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New to OES? Start here if you’re exploring our services, interested in certification, or simply have a question about what we do.
Frequently Asks Questions
When I start, who do I actually report to day-to-day — the client, or OES?
You’ll work directly with your client day-to-day. They give you tasks, set priorities, and manage your role. OES doesn’t micromanage your work. Our role is to oversee the engagement — protecting your pay, enforcing fairness, and stepping in if issues arise. Think of OES as your safety net, not your daily boss.
What if I realize during onboarding that the role is different from what was described — can I back out?
Yes, you can. Onboarding is the stage where all details — salary, scope, and schedule — are finalized. If what’s being offered doesn’t match what was agreed, you can raise it immediately. OES will step in, and if it’s not aligned, we’ll pause the onboarding and look for a better fit for you. You’re never locked into a role that isn’t what you signed up for.
That said, we encourage you to check the fit early, not late. Use your client interview to ask about day-to-day tasks, schedules, and expectations. Always confirm that the role card, salary, and scope match what you’re agreeing to before onboarding begins. If something feels unclear, speak up — OES is here to mediate before things move forward. The goal is clarity upfront, so you don’t waste time and energy on a mismatch.
If the client pays late or disappears, will I still get paid, or do I wait until OES collects?
When you and the client agree on payment during onboarding, you choose between pre-funded or invoice-based. If it’s pre-funded, the client deposits your salary with OES ahead of time. From there, release works in two ways. If no approval is required, OES releases your pay right on the due date—automatic, no waiting. If approval is required, we wait for the client’s green light; but if they go quiet, we allow a 72-hour window after the due date. If there’s still no response at the end of that window, OES auto-releases at 72 hours. If the client does speak up within those 72 hours and asks for a temporary hold, we can hold the funds up to Day 7 from the due date while both of you settle any specifics and send us the agreed adjustment. If no joint instruction arrives by Day 7, we release by default.
If you choose invoice-based instead (no pre-funding), you submit your invoice by the agreed cutoff and the client has 72 hours from the due date to pay. If payment doesn’t come in, you alert OES and we follow up directly. If the client is still unpaid by Day 7, we may pause or suspend the engagement and blacklist for non-payment. Because funds weren’t deposited in advance, OES can’t advance your salary in this mode—payment happens once the client pays.
In short: pre-funding gives you either an on-date automatic release or a 72-hour safety window that ends in auto-release unless a temporary hold is requested (and even then, it can’t go past Day 7 without a joint resolution). Invoice-based keeps control with the client’s payment timing—but OES enforces the 72-hour due and Day-7 consequence, and we’ll step in fast if anything slips.
Why does payment go through OES first, and what are my options?
Payments run through OES because it keeps both sides protected and the engagement predictable. With OES in the middle, money isn’t stuck with a client who’s busy or silent, and it isn’t released without clear confirmation of work. We hold funds neutrally, apply the same timing rules you’ve already seen, and step in fast if there’s a dispute or someone goes quiet. That neutrality is what lets us auto-release when appropriate, honor temporary holds with limits, and pause engagements when invoices aren’t settled—fair to you, fair to the client.
During onboarding, you and the client simply choose the path that fits: pre-funded, where the salary sits safely with OES and follows the release/hold timings you already know; or invoice-based, where you bill on schedule and OES enforces the due window and consequences if payment lags. Either way, the flow through OES gives you structure, a clear escalation process, and a safety net that direct payments can’t provide.
Is the 15% deduction the only fee I’ll ever see, or are there hidden charges later?
The 15% service fee is fixed and covers everything inside OES. But if you choose a payout method that carries its own third-party charge — like a bank transfer, PayPal, or e-wallet — that cost comes from the provider, not from OES. We don’t add to it or mark it up; it’s simply passed through as is.
To keep everything clear, both you and your client receive a detailed receipt of the transfer. It shows the full breakdown: what the client funded, the 15% OES fee, and any third-party charges applied by your chosen payout method. That way, everyone sees the same numbers — no surprises, no hidden cuts.
