Tier 4 Escalation Handling
Tier 4 Escalations - (Immediate)
Tier 4 Escalations are the most critical and urgent, and carry the most risk for and to our providers, customers, patients, and the company.
If you encounter a Tier 4 escalation, ensure the following protocol is followed:
Escalate in Slack and immediately call AND text the Trust and Safety member on duty.
If you are unable to get a hold of the Trust and Safety member on duty, or are unsure who is currently working, call Michelle, and then Alison.
Continue calling until you get someone on the phone.
Send canned response per escalation chart.
Assign to the conversation to Trust and Safety Kustomer.
Apply "Tier 4 Escalation" tag to the ticket.
NOTE - The handoff is not complete until you have made contact with a Trust and Safety member.
T4 Escalation Categories
Escalations that fall into this category may include, but are not limited to…
Alleged Inappropriate Behavior
A report alleging intentional sexualized or inappropriate conduct, including intentional contact with a private area. This classification records the allegation and does not, by itself, state that the conduct was substantiated.
Alleged Inappropriate Contact
A report that contact during the massage caused discomfort or felt inappropriate, where intent has not been established. This may include discomfort with the manner or style of touch or reported accidental brushing near a private area, without an allegation or finding of intentional private-area contact.
Flagged Communication
A communication is identified for Trust and Safety review because its content may indicate inappropriate, boundary-crossing or otherwise prohibited conduct. The classification reflects the need for review and does not, by itself, establish a violation.