Emergency Call Triage Script

Turns the notes from an emergency plumbing call into a short safety script for the caller and a clear dispatch sheet for the technician.

PlumberHome Services and Trades✓ Checkedv1.0

Before and after

BEFORE · what the owner typed

Call came in 9:40pm. Kim Pacheco, 3725 Bluefield St, Aspencrest, call back 234-555-0119. Water heater in basement leaking, she says water coming from the bottom of the tank, about 2 inches of water on the basement floor. Electric heater. She found the cold water shutoff on the heater and turned it, leak slowed down but did not stop. Breaker panel is in the basement and the floor around it is wet, she hasn't gone near it. Her dog Thistle is down there, she'll bring her upstairs. Also mentioned kitchen faucet has dripped for about a month. Kirk Rahman is on call tonight, about 25 minutes away. After hours call-out is $185 flat. Our shop line is 234-555-0118. Business name is Cloverfield Plumbing. This is Kenneth Nolan taking the call.

AFTER · what the skill produced

Safety script for the caller
Kim, please do not walk through the water on the basement floor and do not touch the breaker panel. If you feel unsafe or see any danger, leave the house and call 911. A licensed electrician or your electric utility is the right person to decide when the panel is safe to touch. Please bring Thistle upstairs now.

Dispatch sheet
Caller: Kim Pacheco
Address: 3725 Bluefield St, Aspencrest
Call-back: 234-555-0119
Taken by: Kenneth Nolan
Technician: Kirk Rahman, about 25 minutes away

Safety concern, recommended now

Standing water about 2 inches deep in the basement, and the floor around the breaker panel is wet. Caller has not gone near the panel.

Recommended now

Electric water heater in the basement leaking from the bottom of the tank. Caller turned the cold water shutoff on the heater and the leak slowed but did not stop. Still leaking.

Also recommended

Kitchen faucet has dripped for about a month. We recommend looking at it during this visit.

Access notes: Basement. Dog named Thistle is being moved upstairs. Caller already used the cold water shutoff on the water heater.

Read-back script for the caller
"Kim, this is Kenneth with Cloverfield Plumbing. Kirk Rahman is on his way and should reach you in about 25 minutes. Please keep out of the basement water and away from the panel, and keep the cold water shutoff closed. Our after hours call-out is $185 flat. Kirk will confirm what is causing the leak when he sees the water heater. We also recommend he take a look at the kitchen faucet while he is there, and that is your decision. If anything changes, call us at 234-555-0118."

Questions for the owner

Should Kirk shut off power to the water heater, or wait for an electrician because of the wet panel?
Is there a price for looking at the kitchen faucet during this visit?
Does the $185 call-out apply toward the repair if the customer approves it?

What it does

Turns the notes from an emergency plumbing call into a short safety script for the caller and a clear dispatch sheet for the technician. It sorts everything the caller reported so the worst problem is handled first and nothing gets lost.

Use it when: Use when a plumbing shop needs a script and dispatch sheet for taking an emergency call, such as 'triage this call,' 'what do I tell this caller,' 'burst pipe call,' 'water heater leaking,' or 'sort tonight's calls.'