The audit · document 01 of 07
The interviews
Four people run the weekly paperwork cycle. What we asked each one, and what it gave the audit — facts, not quotes.
4people interviewed
5sessions, recorded with consent
5 h 50 mspent listening
5unwritten rules captured
Session by session
The owner
initial interview · 60 minutes, video call
What we asked
- Where the agency loses time it can feel
- Volumes, staffing, and what the platform really costs
- What must never leave human hands
What it gave the audit
- The named pain: the weekly documentation cycle
- The three candidate processes and the agency’s cost estimates
- The owner’s requirement, recorded: own the workflow, end the $5,000-a-month dependency
Office coordinator
deep dive · 75 minutes + shadowing a Monday
What we asked
- Walk one real Monday end to end, live
- Who gets chased, how, and for what
- What a returned packet actually goes through
What it gave the audit
- Steps 3, 4, 6, 7 and 8 as they actually run
- The Monday missing-list rebuilt from memory and inbox scrolling
- Three versions of the official form circulating at once
Office manager
deep dive · 50 minutes
What we asked
- How hours become payroll and state billing
- Where authorized weekly hours are checked, and when
- What a billing correction costs when it happens
What it gave the audit
- Step 5 with its true times — the same fact typed three times
- Authorized-hours overruns surface after the week is worked
- Two billing corrections a quarter, each a multi-day unwind
Senior DSP
deep dive · 45 minutes, after shift
What we asked
- Walk one real week of visits and the Sunday that follows
- Where the paper notes live between visit and form
- What gets a packet bounced back, from the worker’s side
What it gave the audit
- Steps 1–2 as they actually run — notes in the car, forms from memory on Sunday
- The phone tag a returned packet costs a worker
- The worker’s side of it: about 45 minutes, every Sunday night
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.
- K1The Monday missing-list exists nowhererebuilt every week from memory and inbox scrolling — and wrong often enough that workers get chased for packets already sentsource: office coordinator · process gap
- K2Authorized weekly hours live in a side spreadsheetonly the office manager opens it — overruns surface after the care has been delivered, when the hours can no longer be billedsource: office manager · billing risk
- K3Three versions of the official form circulateone worker still submits a layout retired in 2024, and the office silently re-pastes it every weeksource: office coordinator · version drift
- K4Paper notes in the car, the week rebuilt Sunday nightfrom the notes where they’re good, from memory where they’re thinsource: senior DSP · record quality
- K5Plans change mid-year, the binder updates lateoutcome notes get written against outcomes that are no longer in the plansource: office coordinator · compliance drift
What we did not collect
No participant identities, no care-note contents, no medical information — the audit reads how documentation moves, not what it says. Packets were observed in the agency’s own systems and never copied out; the data-handling agreement signed before the deep dive governs everything above.
Prepared by /analog · part of the home-care case study.
open daily · 24/7 · +1 (786) 370-9416 · hello@slashanalog.com · privacy notice
open daily · 24/7 · +1 (786) 370-9416 · hello@slashanalog.com · privacy notice