Guidelines & Policies
This process is used when an applicant attended an in-person meeting but did not receive any feedback, i.e., neither was rejected nor moved to the next stage on Fountain.
For Pickers/Operations Associates only. Riders have the new platform ‘EduMe’ for assessments while Pickers /Operation Associates need to undergo the Assessment Centre test in person.
Tip! When you see the blue box ‘Mark Attendance’, it indicates that the Assessment Centre was scheduled in the past and it suggests that the meeting has already taken place.
#fountain_local_help is the Slack channel we use to request feedback from Hub Managers and by applying the macro DE > EN > WFS to HM > Missing feedback; Applicant request on Zendesk, a side conversation is initiated.
After submitting the request on Slack, copy the link to it and add it to Zendesk as an internal note.
Alternatively, the macro [ASSESSMENT CENTRE] Feedback missing after AC can be used and the ticket can be solved as soon as a reminder is sent to the Hub Manager via Slack.
After completing the Assessment, applicants progress to the next stage known as 'Move Here After Assessment’. Hub Managers need to mark the attendance and manually move applicants to this stage.
If an applicant did not attend the AC, for ex: 1. The attendance was marked as missing by the Hub Manager, 2. The applicant or Hub Manager cancelled the scheduled AC (check History), 3. If the AC has been scheduled for a future date, apply the macro [ASSESSMENT CENTRE] Did not attend and proceed to resolve the ticket
Useful Link: Feedback after AC
Step-by-Step
Receive a missing feedback ticket through Zendesk.
Copy the applicant's email address from Zendesk.
Go to Fountain and paste the applicant's email into the search bar located at the top right corner. Press 'Enter' to initiate the search for the applicant. Once located, proceed to click on the corresponding application.
The application profile of the applicant will open, allowing you to view the current stage of the application as well as the AC status.
Remember! When you see the blue box "Mark Attendance", it indicates that the Assessment Centre was scheduled in the past, implying that the meeting has already taken place.
Refer to the History section of the applicant's profile to identify who the meeting was scheduled with.
After reviewing all the details related to the meeting, proceed to #fountain_local_help slack channel and complete the workflow. This is done by applying the macro DE > EN > WFS to HM > Missing feedback; Applicant request on Zendesk, and a side conversation will be initiated automatically.
Tip! Sometimes, the HM may forget to confirm the employee attended. They will let us know through their response.
Upon submitting the request in Slack, include an internal note detailing the reason for the ticket, such as 'Feedback missing after Assessment Center'
Now, respond to the applicant using the selected macro and resolve the ticket accordingly.
Tip! If the applicant inquires about the feedback again, use the same side conversation and remind the hub manager once more. Then use the macro [ASSESSMENT CENTRE] Feedback still missing and solve it.
If the employee indeed did not attend the AC, it will be reflected as shown in the screenshot within their Fountain Applicant Profile.
Click on the 'More Actions' menu and send the applicant a new message to arrange an appointment for the Assessment Centre. You can also directly schedule an appointment if there are slots available.
Navigate to the Zendesk ticket and use the macro [ASSESSMENT CENTRE] Did not attend to notify the applicant, then proceed to resolve the ticket.
Tip! This macro also applies when the applicant did not attend Assessment Centre without it being cancelled (eg. has the meeting scheduled in the future or simply his attendance is marked as missing).
Flowchart of the Process
Tools
Zendesk - Receive request from employee Fountain - Check the AC Meeting Status
Slack #fountain_local_help channel
De_Hub Overview_Contact File sheet In case the Hub Manager who initially scheduled the meeting is no longer with us, we will need to request assistance from the current Hub Manager in that city and hub. (Optional)
Macros
Macro name | Description |
[ASSESSMENT CENTRE] Feedback missing after AC | The applicant has not received feedback after the AC and is asking for an update. We ask the HM for feedback. |
[ASSESSMENT CENTRE] Did not attend | This macro is intended for instances when an applicant claims to not have received feedback after an AC but never attended or scheduled a meeting. |
[ASSESSMENT CENTRE] Feedback still missing | Despite the request for feedback, the Hub Manager has not given feedback or updated the applicant's stage accordingly. We remind them once again. |
Contact Reasons
Contact Reason | Description |
Growth > Hiring Process > AC Missing Feedback | ( The applicant didn't receive feedback after their in-person meeting/Online AC and is reaching out to us to get an update! ) |