Regional Issue Escalation Protocol

Category: Event Operations & Risk Management

Owner: Regional Ops Manager (ROM)

Applies To: Directors, Site Directors, and Regional Ops Managers across all Prep Network events

Purpose

To clearly define decision-making authority, escalation thresholds, response expectations, and documentation standards so that issues are resolved efficiently at the appropriate level without disrupting event execution or compromising safety, revenue, or brand standards.

Guiding Principles

1. Directors are empowered to make real-time decisions to keep events running smoothly
2. ROMs provide support, visibility, and escalation management, not micromanagement
3. Safety, admissions, and revenue-impacting issues are never delayed
4. All significant issues are documented and reviewed post-event

Step 1: Issues Directors Are Expected to Resolve Independently

Directors are empowered to resolve the following issues without ROM approval, using judgment and best practices.

1.1 Schedule & Team-Related Issues

1. Team drops out or no-shows
2. Adjusting schedules to:
3. Fill open game slots
4. Find replacement opponents
5. Maintain game guarantees when possible
6. Communicating changes clearly to affected teams

1.2 Conflict Resolution (Onsite)

1. Managing disputes with:
2. Parents
3. Players
4. Coaches
5. Officials
6. De-escalating tense situations professionally
7. Enforcing event rules and expectations calmly and consistently

1.3 Operational & Staffing Issues (Non-Critical)

1. Minor staffing gaps or adjustments
2. Vendor or delivery issues that do not stop event operations
3. Example:
4. Championship shirts not delivered
5. Director documents which teams did not receive shirts
6. Director may distribute staff shirts as a temporary solution
7. ROM is notified post-event or during next check-in

1.4 Incident Reporting (Director-Owned)

1. Directors must complete an Incident Report for any:
2. Operational issue
3. Staffing issue
4. Safety concern
5. Behavioral incident
6. When an Incident Report is submitted:
7. The director must notify the ROM that a report was filed
8. Notification is for awareness and follow-up, not approval

Step 2: Issues That Must Be Escalated to the ROM Immediately

The following issues require immediate escalation from the director to the ROM.

2.1 Admissions & Revenue-Critical Issues (Highest Priority)

1. Admissions links not working
2. QR codes failing to scan or linking incorrectly
3. Admissions pages not loading or processing payments

Required Action

1. Director tests QR codes onsite
2. If an issue is identified:
3. Director immediately notifies the ROM
4. ROM alerts the issue in the Regional Ops communication channel
5. ROM coordinates resolution with appropriate teams

2.2 Safety & Major Risk Issues

1. Serious injury or medical emergencies
2. Facility safety hazards
3. Situations requiring security or emergency services
4. Any incident that could expose Prep Network to liability

2.3 Issues Exceeding Director Authority

1. Situations where:
2. A director feels unsure or unsupported
3. Decisions may significantly impact brand reputation
4. Multiple stakeholders are involved and escalation is needed

Step 3: Escalation Paths & Response SLAs

3.1 Director → ROM

1. Immediate escalation for:
2. Admissions issues
3. Safety concerns
4. Same-day escalation for:
5. Major operational breakdowns
6. High-impact incidents

3.2 ROM → Broader Team

ROM escalates issues as needed to:

1. Regional Ops channel
2. Facilities, Staffing, or Technology teams
3. Finance or Leadership (if required)

3.3 Response Expectations

1. Admissions issues: Immediate acknowledgment and action
2. Safety issues: Immediate response
3. Operational issues: Same-day response when possible

Step 4: Documentation Standards

4.1 Incident Reports

1. Required for all operational, staffing, safety, or behavioral incidents
2. Must be:
3. Completed accurately
4. Submitted promptly
5. Referenced in post-event reviews

4.2 Issue & Resolution Tracking

1. ROMs are responsible for:
2. Tracking escalated issues
3. Documenting resolutions
4. Identifying repeat patterns or risks

Step 5: Post-Event Review & Accountability

1. Escalated issues are reviewed post-event
2. Repeat issues may trigger:
3. Process updates
4. Additional director training
5. Partner or staffing changes
6. Directors who fail to escalate required issues may be subject to performance review