Participant Support System Checklist
Assess whether the participant support system has self-service, guidance, decision support, escalation, communication strategy, feedback loop, and multi-channel support.
Purpose
Assess whether the participant support system has self-service, guidance, decision support, escalation, communication strategy, feedback loop, and multi-channel support.
When to use
Use before launch, during renewal, after support volume spikes, or when the employee support model needs review.
Who should use this
Employee experience owner, HR, operations lead, advisor, support manager, or HRB designee.
Review boundary
This checklist evaluates support structure. It does not assign legal, tax, Medicare, carrier, or compliance responsibility unless separately documented.
Resource sections
Self-service resources
- Core FAQs, guides, and links are identified.
- Source/version ownership is known.
- Unsupported questions are routed.
Guided support
- Human support lane is identified.
- Support boundaries and safe language are clear.
- Escalation path is known.
Licensed plan support
- Licensed support needs are identified.
- Plan recommendation boundaries are clear.
- Broker/advisor lane is documented.
Reimbursement support
- Substantiation, reimbursement, denial, and correction support is defined.
- Payment-risk escalation is known.
- Evidence location is identified.
Escalation paths
- Escalation protocol is linked.
- Owners are named.
- Review triggers are clear.
Communication cadence
- Launch, reminder, renewal, and issue communications are planned.
- Template/source ownership is known.
- Delivery evidence path is defined.
Human touch points
- High-emotion or high-complexity moments are identified.
- Human review and relationship ownership are clear.
- Follow-up is retained.
Privacy and authorization boundaries
- Privacy/authorization reminders are documented.
- Sensitive information is not over-collected.
- Vendor/employer policy boundaries are followed.
Feedback loop
- Recurring issues are routed to improvement log.
- Support metrics or issue patterns are reviewed.
- Owner for updates is named.
Evidence retention
- Support model checklist, owner/escalation map, communication list, privacy reminders, feedback notes, and evidence location are retained.
- Export or print is stored.
- Related resources are linked.
Evidence to retain
- Support model checklist - Retain with the audit file, evidence map, or review record as applicable.
- Owner and escalation map - Retain with the audit file, evidence map, or review record as applicable.
- Communication resource list - Retain with the audit file, evidence map, or review record as applicable.
- Privacy/authorization reminder - Retain with the audit file, evidence map, or review record as applicable.
- Feedback or improvement notes - Retain with the audit file, evidence map, or review record as applicable.
- Evidence location - Retain with the audit file, evidence map, or review record as applicable.
Evidence is not saved in this static version. Assign an owner, repeat the process consistently, review exceptions, explain the rationale, and retain copies in the employer file or local project record.
Print, Copy, or Export This Resource
No database records or server-side files are created. Use these browser-only actions to retain a local copy.
This checklist evaluates support structure. It does not assign legal, tax, Medicare, carrier, or compliance responsibility unless separately documented.