Escalation alerts for overdue tasks

Purpose

1.1. Automate escalation alerts when adoption cases or key tasks become overdue, ensuring immediate response and accountability.
1.2. Reduce manual tracking time by routing high-priority notifications to managers or caseworkers for overdue client communications, document submissions, or interview scheduling.
1.3. Improve compliance, service quality, and responsiveness by ensuring overdue items are flagged and actioned according to agency protocols.

Trigger Conditions

2.1. Task status is "Overdue" or past a defined due date/timestamp within the case management system.
2.2. Assigned staff member has not updated or completed a tracked communication, report, or appointment in the system.
2.3. Automated daily or hourly scans of case/task databases identify unaddressed tasks and initiate escalation.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: "Programmable SMS – Send Message" API; configure recipient, sender ID, body templating to notify case managers.
3.2. SendGrid
• Feature/Setting: "Mail Send API"; personalize escalation subject/body, use dynamic fields for case/task data.
3.3. Slack
• Feature/Setting: "Incoming Webhooks"; post alert to #escalations channel with details of the overdue task/case.
3.4. Microsoft Teams
• Feature/Setting: "Create Chat Message" with Graph API; automate direct or group mentions for escalations.
3.5. Salesforce
• Feature/Setting: "Process Builder – Send Custom Notification"; escalate overdue tasks assigned to users.
3.6. ServiceNow
• Feature/Setting: "Create Incident Record" or "Notification API" for overdue items, assigning to supervisor queues.
3.7. Zoho CRM
• Feature/Setting: "Workflow Rules – Notify via Email/SMS"; triggers on custom task status fields.
3.8. HubSpot
• Feature/Setting: "Workflow Automation – Internal Notification"; send task/case escalation emails.
3.9. Asana
• Feature/Setting: "Rules Automation – Comment or Assign"; tag supervisors, use @mentions on overdue tasks.
3.10. Monday.com
• Feature/Setting: "Automations – Notify Someone" recipe; alerts for items past due date.
3.11. Jira
• Feature/Setting: "Automation – Send Slack/Email/Mobile Push"; escalate overdue issues to user groups.
3.12. Trello
• Feature/Setting: "Butler Automation – Due Date Command"; move card and send alert on task lateness.
3.13. Gmail
• Feature/Setting: "Gmail API – Automated Alert Email"; configure filters and label checks for escalations.
3.14. Outlook/Office 365
• Feature/Setting: "Power Automate – Send Email when Overdue"; connects to calendars and task lists.
3.15. PagerDuty
• Feature/Setting: "Events API – Trigger Alert"; escalate to incident response or alerting chains.
3.16. Pushover
• Feature/Setting: "Message API"; send push notifications for overdue case escalation to mobile apps.
3.17. Intercom
• Feature/Setting: "Send admin email" or "Custom Bot Messages" on escalation triggers.
3.18. Freshdesk
• Feature/Setting: "Supervisor Rules – Escalation Email/Alert" based on ticket SLA breach.
3.19. Airtable
• Feature/Setting: "Automations – Run Script/Send Email" when a task row passes a due date.
3.20. Zendesk
• Feature/Setting: "Triggers – Notify Targets"; sends alerts when tickets/cases exceed due date or response SLAs.
3.21. WhatsApp Business API
• Feature/Setting: "Send Message" endpoint configured for supervisor mobile alerts on overdue events.
3.22. Discord
• Feature/Setting: "Webhooks – Deliver Escalation Alert"; post notifications to moderation/alert channels.

Benefits

4.1. Immediate supervisory awareness and action on neglected tasks or cases.
4.2. Enhanced compliance and audit trails with automated documentation of all escalations.
4.3. Reduces risk of delays harming client outcomes or regulatory breaches.
4.4. Consistent, multi-channel notifications reach staff wherever they work.
4.5. Frees administrative time for higher value interaction with families and adoptees.