VA SERVICE TRAINING: ONE DECISION LESSON

Service and decision being taught:
Acceptable result and why it matters:
Current authoritative evidence:
Client-reserved decisions:

Demonstration case
Input supplied:
What the provider should notice:
Evidence checked before acting:
Decision rule and resulting action:
Reason an apparently plausible alternative is wrong:

New case for the provider
Change the facts without changing the principle:
Ask for their reasoning before execution:
Their evidence, decision and uncertainty:

Feedback
Specific decision that was right or missed:
Was the rule available and the input complete?
Corrected rule or missing source:

Retest
A different case, not the same answer repeated:
Result and reasoning:
Remaining gap: knowledge, skill, source, access, scope or authority:

Current lesson/SOP link:
Old conflicting reference retired:
What future change should trigger retraining:

Do not claim completion merely because a recording was watched.

Worked synthetic practice, not real customer data
Columns: Order reference | Reporting period | Status | Proposed treatment
TEST-A | Current period | Active | provider fills this
TEST-B | Current period | Cancelled | provider fills this
TEST-C | Current period | Under review | provider fills this
Approved rule: include Active; exclude Cancelled; any unrecognised status requires owner decision. A report with an unresolved record is not a complete final total.
Reviewer answer, remove before sharing the exercise: include TEST-A; exclude TEST-B; hold TEST-C with the missing rule identified. Change references and row order for a later retest.