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Emergency Service Call Checklist
Initial assessment protocol for urgent HVAC situations
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SAFETY FIRST
- If you smell gas or detect carbon monoxide, evacuate immediately and call emergency services before proceeding with any diagnostics.
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Phase 1: Arrival & Initial Safety Assessment
Scene safety assessment
Check for immediate hazards: gas odor, smoke, water hazards, electrical dangers, structural issues
Don appropriate PPE
Safety glasses, gloves, and any additional protection based on initial assessment
Identify main shut-offs
Locate gas shut-off, electrical panel, and water shut-offs before proceeding
Test for carbon monoxide
Use CO detector to check ambient levels near equipment and living spaces
🚫 STOP WORK CONDITIONS
Gas leak detected | CO levels >35ppm | Unsafe electrical conditions | Structural hazards | Lack of proper tools/parts for safe repair
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Phase 2: Customer Communication
Introduce yourself and verify work order
Confirm customer name, address, and nature of emergency call
Document customer complaint
When did problem start? What symptoms? Any recent work done? Any unusual sounds/smells?
Set expectations
Explain diagnostic process, estimated time, and that you'll provide options before proceeding with repairs
Identify system type and location
Furnace/boiler/heat pump model, fuel type, thermostat location, equipment access
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Phase 3: Initial Equipment Assessment
Visual inspection of equipment
Check for obvious damage, corrosion, leaks, disconnected wires, blocked vents
Check power supply
Verify breaker on, disconnect switch on, fuses intact, 120V at unit
Verify thermostat operation
Check battery (if applicable), proper mode setting, temperature differential, display function
Check air filter and airflow
Inspect filter condition, verify return air grilles open, check for airflow restrictions
Listen for unusual sounds
Grinding, squealing, clicking, banging - note timing and location of sounds
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Phase 4: System Operation Test
Attempt system start
Call for heat/cool at thermostat, observe startup sequence
Monitor ignition sequence (heating)
Inducer start → pressure switch → igniter → gas valve → flame sense
Check for error codes
LED diagnostics, control board codes, thermostat error messages
Measure key voltages
24VAC control voltage, 120VAC line voltage, voltage at suspected failed components
Document observations
What works, what doesn't, error codes, voltage readings, temperature measurements
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Phase 5: Diagnosis & Customer Options
Identify root cause
Use diagnostic flowchart specific to problem (no heat, no cool, etc.)
Check parts availability
Do you have part on truck? Can you source locally? Lead time for order?
Present options to customer
Repair cost, timeline, warranty. Discuss temporary solutions if immediate repair not possible
Get approval before proceeding
Written or verbal authorization, document on work order
💡 EMERGENCY TEMP SOLUTIONS
Space heaters (if no heat) | Window AC (if no cool) | Manual ignition mode | Jumper thermostat | Customer notification of limitations
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Phase 6: Documentation & Follow-up
Complete work order
Problem found, parts used, labor time, before/after readings
Take photos (if applicable)
Failed parts, safety concerns, before/after conditions
Review findings with customer
Explain what was wrong, what was fixed, preventive recommendations
Provide operation instructions
How to restart system if needed, when to call back, warranty information
Schedule follow-up if needed
Parts order callback, seasonal maintenance, or additional work required