The interviews

Session by session

Found in the room — knowledge that lived in people's heads

The audit writes it down, names its source, and builds the rule from it. This is what a questionnaire never catches.

• K1
  The provider-referral list is unwrittenwho currently accepts liens lives in one person’s memory — and it went stale twice last quartersource: intake paralegal · knowledge concentration
• K2
  Ordering the crash report is nobody’s named jobeveryone assumes someone else did it — case G sat four days unorderedsource: case manager · process gap
• K3
  Eight documents queue as one stack behind one attorneyper-document release would clear most of the waitsource: assigned attorney · bottleneck
• K4
  The 14-day PIP window is checked from memorynothing computes it from the crash date, and nothing watches itsource: case manager · deadline risk
• K5
  After-hours callers reach voicemailthe morning callback is first-come, not first-signedsource: managing partner · intake leak

What we did not collect

No client files, no medical-record contents, no privileged material — the audit reads how work moves, not what it says. The data-handling agreement signed before the deep dive governs everything above.