Members will constantly be running into questions that need answering and confusions that they need help in overcoming.
These are questions and issues, respectively.
Related:
Proposal: use an Escalation Protocol to process questions and issues, allocating resources in relation to the importance of the question or issue.
There are six levels in the Escalation Protocol:
Level 1: Member Resolution
Level 2: Peer Resolution
Level 3: Pod Resolution
Level 4: Cohort Resolution
Level 5: Mentor Resolution
Level 6: Mentor Pod Resolution
Level 7: Guide Resolution
Below is an example of how an issue would be escalated using this protocol:
As a learner, I am confused. I have a task that I don’t know how to accomplish. I am not able to move forward from my current state of ability to where I need/want to go. I am stuck. I have an issue.
There are a series of steps to follow in resolving an issue, starting with low-cost, small resolutions and moving into higher-cost, big resolutions. Issues that escalate are increasing in importance as they move up.
Level 1: Member Resolution
Members will first attempt to overcome their own confusion with appropriate and defined learning habits.
Action: follow "overcoming confusion" checklist. (e.g. isolate the error, define expected vs. actual, articulate assumptions and test them, describe the problem to a rubber ducky, etc.)
If the issue is not resolved, move to level 2.
Level 2: Peer Resolution
Members seek out another learner or two from within their pod to aid in the issue.
Action: create new issue channel in Slack, invite peers to discuss the issue.
If the issue is not resolved, move to level 3.
Level 3: Pod Resolution
The whole pod is notified of the issue and mobilized to resolve it.
Action: invite whole pod to Slack channel.
If the issue is not resolved, move to level 4.
Level 4: Cohort (inter-pod) Resolution
The whole cohort is notified of the issue and mobilized to resolve it.
Action: invite whole cohort into Slack.
If the issue is not resolved, move to level 5.
Level 5: Mentor Resolution
Request a mentor from the mentorship pool to aid in resolution.
Action: invite mentor into Slack.
If the issue is not resolved, move to level 5.
Level 6: Mentor Pod Resolution
Mentor engages one or more other mentors from their pod.
Action: invite one or more other mentors into slack.
If the issue is not resolved, move to level 7.
Level 7: Guide Resolution
Request a guide / expert to aid in resolution.
Action: invite expert into slack.