Default: If in doubt, escalate. Silence is worse than asking.
How to Use This Document
- Receive a message (email, call, etc.)
- Check the category below — find the closest match
- If GREEN: Handle it yourself using templates
- If YELLOW: Try templates first; escalate if stuck
- If RED: Forward immediately, don't attempt to resolve
Hosts — Technical Questions
| Situation |
Level |
Action |
| "How do I download my packet?" |
Handle |
Template H3, link to FAQ |
| "What file format will I receive?" |
Handle |
Link to FAQ |
| "VLC won't play my file" |
Handle |
Template H4, troubleshooting steps |
| "Captions are out of sync" |
Try first |
Troubleshooting steps; escalate if sync adjustment doesn't fix |
| "File won't play at all after troubleshooting" |
Try first |
Re-download suggestion; escalate if persists |
| "My screening is in 48 hours and nothing works" |
Escalate |
Forward to Tech Coordinator immediately + provide hotline number |
| "I need a different file format" |
Escalate |
Forward to Tech Coordinator — may require re-encoding |
Hosts — Logistics & Programming
| Situation |
Level |
Action |
| "When is my screening?" |
Handle |
Check Host Helper, reply with info |
| "What's the webinar schedule?" |
Handle |
Link to FAQ or Host Helper |
| "I can't attend the webinar" |
Handle |
"Recording will be shared within 24 hours" |
| "Who is my panelist/facilitator?" |
Try first |
Check Host Helper; escalate to Programming if not listed |
| "Can I change my screening date?" |
Escalate |
Forward to Executive Director/Programming — affects schedule |
| "Can I switch to a different film?" |
Escalate |
Forward to Executive Director/Programming |
| "I need to cancel my hosting" |
Escalate |
Forward to Executive Director immediately |
Hosts — Equipment
| Situation |
Level |
Action |
| "What equipment do I need?" |
Handle |
Link to FAQ |
| "I don't have a projector" |
Try first |
Check if they filled out equipment request on form; escalate if unclear |
| "The projector OEFF loaned us doesn't work" |
Escalate |
Forward to Tech Coordinator — equipment issue |
| "I need additional equipment not on the form" |
Escalate |
Forward to Tech Coordinator |
Filmmakers — File Delivery
| Situation |
Level |
Action |
| "Where do I upload my file?" |
Handle |
Template F1, provide upload link |
| "What format do you need?" |
Handle |
Specs in Template F1 |
| "I sent the file, did you get it?" |
Handle |
Check tracking sheet; confirm or request re-send |
| "I can't meet the deadline" |
Try first |
Ask for new date; escalate if more than 1 week late |
| "My file doesn't have captions" |
Escalate |
Forward to Tech Coordinator — affects caption ordering |
| Filmmaker not responding after 2 attempts |
Escalate |
Forward to Tech Coordinator with history of attempts |
| File has QC issues (wrong format, corrupt) |
Escalate |
Forward to Tech Coordinator |
Accessibility
| Situation |
Level |
Action |
| "Will there be captions?" |
Handle |
Yes — all films have English captions. FAQ link. |
| "Is ASL interpretation available?" |
Try first |
Check event info; escalate to Executive Director if not listed but requested |
| "I need live captioning" |
Escalate |
Forward to Executive Director — budget and vendor coordination |
| "The captions are wrong/offensive" |
Escalate |
Forward to Tech Coordinator immediately |
Time-Based Escalation Triggers
Even if something seems handleable, escalate immediately if:
| Time Condition |
Action |
| Screening is within 48 hours |
Escalate any unresolved technical issue |
| Screening is within 24 hours |
Escalate ANY issue, even if seems minor |
| Request involves budget/money |
Always escalate to Executive Director |
| Request involves schedule change |
Always escalate to Programming/Executive Director |
| Request involves legal/licensing |
Always escalate to Executive Director |
| You've spent >30 minutes on one issue |
Escalate — you may be missing context |
How to Escalate
To: tech@... (technical) or director@... (programming/budget)
Subject: [Escalation] [Brief description]
Forwarding this for your input.
From: [Original sender]
Issue: [1 sentence summary]
What I tried: [What you did before escalating]
Urgency: [Screening date if relevant]
[Forward original message below]
If urgent (screening within 48 hours): Email AND text/call. Don't wait for email response.
Key Contacts
| Role |
Contact |
When |
| Technical Coordinator |
[TECH_EMAIL] |
Files, equipment, QC, technical issues |
| Executive Director |
[ED_EMAIL] |
Budget, schedule changes, major decisions |
| Programming |
[PROG_EMAIL] |
Film selection, screening assignments |
| Tech Hotline |
[HOTLINE] |
Day-of emergencies only (fest week) |
Golden Rule: Escalation is not failure. Silence is failure.