CS to VA Team Escalations

There are two Slack channels for escalating a ticket to the VA Relationship / Government Solutions team.

• #va-escalations-and-complaints

  • This one is used to notify the Government Solutions team of an upset veteran, or of a possible VA complaint, after it has been resolved from a CS perspective.

• #vamc-referral-coordination

  • This channel is used to arrange communications with facilities if there are issues with a referral being improperly assigned, if we cannot find it entirely, or things of that nature. Referral coordination efforts and requests should also be posted on this spreadsheet, so they are easier to track for Myra.

    • https://docs.google.com/spreadsheets/d/1LIKQ9fsvc1zPc4w6OuQOwL_-UrnOrIHiK44dtuJaBWc/edit?gid=0#gid=0

When posting an escalation/complaint FYI in #va-escalations-and-complaints, the Slack post should follow this format.

Veteran Name Referring Facility Referral Number LINK TO KUSTOMER THREAD Summary of Issues Actions Taken + Current Resolution Actions Needed