Escalation and De-escalation Policy

We want to be clear when it is appropriate to escalate something to your manager. As a small team we need to make sure that we are taking responsibility for our tasks and doing everything we can to get them done independently. We realize that at times you may not have everything you need in order to complete a task or are dealing with an issue that needs attention from someone higher in the company.

We have written out a general guide for you so that you know when it's an appropriate time to escalate something to your manager.

To Escalate:

  • When a client is inconsolably angry
    • If there are significant issues of missed deadlines, incorrect invoices, projects gone wrong.
  • Invoicing
    • You have issues with invoicing that you can't fix with the client yourself and with the Director of Operations.
  • There is an issue you cannot fix
    • This may be if you are out of your element technically and need some help/advice to complete a task and you have exhausted all researching options for finding the answer yourself.
  • You need more information to complete a task.
    • If you aren't able to find information yourself after an exhaustive search.
  • When there is an unresolved conflict with another team member
    • If you have a conflict with a team member that you haven't been able to resolve with them directly its good to bring this to your manager to step in and mediate. If you both have two different mangers it would be good to bring in both managers.

De-escalate:

  • Information has already been provided
    • If all the information you need has been provided, or there is an easy outlet for searching to find the answer you should make sure to keep this on your plate.
  • When someone has not done due diligence to figure out an answer on their own
    • You need to exhaust all options for finding an answer before you bring a question to your manager.