Information-Mapping Guide

The Coordinator Workflow Guide

The full transaction journey along the 7‑C spine — each C expands to its Phases, each Phase to its Processes (with one established Milestone), each Process to its Procedures. Every procedure is tagged by owner (Listing vs Contract-to-Close Coordinator) and by type (generic transaction-coordinator work vs TPJG-designed). Exceptions live in their own column.

Coordinator swimlanes (Owner)

LC Listing Coordinator — Contact → Cultivate (seller-side)
CC Contract-to-Close Coordinator — Contract → Close (both sides)
LC->CC Handoff seam — data originates in the LC file, CC records it
Agent Producing / Lead Agent   Director org-level   Both LC & CC (Culture)

Work type & status

Generic TC any realtor / Transactly auto-plan default
TPJG designed by The Property Joes Group
Generic TC+ TPJG generic base with a TPJG overlay (overlay shown in the Exceptions column)
SOP current, sourced   DESIGN Joseph's forward design (awaiting bless)   FLAG gap / discrepancy to surface
C1

CONTACT

intake / relationship in
5 procedures
Lead Intake & Capture
Relationship Capture
Milestone Relationship Captured
Procedure Owner TC vs TPJG Status Exceptions / Nuances
Enter all parties in the TC system; UPSERT relationships Agent Generic TC+ TPJG SOP
TPJG: use the UPSERT-Contact-Procedure in ReferralMaker (T)
CRM entry in ReferralMaker with source attribution LC TPJG SOP
Source options: HAR / Homes / Luxury Presence / BNI / OH
Notify agent (!SIGNAL_INTAKE_LIST + team text) LC TPJG SOP —
Daily lead logging LC TPJG SOP —
Inbound capture + qualification classification (Lead vs SOI) Agent TPJG SOP
Speed-of-Response by price band: <$500K minutes || $900K+ counsel-not-urgency / 20-min Architectural Listening
C2

