escalation
Use to define incident tiers, response protocols, and stakeholder communications.
When & Why to Use This Skill
This Claude skill provides a comprehensive framework for managing community incidents and organizational escalations. It enables teams to define clear incident tiers, establish cross-functional ownership, and implement standardized response playbooks. By streamlining stakeholder communication and post-incident reviews, it ensures that sensitive situations—ranging from security breaches to policy violations—are handled with professional consistency and operational efficiency.
Use Cases
- 1. Community Crisis Management: Establishing clear escalation paths and response protocols for sensitive issues such as harassment, security threats, or major service outages.
- 2. Cross-Functional Response Coordination: Mapping specific ownership tiers across moderators, legal, PR, and executive sponsors to ensure rapid, aligned action during brand-impacting events.
- 3. Operational Governance & Audit: Utilizing standardized templates for incident logging and postmortems to identify root causes and improve long-term community safety and tooling.
| 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
- Tiering – classify incidents (info request, policy violation, critical escalation) with examples.
- Ownership – map responders per tier (moderators, comms, legal, security, exec sponsor).
- Response Playbooks – outline steps, messaging, approvals, and timelines per tier.
- Tooling & Evidence – define logging requirements, screenshots, data retention, and ticketing.
- 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-opsautomation for faster routing. - Keep response macros ready for common issues to ensure consistent tone.
- Conduct quarterly tabletop exercises to keep responders aligned.