Mastering SOPs and Crafting Playbooks for Optimal Childcare Operations

Hey everyone! Today, we have Hannah Peake, the Director of Customer Success at Lineleader. The focus of our Customer Operations department is ensuring top-tier customer service to our user base of 6,000+ schools, and creating a long and successful partnership with each customer.

To improve internal collaboration and drive scalability across the three different teams that make up our department, we’ve spent the last few months refining our existing processes, and building new standard operating procedures (SOPs) and playbooks.

Considering that one of the key trends we identified in our recent research for the 2024 Annual ECE Benchmark Report is that ECE talent pools are growing greener every day, I think Q1 is a great time for your organization to think about refreshing your existing SOPs and playbooks (or drafting new ones altogether).

And while this recent shift towards a younger workforce isn’t necessarily new to the industry – the surge comes at a time when many of the more tenured, experienced educators and administrators in early education are moving towards retirement or hoping to transition out of full-time classroom positions.

So, to future-proof your business and mitigate risks – it’s essential your team prioritizes information sharing and documentation while you still have the right staff members to help.

Standard Operating Procedures: The Backbone of Operational Excellence

Imagine SOPs as the blueprint for your childcare organization’s success. From standardizing your business’ approach to enrollment management, to invoicing families, staff timekeeping, family engagement processes, and much more – SOPs in early education help create a consistent experience for both staff and families, alike, making it easier to track what’s working and what’s not across locations, regions, or brands.

Playbooks: Guiding Interactions and Engagements

Imagine playbooks as interactive guidebooks for your teachers and staff, helping them build meaningful connections with both children and parents while giving them resources they need to navigate any unfamiliar or uncomfortable situations that arise.

Your directors and lead teachers may already know how to handle many of these situations– but do your assistant teachers? What about a teacher from the infant classroom substituting in the toddler classroom? And are all your directors at all your locations handling these situations in the exact same way?

Playbooks are meant to guide your team members through various scenarios, offering tailored responses, steps, and actions that can ensure brand consistency and reduce risk.

Implementing Best Practices in Early Childhood Education

Documenting and standardizing your operations can feel like a daunting task, especially when you’re overseeing 10, 20, or 100+ center locations. So, let’s break this down to a step-by-step process:

• Understand and Document Existing Processes:

  • List all the key processes and workflows within your organization.

  • Divide them into categories, such as administrative, operational, customer service, etc.

• Gather Input from Stakeholders:

  • Involve key stakeholders in the process to gather diverse perspectives.

  • Consider input from front-line educators, center directors, and any other individuals directly involved in the processes.

• Define Clear Objectives:

• Create Standardized Procedures:

  • Develop step-by-step procedures for each process. Use clear and concise language.

  • Include details such as responsible parties, timelines, and necessary resources.

  • Ensure that the procedures align with industry standards and regulations.

  • For complex processes, consider creating decision trees or flowcharts to visually represent the steps and decision points.

• Document Playbooks for Varied Scenarios:

• Establish Key Performance Indicators (KPIs):

• Train Employees:

  • Conduct training sessions to ensure that all employees understand and can execute the SOPs and playbooks.

  • Provide resources, such as manuals or online documentation, for reference.

• Regularly Review and Update:

  • Periodically review and update SOPs and playbooks to adapt to changes in technology, regulations, or business needs.

  • Ensure that the documentation remains relevant and effective.

  • Encourage feedback from employees who use the SOPs and playbooks regularly.

• Ensure Accessibility:

Optimize Your Childcare Operations with SOPs and Playbooks

At LineLeader, we’ve witnessed the transformative impact of structured processes across many of our multi-site and enterprise level customers. And we believe that embracing SOPs and playbooks   in early childhood education will not only streamline your operations but also help elevate the overall quality of care and education your enrolled students receive.

And once you have your new SOPs defined – reach out to us about how you can use your CRM and center management system to build workflows and business rules that help put your processes into daily practice and prevent manual tasks from becoming a roadblock.

And that’s a wrap!

Thanks for tuning into this week’s tips. Our Executive team will be posting new blogs on LinkedIn regularly, so be sure to subscribe for updates on more industry-leading topics. 

P.S. Follow our social media pages for additional tips and suggestions (we’ve even got blogs made especially for your teachers, your directors, and your specialized admins)! 👇