Request Escalation and Expiration Timelines

Overview

This article provides the specific timelines CarePortal uses to determine when a request will expire or when to escalate requests once they're entered by an agency worker. 

Intended Audience

Agency Workers and Leaders, Implementing Partner Leaders, Church Leaders

Included in This Article

• Request Expiration Timeline
• Request Escalation Timeline

Request Expiration Timeline

When a new agency request is entered into the CarePortal platform, the request must be approved by an Agency Representative or a Supervisor before it is seen by any local churches or community responders. If the request does not get approved within four business days, it will expire from the CarePortal platform before being seen by the local network. The status these requests will receive in these cases will say "Expired: Not Approved". Before a request is expired, the caseworker will be alerted with one reminder email to follow-up with their leader with approval permission.

Once approved, requests with no responses will be escalated one time (see details below) before automatically expiring after 40 days. If a request does receive a response, it will not expire or escalate in order to give the caseworker the opportunity to close the request with the reason for closing specified. With or without a response, the caseworker will receive an email reminding them to close the request after 14 days and again after 28 days.

Request Escalation Timeline

Once the request is opened, depending on the level of urgency the request was approved for, the CarePortal platform will escalate requests without responses to include more churches and even community partners in some networks. These additional churches and responders will be further away from the family than those who were initially notified about the request.

The radius and maximum number of churches initially notified as well as upon escalation are determined for each county by the CarePortal Regional Manager, however, each individual church and their response teams may customize their own radius to expand beyond or be more restricted than their county's default setting.

Request escalation occurs based on the following urgency levels:

• Normal (7-10 Days): 5 days with no responses
• High (72-hrs): 2 days with no responses
• Critical (24-hrs): Escalated immediately