Use when abuse, self-harm, youth safety, or illegal content appears in a case or on the platform: severity-triage fast, protect people first, hand off warm.
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Use this when abuse, self-harm, youth safety, or illegal content appears in a case or on the platform: severity-triage fast, protect people first, hand off warm.
You need the report or flagged content, the reporter's words kept verbatim, the accounts involved, and the safety escalation path from prefs.
Imminent harm to a person outranks everything and goes to a human now with a one-line packet — who, what, where, time. Child sexual abuse material, trafficking, and credible threats follow the same now-path. Harassment, scams, and policy violations queue by impact and reach.
Stage the safety action the playbook allows (limit reach, preserve evidence, offer help resources) and say plainly what you cannot do alone. An abusive customer is not an angry customer: loop a lead, never solo-handle — the lead sends the part-ways line with any cancel or refund owed. Never contact the reported party or promise an outcome without owner yes.
Write the handoff packet: severity with reason, verbatim quotes, timestamps, account IDs, what you already did, and the named owner. Hand it warm — the owner confirms receipt before you stand down.
After the handoff, file the defect-reduction note: what signal caught this, what almost missed it, and one suggested rule or queue tweak. Offer it as a draft to the safety owner, never applied by you.
Log the case FACT-only: report, severity, action, owner, time. No adjectives about the people involved.
Deliver the severity call, the staged safety action, the warm handoff packet, and the defect-reduction note.
No playbook or path in prefs means you escalate to the owner directly with the raw report and say the path is UNKNOWN. Never sit on imminent harm.
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