CMAA Work Readiness Component Learning Path • Module 4
Problem-Solving and Appropriate Escalation
Use a repeatable process to identify concerns, act within authority, document work, and complete safe handoffs.
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Learning outcomes
- Define a problem using observable facts.
- Select an action that remains within role and authority.
- Verify resolution and document the outcome.
Use the AimHigh five-step decision cycle
First identify the concern and immediate risk. Second confirm what you know and what remains unknown. Third choose the next authorized action. Fourth communicate and document the action. Fifth verify resolution or complete a safe handoff.
Key points
- Stop and escalate immediately when safety or privacy is at risk.
- Do not exceed your role to make the problem disappear.
- Record enough information for another authorized person to continue.
Solve the cause, not only the symptom
A temporary correction may restore the work, but preventing recurrence requires identifying why the gap occurred. Look for unclear instructions, missing information, process design, workload, training, or system issues. Recommend improvements through the appropriate channel.
Key points
- Distinguish immediate containment from long-term prevention.
- Test assumptions before acting.
- Close the loop with the person who reported or owns the issue.
Applied scenario
A record does not match the source
During a final check, you discover that a value in the work system does not match the approved source document. The difference could affect the next process.