Boss PDX Field Operations Guide
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/field/overview
The operating standard for everyone on a Boss PDX job site. This includes field crew, subcontractors, project managers, and site leads. If you set foot on a client's property on our behalf, this guide is for you.
Why this exists. Boss PDX has grown faster than its documentation. These standards aren't punishment — they're the playbook we should have written from day one. Follow them, and projects run smoother, clients are happier, and you get paid on time with less hassle.
How to Read This Guide
Each section is structured the same way so you always know what you're looking at:
| Section | What It Contains |
|---|---|
| The Standard | The expected behavior. The baseline. This is the "everything is working correctly" state. |
| Common Scenarios | Real situations you'll encounter with the exact right way to handle them. Think of these as request/response pairs — the situation comes in, your response goes out. |
| Do Not | Hard stops. Things that will create problems for you, the client, and the company. These aren't suggestions. |
| When In Doubt | The fallback. When a situation doesn't match anything here, this tells you exactly who to contact and how. |
Your Team
You'll see these roles referenced throughout. Know who they are on your project before day one.
| Role | Handles | Contact Via |
|---|---|---|
| Account Manager | Money, scope changes, client issues, new projects | Zoho Cliq or Zoho Mail |
| Project Manager (PM) | Scheduling, on-site logistics, progress, construction decisions | Zoho Cliq |
| Project Administrator | Materials, delivery dates, permits, documentation | Zoho Cliq or Zoho Mail |
The golden rule. When in doubt, message your PM on Zoho Cliq. That is always the right first move.
Client Interactions
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/field/client-interactions
You are a guest in someone's home or business. Every interaction either builds trust or breaks it. There is no neutral. This section defines how Boss PDX professionals interact with the people who are paying for our work.
The Standard
Every client interaction should leave the client feeling like they made the right decision hiring Boss PDX. You are polite, brief, and professional. You do not give opinions on their home, their choices, or their timeline unless asked — and even then, you direct them to the PM.
- Greet the client by name if you know it. A simple "Good morning" goes a long way.
- Keep work areas clean as you go. Don't wait until the end of the day.
- If a client offers you food, water, or access to their bathroom — thank them. Don't assume it.
- When leaving for the day, let the client know (briefly) what was accomplished and what comes next — or tell them the PM will follow up.
- If a client asks a question you can't answer, say: "That's a great question — let me get the PM to follow up with you on that."
Common Scenarios
⟶ Client asks: "How's it going? Are we on schedule?"
Your response: "Things are moving along well. [PM name] has the full picture on the schedule — I'll make sure they give you an update."
Why: You might think you're being helpful, but if you say "we're ahead" and something changes, or you say "we're behind" and the PM hasn't communicated that yet — you've created a problem. Let the PM own the timeline.
Why: You might think you're being helpful, but if you say "we're ahead" and something changes, or you say "we're behind" and the PM hasn't communicated that yet — you've created a problem. Let the PM own the timeline.
⟶ Client says: "Hey while you're here, can you also look at this other thing?"
Your response: "I appreciate you thinking of that. That would need to go through our project team so we can scope it properly. I can pass that along, or you can reach out to [Account Manager name] directly."
Why: This is how scope creep starts. Every "quick favor" becomes an expectation, and eventually a dispute. See the Scope & Changes section for the full protocol.
Why: This is how scope creep starts. Every "quick favor" becomes an expectation, and eventually a dispute. See the Scope & Changes section for the full protocol.
⟶ Client is unhappy or confrontational about something
Your response: "I hear you, and I want to make sure we address this properly. Let me get [PM name] looped in — they'll be the best person to resolve this for you."
Do not: Argue. Defend. Blame a coworker. Promise a fix. Get emotional. Your only job is to acknowledge and escalate.
Do not: Argue. Defend. Blame a coworker. Promise a fix. Get emotional. Your only job is to acknowledge and escalate.
⟶ Client tries to text you directly about the project
Your response: "Hey [client name], I want to make sure your request gets handled quickly — the best way is to reach out to [PM name] or email info@bosspdx.com. That way nothing falls through the cracks."
