Emergency Request

When to use

Use this category when there is immediate safety risk or active property damage (example: active leak, fire/smoke, gas smell, sewage backup, broken exterior door/lock).

Key rules

Naming: [Address] – Emergency Request – [Issue] – [YYYY-MM-DD]
Due date: next action date (not the original request date).
Approval: if expected total cost is over $500, get written landlord approval unless urgent life-safety action is required (document the reason).
DACI: Driver (assignee), Approver, Contributors, Informed must be clear in the task/comments.

Process

1. Create the task
   Open the task under the correct property and tenant/owner profile. Use the standard name. Set Priority to Emergency.
2. Choose category and sub-category
   Select the preset emergency sub-category (water, fire, gas, power, security, sewer). Keep it consistent for reporting.
3. Dispatch immediately
   Dispatch the emergency vendor right away. Do not delay for full triage. Confirm access details (buzzer/lockbox/pets) as soon as possible.
4. Triage after dispatch
   Collect photos/videos if safe. Record the vendor’s initial finding and what was done to stabilize the situation.
5. Assign DACI
   Driver = the on-duty Property Manager (assignee) and they own closing the task. Add Contributors (MCC, vendor, billing support). Record Approver (landlord for cost, Managing Broker for risk). Record who is Informed (landlord, tenant, CEO if needed).
6. Communicate and log updates
   Provide timely updates to the tenant and landlord. Record all key updates in Buildium comments (facts only). Use Email for approvals and keep the email as the legal record.
7. Work order / quote
   If work extends beyond immediate stabilization, confirm scope and estimated cost. Record vendor, scope, price, and access plan.
8. Get written landlord approval when required
   If expected total cost is over $500, request written approval before continuing non-life-safety work. If urgent life-safety action proceeded without approval, record why and what was authorized.
9. Job report and evidence
   Upload the vendor job report and before/after photos. Write a short completion summary: what was fixed, date/time completed, and whether follow-up is required.
10. Invoice and close
    Upload the invoice and confirm it matches the approved scope. Explain any variance. Close the task only when the record is complete and audit-ready. If follow-up work is needed, open a new task (do not leave unfinished work inside a closed emergency task).

Close checklist

DACI recorded · Approval proof (if required) · Photos and job report uploaded · Invoice uploaded and reconciled · Final summary note completed · Next steps clearly handled (new task if needed)

Buildium is the official record. Text/WeChat can be used for convenience, but decisions and approvals must be captured in Buildium/Email.