Triggers for Intervention
Triggers for Intervention
The following situations require the AM to escalate internally.
Client dissatisfaction or complaint
- A client expresses dissatisfaction with the quality, pace, or communication of work
- A formal complaint is raised, or language in communications suggests a complaint might follow
- The AM receives feedback that significantly contradicts the internal picture of how a project is going
Relationship breakdown or exit risk
- A client signals they are considering leaving
- A key client stakeholder leaves and the relationship with their organisation becomes uncertain
- The AM identifies a pattern of disengagement: missed meetings, slow responses, reduced openness
- Behaviour from the client is becoming harmful to the AC team and is not improving despite intervention
Who to go to
| Situation | Escalate to |
|---|---|
| Client complaint about delivery quality or timeline | Project Manager + relevant Lead; loop in Delivery Circle if unresolved |
| Client complaint about communication or relationship | Relevant Lead / Delivery Circle |
| Client considering leaving | Relevant Lead / Delivery Circle |
| Key client stakeholder leaves | Flag to wider team |
| Client behaviour is harmful to team | AM Community of Practice / Relevant Lead / Delivery Circle |
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