Escalation Playbook
Route a concern to an accountable role and preserve context for the next decision.
Fictional Northstar Services example: start with the role closest to the issue, state its operational impact, and make the next owner explicit when it cannot be resolved at that level.
Example routing matrix
Role names and routes are illustrative; confirm the actual escalation path before use.
| Concern | First owner role | Include in the handoff | Next role if unresolved |
|---|---|---|---|
| Coverage gap affects a work area | Team Lead | Affected area, planned versus confirmed assignment, and next review point. | Shift Coordinator |
| Equipment observation needs follow-up | Area Lead | Equipment or area, observed condition, action taken, and open question. | Equipment Support Lead through the established route |
| Priority conflict affects shift coordination | Shift Coordinator | Competing priorities, affected work, and decision needed. | Operations Manager |
| Concern remains unresolved at the current level | Current accountable role | What was checked, current impact, and requested decision. | Operations Manager or locally designated role |
Raise and track a concern
-
1
State the issue and impact
Share what happened or remains open, which work area is affected, and what decision or follow-up is needed.
-
2
Contact the first owner role
Use the applicable route in the matrix or the organization’s established reporting process.
-
3
Confirm who owns the next action
If unresolved, identify the next role and pass along the observation, action taken, and follow-up point.
Escalation questions
What if some details are not yet known?
Share what is known, identify what is still being checked, and state who will provide the next update.
What if the first owner cannot resolve the concern?
Make the next owner role explicit and pass along the impact, actions already taken, and decision or follow-up needed.
What should a handoff record?
Record the concern, affected area, current observation, action taken, accountable role, and next follow-up point.