

“FOR APPROVAL: Social post draft (link).

Please reply with: APPROVED / NEED INFO / REJECTED by tomorrow 10 AM PHT.”

Example 4 — Urgent Escalation

• URGENT — Travel booking approval — Need approval to confirm flights — Today 5:00 PM PST

Example 5 — Delivery Note (VA)

“Delivered: Meeting agenda + notes template (link).

Included: updated sections for action items + owner + due date.

Next: confirm if you want weekly or per-meeting usage.”

Common issues / FAQs

• “Can I just message tasks instead of using the form?”

You can message for awareness, but the task must be logged (form or VA logs it) to be scheduled and tracked.

• “Why is my task marked Needs Info?”

It’s missing required inputs (deadline, links, access, definition of done). Reply to the questions to remove the blocker.

• “I need this today—what should I do?”

Use the urgent format and include the exact deadline + timezone. Also ensure the task is on the Task Board.

• “Where do I find the final file?”

In the Client Hub folder, the Task Board has the final link.

• “Can we approve via chat?”

Yes if agreed, but approvals should still be logged (Approvals Queue or Task Board note) for traceability.

• “What happens if I’m offline?”

Tell VA your offline window and whether VA should pause approvals (safe mode) or proceed only on low-risk items (efficient mode).

• “What if priorities conflict?”

VA will propose options: what can be done first, what moves, and what needs approval to proceed.

• “How do we handle confidential info or credentials?”

Only through secure credential-sharing. Never in plain messages.

Tools used

Task Request Form (intake method for new requests)

Task Board (source of truth for status, priority, due dates, links, notes)

Approvals Queue (when approval is required)

Primary communication channel (quick clarifications and coordination)

Shared Drive / Client Hub (file storage and deliverables)

Steps

Step 1 — When to submit a Task Request

Client must submit a Task Request when

It is a new task (anything not already on the Task Board)

• A “quick ask” will take more than 10–15 minutes
• It requires a deadline, scheduling, or priority

It needs tracking (multiple steps, dependencies, deliverables)

• It requires approvals, client-facing output, or external sending
• It is a major revision or scope change to an existing item
• It involves spending money, purchases, or subscriptions
• It involves access requests, permissions, or system changes

Client does not need a new Task Request when

• It is a simple clarification on an existing task already logged

It is a minor edit that does not change scope or timeline (handled within the existing task comments)

Step 2 — How to submit a Task Request (Client)

Client submits via the Task Request Form and includes the required fields below.

Required fields (must have)

• Task Title

Clear and specific (verb + outcome)

Example: “Draft response to vendor renewal email”

• Category / Type

Example: Admin, Email, Calendar, Travel, Research, Finance, Ops

• Deadline
• Must include date, time, and timezone
• If flexible, provide a target window and the latest acceptable time
• Priority

Standard / Moderate / High / Urgent (or your chosen labels)

• Context
• 2–5 sentences describing background and goal
• Definition of Done
• What “complete” looks like, including format and where it should be delivered
• Links / Files / References
• Source docs, examples, logins (shared securely), brand assets, previous threads

Recommended fields (strongly preferred):

• Owner / Approver
• Who approves if multiple people are involved
• Constraints
• Budget cap, preferred tools, tone/voice rules, non-negotiables
• Dependencies
• Access needed, waiting on a third party, required info from client
• Sensitivity level
• “Client-facing,” “Internal only,” “Do not send without approval”

Step 3 — VA intake and acknowledgement (VA)

Within the agreed response window, VA

• Confirms the request appears on the Task Board

Sets/validates

• Priority
• Due date and timezone
• Category
• Owner/assignee
• Sends acknowledgement to client using one of the templates below
• If inputs are missing, sets status to Needs Info / Waiting and requests clarification

Step 4 — Clarifications (VA ↔ Client)

If the request is incomplete, VA asks a maximum of 1–3 targeted questions and pauses work until answered if required.

Examples of clarification questions

• “What is the deadline (date, time, timezone)?”
• “Who is the approver for this?”
• “Do you want tone A (formal) or tone B (friendly)?”
• “Which doc is the source of truth for content?”

