New Day Recovery

A New Day Recovery Center · Divine Holiness Outreach Ministry — Senath, Missouri
First Edition · October 2026

Read this chart from the bottom up — start at Staff and follow the arrows upward.

The escalation chain

• PASTOR
  Bishop Jamie Jones
  Only the Program Director or the Traveling Director communicates with the Pastor — this is the final step in the chain.
• ↑
• TRAVELING DIRECTOR
  Rebecca Williams
  Staff call her ONLY when the Program Director is unavailable. Either she or the Program Director communicates with the Pastor.
• ↑
• PROGRAM DIRECTOR
  Joshua Damon Brown
  The General Manager brings it here when it is beyond their scope or no solution is working.
• ↑
• GENERAL MANAGER
  Kyle Hubbard · KHubbard@senathhc.com
  The manager cannot find and implement a solution, or it is outside the manager’s scope of practice.
• ↑
• MANAGER
  Men’s: Pastor Bobby · counselor1@senathhc.com
  Women’s: LaTonya Townson · LTownson@senathhc.com
  A staff member brings a situation outside their comfort level or scope of practice.
• ↑
• STAFF MEMBER
  “A situation outside my comfort level or scope of practice — I call my manager.”

When to escalate

• Staff member calls their manager when a situation is outside their comfort level or scope of practice.
• Manager calls the General Manager when the situation is outside the manager’s scope of practice, and/or the manager cannot find and implement a solution.
• General Manager calls the Program Director when the situation is beyond the General Manager’s scope or no workable solution has been found.
• Traveling Director (Rebecca Williams) is called ONLY when the Program Director is unavailable — if he is unavailable, staff call her instead of waiting for him.
• Program Director (Joshua Damon Brown) or Traveling Director (Rebecca Williams) communicates with the Pastor, Bishop Jamie Jones, when the situation cannot be handled below. No one else takes a situation to the Pastor directly.
• Escalate early, not late. A situation passed up while it is still small is far easier to resolve than one passed up after it has grown.
• Asking up the chain is strength, not failure. No one at New Day Recovery is expected to carry a situation they are not equipped to carry.
• Never work outside your scope of practice while waiting for a callback. Stay within what you are trained and authorized to do, keep everyone safe, and let the next level make the call that is theirs to make.
• Move one level at a time. Each level decides first whether the situation is theirs to handle; if it is not, they — not the original caller — carry it to the next level.

Before you call

• Who is involved — names and roles.
• What happened, in plain, factual words — what you saw and heard, not conclusions.
• When it happened, and whether it is still happening.
• What you already tried, so far, and what resulted.
• What you need: a decision, a person on site, permission, or guidance.
• Is anyone unsafe right now? If yes, act first — see Emergencies — then call.

Emergencies — act first, then notify up the chain

After the call

Every escalation gets logged — on the same shift it happens. Record the date and time, who called whom, the situation in brief, the decision that was made, and who owns the follow-up.

Contact directory

Blank cells (shown as —) are blank in the source document. Fill in by hand or in the file and reprint when it changes. Post the current copy where staff can reach it on every shift.

When in doubt, call up. That is what the chain is for.