Two configuration settings are provided to support an agency's custom escalation processing. An agency can create custom processing that is invoked if a priority factor is not addressed within a specified number of days. For example, an agency may wish to send a notification to a caseworker reminding them that a factor marked as a priority has not been addressed. Depending on the custom processing that is implemented, the notification may take the form of an email that is sent to the caseworker's inbox or a reminder that is displayed in the caseworker's calendar.