Our change champions are enthusiastic but overloaded. What should we adjust?

Unfunded change support roles

Give champions a clear scope, realistic time allocation, and access to decision makers. They can support peers and surface issues, but should not become an unpaid substitute for the support team or process owner. Reduce duties that compete with their normal work.

What to do now

Define the champion's responsibilities
Agree time allocation with line managers
Provide an escalation path and support materials
Review workload and unresolved feedback

Recommended action flow for unfunded change support roles: Define the champion's responsibilities then Agree time allocation with line managers then Provide an escalation path and support materials then Review workload and unresolved feedback. Escalate when champion responsibilities are harming delivery or their main role.

When to escalate

Escalate when

Champion responsibilities are harming delivery or their main role.

Who decides

The business process owner and change sponsor

Example

A department champion receives scheduled office hours instead of answering every issue all day.

Mistake to avoid

Assuming enthusiasm creates unlimited spare capacity.

Prevent a repeat

Measure successful use of the intended workflow and resolve recurring barriers instead of relying only on attendance or logins.

Suggested ApprovedFlow setup

Tasks
Documents
Resources

Assign role-specific readiness and feedback actions, keep reviewed job aids with the project, and record accepted operating responsibilities. See the platform