Triage member requests
Capture the member’s desired outcome, assess urgency and sensitivity, and route the request to an accountable owner with enough context to avoid unnecessary repetition.
| Field | Value |
|---|---|
| Business area | member-service |
| Primary role | community-coordinator-front-desk |
| Frequency | continuous |
| Privacy sensitivity | high |
| Security sensitivity | medium |
| Compliance review | not normally required |
Trigger and handoff
Trigger: A member raises a question, request, complaint, or service problem through any supported channel.
Inputs
- Member account context
- Member-provided description
- Service ownership and severity rules
Outputs
- Categorized request
- Named owner and response target
- Immediate escalation where required
Current manual methods
- Shared inbox
- Direct messages
- Verbal promises
Human judgment and approvals
-
Recognize safety
-
accessibility
-
vulnerability
-
or relationship context
-
Clarify the actual outcome sought
-
Approval: Duty manager accepts high-severity escalation and any service workaround outside policy
Failure modes
- Request is routed by keyword but misses urgency
- Member repeats sensitive facts to multiple staff
Success metrics
- Requests reach the correct owner first time
- Members receive a clear acknowledgment and next step