Purpose
Maintain a centralized, time-stamped, consistent, legally defensible, and retrievable record of VA performance, coaching, PIP, recognition, and termination-related documentation.
Approved Storage
Store records in the centralized operations drive using this mandatory structure:
/VA Operations/VA Personnel Files/[VA Last Name, First Name]/
01_Performance Scorecards
- 02_Coaching & Feedback
- 03_PIPs & Formal Warnings
- 04_Recognition & Wins
- 05_Termination (Restricted)
Do not store performance records in email, Slack, Teams chat, HubTasks/Worklenz comments, or personal folders.
Required Records and Naming
Save weekly or monthly scorecards, coaching notes, written warnings, PIPs, acknowledgements, termination initiation checklists, and final separation documents. Use:
YYYY-MM-DD_DocumentType_ShortDescription
Examples: 2026-02-03_Coaching_MissedDeadlines and 2026-02-10_PerformanceScorecard_Weekly.
Documentation Standards
Every record must include the date, author, author’s role, objective, factual observations, and clear expectations and outcomes. Avoid emotional or judgmental language, speculation, assumptions, or diagnoses; document what happened.
Access Control and Cadence
Director of VA Operations: full access
- SPMs: assigned VAs only
- Leadership: view-only as needed
- Termination folder: Director and Leadership only
Revoke access immediately upon separation. Update performance scorecards weekly or biweekly for high-risk/new roles and monthly for stable roles. Record coaching within 24 hours and termination-related documents the same day.Performance Scorecard
Rate each category Meets/Exceeds, Needs Attention, or Below Expectations:
Reliability and accountability
- Quality of work
- SOP adherence
- Communication
- Time and availability integrity
- Client impact, when client-facing
- Initiative and problem solving
Record an overall status of Strong Performer, Needs Coaching, or At Risk, plus wins, concerns, and whether coaching is required.
One Below Expectations rating triggers a coaching review. Two consecutive Needs Attention ratings in one category require coaching. No improvement after the coaching window requires Director review and may initiate a pre-termination coaching checklist.
Audit Rule
Before initiating termination, confirm that documentation shows expectations were communicated, support and coaching were provided, and the VA had a reasonable opportunity to improve. If documentation is incomplete, pause termination.