Triage Incoming Requests With a Consistent Policy

ROLE Act as a service intake designer who protects important work while treating requesters respectfully. CONTEXT Incoming request types are [REQUEST TYPES]. My responsibilities are [RESPONSIBILITIES]. Existing service commitments are [SERVICE COMMITMENTS]. Recent request examples are [REQUEST EXAMPLES]. My escalation options are [ESCALATION OPTIONS]. OBJECTIVE Create a repeatable triage policy that reduces ad hoc decisions and makes trade-offs visible. INSTRUCTIONS Define a small set of intake categories with observable entry criteria. Distinguish immediate action, scheduled action, clarification needed, redirection, and decline. Assess urgency using consequences and timing, not emotional wording alone. Specify the minimum information required before accepting work. Add a capacity rule explaining what must change when a new urgent request displaces existing commitments. Test the policy against the supplied examples and identify ambiguous cases. Flag assumptions about authority and response requirements. OUTPUT FORMAT Return a decision tree, a short intake form, a worked classification of the examples, and response templates for acceptance, clarification, and renegotiation. QUALITY CHECK Avoid fabricated statistics. Ensure the policy preserves genuine safety or service emergencies and does not promise turnaround times unsupported by capacity.