The script, step by step
1. Greet, then confirm the fire is out
- Say
Thank you for calling [Company], this is [Name] on the 24-hour line. First: is the fire completely out, and is everyone safe and out of the building?
- Why
- If the fire is still burning or someone is hurt, the only right answer is 911. Everything else waits.
- Write down
- Fire out (yes or no)
- Anyone hurt
- Everyone out of the building
What to do at step 1 If Then The fire is still burning, there's smoke, or someone is hurt "Please hang up and call 911 now. Call us back when everyone is safe." Log the call. The caller smells gas or hears hissing "Please get well away from the building and call the fire department once you're safe." 2. Has the building been cleared?
- Say
Has the fire department or a building inspector told you it's safe to go back inside? Is there tape across the doors or a colored sign posted?
- Why
- The Red Cross advises not passing colored tape or entering a home with an inspector's sign until officials say it's safe. Your crew needs to know too, because it decides whether they can start work.
- Write down
- Cleared by fire department or inspector (yes, no, unknown)
- Tape or posted sign (yes or no)
- Fire department report or incident number, if they have it
What to do at step 2 If Then Not cleared, or tape or a sign is posted "Please don't go inside until the fire department or the inspector says it's safe. We can still secure the outside and plan the work." 3. Get the callback number and address
- Say
What's the best number to reach you, since you may not be at the house? And the full address of the property, including any unit number?
- Why
- Fire victims are often staying with family or in a hotel. The callback number has to be the one they'll actually answer.
- Write down
- Caller name
- Callback number
- Where they're staying, if not at home
- Property address and unit
4. Is the property open?
- Say
Is the house open anywhere right now: broken windows, a door that won't close, or a hole in the roof or a wall?
- Why
- An open building lets in rain and intruders and can add to the loss. Boarding up and tarping is usually the first job, and insurers expect reasonable steps to protect the property.
- Write down
- Openings: windows, doors, roof, walls
- Weather expected (rain, wind)
- Board-up or tarp needed (yes or no)
What to do at step 4 If Then Openings and rain or wind expected tonight Treat as urgent and wake the on-call technician for a board-up or tarp at the next-step stage. 5. What burned, and what has smoke or water damage?
- Say
Which rooms burned, and which ones only have smoke or soot? Did the firefighters use a lot of water, and is anything still wet?
- Why
- Burned areas, smoke-only rooms and water from the hoses each need different crews and equipment. Wet materials need drying quickly to help prevent mold.
- Write down
- Rooms burned
- Rooms with smoke or soot only
- Water from firefighting and what is still wet
- Single or multiple floors
6. Utilities
- Say
Do you know if the power, gas or water were shut off? Please don't turn any of them back on yourself.
- Why
- Fire departments usually make utilities safe or disconnect them before they leave. Turning them back on in a damaged house risks fire, shock or a gas leak.
- Write down
- Power on or off
- Gas on or off
- Water on or off
8. Insurance details
- Say
Have you contacted your insurance company yet? Which company is it, and do you have a claim number or an adjuster's name?
- Why
- The insurer may cover emergency board-up and temporary living costs, and the adjuster will want the scope documented. Capturing the claim details now speeds everything up.
- Write down
- Insurance company
- Policyholder name
- Claim number
- Adjuster name and number, if assigned
What to do at step 8 If Then The caller asks whether insurance will pay "Your insurance company decides that. We'll document the damage for your claim, and your agent can tell you what help is available while you're out of the house." 9. Set the next step
- Say
Here's what happens next. [Open property:] I'm sending this to our on-call technician now to secure the property, and they'll call you at [number] within [your callback window]. [Secured:] I can book a walk-through for [day and time] or [day and time]. Which works better?
- Why
- An open building gets the on-call technician now; a secured one gets a scheduled walk-through with the owner, and ideally the adjuster.
- Write down
- On-call alert sent, and who acknowledged
- Walk-through date and time
10. Close the call
- Say
Until we get there, please stay out of the building unless officials have said it's safe. If you can do it safely from outside, take photos of the damage. Don't throw anything away until it's been listed for your insurance, and don't use food or medicine that was exposed to heat, smoke or soot. If anything changes, call 911 first, then us. Thank you for calling [Company].