Why: Personal texts between field workers and clients create invisible conversations the office can't see or manage. This is how miscommunications happen.
Why: Personal texts between field workers and clients create invisible conversations the office can't see or manage. This is how miscommunications happen.
Do Not
- Do not make promises about cost, timeline, or scope. Ever. Even if you're 100% sure. That is the PM's job.
- Do not give your personal phone number to clients. All communication goes through official Boss PDX channels.
- Do not discuss other Boss PDX projects, clients, or internal business. The client doesn't need to know about other jobs.
- Do not accept side work from a Boss PDX client. This is a terminable offense. If a client asks, direct them to info@bosspdx.com. See Scope & Changes for why this matters.
- Do not critique the client's design choices, materials, or home. If something is a structural or safety concern, tell the PM — not the client.
- Do not discuss your pay, other workers' pay, or Boss PDX internal business with clients.
Side work is a fireable offense. If a client asks you to do work outside of the Boss PDX contract — even small things — the answer is always: "Let me connect you with our office so we can set that up properly." Accepting side work puts your employment, our insurance, and the client at risk.
When In Doubt
Client says something unexpected
→
Acknowledge it
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Message PM on Zoho Cliq
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PM handles it
If it's urgent and your PM isn't responding, escalate to the Account Manager. If neither responds within 30 minutes, email info@bosspdx.com.
Scope & Change Requests
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/field/scope-changes
Scope changes are the #1 source of project problems at Boss PDX. This section exists because workers on site have been agreeing to extra work, swapping materials, and making handshake deals with clients — and it creates chaos for everyone. Here's how to handle it correctly.
The core rule. You cannot add, remove, change, or swap any work without a formal Change Order processed through the Boss PDX admin team. On-site workers, including PMs, laborers, and subcontractors, do not have the authority to modify scope. Period.
The Standard
The scope of work is defined in the signed contract. That contract was carefully estimated, priced, and agreed to. Any deviation — no matter how small — needs to go through the office. This protects the client, protects you, and protects the company.
Changes over $2,000 require a formal contract amendment under Oregon law. Changes under $2,000 still require a documented Change Order.
Common Scenarios
⟶ Client: "Can you just move this outlet a few inches to the left?"
Your response: "I'd want to make sure that doesn't affect anything else in the plan. Let me flag it with [PM name] and they'll get back to you on it — usually pretty quick."
Why: Moving an outlet might require re-routing wiring, updating the permit, and adjusting the invoice. What feels like 5 minutes of work can cascade into hours of documentation. Let the office decide.
Why: Moving an outlet might require re-routing wiring, updating the permit, and adjusting the invoice. What feels like 5 minutes of work can cascade into hours of documentation. Let the office decide.
⟶ Client: "I changed my mind on the tile — can we swap it?"
Your response: "Absolutely — changes like that happen all the time. [Project Administrator name] handles the materials side and can walk you through the options and timing. I'll pass that along."
Why: Material changes affect pricing, lead times, and potentially the construction sequence. The administrator needs to be in the loop before any material is ordered, returned, or installed.
Why: Material changes affect pricing, lead times, and potentially the construction sequence. The administrator needs to be in the loop before any material is ordered, returned, or installed.
⟶ Client: "I'll just pay you directly for this extra work."
Your response: "I appreciate that, but all work has to go through Boss PDX so it's covered under our license and insurance. I'll make sure the team knows you're interested and they'll get you a quick quote."
Why: Work done outside the contract is uninsured, unlicensed, and puts the client's home and your livelihood at risk. This is also how legal disputes start.
Why: Work done outside the contract is uninsured, unlicensed, and puts the client's home and your livelihood at risk. This is also how legal disputes start.
⟶ You discover something behind a wall that changes the plan
Your response:
Why: These are the "unknown unknowns" referenced in client contracts. The PM and Account Manager need to communicate this to the client and issue a Change Order if needed. Proceeding without authorization can void the contract terms.
