The Escalated Cards feature enables seamless upward and downward communication of issues within an organization, aligning with the tiered huddle structure. Frontline teams can escalate challenges they encounter to higher leadership levels for resolution, while leadership can provide updates or de-escalate issues as needed, ensuring continuous feedback loops.
Board Relationships
To utilize Card Escalation effectively, clear board relationships have to be established within LENS.
Defining Relationships: Each LENS board can designate one board to escalate cards to. The receiving LENS board can designate multiple boards to receive cards from, facilitating structured escalation paths.
Board relationships are created and managed by LENS Support. To modify a board relationship, a designated system decision-maker or authorized representative must submit a request to our support team at LENSsupport@safeandreliablecare.com.
Escalating Cards
When a board is linked to a receiving board, LENS board managers gain the capability to escalate cards in the three-dot menu
Receiving and Managing Escalated Cards
Placement: An escalated card will appear in the default list of the receiving board and adhere to the board's standard workflow. The originating team can locate the escalated card in the Escalated Cards Sidebar on the Voice Page
Identification: A red hand wave icon indicates an escalated card.
Transparency: The escalation path is visible within the card details, fostering clarity on its journey.
Leaders can address the issue, further escalate it, or de-escalate it back to the originating team if deemed appropriate.
Benefits of Card Escalation
Implementing the Card Escalation feature offers:
Improved Transparency: Teams gain insight into issue statuses across all tiers.
Efficient Issue Resolution: Streamlined communication accelerates problem-solving.
Enhanced Collaboration: Facilitates cohesive efforts between frontline staff and leadership.
By integrating Card Escalation into your tiered huddle process, LENS empowers your organization to address challenges promptly and collaboratively, ensuring that solutions are effectively communicated back to the teams that raised them.
*Note: This feature is disabled by default and can only be activated upon request. To enable this functionality, a designated system decision-maker or authorized representative must submit a request to our support team. If you have any questions about eligibility or activation, please contact your LENS administrator or reach out to our support team for assistance through the Help Button or at LENSsupport@safeandreliablecare.com