How can I help a new hire understand who does what on the team?
Quick answer
Create a role-and-contact map organized around the new hire’s likely questions and tasks—not just a list of names. For each situation, record the first-contact role, what it handles, when to contact it, the approved contact route, and what context to include. Add a clear next step if ownership is unclear or the contact is unavailable. Confirm entries before sharing and make it easy to suggest updates.
The question, the details, the next step.
I’m onboarding a new hire and want them to know who handles what. How is a role-and-contact map different from a team directory?
A directory answers “Who is on the team?” A useful map answers “I have this kind of question or task—who should I approach, and what should I bring?”
Organize it around common work situations, such as getting access, checking a process, reviewing a draft, or resolving a handoff. Under each situation, identify the relevant role and contact route. That makes the map useful before the new hire knows everyone’s name or title.
Keep it focused on practical work contacts rather than every responsibility in the organization. Use role names where possible, and add a person’s name only after confirming they are the current contact.
What fields should I put in the map so it gives enough guidance without getting unwieldy?
Use one entry per kind of need, rather than one entry per employee. Include the situation, first-contact role, what that role handles, a cue for when to contact them, an approved contact route, and the context to include. Add a confirmed backup or a clear next step if the contact is unavailable or ownership is unclear.
For example, assuming your team has a project coordinator who routes incoming requests, an entry might say: “Request has no clear owner → Project coordinator → Helps route requests → Contact when work arrives without an owner → [approved team channel] → Include the request and desired timing → If ownership is still unclear, ask [manager role].” This is a sample structure, not an assumption about your team.
How do I make sure a new hire can use it in real situations, instead of treating it as a document to read once?
Walk through a few realistic, low-stakes scenarios during onboarding. Ask where the new hire would start, what they would include in a message, and what they would do if the map does not cover the situation. Their questions can reveal missing or ambiguous entries.
You can offer this message pattern:
“Hi [role or name]—I’m working on [task or situation]. I’ve tried [relevant step, if applicable], and I’m unsure about [specific question]. Could you point me to the right owner or next step? [Context, if appropriate.]”
Ask people named or assigned to roles to confirm their entries. Mark unconfirmed details as [to confirm]. Keep the unclear-ownership route visible so the new hire does not have to guess when responsibilities overlap.
Can you give me a compact template I can fill in and share?
Copy and adapt this template. Add situations the new hire is likely to encounter, and confirm contact routes and backup steps before sharing.
Team role-and-contact map
For each entry, fill in:
- Situation or task: [Common need]
- First contact: [Role; confirmed name if appropriate]
- What this contact handles: [Specific responsibility in this situation]
- When to contact them: [Recognition cue]
- Contact route: [Approved channel or location]
- Include this context: [Relevant details, request, or timing]
- If unclear or unavailable: [Confirmed backup or next step]
Example entry: “Request has no clear owner; first contact: [role]; handles: routing requests; contact when: an incoming request lacks an owner; route: [approved channel]; include: request and desired timing; if unclear: ask [manager role].”
Add a note such as: “Use this map to find a starting point. If a situation is missing or responsibilities overlap, ask [role] for guidance and suggest an update.” Name who maintains the map and include a review date.
A practical checklist
List common questions and work situations, not every team member.
For each situation, identify a first-contact role and what it handles.
Add a recognition cue, approved contact route, and useful context to include.
Provide a confirmed backup or next step for overlap, absence, or missing entries.
Confirm details with the people involved and mark unconfirmed items clearly.
Name who maintains the map and include a review date.
A few more useful answers
Should I include names or only role titles?
Use role titles to make responsibilities understandable, and add names only when the person and assignment are confirmed. If assignments change often, keep names easy to update.
What if two people seem responsible for the same question?
Show the likely first contact and a clear next step for resolving ownership, such as asking [manager role]. The new hire should not have to guess who to approach next.
How much detail should each entry contain?
Include enough for the new hire to recognize when to use it and make a useful first approach. Keep background and procedures out unless they are needed to identify the contact or next step.