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SLK CARE
CARE POC QUICK SHEET DEBRIEF
Contact Form:
https://gatewaychurch.formstack.com/forms/care_contact_form
POC QUICK SHEET DEBRIEF LINKS:
Email Care Requests Forms/ ROCK
Reporting & Care Contact Forms
POC Hours
Monday, 9:00 AM – Sunday, 9:00 PM
Anything received after 9:00 PM on Sunday will roll over to the next POC on Monday morning
You will be added to the Care email and text line groups by Sunday night
Slack & Resources (#1slk_poc)
All items needed for your rotation are pinned or in this Slack channel:
POC Handbook (contains detailed duties and instructions; refer to the” Table of Contents” in POC Handbook as needed)
Care Contact Form (must be completed after every interaction, calls & visits … texts - only if follow up by Care is needed)
Volunteer assignments and your Care Point Pastor
Additional resources and important information
Quick Reminders
The fastest and most effective way for a congregant to request help is to text CARE to 71010. This sends them the Care (ROCK) form and begins the process immediately.
Keep the Care Department informed at all times:
Copy Care@GatewayPeople.com on communication
Use appropriate Slack channels (#1slk_poc, #slk_walkin-care, #slk_texting & texting)
Please avoid “sidebar” communication (direct emails, texts, or DMs). Keep communication visible to the team.
Always complete a Care Contact Form after every interaction with a congregant.
If a wedding occurs during your POC week, you may be responsible for officiating.
If a funeral occurs during your POC week, your Care Point Pastor will notify you if you are needed to assist or officiate.
The Staff POC is encouraged to delegate inquiries received through phone calls, emails, and the text line to POC Volunteers. Volunteers are trained to minister, pray, and provide support for members’ needs, including hospital visits. In some situations, a volunteer may not be available or may feel uncomfortable responding, and those cases may require a pastoral response. When in doubt, consult with your Care Point Pastor for guidance.
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Prioritize Your POC Week
For every interaction (text, email, or call), check ROCK first for history, notes, or ministry concerns before proceeding
Maintain consistent communication with your Care Point Pastor throughout the week
Make sure you have cleared your schedule or communicated with your Care POC Point Pastor about any times you will not be available and have found coverage
Do not allow more than 90 minutes to pass without checking emails and text lines
Respond to all communication within a maximum of 3 hours
If this is not possible, communicate with your Care Point Pastor
Refer to the POC Handbook for detailed guidance and instruction when needed
Phone Calls
Monitor and respond to calls during:
After-hours (5:00 PM – 9:00 PM)
Weekends (Friday–Sunday)
After-hours calls are routed through the answering service and then sent to Slack and Care email
Phone Guidelines:
Check ROCK before returning calls for any notes, flags, or ministry concerns
When responding, post in the #1slk_poc channel so the team is aware
The POCs (staff and volunteer) are responsible for returning calls and should communicate clearly who is handling each response
To protect your personal phone number, use your Zoom phone number when possible
Escalation:
If any form of abuse (child, elder, or sexual) is reported, contact your Care Point Pastor immediately
If you receive a death notification, gather information and call your Care Point Pastor right away
If you receive a suicide call, please see POC Handbook for instructions
Do Not Respond To:
Calls asking for Gateway’s viewpoints on theological, political, or social issues
→ Consult your Care Point Pastor before responding
Care Email Monitoring
The Staff POC is responsible for monitoring Care emails in the evenings and over the weekend. Emails will come directly to your inbox. Please always CC Care@GatewayPeople.com. When responding to emails.
Check emails every 2–3 hours, reading carefully to determine the specific need. (Many emails are informational or prayer requests only.)
Check Spam/Junk folders regularly for missed Care emails.
Use ROCK (or Planning Center) when possible, to identify the individual and their campus.
If the request is clearly intended for another campus, forward it to the appropriate campus and CC Care@GatewayPeople.com.