VA updates the task status to Needs Info / Waiting until the client responds.

Step 5 — Scheduling and prioritization (VA ↔ Client)

VA schedules the work based on

• Deadline and timezone
• Priority level
• Dependencies and approvals
• Workload and existing commitments

If multiple urgent/high tasks exist, VA asks client to confirm the order and what gets deprioritized.

Step 6 — Execution and updates (VA)

VA updates the Task Board with

Status changes (New → Scheduled → In Progress → Needs Info → Approval Needed → Done)

• Notes that impact scope/deadlines
• Links to drafts and final deliverables

Client can monitor progress via the Task Board instead of requesting frequent updates.

Step 7 — Delivery and closure (VA)

When complete, VA

Saves final output to the correct folder location (Client Hub/Drive)

• Adds final link(s) to the Task Board
• Marks task as Done

Sends a delivery message with

• Deliverable link
• Summary of what was completed

Any required next step (approval, confirmation, follow-up)

Step 8 — Revisions and new scope (Client → VA)

Minor edits: handled within the same task thread/comments

Major changes: require a new Task Request so the new scope is tracked and scheduled

Rule of thumb

If it changes the deadline, deliverable type, or effort significantly, submit a new Task Request.

Examples

Example A: Well-formed Task Request

Title: Prepare weekly report summary (last week’s tasks)

Deadline: Mar 7, 4:00 PM PHT

Priority: Moderate

Context: Need summary for leadership update

Definition of Done: 1-page summary in Google Doc + link posted on Task Board

Links: Task Board filter link + last week’s report template

Example B: Ambiguous request (what not to submit)

• “Can you handle something for me today?”

Missing: task title, deadline time, timezone, definition of done, links.

Example C: Major scope change (requires new request)

Original: “Draft a short email reply.”

Change: “Create a full outreach sequence + CRM tagging plan.”

Action: Submit a new Task Request.

Common issues / FAQs

• “I messaged you the task already. Why do I need the form?”

Because tasks must be logged to be scheduled, prioritized, and tracked. Chat can be missed; the Task Board prevents that.

• “What if it’s urgent?”

Submit the Task Request immediately, then send an urgent message using this format

• URGENT — [Task Title] — [What you need] — [Deadline + Timezone]
• “What if I don’t know the deadline?”

Provide the event it supports and any constraints. VA will propose a recommended deadline and confirm with you.

• “Why is my task stuck on Needs Info / Waiting?”

The request is missing required inputs (deadline, links, access, approver, or definition of done). Reply to the questions to resume work.

• “Can I request revisions without submitting a new task?”

Yes for minor edits. For major changes or additional deliverables, submit a new Task Request.

• “Where will I find the completed work?”

Final deliverables are saved in the Client Hub/Drive, and the Task Board contains the final link.

Templates

• VA acknowledgement template

“Received. I’ve logged this on the Task Board as: [Task Title].

Current priority: [Priority]. Deadline: [Date/Time TZ].

Next step: [Clarification needed OR I’ll begin and update status].”

• VA needs-info template

“Before I proceed, I need

• [Question]
• [Question]

Deadline impact: If I don’t get this by [time], delivery will move to [new estimate].”

• VA delivery template

“Completed: [Deliverable].

Link: [URL]

Summary: [1–2 lines].

Next step: [Approve / confirm / none].”

Tools used

Client calendar platform (Google Calendar / Outlook / Apple Calendar)

Meeting scheduling tool (Calendly / Google Appointment Schedule / Microsoft Bookings) if applicable

Video conferencing tools (Zoom / Google Meet / Teams)

Primary communication channel (for quick clarifications)

Email (for formal invites, external stakeholders, and confirmations)

Task Board (for calendar-related requests requiring tracking and deadlines)

Travel system (if meetings depend on travel itinerary/time zone changes)

Steps

Step 1 — When to submit a calendar request

A calendar request must be submitted when

• Scheduling a new meeting
• Rescheduling/canceling an existing meeting

Adding travel blocks, focus blocks, working sessions, or personal holds (if allowed)

• Coordinating with multiple attendees or external parties
• Setting up recurring meetings
• Creating or updating scheduling links/availability rules
• Any change that impacts time zone, location, or travel

A calendar request does not need a formal request when

It is a quick clarification about an existing event (e.g., “Is this still happening?”)

