| A client’s schedule, no-show, or intake status | Leah (front office) | She runs the front office and talks to clients daily |
| Collecting a payment method or client paperwork | Leah | Client-facing outreach is hers |
| Whether a client is Medicaid, commercial, or private-pay | Leah | She maintains the coverage fields |
| Your pay, banked days, benefits elections, or a payroll error | Sonja (practice manager) | She runs payroll and HR |
| Licensure, credentialing, CAQH, malpractice paperwork | Sonja | She owns the credentialing calendar |
| A compliance question, a complaint, or a possible privacy incident | Sonja | She owns compliance and the incident log |
| This manual, or an SOP that’s wrong | Sonja | She maintains both |
| How a system works, or something is broken | Zack | He built it |
| Getting access to a tool or account | Zack | He holds admin |
| A lost or stolen device | Zack, immediately | He can wipe it |
| A phishing email or a suspected security problem | Zack | Technical response |
| Marketing, website, social media, public reviews | Zack | His lane end to end |
| A clinical question, a diagnosis, a treatment decision | Helen | Clinical judgment is hers |
| A client crisis, a duty-to-warn situation, a mandatory report | Helen, same day | Clinical backup |
| Whether to end services with a client | Helen | Client-acceptance decisions are hers |
| Fees, discounts, write-offs, rates | Front office first; Helen decides | Owner decision |
| A harassment, discrimination, or retaliation concern | Sonja, Helen, or Zack, any of them | See the reporting path |
| Anything about Helen’s own license or history | Helen | Ask once, write it down |
