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Playbooks let you document how your agency runs, train your team, and prove it during a survey. A playbook is a written procedure broken into steps. Staff work through it, tick off what they have done, and — where you require it — sign to acknowledge they have read and understood it.

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Who can use it

Everyone can read playbooks. Every authenticated user sees the module, regardless of role, module, or plan.
Playbooks are deliberately not gated by module. They are cross-functional procedures, so module gating would hide the billing playbook from a billing specialist who lacks operational permission.
Authoring — creating, editing, publishing, and archiving — is limited to these roles:
  • System Administrator
  • Organization Admin
  • Location Admin
  • Compliance Officer
  • Clinical Manager
  • Human Resources
  • Finance Manager
Office Staff, Client Coordinators, and EVV Maintenance staff can read every published playbook but cannot author.

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The three views

Procedures assigned to you, and how far through them you are.This is your working list. A playbook appears here when it is assigned to your role or to you personally.

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Categories

Playbooks are filed under one of eight categories:

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Scope and visibility

A playbook is scoped either organization-wide or to specific locations.
Authors see every location’s playbooks regardless of scope, because they need to maintain them.

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Step types

Each playbook is a sequence of steps. Six types are available:
Use Internal Link steps to point at the page where the work actually happens — the EVV exception queue, the authorization list. It turns the playbook from a document into a workflow.
Steps can be marked required, and can create a task when a reader reaches them.

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Limits

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Lifecycle

Playbooks move through three states: Publishing creates a numbered version. Acknowledgments are recorded against the version that was signed, so a later revision does not silently invalidate earlier sign-offs — and does not silently inherit them either.
Revising and republishing a playbook that requires acknowledgment produces a new version. Staff who acknowledged the previous version have not acknowledged the new one. Check your completion roll-up after any substantive revision.

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Progress and acknowledgment

Each reader’s progress is tracked individually: Where a playbook requires acknowledgment, the reader signs and their signature is stored with the date and the version acknowledged. Authors can see the organization-wide completion roll-up.
A signed acknowledgment against a dated version is exactly what a surveyor asks for when they want evidence that staff were trained on a procedure. Require acknowledgment on anything you would need to prove.

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Starter templates

OfficeRidge ships templates for the procedures most agencies need: Each arrives as a full step sequence you can adapt. Start from a template rather than a blank page — adapting is considerably faster than authoring, and the templates already reflect the sequence these procedures actually follow.

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Writing a playbook

1

Start from a template where one fits

Six of the most common agency procedures ship as templates.
2

Set the category and scope

Organization-wide unless the procedure genuinely differs by location.
3

Break the work into steps

One step per decision or action. Use Internal Link steps to point at the page where the work happens.
4

Decide whether to require acknowledgment

Require it for anything you would need to prove at survey.
5

Assign it

Assign by role so new hires in that role pick it up automatically, rather than by named user.
6

Publish

Until published, only authors can see it.
Assigning by role rather than by named user means the playbook reaches anyone who joins that role later. Assigning by user means updating the assignment every time someone new starts.

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Working through an assigned playbook

1

Open My Playbooks

Everything assigned to you, with your progress.
2

Work the steps in order

Tick off checklist items as you complete them.
3

Follow internal links to do the actual work

The playbook points at the page; the work happens there.
4

Sign the acknowledgment if required

This records that you read and understood the procedure, against the version you read.

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Troubleshooting

Survey preparation

What surveyors ask for, and how playbooks evidence it.

Training and competency

Formal training records and competency assessment.