Automated incident report routing and escalation

Purpose

1.1. Ensure all incident reports in an Alliance church context are automatically identified, logged, routed to appropriate authorities, and escalated if not addressed within pre-set timelines.
1.2. Eliminate manual sorting and assignment to protect congregants, comply with legal constraints, preserve documentation, and maintain timely responses for risk management, transparency, and pastoral care.
1.3. Centralize communication channels and ensure real-time notifications for different incident types—safety, facilities, harassment, medical, etc.—across ministries, staff, and volunteers.

Trigger Conditions

2.1. Form submission on church website/mobile app or internal portals.
2.2. Email containing key incident keywords received at central inbox.
2.3. SMS or voice notification from pastors, volunteers, or security.
2.4. Slack, Teams, or Discord message posted in specific channels.
2.5. New entry in Google Sheet, Airtable, or Church Management System (ChMS).
2.6. API event from IoT sensors or security systems.
2.7. Manual trigger by designated church admin or response team member.
2.8. Escalation condition—report unacknowledged after X minutes/hours.

Platform Variants

3.1. Twilio (SMS/Voice)
• Feature/Setting: Webhook configured on SMS/voice receipt triggers; `POST /Messages` for SMS, `POST /Calls` for voice logging.
3.2. SendGrid (Email)
• Feature/Setting: Inbound Parse Webhook; parse incident keyword and extract sender/context.
3.3. Google Forms
• Feature/Setting: Form submission trigger, `onFormSubmit` Apps Script to queue new incidents.
3.4. Slack
• Feature/Setting: Event Subscriptions for channel messages; `conversations.history` to poll incident channels.
3.5. Microsoft Teams
• Feature/Setting: Connector webhook for channel mentions; use `POST /messages` in Teams API.
3.6. Discord
• Feature/Setting: Bot listens for messages; REST endpoint triggers workflow upon keyword detection.
3.7. Airtable
• Feature/Setting: `Created record` webhook; poll or listen for new submissions.
3.8. Salesforce
• Feature/Setting: `Process Builder` or `Flow` triggers on new Case with incident tag.
3.9. Google Sheets
• Feature/Setting: Apps Script trigger on `onEdit` to check for new incident record.
3.10. Asana
• Feature/Setting: New task trigger in incident project; use `POST /tasks` for notifications.
3.11. Jira
• Feature/Setting: Issue Created webhook; field mapping for severity/routing.
3.12. Monday.com
• Feature/Setting: Board item created trigger; automation recipe to notify church team.
3.13. Trello
• Feature/Setting: New card webhook; use `POST /1/cards` for logging/escalation.
3.14. Notion
• Feature/Setting: Database item created event; Notion API for escalation step.
3.15. ServiceNow
• Feature/Setting: Incident table update webhook; trigger flow for high-priority.
3.16. Zendesk
• Feature/Setting: Ticket creation trigger, target set to incident routing group.
3.17. Formstack
• Feature/Setting: Submission webhook; route by field mapping (“incident type”).
3.18. Typeform
• Feature/Setting: Webhook integration; listen for new response and trigger assignment.
3.19. Pipedrive
• Feature/Setting: Activity created; use custom fields for incident category.
3.20. HubSpot
• Feature/Setting: Workflow/Automation trigger on form submission; `POST /engagements` for escalation.
3.21. Church Community Builder (CCB)
• Feature/Setting: API push on new process queue item; set type “incident report” for routing.
3.22. Elvanto
• Feature/Setting: API notification for new incident form entry; webhook to escalation team.
3.23. Zapier
• Feature/Setting: Multi-step Zap, filter for incident tags, route to escalation path.
3.24. Google Chat
• Feature/Setting: Space webhook for direct incident notification to safety channel.
3.25. Okta
• Feature/Setting: Security event triggers for physical access incidents; triggers notification to facilities.

Benefits

4.1. Rapid incident acknowledgment ensures member safety and church compliance.
4.2. Reliable routing reduces response delays and prevents missed incidents.
4.3. Automated logging ensures thorough audit trails for legal and denominational requirements.
4.4. Escalation workflows maintain accountability, prevent task stagnation, and enable proactive intervention.
4.5. Multi-platform support meets diverse communication habits of church staff and volunteers.
4.6. Consistency eliminates manual routing error, ensuring every incident is reviewed by the correct authority.
4.7. Reports and analytics for church leadership to identify patterns and guide preventive actions.
4.8. Secure handling of sensitive incidents meets privacy and ethical standards applicable to religious institutions.