If you’d like to avoid higher fees, you can select a lower-cost payout method during setup. Either way, the OES fee is always 15%, and any extra depends only on the method you choose.
What if my client keeps adding tasks that weren’t in the original role — do I have the right to say no?
We always follow what’s in your contract, including your scope of work. That’s your baseline and protection. If new tasks appear outside that scope, you can say “no,” or “yes—with an adjustment.” Trade-offs (swapping tasks) keep scope the same; personalization (expanding scope) updates the role and salary bracket to match.
Important: We can’t act on what both parties allow informally. We only step in with a formal report (ticket/email to OES referencing the contract or Role Card). We don’t meddle with your business or engagement if you don’t need our help—you lead the day-to-day; we enforce fairness when asked.
If it’s a one-off urgent task, you may help as a courtesy—log it clearly as out-of-scope and set a quick check-in to decide if it becomes part of the role (with pay updated). If extras keep piling up, file an OES Personalization Request so we lock the new scope, bracket, and effective date. If a client pushes for extra work without adjustment, deliver what’s in contract, pause the add-ons, and escalate to OES with a formal report.
If I have conflicts with my client, will OES side with me or the client?
If conflicts come up, OES doesn’t “side” with anyone — we side with the contract and with fairness. Our role is to check what was agreed, look at the facts, and mediate based on that. Sometimes the contract supports you, and we’ll enforce it. Sometimes the issue is a misalignment, and we’ll help the client clarify expectations. Either way, the goal is balance, not bias.
We also can’t act on hearsay or casual complaints. We only step in when you file a formal report — that creates a record and gives us authority to mediate. Until then, you and your client manage your day-to-day engagement freely. We don’t meddle unless you need us.
Think of OES as your safety net: you stay in charge of the relationship, and when things get unfair, we step in to restore alignment.
Can I ask for a raise or role adjustment later, or am I locked into the same pay forever?
You’re never locked into the same pay forever. What you agreed on during onboarding is the starting point, not the ceiling. If your role expands, or if your performance clearly proves you’re ready for a higher tier, you can request a role review. That’s how OES makes sure your pay keeps pace with your contribution.
The Salary Standard is designed to stop undercutting — not to stop growth. You can move from Startup to Experienced to Top-Tier, or from a generalist to a specialist or strategist role. What matters is that any raise or adjustment is tied to a formal scope change or tier progression, not just an informal ask.
If you and your client agree to broaden responsibilities, OES will document the change through a Personalization Request and adjust the salary bracket accordingly. If it’s just informal extra tasks without a report, we can’t act on it. When you want that growth recognized, file a formal request so we can lock it in.
In short: deliver well, grow your scope, file it formally — and OES ensures your pay grows with you.
If I want to switch clients because it’s not a good fit, will OES help me, or do I have to quit first?
If a match isn’t working out, you don’t have to quit blindly. Tell OES first. We’ll start by mediating with your client to see if the issue can be solved — sometimes it’s just a matter of clarifying expectations or adjusting the scope. If it’s clear the fit truly isn’t right, we’ll support you in transitioning to another client.
This way, you don’t burn bridges, you don’t risk gaps in income, and you don’t leave without a plan. What we can’t do is act on private frustrations — we need a formal report from you to step in. Until then, your engagement stands as agreed.
The system is designed for lasting placements, but it also protects you when things don’t click. You’re never stuck, and you’re never forced to choose between silence or sudden resignation.
After the 12 months, do I lose access to OES benefits if I stay with my client directly?
After 12 months, you and your client are free to work directly if you both agree. If you choose that path, OES oversight ends — which means no more pay protection, contract enforcement, or mediation. You also won’t have access to OES’s structure, like automatic salary standards, dispute handling, or compliance coverage.