It is a minor edit with no impact on time, attendees, or meeting purpose (e.g., correcting a typo)

Step 2 — Required information for all calendar requests (Client → VA)

Client provides

• Meeting title

Purpose / agenda (1–2 lines)

• Attendees

Names + emails (and whether any are external)

• Preferred date/time options
• At least 2–3 windows
• Time zone
• Always specify time zone for the requested time
• Meeting length
• e.g., 15/30/45/60 minutes
• Location
• Zoom/Meet/Teams link, phone call, or physical address
• Priority and deadline
• If tied to a deadline, include it
• Prep requirements
• Docs/links to include, pre-read, notes template, or talking points

Recommended (if applicable)

• Whether the meeting should be recorded
• Whether the meeting is client-facing or internal
• Whether VA should join or only schedule
• Who is the final decision maker if there is a conflict

Step 3 — Intake and triage (VA)

VA checks

• Calendar conflicts and buffers
• Time zone consistency across attendees

Meeting type and sensitivity (client-facing vs internal)

Whether an approval is required before booking (e.g., external stakeholders or paid bookings)

Whether the meeting requires prep items (agenda, documents)

VA then

Confirms the request and proposes time options (if needed)

• Logs it on the Task Board if it’s multi-step or time-sensitive

Step 4 — Scheduling rules (Standard)

Default buffers (recommended)

• 10–15 minutes buffer between meetings
• No back-to-back meetings unless explicitly approved

Protect meal breaks and end-of-day hard stop (if set)

• Focus time protection
• Focus blocks remain unless the meeting is High/Urgent
• If focus must be broken, VA confirms with client and suggests alternatives

• Time zone handling
• Client’s calendar is the source of truth for meeting time

VA always

• Confirms attendee time zones when external
• Includes time zone in email confirmations for cross-region scheduling

Updates travel-related time zone changes (see Travel & Time Zone section)

• Meeting link standards
• One meeting = one correct link
• If the organizer changes, VA regenerates the correct link
• Never reuse outdated links if the meeting was recreated

Step 5 — Scheduling process (VA → Attendees)

VA proposes 2–3 time options (or uses scheduling link if approved)

• Confirms the chosen time

Sends calendar invite with

• Title
• Agenda/purpose
• Location/video link

Dial-in info (if needed)

Required attachments/links

Notes doc link (if used)

• Adds internal notes (if needed) visible only to client/VA
• Confirms with client that invite has been sent and is correct

Step 6 — Rescheduling and cancellations

• Reschedule

VA

• Checks conflicts and new availability windows
• Confirms new time with key attendees

Updates the existing event (do not duplicate unless required)

• Sends a brief reschedule note in the update
• Cancel

VA

• Confirms cancellation instruction with client if external
• Cancels the calendar event and notifies attendees
• Removes or updates related prep blocks

Rules

• Avoid last-minute cancellations when possible
• If cancellation is unavoidable, provide a short reason and next step

Step 7 — Recurring meetings

VA sets

Recurrence schedule (weekly/biweekly/monthly)

End date or review date (recommended every 4–8 weeks)

Consistent agenda format (optional)

Ownership: who maintains agenda and notes

VA also

• Confirms whether holidays are skipped
• Confirms preferred cadence during travel weeks

Step 8 — Meeting prep and follow-ups

Prep (if requested or required)

VA

Creates agenda doc (or uses template)

• Adds pre-read links

Adds reminders

24 hours before (for important meetings)

10–15 minutes before (day-of reminder)

After meeting (if VA supports)

VA

Saves notes (if attending)

• Logs action items to Task Board with owners and deadlines
• Sends follow-up email if client requests

9) Travel and time zone changes

When client is traveling

• VA updates calendar time zone as agreed

Adds travel blocks

• Flight times
• Hotel check-in/out
• Transit buffers

Avoids booking meetings during

• Travel time blocks

First 2–4 hours after long-haul arrival (recommended)

• Confirms “local time vs home time” explicitly in messages

10) Calendar hygiene (weekly maintenance)

VA performs weekly cleanup

• Remove tentative holds that are no longer needed

Confirm uncertain meetings (awaiting acceptance/no response)

• Check for missing links/locations
• Ensure titles are clear and consistent
• Ensure prep docs are linked where needed
• Confirm recurring meetings are still relevant

Examples

Example 1: Scheduling request (ideal)

“Schedule a 30-min call with Alex Rivera (alex@company.com) re: contract renewal.

