AFTERHOURS: Date/Time it was reported per the Call Center Messages Report
CALLER: Name of caller (Enter phone # only if there are multiple contacts or contact methods for resident)
ADDRESS/LOCATION: (Only if this is a common area work order)
PER CALLER: Document the message the homeowner left with our answering service (located on the on-call report)
PER ON-CALL MGR (name of on-call Mgr): Per the email they sent to CC Priority, document what the manager did
***Hit Save at this point and then click on Edit to enter your notes. That way it is date and time stamped with your initials***
Include your update and what you did to follow up
- To find out who is currently the On Call Manager, Click on “Calendars” at the top of the Management App. This page will display who are currently the On Call Managers as well as future managers who are scheduled. You may also reference the On Call Tab under the Association in the Management App to see who the escalation contacts are for that community.
- We will need to follow up with the vendor to get further details and status. We will then also follow up with all residents who reported the issue and keep them in the loop. If the vendor, on call manager or the escalation contact happens to confirm that the issue was addressed after hours, we would still follow up with whoever reported the issue, document everything on the work order and then close it. If the work order was determined to be a homeowner responsibility and the on call manager/escalation contact advised the caller of this, there is no need for us to follow up with the caller again.
- If the on call manager/escalation contact did not email anything to CC Priority or afterhours@actionlife.com regarding this issue, please still proceed with contacting the homeowner/resident to see if any progress has been made and possibly contact the vendor if it is obvious who would have been called out. You would still email the on call manager/escalation contact who took the call, as well as call if urgent, to ask for the action taken. Therefore, they know we didn’t receive an email from them and they will not be paid for the call. On the rare occasion where we can’t proceed with the work order because we need to know right away what action was taken, call/text the on call manager/escalation contact to obtain that info right away.