Support long-term success on the job
Bridge Program:
Business Challenge: Although new hires successfully completed onboarding, the transition into their permanent teams presented new challenges. At the time, each of the organization’s 12 operational teams managed the transition from onboarding to production differently, with some teams providing structured support while others had little to no transition process. This inconsistency created a performance gap and an increase in new hire resignations on teams with low levels of engagement and support.
Strategic Solution: For this project I partnered with operational leaders to design and implement the Bridge Program, a standardized two-week transition framework that provided every new hire with a consistent transition experience regardless of their assigned team. The program paired new employees with a high-performing Success Partner who provided structured observation, coaching, real-time feedback, and peer support while emphasizing independence and time management.
My Contribution: The development of the Bridge Program required more than designing a new onboarding process. Two previous transition programs had been implemented but were discontinued within a year because they were difficult to sustain operationally. While both programs included valuable ideas, neither adequately balanced learner support with the realities of production demands, service level agreements (SLAs), and the workload of tenured Care Advocates serving as mentors.
An additional challenge was aligning stakeholders across multiple departments. Operations and Quality had each sponsored previous initiatives and held differing perspectives on the best approach. Through data analysis, stakeholder collaboration, and business case development, I facilitated conversations that shifted the focus from individual program preferences to shared business objectives. By demonstrating the operational impact, identifying a sustainable support model, and designing a scalable framework, I helped build consensus around a solution that met the needs of both the business and new employees
Key responsibilities and accomplishments included:
- Conducted stakeholder meetings to evaluate previous transition programs and identify opportunities for improvement.
- Analyzed operational constraints, including SLA requirements and Success Partner workload, to develop a sustainable support model.
- Designed the Bridge Program framework and implementation strategy.
- Established the Success Partner role, responsibilities, and expectations.
- Created a structured two-week transition plan with progressive skill development.
- Developed observation checklists, coaching tools, readiness assessments, and supervisor checkpoints.
- Designed a standardized program that could be consistently implemented across all operational teams while remaining flexible enough to support individual team needs.
Key Deliverables: To support consistent implementation across all 12 teams, I developed a complete set of tools and resources for new hires, Success Partners, and supervisors, including:
- Bridge Program implementation guide
- Standardized two-week transition schedule
- Success Partner role and expectations
- Backup Success Partner process
- Daily observation and coaching checklist
- Structured reflection activities
- Supervisor checkpoint guides
- Caseload ramp plan
- Escalation and follow-up reference tools
- Time commitment and workload protections for Success Partners
These deliverables were designed to create consistency while also protecting operational capacity and making the program sustainable over time.
Business Value: The Bridge Program established a consistent transition experience across all operational teams, ensuring every new hire received the same level of structured support regardless of team assignment. By strengthening peer connections, reinforcing learning through coaching, and standardizing transition practices, the program improved the new hire experience, promoted team cohesion, supported retention efforts, and created a scalable framework for long-term employee success.
Key Takeaways: This project reinforced that onboarding doesn’t end when classroom training is complete. A consistent, structured transition into the workplace is essential for building confidence, strengthening team relationships, and supporting long-term performance. Standardizing the experience across all teams ensured that every new hire had an equitable opportunity to succeed while creating a sustainable support model for leaders and employees alike.
- Standardized the enterprise-wide post-onboarding transition
- Created a consistent experience for every new hire
- Strengthened peer support and team integration
- Established a scalable framework for long-term success
Brent Folio 