Not every disagreement about process needs sixty files. If intake and decision staff tell conflicting stories about the same application type, put them in a room with a large sheet and a facilitator. The Pathway Mapping Session exists for that moment.
The map will be imperfect. That is fine. Its job is to surface the invented steps — the ones that appear in conversation but not in the desk guide — and the forgotten ones that appear in the guide but not in anyone’s week. Once those are visible, a unit can decide whether a full Resolution Path Review is warranted.
We decline mapping sessions when leadership wants “proof” without listening to staff. Paper alone cannot settle that. In those cases we say so and recommend a case sample first, so the conversation starts from files rather than from competing memories.