Membership Officer - When to Escalate or Hand Off Communication

Words of Wisdom

You do not need to handle every situation yourself.

Knowing when to involve the right person is part of doing the job well.

What Success Looks Like

• Members are connected with the right resources.
• Issues are addressed at the appropriate level.
• Volunteers stay within their role and authority.
• Concerns are escalated before they grow.

Best Practices

• Escalate early when needed.
• Stay within your role.
• Share facts, not assumptions.
• Ask when unsure.

Common Pitfalls

• Trying to solve everything yourself.
• Waiting too long to escalate.
• Making promises outside your authority.
• Sharing sensitive information unnecessarily.

Purpose

Most member interactions can be handled directly by a Membership Officer or Area Coordinator.

This page explains when to escalate or hand off a situation to others.

When to Escalate

Escalate when:

• You are unsure how to proceed.
• The issue is outside your authority.
• The situation involves policy, privacy, or member safety.
• The concern continues to grow despite your efforts.

When in doubt, ask for guidance.

Who to Escalate To

Depending on the situation:

Situation	Who to Escalate To	Notes
Leadership concerns, conflicts, group-level issues, ongoing or complex situations	Local Secretary (LocSec)	LocSec will involve the ExComm if needed
Need advice or ideas	Mensa Connect Membership Officer Community	Good for advice, ideas, and peer input
Membership records, policy, or administrative issues	National Office (NO)	Includes official records and processes
Guidance on engagement or membership practices	National Membership Officer	Strategic guidance and best practices

How to Escalate

• Provide a brief, factual summary
• Include relevant context (without speculation)
• Share any documentation if needed
• Clearly state what you are unsure about

Example: I received a message from a member regarding [issue]. I’m not sure how best to proceed and wanted to bring this to your attention.

Your Role

• Involve others when a situation exceeds your role or authority.

• Make commitments only when you are able to follow through.

• Refer policy questions to the appropriate resource or authority.

• Respect privacy and handle sensitive information appropriately.

After Escalating

• Step back unless asked to assist
• Respect confidentiality
• Follow any guidance provided

Common Situations

Situation	Recommended Action
Membership Record Issues Incorrect membership status Renewal or payment issues Address or account errors	Refer to National Office staff.
Policy or Rules Questions Eligibility questions Complaints about policies Requests for official interpretations	Refer to National Office or appropriate leadership.
Repeated Complaints or Ongoing Issues Repeated dissatisfaction Ongoing disputes Escalating frustration	Inform the Local Secretary or ExComm. Do not attempt to resolve the issue alone.
Conflict Between Members Personal disputes Complaints about behavior at events Interpersonal issues	Escalate to the Local Secretary, Local Ombuds, or appropriate leadership.
Harassment or Inappropriate Behavior Offensive, threatening, or abusive messages Repeated unwanted contact Behavior that makes others uncomfortable	Stop engaging. Document the interaction. Escalate to the Local Secretary, Ombuds, or National Advocate.
Privacy or Data Concerns Requests for member contact information Concerns about how data is used Requests to be removed from lists	Do not share member contact information without permission. Members may use the Membership Directory in accordance with Mensa policies. Escalate or confirm with the appropriate authority.
Media or External Inquiries Requests from journalists Public-facing questions about Mensa Requests for official statements	Refer to Local Group leadership or the designated media contact, if your Local Group has one.

Related

• Responding to Members
• Handling Difficult or Negative Responses
• Membership Officer - Working with Other Roles
• Local Secretary