The script, step by step
1. Greet, then check the storm dangers
- Say
Thank you for calling [Company], this is [Name] on our storm line. First: is everyone safe? Are there any power lines down near the house, any gas smell, or water near outlets or the panel?
- Why
- After a storm, the dangers are downed lines, gas leaks and electricity in standing water. Ready.gov warns that downed or underground lines can electrically charge floodwater.
- Write down
- Anyone hurt
- Downed power lines
- Gas smell
- Standing water near electricity
What to do at step 1 If Then Anyone is hurt, trapped, or the caller smells gas "Please call 911 now, or the gas company from outside if it's gas. Call us back when everyone is safe." Log the call. Power lines are down "Please stay well away from the lines and any water near them, and report them to your power company. Don't let anyone touch them." Standing water near electricity "Please stay out of the water and don't touch anything electrical while it's wet." 2. Ask about generators
- Say
Are you running a generator? If so, please make sure it's outside, at least 20 feet from any windows, doors or vents, and never in the garage.
- Why
- The CPSC links more than 100 carbon monoxide deaths a year to portable generators, which families run after storms when the power is out. The CPSC and Ready.gov say generators belong outside, at least 20 feet from windows, doors and vents. Anyone with symptoms should get to fresh air and call 911.
- Write down
- Generator in use (yes or no)
- Location confirmed outside and 20 feet away
What to do at step 2 If Then Anyone has a headache, dizziness, nausea or confusion "Please get everyone outside to fresh air right now and call 911." 3. Get the callback number and address
- Say
Phone service can be patchy after a storm, so what's the best number to reach you, by call or text? And the full address of the property?
- Why
- Networks are often congested after a disaster, and Ready.gov suggests texting. A number that takes texts gets your callback through.
- Write down
- Caller name
- Callback number, and whether it takes texts
- Property address and unit
4. What's damaged, and is water coming in?
- Say
What's damaged: the roof, a tree on the house, windows or doors, or siding? Is there an opening right now, and is rain or water coming inside?
- Why
- An open roof or wall with water coming in gets worse every hour and goes to the front of the tarp and board-up queue. Damage without an opening can usually wait for daylight.
- Write down
- Roof, tree, windows, doors, siding
- Opening to the weather (yes or no)
- Water coming inside (yes or no) and where
- Tree still on the structure (yes or no)
What to do at step 4 If Then A tree is on the house "Please keep everyone out of the rooms under the tree. Don't try to remove it yourself." Flag the job for tree removal before tarping. 5. Can the crew get there?
- Say
Can a truck reach the house right now, or are roads blocked or flooded? Please don't go up on the roof, but if you can, take photos of the damage from the ground.
- Why
- Blocked roads change the schedule, and a homeowner on a wet, damaged roof is a fall waiting to happen. Photos from the ground help the technician and the insurance claim.
- Write down
- Road access: open, blocked or flooded
- Photos available (yes or no)
6. Can the family stay?
- Say
Are you able to stay in the home tonight, or are you somewhere else?
- Why
- A family that has to leave needs a different callback number and may need help from their insurer with living costs. It also tells the crew whether someone will be on site.
- Write down
- Staying in the home (yes or no)
- Where they're staying if not
8. Insurance details
- Say
Have you reported the damage to your insurance company? Which company, and do you have a claim number yet?
- Why
- After a big storm, insurers open thousands of claims at once. A claim number on the first call helps the office later.
- Write down
- Insurance company
- Policyholder name
- Claim number, if opened
What to do at step 8 If Then The caller asks if flood damage is covered "Your insurance company decides that. Flood damage is often covered by separate flood insurance rather than a standard homeowners policy, so it's worth asking them." 9. Give an honest next step
- Say
Here's what happens next. [Opening with water coming in:] I'm putting you at the front of our tarp and board-up list, and our crew lead will call you at [number] within [your current callback window]. [No opening:] I'm adding you to our inspection list, and we'll call you by [time] to set a time. Right now we're working through a lot of storm calls, so [give your honest wait].
- Why
- During a storm, the best service is an honest wait time you can keep. Openings with water coming in go first.
