Using Card Escalation
The Card Escalation feature enables upward and downward communication of issues within an organization, aligning with the tiered huddle structure.
Frontline teams can escalate challenges to higher leadership levels for resolution, while leadership can provide updates or de-escalate issues as needed, ensuring continuous feedback loops.
Board Relationships
To use Card Escalation, clear board relationships must 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.
Managing relationships:
Board relationships are created and managed by LENS Support.
To modify a board relationship, a designated system decision-maker or authorized representative must email LENSsupport@safeandreliablecare.com
Escalating Cards
Once a board is linked to a receiving board:
Board managers can escalate cards using the ⋮ three-dot menu on a card.
Receiving and Managing Escalated Cards
Placement: Escalated cards appear in the default list of the receiving board and follow the board’s standard workflow.
Identification: A red ✋ hand wave icon marks an escalated card.
Tracking: The escalation path is visible in the card details.
Access: The originating team can view escalated cards in the Escalated Cards Sidebar on the Voice Page.
Leadership actions: Leaders can:
Address the issue
Further escalate it
De-escalate it back to the originating team
Benefits of Card Escalation
Card Escalation helps organizations by:
Improving transparency — teams gain insight into issue statuses across all tiers
Accelerating resolution — streamlined communication speeds up problem-solving
Enhancing collaboration — connects frontline staff and leadership in addressing challenges
By integrating Card Escalation into your tiered huddle process, LENS helps your organization resolve issues promptly and share solutions back to the teams who raised them.
Note: This feature is currently disabled by default but can be enabled upon request. To explore more about this feature and learn how to activate it, please email us at LENSsupport@safeandreliablecare.com or click the Help button on your LENS board.
Looking for more support?
We’re here to help — email us at LENSsupport@safeandreliablecare.com or click the Help button on your LENS board.