FS-DOC-03Operations
Process Runbook / SOP
Training & Certification Tracking
[YourCompany.com] · HR Department · Prepared by FullSpec · [Today's Date]
This runbook is the day-to-day operating guide for the HR team managing the Training and Certification Tracking automation. It explains what the system does automatically, where your team stays in control, how to handle exceptions when they arise, and what routine maintenance keeps the process running cleanly. FullSpec builds, monitors, and maintains the automation end to end. Your team's role is limited to reviewing genuine escalations and keeping your contact list and certification rules current.
01Process overview
The Training and Certification Tracking automation runs continuously in the background, checking every active employee's certification expiry dates each day. When a certification is approaching its deadline, the system sends the employee a personalised reminder via Gmail and alerts their manager in Slack, without any action needed from HR. When an employee submits their renewed certificate through Typeform, the automation immediately files the document in Google Drive, updates the employee's BambooHR profile, and marks the record complete in the master Google Sheets log. The HR Coordinator only steps in when an employee remains non-compliant after the full 90, 60, and 30-day reminder sequence has run, turning a five-hour weekly burden into a focused exception review.
Process name
Training & Certification Tracking
Trigger
Daily scheduled scan: fires once per day and checks all active certification records for expiry dates within 90 days, or already past expiry
Final output
Certificate filed in Google Drive, BambooHR employee profile updated with new expiry date, and Google Sheets log marked complete — or an escalation flag raised for HR review
Agents running
Certification Monitor Agent (daily scan, tier classification, reminders); Renewal Intake and Filing Agent (Typeform submission processing, filing, HRIS update)
Tools involved
BambooHR, Google Sheets, Gmail, Slack, Typeform, Google Drive
Weekly volume
30 to 80 active certification records tracked; reminder and filing actions vary by week depending on expiry distribution
Human checkpoint
HR Coordinator reviews escalation cases for employees who have not responded after the 30-day reminder — this is the only step that requires human judgement
Process owner
HR Coordinator (day-to-day); HR Manager (compliance oversight and escalation decisions)
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02Step-by-step: what happens and who acts
What you actually need to do: There is one human step in this entire process. After the full reminder sequence (90-day, 60-day, and 30-day reminders) has been sent with no response from the employee, the system raises an escalation flag and notifies the HR Coordinator. At that point, you review the case and decide on the appropriate next action, which may be a direct conversation with the employee or their manager, a performance discussion, or a decision about continued role eligibility. Every other step in the list below is fully automated.
Step
What happens
Who acts
Type
1
Each day at a configured time, the automation platform triggers a full scan of all active employee certification records held in BambooHR and the Google Sheets tracking log, identifying every certification expiring within 90, 60, or 30 days, or already past its expiry date.
Automation platform
Automated
2
The Certification Monitor Agent reviews every flagged record, applies the correct reminder tier based on how many days remain until expiry, and prepares a personalised reminder payload for each employee, including their name, certification title, expiry date, and a link to the Typeform submission form.
Certification Monitor Agent
Automated
3
A reminder email is sent to the employee via Gmail. The message is personalised per tier: the 90-day email is informational, the 60-day email is a prompt to act, and the 30-day email carries an urgent tone and copies the employee's manager.
Gmail (automated)
Automated
4
A direct Slack message is sent to the employee's manager with the certification name, expiry date, and current reminder tier, so the manager is kept informed and can apply internal pressure if needed without HR having to chase them separately.
Slack (automated)
Automated
5
The automation writes a timestamped entry to the master Google Sheets log recording which tier of reminder was sent, the date, and the current status of that certification record, so the log is always up to date without any manual input.
Google Sheets (automated)
Automated
6
If the employee has still not responded after the 30-day reminder has been sent, the system raises an escalation flag in the tracking log and sends the HR Coordinator a notification. The HR Coordinator reviews the case and decides on the appropriate next step, which may include a direct conversation, a manager discussion, or a formal process. This is the only point in the workflow where a human decision is required.
HR Coordinator
Human
7
When the employee is ready to submit their renewed certificate, they complete the Typeform submission form, entering their employee ID, certification name, completion date, new expiry date, and uploading the certificate file. The Renewal Intake and Filing Agent detects the new submission immediately.
Renewal Intake and Filing Agent (Typeform trigger)
Automated
8
The Renewal Intake and Filing Agent validates that all required fields are present and that a file has been uploaded. It then saves the certificate to the correct named folder in Google Drive using a consistent naming convention based on the employee name and certification type, so the file is easy to locate at audit.
Renewal Intake and Filing Agent / Google Drive
Automated
9
BambooHR is updated automatically with the new certification completion date and next expiry date on the employee's profile. No manual data entry is required, and the HRIS record reflects the current status within seconds of the Typeform submission being received.
Renewal Intake and Filing Agent / BambooHR
Automated
10
The Google Sheets tracking log is updated to mark the certification as complete, recording the new completion date, the new expiry date, and the Drive file reference. The record is immediately visible to HR and the HR Manager without any manual update.
Google Sheets (automated)
Automated
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03Handling exceptions
Situation
What the system does
What you do
A Typeform submission arrives with a missing field (for example, no expiry date entered or no file attached)
The Renewal Intake and Filing Agent detects that a required field is absent and does not file the submission. It logs the incomplete submission in the Google Sheets tracking log with a status of 'Submission incomplete' and sends an automated follow-up email to the employee via Gmail listing exactly which fields are missing.
No immediate action needed. If the employee does not resubmit within two business days, the tracking log will show the incomplete flag. You can then contact the employee directly to prompt them to complete the form correctly.
