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skills/escalation/SKILL.md

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+---
+name: escalation
+description: Use to define incident tiers, response protocols, and stakeholder communications.
+---
+
+# Community Escalation Framework Skill
+
+## When to Use
+- Preparing moderators for sensitive situations (security issues, harassment, outages, leaks).
+- Coordinating cross-functional response when community incidents impact customers or brand.
+- Reviewing past incidents to tighten governance and tooling.
+
+## Framework
+1. **Tiering** – classify incidents (info request, policy violation, critical escalation) with examples.
+2. **Ownership** – map responders per tier (moderators, comms, legal, security, exec sponsor).
+3. **Response Playbooks** – outline steps, messaging, approvals, and timelines per tier.
+4. **Tooling & Evidence** – define logging requirements, screenshots, data retention, and ticketing.
+5. **Post-incident Review** – document root cause, remediation, and preventive actions.
+
+## Templates
+- Escalation matrix (tier → trigger → primary owner → backup → SLA).
+- Incident log form with fields for context, actions, and status.
+- Postmortem template (summary, timeline, impact, actions, follow-ups).
+
+## Tips
+- Tie escalation flows into `community-ops` automation for faster routing.
+- Keep response macros ready for common issues to ensure consistent tone.
+- Conduct quarterly tabletop exercises to keep responders aligned.
+
+---