Team members are empowered to take action when outcomes are at risk

Empowering Team Members to Mitigate Risks
Empowering team members to take action when outcomes are at risk ensures timely responses to potential issues and minimizes disruptions. Clear guidance from the workload owner, along with well-defined escalation mechanisms, allows team members to take appropriate action while knowing when to escalate matters for further support.

Define Guidance for Team Members

The workload owner should provide clear guidance to team members regarding their roles and responsibilities when outcomes are at risk. This guidance includes the scope of actions that team members are authorized to take independently. Establishing clear boundaries empowers individuals to act confidently when issues arise, ensuring swift mitigation.

Empower Team Members to Take Immediate Action

Empower team members by allowing them to take immediate action when certain predefined conditions are met. This can include addressing minor incidents, adjusting workloads, or executing remediation plans. Empowering team members to take action ensures that risks are mitigated promptly without waiting for approvals, minimizing potential impact on outcomes.

Establish Escalation Mechanisms

For situations that fall outside of the predefined scope, establish escalation mechanisms that team members can use to seek further direction. This includes identifying whom to contact and the procedures to follow for escalating issues. Escalation mechanisms provide a safety net, ensuring that more complex risks are handled by those with the appropriate authority and expertise.

Foster a Culture of Trust and Accountability

Create a culture of trust where team members feel comfortable taking action within their defined scope. Recognize and reward proactive behavior to reinforce empowerment and accountability. Fostering trust encourages individuals to take ownership of outcomes and act decisively when risks arise.

Supporting Questions

• What guidance is provided to team members for acting when outcomes are at risk?
• How are team members empowered to take immediate action in response to risks?
• What escalation mechanisms are in place for situations outside of the defined scope?

Roles and Responsibilities

Workload Owner
Responsibilities:

• Define the scope of actions that team members are empowered to take when outcomes are at risk.
• Provide guidance and direction for team members, including escalation procedures.

Team Member
Responsibilities:

• Take appropriate actions within the defined scope to mitigate risks.
• Use escalation mechanisms when events fall outside of their authorized scope of action.

Escalation Manager
Responsibilities:

• Provide support and guidance to team members when risks are escalated.
• Make decisions regarding complex issues that fall outside the defined scope for immediate action.