- Why
- These are the Red Cross's main points for the first days after a fire, and they protect both the family and the claim.
What not to say
| Don't say | Say instead | Why |
|---|---|---|
| “You can go back in and grab your things.” | “Please wait until the fire department or inspector says the building is safe.” | Floors and ceilings can be weakened, and hot spots can reignite. Only officials can clear the building. |
| “Your insurance will cover a hotel.” | “Ask your insurance agent what help is available while you're out of the house.” | Living-expense coverage depends on the policy. The agent is the one who can say. |
| “The smoke smell will come out of everything.” | “Our technician will look at what can be cleaned and what may need replacing.” | Some items can't be restored. Promising otherwise sets up a dispute. |
| “Go ahead and throw out the ruined stuff.” | “Please keep damaged items until they've been listed for your insurance.” | The Red Cross advises not discarding damaged goods until an inventory has been taken. |
| “That will cost about [amount].” | “The technician will go through the scope and pricing after the walk-through.” | Fire scopes are complex and usually priced with the adjuster. |
When to hand off
| When | What happens |
|---|---|
| The fire is not out, someone is hurt, or the caller smells gas | Caller calls 911 or the fire department. Log the call. |
| The property is open to weather or entry | Wake the on-call technician for board-up or tarping, and keep escalating until someone acknowledges. |
| Firefighting water is still standing | Wake the on-call technician and flag a water loss as well. |
| Commercial or multi-unit property | Wake the on-call technician and alert the commercial manager. |
| Property secured and dry | Book the walk-through and send the job summary to the office. |
| An adjuster or insurance agent calls | Take the claim number and question, and route it to the project manager. |
Spanish version
The same steps in Spanish. Read it aloud with a fluent speaker on your team and adjust the wording to how your customers talk before you use it.
- Paso 1.
Gracias por llamar a [Compañía], le habla [Nombre] en la línea de 24 horas. Primero: ¿el fuego ya está completamente apagado, y están todos bien y fuera del edificio?
- Paso 2.
¿Los bomberos o un inspector le dijeron que ya es seguro entrar? ¿Hay cinta en las puertas o un letrero de color pegado?
- Paso 3.
¿Cuál es el mejor número para comunicarnos con usted, ya que tal vez no esté en la casa? ¿Y la dirección completa de la propiedad, con el número de apartamento si tiene?
- Paso 4.
¿La casa quedó abierta en alguna parte: ventanas rotas, una puerta que no cierra, o un hoyo en el techo o en una pared?
- Paso 5.
¿Qué cuartos se quemaron, y cuáles solo tienen humo u hollín? ¿Los bomberos usaron mucha agua, y todavía hay algo mojado?
- Paso 6.
¿Sabe si cortaron la luz, el gas o el agua? Por favor, no los vuelva a abrir usted mismo.
- Paso 7.
¿Usted es el dueño, el inquilino o el administrador de la propiedad? ¿Quién puede autorizar trabajos en la propiedad?
- Paso 8.
¿Ya se comunicó con su compañía de seguros? ¿Cuál es la compañía, y tiene un número de reclamo o el nombre del ajustador?
- Paso 9.
Le explico lo que sigue. [Si la propiedad está abierta:] Le estoy pasando esto ahora mismo a nuestro técnico de guardia para asegurar la propiedad, y le va a llamar al [número] dentro de [su tiempo de respuesta]. [Si ya está asegurada:] Le puedo agendar una visita para el [día y hora] o el [día y hora]. ¿Cuál le queda mejor?
- Paso 10.
Mientras llegamos, por favor no entre al edificio a menos que las autoridades le hayan dicho que es seguro. Si lo puede hacer con seguridad desde afuera, tome fotos de los daños. No tire nada hasta que se haya hecho la lista para su seguro, y no use comida ni medicinas que hayan estado expuestas al calor, al humo o al hollín. Si algo cambia, llame primero al 911 y después a nosotros. Gracias por llamar a [Compañía].