Care Ministry Campus Contacts:
| Southlake | 817-552-5825 |
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Dallas |
469-801-7245
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Frisco |
469-238-1001
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Grand Prairie |
972-314-9004
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North Fort Worth |
817-552-3790
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North Richland Hills |
817-328-2005
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Prosper |
469-801-7251
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Jackson Hole |
307-201-9329
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Justin |
817-552-7303
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Plano |
469-801-7220
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Email Care Requests Forms/ ROCK
The Care Point Pastor will review incoming Care forms and notify you of any urgent or crisis situations (e.g., abuse, suicidal ideation)
Monitor Care email for potential urgency, but note that most forms are not immediate crises
Respond To:
Crisis emails such as Suicidal struggles, Requests for prayer, biblical counseling, or financial assistance
→ Respond and direct them to complete the Care Contact Form for faster processing
Emails from pastors or leaders regarding health needs, births, or deaths
→ Acknowledge the message, then follow up (personally or by delegating to a volunteer)
→ Document communication in Slack and complete a Care Contact Form
Do Not Respond To:
General information inquiries (handled during regular office hours)
Care Rock Forms (handled by staff Monday–Thursday)
Suspicious or unfamiliar emails, especially from foreign sources
Do Not Respond To Guidelines:
Use discernment, prayer, and wisdom when evaluating situations
If needed, share pertinent details only in Slack (do not forward full forms) when delegating
Important Resources:
Suicide & Crisis Lifeline: 988 (call or text)
Suicide crisis training materials are pinned in Slack in the POC Handbook
Walk-Ins
The Staff POC is expected to be on-site Monday–Thursday during their rotation to receive walk-ins
If you need to step away (meetings, lunch, etc.):
Arrange coverage with a POC-trained pastor
Use the All POC Pastor Slack channel to request coverage if needed
Post coverage details or any changes in your schedule in #slk_walkin-care for front desk awareness
Notify your Care Point Pastor if you are unable to secure coverage
Documentation:
Walk In Process & Documents are pinned to #slk_walkin-care and in POC Handbook pinned in #1slk_poc channel
Ensure proper procedures are followed (see POC Handbook), including completing any walk in forms and emailing them to care@gatewaypeople.com
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TEXT LINES
The POC is responsible for managing the texting-slk (“71010”) Slack channel throughout the entire rotation.
Monitor and respond to the SLK text line Monday–Sunday, 8:30 AM – 8:30 PM. You will respond to all texts that come to this text line
The POC also monitors the texting (“71010”) Slack channel during the following times:
Monday–Friday: 5:00 PM – 8:30 PM
Saturday: 8:30 AM – 8:30 PM
Sunday: 3:00 PM – 8:30 PM
You will ONLY respond to Prayer Request on the Main text line. Communication Team will cover all other inquires
Response Expectations:
Respond within 90 minutes or less to all texts, calls, and emails
If you are delayed or unavailable, communicate with your Care Point Pastor and utilize your Volunteer POC
Best Practices:
Always reply within the Slack thread
Use emoji reactions (👀, ✅) to indicate review and completion
Identify yourself when responding to the individual (“Hi I’m Pastor-----“)
Tag yourself (and others as needed) for follow-up
When delegating, provide a clear summary of the need
Team Support:
Your Volunteer POC is available to assist and can make calls when needed—use them as support
Critical Situations:
If you receive a death notification or suicidal struggles
Follow training instructions and Call the Care Point Pastor immediately
Refer to the POC Handbook (pinned in Slack) for additional details and guidance
Please also review the Text Line training video for reference
Funerals & Deaths
The POC may be asked to assist with or officiate funerals during the rotation
If a death is reported:
Respond personally with care, prayer, and compassion
Gather the following information:
Name of the deceased and relationship to Gateway
Primary family contact and phone number
Any immediate needs or requested support
Important:
Do not make promises regarding:
Hosting the service
Specific dates
Staff or worship involvement
Inform the individual that someone from the Care team will follow up
Notify your Care Point Pastor immediately (Slack and/or phone if urgent)
Complete a Care Contact Form documenting the interaction
Reporting & Care Contact Forms
Complete a Care Contact Form for:
Every call or visit (not required for texts)
After two unsuccessful contact attempts (voicemail/email)
Submit reports within 24 hours
Confirm the individual’s home campus and forward needs if necessary (CC Care email)
Always keep your Care Point Pastor informed of updates
End of Rotation
Remove yourself from Slack channels:
#1slk_poc
#slk_texting a
texting
#slk_walkin-care
Coordinate with your oversight to schedule a comp day/Sabbath following your rotation
Connect with Care Pastor to inform any details Care may need to pass on for next rotation
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