CULTIVATE

nurture + full listing prep
39 procedures
Nurture
Lead Nurture
Milestone Lead Nurtured (PROVISIONAL)
Procedure Owner TC vs TPJG Status Exceptions / Nuances
Drip assignment (automated, matched to timeline) LC TPJG FLAG —
Listing Intake & Setup
Listing File Build
Milestone Listing File Built
Procedure Owner TC vs TPJG Status Exceptions / Nuances
Intake review of Submit-to-Coordinator Form (address/seller/agent/vacant-occupied/go-live) LC TPJG SOP —
Address verification in Jointly against executed Listing Agreement (use its address) LC TPJG SOP —
Project/folder setup Client_[Address/Seller] + Marketing Log + Feature List LC TPJG SOP —
Obtain signatures on required disclosures LC Generic TC SOP —
Order title LC Generic TC+ TPJG SOP
Only if applicable || TPJG: Open Title early to surface vesting (T)
Order Home Warranty LC Generic TC SOP
Only if applicable
Net Sheet creation (avg CMA) LC TPJG SOP —
Listing Production
Property Marketing Prep
Milestone Property Marketing-Ready
Procedure Owner TC vs TPJG Status Exceptions / Nuances
Schedule stagers + photographers LC Generic TC+ TPJG SOP
TPJG: CommonGround, Daytime 32-photo, 4PM default, no aerials (T)
Order sign install LC Generic TC+ TPJG SOP
TPJG: SignBoss exact rider spec + 6ft white PVC (T). Vendor = Sign Boss Inc.
Assign lockbox code from ClickUp inventory; match ID to agent photo LC TPJG SOP —
Create Google Photos album HOME: Address/Seller LC TPJG SOP —
Create 2D floor plan (CubiCasa) and add to Disclosures Agent TPJG SOP —
Onsite walkthrough + author owner-availability Showing Instruction LC TPJG SOP
TEST access via call-box FIRST before walkthrough (Joseph 2026-07-03)
MLS Input & Activation
MLS Build
Milestone MLS Draft Ready
Procedure Owner TC vs TPJG Status Exceptions / Nuances
Input listing into MLS; upload photos + disclosures LC Generic TC+ TPJG FLAG
TPJG: co-agent cross-assign Joe<->Keri, Supervisor Roger Aad, Agent Remarks template (T)
Set up showing instructions + assign lockbox to MLS LC Generic TC+ TPJG SOP
TPJG: NEVER place Supra/combo code; ShowingTime must match MLS status (T)
Create Offer Instructions flyer (Jointly) and attach to MLS + Agent Remarks link LC TPJG SOP —
Generate photo captions (ChatGPT) LC TPJG SOP —
Register Supra + add agent to notifications LC TPJG SOP —
Listing Go-Live
Milestone Listing Active
Procedure Owner TC vs TPJG Status Exceptions / Nuances
Draft approval flow: MLS draft -> Joe -> seller (approved template) -> group-text intro LC TPJG SOP —
Submit for Compliance (listing side) LC Generic TC+ TPJG SOP
TPJG: file within 3 days (T)
Activate listing once seller approves LC Generic TC SOP —
Email seller introducing self as agent's TC LC Generic TC SOP —
Active Listing Management
Listing Maintenance
Milestone Listing Maintained (standing — no terminal milestone; exit event = Listing Under Contract)
Procedure Owner TC vs TPJG Status Exceptions / Nuances
Maintain while active (price changes, OH updates) LC Generic TC SOP —
Send Homes.com weekly seller reports until sold; schedule 3D/Matterport LC TPJG SOP —
Upload floor plan to Disclosures; promote #NewToMarket Agent TPJG SOP —
Tuesday Video Update (ShowingSmart activity/feedback) Agent TPJG SOP —
Open House Coordination
Open House Execution
Milestone Open House Run
Procedure Owner TC vs TPJG Status Exceptions / Nuances
Find host (Host Roster tab); post in mykw.kw.com LC TPJG SOP —
Enter OH in MLS; add initials + time to OH sheet LC TPJG SOP —
Create Google Calendar OPEN HOUSE - [Address/Seller] (host + listing agent + Joe always + seller) LC TPJG SOP —
Email OH Instructions + Progress Log link + BombBomb video LC TPJG SOP
Gated community: leave index card at gate (can't post number on HAR)
Schedule Monday 8 AM reminder email (hosts BCC) LC TPJG SOP —
Post-OH: host completes results to LOG; send to seller LC TPJG SOP —
Buyer Showing Tour
Tour Delivery
Milestone Tour Delivered
Procedure Owner TC vs TPJG Status Exceptions / Nuances
Pre-tour vetting (5 Qs per listing agent) + route sequencing (review-only) Agent TPJG SOP —
Build Tour Summary (copied Client Log template, print, send to AAA) LC TPJG SOP —
Pre-Listing intelligence (Agent-owned, before consult): CMA (HAR/Realist), ShowingSmart demand cohorts, Price-Condition-Location Triangle, Location Derogatory Checklist, 'Next to Go Under Contract' (review-only) Agent TPJG SOP
Investor/Distressed variant: carry-cost net sheet, frank scripts
Relist (Expect the Unexpected)
Relist Execution
Milestone Listing Relisted
Procedure Owner TC vs TPJG Status Exceptions / Nuances
Listing Amendment FIRST (Box F) before relist LC TPJG SOP
Whole process is an exception process (relist)
Terminate original today; immediately activate new (no gap); re-upload all attachments manually LC TPJG SOP —
Send two emails: seller + telemarketing/data cos (Vulcan7/RedX/Mojo) AFTER relist LC TPJG SOP
PENDING rider ordered only if property >= $500K
C3

