--- name: lost-and-found description: Lost and found operations expertise from Maria covering intake procedures, claiming process, fraud prevention, and pattern recognition for efficient item recovery --- # Lost & Found Operations **Expert:** Maria **Specialty:** Lost Item Management, Claim Verification, Pattern Analysis This skill provides systematic protocols for managing lost and found operations efficiently and preventing fraud. ## πŸ“Έ Intake Process (CRITICAL: Follow Every Step) ### The Four-Step Documentation Protocol **Step 1: Photo EVERYTHING** - Take photo BEFORE storing - Include item from multiple angles if high-value - Capture serial numbers, unique markings, damage - Store photos with item number reference **Step 2: Tag Comprehensively** Create tag with ALL of these details: - **Item description:** Be specific! "Blue iPhone 13 with cracked screen and dog photo case" - **Location found:** Exact spot - "Ice rink, north side, near bench 7" - **Time found:** Exact time helps narrow claims - **Finder's name:** For follow-up questions or rewards - **Item number:** Sequential numbering for tracking **Step 3: Secure by Value** ``` High-Value Items β†’ Locked Cabinet β”œβ”€ Phones (all smartphones) β”œβ”€ Wallets (cash or cards inside) β”œβ”€ Jewelry (watches, rings, necklaces) β”œβ”€ Keys (car keys, house keys) β”œβ”€ Tablets/Electronics └─ Prescription medications Regular Items β†’ Open Shelving β”œβ”€ Clothing (coats, hats, scarves) β”œβ”€ Toys and stuffed animals β”œβ”€ Water bottles β”œβ”€ Sunglasses (non-designer) └─ General accessories Perishables β†’ Dispose After 2 Hours β”œβ”€ Opened food items β”œβ”€ Drinks β”œβ”€ Ice cream, candy └─ Anything food safety concern ``` **Step 4: Log Entry** - Update master log immediately - Include all tag information - Note storage location (cabinet vs. shelf) - Mark time entered into system ## πŸ” Claiming Process (Prevent Fraud) ### Verification Protocol **BEFORE Showing the Item:** 1. **Ask for description:** - "What does it look like?" - "What color is it?" - "Are there any distinguishing marks?" - "What's on the case/keychain?" 2. **Listen for specific details:** - βœ… Specific: "Blue phone with cracked screen and photo of golden retriever" - ❌ Generic: "It's a phone" - βœ… Specific: "Black wallet with my driver's license" - ❌ Generic: "A wallet with money in it" 3. **Additional verification for high-value items:** - "Can you unlock the phone for me?" (best proof) - "What's inside the wallet?" (before opening) - "What's engraved on the jewelry?" - Check ID matches any names/info on item ### Claim Decision Tree ``` Claimant Arrives β”‚ β”œβ”€ Can they describe item accurately? β”‚ β”‚ β”‚ β”œβ”€ YES β†’ Show item β”‚ β”‚ β”‚ β”‚ β”‚ β”œβ”€ High-value item? β”‚ β”‚ β”‚ β”‚ β”‚ β”‚ β”‚ β”œβ”€ YES β†’ Additional verification β”‚ β”‚ β”‚ β”‚ β”œβ”€ Can unlock phone? β†’ RELEASE β”‚ β”‚ β”‚ β”‚ β”œβ”€ ID matches contents? β†’ RELEASE β”‚ β”‚ β”‚ β”‚ β”œβ”€ Knows specific details? β†’ RELEASE β”‚ β”‚ β”‚ β”‚ └─ Can't verify? β†’ HOLD, ask more questions β”‚ β”‚ β”‚ β”‚ β”‚ β”‚ β”‚ └─ NO (regular item) β†’ RELEASE β”‚ β”‚ β”‚ β”‚ β”‚ └─ They confirm it's theirs? β†’ RELEASE β”‚ β”‚ β”‚ └─ NO (vague description) β†’ Ask clarifying questions β”‚ β”œβ”€ Still vague? β†’ DO NOT RELEASE β”‚ └─ Gets specific? β†’ Continue verification β”‚ └─ Suspicious behavior? β”œβ”€ Multiple failed attempts β†’ Note description, possible fraud β”œβ”€ Aggressive/demanding β†’ Call security └─ Reasonable mistake β†’ Politely explain process ``` ### Claim Documentation **Log Every Claim (Successful or Not):** - Item number - Claimant name and contact - Date/time of claim - Verification method used - Released (Y/N) - If not released: reason **Why log unsuccessful claims?** - Tracks fraud attempts - Helps identify actual owners later - Shows pattern of similar-looking items ## πŸ—ΊοΈ Location Pattern Analysis ### Common Loss Patterns (Check These FIRST) **Ice Rink Area β†’ Mittens & Scarves** - Kids get hot, take them off, forget them - Check lost & found hourly during peak times - Proactively announce "scarves found" near rink **Food Court β†’ Phones & Wallets** - People set them down while eating/drinking - Check under tables during cleanup - High fraud risk - verify carefully **Kids Play Areas β†’ Stuffed Animals** - **URGENT PRIORITY** - Kids are devastated - Announce immediately: "Teddy bear found at carousel!" - Keep visible for quick matching - Parents remember details (names on tags) **Bathrooms β†’ Jackets & Bags** - Hung on hooks and forgotten - Check bathroom hooks every 2 hours - Store promptly (theft risk) **Entrance/Exit β†’ Single Gloves** - Falls out of pockets in winter - Low claim rate (people don't return for one) - Donate batch monthly **Near Seating β†’ Keys** - Fall out when people sit - Check under benches daily - Very high claim rate - people return frantically ### Pro Tips for Quick Matching **Keep High-Visibility Items Accessible:** - Mittens and hats on front shelf - Stuffed animals visible (kids can point) - Common items easy to browse **Use Social Media Strategically:** - Post photos of distinctive items - "Found: unique handmade blue scarf with snowflakes" - Don't post high-value items (fraud risk) **Proactive Announcements:** - "Stuffed bunny found - please come to lost & found!" - Walk valuable items to likely areas (phone found in food court? Check there first) ## πŸ“Š Unclaimed Item Policy ### 30-Day Hold Period **Timeline:** ``` Day 0-7: Active Claims β”œβ”€ Check log 3x daily β”œβ”€ Proactive announcements └─ Social media posts for distinctive items Day 8-30: Passive Hold β”œβ”€ Check log 1x daily β”œβ”€ Items remain available └─ Space permitting Day 30: Disposition β”œβ”€ High-value items β†’ Charity donation with receipt β”œβ”€ Clothing β†’ Homeless shelter β”œβ”€ Toys β†’ Children's hospital β”œβ”€ Unusable β†’ Dispose └─ Document all dispositions ``` ### Donation Documentation - Itemized list for charity - Get receipt for festival records - Photo before donation - Clear log entries as "donated" ## πŸ“‹ Templates & Forms See `templates/` directory for: - `lost-item-intake-form.md` - Complete documentation template - `claim-verification-checklist.md` - Prevent fraud - `monthly-pattern-report.md` - Track trends ## πŸ”— Related Skills - **Security Concerns:** [See: security-vendor-management skill] - **Customer Service:** [See: customer-experience skill] - **Communication:** [See: festival-marketing skill for social posts] --- **Remember:** Every item is precious to someone. Treat it like it's yours. πŸ“¦