About escalation
A skill for preparing community teams to handle sensitive incidents and coordinate cross-functional responses. It provides incident tiers, ownership, response playbooks, evidence practices, and post-incident review templates.
Key features
- 01Incident tiers and examples
- 02Responder ownership by tier
- 03Response steps and approvals
- 04Evidence logging guidance
- 05Post-incident review templates
Use cases
- 01Preparing moderators for security or harassment reports
- 02Coordinating responses to customer-impacting incidents
- 03Reviewing incidents to improve governance
Install
Copy the command and run it in a terminal.
$
npx skills add https:/After installing, type/escalationin Claude Code to confirm it loaded.
Details
From the project READMECommunity 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.
Comments
Markdown supported