People will leave, knowledge should stay
You know the feeling all too well. A valued team member hands in their notice, and suddenly you’re in a race against the clock. You scramble to gather handover notes… missing bits here and there. That one vital spreadsheet? Still sitting quietly on their desktop, inaccessible. You cross your fingers and hope for the best.
In community focused organisation, this isn’t just an inconvenience - it’s a risk. When continuity is essential for clients’ well-being, losing important knowledge can cause real setbacks.
So, what are we actually losing?
It’s more than just documents or files. When people leave, you lose:
The clever rostering hacks nobody else knows about.
The subtle, unofficial ways a client prefers to be supported (the things that don’t make it into the client file but make all the difference).
Shortcuts and workarounds for clunky forms or systems that only insiders know.
Excel trackers that hold crucial info on funding or staffing.
And it’s not just the what… it’s the why. Why do you do things a certain way? Why does that approach work better for a particular client or process? That context is gold.
Start small; it will make a difference
Even if you’re not ready for a full knowledge management overhaul, you can start small and still make a huge difference. Here are some easy wins:
Create a shared folder named “How We Do It Here.” It’s simple, visible, and invites everyone to add their insights.
Ask staff to record a short weekly video: “Here’s what I did today and why.” A quick personal walkthrough beats a written note any day.
Use screenshots or checklists for tricky processes. Visual aids make it easier for others to follow without getting stuck.
Hold a 1:1 meeting with outgoing staff: Ask, “What do you wish you’d known when you started?” You’ll be surprised what gets uncovered.
Each of these steps builds a stronger safety net for your team’s knowledge — and for your clients.
Make it a team habit
Knowledge sharing shouldn’t feel like a chore piled on one person or small team. Instead, make it part of the culture:
Celebrate when someone documents a process: “Thanks for that note - it saved us oodles of time this week.”
Pair people up for regular process reviews. Two heads are always better than one.
Schedule quarterly “spring cleans” of shared drives so info doesn’t get lost in digital clutter.
People leaving is normal - yep, it happens everywhere. But the knowledge they carry doesn’t have to walk out the door with them.
When you’re ready for more
If you’re looking to take this further, even a simple knowledge management system can transform how your team stores and accesses information, without the scramble or guesswork. The right system helps keep everything organised, searchable, and shared seamlessly across your team, making transitions smoother and protecting the continuity your clients rely on.
Start small, be consistent, and watch your team’s shared wisdom grow, because holding onto what matters most is a habit you can build, one step at a time.
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