Captain Onboarding FAQ for Organizing Managers

• Go to My Team → Team Information → Manage New Hire Onboarding. You can search for a specific Captain or see everyone currently in onboarding, with status on each step.
• If a Captain looks complete on your end but hasn't moved through the system, post in #hr-tech-ops and tag Fatmah and Roxanne — they can ask GOWO to push them through.

1. Open the ADP welcome email. It has the Captain's Associate ID and Registration Code.
2. Click "Sign Up Now."
3. Enter the Associate ID and Registration Code from the email.
4. Fill out their profile. Required: tax ID, birth date, and address.
5. Use real information, not placeholders — this account controls their real pay.
6. Click through the remaining screens, then sign out and sign back in. Full access shows up 30–60 minutes later.

How it should work:

• ADP sends a welcome email automatically, from GOWO (your staffing partner). This happens the same day the Captain signs their offer letter. You don't need to send anything yourself.
• Full access usually takes 30–60 minutes after signup. It's still normal if it takes up to 2 hours.
• Captains log in here: workforcenow.adp.com

If it's not working, try these in order:

1. No welcome email? Have them check their spam folder first.
2. Login says "invalid"? They may have an old ADP account from a different job — Good Works (GOWO) is a separate company in ADP, so that old login will not work. Have them make a brand-new account: open the GOWO welcome email → click "I have a registration code" → enter the Associate ID at the bottom of the email → pick a new username. Having an old account isn't the problem — using its old login is.
3. Still stuck? Clear their browser's cookies, or try a different browser (like Safari instead of Chrome).
4. Still no luck? Post in #hr-tech-ops with the Captain's name, tag Fatmah and Roxanne, and ask for the ADP welcome email to be resent — be patient, this can take some time. You can also have the Captain join a live ADP session to troubleshoot in real time with Courtney, who leads ADP onboarding sessions on Tuesdays and Thursdays.
5. Meanwhile: if the Captain is already working, have them log hours on this Google Form so nothing gets lost. Those hours get added to ADP once they're set up.

• Forgot password: they click "Reset Password" on the ADP login page. They can do this themselves.
• Forgot username: they enter their email to get it. Also self-service.
• Bigger login problems: ask for help in #hr-tech-ops. People Team will work with GOWO to fix it.

They won't show up until all of this is done:

• Profile finished
• Direct deposit set up
• Tax paperwork done
• Profile approved (takes a few hours after it's reviewed)

Also check:

• Have you finished their I‑9?
• Are you listed as their "Reports To" manager in ADP?

• ADP pulls the start date from the Offer Letter — but what actually controls whether a Captain can start is whether they've signed their offer letter. Once it's signed, they can start working even if the date currently showing in ADP hasn't caught up yet. If you're confused about start dates in Airtable vs. ADP, ask Wyatt and Ani directly — they're responsible for finalizing start dates.
• If they started before the date shown in ADP: log those hours on this Google Form for now — those hours get added to ADP once the date is fixed.
• Date is genuinely wrong, or you need guidance on your team's start dates? Ask Wyatt and Ani — they're the ones making the call on start dates for your team, and can escalate to Fatmah and Roxanne to make the change with GOWO.

1. Section 1 — the Captain fills this out themselves, as part of ADP profile setup. You don't send them anything.
2. Sections 2 & 3 — you (the Organizing Manager) fill these out and submit, once their profile is set up.
3. Nothing else to do after you submit it.

Reference: how to complete the I‑9

Acceptable ID — one of:

• One "List A" document (like a U.S. passport), or
• One "List B" plus one "List C" document together (like a driver's license plus a Social Security card or birth certificate)

Two ways to check the ID:

• In person is preferred. Meet with the Captain directly, review their documents in person, and enter the details into ADP.
• Virtual, if in person isn't possible: confirm your Captain can come on camera and has their identification ready to present. Captains must show their identification and read the ID numbers and expiration dates to you. As the OM, your job is to input that information manually into ADP.

