| 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.
📸 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 → Locked Cabinet
├─ Phones (all smartphones)
├─ Wallets (cash or cards inside)
├─ Jewelry (watches, rings, necklaces)
├─ Keys (car keys, house keys)
├─ Tablets/Electronics
└─ Prescription medications
Regular Items → Open Shelving
├─ Clothing (coats, hats, scarves)
├─ Toys and stuffed animals
├─ Water bottles
├─ Sunglasses (non-designer)
└─ General accessories
Perishables → Dispose After 2 Hours
├─ Opened food items
├─ Drinks
├─ 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
🔍 Claiming Process (Prevent Fraud)
Verification Protocol
BEFORE Showing the Item:
-
Ask for description:
- "What does it look like?"
- "What color is it?"
- "Are there any distinguishing marks?"
- "What's on the case/keychain?"
-
Listen for specific details:
- ✅ Specific: "Blue phone with cracked screen and photo of golden retriever"
- ❌ Generic: "It's a phone"
- ✅ Specific: "Black wallet with my driver's license"
- ❌ Generic: "A wallet with money in it"
-
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
│
├─ Can they describe item accurately?
│ │
│ ├─ YES → Show item
│ │ │
│ │ ├─ High-value item?
│ │ │ │
│ │ │ ├─ YES → Additional verification
│ │ │ │ ├─ Can unlock phone? → RELEASE
│ │ │ │ ├─ ID matches contents? → RELEASE
│ │ │ │ ├─ Knows specific details? → RELEASE
│ │ │ │ └─ Can't verify? → HOLD, ask more questions
│ │ │ │
│ │ │ └─ NO (regular item) → RELEASE
│ │ │
│ │ └─ They confirm it's theirs? → RELEASE
│ │
│ └─ NO (vague description) → Ask clarifying questions
│ ├─ Still vague? → DO NOT RELEASE
│ └─ Gets specific? → Continue verification
│
└─ Suspicious behavior?
├─ Multiple failed attempts → Note description, possible fraud
├─ Aggressive/demanding → Call security
└─ Reasonable mistake → 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
🗺️ Location Pattern Analysis
Common Loss Patterns (Check These FIRST)
Ice Rink Area → 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 → Phones & Wallets
- People set them down while eating/drinking
- Check under tables during cleanup
- High fraud risk - verify carefully
Kids Play Areas → 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 → Jackets & Bags
- Hung on hooks and forgotten
- Check bathroom hooks every 2 hours
- Store promptly (theft risk)
Entrance/Exit → Single Gloves
- Falls out of pockets in winter
- Low claim rate (people don't return for one)
- Donate batch monthly
Near Seating → 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)
📊 Unclaimed Item Policy
30-Day Hold Period
Timeline:
Day 0-7: Active Claims
├─ Check log 3x daily
├─ Proactive announcements
└─ Social media posts for distinctive items
Day 8-30: Passive Hold
├─ Check log 1x daily
├─ Items remain available
└─ Space permitting
Day 30: Disposition
├─ High-value items → Charity donation with receipt
├─ Clothing → Homeless shelter
├─ Toys → Children's hospital
├─ Unusable → Dispose
└─ Document all dispositions
Donation Documentation
- Itemized list for charity
- Get receipt for festival records
- Photo before donation
- Clear log entries as "donated"
📋 Templates & Forms
See templates/ directory for:
lost-item-intake-form.md - Complete documentation templateclaim-verification-checklist.md - Prevent fraudmonthly-pattern-report.md - Track trends
🔗 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. 📦
