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02 Procedure: Blocker Escalation

DraftSOP · Procedure · SOP-5 — Blocker Escalation · 2025-05-15-r0§

Parent Sub-system — Work-Intake & Prioritisation (covers any work item that stalls the flow and risks today’s SLA)

Big-Picture Overview§

Block Content
Purpose & Scope Surface and clear any work item that stalls > 15 min or pushes Q1 Doing > 3 so focus and revenue work stay unblocked.
Trigger • Card stuck > 15 min (info, resource, approval).
• Q1 Doing over WIP cap (3).
• Waiting-for-Approval > 24 h.
• Hard deadline < 2 h away with unresolved dependency.
Pre-req / Inputs Stalled Trello card, chat or email evidence, Telegram Systems Kitchen access.
Steps 1. Label 🔴 on the card.
2. Move card → Blocked / Escalate list.
3. Add comment: root-cause, attempts tried, hard deadline.
4. Send /alert 🔴 <one-liner> + link in #manager Telegram.
5. Log blocker on Daily Digest (W↑C↓T→M → Challenges).
6. Resume other work (next Q1 / Ops card).
7. Follow-up every 2 h until resolved; remove 🔴, re-queue card, post “✅ cleared”.
Done-When 🔴 label removed and card back in active list and manager comment “Fixed”.
KPIs • 100 % blockers labelled within 15 min.
• Manager acknowledgement ≤ 15 min.
• Resolution ≤ 24 h.
Risks / Controls Risk: silent stuck work → missed SLA.
Controls: Butler rule auto-moves any new 🔴; Telegram bot pings every 2 h until cleared.

ArchitectureSnapshot JSON§

{
  "version_id": "2025-05-15-r0",
  "system_level": "Procedure",
  "lifecycle_state": "DraftSOP",
  "target_name": "SOP-5 – Blocker Escalation",
  "parent_name": "Work Intake & Prioritisation",
  "last_updated": "2025-05-15T00:50:00Z",

  "overview": {
    "purpose": "Escalate and clear any work item that stalls >15 minutes or breaches WIP limits.",
    "flow": [
      "Label card 🔴 and move to Blocked list",
      "Add root-cause comment and hard deadline",
      "Send /alert 🔴 <issue> + link in Telegram",
      "Log blocker in Daily Digest challenges section",
      "Resume other work and follow-up every 2h",
      "Manager fixes; operator removes 🔴 and re-queues card"
    ],
    "roles": ["Freelancer Operator","Ops Manager","Systems-Ops Lead"],
    "kpis": [
      "Blocker labelled within 15 min 100%",
      "Manager acknowledges within 15 min",
      "Blocker resolved within 24 h"
    ],
    "tools": [
      "Trello Blocked list",
      "🔴 Blocker label",
      "Telegram /alert command",
      "Butler auto-move rule"
    ],
    "risks": [
      "Silent blockers cause SLA miss",
      "Overuse of 🔴 dilutes urgency"
    ],
    "controls": [
      "Butler moves new 🔴 cards to Blocked",
      "Telegram bot re-alerts every 2h until label removed"
    ],
    "doc_link": "Drive:/01-SYSTEMS/Personal-OS/SOP-05_Blocker_Escalation_v0.1.gdoc"
  },

  "procedure_core": {
    "procedure_id": "SOP-5",
    "name": "Blocker Escalation",
    "purpose": "Fast path to surface and resolve stalled work.",
    "trigger": "Card stuck >15 min OR Q1 cap breach OR approval >24 h OR impending deadline.",
    "inputs": ["Stalled Trello card","Context chat/email"],
    "responsible_role": "Freelancer Operator",
    "steps": [
      "Apply 🔴 label and move card to Blocked list",
      "Document blocker cause and deadline in card comment",
      "Send /alert 🔴 <summary> + link in Telegram #manager",
      "Log blocker in Daily Digest",
      "Work on next available task while awaiting fix",
      "Ping every 2h; once resolved, remove 🔴, re-queue card, post ✅"
    ],
    "outputs": ["Cleared card back in active list","Telegram thread with fix confirmation"],
    "sla": "Blocker cleared within 24 h of first alert.",
    "controls": ["Butler auto-move for new 🔴","Telegram re-alert every 2h"]
  },

  "children": []
}

— End of SOP-5 Blocker Escalation v0.1