- Stop work on that specific task immediately.
- Document it — take photos, send to PM on Zoho Cliq with a description.
- Wait for direction. Do not improvise a solution. Do not proceed with the original plan.
Why: These are the "unknown unknowns" referenced in client contracts. The PM and Account Manager need to communicate this to the client and issue a Change Order if needed. Proceeding without authorization can void the contract terms.
Do Not
- Do not agree to any change, no matter how small. "Sure, no problem" is the most expensive phrase in construction.
- Do not accept payment from clients directly. All payments go through Boss PDX.
- Do not swap materials, even if you think the alternative is equivalent. Material changes affect warranties, pricing, and client expectations.
- Do not proceed past a discovery that changes the plan. Stop, document, and wait.
- Do not let a client pressure you into making on-the-spot decisions. "Let me check with the team" is always acceptable.
When In Doubt
Client requests a change
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Acknowledge
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Tell them it goes through the office
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Message PM on Cliq
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PM/Admin issues Change Order
Communication Protocol
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/field/communication
Bad communication is the root cause of most problems at Boss PDX. Not skill. Not materials. Communication. This section defines who you talk to, when, and through what channel — so nothing falls through the cracks.
The Standard
All project communication happens in Zoho. Not in personal texts. Not in phone calls that aren't followed up in writing. Not in side conversations on site. If it's not in Zoho, it didn't happen.
Communication Channels
| Channel | Use For | Response Time |
|---|---|---|
| Zoho Cliq | Day-to-day field communication. Quick questions, photo updates, check-ins, urgent flags. | Within 30 minutes during work hours |
| Zoho Mail | Formal communication. Anything involving clients, vendors, or that needs a paper trail. | Within 4 hours during business days |
| Zoho Projects | Task updates, progress tracking, time logging. Where you see what's expected of you today. | Updated daily |
Required Daily Communication
Every day you're on a job site, the following must happen:
- Clock in when you arrive at the site — in Zoho Projects.
- Photo update — at least one photo of progress sent to the project Cliq channel by end of day.
- Clock out when you leave the site — in Zoho Projects.
- Flag anything unusual — if something came up that the PM should know about, send it on Cliq before you leave site.
Escalation Path
When something goes wrong or you need a decision, follow this chain:
1. Your PM
→
2. Account Manager
→
3. info@bosspdx.com
Always start with your PM on Cliq. If you don't hear back in 30 minutes and it's urgent, go to the next level. Never skip a step unless someone is unreachable.
Do Not
- Do not text clients from your personal phone. All client-facing communication goes through official channels.
- Do not rely on verbal agreements. If a PM tells you something important on a call, follow up in Cliq: "Just to confirm — you said [X]. Proceeding on that basis."
- Do not go dark. If you're running late, stuck, confused, or waiting — say so. Silence creates anxiety for everyone.
- Do not communicate project status to clients. That's the PM's job. See Client Interactions.
Jobsite Conduct & Professionalism
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/field/jobsite-conduct
These are the non-negotiable baseline standards for being on a Boss PDX job site. They apply to everyone — crew, subs, PMs, and site leads. Think of this as the dress code, house rules, and code of conduct rolled into one.
The Standard
Appearance
- Clean, work-appropriate clothing. No offensive graphics or language on clothing.
- Proper PPE as required by the task and site conditions.
- Boss PDX branded gear when provided — wear it. It tells the client who you are.
Punctuality
- Arrive on time. If you're going to be late, message the PM on Cliq before your expected arrival time.
- Clock in when you arrive, clock out when you leave. No exceptions.
- If you can't make it to site, notify the PM as early as possible — ideally the night before.
Site Cleanliness
- Clean as you go. Don't leave debris, tools, or materials scattered at end of day.
- Protect the client's property — use drop cloths, tape, and coverings as needed.
- Leave common areas (kitchens, bathrooms, hallways) in better condition than you found them.
- Trash goes in designated containers, not piled in the client's yard or driveway.
