**1. Purpose**
1. Ensure all grievances or incident reports at Anganwadi centers are promptly resolved by escalating unresolved cases to higher authorities.
2. Prevent neglect of critical child welfare or safety issues through automated, time-sensitive alerts.
3. Maintain transparent and accountable child services records and response logs for stakeholders.
4. Reduce manual oversight workload, enabling timely intervention and improved governance.
**2. Trigger Conditions**
1. Case remains in 'unresolved' status beyond a predefined time limit (e.g., 48 hours after registration).
2. Escalation manually flagged by supervisor or custodian.
3. Final deadline exceeded after reminder(s) without status change.
4. Priority or sensitivity markers matched (child safety, health emergency).
5. Pre-set escalation matrix: first-level, second-level, and so on.
**3. Platform Variants**
1. Twilio SMS
- Feature/Setting: Messaging API — configure SMS alert with recipient as pre-defined escalation contact; trigger via webhook, e.g., POST /Messages.
2. SendGrid
- Feature/Setting: Send Email API — send escalation emails to authority group; use POST /mail/send with dynamic templates.
3. Slack
- Feature/Setting: Incoming Webhooks — direct escalation messages to incident or management channels.
4. Microsoft Teams
- Feature/Setting: Connector/Webhook — trigger message to escalation teams’ channel when case unresolved.
5. WhatsApp Business API
- Feature/Setting: /messages endpoint — auto-send WhatsApp alerts to designated staff or hierarchy members.
6. Salesforce Service Cloud
- Feature/Setting: Case Escalation Rules — define rule criteria for auto-escalation and notification tasks.
7. Zendesk
- Feature/Setting: Trigger/Automation feature — auto-create high-urgency ticket and notify supervisor via email or app.
8. Freshdesk
- Feature/Setting: Workflow Automator — build condition for overdue tickets, notify escalation matrix.
9. PagerDuty
- Feature/Setting: Event Orchestration — escalate incident to pre-configured on-call schedule.
10. ServiceNow
- Feature/Setting: Flow Designer — create escalation flow for incident records with SLA breach.
11. Trello
- Feature/Setting: Butler Automation — auto-assign card, send escalation notification when label “unresolved” and time passes.
12. Google Sheets + Apps Script
- Feature/Setting: Time-driven trigger script — email row contacts if “resolved” not set after X hours.
13. Mailgun
- Feature/Setting: Messages API — send escalation emails with case metadata to set addresses.
14. Asana
- Feature/Setting: Rules — move tasks to “Escalated” project and alert involved parties.
15. Monday.com
- Feature/Setting: Automation recipes — notify/email assigned managers on overdue items.
16. HubSpot Service Hub
- Feature/Setting: Workflow — send alert and create follow-up ticket for unresolved cases.
17. Jira Service Management
- Feature/Setting: Automation — escalate issue priority and notify leads when unresolved beyond time threshold.
18. Zoho Desk
- Feature/Setting: SLA Escalation Rules — trigger alerts and assign to higher tier.
19. Intercom
- Feature/Setting: Custom Bots + Workflows — notify agents, assign to senior team if limits exceeded.
20. Outlook (via Power Automate)
- Feature/Setting: Scheduled Flow — monitor shared mailbox, escalate cases with no reply by deadline.
**4. Benefits**
1. Improved child welfare oversight through prompt accountability.
2. Minimized risk from overlooked or delayed incident resolution.
3. Consistent, auditable escalation process reducing manual follow-up.
4. Stakeholder trust enhanced with fast, reliable case management.
5. Efficiency gains by reducing supervisor workload in community childcare settings.
Grievance Redressal & Incident Reporting