The script, step by step
1. Greet, then check safety first
- Say
Thank you for calling [Company], this is [Name] on the 24-hour line. First, is everyone safe? Please keep children and pets away from the water, and don't touch it with bare hands.
- Why
- Sewage carries bacteria and viruses that can cause stomach illness and skin infections. Keeping people out of it is the one thing the caller can do right now that matters most.
- Write down
- Anyone hurt or feeling sick (yes or no)
- Children, pets or anyone else in the affected area
What to do at step 1 If Then Water is near outlets, appliances or the electrical panel "Please stay out of the water. Only switch the power off at the panel if you can reach it without standing in water. Otherwise leave it, and we'll tell the technician." The caller smells gas, or someone is hurt "Please leave the building and call 911 or the gas company once you're outside. Call us back when everyone is safe." Log the call and alert the on-call technician. 2. Is it still coming up?
- Say
Is water still coming up from the drain or toilet, or has it stopped? Until our technician gets there, please don't flush any toilets or run the sinks, shower, dishwasher or washer.
- Why
- Every flush and every load of laundry sends more water down a line that's already blocked, and it comes back up at the lowest drain, usually a basement floor drain or toilet.
- Write down
- Still rising or stopped
- Caller has stopped using water (yes or no)
What to do at step 2 If Then Still rising after they stopped using water Treat the loss as active and wake the on-call technician at the next-step stage. Note that the line may be blocked outside the house. 3. Get the callback number and address
- Say
In case we get disconnected, what's the best number to reach you, and the full address of the property, including any unit number?
- Why
- If the call drops, the technician can still call back and find the job.
- Write down
- Caller name
- Callback number
- Property address and unit
- Access notes: gate code, lockbox, pets
4. Where did it come up, and is it sewer or septic?
- Say
Where is the water coming from: a floor drain, a toilet, a tub or shower, or more than one place? Is the house on city sewer or a septic tank? And do you know if any neighbors have the same problem?
- Why
- One fixture backing up points to a blockage in the home's line. Several drains, or neighbors with the same problem, points to the city main or heavy rain, which the caller should also report to the sewer department. A septic system means the caller's local health department or septic company needs to know.
- Write down
- Fixtures backing up
- City sewer or septic
- Neighbors affected (yes, no, unknown)
- Recent heavy rain (yes or no)
What to do at step 4 If Then City sewer, and several drains or neighbors affected "It's also worth reporting this to your city's sewer department; they may need to check the main line." Septic system "You'll also want to call your septic company or the local health department about the tank." 5. What has it reached?
- Say
Which rooms or floors has the water reached, roughly how big is the area, and is it on carpet, drywall or anything stored on the floor? About how long has it been there?
- Why
- Porous materials like carpet and drywall that sewage soaks into usually have to be removed, so the technician needs to know what was touched and for how long to plan crew size and disposal.
- Write down
- Rooms and floors affected
- Approximate area
- Materials: carpet, pad, drywall, stored items
- How long the water has been there
- Finished basement (yes or no)
6. Who lives there?
- Say
Is anyone in the home very young, elderly, pregnant, or someone with a weakened immune system or breathing problems? That helps our technician plan.
- Why
- People at higher risk may need to stay away from the affected area, or out of the home, during cleanup. The call taker records it; the technician and the customer decide what to do.
- Write down
- Higher-risk occupants (yes, no, declined)
8. Insurance details
- Say
Do you plan to go through insurance? Which company is it, and have you opened a claim yet? If you have, what's the claim number?
- Why
- Many homeowners call their insurer first, and the insurer may send its own contractor. Capturing the carrier and claim number now keeps the office from chasing it later.
- Write down
- Insurance company
- Policyholder name
- Claim number, if opened
What to do at step 8 If Then The caller asks if sewage backup is covered "I can't tell you what your policy covers. Sewage backup coverage is often a separate part of a policy, so it's worth asking your insurance company. We'll document everything we find." 9. Set the next step
- Say
Here's what happens next. [Still rising or a large area:] I'm sending this to our on-call technician now, and they'll call you at [number] within [your callback window]. [Stopped and small:] Since it has stopped, I can book a technician for [day and time] or [day and time]. Which works better?
- Why
- The caller needs one clear next step. Active or large backups wake the technician; small, stopped ones get the next open slot.
- Write down
- On-call alert sent, and who acknowledged
- Appointment date and time
10. Close the call
- Say
Until we get there, keep everyone out of that area and keep the toilets and drains unused. If it's safe, take photos of the damage from outside the wet area. If anyone feels unwell or anything changes, call 911 or your doctor, then call us back on this number. Thank you for calling [Company].