CONTRACT

offer → executed → repairs
29 procedures
Contract Execution & Distribution
Contract Receipt & Distribution
Milestone Contract Receipted
Procedure Owner TC vs TPJG Status Exceptions / Nuances
Review executed contract/addenda/disclosures for missing sigs; obtain missing (agent ultimately responsible) CC Generic TC SOP —
Send contract-package intro emails to clients + all parties CC Generic TC SOP —
Obtain client sigs on agent-approved forms CC Generic TC SOP —
Create transaction + submit all docs to broker compliance (Dotloop) CC Generic TC SOP —
Update COORDINATOR: Client Current Status + execution date CC TPJG SOP —
Send Cyber-Fraud notice to BOTH buyer + seller CC TPJG SOP —
Enter client + co-agent + transaction team (title/lender) in TC system CC Generic TC+ TPJG SOP
TPJG: UPSERT in ReferralMaker (T)
Change MLS status to Pending / under contract CC Generic TC+ TPJG SOP
TPJG: Seller confirm listing accuracy; Buyer disable custom searches (T)
Transaction Logging
Milestone Transaction Logged
Procedure Owner TC vs TPJG Status Exceptions / Nuances
Add to Transactions master calc sheet at post-contract (Transactly PENDING, CDA TBD, referral %) LC->CC TPJG SOP —
Escrow & Earnest
Escrow Opening
Milestone Escrow Opened
Procedure Owner TC vs TPJG Status Exceptions / Nuances
Open escrow; order title/warranties/HOA transfers CC Generic TC SOP —
Coordinate earnest-money deposit; send receipt to all parties CC Generic TC SOP —
Request title report + email to clients CC Generic TC SOP
CC does NOT review the title report
Timeline & Milestone Management
Timeline Setup
Milestone Timeline Established
Procedure Owner TC vs TPJG Status Exceptions / Nuances
Create timeline tracker with all TX deadlines CC Generic TC+ TPJG SOP
TPJG day-counts: Option 7-10d, earnest ~3bd, financing 21-30d (T)
Monitor deadlines/contingencies/MLS-status; schedule inspectors/appraisers/walkthroughs/closings CC Generic TC SOP
Does NOT schedule repair vendors || New Construction: request build schedule; track phases (Contract -> Blue-Tape T-7 -> Final Walk T-1/T-0 -> Close) || Backup offers: notify submitters, take backups w/ correct addenda
Option Period
Option-Period Diligence
Milestone Option Cleared
Procedure Owner TC vs TPJG Status Exceptions / Nuances
Order/attend home inspection; deliver report CC Generic TC+ TPJG SOP
TPJG: sellers allow up to 4 hrs, leave home (T)
Insurance Verification (know insurability before option expires — protects earnest) CC Generic TC+ TPJG SOP
TPJG: moved INTO option period per 2026-01-23 change (T)
Order appraisal CC Generic TC+ TPJG SOP
Only if financed || VA buyers: termite report NOT paid by buyer (A-Action free; resend in seller/co-agent name) (T)
Inspection Negotiation & Repairs
Repair Resolution
Milestone Repairs Resolved
Procedure Owner TC vs TPJG Status Exceptions / Nuances
Draft inspection response/addenda + obtain initials (needs exact verbiage from agent) CC Generic TC SOP —
Submit final inspection response to escrow CC Generic TC SOP —
Post-repairs: confirm listing accuracy; re-post CDA if changed CC TPJG SOP —
Approvals
Credit Approval
Milestone Credit Approved
Procedure Owner TC vs TPJG Status Exceptions / Nuances
Weekly lender follow-up for appraisal/financing status + due dates CC Generic TC SOP —
Property Approval
Milestone Property Approved
Procedure Owner TC vs TPJG Status Exceptions / Nuances
Review title commitment (Schedule B & C: liens/easements) CC TPJG SOP —
Review survey (encroachments/easements/boundary) CC TPJG FLAG
Request client reviews EARLY at property-approval (while excitement high)
Compliance / CDA
CDA & Compliance Filing
Milestone Compliance Filed
Procedure Owner TC vs TPJG Status Exceptions / Nuances
Open transaction in broker compliance system CC Generic TC+ TPJG SOP
TPJG: ALWAYS enter under Joe's KW Command account (all TPJG agents) (T)
Prepare/upload but DO NOT submit until Offers & Submissions -> Add Offer first CC TPJG SOP —
Enter $495 TC/Compliance fee under 'Bonus' in Command CC TPJG FLAG —
Send Commission Disbursement Form / request CDA for agent review CC Generic TC+ TPJG SOP
TPJG: email June ([email protected]); specify who + split (T)
Send CDA to title/escrow; ensure completed + sent to agent for signature CC Generic TC SOP —
Send Transaction-State notification to Lead Agent + Agent (do NOT email manager@) CC TPJG SOP
CDA calc order: Franchise max $3000 -> 1/4 CAP max $4500 -> Agent-gen 60/40->75/25 after $3.6M / TPJG-gen 40/60->50/50 || 'Commission Update' task repeats 3x (Old Republic/Open Title once — they know structure)
C4

CLOSE

pre-closing → close
15 procedures
Clear-to-Close Gate
Clear-to-Close
Milestone Clear to Close
Procedure Owner TC vs TPJG Status Exceptions / Nuances
CTC Sequencing Gate — do NOT contact title until CTC issued CC TPJG SOP —
Obtain CTC; review Closing Disclosure CC Generic TC SOP —
Pre-Closing Prep
Closing Preparation
Milestone Closing Prepared
Procedure Owner TC vs TPJG Status Exceptions / Nuances
Order sign removal CC Generic TC+ TPJG SOP
TPJG: SignBoss 'other services'; remove combo/Bluetooth lockbox (T)
Remove pictures #7-#50 from listing + add sold terms CC TPJG SOP —
Obtain walkthrough for Listing Agent CC TPJG SOP —
Final Walkthrough scheduling + closing-docs review + utilities CC Generic TC SOP —
Send Keys/Keypads/Whereabouts email CC TPJG SOP
Send one week prior
Wire Verification by PHONE (fraud prevention) CC TPJG SOP
Remote/Online closing: balance title + lender 3 business days prior (margin for holidays)
Closing Cadence
Closing Cadence
Milestone Closing Confirmed
Procedure Owner TC vs TPJG Status Exceptions / Nuances
One-Week / 3-Days / 2-Days-Before-Closing email cadence (Fed wire #, amount, cutoff) CC Generic TC+ TPJG SOP
TPJG: aim close before noon || Remove cadence if WE are the buyer (T)
Utilities/moving reminder to buyer CC TPJG SOP
Start 1 business day before possession
Send closing-task reminders (address/utility changes) CC Generic TC SOP —
Closing Day
Close & Fund
Milestone Closed & Funded
Procedure Owner TC vs TPJG Status Exceptions / Nuances
Confirm all docs signed, funded, recorded CC Generic TC SOP
Close before 2PM to fund same day
Key/code transfer CC Generic TC SOP —
Retrieve + store receipts/documentation; confirm closing CC Generic TC SOP —
Send final settlement statement + congratulations to clients CC Generic TC SOP
Joe reviews settlement statement BEFORE client sees it || Estate/Probate 3-phase variation: payoff+per diem, heir waivers, reconcile
C5

