Year One · Episode · September 28, 2026
Steven Rea explains four levels of operating support—domain overviews, SOPs, work instructions, and job aids—and how to choose what to document. Start with one recurring team question, create the smallest useful support, and improve it through use.
Video loads when you choose to play.
When your most experienced teammate is out, can everyone else find the answer and keep the work moving? In Year One Episode 7, Steven Rea walks through a practical way to build support for a growing property management team—one useful piece at a time.
Steven explains how to choose what deserves to be written down, then shows the four levels of support he uses: a domain overview for the bigger picture, an SOP for milestones and responsibility, a work instruction for the steps, and a job aid for quick help in the moment. He also shares why the person closest to the work should show how it actually happens, how to correct support when the work changes, and where technology and AI fit.
At Northpoint, this is work in progress. The starting point is simple: pick one question the team keeps asking, ask the person who knows the answer to show how they handle it, make the smallest useful piece of support, and improve it through use.
The Residential Operators is a Northpoint production.
Contributors
Steven works where operations, people, and technology meet. He built RPM Living’s first training program and helped develop its technology stack, then worked across operations and growth at ResProp. His focus is turning operating knowledge into systems people can actually use—with clear responsibilities, practical training, and feedback that improves the work.