Emergency Protocols Jeopardy

Building Issues

100

You receive a call from the monitoring centre for a trouble alarm. How do you proceed?

Call the Super and PM to notify. Send them an email immediately if you do not reach them. Note the details in your report. Create Incident report and email to all concierges, RC Supervisor, Monitoring centre Manager & PM.

200

A resident reports there is a lot of water on the ground in the Women's change room. 10 minutes later another resident calls to report that the water is up to her ankles.

A pipe may have burst. Call PM and Super immediately. Send an email if they do not answer. You may need to call 911 and request the fire dept depending on the severity of the pipe burst. You would also need to dispatch the mobile guard service. Create Incident report and email to all concierges, RC Supervisor, Monitoring centre Manager & PM.

300

A resident hits the OHD going into the parking lot. The OHD and their car is damaged. How do you proceed?

Report it to PM & Super via phone and email. Pull the archive video and look through the access control to see if they used their transponder, or if they tailgated. Create Incident report and email to all concierges, RC Supervisor, Monitoring centre Manager & PM. Email management the video and screen captures, use the Dropbox if the file is too large.

400

A resident calls and reports that they were having a romantic night in and hit down one of their candles. Their couch is now on fire but it can be contained with the use of a Fire Extinguisher. What do you do?

Call 911 immediately on another line, request the Fire Department in case the resident is unable to contain the fire. Explain to the resident where the Fire Extinguisher is. There is one on every floor. They can break the glass and use it. Follow up with the resident to make sure they have put out the fire. Create Incident report and email to all concierges, RC Supervisor, Monitoring centre Manager & PM.

500

A resident is new to the building and is in the process of moving in. You notice on the cameras that their movers have not backed their truck in properly and they have hit one of the structural poles that support the building. How do you proceed?

Notify PM & Super immediately. Pull video archive and sent to PM immediately. The resident will likely have to cover the repairs and the money will be deducted from their $500 security deposit. However, it is not your job to inform them of this, they must go through PM and they will inform them of the damages and costs. Create Incident report and email to all concierges, RC Supervisor, Monitoring centre Manager & PM. Attach screen caps and video evidence if needed, use the Dropbox if the file is too large.

Residents

100

You get a panic alarm message for suite 112. How do you proceed?

Call the resident to make sure they are OK. If no one answers call the Super to investigate. Note down all details in your report.

200

You receive a call from a resident that their pet snake has escaped. How do you proceed?

Call Animal Control immediately. Notify PM and Super via phone and email. Create Incident report and email to all concierges, RC Supervisor, Monitoring centre Manager & PM. Attach screen caps and video evidence if needed, use the Dropbox if the file is too large.

300

A resident reports that there is water dripping from the ceiling in their bedroom. What do you do?

Call PM and Super first to notify. Send an email if they do not answer. Call the 3 units directly above. Call the adjoining units to see if they have any water accumulation. If the water leak is spreading quickly call the Plumber; the contact info is found in the Contractor List or Project Data sheet. Create Incident report and email to all concierges, RC Supervisor, Monitoring centre Manager & PM.

400

A resident calls to report that they think they left their curling iron on in their bathroom. It is now 12pm, and they said they left home at 8:30am. How do you proceed?

Report it to PM and Super. Emphasize that they need to feel the door to make sure it's not hot and that a fire has not spread through the whole suite. The Super will go up to check the suite and he will report back to you. IF the door is hot you need to call 911 immediately. If the curling iron was off call the resident and let them know that we have resolved it. Create Incident report and email to all concierges, RC Supervisor, Monitoring centre Manager & PM.

500

Two cars back into each other in the resident parking. How do you proceed?

Report it to PM and Super via phone and email. Pull video and send evidence to PM via email or Dropbox. We DO NOT send video evidence directly to residents, they MUST go through management. Create Incident report and email to all concierges, RC Supervisor, Monitoring centre Manager & PM.

Medical Emergency

100

Someone reports that they just saw someone jump off the terrace. How do you proceed?

Call 911 immediately report that we are an offsite concierge but will assist them when they are on site. Notify PM and Super immediately so they can tape off the area if needed. Create Incident report and email to all concierges, RC Supervisor, Monitoring centre Manager & PM. Attach screen caps and video evidence if needed, use the Dropbox if the file is too large.

200

Concierge notices on the cameras that a resident working out in the gym has collapsed.

Call 911 immediately. Contact PM & Super. Tell them to get the AED if there is no pulse they may need to use it. Offer over the phone CPR instructions if needed.

300

A resident left a bowl of imported chocolates at the concierge desk for everyone to enjoy. A child takes a chocolate and you notice they have fallen to the ground and are holding their neck. What do you do?

They are choking or having an allergic reaction. Call the PM & Super to notify so they can assist right away. Call 911 immediately and create Incident report.

400

Two visitors are stuck in an elevator on a Stat Holiday. The elevator company said they will take at least an hr to arrive. Upon monitoring the situation through the cameras you noticed one of them has fallen to the ground and is clutching their chest. What do you do?

Call 911 for the Fire Dept. and tell them we are an offsite concierge but will assist them when they are on site. Monitor the cameras. Notify PM & Super through email and phone. Create Incident report and send to all concierges, PM, Super RC Supervisor and RC Director.

500

A pregnant woman starts going into labour in the lobby. How do you proceed?