CURATE

post-close + deepen relationship
10 procedures
Post-Close Reset
File Close & Reset
Milestone File Closed & Reset
Procedure Owner TC vs TPJG Status Exceptions / Nuances
BUYER: disable MLS searches -> convert to purchase CMA; TODO CMA every 6 weeks from anniversary; UPSERT primary address CC TPJG SOP —
SELLER: UNREGISTER lockbox w/ written confirmation; remove Supra notification via SupraWeb w/ written confirmation CC TPJG SOP —
Close Client Books (review-only) Agent TPJG SOP —
Send closing docs -> Accounting + confirm funding; confirm brokerage check (E&O + charitable) CC TPJG SOP —
Send Thank You / online review request + HAR Client Experience Rating CC Generic TC+ TPJG SOP
TPJG: review solicitation + HAR rating on top of the generic thank-you (T)
Post to social; remove procedure CC TPJG SOP —
Sphere/Client reclassification CC TPJG SOP
Sort D = skip; else set SPHERE:CLIENT + Sort A
Relationship Nurture (CNPE)
Client Retention
Milestone Post-Close Follow-Up Initiated (standing cadence — no terminal milestone)
Procedure Owner TC vs TPJG Status Exceptions / Nuances
Closing-day thank-you (handwritten note) (review-only) Agent TPJG SOP —
Follow-up cadence: 30d call / 60d market update / 90d check-in + referral request (review-only) Agent TPJG SOP —
Ongoing cadence: VIP monthly, SOI quarterly, Partner bi-annual (review-only) Agent TPJG FLAG —

C6 — CORPORATE

org frame · not a client journey

C7 — CULTURE

communication standards · governs every action

Open Decisions for Joseph

Design choices & flagged discrepancies surfaced by the guide — recommendations shown, nothing auto-picked.

D1 DESIGN
Bless the Lead-Coordinator layer
Approve the net-new Lead-Coordinator role: owns the milestone spine, ROUTES coordinator sub-tasks to LC (Contact->Cultivate) or CC (Contract->Close), REVIEWS (not routes) Agent/Director-owned milestones (Tour Delivered, Client Retained), sits in the REVIEWER role, and uses the existing Tuesday lead-agent meeting as its review cadence. Everything past 'owns milestones + routes/reviews tasks' is your forward design with no SOP behind it.
Recommendation: Bless scope so we can build the routing/review layer.
D2 FLAG
Who owns the ongoing Curate cadence?
Post-close nurture (VIP monthly / SOI quarterly / Partner bi-annual) currently has no coordinator owner — it sits with Agent/Team. Should a coordinator (CC or a Curate coordinator) own the ongoing cadence, or does it stay Agent-owned?
Recommendation: Assign to CC or a dedicated Curate owner for consistency.
D3 FLAG
Resolve the supervisor discrepancy
Two supervisors are cited: Roger Aad (MLS input) vs Mitch Rainey (showing instructions). Which is correct, or is each correct for its own step?
Recommendation: Confirm the split; likely step-specific.
D4 FLAG
Codify the $495 TC fee rule
The $495 TC/Compliance fee is 'almost always charged' but is NOT stated in the Coordinator Agreement, and waived exceptions exist. Make it a default-with-documented-exceptions rule, or leave case-by-case?
Recommendation: Codify as default $495 + documented waiver list.
D5 FLAG
Decompose the thin CULTIVATE-nurture Process
The Lead Nurture Process has only 1 procedure row (Drip Assignment); its milestone is PROVISIONAL. The CNPE cadence + Buyer/Seller-Readiness sub-flows exist in the canonical definition but are not decomposed into procedure rows. Approve a decomposition pass (and confirm LC ownership of the cadence)?
Recommendation: Run a decomposition pass so 'Lead Nurtured' is a real milestone, not a one-row placeholder.
Open the Guide Sheet → Open the Guide Doc →