FS-DOC-03Operations
Process Runbook / SOP
Workplace Incident Reporting
[YourCompany.com] · HR Department · Prepared by FullSpec · [Today's Date]
This runbook is the day-to-day operating guide for the Workplace Incident Reporting automation. It tells your HR team exactly what the system does on its own, where a human decision is required, what to do when something goes wrong, and who to call for help. FullSpec built, tested, and monitors the automation end to end. Your team's role is limited to the single review and closure step described in Section 02.
01Process overview
The Workplace Incident Reporting process covers the full lifecycle of a workplace incident: from the moment an employee submits a report through severity classification, manager notification, investigation tracking, corrective action closure, and final record update. Before automation, an HR Coordinator spent roughly 160 minutes per incident manually logging records, emailing managers, creating Notion tasks, and chasing follow-ups. The automated process handles all of that immediately and consistently, leaving the HR Coordinator responsible only for reviewing serious incident flags and formally closing each record in Notion once corrective actions are confirmed complete. The business runs approximately 12 incidents per month, and the automation processes each one from submission to first notification in under two minutes.
Process name
Workplace Incident Reporting
Trigger
An employee submits the Google Form incident report
Final output
Closed incident row in Google Sheets, Notion investigation record completed, BambooHR updated (injury incidents), closure confirmation email sent to the reporter
Agents running
Incident Intake Agent, Notification and Escalation Agent, Investigation and Corrective Action Agent
Tools involved
Google Forms, Google Sheets, Slack, Notion, Gmail, BambooHR
Weekly volume
~3 incidents/week (12/month)
Human checkpoint
HR Coordinator reviews the Notion investigation record and marks the incident closed once corrective actions are confirmed
Process owner
[Your name] — HR Manager
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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 process. Once the investigation findings and corrective actions are recorded in Notion by the assigned manager, you (the HR Coordinator) open the Notion investigation page, review the findings, confirm all corrective actions are marked complete, and click the Close Incident button. The automation handles everything before and after that single action.
Step
What happens
Who acts
Type
1
An employee or witness fills in the Google Form, entering what happened, when, where, who was involved, and whether an injury occurred.
Employee
Human
2
The Incident Intake Agent reads the form response the moment it is submitted. It extracts all key fields, applies the severity classification rules (minor, moderate, or serious) based on the incident description and injury type, assigns a unique reference number, and writes a fully structured row to the incident register in Google Sheets.
Incident Intake Agent
Automated
3
The Notification and Escalation Agent reads the new Google Sheets row. It sends a Slack message to the relevant line manager's channel with the incident reference, severity level, and a plain-English summary. For any incident classified as serious, a separate direct Slack message is also sent to the Operations Director.
Notification and Escalation Agent
Automated
4
The Investigation and Corrective Action Agent creates a structured Notion investigation page for the incident. The page is pre-filled with the incident reference, severity, assigned manager, submission date, and an investigation deadline calculated automatically from the severity level. Fields for investigation findings and corrective actions are ready for the manager to complete.
Investigation and Corrective Action Agent
Automated
5
If the Notion investigation page has not been updated by the deadline, the automation sends a reminder email via Gmail to the assigned manager with a direct link to the Notion page. A second reminder fires if the page remains untouched 48 hours after the first. The Notification and Escalation Agent logs each reminder sent.
Investigation and Corrective Action Agent
Automated
6
For incidents flagged as involving an injury, the automation updates the employee's record in BambooHR with the incident date, type, and reference number. This step runs automatically once the incident row is confirmed in Google Sheets and does not require any action from HR.
Investigation and Corrective Action Agent
Automated
7
The HR Coordinator opens the Notion investigation page, reads the manager's findings, checks that every corrective action is marked complete, and clicks Close Incident. This is the only action your team needs to take in the standard process flow.
HR Coordinator
Human
8
Once the HR Coordinator closes the incident in Notion, the automation sends a closure confirmation email via Gmail to the employee who submitted the original report. It also updates the incident register row in Google Sheets to a Closed status, completing the audit trail.
Investigation and Corrective Action Agent
Automated
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03Handling exceptions
Situation
What the system does
What you do
Form submitted with missing required fields (for example, no incident date or no description entered)
The Incident Intake Agent detects the missing field and cannot complete severity classification. It writes a partial row to Google Sheets flagged as Incomplete and sends an automated email to the submitter asking them to resubmit with the missing information.
If the resubmission does not arrive within 24 hours, contact the employee directly using the contact details in the partial row. Once a complete submission is received, the full workflow restarts automatically.
A duplicate form submission is detected (same employee, same date, very similar description submitted twice)
The Incident Intake Agent checks for a matching reference within a 30-minute window. If a likely duplicate is found, the second submission is held and flagged as Possible Duplicate in Google Sheets rather than creating a second active incident record.
