The Facilitator is the most important role in the ARC system. Not the most senior — the most important. Every hub runs on Facilitator energy. Without you, the system is infrastructure with nobody in it.

What you are

You are an equity-holding, standards-bearing builder. You guide members through their pathway, qualify leads, dispatch to Service Providers, and hold the culture of your hub. You earn a permanent stake in every Hub your graduates form. The more you invest in the people who move through your hub, the larger the network you hold equity in.

What you are not

• You are not a manager — you guide, you don't direct
• You are not a teacher — you facilitate real work, not theory
• You are not a salesperson — value does the selling
• You are not available 24/7 — slow leads are handled by email automation, not by you

Your three core responsibilities

What Darren's role is

Darren is the Hub 01 Architect. His job is to build and improve the system — not to operate it. You will not receive day-to-day direction from him. Your reference points are this manual, the procedures in this portal, and the ARC Decisions Register in ClickUp.

What ARC is

ARC (Australian Resource Centre) is a hub-and-spoke community ownership network. It is not a single product. It is a replicable operating system for building passion communities with real economic outcomes for their members.

The five-layer structure

The Hub Cluster — your support infrastructure

Seven specialist hubs serve every spoke in the network, regardless of niche. As a Facilitator, these are the experts you route members and hot leads to.

The member journey

Every member starts at ARCiversity (arciversity.online) — the single front door for the entire ARC network. They take a free Pillar assessment, receive their results, and are connected to a Facilitator. That's where your relationship with them begins.

From there: Foundation Program (6 weeks free) → Bronze/Silver/Gold membership → grade progression → eventual Hub Co-Founder pathway.

The four-tier network

The Rule of Five

Every hub is governed by exactly five Facilitators. When a hub is full, it replicates — it does not expand. This keeps leadership cells small, accountable, and trust-based. This rule is non-negotiable.

This portal is your operational home. Everything you need to do your job is here — no searching through emails, no hunting through folders.

The five sections

Logging in

The portal is password-protected. Your access code was provided by your Hub Co-Founder. Once logged in, you stay logged in on that device until you sign out. Do not share your access code.

Your data

SP Manager data (service providers, leads, clients) is stored in your browser's local storage. It persists between sessions on the same device and browser. Do not clear your browser data or you will lose SP Manager records. Back up important records to ClickUp regularly using the SP rotation lists.

The SP Manager (Tools tab) is your rotation tracker, lead logger, and client database in one. Here is how each part works.

Dashboard

Shows summary stats, any orange flags (3 leads sent with no conversion), and follow-ups that are overdue. Check this first every time you open the portal.

Service Providers tab

Lists all SPs across all hubs. Filter by hub to see only the SPs relevant to a specific lead. The queue view at the bottom of a hub-filtered list shows who is next in rotation automatically — you don't need to calculate this yourself.

Adding a new SP

1. Click + Add SP
2. Fill in name, email, phone, tier (Founding or Tier 3), and for Tier 3 the amount they paid
3. Select their hub and set status to Active
4. Add their specialisation — be specific (e.g. "Commercial litigation and contract review", not just "Legal")
5. Save

Updating SP status

When an SP tells you they're at capacity or temporarily unavailable, open their record and update the status. They stay in the queue — just skipped for current leads until you set them back to Active.

Log Lead tab

Use this every time you dispatch a lead to an SP. Fill in the client details, select the hub, choose how many SPs they want. The tool shows the recommended SPs based on queue rules. You can override by unchecking recommended SPs and selecting others — but only do this if there's a genuine reason (e.g. a specific expertise match).

Always set a follow-up date — 7 days from dispatch is the default. This creates the overdue follow-up reminder on your dashboard.

Updating outcomes

After following up with the client and SP, click Update on the lead record and log the outcome. Options: Sent → In Conversation → Engaged → Converted / Not Converted. If not converted, log why. This data builds the intelligence that helps the system improve.

Clients tab

Auto-populated from your lead dispatches. Shows each client, how many leads they've received, whether any converted, and flags any client with 3+ leads and no conversion.

The orange flag

When you see an orange flag on a client or SP, it means 3 leads have been sent with zero conversions. This is not an automatic action — it's a prompt for you to investigate. Common reasons:

• Client flag: Client may not be serious, or their brief is too vague for SPs to engage with. Consider calling them directly.
• SP flag: SP may not be responding fast enough, or their pitch needs work. Have a conversation with them.

A hot lead is someone who submitted the enquiry form on a hub site. They have a specific problem and want SP contact. They are not going through the email sequence. They need a human response within 24 hours.

Step 1 — Read the brief fully

Before doing anything else, read the submission. Know: which hub, what the actual problem is, their timeline, and how many SPs they want (1 or up to 3).

Step 2 — Call the client first

If you can't reach them by phone, email immediately and let them know you'll be in touch within 24 hours.

Step 3 — Open the SP Manager and identify who to send

Go to the Log Lead tab. Select the hub. The tool will show you who is next based on the queue rules. For 1 SP: next Founding SP. For up to 3 SPs: two Founding SPs (by oldest last lead date) + one Tier 3 SP (by fewest leads total).

If a SP is At Capacity or Unavailable — skip them. They keep their position for the next lead.

Step 4 — Send the brief to selected SPs

Step 5 — Log in SP Manager and ClickUp

Dispatch the lead in the SP Manager (sets follow-up date, updates lead counts). Also update the SP's task in ClickUp with Last Lead Sent date and Leads Sent Total.

Step 6 — Follow up at 7 days

Check in with both the client and SP. Log the outcome in the SP Manager. Update lead status.

Every new member starts at ARCiversity. They take a free Pillar assessment and get connected to you. Your job from that first contact is to understand them, guide their Foundation Program, and deliver enough value that they want to stay.

Before the first call

Read their Pillar results. Know which area scored lowest. Come with one clear observation — not a diagnosis, just an observation you can share and explore with them.

The first Facilitator call (20 minutes)

Let them talk. You are listening for: what they're actually frustrated about, what they've already tried, what outcome they're hoping for. The Pillar results confirm what you hear — they don't replace it.

Mapping the Foundation Program

After the call, identify the three Zoom class topics most relevant to their situation. Set dates. Confirm their access to the five Service Providers in their hub area. Send a brief summary email — what's coming, when, what to expect.

The three Zoom classes

Group-based. Keep it practical. Business owners want to leave with actions, not theory. End every session with: "What is the one thing you are going to do before the next session?"

Week 6 check-in

What changed over the six weeks? What are they still stuck on? This is the natural transition to paid membership — not a pitch, a conversation about what continued support looks like.

A slow lead is someone who downloaded a free template from a hub site. They are in an automated email sequence. Your job here is simple: do nothing unless they contact you first.

What happens automatically

Mailchimp runs a 5–6 email sequence over two to three weeks. Emails deliver value on their specific template topic, then introduce the bigger picture, then offer the free Foundation Program. No Facilitator time involved.

When you get involved

Only if they reply directly to an email, or if they submit a hot lead form after reading the sequence. At that point they move from slow lead to hot lead — follow the hot lead procedure (Section 05).

How the sequence ends

If they complete the sequence and book the Foundation Program, they enter the member onboarding pathway (Section 06). If they don't engage, they remain in the database for future campaigns. Either outcome is fine — the sequence plants the seed without requiring your time.