Some VAs prefer independence after a year, while others stay under OES for the ongoing safety net and career support. It’s really your choice: freedom without the safeguards, or structure with them. Whatever you decide, the first 12 months ensure you’re protected while the relationship is still new.
Does OES help me grow my career long-term — like higher-tier roles or better-paying clients — or is it just one placement and done?
OES isn’t just about getting you “a job” and walking away. Our system is built for long-term career growth. You start with a role that matches your current skills and bracket, but you don’t stay there forever. Through OES training, certification, and mentorship, you can level up into higher-tier roles — from generalist to specialist to strategist — with salary brackets that grow as your scope and expertise expand.
And it doesn’t stop at one placement. Many VAs move from their first client into new opportunities across departments, platforms, or business models, using the Role Library as a roadmap. OES is designed to make sure your career isn’t stagnant, but steadily moving forward with skills, recognition, and pay that reflect your value.
How do I know the VA I’m matched with is qualified?
OES doesn’t flood you with random resumes. Before anyone reaches your shortlist, we verify identity, background, and skills, then screen against the Role Library and your specific requirements.
You only meet candidates who match the role card you selected—or your customized criteria. We filter for precise fit across skills, scope, and salary bracket, then deliver a recommendation report with our assessment, so you review only what truly matches your standards.
From there, you decide who advances to the client interview. No guesswork. No time wasted on “looks-good-on-paper” hires who can’t deliver. You focus on the best-fit candidates, while OES ensures they’re real, qualified, and aligned with what you need. The choice is yours.
Can I customize the role if the Role Library doesn’t match my exact needs?
Yes. The Role Library is a starting point—you can combine tasks, narrow or expand scope, deepen responsibilities, or add platform-specific requirements. When scope changes, the salary bracket adjusts accordingly (up for more, down for less) so expectations and pay stay aligned. We’ll capture the changes in a clear Role Card/SOW and confirm with you before sourcing, so the shortlist matches exactly what you need.
How does OES protect me if the VA underperforms?
OES doesn’t leave you stuck with a mismatch. If performance slips, we first encourage you to address it directly — sometimes it’s just a matter of clearer instructions, better tools, or updated priorities. But if the issue continues, you can file a formal report with OES.
From there, we step in as a neutral party. We review the contract, the Role Card, and any supporting evidence (logs, deliverables, communications) to see if the VA is meeting what was agreed. If not, we mediate, set corrective steps, and monitor progress.
If improvement still doesn’t happen, OES can transition you to another VA. Because roles and salary brackets are standardized, replacing a VA is smoother and faster — you don’t start from scratch.
In short: you get mediation first, accountability always, and a safety net if the fit isn’t right.
What if my VA quits suddenly?
If a VA chooses to leave unexpectedly, OES steps in right away to keep your business moving. First, we confirm the situation and help secure any pending deliverables, files, or access so nothing is lost in transition. Next, we tap into our vetted pool to identify a replacement — either a close match to the original role or an updated fit if your needs have changed.
Because every role is tied to a Role Card and Salary Standard, we don’t restart from zero. We already know the scope, expectations, and bracket, so we can rematch quickly. If you’d like, OES can also map out a short transition plan to make handover smoother.
The goal is simple: no operational gaps, no wasted time, and no scrambling to start over.
How do payments work, and what’s the risk if something goes wrong?
All payments go through OES for transparency and protection. At onboarding, you and your VA agree on the setup: pre-funded (with or without approval) or invoice-based.
Pre-funded: You either deposit the salary with OES in advance or authorize OES to charge your account on the due date.
If no approval is required, funds release automatically on the due date.
If approval is required, you have a 72-hour window to confirm or request a temporary hold (up to Day 7). If you go silent, OES auto-releases by default.
Invoice-based: Your VA submits invoices by the agreed cutoff. You have 72 hours from the due date to pay. If unpaid, OES follows up with you directly. If still unresolved by Day 7, OES may pause the engagement and escalate.
