The audit · document 02 of 07
Process map — the weekly paperwork, traced
How a week of delivered care becomes reviewed, official, filed documentation today — every time measured, nothing estimated from memory.
How this was traced
Median across the four measured cycles: 24 h 15 m of office hands-on work; a week filed 8 days after it ends. The full grid is in the appendix.
Four complete cycles replayed from the submission log and SharePoint’s filing timestamps; off-system steps — paper notes, calls, the Sunday reconstruction — timed live during shadowing; the 16-day worst week reconstructed from December’s records.
Where the 24 h 15 m goes
One typical week, as one bar. Each block is a step’s share of the office’s working time — the red blocks are pure re-typing and rebuilding, and they are almost half the total.
The eight steps
Owner, hands-on time, what it waits on, and where it breaks — step by step. Steps 1–2 are the workforce’s; steps 3–8 are the office’s.
The visits happen
DSPs care for participants at home — time, activities, assistance given, mileage. Most keep paper notes in the car between visits, to be turned into forms later.
Where it breaks: the record is made twice — once in the car, once on Sunday — and the second time is partly from memory.
Sunday-night submission
The week’s forms filled from the notes and submitted through the forms platform — or on paper for a few — by the Sunday 8 pm deadline.
Where it breaks: the deadline has no reminder and no teeth — a missing packet is invisible until someone notices it missing.
Monday intake & sorting
Platform submissions opened one by one, emailed PDFs saved, paper packets typed in, each logged in the tracker — and the who’s-missing list drafted.
Where it breaks: the missing list is a memory exercise (K1) — two workers were chased for packets they had already sent.
The chase
Calls and texts to the 18 workers whose packets are missing or incomplete, Monday through Wednesday, threaded between everything else the office does.
Where it breaks: chasing is nobody’s job description — it eats the coordinator’s week in ten-minute bites.
Re-key & reconcile
Hours and mileage typed again into the pay sheet and the billing sheet, then checked against a third spreadsheet holding each participant’s authorized weekly hours.
Where it breaks: triple entry is where typos enter — and the authorized-hours check happens after the care was already delivered (K2).
The review
Each packet read against the participant’s service plan and authorized hours: do the notes match the plan’s outcomes, do the times add up, is everything signed.
Where it breaks: errors found here are already a week old — and some outcomes being checked are no longer in the plan.
Correction round-trips
Fifteen packets a week go back to their workers — a missing signature, a thin outcome note, overlapping times — by phone and text. Corrected versions re-enter at step 03.
Where it breaks: a returned packet repeats the whole loop — intake, re-key, review — a second time.
The official form & filing
The state-format multi-page form rebuilt by hand from the pieces — data pasted in, signature pages attached, a PDF made per worker-week — then saved into SharePoint folders one by one and the tracker updated.
Where it breaks: three template versions circulate (K3), and hand-filing mis-files quietly — found only when someone goes looking.
Anatomy of the worst week — 16 days
December’s holiday week, reconstructed from the log and the filing timestamps. Not one big failure — small waits and one absence, stacked.
- Day 0The week ends into a holiday weekend. 29 packets missing at the deadline. Nothing moves for two days.
- Day 3The coordinator returns to a double pile — then goes home sick. The pile waits again.
- Day 5Intake and chase compressed into two days; 34 chase calls and texts.
- Day 8Corrections still trickling in. The pay run executes from the spreadsheet with six packets unverified — trued up a cycle later.
- Day 10The last packet arrives.
- Day 12The official PDFs rebuilt in one long sitting.
- Day 16Filing complete. Hands-on work across sixteen days: about 26 hours. Waiting: everything else.
The four weeks, measured
Office hands-on time, deadline performance, and elapsed days per cycle. Full per-step grid in the appendix.
| Week | Office hands-on | In by the deadline | Returned for correction | Week ends → all filed | Note |
|---|---|---|---|---|---|
| W1 | 23 h 00 m | 53 of 70 · 76% | 13 | 7 days | clean run |
| W2 | 24 h 15 m | 52 of 70 · 74% | 15 | 8 days | typical |
| W3 | 26 h 05 m | 49 of 70 · 70% | 17 | 9 days | mid-year plan updates hit the review |
| W4 | 24 h 10 m | 52 of 70 · 74% | 15 | 8 days | typical |
| Median | 24 h 15 m | 74% | 15 | 8 days |
Elapsed = the Sunday the week ends to the last packet reviewed, official, and filed. The 16-day December week above sits outside this measured stretch and is reported separately — medians are used throughout so it cannot distort the baseline.
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