Request Expiration & Escalation Timelines

Overview

This article provides the specific timelines CarePortal uses to determine the status or action of a request based on its urgency level.

Intended Audience

Agency Workers and Leaders, Implementing Partner Leaders, Church Leaders

Included in This Article

• Normal Request (7-10 Days) Urgency Level

• High Request (72-hrs) Urgency Level

• Critical Request (24-hrs) Urgency Level

Normal (7-10 Days) Urgency Level

• Request Expiration: When a new agency request is entered into the CarePortal Platform, the request must be approved by an Agency Representative or a Supervisor within four business days otherwise it will not be seen by any responders. Before a request expires, the submitting caseworker will be alerted with one reminder email to follow up with their approver(s). 
• Request Escalation: The CarePortal platform will escalate open requests to include more churches and community partners after 5 days with no responses. 
• Request Automatically Closed: The CarePortal platform will automatically close open requests after 50 days with no responses. 
• Reminders to Review Request: If a request does receive a response, it will not expire, escalate, or automatically close in order to give the caseworker the opportunity to enter feedback when closing the request. They will be reminded to review the request 14, 28, and 42 days after creation. 

High Request (72-hrs) Urgency Level

• Request Expiration: When a new agency request is entered into the CarePortal Platform, the request must be approved by an Agency Representative or a Supervisor within four business days otherwise it will not be seen by any responders. Before a request expires, the submitting caseworker will be alerted with one reminder email to follow up with their approver(s). 
• Request Escalation: The CarePortal platform will escalate open requests to include more churches and community partners after 2 days with no responses. 
• Request Automatically Closed: The CarePortal platform will automatically close open requests after 40 days with no responses. 
• Reminders to Review Request: If a request does receive a response, it will not expire, escalate, or automatically close in order to give the caseworker the opportunity to enter feedback when closing the request. They will be reminded to review the request 10, 20, and 30 days after creation. 

Critical Request (24-hrs) Urgency Level

• Request Expiration: When a new agency request is entered into the CarePortal Platform, the request must be approved by an Agency Representative or a Supervisor within four business days otherwise it will not be seen by any responders. Before a request expires, the submitting caseworker will be alerted with one reminder email to follow up with their approver(s). 
• Request Escalation: The CarePortal platform will escalate open requests to include more churches and community partners immediately. 
• Request Automatically Closed: The CarePortal platform will automatically close open requests after 30 days with no responses. 
• Reminders to Review Request: If a request does receive a response, it will not expire, escalate, or automatically close in order to give the caseworker the opportunity to enter feedback when closing the request. They will be reminded to review the request 7, 14, and 21 days after creation.