Options: Tue 2–4 PM PHT or Wed 10 AM–12 PM PHT.

Time zone: PHT.

Location: Zoom (use my Zoom).

Add agenda: renewal terms + next steps.”

Example 2: Rescheduling request

“Please move the Thursday 3 PM call with Finance to next week. Preferred: Mon 1–3 PM PHT or Tue 9–11 AM PHT. Keep the same attendees and link.”

Example 3: External attendee time zone confirmation (VA)

“Confirming: proposed meeting time is 10:00 AM PHT (which is 9:00 PM ET). If that works, I’ll send the invite.”

Common issues / FAQs

• “Why did you ask for a time zone?”

To prevent wrong meeting times, especially with international attendees or during travel.

• “Can you book without asking me?”

Only if it follows your pre-approved rules (approved contacts, approved time windows, standard duration). Otherwise, VA confirms first.

• “I got double-booked. What happened?”

Usually one of these: missing buffer rules, external scheduling link override, time zone mismatch, or attendee moved the time. VA will resolve by prioritizing and rescheduling the lower-priority meeting.

• “Meeting link is wrong or missing.”

VA will regenerate the correct link and update the invite, then notify attendees.

• “Recurring meeting invites keep getting ignored.”

VA will shift to a scheduling link, confirm the best slot, or suggest reducing cadence.

• “People aren’t responding to scheduling emails.”

VA will follow up after 24–48 hours, propose fewer options, or request alternative contacts.

Tools used

Travel Request Form / Travel System (intake and tracking)

Upcoming Travel Overview / Trip Details / Bookings & Reservations / Itinerary (travel sheets/files used for planning and tracking)

Approvals Queue (client approval decisions)

Email (receipts, confirmations, vendor communication, travel document forwarding)

Calendar (travel blocks, time zone changes, buffers)

Shared Drive / Client Hub (storage for confirmations, passports/IDs if applicable, receipts, travel docs)

Primary communication channel (quick clarifications)

Urgent channel (day-of travel disruptions)

Steps

Step 1 — When to submit a travel request

A travel request must be submitted when

Booking new travel (flight/hotel/transport)

• Changing or canceling existing bookings

Adding a new trip segment (multi-city, added nights, side trips)

• Coordinating travel for multiple travelers
• Visa requirements, travel document preparation, invitations/letters
• Any request involving budget approval or paid bookings

Any trip within 14 days (treated as high priority by default)

A travel request is not required when

• Asking a quick question about an existing itinerary already logged

Minor edits that do not affect bookings (e.g., note updates)

Step 2 — Required information for all travel requests (Client → VA)

Client provides the following in the travel request

• Trip basics
• Trip name
• Travel dates (start/end) and time zone

Origin and destination(s) (city + country)

Purpose (business, personal, mixed)

• Flexibility
• fixed dates vs flexible dates
• preferred departure/arrival windows

Flight preferences (if booking flights)

• Preferred airline(s) and/or exclusions

Seat preference (aisle/window)

Cabin class (economy/premium/business/first)

Baggage needs (carry-on only vs checked bags)

• Layover rules
• direct only / max stops
• minimum/maximum layover time

Loyalty numbers (airline programs)

Hotel preferences (if booking hotels)

Hotel standard (budget/mid/upscale/luxury)

• Room requirements
• bed type, smoking/non-smoking, quiet room
• Amenities
• breakfast, gym, workspace, early check-in, late check-out
• Location preferences
• near venue, city center, specific neighborhood

Loyalty numbers (hotel programs)

• Ground transport
• Airport transfers
• private car, rideshare, taxi, train
• Car rental needs
• license requirements, preferred car type, insurance preference
• Budget and approvals