Behavior on Site
- No loud music without client permission. When in doubt, use earbuds or keep it off.
- No profanity within earshot of clients or their neighbors.
- No smoking on client property unless in a designated area approved by the client.
- No alcohol or controlled substances on site. Ever.
- No personal phone calls in client-occupied spaces. Step outside.
Client Property
- Treat the client's home as if it were your own — actually, better than your own.
- If you damage something, report it immediately to the PM. Do not try to fix or hide it.
- Use designated entry/exit points. Don't track through areas that aren't part of the work zone.
- Parking: follow any client or HOA instructions. Don't block driveways, sidewalks, or neighbors.
The "would I do this in front of Lucas" test. Before you do anything on site, ask yourself: "Would I be comfortable doing this if the CEO were standing right here?" If the answer is no, don't do it.
Tools & Systems
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/field/zoho
Boss PDX runs on Zoho. These are the four tools you need to know, what each one does, and what's expected of you in each. If you're not using these tools, you're invisible to the office — and that creates problems for everyone, including your paycheck.
Zoho Cliq
💬 Real-Time Communication — Your Primary Channel
What it is: The company chat tool. Think of it as Slack or Teams — but this is the one we actually use.
What you use it for:
Expectation: Cliq is installed on your phone. Notifications are on during work hours. You respond to messages within 30 minutes.
What you use it for:
- Quick questions to your PM or admin
- Photo updates from the job site
- Flagging issues or discoveries
- Confirming verbal instructions in writing
Expectation: Cliq is installed on your phone. Notifications are on during work hours. You respond to messages within 30 minutes.
Zoho Mail
✉️ Formal Communication — The Paper Trail
What it is: Your Boss PDX email. Every employee has one.
What you use it for:
Expectation: Check your email at least once a day. Reply within 4 business hours for anything directed to you.
What you use it for:
- Communication that involves clients or vendors
- Anything that needs a formal record
- Sending or receiving documents, permits, specs
Expectation: Check your email at least once a day. Reply within 4 business hours for anything directed to you.
Zoho Projects
📋 Task Tracking — Your Daily Work Order
What it is: The project management tool. This is where you see your tasks, log your time, and update progress.
What you use it for:
Expectation: You clock in when you arrive at site. You clock out when you leave. Every day. This is directly tied to your paycheck.
What you use it for:
- Clock in / Clock out — this is mandatory. No time logged = no pay processed.
- See your assigned tasks for the day
- Update task status as you complete work
- Log any notes about issues encountered
Expectation: You clock in when you arrive at site. You clock out when you leave. Every day. This is directly tied to your paycheck.
Zoho Books
💰 Finance — Invoices & Expenses
What it is: The accounting system. Most field workers won't interact with this directly, but you should know it exists.
What you might use it for:
Expectation: If you use a Boss PDX card (Ramp), submit the receipt the same day in Zoho Books or forward it to
What you might use it for:
- Submitting expense receipts (materials purchased with company card)
- Viewing invoices related to your projects
Expectation: If you use a Boss PDX card (Ramp), submit the receipt the same day in Zoho Books or forward it to
receipts@bosspdx.com. Using the wrong card or not submitting receipts will be flagged.
If it's not in Zoho, it didn't happen. Verbal conversations, personal texts, and handshake agreements are invisible to the company. If you need something documented — put it in Cliq. If you worked hours — log them in Projects. If you spent money — receipt it in Books.
Pay & Time Tracking
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/field/pay
You get paid weekly through Gusto. The process is simple, but it depends on you logging your time correctly. No logged time = no pay processed. Here's the full flow.
How You Get Paid
You clock in/out in Zoho Projects
→
Caitlin reviews & reconciles
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Submitted to Gusto
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Gusto pays you weekly
Time Tracking Rules
- Clock in when you physically arrive at the job site. Not when you leave your house. Not when you're driving.
- Clock out when you physically leave the job site. Not after you get home.
- Real-time logging only. Clock in when you arrive, clock out when you leave. Do not batch-enter hours at the end of the week.
