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Lesson 5.10 of 10Module progress: 12 of 14

Supervisor Foundations · Lesson 5.10

KNOW WHEN TO ESCALATE

Some performance issues can be handled through everyday supervision.

Others require escalation.

Escalation may be appropriate when:

  • the problem continues despite reasonable supervisory intervention
  • the issue is serious
  • safety is involved
  • fraud or theft is suspected
  • harassment is alleged
  • violence or threats are involved
  • the supervisor lacks authority
  • formal disciplinary action may be required
  • legal or regulatory concerns may exist

Escalation does not mean failure.

It means recognizing the limits of your role.

Poor

“I am the supervisor, so I must handle everything myself.”

Better

“This issue is beyond my authority. I will document the facts and refer it to the appropriate person.”

WORKPLACE EXAMPLES

EXAMPLE 1 — RETAIL

A repeated lateness problem may initially be handled by the supervisor.

EXAMPLE 2 — OFFICE

Evidence suggests an employee may be diverting business funds.

BETTER RESPONSE

That requires appropriate escalation.

EXAMPLE 3 — SCHOOL

An employee reports a serious harassment allegation.

BETTER RESPONSE

The supervisor should follow the appropriate safeguarding/reporting process rather than conducting an informal personal investigation alone.

EXAMPLE 4 — LOGISTICS

An employee threatens physical violence.

BETTER RESPONSE

The priority is safety and appropriate escalation.

Remember

Good judgment includes knowing when the next step is not yours.

Workplace action

Identify three types of issue in your workplace that should be escalated beyond your role.

Quick Check

Which issue most clearly requires escalation?