Budget range (per segment or total)

• What requires approval
• “Approve all bookings before purchase” or pre-approved rules
• Payment method
• company card, client card, invoice to company, reimbursements
• Documents and compliance
• Passport validity and any visa status
• Travel documents checklist

visa, travel insurance, invitation letter, vaccine requirements (if applicable)

• Key links and contacts
• Event/meeting details
• venue address, time, organizer contact

Emergency contact preferences (who to notify, if needed)

Step 3 — Intake and trip creation (VA)

VA

Creates/updates the trip entry in the Travel System

Travel ID (if used)

Trip record and tabs (Overview, Trip Details, Bookings, Itinerary)

Confirms missing details and flags deadlines

• visa deadlines
• booking deadlines
• approval deadlines

Identifies constraints and options

• cost vs convenience tradeoffs
• timing tradeoffs
• Sets status to Needs Info if required fields are missing

Step 4 — Research and options (VA)

VA prepares booking options based on client preferences

Flights: 2–3 best options (and 1 backup if availability is tight)

Hotels: 2–3 best options near the intended area

Transport: recommended transfers based on arrival times and location

Each option includes

• Total cost

Key restrictions (refundability, change fees)

Arrival/departure times (local + client home time if needed)

• Baggage, layovers, hotel policies

VA adds options to the Travel System and requests approval where required.

Step 5 — Approval workflow (Client ↔ VA)

VA sends an approval request (Approvals Queue preferred) including

Option A / B / C summary

Links or screenshots (if needed)

• Price and refundability

Deadline to approve (especially for fare changes)

Client responds using

• APPROVED — Option [A/B/C]

NEED INFO — (questions before deciding)

REJECTED — (VA returns with new options)

Rule: VA does not purchase bookings without explicit approval unless pre-approved rules exist.

Step 6 — Booking and confirmation (VA)

Once approved, VA

• Books the flight/hotel/transport

Saves confirmations/receipts in the Client Hub (organized by trip)

Updates the Travel System with

• provider
• confirmation numbers
• cost
• cancellation/change policy link
• attachment links

Updates the calendar with

• travel blocks
• airport transit buffers
• hotel check-in/out

time zone changes (if required)

VA sends a confirmation message summarizing what was booked and where documents are saved.

Step 7 —- Itinerary management (VA)

VA builds and maintains the itinerary

• Day-by-day schedule
• Meetings/venues with full addresses
• Transit time buffers
• Check-in/out times
• Links to tickets, reservations, maps
• Local time zone clarity

Rule: The Itinerary is updated immediately after any booking change.

Step 8 — Changes, cancellations, and disruptions

• If client requests changes

VA

Confirms what changed and why (time, airline, dates, hotel)

• Checks change fees and refundability
• Gets re-approval if cost/time changes materially
• Updates confirmations, itinerary, and calendar

If disruption occurs (delay/cancellation)

VA uses urgent handling

Confirm current status (flight/hotel alert)

Present best alternatives (rebook, reroute, stay extension)

• Get approval fast if needed
• Update itinerary and notify impacted parties if approved by client

Step 9 — Travel documents and pre-trip checklist

VA ensures, as applicable

Passport validity checks (client confirms actual validity)

• Visa checklist and deadlines
• Insurance details
• Copies of confirmations stored in one folder

Emergency info shared (as agreed)

Weather/packing notes (optional)

• Local transport instructions

VA sends a “pre-trip pack” message 24–72 hours before travel (for business trips and complex itineraries).

Step 10 — Expense tracking and reporting (post-trip)

VA

• Organizes receipts in the trip folder

Logs major expenses (if required by client)

• Flags missing receipts or suspicious charges

Creates summary for reimbursement/accounting (if needed)

Examples

Example 1: Ideal travel request

Trip: Dubai Business Trip

Dates: Apr 10–Apr 14, 2026

Route: Manila → Dubai → Manila

Flight prefs: Emirates preferred, aisle seat, max 1 stop, carry-on + 1 checked bag

Hotel prefs: near DIFC, quiet room, breakfast included, late check-out

Budget: up to $X total

Approval: approve flights and hotel before booking

Notes: Meeting on Apr 11, 10 AM GST at [venue]

Example 2: Approval request (VA)

“Approval needed for Dubai flights

Option A: Direct, arrives 6:30 AM, refundable, $X

Option B: 1 stop, arrives 9:10 AM, cheaper, change fee applies, $Y

Reply: APPROVED A/B, or CHANGES (state preference).”

