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:

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:

   • ✅ 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"

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
│
├─ 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 template
• claim-verification-checklist.md - Prevent fraud
• monthly-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. 📦