Call 911 and tell them we are an offsite concierge but will assist them when on site. Call PM & Super to notify and email if needed. Follow the instructions in the Basic First Aid training to assist until first responders arrives. Remain calm and keep the patient calm. Create Incident report and email to all concierges, RC Supervisor, Monitoring centre Manager & PM. Attach screen caps and video evidence if needed, use the Dropbox if the file is too large.

Crime

100

Someone vandalizes our screen. The screen appears to be cracked. How do you proceed?

Call 911 and ask them to send police to do a report. Notify IT dept and Monitoring centre Manager. Take screen caps and video evidence to supply police with. Create Incident report and email to all concierges, RC Supervisor, Monitoring centre Manager & PM. Attach screen caps and video evidence if needed, use the Dropbox if the file is too large.

200

A resident returns from a month long vacation. They report to the concierge that when they opened their suite door they think they hear someone in their apt. How do you proceed?

Tell resident not to enter the unit. Call 911 immediately and request police. Ask resident to stay in the lobby until police arrive. Keep new instance of all cams up in elevators so you can monitor anyone suspicious leaving that floor. Take screen captures and pull video if needed to provide to police. Notify PM & Super by phone and email. Create Incident report and email to all concierges, RC Supervisor, Monitoring centre Manager & PM. Attach screen caps and video evidence if needed, use the Dropbox if the file is too large.

300

Board Member reports that their car windshield has been shattered. It appears to be broken with a brick. How do you proceed?

Pull archive of that area. Take screen captures and send video evidence to PM. Write an Incident report and send to all parties. Call the Board Member to report your findings. Do not send video evidence or picture directly to the resident. We ONLY send archived evidence to PM and they must go through PM to get the video or screen captures. Remember recorded video is confidential! Create Incident report and email to all concierges, RC Supervisor, Monitoring centre Manager & PM. Attach screen caps and video evidence if needed, use the Dropbox if the file is too large.

400

A resident reports a stabbing in an area of the building you do not have camera coverage. How do you proceed?

Call 911 immediately as their life may be in danger. Tell them we are an offsite concierge. Request Police and EMS. Let them know if the assailant is still on the loose. Try to pull video in other areas of the building to see if you can get a screen capture of the suspects. Notify PM & Super via email and phone. Create Incident report and email to all concierges, RC Supervisor, Monitoring centre Manager & PM. Attach screen caps and video evidence if needed, use the Dropbox if the file is too large. Assist emergency responders when they are on site.

500

A resident reports that they saw a dead body in the stairwell, they appear to have been shot. He also says that he saw a man in the elevator that looked suspicious. How do you proceed?

Tell the resident not to touch the body. Call 911 immediately. Notify PM & Super by phone and email. Keep new instance up of elevator cams and exits so you can pick up on any suspicious people coming or going. Take screen captures if needed. Call Mobile guard service. Create Incident report and email to all concierges, RC Supervisor, Monitoring centre Manager & PM. Attach screen caps and video evidence if needed, use the Dropbox if the file is too large.

After Hours

100

You notice a child wandering around the building alone. They look to be around 3 or 4 years old. What do you do?

Engage the child through an intercom or through the screen. Ask what their name is and what suite they live in. Ask them where their parents are. If you are unable to determine what unit they are from call the police and report it. Ask the child to wait with you and continue talking to them until the police arrive. If the parents come down to retrieve the child call 911 again and report that the parents have came for the child. Create Incident report and email to all concierges, RC Supervisor, Monitoring centre Manager & PM. Attach screen caps and video evidence if needed, use the Dropbox if the file is too large.

200

You notice a dog wandering around the common areas of the building on camera. You do not see an owner anywhere. What do you do?

Contact Animal Control. Notify PM & Super by phone and email. Keep an eye on the dog wandering around so if the owner comes to you to report it missing you can point them in the direction the dog went in. Create Incident report and email to all concierges, RC Supervisor, Monitoring centre Manager & PM. Attach screen caps and video evidence if needed, use the Dropbox if the file is too large.

300

A resident reports an odd animal noise and says it is coming from the ceiling in the common areas of the building. They said they do not know what it is. How do you proceed?

Call Animal Control as it may be a bird, bird's nest or raccoon stuck in the ceiling. Tell the resident to avoid the area. Notify PM & Super by email. Create Incident report and email to all concierges, RC Supervisor, Monitoring centre Manager & PM. Attach screen caps and video evidence if needed, use the Dropbox if the file is too large.

400

You notice a resident has collapsed in the elevator, they are alone. It is 4am. How do you proceed?

Call 911 immediately, report that we are an off site concierge but will assist them when they arrive on site. Tell them the person appears to not be breathing. They will prioritize the call and come to the building faster. Create Incident report and email to all concierges, RC Supervisor, Monitoring centre Manager & PM. Attach screen caps and video evidence if needed, use the Dropbox if the file is too large.

500

A shooter is on the loose in the building. How do you proceed?

Call 911 immediately. Tell them we are an off site concierge but will assist them when they arrive. Unlock doors to allow free movement. Any residents calling to inquire, advise them to stay in their units. If there are residents or visitors in the lobby ask them to exit the building. Create Incident report and email to all concierges, RC Supervisor, Monitoring centre Manager & PM. Attach screen caps and video evidence if needed, use the Dropbox if the file is too large.