How Journeys work

A Journey is a set of steps that someone already successfully walked through. It’s not a checklist or a script. It’s encoded experience: the sequence that worked, the decision points that matter, the resources that actually close the gap.

When you open a Journey, you’re starting from somewhere real, not from scratch.

Every Journey is organized into phases. A phase groups related steps together and ends with a decision gate: a question you answer before moving to the next phase. The gate isn’t a barrier — it’s a check to make sure you and your client are ready to move forward.

Within each phase, you’ll find individual steps. Each step has a few standard pieces:

• What to do. A clear description of the action, who takes it, and what to watch for.
• Things to consider. A “Going Well” column (signs the step is working) and a “Where to Check In” column (signs you need to slow down or adjust).
• Resources. Specific organizations, programs, or contacts that can close the gap this step is addressing.
• Safety flags. When a step carries real risk (a document change that could expose someone, a deadline that has legal weight), a red flag appears at the top of the Journey. Read these before you start.
• Identity filters. Some Journeys let you filter by identity (rural origin, specific communities, etc.) so the steps and resources reflect who you’re actually working with.

From your dashboard, you have two ways in. Browse the library if you already know the category you need, or describe the situation and let Hub match.

Once you’re inside a Journey, scroll through the phases in order. Click any step to expand it and read the full content. You don’t have to work through every step in every Journey — open what fits, skip what doesn’t.

Tracking happens on the case, not on you personally. Open a Journey from the Journeys panel of a peer’s case (Workspace → Cases → pick one → click any attached Journey’s “Open →”). You’ll know you’re in workspace mode when the sticky bar at the top reads ← Back to case · {Peer} · {Journey}.

In that mode, the checkbox at the top right of each expanded step becomes interactive — check off steps as you complete them. Anyone else on the case sees the same checkmarks (it’s per-case, not per-person).

When the whole Journey is done, click Close out at the bottom. Optional notes get attached to the close-out for later. The Journey shows ✓ Closed out on the case panel and lands on your history.

Browsing a Journey *without* a case (commons mode) shows the same content but the checkboxes are disabled — the prompt is to attach it to a case first.

If there’s a Journey you return to regularly, click the star icon at the top right of the Journey detail page. It goes to your Favorites, available from the left nav under Your Work.