---
name: "trust-and-safety-escalations"
description: "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."
triggers: ["abuse report", "self-harm in a ticket", "youth safety", "illegal content report", "harassment report", "safety escalation", "credible threat"]
version: "1"
---
# Trust and safety escalations
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.
## Severity-triage in one pass
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.
## Protect first
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.
## Hand off warm
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.
## What not to do
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.