Example 3: Disruption urgent message (VA)

“Flight delayed 4 hours. Two alternatives available

A) Rebook to 7 PM direct (arrives 11 PM)

B) Reroute via [city] (arrives 9 PM)

• Please reply APPROVED A/B by 30 minutes so we don’t lose seats.”

Common issues / FAQs

• “Prices changed after you sent options.”

Airfares and hotel rates fluctuate. VA will confirm the current price at time of booking and request re-approval if the change is significant.

• “Can you book without approval?”

Only if you give written pre-approval rules (budget cap, airline/hotel preferences, refundability requirements). Otherwise, VA must get explicit approval.

• “I need to travel within 7 days.”

Treated as High/Urgent. VA prioritizes options, shortens approval window, and may present fewer choices for speed.

• “My confirmation is missing.”

VA saves confirmations in the Client Hub trip folder and links them in the Travel System.

• “Time zones confuse me.”

VA will label itinerary times in local time and include the client’s home time for critical items when helpful.

• “Do you handle visas?”

VA can prepare checklists, gather requirements, and assist with forms, but the client remains responsible for providing accurate personal data and final submissions unless explicitly authorized.

Tools used

Invoice creation tool (invoice template in Google Docs/Sheets, PDF export, or invoicing platform)

Payment method(s): bank transfer / Wise / PayPal / Stripe / other agreed method

Shared Drive / Client Hub (optional: storing copies of invoices and payment confirmations)

Email (sending invoices, payment reminders, payment receipts/confirmations)

Invoices & Payments (tracking invoice status in Client Portal)

Steps

Step 1 — Billing setup (one-time)

Before the first invoice, confirm and document

Billing type: hourly / retainer / per project

Rate(s) and inclusions (what is covered vs not covered)

Billing cycle (weekly, biweekly, monthly, milestone-based)

Payment terms (due on receipt, Net 7/Net 15, etc.)

• Accepted payment methods and required details
• Currency to bill in
• Client billing email and preferred “attention to” name

Invoice format preference (PDF attached)

• Whether receipts/payment confirmations should be issued each time

Step 2 — When to send an invoice

VA sends an invoice

On the agreed billing date (e.g., 1st of the month, every Friday, end of milestone)

Immediately after a project/milestone is delivered (if milestone-based)

When an add-on or out-of-scope request is completed (if billable)

Step 3 — Prepare invoice (VA)

VA prepares an invoice with the following required fields

Required invoice details:

• Invoice number (unique and sequential; example: VA-2026-003)
• Invoice date

Billing period (example: Mar 1–Mar 31, 2026)

• Client name and billing email
• VA name and contact details

Service description line items (clear and specific)

Quantity/hours and rate (if hourly)

• Subtotal, taxes (if applicable), and total amount due
• Currency
• Payment terms and due date

Payment instructions (only what is safe to include)

Notes (optional): summary of work or reference to scope agreement

• Optional but recommended

Link to time log or summary of deliverables (if hourly)

Late payment policy (if you use one)

• “Thank you” note

Step 4 — Internal verification (VA checklist)

Before sending, VA checks

• Client name and billing email are correct
• Billing period matches what was agreed

Math is correct (hours × rate, totals)

• Currency is correct
• Payment method details are correct and current
• Invoice number has not been used before
• Any reimbursables (if any) have receipts attached and were pre-approved

Step 6 — Send invoice (VA → Client)

VA sends the invoice via email to the client’s billing email.

Email should include

• Subject line with invoice number and billing period
• Short summary of what the invoice covers
• Total amount due
• Due date and payment method

Attached PDF invoice (or link, if you use a platform)

Rule: Keep invoice emails short and consistent.

