Emergency Response

The emergency response system enables rapid handling of urgent situations, coordinating response teams and documenting incident resolution.

Emergency Categories

Category	Examples	Response Time
Fire	Fire, smoke, gas leak	Immediate
Water	Flooding, major leak, pipe burst	Immediate
Security	Break-in, suspicious activity	Immediate
Power	Total outage, electrical hazard	< 1 hour
HVAC	AC failure (with guests)	< 2 hours
Medical	Injury on property	Coordinate with EMS

Severity Levels

Severity	Description	Escalation
Critical	Life safety risk	Immediate all-hands
High	Major property damage risk	Manager + team lead
Medium	Service disruption	On-call technician
Low	Inconvenience	Next available

---

Reporting an Emergency

Step 1: Quick Report

1. Click “Emergency” button (red) on dashboard
2. Or call emergency hotline

Step 2: Initial Information

Field	Description
Property	Location of incident
Category	Type of emergency
Severity	Urgency level
Location	Specific area
Description	What’s happening
Guests Present	Yes/No and count

Step 3: Immediate Actions

Document any immediate actions taken:

• Area evacuated
• Utilities shut off
• Emergency services called
• Guests notified
• Secure the area

Step 4: Submit

Submit triggers:

• Alert to response team
• Manager notification
• Auto-escalation if critical

---

Response Team Activation

Response Team Structure

Property Manager (Lead)
    │
    ├── On-Site Staff
    │       ├── Security
    │       └── Maintenance
    │
    ├── External Services
    │       ├── Emergency Services (911)
    │       ├── Contracted Vendors
    │       └── Insurance Contact
    │
    └── Support
            ├── Guest Relations
            └── Communications

Team Notification

When emergency is reported:

1. Immediate (< 1 min):
   • On-call technician
   • Property manager
2. Short delay (< 5 min):
   • Regional manager
   • Support team
3. Escalation (if not acknowledged):
   • Operations director
   • Executive team

---

Incident Management

Incident Dashboard

The emergency view shows:

• Status - Current state
• Timer - Time since reported
• Response Team - Who’s assigned
• Actions Taken - Timeline
• Communications - Messages sent

Updating Status

As incident progresses:

Status	Meaning
Reported	Initial report received
Acknowledged	Team aware and responding
En Route	Responders traveling
On Site	Team at location
Contained	Immediate threat controlled
Resolving	Fix in progress
Resolved	Incident closed
Under Review	Post-incident analysis

Logging Actions

Document all response activities:

1. Click “Log Action”
2. Enter:
   • Timestamp (auto or manual)
   • Action taken
   • Who performed
   • Result
3. Attach photos/video if relevant
4. Submit

---

Communication During Emergency

Internal Communication

Channel	Use For
System Chat	Team coordination
Phone	Immediate urgent contact
SMS	Backup notifications
Email	Documentation, updates

Guest Communication

If guests are present:

1. Ensure immediate safety
2. Provide clear instructions
3. Update on situation
4. Offer alternatives if needed
5. Document all communications

External Communication

Contact	When to Notify
Emergency Services	Life safety threats
Insurance	Significant damage
Owner	Major incidents
Media	Only via comms team

---

Emergency Procedures

Fire Emergency

1. Evacuate all persons
2. Call emergency services
3. Attempt to extinguish (only if safe)
4. Meet at designated point
5. Account for all guests/staff
6. Wait for fire department

Water Emergency

1. Shut off main water valve
2. Turn off electricity if flooding
3. Document with photos/video
4. Call plumber
5. Begin water removal
6. Contact insurance if significant

Power Outage

1. Check if localized or area-wide
2. Reset breakers if tripped
3. Start backup generator if available
4. Notify guests
5. Call electrician if not resolved
6. Contact power company if area-wide

Security Incident

1. Ensure personal safety first
2. Call police if active threat
3. Secure the area
4. Document observations
5. Review security footage
6. File police report

---

Post-Incident

Incident Report

After resolution, complete full report:

Section	Content
Summary	Brief overview
Timeline	Chronological events
Response	Actions taken
Damage Assessment	What was affected
Cost Estimate	Repair/replacement costs
Root Cause	Why it happened
Prevention	How to prevent recurrence

Follow-Up Work Orders

Create work orders for:

• Repairs needed
• Cleanup required
• Inspections
• Equipment replacement

Insurance Claim

If damage is significant:

1. Document all damage (photos, video)
2. Get repair estimates
3. Complete insurance claim form
4. Submit to insurance provider
5. Track claim progress

---

Emergency Contacts

Managing Contacts

Set up emergency contacts per property:

Type	Information Needed
Local Emergency	191 (Police), 199 (Fire)
Hospital	Nearest hospital + phone
On-Call Staff	24/7 available personnel
Vendors	Emergency contractors
Insurance	Claim hotline
Owner	Owner contact info

Contact Directory

1. Go to Settings → Emergency Contacts
2. Add contacts by property
3. Set priority order
4. Include multiple contact methods
5. Test contacts periodically

---

Training and Preparedness

Regular Drills

Conduct periodic emergency drills:

Drill Type	Frequency
Fire evacuation	Quarterly
Response team activation	Monthly
Communication test	Monthly
Full simulation	Annually

Staff Training

Ensure all staff complete:

• Emergency procedures training
• First aid certification
• Communication protocols
• Equipment operation

Equipment Checks

Regular verification of:

• Fire extinguishers
• First aid kits
• Emergency lights
• Backup generators
• Communication devices