- Write down
- Queue: urgent tarp or board-up, or inspection
- Callback window given
10. Close the call
- Say
Until we get there: stay away from downed lines and floodwater, keep any generator outside and away from the house, and stay off the roof. If anyone is hurt or feels sick, call 911 first. Thank you for calling [Company].
- Why
- The close repeats the three storm rules that prevent injuries while the caller waits.
What not to say
| Don't say | Say instead | Why |
|---|---|---|
| “We'll be there within the hour.” | “Our crew lead will call you within [your current callback window] to set a time.” | Storm schedules change by the hour. Promise only the callback you can keep. |
| “Climb up and throw a tarp over it.” | “Please stay off the roof. Our crew will tarp it.” | A wet, damaged roof is dangerous, and a fall turns a property loss into an injury. |
| “Your homeowners policy covers storm damage.” | “Your insurance company decides what's covered. We'll document everything for your claim.” | Wind, hail and flood are often covered differently, and flood usually needs a separate policy. |
| “We can take every call right now, no wait.” | “We're working through a lot of storm calls. Here's when we'll call you back.” | Callers plan around what you tell them. A wait you don't mention is worse than one you do. |
| “That tarp will run about [amount].” | “The crew lead will go through pricing before any work starts.” | Storm pricing depends on the roof, access and materials, and some states have rules about post-disaster pricing. |
When to hand off
| When | What happens |
|---|---|
| Injury, trapped people, gas smell or carbon monoxide symptoms | Caller calls 911 or the gas company. Log the call. |
| Opening with water coming in | Put the job at the front of the tarp and board-up queue and alert the crew lead. |
| Tree on the house | Flag for tree removal before tarping, and alert the crew lead. |
| No opening, damage only | Add to the inspection list and confirm the callback time. |
| Commercial or multi-unit property | Alert the commercial 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 nuestra línea de tormentas. Primero: ¿están todos bien? ¿Hay cables de luz caídos cerca de la casa, olor a gas, o agua cerca de los enchufes o del tablero eléctrico?
- Paso 2.
¿Está usando una planta de luz? Si es así, por favor asegúrese de que esté afuera, a por lo menos 20 pies, unos 6 metros, de cualquier ventana, puerta o ventila, y nunca en la cochera.
- Paso 3.
El servicio de teléfono puede fallar después de una tormenta, así que ¿cuál es el mejor número para comunicarnos con usted, por llamada o mensaje de texto? ¿Y la dirección completa de la propiedad?
- Paso 4.
¿Qué se dañó: el techo, un árbol cayó sobre la casa, ventanas o puertas, o el revestimiento? ¿Hay alguna abertura en este momento, y está entrando lluvia o agua a la casa?
- Paso 5.
¿Puede llegar una camioneta a la casa ahorita, o las calles están bloqueadas o inundadas? Por favor no se suba al techo, pero si puede, tome fotos de los daños desde el suelo.
- Paso 6.
¿Se pueden quedar en la casa esta noche, o están en otro lugar?
- Paso 7.
¿Usted es el dueño, el inquilino o el administrador de la propiedad? ¿Quién puede autorizar trabajos de emergencia, como poner una lona o tapar con tablas?
- Paso 8.
¿Ya reportó los daños a su compañía de seguros? ¿Con qué compañía, y ya tiene un número de reclamo?
- Paso 9.
Le explico lo que sigue. [Si hay abertura y entra agua:] Lo estoy poniendo al principio de nuestra lista de lonas y tablas, y el jefe de cuadrilla le va a llamar al [número] dentro de [su tiempo de respuesta actual]. [Si no hay abertura:] Lo estoy agregando a nuestra lista de inspecciones, y le vamos a llamar antes de las [hora] para fijar una cita. Ahorita estamos atendiendo muchas llamadas por la tormenta, así que [diga el tiempo de espera real].
- Paso 10.
Mientras llegamos: aléjese de los cables caídos y del agua de inundación, mantenga la planta de luz afuera y lejos de la casa, y no se suba al techo. Si alguien se lastima o se siente mal, llame primero al 911. Gracias por llamar a [Compañía].
Sources
- Ready.gov: Hurricanes (after a hurricane) (checked )
- Ready.gov: Power outages and generator safety (checked )
- CPSC: Carbon monoxide information center (checked )
- CDC: Reentering your flooded home (checked )
- Triple-I: How to file a homeowners claim (checked )