- Why
- Ending on the three rules (stay out, don't use water, photos from a safe spot) gives the caller something useful to do while they wait.
What not to say
| Don't say | Say instead | Why |
|---|---|---|
| “It's just gray water, you can mop it up.” | “Please stay out of it. Our technician will check the water when they arrive.” | The caller can't tell how contaminated the water is, and neither can you over the phone. Sewage needs protective gear to clean. |
| “Bleach it and you'll be fine.” | “Please don't start cleaning; the technician will bring the right protection and products.” | Cleaning sewage without gloves, boots and eye protection exposes the caller, and mixing cleaners can give off toxic fumes. |
| “Your insurance will pay for this.” | “Your insurance company decides what's covered. We'll document everything for your claim.” | Sewage backup coverage is often separate from standard water damage coverage. A promise on the phone can become a dispute. |
| “The city will pay for it.” | “It's worth reporting it to your sewer department so they can check the main line.” | Whether a city is responsible depends on where the blockage is and local rules. Only the city can answer that. |
| “That will cost about [amount].” | “The technician will go through pricing after the inspection.” | Nobody can price a backup they haven't seen. |
When to hand off
| When | What happens |
|---|---|
| Anyone is hurt or sick, or the caller smells gas | Caller leaves and calls 911 or the gas company. Log the call and alert the on-call technician. |
| Still rising after water use stopped, or a large area | Wake the on-call technician now, and keep escalating until someone acknowledges. |
| Higher-risk occupants in the home | Wake the on-call technician and flag it in the job notes. |
| Commercial, restaurant or multi-unit property | Wake the on-call technician and alert the commercial manager. |
| Stopped, small area, no hazards | Book the next open slot and send the job summary to the office. |
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, ¿están todos bien? Por favor, mantenga a los niños y a las mascotas lejos del agua, y no la toque con las manos descubiertas.
- Paso 2.
¿Sigue saliendo agua del desagüe o del inodoro, o ya paró? Mientras llega nuestro técnico, por favor no jale la cadena del inodoro ni use el lavabo, la regadera, el lavaplatos ni la lavadora.
- Paso 3.
Por si se corta la llamada, ¿cuál es el mejor número para comunicarnos con usted, y la dirección completa de la propiedad, con el número de apartamento si tiene?
- Paso 4.
¿Por dónde está saliendo el agua: por una coladera del piso, un inodoro, la tina o la regadera, o por más de un lugar? ¿La casa está conectada al drenaje de la ciudad o tiene fosa séptica? ¿Sabe si algún vecino tiene el mismo problema?
- Paso 5.
¿A qué cuartos o pisos llegó el agua, más o menos de qué tamaño es el área, y está sobre alfombra, paredes de tablaroca o cosas guardadas en el piso? ¿Más o menos cuánto tiempo lleva ahí?
- Paso 6.
¿Vive en la casa alguien muy pequeño, una persona mayor, una mujer embarazada, o alguien con las defensas bajas o problemas para respirar? Eso le ayuda a nuestro técnico a planear el trabajo.
- Paso 7.
¿Usted es el dueño, el inquilino o el administrador de la propiedad? Si el trabajo tiene que empezar esta noche, ¿quién lo puede autorizar?
- Paso 8.
¿Piensa hacer un reclamo al seguro? ¿Con qué compañía tiene el seguro, y ya abrió un reclamo? Si ya lo abrió, ¿cuál es el número de reclamo?
- Paso 9.
Le explico lo que sigue. [Si sigue saliendo o el área es grande:] Le estoy pasando esto ahora mismo a nuestro técnico de guardia, y le va a llamar al [número] dentro de [su tiempo de respuesta]. [Si ya paró y es poco:] Como ya paró, le puedo agendar un técnico para el [día y hora] o el [día y hora]. ¿Cuál le queda mejor?
- Paso 10.
Mientras llegamos, no deje que nadie entre a esa área y no use los inodoros ni los desagües. Si es seguro, tome fotos de los daños desde fuera del área mojada. Si alguien se siente mal o algo cambia, llame al 911 o a su médico, y después vuélvanos a llamar a este número. Gracias por llamar a [Compañía].
Sources
- Connecticut Department of Public Health: Sewage back-ups, information for residents (fact sheet hosted by the Virginia Department of Health) (checked )
- CDC: Reentering your flooded home (checked )
- EPA: A brief guide to mold, moisture and your home (checked )
- Triple-I: How to file a homeowners claim (checked )