Prepare, Respond, Prevent
What do we tell customers to do if they are unable/unwilling to evacuate?
To please ventilate the area by opening doors and windows.
"My kids were playing outside and our backyard smells like gas."
What order would you submit?
What is an Odor Outside Order.
What is a component of Natural Gas?
Methane
When a customer pulls the service line out of the ground.
What kind of emergency is that?
What is a Hit Line Emergency?
When a premise does not have an active BP. What should we use?
The Dummy Emergency BP
If a customer states that they have a gas line 'Pinched off', what should we advise that customer?
To leave the line alone and back away from the emergency area as soon as possible.
"I feel dizzy and sick and my kitchen smells like rotten eggs."
What order would you submit?
What is an Odor Inside Order
Incorrect or poorly handled Emergency calls are reported to who?
A. The Attorney General
B. The Utilities Commission
C. The General Utilities Bureau
B. The Utilities Commission.
When a customer smells gas coming from the road outside their house?
What kind of Emergency order is that?
What is an Odor Outside-Off Property
What color is Natural Gas?
DOUBLE JEOPARDY!
Name at least 3 traits of Natural Gas
Natural Gas is Colorless.
Double Jeopardy
Natural Gas is Colorless, Odorless, and Lighter than air
If a customer hangs up or is disconnected we should what?
A. Call the customer back to complete the order
B. Complete the Service Order with the information we have.
C. Do not submit the Service Order and alert your supervisor of the disconnected call.
B. Complete the Service Order with the information we have.
"My meter is leaning to the side and I smell gas!"
What order would you submit?
What is a Meter Knock Down/Knock Down Order
True or False?
It is necessary to verify a customer even during an emergency before we create a service order.
FALSE! When reporting an emergency, we do NOT have to verify a customer.
When a Customer hears a strange whistling/spitting sound coming from their meter?
DOUBLE JEOPARDY!
What is a Knock Down?
Who is allowed to call in natural gas emergency?
Who is Anyone
We should NEVER recommend that a customer do what to a leaning/leaking meter?
What is adjust a meter/move the meter/ touch the meter.
"I was digging a hole and...OH NO!"
What order would you submit?
What is a Hit Line Order
When will a tech arrive to an emergency? What do we tell the customer?
We cannot give an ETA/The nearest Technician will be dispatched
When we receive a report that another utility line has cut through the gas line underground.
What kind of Emergency Order is that?
What is a Cross Bore Emergency Order
What do we recommend customers do when they smell gas inside a building? (NAME 3 THINGS)
Leave/Evacuate the Building
Do not hang up the phone.
Do not use a lighter, E-cigarette, or strike a match
Do not plug or unplug any electrical device
Ventilate the area (leave open doors and windows)
True or False. if we are unable to hear a customer clearly we should hang up and not put in a Service Order. The customer must call back to report the emergency.
False! We must never hang up on a customer until the emergency service order is completed and sent.
"Something is wrong with my Furnace. Everytime it kicks on there's a loud booming sound?"
What kind of Emergency Order is that?
What is a Pressure Complaint Order. High Pressure
When will we use the Field Office Premise?
When an exact address is not available.
If the customer calls and states that their meter is on fire and they can't put it out.
What kind of Emergency order is that?
What is a Fire Order
What is a main Odorizing chemical name in Natural Gas?
What is Mercaptan?