A duplicate submission is received (the same employee submits the same certification twice)
The Renewal Intake and Filing Agent checks the tracking log for an existing 'complete' record with the same employee ID and certification name. If a duplicate is detected, the second submission is held and logged with a status of 'Duplicate pending review' rather than overwriting the existing record.
Review the duplicate entry in the tracking log. If the second submission contains a corrected document or updated expiry date, confirm which record to keep and notify the FullSpec team at support@gofullspec.com if the log needs manual correction. Otherwise, dismiss the duplicate.
An employee's record cannot be found in BambooHR when the agent attempts the HRIS update
The agent logs an error against that submission in Google Sheets with a status of 'BambooHR record not found' and skips the HRIS write step. The Drive filing still completes successfully so the certificate is not lost, but the BambooHR profile is not updated.
Check BambooHR to confirm whether the employee is still active and whether their employee ID matches the one entered in the Typeform form. If the record exists under a different ID, update the Typeform submission data and ask the FullSpec team to re-trigger the BambooHR update.
An employee does not respond to any of the 90, 60, and 30-day reminders (full non-response)
After the 30-day reminder is sent and logged without a corresponding Typeform submission, the system marks the record as 'Escalation: overdue' in the tracking log and sends the HR Coordinator an escalation notification via email and Slack.
Review the escalation. Decide whether to contact the employee directly, involve their manager, or begin a formal process. The system will not send further automated reminders after the escalation is raised. Update the tracking log with the outcome once the situation is resolved.
A manager does not respond to Slack notifications about their team member's overdue certification
The system does not chase the manager beyond the automated Slack message at each reminder tier. The escalation notification sent to the HR Coordinator includes the manager's name and the certification details, so you have the context needed to follow up.
Contact the manager directly once the escalation notification arrives. The escalation is your trigger to get involved. Document the outcome in the tracking log so the record reflects what action was taken and when.
BambooHR or Google Sheets is temporarily unavailable when the daily scan runs
The automation platform retries the connection up to three times over a 30-minute window. If the tool remains unavailable after all retries, the day's scan is skipped and an error notification is sent to the process owner's email. The scan resumes automatically the following day at the scheduled time.
Check the error notification and log in to the affected tool to confirm it is back online. If the outage lasts more than one business day, contact the FullSpec team at support@gofullspec.com so they can assess whether any certifications that should have been flagged that day need to be manually checked or whether a catch-up scan can be triggered.
04Who to contact and when
Fill in the rows marked with placeholders once your team is confirmed and the process is live. Keep this table current whenever roles change. The FullSpec rows are fixed and do not need to be edited.
Role
Name
How to reach them
HR Coordinator (process owner, escalation decisions)
[Your name]
[Rep email]
HR Manager (compliance oversight, leadership reporting)
[Your name]
[Rep email]
BambooHR system administrator (API credentials, custom field changes)
[Your name]
[Rep email]
Typeform form owner (form edits, logic updates, file upload settings)
[Your name]
[Rep email]
Google Drive folder owner (permission changes, folder structure updates)
[Your name]
[Rep email]
FullSpec builder (automation changes, agent configuration, integration updates)
FullSpec team
support@gofullspec.com
FullSpec support (errors, unexpected behaviour, tool outages affecting the automation)
FullSpec support
support@gofullspec.com
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05Ongoing maintenance
Whenever a new certification type is added or an existing one is retired
Update the Google Sheets tracking log to include the new certification name, renewal cycle, and reminder thresholds. Notify the FullSpec team so the Certification Monitor Agent's classification logic can be updated to recognise the new type and apply the correct tier rules.
HR Coordinator + FullSpec team
Whenever a reminder email template needs editing (wording, links, or tone changes)
Send the revised copy to the FullSpec team at support@gofullspec.com with clear notes on which tier the change applies to (90-day, 60-day, or 30-day). The FullSpec team will update the template in the automation platform and confirm when the change is live.
HR Coordinator requests; FullSpec team implements
Monthly spot-check (first week of each month)
Review the Google Sheets tracking log and confirm that reminder entries are being written correctly for certifications that should have been in a reminder tier that month. Check for any rows stuck on 'Submission incomplete' or 'BambooHR record not found' and resolve outstanding items.
HR Coordinator
Monthly error log review
The FullSpec team reviews the automation platform's error log each month and flags any recurring failures or tool connectivity issues to the HR Coordinator. If errors are increasing, the FullSpec team investigates root cause and communicates any action needed on your side.
FullSpec team (reports to HR Coordinator)
Whenever a team member changes role, leaves, or a new HR staff member joins
Update the contact table in Section 04 of this runbook. If the departing person was the process owner, a new owner must be confirmed before their last day. Notify the FullSpec team if any notification routing (Slack handles or Gmail addresses used in the automation) needs to be updated.
HR Manager + HR Coordinator
Quarterly volume review (every three months)
Compare the current number of active certifications being tracked against the original baseline of 30 to 80 records. If volume has grown significantly, review whether the daily scan timing and Google Sheets structure remain appropriate, and discuss any scaling needs with the FullSpec team.
HR Manager + FullSpec team
The most common maintenance issue for this process is BambooHR custom field drift. If a custom field used to store certification completion dates or expiry dates is renamed, deleted, or its data type is changed by a BambooHR administrator, the Renewal Intake and Filing Agent will fail to write back correctly and the HRIS records will fall out of sync. Before making any changes to BambooHR custom fields that relate to certifications, confirm with the FullSpec team at support@gofullspec.com that the automation mapping can be updated at the same time.
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