headcount is an organization of independently installable Claude Code plugins, each grouping skills for a department such as finance, security, or demand generation. Claude Code users install the departments they need and invoke their skills for specialized work; the catalogue entries are skills and related agent tooling from that organization.
Getting it into your agent
One page per mod, every tool's command on it. A separate URL per tool would split the same page into five that compete with each other.
npx agentmods add skills/cbrock84/headcount/escalation-managementnpx skills add cbrock84/headcount --skill escalation-managementgit clone --depth 1 https://github.com/cbrock84/headcountWrote this? Show the measurements
A badge with what this costs and how it scanned, read live from this page, so it follows the numbers instead of freezing them. Markdown for a README, HTML for a documentation site or a project page.
[](https://agentmods.dev/skills/cbrock84/headcount/escalation-management)<a href="https://agentmods.dev/skills/cbrock84/headcount/escalation-management"><img src="https://agentmods.dev/badge/skills/cbrock84/headcount/escalation-management.svg" alt="Measured on agentmods" height="20"></a>What it costs to keep this loaded
Counted locally with the o200k_base tokenizer, which is exact for GPT models; Claude uses its own tokenizer and its counts differ. Treat this as one consistent yardstick across the catalogue rather than a bill. Prices are per million input tokens.
| Model | Per session | Once invoked |
|---|---|---|
| Fable 5.1 | $0.00078 | $0.00682 |
| Opus 5 | $0.00039 | $0.00341 |
| Sonnet 5 | $0.00016 | $0.00136 |
| Haiku 4.5 | $0.00008 | $0.00068 |
Grade A, and why
escalation-management scanned grade A with 0 findings against 26 rules in 11 categories — prompt injection, anti-refusal, data exfiltration, privilege escalation, supply chain, agent snooping, system-prompt leakage, SSRF and excessive agency — measured 2d ago.
A static scan of the body, not an audit. Every finding is printed with the line that produced it so you can judge whether it matters here. A mod is markdown that instructs an agent; that is exactly why what it instructs is worth reading.
Nothing flagged
None of the 26 patterns this scan looks for appear in this file: no shell pipes, no recursive deletes, no credential paths, no hidden text, no instruction-override or anti-refusal phrasing, no agent-config snooping. That is not a guarantee, it is the absence of the things that are checkable.
How it starts
The opening of the file, as written. The whole thing — 67 lines — stays where its author put it; the contents beside it link to each section on GitHub.
Escalation management
An escalation is a signal that the normal path failed. Handling it well matters; the more useful question afterward is why it was needed.
Assess severity from the customer's position
Severity is what it costs them, not how alarming it looks internally. A cosmetic bug blocking a regulated filing is severe. A total outage of a feature nobody uses is not.
Ask: what can they not do, how many people, is there a workaround, and is there a deadline attached. That last one converts a medium into a critical more often than anything technical.
Running one
Own it visibly. One named person, introduced to the customer, who does not disappear. Escalations get worse when ownership is ambiguous — the customer starts re-explaining, which is its own insult.
Communicate on a stated cadence, and hold it even when there is nothing new. "No update yet, next update at three" preserves trust; silence destroys it faster than bad news does. Customers escalate again because they heard nothing, far more often than because of the underlying issue.
Separate acknowledgment from explanation. Acknowledge the impact immediately, in their terms. Explanation comes when you actually know. Leading with a cause you have not confirmed means retracting it later, and the retraction is what they remember.
Do not over-promise to end the conversation. Every commitment made under pressure to a frustrated customer is a commitment someone has to keep, and failing a recovery promise ends the relationship.
Executive escalation
When a customer reaches your leadership, the relationship is already damaged — the escalation is the symptom.
Brief the executive properly before the call: what happened, what we have done, what we are committing to, and what not to promise. An executive walking in uninformed makes commitments the delivering team learns about afterward.
Recovery
Recovery is not an apology. It is: acknowledge specifically what failed, say what changed so it cannot recur, and demonstrate it over time. Credits and discounts are compensation, not recovery — they close the ledger without addressing the trust.
What this file has done since we first saw it
Hashed on every crawl. A supply-chain change to an agent config is a question of when, not whether, so the history is kept rather than the latest state alone.
- 2d ago Changed · +7 lines 8984940e0dda
- 6d ago First seen · 60 lines · 78 tokens per session scan A 00346e4f8f44
escalation-management is a skill published in the GitHub repository cbrock84/headcount (1,284 stars, last pushed 3d ago), licensed MIT. It adds 78 tokens to every session and 682 once invoked, about $0.0004 per session on Opus 5. A static security scan graded it A with 0 findings. No closer match exists in the catalogue, so it is treated as the original; first seen 2026-08-30.
Other skills, from other repositories
save
Save durable decisions, findings, plans, and implementation knowledge from the visible Codex conversation into a new or existing NeatContext context. Use only when the user explicitly invokes this skill or asks to preserve the current conversation as reusable context.
mode
Show or set NeatContext routing to auto, ask, or manual for Codex, with an optional default shared with every other NeatContext host. Use only when the user explicitly invokes this skill or clearly asks to change routing behavior.
status
Report the NeatContext context and routing mode active in Codex, including missing-file or stale-routing warnings. Use when the user asks which context is connected or explicitly invokes this skill.
list
List the local NeatContext Contexts available to Codex. Use when the user asks what contexts exist, what can be connected, or explicitly invokes this skill.
build-oxpecker-web-app
Build or modify an Oxpecker web application in idiomatic F#, using endpoint routing, functional EndpointHandler and EndpointMiddleware composition, ASP.NET Core metadata, and focused endpoint tests.
dns
This skill should be used when the user asks about "DNS", "domain resolution", "GeoDNS / geo routing", "latency-based routing", "weighted / failover routing", "Route 53 / Cloud DNS", an "A/CNAME/ALIAS record", "anycast", or "DNS TTL / propagation". It gives the global front door that maps a name to the right IP and…