Buildium Task Lifecycle – Emergency Request | 3PM
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Buildium Task Lifecycle

Emergency Request (Maintenance category)

Emergency Request Dispatch First Priority: Emergency

Emergency Request – Task Lifecycle

Used when there is immediate safety risk or active property damage. Dispatch first, then complete documentation after stabilization.

1
Phase 1: OPEN TASK, CLASSIFY, & DISPATCH
Create the task fast, confirm emergency status, and dispatch immediately.
1. Description

Create (or rename) a Buildium task under the correct property and tenant/owner profile.

Set Priority = Emergency and set due date to the next action (e.g., “vendor ETA”, “access confirmed”).

Confirm emergency indicator (active leak, fire/smoke, gas smell, no heat in extreme conditions, flooding, security breach, sewage backup).

Dispatch vendor immediately per emergency vendor order list / MCC escalation path. Do not delay for full triage.

Assign the task to the on-duty PM (Driver) and add the Managing Broker as collaborator if risk/high exposure.

Task naming (example)
[Address] – Emergency Request – [Issue] – [YYYY-MM-DD]
2. Attachments / Evidence
  • Tenant photos/videos (if safe)
  • Vendor dispatch confirmation / ETA (screenshot/email)
  • Before/after photos (as soon as available)
  • Job report / completion notes
3. Buildium Notes

Record: who called, what happened, immediate risk, what was dispatched, and next action date/time. Use Work Sessions for internal time tracking.

2
Phase 2: STABILIZE & COLLECT DETAILS (POST-DISPATCH)
After dispatch, gather facts, photos, and access details.
  • Collect photos/videos if safe; confirm unit access (buzzer, lockbox, pets).
  • Record vendor findings once on-site (cause, immediate fix, follow-up required).
  • Update category/subcategory for reporting if needed.
3
Phase 3: ASSIGN OWNERSHIP & DACI CONFIRMATION
Ensure the right Driver and collaborators are set.
  • Driver (Assignee) = on-duty PM (owns closing).
  • Contributors: MCC + vendor; add billing support if needed.
  • Approver: landlord for cost; Managing Broker for risk/compliance oversight.
  • Informed: tenant + landlord (and CEO if required).
4
Phase 4: COMMUNICATION UPDATES
Keep all parties updated and record everything.
  • Record updates in Buildium comments (facts only).
  • Email is the legal approval record when approvals are required.
  • Do not label to tenant “emergency vs non-emergency”; confirm it is logged and being handled.
5
Phase 5: WORK ORDER / QUOTE (IF NEEDED)
Confirm scope and cost with vendor.
  • Create/attach quote details: vendor, scope, price, access plan.
  • If it expands beyond immediate stabilization, treat as follow-up scope requiring approval.
6
Phase 6: GET LANDLORD APPROVAL (THRESHOLD RULE)
Over $500 requires written approval unless urgent life-safety.
  • Request written approval by email (include quote and scope summary).
  • Record: date/time, method, approver name, approved max amount.
  • If urgent life-safety action proceeded without approval, record the reason clearly.
7
Phase 7: WORK COMPLETED (JOB REPORT)
Upload completion evidence and summarize outcome.
  • Upload job report / completion notes and before/after photos.
  • Record what was done, when, and result (e.g., “leak stopped”).
  • If follow-up required, open a new Maintenance Request task.
8
Phase 8: INVOICE & BILLING
Upload invoice and confirm it matches the approved scope.
  • Upload invoice and reconcile with quote/approval.
  • Record any variance with a factual explanation.
  • Notify landlord of completion and cost summary.
9
Phase 9: FILE CLOSURE & ARCHIVING (TASK COMPLETED)
Close only when the record is complete.
  • Confirm DACI recorded and approvals documented (if required).
  • Confirm evidence complete: photos, job report, invoice.
  • Record final closure summary and close the task.

Quick Reference Cards

Use for closing + training
1. Emergency Indicators
  • Active water leak / flooding
  • Fire / smoke / burning smell
  • Gas smell
  • Sewage backup
  • Security breach (broken door/lock)
  • Other immediate safety risks
2. Approval Rule
  • Over $500 → landlord written approval required.
  • If urgent life-safety action required, proceed and document why.
  • Record approval method + date/time + max amount.
3. Buildium Focus
  • Single emergency task per incident.
  • All evidence attached: photos, report, invoice.
  • Due date = next action date.
  • Close only when complete and archived.
© 3PM Real Estate Services Inc. Internal Training Draft. Buildium is the official record.