**EE KB - EE Summary Process

Emails received at ee@upwork.com should be acknowledged within 1 hour and a completed summary with clear next steps and/or a resolution for the customer should be emailed back within 24 hours.

Acknowledgement Process:

If you are available announce you will take the issue in the EE Dash room. If you acknowledge receipt of an EE, you own it, the only exception is after 3pm on Friday afternoons. In those cases, the Saturday on call person should be notified to begin the summary when they start their on call shift. 

How to acknowledge an EE

1. Make sure to read the executive’s message thoroughly. Though it is rare, sometimes their requests do not include a summary
2. Reply all to the original message from the executive 
3. Compose a message acknowledging receipt of the executive’s email (be sure your response  addresses what the executive is requesting, not just a blanket robotic response)
4. Send (make sure to reply all) 

How to notify the on call person of a new summary

1. After acknowledging the executive, forward the acknowledgment directly to the person that is on call, cc’ing Charlene and Katt (Do not include ee or EE on the email) 
2. Let the on call person know the summary has not been started and they should begin working on it when they begin their shift 
3. The on call person will reply to the team, letting everyone know they are handling the EE

How to create the EE summary document:

1. Look for previous EE documents regarding the same user.

a. If the escalation is the same (sometimes users escalate to multiple members of the leadership team) you may be able to use the same summary. If not, you may use the previous summary as a reference point. (Link any previous summaries to your document) 

2. Assign any Open or Pending tickets related to the issue to yourself and place On-Hold with the internal note, “EE is handling”. 

3. Contact the reporting user via a new ticket informing them we  have received their escalation and our team will review the case and be in touch within 24-48 hrs. 

4. Make a copy of the EE Template and save it to the EE Folder (DO NOT CREATE IN YOUR PERSONAL DRIVE) 

5. The title will be: EE/ Full name / uid/ Issue Type

6. Add the requested details in the EE/BBB/Special Projects folder under the EE/Legal Pending tab. Link your document. 

7. Along with adding your document to the sheet, the following information is required on all Legal/EE’s: 

a. High Level - Reason For Escalation (Tab I) 

b. USf/Limited Admissions Y/N (Tab J)

c. NDF- (Tab K) 

d. False Positive (Tab L) 

e. Status (Tab M) 

How to complete an EE summary: 

1. Add the initial email to the document under "Email Copy" by copying/pasting (If the email contains a screenshot, attach a copy of the screenshot or take a screenshot and insert the link)
2. Complete each step on the research chart, including your findings. 
3. Review all points fully regarding the issue. See EE Template for all review checkpoints.
4. After research is complete and documented, determine if this case is a Traditional Summary or a Soft Summary.
   a. Note that full research is still needed including an initial determination prior to selecting the summary type. If you have questions about which summary to choose or you have a case that is not outlined in the examples, please see Katt and Charlene for guidance.

Traditional Summary Case Types

1. False Positives
2. Discrimination complaints
3. Lawsuit threats
4. Multiple channels or members of LT contacted
5. Verified Harassment / threats

Soft summary Case Types

1. Routine Suspensions
2. Disputes
3. Contract Mgmt
4. Confirmed fraud
5. Limited admissions
6. Reporting unprofessionalism
7. Circumvention

Traditional Summary Process 

Soft Summary Process

Once the Summary is complete: 

To assist in tracking opportunities and recommendations, the case owner will follow through with the RCA Review. 

RCA Review Process