I feel like there is a fine line between people like this and people who insist that documentation exists.

For me, maybe I know what the procedure is because I've done it a thousand times but it's still not written down step by step so what I know in my head is worthless once I leave the job for whatever reason [death, better deal, retirement, &c].

On the other hand, the person doing the job could just be sub-par. I'm not sure what there can be done about that.