Team handover guide
Check responsibility and outstanding work at handover
When an adviser takes leave or workloads change, changing the name on an application may be insufficient. The incoming adviser needs the next action, last client communication and outstanding document. A verbal briefing alone makes the result difficult to verify.
iyely Visa brings advisers, notes, documents and tasks into the case context. This guide proposes a team procedure, without promising one-click transfer of open tasks, permissions and related records.
Prepare a short handover note
Record the current stage, next action, last client contact, outstanding correction and open task date. Keep historical notes in context; explain which information still applies in a new handover note.
- The application, relevant branch and agreed incoming adviser
- The last communication outcome and expected client action
- Documents awaiting review or revision, and their current versions
- Open tasks, planned calls or meetings, and the next check
Test a fictional leave handover
Verify access
Imagine transferring the synthetic Example A application between two advisers. Check that the incoming adviser can access its branch and perform the required actions. Avoid granting wider permissions just to make the exercise work.
Update the application adviser
With the appropriate permission, select the new adviser. Review the current stage, handover note and sample document's revision reason together. Reassignment does not create a new document approval.
Inspect existing open tasks separately
Do not assume earlier tasks have moved automatically. Newly created tasks use the application's current adviser; check earlier outstanding work independently. Do not mark unfinished work complete simply to close the handover.
Ask the incoming adviser to explain the case
They should explain which file needs review, whom to contact and when to act. Create any necessary new follow-up task and establish who will resolve remaining questions within the team.
Finish the check with the incoming adviser
Check that the incoming adviser can find the application and open its documents using their own access. If the client needs to know about the change, agree who will communicate it; do not assume an automatic handover announcement.
At follow-up, review whether outstanding work has progressed. If something is missing, update the explanation and next action on the existing application rather than recreating the case. Keep the current position distinct from historical records.
Frequently asked questions
Does changing the application adviser also change earlier tasks?
This guide does not assume such an automatic operation. Check the application and open task ownership separately, and create the necessary follow-up in the appropriate adviser context.
Must documents be uploaded again during handover?
A change of adviser alone does not require another upload. Review the existing file, decision and version history. Use the revision workflow when a document genuinely needs correction.
Test the handover with two advisers
Use a synthetic application and check both the outgoing and incoming roles. Include questions about open tasks in your demo request.