Documentation & Quick-Reference Guide Program

Business impact

Every system the team uses now has a findable, versioned procedure and a training module built from the same source, so onboarding and audits no longer depend on tribal knowledge.

Problem

Procedures were spread across unversioned files with inconsistent names, duplicates and no archive policy, and new systems went live without a matching guide or training.

Solution

A documentation program with one naming convention, a template-driven build pipeline and a rule that every rollout ships with its SOP, quick-reference guide and training module.

Results & highlights

• SOP naming convention and archive policy applied to the library (2026-07-09): versioned, title-cased names and an Archived SOPs folder instead of deletions
• 20 existing SOPs converted into Quick-Reference Guide documents with a reusable Python builder (2026-09-24); eight new SOP modules built straight into the training platform (2026-09-25)
• Retired the term 'Core Process' in favour of 'Quick-Reference Guide' across documents, Drive folders and the training app, with a data migration (2026-10-07)
• Recurring work documented end to end: call-recording scoring (SOP, guide and narrated video) and the agency handbook training (both 2026-10-08)
• Supporting assets: e-ink tablet library reorganization script (2026-09-29), multi-page client intake worksheet v2.0 (2026-09-29), portfolio publishing SOP (2026-09-25)

Competencies demonstrated

• SOP development: Naming convention, archive policy and 28 guides.
• Documentation automation: Python builders turn structured content into guides and training modules.
• Knowledge management: Terminology standardized across documents, folders and software with a migration.
• Training & development: Narrated videos and assessments shipped with each procedure.

Architecture