This system protects both sides: you never pay without proof of work, and your VA isn’t left unpaid if there are delays. OES acts as the neutral buffer — holding funds securely, enforcing timelines, and stepping in if either side goes quiet.
Why can’t I just pay the VA directly from the start?
Because direct payment removes the safety net for both of you. When payments go through OES, funds are held neutrally, timelines are enforced, and disputes can be mediated. If you pay directly, there’s no third party to step in if work isn’t delivered as agreed, if a VA is left unpaid, or if expectations are unclear.
The OES system gives you:
Proof of fairness — every payment is logged, receipted, and traceable.
Protection — you only release funds under the agreed rules (due date, approval window, or invoice cycle).
Compliance — contracts, salary standards, and data policies are all maintained by OES.
Direct payment may feel simpler, but it leaves you exposed: no oversight, no enforcement, and no backup if things go wrong. Through OES, you pay less than traditional agencies while gaining structured protection you won’t get on job boards or freelance platforms.
What if I want to add another VA later — will I have to start the whole process over?
No — once you’re in the OES system, you don’t start from scratch. We already have your preferences, the roles you’ve hired for, and any personalizations you’ve made. That means adding another VA is much faster.
Here’s how it works: you tell us what role you need next, either from the Role Library or as a variation of a role you’ve already customized. OES updates the scope and salary bracket if needed, then sources and verifies candidates the same way as before. Because your business profile is already set up, the shortlist comes together quickly, and you go straight to choosing who to interview.
In short: adding one VA or building out a whole team follows the same structured process — but once you’re onboarded, each new match is faster, easier, and aligned with how you already work.
Am I locked into OES forever, or can I hire directly later?
You’re not locked in forever. For the first 12 months, direct hiring requires a buyout equal to one month of the VA’s average salary. After 12 months, you and your VA are free to work directly with no additional cost, as long as both sides agree.
The buyout isn’t about OES making extra money — it’s there to protect the standards we put in place. During the first year, OES enforces salary brackets, scope boundaries, and fair treatment on both sides. If engagements immediately moved off-platform, those protections could be ignored, and the system would break down. The buyout simply ensures that if you choose independence before a year, there’s a fair settlement to cover the structure and protection OES provided.
After that first year, it’s your choice: continue under OES for the safety net and accountability, or go independent if you prefer full freedom.
How does OES ensure I’m not overpaying for a VA’s role?
Every role goes back to the Salary Standard — clear brackets tied to scope and tier: Startup, Experienced, and Top-Tier. You can negotiate within a bracket, but you’ll never pay above what the role is worth. At the same time, you’ll never be able to push pay below the minimum, which keeps quality high and prevents the “race to the bottom.”
If you personalize the role — expanding responsibilities, narrowing scope, or combining tasks — OES recalculates the bracket for you. That way, you’re always paying in direct proportion to the actual work agreed. No inflated rates for lighter scope, and no free extras without adjustment.
Because every salary is anchored to a role card and verified by OES, you avoid the two biggest risks of hiring alone: overpaying for mismatched work, or underpaying and dealing with churn. You pay fairly, predictably, and with confidence that the rate matches the role.
How do I know OES will actually step in if there’s a problem?
OES is your safety net, but we don’t jump in at the first sign of friction. We only step in when there’s a formal complaint and both sides have already tried to resolve the issue directly but it didn’t work out. That way, you and your VA keep control of the day-to-day relationship, while OES is there as a last resort to protect fairness.
Once a formal complaint is filed, OES reviews the contract, the Role Card, and any supporting evidence. From there, we mediate based on facts — not feelings — and enforce what was agreed. If expectations need clarifying, we help reset them. If performance or payments are at risk, we step in to correct or resolve it.
This structure builds trust on both sides: you know OES won’t meddle unnecessarily, and you also know that when it matters, we’ll act with authority to keep the engagement fair and professional.