# Sample Process Map: Evaluation Intake

> Fictional, de-identified example for North Valley.

## Charter

- **Trigger:** District submits an evaluation-service request through the approved form.
- **End outcome:** A complete request is accepted, assigned, scheduled, and acknowledged with an owner and timeline.
- **Owner:** Clinical operations lead.
- **In scope:** Intake through assignment and acknowledgment.
- **Out of scope:** Professional evaluation decisions and report content.

## Current state

| Step | Swimlane | Action / decision | Typical touch | Typical wait | Problem |
| ---: | --- | --- | ---: | ---: | --- |
| 1 | District coordinator | Emails request and attachments | 15 min | 0 | Formats vary |
| 2 | Administrative coordinator | Re-enters request in tracker | 12 min | 1 day | Duplicate entry |
| 3 | Lead clinician | Checks completeness | 10 min | 2 days | No triage cadence |
| 4A | District coordinator | Supplies missing information | 15 min | 2–5 days | Missing-item message varies |
| 4B | Lead clinician | Determines skill and timeline need | 15 min | 1 day | Workload data is separate |
| 5 | Director | Approves routine assignment | 5 min | 1–2 days | Unnecessary bottleneck |
| 6 | Administrative coordinator | Notifies district and clinician | 10 min | 1 day | No standard acknowledgment |

Typical touch time is under 90 minutes, but cycle time can exceed eight business
days because of wait, rework, and director approval.

## Root problem

The process lacks one complete intake definition, a daily triage cadence, and
delegated assignment criteria. Email format and separate trackers create rework.

## Future state

| Step | Owner | Standard | Exception / escalation | Target |
| ---: | --- | --- | --- | ---: |
| 1 | District coordinator | Submit approved form with required fields through secure system | Urgent safety or legal issue follows emergency route | Same day |
| 2 | Administrative coordinator | Automated completeness check and human verification | Return one consolidated missing-item notice | 4 business hours |
| 3 | Clinical operations lead | Daily triage by timeline, skill, geography, and capacity | Escalate timeline risk, disputed scope, or contractor need | 1 business day |
| 4 | Clinical operations lead | Assign within delegated criteria | Director approves only exceptions above thresholds | Same day |
| 5 | Administrative coordinator | Send standard acknowledgment and update source system | Secure-channel failure escalates to technology | 4 business hours |

## Pilot and measures

- Pilot with fictional Alder and Brook workflows for four weeks.
- Median cycle time target: two business days or less.
- Complete-on-first-submission target: 85% or more.
- Reassignment rate target: below 5%.
- Privacy incidents: zero; use approved systems and minimum necessary access.
- Review owner: clinical operations lead, with weekly exception review.