When a private company outreach is escalated back to you, it’s important to know:
Where it appears on your FHR Exchange Program Dashboard.
What to look for regarding escalations.
How often to check these views.
For more information on why a request would be escalated, please refer to Reasons for Escalation.
Program Dashboard Walkthrough
This section explains how to navigate your Program Dashboard to manage escalations effectively, as multiple may be pending at once. You’ll also find tips and best practices for escalation management.
On your RapidRatings homepage, under My Program Summary, you’ll see two boxes displaying the number of pending escalations:
My Escalations: Shows pending escalations for open outreach requests where you are the Relationship Manager. You are responsible for actioning these. On the Program Management Dashboard, these appear under 'My Escalated Requests.'
All Escalations: Displays all pending escalations for open outreach requests, regardless of Relationship Manager. Your organization’s Primary Service Contact ensures these are consistently actioned. On the Dashboard, these appear under 'All Escalated Requests.'
Best Practices: We advise checking the escalation views at least twice a week and clear pending items by responding via email to the Member Services Associate who escalated the request.
Once you provide guidance, the Associate will reclaim the request, removing it from escalation status in the system.
As part of the Program Management Dashboard view, you will see several columns, which we have outlined and defined below for reference:
Column Name | Definition |
Relationship Manager | The contact at your organization responsible for the request. |
Escalation Reason | One of the reasons the request was escalated. |
Age of Escalation | Number of days the request has been in escalation status. |
Comment | A customized message from the Member Services Associate requesting your guidance. |
You can strategically manage pending escalations by filtering and sorting your list:
Filter by reason (e.g., Invalid Contact) to address specific types first.
Sort by Age of Escalation to prioritize the oldest requests.
To view the Member Services Associate’s message:
Click the counterparty name to open the Request Details page.
Scroll to the Activity Log and look for a status update starting with “Action needed."
You can also find this message in the system-generated email.