The most powerful thing you can do for your team is simply know them — really know them.
"He calls his own sheep by name and leads them out... his sheep follow him because they know his voice."
John 10:3–4This is the picture of what you get to be for your team. Not a manager. Not an administrator. Someone whose people know your voice — because you've shown up for them, again and again, in the in-between moments. Knowing your team by name, by season, by what they're carrying — that's not a task on a list. It's what makes the difference between someone who stays and someone who quietly slips away. Between someone who serves out of obligation and someone who serves because they feel genuinely seen. You get to be that person for them.
These aren't assignments. They're invitations — things that, when they become natural to you, make you the kind of coach your team will never forget. There's no perfect schedule. There's just consistent care.
Some of the best coaching happens outside of the building. When your team shares a meal, a coffee, a moment together — something shifts. People don't just feel like teammates. They feel like family.
Coffee, dinner, a backyard — the setting doesn't matter. What matters is your team being together outside of Sunday. The trust built in those moments is what keeps people showing up when life gets hard.
A text, a call, a coffee. Something that says: I know you exist outside of the serve. You're not just a name on a roster — you're someone I'm genuinely for.
Are they in the Word? In a Small Group? Worshipping one and serving one — or running on empty? Asking these questions is an act of care, not an audit.
You cannot shepherd someone you don't know. Know your sheep.
The app tells you who needs you. Here's how to read it and what to do about it.
When you open your team in the Highlands App, every member has a badge. Each one tells you something — and each one calls for a response.
This person is showing up consistently. Don't take it for granted — acknowledge it. A quick "I see you and I'm grateful for you" goes further than you think. Keep investing in these people — they're often your future leaders.
Something shifted. Life got busy, or something happened. This is the easiest moment to re-engage someone — before absence becomes a pattern. A warm, no-pressure text this week can change the trajectory. Don't wait.
Three months is significant. One of four things is usually happening: life hit hard, they feel disconnected from the team, something hurt them and they didn't say so, or their season changed and no one gave them permission to be honest about it. In every case — they need to know they matter. Not a text. A call. Use the Three-Touch Rule below.
Grace and persistence together. You show up for them — three times, three different ways. And then you hold the door open and trust God with the rest.
Start here. A text is low-stakes and easy to respond to. Keep it genuine — not a form message. Make it personal.
"Hey [Name] — we've missed you lately and I just wanted to check in. No pressure at all, just wanted you to know you're on my mind. Hope you're doing well."
If the text goes unanswered, call. A phone call says: you were worth picking up the phone for. Leave a voicemail if they don't answer — keep it short and warm.
"Hey, it's [your name] — just wanted to hear your voice and check in. No agenda. Give me a call when you get a chance. We miss you."
If the call goes unanswered, send a short email. Some people need a lower-pressure format. Keep it brief, warm, and without guilt.
"Hi [Name], I've tried to reach you a couple of times and I just want you to know — no pressure, no expectations. I care about you and I'm here when you're ready. The door is always open."
You've reached out with love three times. Now you give them space — and you keep the door open. This isn't the end of caring for them. It's trusting that God is at work in ways you can't see. Bring Elizabeth in at this point — not because you're done, but because more support is always better than less.
Bring in Elizabeth Farr. More support is always better than less — and this is exactly what Elizabeth is here for. You're not handing them off, you're adding to the care around them.
The app is your team health dashboard. Here's how to get the most out of it.
The app shows you the data. You provide the care.
Culture cards, conversation starters, and who to call. Reach for these when you need them.
One card at a time. Each one comes with a conversation starter — something to bring into a one-on-one, a group text, or a mid-week call. Culture isn't built on Sundays alone.
Culture is caught more than it is taught.
"Where have you seen this show up on our team? Where are we still growing into it?"
These happen Monday through Saturday. Handle them in the week — not on a Sunday morning.
Life got busy, they feel guilty, and now it's easier to avoid than to come back. The longer you wait, the harder it gets for them to return.
"Hey [Name] — we've missed you lately and I just wanted to check in. Is everything okay? No pressure at all — just wanted you to know you're on my mind."
Move to the Three-Touch Rule on the My Team page. Don't chase — pursue with grace.
Something is going on outside of Sunday. People rarely have bad attitudes about serving in isolation — dig before you correct.
"Hey — can I check in with you this week? I've noticed you've seemed a little off lately and I just want to make sure you're okay. Can we grab coffee or talk for a few minutes?"
"I care about you and I also need to protect our team culture. Can we talk about what's making this season hard?" Then loop in Elizabeth if needed.
They're still showing up but the energy is gone. Re-engaging someone is far easier than re-recruiting them. Act on the instinct early.
"I don't want to put words in your mouth — but I've noticed you haven't seemed quite like yourself lately. How are you really doing?"
Give them permission to take a break without guilt. A rested dreamer is worth far more than a burned-out one who disappears.
They said yes because a spot was available — not because it's where God wired them. They're faithful but not flourishing.
"I've been watching you serve and I genuinely appreciate your faithfulness. I also want to ask — do you feel like this is where you're most energized? I want to make sure you're in the right spot."
Connect them with Catherine to explore a different team. This is a gift — frame it that way.
You don't have to carry everything. Here's who to reach — and when.
Mental health, family crisis, loss, personal hardship — reach out to Tony Jones first. He's your pastoral care connection and he'll know how to help.
You've loved them well through three tries. Now bring Elizabeth in — not to hand them off, but to add more care around them together.
A conflict you can't resolve, a new dreamer who isn't landing, a transition, a team question, something that just doesn't feel right — Elizabeth and Catherine are both here for you. When in doubt, reach out to Elizabeth first.
Together we win. No coach leads alone.