Support provision escalation rule maintenance overview

All tenant-focused welfare activities, advocacy initiatives and tailored programmes that constitute the creation of a support provision case can be service level driven and form an integral part of a wider Service Level Agreement (SLA). Within the support provision case management process there are three key components of SLA compliance tracking: amber warning period, follow-on escalation and target completion exceeded. In order to monitor compliance, individual SLA targets can be linked to the discrete tasks that are associated with a support provision case, as well as the overarching classification. Once an SLA indicator is reached, the system can be configured to dispatch an automatic alert to one or more user accounts, notifying them of the situation; the next stage in proceedings can also be controlled through a follow-on rule i.e. the actions to be undertaken in the instance where an escalated case or task is still outstanding after a defined period. Achieved through the creation of support provision escalation rules, these automatic alerts can be defined for any combination of companies, roles and individual user accounts, at the discretion of the housing organisation. For example, a support provision escalation rule might be linked to a system role entitled 'Tenant Engagement Coordinator' and comprising several users, all of whom need to be alerted when a specific task within a support provision case reaches its amber warning period (the advance warning of an imminent target completion date). Once an alert is routed to that escalation group, all users will receive the same notification by virtue of their membership to the linked role. In general, where a support provision escalation rule links to a role, all members of that role will be alerted; conversely where individual members are associated with a support provision escalation rule, notification will be restricted to those members only.

Separate help articles have been created for each key aspect of support provision escalation rule maintenance, including:

• To create a new support provision escalation rule
• To add a role to a support provision escalation rule
• To add a user to a support provision escalation rule

In addition, separate help articles focus on the creation of users and role memberships, specifically:

• To create a new user account
• To create a new role
• To assign a role to a user account