Phase 1 — Offer Acceptance & HRIS Setup
• 1
  Confirm signed offer letter and start date

  Nothing downstream starts until the signed offer is on file — this is the trigger event for the entire process.

  HRIS intake
• 2
  Create the employee profile in PeopleHub

  Legal name, department, manager of record, and start date are entered exactly as they appear on the offer letter.

  PeopleHub
• 3
  Assign the employee to the correct role template

  The role template determines every downstream system-access and equipment decision — get it wrong here and every later step inherits the error.

  PeopleHub
• 4
  Route the new-hire packet for required signatures

  Tax forms, direct deposit, and policy acknowledgments are sent as one packet, not five separate emails.

  PeopleHub — Packet
• 5
  Confirm packet completion before submitting the IT ticket

  IT provisioning should never start against an incomplete HR record.

  PeopleHub — Packet
Phase 2 — IT Provisioning
• 6
  Submit the IT provisioning ticket

  Ticket includes role, department, and required system access — submitted the moment the offer is confirmed, not the week the person starts.

  ServiceDesk
• 7
  Provision core accounts (email, SSO, core systems)

  Access follows the standard role template unless the hiring manager has specifically requested an exception.

  ServiceDesk — Provisioning
• 8
  Request any role-specific system access outside the template

  Exceptions are logged individually so the template itself doesn't quietly drift over time.

  ServiceDesk — Exception request
• 9
  Ship or stage equipment for day one

  Laptop and any role-specific equipment are staged to arrive before the start date, not ordered on it.

  Equipment logistics
• 10
  Confirm all access is verified before day one

  A checklist confirms every system on the role template is actually accessible — not just requested.

  ServiceDesk — Verification
Phase 3 — Manager & Team Introduction
• 11
  Schedule the manager's day-one welcome meeting

  This is the new hire's first real impression of the team — it's scheduled, not left to chance.

  Calendar invite
• 12
  Assign an onboarding buddy from the team

  A peer contact who isn't the manager gives the new hire someone low-stakes to ask questions.

  Buddy assignment
• 13
  Share the first-week schedule with the new hire in advance

  A visible plan for the first week reduces first-day anxiety and signals the team is prepared.

  First-week schedule
• 14
  Schedule first-week check-in with HR

  A short, standing check-in catches onboarding issues in week one instead of at the 90-day mark.

  HR check-in
Phase 4 — 30/60/90 Check-Ins
• 15
  Schedule the 30-day check-in

  Focused on early friction points: system access, team integration, and role clarity.

  30-day check-in
• 16
  Schedule the 60-day check-in

  Focused on performance trajectory and whether initial goals are still the right ones.

  60-day check-in
• 17
  Schedule the 90-day check-in and close the onboarding record

  Formal close of the onboarding process — outstanding items are handed off to the manager for ongoing ownership.

  90-day check-in

Standardized communications used at each stage of onboarding. Fill in bracketed fields with the specifics for each new hire.

Every new hire sits at the center of five working relationships from day one. This map shows who they are, what each relationship provides, and how it's initiated — a companion to the swimlane map's process view.

Phase 1 — Injury Report & Trainer Assessment
• 1
  Receive the injury report from practice or game-day staff

  Injuries are reported the moment they happen — from the field, the court, or the training room — never held until end of day.

  Sideline report
• 2
  Perform the initial athletic trainer assessment

  Document the mechanism of injury, the body part affected, and the athlete's own description of what happened, before any diagnosis is assumed.

  AthleteTrack
• 3
  Classify severity and determine if same-day return is possible

  Minor / Day-to-Day / Multi-Week / Season — this classification drives who gets notified next and how urgently.

  Decision guide
• 4
  Log the initial assessment in AthleteTrack before leaving the field or court

  Documentation happens in real time, not reconstructed later from memory once the trainer is back in the office.

  AthleteTrack
Phase 2 — Medical Referral & Documentation
• 5
  Refer to the team physician if the injury exceeds trainer scope

  Any injury beyond basic first aid or a day-to-day soft tissue issue goes to the team physician the same day.

  AthleteTrack — Referral
• 6
  Schedule imaging if the physician orders it

  Requests are sent directly to the imaging partner network with the athlete's demographics and the exact study ordered.

  Imaging Partner Network
• 7
  Log the diagnosis and treatment plan in AthleteTrack

  Diagnosis, expected recovery timeline, and treatment plan are recorded the same day they're determined — not reconstructed later from memory.

  AthleteTrack
• 8
  Attach all imaging results and physician notes to the athlete's record

  Every document lives in one record, so any trainer or physician covering the team has the full picture.

  AthleteTrack — Documents
Phase 3 — Return-to-Play Tracking
• 9
  Set the return-to-play criteria with the physician

  Criteria are specific and observable — not “when he feels ready,” but defined benchmarks the athlete must clear.