Resources: ID verification reference · USCIS list of acceptable documents

1. You must be listed as their "Reports To" manager in ADP before you can complete their I‑9.
2. Once ADP shows you as their manager, go back and enter the I‑9 for real.

1. Go to My Team → Employment → I‑9 Management (bottom of the Employment menu).
2. Your team shows up with their I‑9 status. "Section 2 pending" means the Captain finished their part and it's ready for you.
3. Click the Captain's name. This opens the "EI‑9 Summary" page, with tabs for Section 1, Section 2, E‑Verify, Supplement B, Documents, and Archive/Unarchive.
4. Check the Section 1 summary shown (it has the date it was done and a confirmation number).
5. Click into Section 2, and choose Yes when it asks if you want to finish it now. This opens 4 steps: Employment Information → Identity Verification → Employer Information → Review & Submit.
6. Confirm the first day of work (this is already filled in) and click Next.
7. On the Identity Verification step, pick the first ID document the Captain showed you from the dropdown. Then type in its details — who issued it, the document number, and the expiration date (or check "No Expiration Date" if it doesn't have one). ADP shows a sample picture of that document type to help you check it. You don't need to upload a photo of the real document — typing the details in is enough.
8. If the first document is a "List B" document, ADP will ask for a second "List C" document too — same steps, second dropdown.
9. Use the linked list of acceptable documents (it opens a USCIS page) to double check the ID is valid. If ADP shows a message that "the acceptable documents list was updated," click it — it explains what changed.
10. You'll see a question: "Are you using an alternative procedure authorized by DHS to examine documents?" Pick "No" if you personally checked the documents yourself — in person or on a live video call. That's the normal process for Captains. Only pick "Yes" if someone tells you to for a specific case.
11. Check the summary ADP shows you, type in your name and job title, click Submit, then Confirm.

Prefer to watch it instead? Watch the video walkthrough of how to conduct a Captain's I‑9 as a manager.

Section 1 mistake (something the Captain typed, like a wrong SSN):

1. Go to the E‑I9 Management tab.
2. Find the Captain's name and open their I‑9 status.
3. Click Reject.
4. Type a reason: "to fix error."
5. This sends it back to the Captain to fix and resend.

Section 2 or 3 mistake (something YOU typed):

1. Go to I‑9 Management and find the Captain's row.
2. Click the Actions ("…") menu on the right side of their row.
3. Click "Correct Form I‑9."
4. Click Yes when it asks "Are you sure you want to correct Form I‑9?" This unlocks the form so you can fix it.

Rehiring or reverifying a Captain instead? Use "Submit new Supplement B" in that same menu — not "Correct Form I‑9."

1. Slack invites (and other account invites) go out automatically once the Captain signs their offer letter. You don't need to do anything.
2. Signed and still no invite? First check that the offer letter is really signed. Then tell Fatmah or Ani the Captain's name.

• Log those hours on the ADP timesheet for the current week (a new week starts every Monday).
• Training counts as paid work. If they're attending, they can log those hours right in ADP.

• Enter "In" and "Out" times for every shift they work.
• Leave pay codes blank on normal days.
• Fill out the timesheet every day, right after their shift. Don't wait until the end of the week.
• Never log a shift before it happens. Only enter hours after the shift is over — if you log ahead of time and it doesn't match what really happened, you'll have to fix it later.
• Made a mistake? Captains can fix their own entries too, as long as the pay period hasn't been approved yet — delete the wrong day's row and re-enter it (you can't edit an existing time directly, only replace it). Your OM can also fix entries on your behalf; see "How do I approve Captain timecards in ADP?" below.
• Missed a shift? Tell your Organizing Manager right away, and write it in the Google Sheet.

• Captains: submit hours every other Sunday, by 12:00 PM ET, at the close of each two‑week pay period. No later.
• Organizing Managers: approve timecards the next day, Monday, by 2:00 PM ET. No later. No exceptions.
• GOWO processes payroll the next day. Captains get paid the following Thursday, every two weeks.