Step 6 — Payment tracking (VA)

VA maintains a simple tracking log with

• Invoice number
• Date sent
• Amount
• Due date

Status: Sent / Paid / Overdue

• Date paid
• Payment method

Reference/transaction ID (if available)

This can be a spreadsheet or a tab in your admin system.

Step 7 — Payment confirmation (VA → Client)

When payment is received, VA

Confirms receipt via email within 1 business day (or your standard response time)

• Updates tracking log

Saves proof of payment if needed (screenshot, confirmation email, transaction reference)

Step 8 — Reminder process (if unpaid)

If invoice is unpaid, VA follows this cadence (adjust to your terms)

Reminder 1: 2–3 days before due date (friendly reminder)

Reminder 2: On due date (payment due reminder)

Reminder 3: 3–5 days overdue (overdue notice + request ETA)

Escalation: 7–14 days overdue (pause non-urgent work until payment is settled, if that’s your policy)

Rule: Reminders are polite, factual, and include invoice number, amount, and payment link/instructions.

Step 9 — Adjustments, corrections, and disputes

If a correction is needed

VA issues a revised invoice with a clear label (e.g., “Revised”)

• VA explains what changed and why
• VA updates the tracking log

If the client disputes a line item, VA refers to the scope agreement/time log and proposes a resolution

Common issues / FAQs

• Client says they didn’t receive the invoice

VA resends the invoice and confirms the correct billing email address.

• Client asks what the invoice covers

VA replies with a short breakdown and references the billing period and deliverables/time log.

• Payment is partial

VA confirms the amount received and issues an updated balance due (or a follow-up invoice, depending on your system).

• Client requests a different payment method

VA confirms the method is acceptable, updates the invoice instructions, and keeps it consistent going forward.

Tools used

Password manager or secure credential-sharing method (client-approved)

Identity/SSO admin tools (Google Workspace / Microsoft 365 / Okta, if applicable)

2FA tools (Authenticator app, SMS, hardware key, backup codes)

Secure file storage (Client Hub / shared drive with permission controls)

Access Issue ticket/form (if your system uses one)

Primary communication channel (for coordination; not for credentials)

Task Board (for tracking access requests and blockers)

VPN (only if client requires it)

Device security tools (OS updates, antivirus, screen lock)

Steps

Step 1 — Security standards (non-negotiable rules)

Credentials are never shared in plain text via chat, email, or documents.

Use least privilege: VA receives only the minimum access needed for the task.

Separate accounts: VA uses their own user account (not the client’s personal login) whenever possible.

Time-bound access: temporary access is removed when no longer needed.

Every access grant/change must be documented (who granted, what access, when, for what purpose).

Sensitive actions require explicit approval (billing, security settings, admin changes, financial systems).

Step 2 — Requesting access (VA → Client)

When the VA needs access, the VA submits an access request with

Required details:

• System/tool name (e.g., Google Drive, HubSpot, NetSuite)
• Access level needed (Viewer/Commenter/Editor/Admin)
• Specific assets (folder link, doc link, workspace, account name)
• Purpose (what the VA needs to do)
• Deadline/urgency and impact if delayed
• Whether access is ongoing or temporary
• Client response options
• Grant access as requested
• Grant reduced access and adjust expectations
• Provide an alternative workflow (client completes a sensitive step)

Step 3 — How access must be granted (Client)

Preferred methods (in order)

• Invite VA using their email as a user in the system with role-based permissions
• Use shared folders/drives with controlled permissions
• Share credentials only through a password manager’s secure sharing feature

Use a secure access portal or vault (if used by the client)

Not allowed

• Passwords in chat or email
• Screenshots of passwords or backup codes stored in shared folders
• Sharing the client’s primary personal login if a role-based user account is possible

Step 4 — Credential handling (VA)

If the VA receives access via a password manager

• VA stores credentials only in the approved password manager
• VA does not export, copy into notes, or store elsewhere
• VA does not reuse passwords across tools
• VA immediately reports any suspicious login prompts or credential issues

If the VA receives one-time access

• VA uses it only for the intended task
• VA confirms completion and requests revocation if no longer needed

Step 5 — 2FA / MFA workflow (client-approved process)

Use one of these approved workflows (choose and standardize)

