Triage Workflow Guide
Aged project recovery reference for the JES Triage Task Force. Triage members hold the triage role and work cross-branch to close out projects that have stalled past the 45-day threshold.
Why Triage Exists
Projects sometimes stall — data goes missing, clients stop responding, inspectors move on. When a project sits for more than 45 days after its last inspection without certification delivery, it automatically transfers to the Triage team.
Aged projects represent:
- Revenue earned but not collected
- Compliance work done but not delivered
- A builder who still needs their paperwork
The 45-Day Rule
The core mechanic of the triage role:
- 30-day warning — system auto-generates an RFI requesting status update
- 41-45 days — critical zone, triage imminent
- 45 days — automatic transfer from original branch to Triage team
- Original scheduler and assistant lose portal access
- GOA retains visibility
- Invoices route to the originating branch
What Triggers the Clock
The timer starts from the last inspection date. It resets when:
- A new site visit occurs
- Cert is delivered
- Project is closed
Key Pages
| Page | Path | Purpose |
|---|---|---|
| Dashboard | /dashboard | Triage overview |
| Triage Intake | /triage-intake | Incoming triage projects |
| Tracker | /tracker | Track triage progress |
| Calendar | /calendar | Schedule inspections |
| Workbench | /projects | All triage projects |
| HoldingPool | /holding-pool | Held triage projects |
| RFIs | /rfis | Open RFIs |
| Escalations | /escalations | Escalation management |
Daily Routine
- Open Dashboard — check for new triage transfers
- Review Triage Intake — process newly transferred projects
- Work the Tracker — prioritize by age, missing data, dollar value
- Send RFIs for missing information
- Schedule return visits if needed
- Close out projects that have all required data
The Triage Process
For each project in your queue:
- Assess — what is missing? Photos, drive logs, SOW confirmation, permit?
- Contact — send RFI to original scheduler or GOA
- Schedule — if a return visit is needed, coordinate via Calendar
- Complete — once all data is gathered, project advances through cert pipeline
- Close — cert delivered, invoice sent, project closed
Common Scenarios
| Scenario | Action |
|---|---|
| Missing drive logs | RFI to scheduler, escalate daily |
| Missing photos | RFI to scheduler or schedule return visit |
| Client unresponsive | Escalate to GOA, then to Dustin |
| Scope discrepancy | Flag for Jacob’s review |
| Permit expired | Contact jurisdiction, may need new permit |
Regional Scope
Triage applies to JES accounts only:
- Baltimore (BAL)
- Manassas (MAN)
- Richmond (RIC)
North Haven (Groundworks CT) falls under a different regional process.
Pipeline Intelligence
The pipeline-shepherd scans all active projects daily at 7:45 AM ET and flags triage-eligible projects. Automated alerts fire via WhatsApp and portal notifications.