- Assign time to the correct project. If you worked on multiple projects in a day, split your time accordingly.
- If you forget to clock in/out, message Caitlin on Zoho Cliq the same day with the correct times. Do not wait.
Pay Schedule
| Detail | Info |
|---|---|
| Pay Frequency | Weekly |
| Processed By | Caitlin (via Gusto) |
| Time Source | Zoho Projects time entries |
| Pay Issues Contact | Caitlin on Zoho Cliq or Mail |
Company Cards (Ramp)
- Use the correct Ramp card assigned to you. Do not use someone else's card.
- Submit receipts the same day — forward to
receipts@bosspdx.comor enter in Zoho Books. - Only use the card for authorized project expenses. No personal purchases.
Before you get your card or Gusto access: You must pass a brief onboarding quiz on time tracking and expense procedures. This ensures everyone starts on the same page and prevents the costly errors we've seen in the past.
Do Not
- Do not log time in Gusto. Time is tracked in Zoho Projects only. Gusto is for payment processing.
- Do not round up your hours. Log actual arrival and departure times.
- Do not log time for days you didn't work. This is grounds for termination.
- Do not use the wrong Ramp card. Each card is tracked. Misuse will be flagged immediately.
Escalation Matrix
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/field/escalation
Quick reference for who handles what and how to reach them.
| Situation | First Contact | Channel | If No Response in 30 min |
|---|---|---|---|
| Client asks for scope change | PM | Cliq | Account Manager |
| Discovery behind wall / under floor | PM | Cliq + photos | Account Manager |
| Safety issue or injury | PM + 911 if needed | Phone call → Cliq | Lucas directly |
| Client is upset or confrontational | PM | Cliq | Account Manager |
| Materials wrong or missing | Project Administrator | Cliq | PM |
| Can't access site / locked out | PM | Cliq or Phone | Account Manager |
| Forgot to clock in/out | Caitlin | Cliq or Mail | Lucas |
| Failed inspection | PM | Cliq immediately | Account Manager |
| Client offers side work | Decline + inform PM | Cliq | — |
| Everything else | PM | Cliq | info@bosspdx.com |
Glossary
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/field/glossary
Terms used throughout Boss PDX field operations.
| Term | Definition |
|---|---|
| Change Order | A formal document modifying the original scope, timeline, or cost of a project. Required for all scope changes, no matter how small. |
| Precon Meeting | Pre-construction meeting. Happens before work begins to align the team on scope, sequence, and expectations. |
| PM | Project Manager. Your primary point of contact for day-to-day operations on a project. |
| Account Manager | Handles the business relationship with the client — money, contracts, and escalated issues. |
| Project Administrator | Manages materials, permits, and documentation for your project. |
| Scope | The specific work described in the signed contract. Anything outside of scope requires a Change Order. |
| Known Unknowns | Things we expect might be an issue but can't confirm until work starts (e.g., what's behind a wall). |
| Unknown Unknowns | Surprises — things no one anticipated. Handled via Change Orders when discovered. |
| Horse Trade | When a client and worker informally swap or substitute work items without going through the office. This is not allowed. |
| GoBack | When finished work needs to be redone due to quality issues. The goal is zero GoBacks. |
| Lien Waiver | A document signed by the contractor waiving the right to place a lien on the client's property after final payment. Protects the homeowner's title. |
| Ramp | The company credit card platform. Each authorized employee gets their own card with spending controls. |
| Gusto | The payroll system. Processes weekly pay based on hours submitted from Zoho Projects. |
| Zoho Cliq | The company chat platform. Primary channel for day-to-day field communication. |
| Zoho Projects | Project management and time tracking tool. Where tasks are assigned and hours are logged. |
| Zoho Books | The company's accounting system. Used for invoicing, expense tracking, and receipt management. |
| CCB License | Oregon Construction Contractors Board license. Required for certain roles and responsibilities. |
| EPA Lead Disclosure | Federal requirement to inform homeowners about lead-based paint hazards before renovating homes built before 1978. |