The operators need the missing decisions, not another lecture about confidence. My sleeve-transfer handover covers a clean run, while an empty pocket or interruption means a call to me. How do I make the awkward cases part of the actual job definition?
Sit with a covering operator and take one empty-pocket case first. What information tells them whether it is planned, a missing sleeve or uncertain work after a stop? If the system doesn't retain that evidence, the controls owner needs to define the response before you can teach it. You can't hand over a decision whose answer only exists in your memory.
The walkthrough found no distinction between a planned unused pocket and one whose transfer was interrupted. Controls owns the retained-context and recovery design; the shift lead owns the interim call route. I've kept the handover supervised while those decisions are unfinished.