Catastrophe Mode
When volume spikes, you don’t need a chatbot. You need a surge protocol.
How we're different
- Changes routing thresholds with an audit trail.
- Increases follow-up cadence for missing critical info.
- Updates message tone to “high-volume event”.
Trust rule: AI drafts, humans decide for sensitive outcomes.
What changes
Follow-ups
Due timers shorten (more frequent outreach for missing items).
Routing
Severity bias prioritizes re-housing and high-impact claims.
Templates
Messaging reflects surge conditions while staying policy-gated.
Visibility
Dashboards show backlog, TFR, adequacy trends.