/escalation

name: escalation
description: Use to define incident tiers, response protocols, and stakeholder communications.

Community Escalation Framework Skill

When to Use

• Preparing moderators for sensitive situations (security issues, harassment, outages, leaks).
• Coordinating cross-functional response when community incidents impact customers or brand.
• Reviewing past incidents to tighten governance and tooling.

Framework

1. **Tiering** – classify incidents (info request, policy violation, critical escalation) with examples. 2. **Ownership** – map responders per tier (moderators, comms, legal, security, exec sponsor). 3. **Response Playbooks** – outline steps, messaging, approvals, and timelines per tier. 4. **Tooling & Evidence** – define logging requirements, screenshots, data retention, and ticketing. 5. **Post-incident Review** – document root cause, remediation, and preventive actions.

Templates

• Escalation matrix (tier → trigger → primary owner → backup → SLA).
• Incident log form with fields for context, actions, and status.
• Postmortem template (summary, timeline, impact, actions, follow-ups).

Tips

• Tie escalation flows into `community-ops` automation for faster routing.
• Keep response macros ready for common issues to ensure consistent tone.
• Conduct quarterly tabletop exercises to keep responders aligned.

---