When every request is marked urgent, the label stops helping people decide what should interrupt their work.
That is a prioritization problem, not proof of managerial incompetence. Teams can define response expectations without treating a missed call as loss of rights.
One possible model is:
- Routine: Use the normal work system and agree on a reasonable response window.
- Blocked: Use a faster channel when another person cannot proceed.
- Critical: Call when there is immediate safety, security, service, or material financial risk.
The exact channels and times depend on the work, geography, accessibility needs, and on-call agreements. A useful escalation policy makes urgency specific and protects both focus and genuine emergencies.
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