Guide

How to handle an emergency maintenance call at 2am

Emergencies are decided in advance. Define the categories and the spend authority before the call comes in.

Overview

Emergencies are decided in advance. Define the categories and the spend authority before the call comes in.

Checklist

  • Publish the emergency definition to residents: no heat, no water, flooding, gas, fire, or a security breach.
  • Route emergency intake to an on-call number with a real human path.
  • Pre-authorize a spend limit so the on-call tech can act without approval.
  • Log the call, the dispatch, and the resolution on the work order.
  • Follow up next business day with the resident and the owner.
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