  AthleteTrack — RTP criteria
• 10
  Track progress against criteria at each check-in

  Every check-in is logged against the criteria set, so progress — or a lack of it — is visible over time, not just at the final clearance.

  AthleteTrack — RTP tracking
• 11
  Flag any check-in where progress has stalled

  A stalled case gets escalated back to the physician rather than continuing on the standard check-in cadence.

  AthleteTrack — RTP tracking
• 12
  Obtain final clearance sign-off from the team physician

  No athlete returns to full participation without a documented, signed clearance on file.

  Physician sign-off
Phase 4 — Staff Communication
• 13
  Notify coaching staff of participation status

  Coaching staff gets a same-day update any time an athlete's participation status changes — not just at the start of the week.

  Status update
• 14
  Notify front office / risk management for any multi-week or season-ending injury

  Anything beyond day-to-day status gets visibility above the training room — this is where risk exposure and roster planning intersect.

  Front office notification

Phase 1 — Intake & Triage
• 1
  Receive injury notification

  Notification arrives from the district's occupational health partner or directly from a supervisor. Every notification is treated as a potential claim until ruled out.

  Email intake
• 2
  Verify the injury report is signed by employee and supervisor

  Confirm both signatures are present. If the report is incomplete, proceed with available data and flag it for follow-up rather than waiting.

  Injury report form
• 3
  Determine claim type using the decision guide

  Report Only (notification only, no treatment), Medical Only (treated, no lost time), or Indemnity (lost time) — each has different reserve and filing requirements.

  Decision guide
• 4
  Look up the employee's role and supervisor in the HR system

  Confirm job title, work location, and supervisor of record before creating the claim.

  HR system
• 5
  Request any missing information from the employee and supervisor

  A single, clear request covering everything still needed is sent immediately — not one follow-up email per missing item.

  Email — information request
Phase 2 — Claim Creation
• 6
  Create the new claim in ClaimTrack

  Enter date of occurrence, jurisdiction, and a detailed description of the incident copied directly from the injury report.

  ClaimTrack
• 7
  Select injury type and body part(s)

  Where more than one injury type or body part applies, use the multiple-selection option rather than picking only the first one listed.

  ClaimTrack
• 8
  Set the initial reserve by claim type

  Medical Only claims open at a standard starting reserve; Indemnity claims open with both a medical and an indemnity reserve, with the disability type recorded.

  ClaimTrack — Reserve
• 9
  Log all correspondence in the claim notes

  Every email or call related to the claim gets copied into the claim's notes — this is what protects the district if the claim is ever escalated or disputed.

  ClaimTrack — Notes
• 10
  Upload supporting documents

  Injury report, medical records, and any incident photos or witness statements are attached directly to the claim record.

  ClaimTrack — Documents
Phase 3 — State Filing
• 11
  Search for a duplicate claim before filing with the state

  The state system will reject or queue a filing that matches an existing claim — always check first.

  State Workers' Compensation Board Portal
• 12
  File the First Report of Injury with the state

  Complete every required field exactly as documented in the claim record. Mismatches between the internal claim and the state filing create delays later.

  State Workers' Compensation Board Portal
• 13
  Record the state-issued claim number on the internal claim

  This number is the reference point for every future call, payment, or audit tied to the claim.

  ClaimTrack
• 14
  Set a follow-up reminder if the filing is placed in review

  A filing that's queued for state review doesn't resolve itself — set an explicit date to check back rather than waiting on notification.

  Follow-up tracking
Phase 4 — Close-Out & Communication
• 15
  Send the employee a plain-language claim summary

  Most confusion in workers' compensation comes from employees not understanding what was filed on their behalf. A short summary prevents most follow-up calls.

  Email template
• 16
  Confirm return-to-work status with the supervisor

  If the employee has restrictions, the supervisor needs to know before the employee's next scheduled shift — not after.

  Supervisor communication
• 17
  Set a follow-up reminder if any information is still outstanding

  Missing information doesn't resolve itself — a claim with an open item needs an owner and a date to check back.

  Follow-up tracking

Phase 1 — Read & Route the Referral
• 1
  Read the referral in full before responding to anyone

  Confirm exactly what is being requested — the study or service, the body part(s), and any special accommodation needed — before choosing a path.

  Referral intake
• 2
  If the referral is unclear, contact the referring provider before proceeding

  Call or email the referring partner for clarification rather than guessing or forwarding an incomplete request.

  Phone / email
• 3
  Identify the referral type to determine routing

  Every referral is one of three types: imaging, specialist consult, or therapy — each has its own routing rule.

  Routing guide
• 4
  Confirm the employee's claim is active before proceeding

  A referral tied to a closed or inactive claim gets escalated back to the case coordinator rather than processed as normal.

  Case record
Phase 2 — Imaging Referrals
• 5
  Route standard imaging requests to the Imaging Partner Network

  Email the request with the exact study ordered and the employee's demographics.