Option A: Shared vault with 2FA tokens (preferred for ongoing VA work)

• Client provisions a VA-specific account
• VA receives access through a password manager that supports 2FA tokens
• VA logs in independently without needing codes from the client

Option B: Time-bound 2FA code relay (for temporary needs)

VA requests a login window (example: “I’ll log in at 3:00 PM PHT”)

Client provides the one-time code only at that moment (via secure method or approved channel)

• VA completes the login and confirms once done
• VA does not ask for codes outside the agreed window

Option C: Backup codes (last resort)

Stored securely by client only (not shared broadly)

• Used only if authenticator access fails
• Any used backup code is documented and replaced

Not allowed

• Storing backup codes in a shared drive folder
• Sending 2FA codes in email threads where others might access

Step 6 — Permissions and role control (least privilege)

VA access levels must follow

Viewer: read-only (sensitive systems, finance, legal)

Commenter: feedback only (docs under review)

Editor: active collaboration (approved working docs, operational tools)

Admin: only if absolutely necessary, time-bound, and explicitly approved

Rules

• Admin access requires explicit written approval
• Finance/banking access requires explicit approval and often should remain client-only
• Shared Drive permissions are reviewed regularly

Step 7 — Secure file sharing and storage

• Use Client Hub/shared drive for all client files
• Do not store client documents on personal devices unless explicitly approved
• Do not share links publicly; use restricted links to specific emails

Use correct permission type: view/comment/edit

Remove external sharing after the purpose is complete (if applicable)

Step 8 — Access changes, offboarding, and revocation

When access is no longer needed or when scope changes

• VA provides a list of tools/accounts they can access
• Client removes or downgrades permissions
• VA confirms credentials are removed from their vault if required
• Any shared tokens/temporary access are revoked

Triggers for immediate access review

• End of contract
• Role change
• Suspicious login activity
• Lost/stolen device
• Personnel change on client side

Step 9 — Access issues and troubleshooting

When access fails, VA follows this order

• Confirm the correct account/email is being used

Check permission level (view vs edit)

• Verify link is correct and not pointing to a restricted asset

Try alternate browser/profile (client-approved)

• Confirm if a VPN is required

Capture error details (error message, link, timestamp)

• Submit Access Issue request/ticket with complete details
• Escalate via urgent channel only if it blocks a deadline within 24 hours

VA records the resolution and updates the Task Board if the issue impacted timelines.

Step 10 — Device and session security (VA requirements)

VA maintains

• Screen lock enabled
• OS and browser updates installed
• Unique strong passwords + password manager
• No sharing of VA device access with others
• Secure Wi-Fi usage; avoid public Wi-Fi for sensitive logins unless VPN is used
• Log out of sensitive systems when not in use

Separate browser profile for client work (recommended)

Examples

Example 1: Access request message (VA → Client)

“I need access to the ‘Client Hub (2026)’ folder as Editor so I can upload deliverables and update documents.

Account: [VA email]

Deadline: today 5 PM PHT (blocks task delivery).

Access type: ongoing.”

Example 2: 2FA scheduling message (VA → Client)

“I’ll log in at 3: 00 PM PHT. Please be available for a one-time code within a 10-minute window.”

Example 3: Access issue ticket content

Tool: Google Drive

Link: [paste link]

Issue: “You need access” error

Account used: [VA email]

Timestamp: Mar 4, 2026 2:15 PM PHT

Impact: blocked from uploading final deliverable due today

Common issues / FAQs

• “Why can’t I just send you my password?”

Plain-text passwords are insecure and can be intercepted or accidentally forwarded. Use role-based access or password manager sharing.

• “Why do you need my timezone and a login window for 2FA?”

To minimize risk and reduce repeated code requests; time-bound access is more secure.

• “Do you need admin access?”

Usually not. VA requests admin access only when there is no safe alternative, and it must be time-bound and explicitly approved.

• “What if a link says ‘request access’?”

It means permissions were not granted to the VA’s email or the asset is restricted. VA will request access with the exact link and required role.

• “What if my account is compromised?”

Client should change passwords immediately, revoke sessions/tokens, and review access logs. VA will stop work until access is safely restored.