Routing & Escalation

Orgo’s core promise is simple:

Important work must reach the right function, on time, and with a traceable outcome.

Routing and escalation are the reliability mechanisms that make that promise true.

What routing means in Orgo

Routing is how Orgo decides where a request goes.

Not “who happens to read the email,” but which function is responsible (e.g., Intake, Incident Response, Procurement, Legal Review, Case Management).

Routing is built around four principles

1. Function-first ownership
   Work is assigned to responsibilities (functions/roles), so continuity survives turnover and re-orgs.

2. Triage before discussion
   The first job is to classify and route. Conversation comes after ownership is clear.

3. Minimal friction
   A request should become a case with as few steps as possible. If the process is heavy, people will bypass it.

4. Visible responsibility
   Everyone can see which function owns the case and what the next expected action is.

What escalation means in Orgo

Escalation is what happens when a case is not handled within its response window.

Escalation is not punishment. It’s a safety system that prevents silence from becoming policy.

Escalation is built around three ideas

• Response windows
  Each case has a time expectation (minutes / hours / days), depending on severity.

• Escalation ladder
  If the case is not handled, it moves to the next responsible scope (backup function, duty lead, supervisor function, etc.).

• Closure required
  Escalation continues until the case is explicitly closed (resolved, rejected with reason, deferred with a date, etc.).

Two guarantees (in one view)

What people experience (practically)

For the requester

• You don’t need to know internal structure.
• You send one request.
• You receive status updates because the case has an owner and a timeline.

For the organization

• No “I thought someone else handled it.”
• No backlog that only exists in private inboxes.
• No invisible failures: if something is overdue, it becomes visible and moves.

Safe escalation (anti-noise safeguards)

Escalation only works if it doesn’t become spam. Orgo should enforce:

• Explicit thresholds (severity → response window → escalation ladder)
• Bounded notifications (no infinite loops; escalation changes ownership, not just alerts)
• Auditability (what escalated, when, and why)
• Human override (authorized roles can defer, merge, split, or reclassify cases—with reasons)

Three example patterns

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