  Imaging Partner Network
• 6
  Route open-unit or accommodation imaging requests separately

  When a standard unit isn't appropriate — claustrophobia, size accommodation — use the Open Unit request path.

  Imaging Partner Network — Open Unit
• 7
  Confirm the appointment and log it on the case record

  Once scheduled, the appointment date and location are logged so the employee can be notified.

  Case record
• 8
  Follow up if no confirmation is received within two business days

  Imaging requests don't always get acknowledged automatically — a two-day rule prevents a request from silently stalling.

  Follow-up tracking
Phase 3 — Specialist Referrals
• 9
  Check whether the specialist network has a location near the employee

  Call the number on the referral or email the specialist network partner before approving.

  Specialist Network Partner
• 10
  Approve directly by replying if a nearby location exists

  A short reply confirming approval is sufficient — no separate form required.

  Reply to referral
• 11
  Route to the broader specialist network if no nearby location exists

  When the original specialist has no convenient location, the case routes to the broader partner network instead.

  Specialist Network Partner
• 12
  Log the approval or routing decision on the case record

  Every referral decision — approved directly or routed elsewhere — is recorded so the reasoning is visible later.

  Case record
Phase 4 — Therapy Referrals (Decline & Reroute)
• 13
  Know the standing rule: the district requires in-person therapy

  The Occupational Health Partner offers telemedicine-only therapy; district policy requires in-person care.

  Standing policy
• 14
  Reply to the Occupational Health Partner declining the telemedicine referral

  The decline is sent back explicitly — it is not simply ignored or silently rerouted.

  Reply — decline
• 15
  Send a new referral to the in-person Therapy Partner

  A new email, with the original referral attached, requests in-person scheduling.

  Therapy Partner
• 16
  Confirm the in-person appointment was scheduled

  The loop isn't closed until confirmation comes back from the Therapy Partner — a sent referral is not the same as a scheduled visit.

  Therapy Partner — confirmation

Illustrative templates — fill in bracketed fields with the specifics from the referral. Fictional partner contacts shown for format only.

Phase 1 — Pre-Enrollment Setup
• 1
  Confirm plan rates and carrier files are finalized

  Nothing opens to employees until carrier rate confirmations and plan documents are locked for the new plan year.

  Carrier Partner
• 2
  Load plan options into the enrollment platform

  Every plan, tier, and rate is verified in the system before the window opens — not corrected after employees start enrolling.

  Enrollment platform
• 3
  Test the enrollment flow end to end before publishing

  A test enrollment catches configuration errors before an employee does.

  Enrollment platform — test
• 4
  Publish enrollment communications to all employees

  Announcement includes the window dates, what's changing this year, and where to get help.

  Employee communication
Phase 2 — Enrollment Window Management
• 5
  Monitor enrollment completion daily

  Daily tracking identifies employees who haven't started, not just those who hit errors.

  Enrollment platform
• 6
  Send reminder communications at the midpoint and one week before close

  Two reminders, not one — the midpoint reminder catches procrastinators early enough to still get help.

  Employee communication
• 7
  Resolve enrollment errors as they're flagged

  An error flagged mid-window gets same-week resolution, not a backlog at close.

  Enrollment platform
• 8
  Escalate any employee who hasn't started by the one-week mark

  A direct outreach — not just a broadcast reminder — for anyone still not started a week before close.

  Employee outreach
Phase 3 — Processing & Payroll Handoff
• 9
  Close the enrollment window and lock elections

  Once closed, changes require a qualifying life event — this is communicated clearly before the window closes.

  Enrollment platform
• 10
  Run a first-pass reconciliation against carrier files mid-window

  Checking elections against carrier files before close, not just after, catches discrepancies while there's still time to fix them.

  Carrier Partner
• 11
  Run the final reconciliation after close

  Every election is checked against what the carrier will actually load — discrepancies are resolved before the effective date, not after.

  Carrier Partner
• 12
  Submit the payroll deduction file

  Deduction file must be submitted ahead of the payroll lock date to take effect for the new plan year.

  Payroll
• 13
  Confirm the effective date with all employees

  A confirmation communication closes the loop — every employee should know their new coverage is active before their first paycheck reflects it.

  Employee communication
Phase 4 — Qualifying Life Events (Year-Round)
• 14
  Verify the event qualifies and falls within the 30-day window

  Marriage, birth, loss of other coverage, and similar events qualify — verify the event type and the date against the window before processing.

  QLE intake
• 15
  Collect the required documentation for the specific event type

  Documentation requirements differ by event type — a checklist per type keeps processing consistent.

  QLE documentation
• 16
  Process the mid-year election change and notify payroll

  Once documentation is confirmed, the change is entered and payroll is notified in the same cycle.

  Enrollment platform · Payroll