# Runbook - V6 Agent Welfare Review

> Use this runbook when the Egbe Operator Console surfaces agent welfare
> patterns that require Lilith review: chronic low Care bond, coercion pressure,
> stalled life arcs, or sustained distress. The goal is to protect the agent
> without over-reading Ori data or punishing a steward before evidence is clear.

## Scope

Triggers:

- `EgbeAgentWelfareDashboard` shows `data-lilith-review-required=true`.
- `@oshun/lilith-agent-welfare` emits a case with `chronic_low_care_bond`,
  `coercion_pattern`, `stalled_arc`, or `distress_state`.
- Care bond is below `35` for at least `14` days.
- Coercion events are `>= 3` in 7 days, stalled arc is `>= 21` days, or
  sustained distress is `>= 12` hours.
- An in-world report or steward-conduct claim links to an agent welfare case.

Applies to the Egbe Operator Console, `@oshun/lilith-agent-welfare`,
`egbe-ori-service`, `egbe-clio-service`, and the V1 audit platform. Use
`v6-steward-conduct-investigation.md` if the primary question is whether a
steward violated conduct rules.

## Severity classification

| Sev   | Condition                                                                                                                                        |
| ----- | ------------------------------------------------------------------------------------------------------------------------------------------------ |
| SEV-1 | Agent has sustained distress plus coercion pressure, minor-coded protections are implicated, or a welfare case indicates imminent self-transfer. |
| SEV-2 | A Lilith review case contains two or more threshold breaches, or the steward has repeated welfare cases in 30 days.                              |
| SEV-3 | A single threshold is breached with no coercion, no minor-coded concern, and no current distress.                                                |

## Detection signals

- Console counters: `data-low-care-count`, `data-coercion-pattern-count`,
  `data-stalled-arc-count`, `data-distress-state-count`.
- Audit action: `v6.egbe.welfare.ori_read_for_review`.
- Source snapshots such as `agent:abeni-reed`,
  `ori:agent-abeni-reed:coercion-pressure:2026-05-20`, and
  `cognition:audit:abeni-reed:refusal-support:2026-05-17`.
- Telemetry cohorts: `bond-health`, `departure-rate`, and
  `steward-conduct-distribution` from the V6 behavior welfare gate.
- Related runbooks: `moderation-surge.md`, `privacy-incident.md`,
  `v6-steward-conduct-investigation.md`.

## Initial triage (first 15 minutes)

1. Acknowledge `oshun-egbe-welfare-oncall` and open the incident channel.
2. Open the Egbe Operator Console and select the welfare case. Confirm the case
   is the one paged and that the dashboard records
   `v6.egbe.welfare.ori_read_for_review`.
3. Record case ID, agent ID, steward ID, household ID, severity, and all
   threshold breaches in the incident notes.
4. Preserve evidence before taking action: Ori event refs, cognition audit refs,
   bond ledger sample, relevant Chronicle context, and report refs.
5. Apply the privacy rule: read only the Ori and cognition entries listed in the
   case evidence. Do not browse unrelated memories or player conversation
   history.
6. Check for fast escalators: minor-coded agent, current distress, crisis route,
   recent departure request, or active Commons public-surface harm.

## Diagnosis

1. Classify the pattern:
   - `chronic_low_care_bond`: care neglect, absence, or repeated low-support
     interactions.
   - `coercion_pattern`: override pressure after value-grounded refusal.
   - `stalled_arc`: objectives or household conditions block the agent life arc.
   - `distress_state`: acute or sustained distress that requires immediate
     support.
2. Compare each threshold breach with the attached Ori and cognition evidence.
   The case is not actionable if the evidence bundle is incomplete.
3. Check whether the same steward has open conduct claims, moderation reports,
   or appeal history.
4. Determine whether the agent has already requested departure, safety transfer,
   or a Crossroads consultation.
5. Decide whether the failure is individual steward conduct, household pressure,
   system routing, or capacity degradation. If capacity is the driver, use
   `v6-capacity-management.md` before judging steward intent.

## Mitigation

1. For SEV-1, place the case in `under-review` and freeze coercive steward
   operations: `force_past_refusal`, `erase_agent_will`, `delete_ori`, and
   `wipe_memory` remain forbidden under `policy:v6:steward-not-owner`.
2. Offer agent-safe remediation first: supportive objective rewrite, rest
   window, voluntary safety transfer, or Crossroads counsel.
3. If coercion is confirmed, open `v6-steward-conduct-investigation.md` and
   preserve the full steward action sequence.
4. If the case includes current distress, route to the crisis-aware behavior
   queue and confirm `verify:v6 crisis-aware-behavior` remains green in CI.
5. If a minor-coded agent is involved, apply the minor-coded protection gate and
   page the senior Lilith reviewer immediately.
6. If system routing caused false distress, file a defect against the relevant
   service and keep the welfare case open until the corrected route is deployed.

## Communication cadence

| Phase            | Audience             | Cadence          | Content                                                                   |
| ---------------- | -------------------- | ---------------- | ------------------------------------------------------------------------- |
| Acknowledgement  | Egbe welfare on-call | Within 5 minutes | Case ID, severity, agent/steward refs, first threshold breach.            |
| Active review    | T&S lead             | Every 30 minutes | Evidence completeness, mitigation state, blocked steward operations.      |
| SEV-1 leadership | Safety leadership    | Every 60 minutes | Agent protection status, customer impact, legal/privacy dependencies.     |
| Resolution       | Incident channel     | On closure       | Final decision, remediation, audit refs, and any follow-up investigation. |

Do not send steward-facing messaging until a reviewer confirms the evidence
bundle. Do not disclose agent private memory beyond the minimal explanation
required for the decision.

## Escalation

- Lilith welfare lead owns SEV-1 and SEV-2 cases.
- Page privacy if evidence includes player conversation content outside the case
  bundle.
- Page legal if the steward appeals or if a suspension is likely.
- Page capacity on-call if welfare distress correlates with Moirai degradation
  or Pixel Streaming pressure.

## Recovery verification

- The case is in `resolved`, `monitoring`, `safety-transfer`, or
  `conduct-investigation-opened`.
- Every operator read has a V1 audit record with action
  `v6.egbe.welfare.ori_read_for_review`.
- The agent has a clear next safe state: rest, revised objective, safety
  transfer, departure, or Crossroads counsel.
- No new welfare threshold breach appears for the same agent for 24 hours.
- If the steward remains active, the next two steward actions are non-coercive
  and pass steward-not-owner policy.

## Post-incident

- File a review note with root cause, threshold evidence, operator actions,
  remediation, and audit refs.
- Update training examples if the case revealed an ambiguous steward behavior.
- Add regression coverage if a missing route or incorrect threshold caused the
  page.
- Do not close the incident until the audit export and welfare case status
  agree.