Documentation
Question:
A manager wants to issue corrective action for an ongoing performance concern but cannot locate documentation showing the concern was previously communicated. What should they do?
A. Move forward because the concern is well known
B. Ask coworkers to confirm the issue
C. Pause and ensure coaching, communication, and documentation exist. Loop in HR support
D. Issue the corrective action anyway
Answer: C. Pause and ensure coaching, communication, and documentation exist
Documentation should show that expectations were communicated and the associate had an opportunity to improve.
Question:
An associate repeatedly arrives after their scheduled start time but remains within the grace period. What should the manager do?
A. Ignore it
B. Wait for a larger issue
C. Address the pattern and document the conversation
D. Change the schedule immediately
Answer: C
Patterns should be addressed early, before they become larger concerns.
A workplace injury appears minor and does not require medical attention. What should the manager do?
A. Wait to see if it gets worse
B. Document it only if treatment is needed
C. Report it through the appropriate process
D. Discuss it at the next meeting
Answer: C
Every workplace injury should be reported.
Question:
A manager is unsure how to proceed with a developing employee relations concern. Who should they contact first?
A. Payroll
B. Another manager
C. RM or RD
D. Resident Services
Answer: C
Regional leadership is the manager's first escalation point.
Question:
True or False: An associate must specifically request an "accommodation" before a manager should involve HR.
A. True
B. False
Answer: B
B. False
Question:
Why is documentation important?
A. It is only needed for termination
B. It replaces manager conversations
C. It supports fairness, accountability, consistency, and decision-making
D. HR requires it
Answer: C
Good documentation supports improvement and helps others understand what occurred later.
Question:
When addressing performance concerns, managers should:
A. Wait until multiple concerns accumulate
B. Address concerns as close to the occurrence as possible
C. Only address concerns when HR requests it
D. Discuss them with coworkers first
Answer: B
Timely feedback creates the greatest opportunity for improvement.
Question:
A technician repeatedly skips required PPE because they have completed the task many times before. What should a manager do?
A. Allow it
B. Wait until someone is injured
C. Address it immediately and reinforce expectations
D. Let another associate handle it
Answer: C
Experience does not replace safety requirements.
Question:
When should managers involve the RM or RD?
A. After making the decision
B. Only after corrective action is drafted
C. Early in the process when guidance is needed
D. Only when termination is recommended
Answer: C
Escalate early rather than after a decision is already made.
Question:
An associate asks for a permanent schedule adjustment because of a medical condition. What should the manager do first?
A. Approve it
B. Deny it
C. Involve the RM and HR before granting or denying
D. Ask coworkers
Answer: C
Managers should not independently approve or deny accommodation requests.
Question:
Which item should typically be included when documenting a coaching conversation?
A. Associate name only
B. Concern, associate response, expectation, and follow-up plan
C. Manager opinion
D. Team gossip
Answer: B
Documentation should focus on facts, expectations, and next steps.
Question:
Which approach best reflects manager responsibility when applying policy?
A. Treat similar situations differently
B. Avoid difficult conversations
C. Apply expectations consistently and escalate when unsure
D. Let each supervisor determine their own standards
Answer: C
Consistency builds trust and reduces organizational risk.
Question:
A resident key cannot be located during a daily audit. What should happen first?
A. Wait until tomorrow
B. Finish the audit and look later
C. Determine the key location and begin escalation
D. Replace the key immediately
Answer: C
Missing keys create an immediate resident security concern.
Question:
An associate assigned to emergency on-call duty does not answer a call. What should the manager evaluate?
A. Whether the resident complained
B. Whether another associate completed the work
C. Whether on-call expectations were followed
D. Whether the call occurred overnight
Answer: C
Focus on process compliance, facts, and documentation.
Question:
Which of the following statements could indicate an accommodation request, even if the associate does not use the word "accommodation"?
A. "I need next Friday off."
B. "Because of my medical condition, I'm having trouble standing for long periods."
C. "Can I switch shifts with a coworker?"
D. "I forgot my badge at home."
Answer: B
"Because of my medical condition, I'm having trouble standing for long periods."