Free Emergency Response Protocol Template for Service Businesses

Section 1: Initial Call Intake Checklist

To be completed by the answering party (Human or AI).

• Caller Full Name:
• Caller Phone Number:
• Service Address (including city and zip code):
• Is this a life-threatening emergency? (If yes, instruct to hang up and dial 911).
• Briefly describe the problem:
• Critical Question 1 (e.g., "Is water actively leaking right now?"):
• Critical Question 2 (e.g., "Do you smell gas?"):
• Critical Question 3 (e.g., "Has the main power gone out?"):

Section 2: Triage Criteria

Based on answers from Section 1, classify the call.

• Priority 1 (Critical Emergency - Immediate Dispatch):
  • Criteria: Active major water leak, smell of gas, risk of fire, complete power loss, security risk (e.g., lockout).
  • Action: Proceed immediately to Section 3.
• Priority 2 (Urgent - Same-Day/Next Available):
  • Criteria: System not working but no immediate property damage (e.g., AC out on a mild day, slow drain).
  • Action: Schedule for next available appointment slot. Inform customer of timing.
• Priority 3 (Standard - Schedule During Business Hours):
  • Criteria: Non-urgent requests, quote inquiries, billing questions.
  • Action: Take a message for office staff to return the call the next business day.

Section 3: P1 Dispatch & Escalation Procedure

1. Identify the current on-call technician from the schedule.
2. Contact On-Call Tech #1 (Primary): [Technician Name & Phone] via SMS.
3. Send all information from Section 1 in the initial text message.
4. Wait 5 minutes for confirmation via text reply ("CONFIRMED").
5. If no confirmation after 5 minutes, call On-Call Tech #1 directly.
6. If no answer, escalate to On-Call Tech #2 (Backup): [Technician Name & Phone]. Repeat steps 2-5.
7. Once confirmed, proceed to Section 4.

Section 4: Customer Communication Scripts

• After Dispatch: "Help is on the way. Our technician, [Technician Name], has been dispatched to your location. You will receive a text message with a link to track their live ETA shortly."
• Job Completion: "Our records show your service has been completed. If you have any further questions, please contact our office during business hours. Thank you for choosing [Your Company Name]."

Section 5: Post-Incident Reporting

To be completed by the technician after the job is finished.

• Date of Service:
• Time of Arrival:
• Time of Completion:
• Summary of Work Performed:
• Materials Used:
• Was the issue fully resolved? (Y/N)
• Customer Signature (if applicable):