Review the flagged row in Google Sheets. If it is genuinely a duplicate, delete the held row. If it is a separate incident, open the row, remove the duplicate flag, and the workflow will continue automatically.
Severity classification is uncertain or the incident appears to be on the boundary between moderate and serious
The Incident Intake Agent classifies at the higher severity level when the description is ambiguous. The incident row is tagged Flagged for Review in Google Sheets and the HR Coordinator receives a direct Slack message asking them to confirm the classification before any escalation message is sent to the Operations Director.
Review the incident description in the Notion page or Google Sheets row. Confirm or adjust the severity by updating the classification field in Google Sheets. The Notification and Escalation Agent will then send the appropriate notifications.
Assigned manager does not respond to investigation reminders and the deadline passes with no update to Notion
The automation sends two timed reminder emails via Gmail, 24 hours apart. After the second reminder goes unanswered, the incident row is flagged as Overdue in Google Sheets and a Slack alert is sent to the HR Coordinator.
Contact the manager directly by phone or in person. If the manager is unavailable, reassign the investigation task in Notion to their line manager or deputy. Update the Notion page assignee field and the deadline will recalculate automatically.
BambooHR is unavailable when an injury incident is processed (API timeout or service outage)
The automation retries the BambooHR update three times at five-minute intervals. If all three attempts fail, the incident row in Google Sheets is flagged as BambooHR Update Pending and an error alert is sent to the HR Coordinator via Slack.
Log into BambooHR directly and update the employee record manually using the details in the Google Sheets incident row. Once done, mark the BambooHR Update Pending flag as Resolved in Google Sheets. If the outage persists, contact support@gofullspec.com.
The automation platform itself is unavailable and a new form submission is not processed
Google Forms continues to accept submissions and stores responses in the connected Google Sheet. Once the automation platform comes back online it processes any queued responses in order.
If you notice a submission has not triggered notifications after 30 minutes, check the Google Sheets incident register for a new row. If no row exists and the platform is confirmed down, contact support@gofullspec.com. Do not attempt to manually restart the automation.
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04Who to contact and when
Fill in the rows below once your team is confirmed. The FullSpec rows are fixed and ready to use from day one. Use this table as your first reference point whenever the process produces an unexpected result, a tool is unavailable, or you need to make a change to routing rules or notification settings.
Role
Name
How to reach them
HR Manager (process owner)
[Your name]
[Rep email]
Operations Director (serious incident escalation)
Tom Farrell
[Rep email]
HR Coordinator (day-to-day operation)
[Your name]
[Rep email]
BambooHR account admin (API credentials and account issues)
[Your name]
[Rep email]
FullSpec builder (automation changes, agent reconfigurations, routing updates)
FullSpec team
support@gofullspec.com
FullSpec support (errors, outages, unexpected behaviour, urgent issues)
FullSpec support
support@gofullspec.com
For any change to severity classification rules, escalation recipients, investigation deadlines, or Slack routing logic, contact FullSpec at support@gofullspec.com before making any edits yourself. Changes to these rules affect how every future incident is processed and must be tested before going live.
05Ongoing maintenance
Immediately when a team member changes role, leaves, or joins
Update the Slack channel routing rules and Notion assignee defaults so notifications reach the correct people. Contact FullSpec at support@gofullspec.com to update the escalation recipient list in the automation.
HR Manager + FullSpec
Whenever the incident classification categories or severity thresholds change
Send the updated classification rules to FullSpec at support@gofullspec.com. The Incident Intake Agent applies a fixed rule set and will misclassify incidents if the underlying logic is not updated to match your new categories.
HR Manager + FullSpec
Whenever the Google Form questions are edited or new fields are added
Notify FullSpec before making any changes to the Google Form. Field mapping changes in the form break the intake agent's ability to parse responses correctly. FullSpec will update the field mapping and retest before you publish the new form version.
HR Manager + FullSpec
Monthly spot-check (first working day of each month)
Open the Google Sheets incident register and confirm that all incidents from the prior month have a Closed status or a documented reason for remaining open. Check that no rows are stuck in Incomplete, Possible Duplicate, or BambooHR Update Pending status.
HR Coordinator
Monthly error log review
Review any Slack alerts or flagged rows from the past month. If the same error type has appeared more than twice, contact FullSpec so the underlying cause can be diagnosed and fixed rather than repeatedly handled manually.
HR Coordinator + FullSpec
Quarterly volume review
If incident volume increases significantly above 12 per month or drops to near zero, review whether the automation's reminder timing and escalation thresholds still fit your business. Share updated volume figures with FullSpec so capacity and logic can be adjusted if needed.
HR Manager + FullSpec
The single most common maintenance issue for this process is team member changes that are not reflected in the Slack routing rules. When a manager leaves or moves department without the routing list being updated, incident notifications go to the wrong person or to nobody. Update FullSpec the same day any relevant team change is confirmed.
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