Intake Team Operations Manual

6 Managing Difficult Situations

6.1 Escalations

An escalation is defined as an ‘unresolved dispute between staff and callers which requires intervention by a line manager’.

The method of escalation to the manager can be a call transfer or a call back request depending on the circumstances.

Before escalation, the staff member must be confident that they have explored all avenues with the caller to try to satisfactorily resolve any issues.

If the caller immediately requests a manager i.e. without any prior discussion or reasoning, then the person will offer to assist and try to resolve the situation.

If part way through a call the caller specifically requests a manager, and the advisor is unable to resolve the situation, then the escalation must happen.  

Escalations may need to be dealt with according to our CAU procedures. In addition, if it is deemed that there was no requirement to escalate then this will be fed back to the individual

Prior instruction about managing a caller’s behaviour must also be adhered to. 

See also:

  • Intake’s Manual guidance on unacceptable/unreasonable conduct
  •  Guidance on managing unreasonable complainant conduct.

6.2 Unreasonable Behaviour

Unreasonably persistent behavior is characterised by someone trying to dominate our attention with frequent, lengthy contacts and repetitive information.

If an advisor thinks the nature or frequency of a complainant’s contact is unwarranted and unhelpful, they should normally discuss this with an ITL who will consider appropriate steps towards moderating the complainant’s behaviour. This can include a discussion with the CSM about restricting their access to the service.

Notes should also be placed on ECHO to alert the next person who may have to deal with the person in question.

6.3 Unacceptable behaviour

Unacceptable behaviour includes deceitful, abusive, threatening or similar actions that adversely affect the capacity and wellbeing of staff.

Intake advisors may receive correspondence that contains offensive material. If this happens it should be discussed with the Team Leader who will then consider whether it is necessary to write to the person to draw attention to the offensive remarks and ask them to stop.

In addition, the behaviour of complainants during telephone calls may be deemed to be unacceptable. Where offensive or abusive remarks are made, the advisor is correct to highlight this and ask the caller to stop otherwise their call may be brought to a close.

If this continues, then it is acceptable for the advisor to prematurely finish the call.

If an advisor ends a call for these reasons, they will record the incident and flag it to the ITL who will then decide if further action is required.

Wherever possible, notes should also be placed on ECHO to alert the next member of staff who may have to deal with the person in question.

For further guidance on how to deal with these situations see: Managing challenging complainant behaviour

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