Six steps, in order.
The automated desk picks up, at any hour.
The desk says: "Emergency desk, this is Rushproof, the automated assistant. This call is written down." Callers always know they are talking to an automated assistant.
Safety comes first.
It asks whether anyone is in danger. For fire, gas, a medical situation or someone trapped, it tells the caller to call 9-1-1 first.
It takes the unit and a callback number.
It reads the details back, so the caller knows they were heard and your people can reach them.
It rings your people, in your order.
Water rings your plumbers while the caller is still on the line. No heat, sewage, power, a door that won't lock or a fire panel rings your on-call manager. It keeps ringing until someone picks up and presses 1 twice to accept, and moves to the next name on your list if they don't.
The caller gets a text when someone accepts.
Before any text, it asks whether their phone can get texts, and it only texts if they say yes. On a leak it can also text the shut-off steps. Replying STOP to any text stops them.
Your office gets the night by 7:02.
One email covering every call, who was rung, and the minute someone said yes. Every call is also logged in the Switchboard, building by building.
The texts a caller can get.
Word for word. Sent only after the caller says yes on the call. Your company's name and the building's address appear in them.
+1 833-579-7874
Rushproof, for your management office: how to stop the water. 1. Look under the sinks and behind the toilet for a small valve on the pipe. Turn the handle to the right (clockwise) until it stops. If it is a lever, turn it so it sits across the pipe. 2. If the water is coming from somewhere else, look for your unit's main valve, often in a closet or near the hot water tank or washer. 3. Keep away from water near outlets, panels or appliances. Do not touch anything electrical while standing in water. If anyone is hurt or in danger, call 9-1-1.
On a leak, if you asked for the shut-off steps.
+1 833-579-7874
Rushproof, for your management office. A plumber has confirmed and is coming to your building, your unit. They have your number and have been asked to call you when they are on the way. If water is still running and you can reach the shut off safely, please do. If anything changes, call back on the number you called.
Once a plumber or manager accepts the job.
Reply STOP to any text to stop them, or HELP for help. How texts work.
If it can wait until morning.
Noise and other problems that can wait are written down, read back to the caller, and sent to your office. Nobody is woken up for it.
What the desk won't tell a caller.
- An arrival time.It tells them who has been rung and that a text follows when someone accepts. It does not guess when anyone will arrive.
- A cost, or who pays.Questions about money, insurance or responsibility are written down and passed to your team.
- Made-up answers.When it does not know, it takes the details and tells the caller what happens next.
Privacy on every call.
No audio of a call is kept. The desk keeps a written record for your team, and a word-for-word transcript is kept for two years so any later question about the call can be answered.
More detail: privacy policy and how texts work.
A poster in every lobby.
Each building on Rushproof gets a poster with its own emergency number, printed from the Switchboard. This is the wording residents see.
Your building
Emergency after hours?
Call this number
Your building's number
Save this number in your phone. The Rushproof desk answers at any hour, day or night.
- Water coming in or a pipe leaking
- No heat when it's cold
- Power out in the hallways, lobby or parkade
- A main door or garage door that won't lock
The desk takes your unit and what's happening, then rings one of the building's approved trades or your building manager while you're still on the phone. You get a text when someone takes the job.
Fire, smoke, the smell of gas, someone hurt or trapped in an elevator: call 9-1-1 first.
Your management company. Emergency line run by Rushproof.
See it on your own buildings.
We load your buildings, trades and on-call list into a live desk, then run a test overnight leak through it. No charge for the test.
Live in one of these buildings and looking for the number? It is on the poster in your lobby, or ask your management company.