Admin · After-Hours Triage
After-Hours Triage Workflow
The 2 AM Sunday call is the most consequential interaction we have with an owner. Concierge needs a clear decision tree: 911 first · or on-call manager · or vendor · or "tomorrow morning's fine." Trains new staff to triage like 5-year veterans.
28After-hours pages · last 90d
2.4 minAvg first-tier ack
4911 calls · last 90d
14"Tomorrow's fine" deferred
$0Mis-triage incidents YTD
Decision tree · concierge front-desk
🚨 Tier 1 · 911 first
No CMG approval required · concierge calls 911 immediately · then notifies on-call
- Active fire · smoke/heat detector + visible smoke or flame · pull station + 911
- Medical emergency · unresponsive person · chest pain · heavy bleeding · breathing difficulty
- Active threat · weapon · domestic violence · breaking-and-entering in progress
- Gas leak · strong smell · evacuate first · then call TECO 877-832-6747 from outside · then 911 if any spark/fire risk
- Elevator entrapment + medical · 911 + KONE 24/7 line
- Major water main break with imminent property damage · City Utilities & on-call · 911 if evacuation needed
📞 Tier 2 · On-call manager (Schedule)
Page on-call manager via tablet · 5-min ack window · auto-escalates to backup if no ack
- Unit-side flood isolated to one unit · maintenance dispatched · plumber if > concierge can manage
- Power outage > 30 min · generator status check · Talquin 888-802-1832 · owner mass-notify
- Elevator stuck (no occupant) · KONE dispatch · alternate lift designated
- Rooftop / amenity emergency (someone hurt, doors stuck, etc.)
- Damage to common element · vehicle hit garage column · tree fell on lobby
- Owner-vs-owner emergency escalating beyond verbal · TPD non-emerg + on-call
- Suspected break-in after-the-fact · TPD report · concierge secures area · on-call
- Welfare check requested · concierge knocks · TPD welfare-check via 911 if no response
🛠 Tier 3 · Direct vendor dispatch (after concierge confirms)
Concierge has authority to dispatch known vendors · log to on-call · no manager required
- HVAC failure in common area only (lobby, gym, mech room) · Garcia HVAC 24/7
- Plumbing leak in common area · Coastal Plumbing
- Door / lock failure · Acme Locksmith 24/7
- Pool emergency (broken glass, chemical event, found something/someone) · Apex Pool + on-call
- Stuck/broken garage gate · HID Origo support + manual override
- Water heater failure in common laundry · Coastal Plumbing
📝 Tier 4 · Tomorrow's fine
Concierge logs · notifies on-call by SMS (no page) · routes to next-business-day work-order queue
- Light bulb out in common area
- Loud-but-not-911 noise complaint (concierge handles per house rules; logs for VRC if recurring)
- Package locker bay stuck (Luxer One self-service)
- HVAC adjustment in common area (not failure)
- Owner question about rules / policy / next BOD meeting
- Aesthetic concern (paint scuff, broken lobby chair)
- Non-emergency vendor coordination (e.g., scheduling next week's work)
Last 14 nights · log review
When
Reported
Outcome
Tier
Resolution
Sat 5/4 · 2:18 AM
Smoke detector active · #408 · burned popcorn
Concierge knocked · false alarm · alarm reset
Tier 2
14 min
Fri 5/3 · 11:42 PM
Loud party · rooftop · 4 owners
Concierge intervention · party wound down 12:15 AM
Tier 2
34 min · VRC follow-up
Wed 5/1 · 1:08 AM
Water leak · #218 ceiling from #318 above
On-call paged · Coastal Plumbing dispatched · isolated valve
Tier 2 + Tier 3
3 hr · ServPro mitigation followed
Mon 4/28 · 6:14 AM
Elevator car #2 stuck · no occupant
KONE dispatched (concierge direct call · Tier 3)
Tier 3
1 hr 14 min
Sat 4/26 · 4:22 AM
Unresponsive owner · #602 · welfare check req by neighbor
911 called · TPD + Tally Fire Rescue · owner safe (heavy sleeper)
Tier 1
42 min · resolved
Fri 4/25 · 10:38 PM
Garage gate stuck open
Concierge manual override · HID support next morning
Tier 3
22 min
Tue 4/22 · 11:18 PM
Owner reports broken lobby glass · break-in attempted
911 called · TPD report · on-call paged
Tier 1
1 hr · TPD #LK-26-04822
Mon 4/21 · 11:42 PM
"Light out in stairwell" · Owner #804
Concierge logged · WO created for next morning
Tier 4
logged
Common mis-triage failures & how we prevent them
Hesitating on 911
The biggest historical failure mode is concierge thinking "let me check first." 911 is always free to call · always preferred to call early · always preferred over hesitation. Trained explicitly.
Calling on-call for a Tier 4
Waking the on-call manager for a light bulb out trains them to ignore the next page. The decision tree is the discipline · concierge follows it.
Not calling on-call for Tier 2
Equally bad. If a unit floods at 2 AM and concierge tries to handle alone, by morning the manager is dealing with a drywall replacement that should've been a contained leak. Page on-call.
Talking to TPD without manager backup
Concierge calls TPD when needed (Tier 1) · but doesn't make statements about the property/owner without on-call manager arriving. Liability protection.
Forgetting to log
Every after-hours interaction logs in the concierge log within 24 hrs. Even Tier 4 light-bulb requests. The log is the trail · without it, patterns get missed.
Owner self-help that goes wrong
Owners sometimes try DIY fixes (turning off main water, resetting breakers in mech room). Concierge gently redirects · we don't want owners in mech rooms after hours.
Training cadence
Day-1 onboarding
New concierge does the decision-tree training before first solo shift. 90-min interactive · 14 scenario quizzes · open-book test.
Quarterly tabletop
Front-desk team runs through 6 scenarios at a quarterly tabletop. Tizi or front-desk lead facilitates. Catches drift in judgment.
Post-incident debrief
Every Tier 1 / Tier 2 event has a post-incident review within 7 days. Not blame · learning. Wiki entry if anything new came up.
Annual refresh
Whole front-desk team re-takes the decision-tree training annually. Updated for any new rules · new vendor relationships · new building features.
Peer shadowing
New concierges shadow Diana (8-yr lead) for 2 weeks of overnight + weekend shifts. Pattern-matching by exposure beats classroom every time.
Owner-feedback loop
Owners who experience an after-hours event get a 2-question pulse: "Was the response prompt? Was the resolution satisfactory?" Feeds back into training.
Why this exists
Property management is judged by how we handle the call we don't expect. A perfect financial statement doesn't recover from a fumbled 2 AM medical emergency. The decision tree isn't about replacing judgment · it's about ensuring our newest concierge can rely on a clear protocol when judgment is the hardest.
Tied to
Schedule + On-Call · Emergency Tree · Concierge Log · Wiki · Insurance Claims · Coaching log.
