Purpose Statement

Request Routing Escalation ensures that time off requests are addressed in a timely manner by automatically notifying supervisors or on-duty personnel when requests remain unaddressed beyond a specified timeframe. This feature helps prevent staffing gaps, reduces administrative delays, and ensures employees receive timely responses to their time off requests, maintaining operational readiness and employee satisfaction.

Background Information

Time off request management is critical for maintaining adequate staffing levels in fire and EMS operations. Without proper oversight, requests can go unnoticed, leading to last-minute staffing issues, employee frustration, and potential compliance problems. Request Routing Escalation acts as an automated safety net by monitoring pending requests and escalating them through a defined chain of command when they haven't been reviewed within the designated timeframe.

This feature is particularly valuable for:

• Departments with multiple approval levels or supervisors
• Organizations managing high volumes of time off requests
• Ensuring 24/7 operations maintain appropriate staffing coverage
• Reducing administrative burden on scheduling coordinators
• Maintaining FLSA compliance by ensuring timely responses to employee requests

Required Permissions

To configure Request Routing Escalation settings, users must have:

• Access Scheduling 
• Access Setup

Video

Step-by-Step Guide
 

Step 1: Access Time Off Settings

1. Navigate to Scheduling from the main menu
2. Select Setup from the Scheduling submenu
3. Click on Time Off Settings
    

Step 2: Enable Request Routing Escalation

1. Locate the Request Routing Escalation toggle
   1. This toggle is located within both the Time Off Settings as well as the Trade Settings
2. Turn on Request Routing Escalation by clicking the toggle switch
    

1. Click the plus sign (+) to add a new escalation rule
    

Step 3: Select Time Off Type or Work Type

• For Time Off Requests, you will be able to choose between the different Time Off Types.

• For Shift Trades, you will be able to choose between different Work Types. 

Step 4: Set the Escalation Timeframe

1. Determine the "Not Addressed in" time period - this is how long the system will wait before escalating the request
2. Select your preferred time unit from the dropdown:
   • Minutes (maximum: 240 minutes)
   • Hours (maximum: 24 hours)
   • Days (maximum: 30 days)
      

Step 5: Configure Notification Recipients (Notify on Duty)
 

When using the Notify on Duty option, you can filter notifications to specific personnel based on:

Option A: Employee with Qualifier

• Select specific employee qualifications (e.g., Battalion Chief, Captain, Lieutenant)
• The system will notify any on-duty employee holding that qualification

Option B: Employee Working On

• Select a specific shift, station, or assignment
• The system will notify employees currently assigned to that worktype
   

Step 6: Configure Notification Recipients (Notify On)

The Notify On option allows you to send escalation notifications to any individual assigned to a particular worktype, regardless of whether they are currently on duty. This is useful for:

• Notifying administrative staff during business hours
• Reaching specific supervisors responsible for approval
• Routing to scheduling coordinators
   

Step 7: Save the Escalation Rule

1. Click Save on the escalation rule dialog to confirm the rule settings
2. Review the rule to ensure all settings are correct
    

Step 8: Save Time Off Settings

1. After creating all necessary escalation rules, click Save on the main Time Off Settings screen
2. The escalation rules are now active and will begin monitoring time off requests
    

Best Practices

Setting Appropriate Timeframes:

• For urgent requests (sick leave, emergency time off): Set shorter escalation windows (1-2 hours)
• For planned requests (vacation, personal days): Allow longer windows (24 hours to several days)
• Consider your department's typical approval workflow and response times

Notification Strategy:

• Start with the immediate supervisor or on-duty officer for first-level escalation
• Create multiple escalation rules for the same time off type with increasing timeframes to reach higher levels of authority
• Ensure at least one 24/7 accessible person is included in the notification chain

Testing and Validation:

• Test escalation rules with sample requests before going live
• Verify that email notifications are reaching the intended recipients
• Monitor the first few weeks to ensure appropriate response times

Common Mistakes to Avoid:

• Setting escalation timeframes too short (causing unnecessary notifications)
• Not accounting for the 15-minute system check cycle when setting very short timeframes
• Forgetting to save both the individual rule AND the main settings screen
• Creating overlapping notification rules that send duplicate alerts

Communication:

• Inform supervisors and staff about the escalation process
• Document your escalation procedures in department SOPs
• Regularly review and adjust timeframes based on operational needs

Troubleshooting & FAQs

Q: I set an escalation for 1 hour, but the notification didn't send exactly at the 1-hour mark. Why?

A: The system runs escalation checks every 15 minutes. Your notification will be sent during the next check cycle after the timeframe expires. For a 1-hour escalation, expect notification within 1 hour and 15 minutes of the original request.

Q: Can I create multiple escalation rules for the same time off type?

A: Yes, you can create multiple rules with different timeframes to escalate through multiple levels of command. For example: 2 hours to shift supervisor, 4 hours to battalion chief, 8 hours to scheduling coordinator.

Q: What happens if the on-duty employee who should receive the notification isn't working when escalation triggers?

A: If using "Notify on Duty" with no qualifying employees currently on shift, the notification may not be sent. Consider adding a fallback "Notify On" rule for administrative personnel who are always accessible.

Q: Notifications aren't being received. What should I check?

A: Verify these items:

1. Email addresses are correctly entered in user profiles
2. Email notifications are enabled in user settings
3. Check spam/junk folders for escalation emails
4. Confirm the escalation rule was saved on both the rule dialog AND the main settings screen
5. Verify the time off type in the rule matches the type used in the request

Q: Can I disable escalation for specific time off types?

A: Yes, simply don't create an escalation rule for that time off type, or delete existing rules. Only types with active rules will trigger escalations.

Q: Do escalations stop once someone addresses the request?

A: Yes, once a request is approved or denied, the escalation process stops immediately. The system only escalates pending/unaddressed requests.

Q: Can I set escalation timeframes longer than 30 days?

A: No, the maximum timeframe is 30 days. If you need longer timeframes, consider whether automated escalation is the appropriate tool for that use case.