What term describes forwarding an item to the next level due to an absence of the current supervisor?

• A. Escalation
• B. Routing
• C. Delegation
• D. Referral

Answer: (B)

Routing is directing a work item to the next appropriate person or step in the workflow when the current handler is unavailable. This keeps the process moving by passing responsibility along the chain to the next level, rather than halting or seeking new input.

Escalation is about raising the issue to a higher authority for a decision or action, not simply moving it to the next person. Delegation involves transferring authority to someone else to carry out tasks, often with ongoing accountability, rather than just forwarding for continuation. Referral means sending the item to someone else for input or service outside the usual chain of command.

In this scenario, routing best fits because the goal is to keep the workflow progressing by forwarding the item to the next level when the current supervisor is absent.