Tip: set a repeating calendar reminder to review and approve. Set your own team deadline before your Captains' Sunday 12pm ET cutoff, so you have time before your own Monday 2pm ET deadline.

Two views, under My Team → Time & Attendance:

• Individual Timecard — best for approving several days for one Captain at a time.
• Group Timecard — best for approving one day for your whole team at once.

Using Individual Timecard:

1. Click Individual Timecard. It opens the first Captain (alphabetically) on your team.
2. Use "Select a filter to search for people" to switch between active and inactive/terminated Captains.
3. Use the "1 of 12" counter to move between Captains, or search for one by name.
4. Make sure the Time Period dropdown says "Current Pay Period," and the dates match. If not, fix it and click Find.
5. Hours look right? Check the "Approve" box for that day — you can check every correct day at once.
6. Need to fix an entry? Click into the In/Out time and type the right time. Leave that day's Approve box unchecked until it's correct.
7. Need to remove a whole wrong day (like a shift that never happened)? You may need to delete that row completely, not just edit the times.
8. Once every day you want to approve is checked, click Approve Timecard in the top right. Confirm in the popup.

What happens:

• Their pay is delayed.
• The Captain must tell you (their Organizing Manager) right away.
• You must tell Wyatt, Ani, Fatmah, and Roxanne in #hr-tech-ops.

Fixing the timecard:

• Still in the current, unapproved pay period? Just edit the timecard yourself in ADP once you know the right hours.
• Already approved, or from a past pay period? Send the fix on a Google pay sheet to People Team through #hr-tech-ops — they'll set up a special payroll run with GOWO if needed.
• Captain not set up in ADP yet? Have them use this Google Form to log hours for now — GOWO will add it once they're set up.

1. Candidate passes Vetting → you mark them "Recommended for Employment" in the Dashboard.
2. Marisa, Ani, and/or Wyatt review them and move them to Soft Offer.
3. A Soft Offer email goes out. It includes a hiring form (Airtable), a background check link (Checkr), and the soft-offer details. Call the candidate to help them fill out the form faster.
4. Once the Airtable form is done, Wyatt and Ani review and approve the request for an offer letter from GOWO, then People Team moves them to Offer and sends the real offer letter.
5. Candidate signs → onboarding starts. Start dates are always a Monday or Wednesday — no other day.
6. The Checkr background check (sent with the Soft Offer) should be done within 48 hours. If it's late, it delays ADP/GOWO onboarding too.
7. Background check clears → they're fully onboarded.

• A name showing up in Airtable means their form is done.
• Next step for them: the offer letter.
• "OL" column checked → ready to start.
• "OL" column unchecked → they're probably still signing.

1. Double-check the email address the offer went to (Prabh or Fatmah can check this in Airtable).
2. Have the candidate check spam.
3. Offer letter still missing? Tag your manager — Wyatt or Ani — and Fatmah and Roxanne, so they can flag it to be resent.
4. Time is tight? Call the candidate. Don't wait on email.

• To check signature status yourself: the dashboard shows offer letter signing status — scroll all the way right.
• Note: even after signing, the candidate won't show up in ADP until they finish their own profile there. That's normal, not a mistake.

1. Ask your supervisor — Wyatt or Ani — first, for anything. This includes ADP and I‑9 technical questions.
2. Still stuck? Post in #hr-tech-ops and tag Roxanne + Fatmah by name — posts without a tag can get missed.
3. Fatmah and Roxanne also hold office hours for quick questions (check the channel for the current schedule).
4. Something ADP-specific that no one above can fix? People Team will bring in Courtney from GOWO.

• Vetting issues: tell your manager — mention them directly in Slack, or set up a meeting with them.
• Performance issues: tell your manager — mention them directly in Slack, or set up a meeting with them.

• See the full canvassing do's and don'ts guide for the complete list.
• Flag any safety concerns — including difficult interactions, unsafe conditions, areas to avoid, etc. — to your Organizing Manager.

• See the full code of conduct for Captains and Organizing Managers.