The script, step by step
1. Greet, then ask about health concerns
- Say
Thank you for calling [Company], this is [Name]. Before we start, is anyone in the home having health problems you think are related, or does anyone have asthma, allergies or a weakened immune system?
- Why
- Mold can trigger allergic reactions and asthma attacks. The answer changes how urgently you book and what the technician brings, but it never turns into medical advice on the phone.
- Write down
- Health concerns reported (yes, no, declined)
- Asthma, allergies or weakened immune system in the home
What to do at step 1 If Then Someone has trouble breathing or a medical emergency "Please hang up and call 911 now." Log the call. Someone has symptoms they're worried about "I can't give medical advice, but it's worth talking to a doctor about the symptoms. Let's get an inspection booked so you know what you're dealing with." 2. Get the callback number and address
- Say
What's the best number to reach you, and the full address of the property, including any unit number?
- Why
- The basics come before the long questions, in case the call drops.
- Write down
- Caller name
- Callback number
- Property address and unit
3. Where is it, and how big?
- Say
Where are you seeing mold or smelling it: which rooms, and on what? Roughly how big is the area? Is it bigger than about three feet by three feet?
- Why
- Location and size decide the crew, the containment and whether it's a quick job or a full remediation. The EPA uses about 10 square feet as the point where professional cleanup is advised.
- Write down
- Rooms and surfaces
- Visible mold or smell only
- Approximate size (under or over about 10 square feet)
4. What water problem caused it?
- Say
Do you know what caused the moisture: a leak, a past flood or water damage, condensation, or a humid basement? Is it still leaking or damp now?
- Why
- Mold won't grow without moisture. An active leak needs fixing before or alongside remediation, and mold after a sewage or contaminated water loss needs a professional with that experience.
- Write down
- Known water source
- Still leaking or damp (yes or no)
- Past water damage and when
- Sewage or floodwater involved (yes or no)
What to do at step 4 If Then Water is still actively leaking Treat it as a water loss first and follow your water damage intake: shutoff, what is wet, and wake the on-call technician if it's running. 5. Is it near the heating and cooling system?
- Say
Have you seen mold on or near any air vents, the furnace or air handler, or the ductwork?
- Why
- The EPA warns that running a heating and cooling system that's contaminated with mold can spread it through the building. The technician needs to know before deciding what to run during the inspection.
- Write down
- Mold near vents, air handler or ducts (yes, no, unknown)
7. Insurance
- Say
Is this connected to a water damage claim you've already opened? If so, which insurance company, and what's the claim number?
- Why
- Mold after a covered water loss may be part of that claim. Mold from long-term humidity usually isn't, so the call taker records the facts and lets the insurer decide.
- Write down
- Insurance company
- Related claim number, if any
What to do at step 7 If Then The caller asks whether insurance covers mold "Your insurance company decides that. If it's connected to water damage you've reported, mention it to them, and we'll document what we find." 8. Book the inspection
- Say
The next step is an inspection, where our technician finds the moisture source and maps how far it goes. I have [day and time] or [day and time]. Which works better? Until then, please don't scrub, sand or put fans on it.
- Why
- Disturbing mold can spread spores into the air. A booked inspection with a clear instruction gives the caller something to do while they wait.
- Write down
- Inspection date and time
- Anyone who needs to be there: owner, tenant, agent
9. Close the call
- Say
If you can, take photos of what you're seeing and where. If anyone's health gets worse, call your doctor, or 911 in an emergency. Thank you for calling [Company].
- Why
- Photos help the technician and any claim, and the close repeats the one health rule the call taker can give.
What not to say
| Don't say | Say instead | Why |
|---|---|---|
| “That sounds like toxic black mold.” | “Our technician will inspect it and find out what you're dealing with.” | Color doesn't tell you the type or the risk, and a scary label on the phone isn't something you can back up. |
| “It's safe to stay in the house.” | “I can't say that over the phone. If you're worried about anyone's health, talk to a doctor.” | Only a health professional can give that advice, and the call taker hasn't seen the home. |
| “Just spray some bleach on it.” | “Please don't disturb it until our technician has looked.” | Scrubbing or spraying can spread spores, and painting over mold doesn't fix the moisture problem. |
| “Insurance won't cover mold.” | “Your insurance company decides what's covered. We'll document what we find.” | Coverage depends on the policy and the cause. Mold after a covered water loss may be included. |
| “Remediation usually costs about [amount].” | “The technician will go through the scope and pricing after the inspection.” | Mold scopes vary with size, location and what's hidden in the walls. |
When to hand off
| When | What happens |
|---|---|
| Trouble breathing or a medical emergency | Caller calls 911. Log the call. |
| Active leak or recent flood | Switch to the water damage intake, and wake the on-call technician if water is still running. |
| Mold after sewage or floodwater | Flag possible contamination and book the first available inspection. |
| Home sale with a deadline | Book the first available inspection and flag the deadline for the office. |
| Commercial, school or multi-unit property | Route to the commercial manager the next business morning, or sooner if occupants report symptoms. |
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]. Antes de empezar, ¿alguien en la casa tiene problemas de salud que usted cree que tienen que ver con esto, o alguien tiene asma, alergias o las defensas bajas?
- Paso 2.
¿Cuál es el mejor número para comunicarnos con usted, y la dirección completa de la propiedad, con el número de apartamento si tiene?
- Paso 3.
¿Dónde ve el moho o dónde huele a humedad: en qué cuartos y sobre qué? ¿Más o menos de qué tamaño es el área? ¿Es más grande que un metro por un metro, o sea, unos tres pies por tres pies?
- Paso 4.
¿Sabe qué causó la humedad: una fuga, una inundación o daño por agua anterior, condensación o un sótano húmedo? ¿Sigue goteando o sigue húmedo ahora?
- Paso 5.
¿Ha visto moho en las rejillas del aire, cerca del calentador o del manejador de aire, o en los ductos?
- Paso 6.
¿Usted es el dueño, el inquilino o el administrador de la propiedad? ¿Esto tiene que ver con una venta de la casa o con un reporte de inspección?
- Paso 7.
¿Esto tiene que ver con un reclamo por daño de agua que ya abrió? Si es así, ¿con qué compañía de seguros, y cuál es el número de reclamo?
- Paso 8.
Lo que sigue es una inspección, en la que nuestro técnico encuentra de dónde viene la humedad y hasta dónde llega el moho. Tengo el [día y hora] o el [día y hora]. ¿Cuál le queda mejor? Mientras tanto, por favor no lo talle, no lo lije ni le ponga ventiladores.
- Paso 9.
Si puede, tome fotos de lo que ve y de dónde está. Si la salud de alguien empeora, llame a su médico, o al 911 si es una emergencia. Gracias por llamar a [Compañía].
Sources
- EPA: A brief guide to mold, moisture and your home (checked )
- Ready.gov: Hurricanes (after a hurricane) (checked )
- Triple-I: How to file a homeowners claim (checked )