For the owner who takes the night calls
A spreading leak follows the emergency rule you gave Penny.
An active leak needs a different response from a dripping faucet. Start with your trade’s rules, edit the trigger in your callers’ words, and choose the safety instruction and business action Penny follows.
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01
Give each urgent situation a named action
A rule has three parts: the words or situation that trigger it, the instruction the caller hears, and the action Penny takes. Your shop decides which service calls warrant an interruption. Safety instructions come from the trade’s protocol.
Keep the trigger observable. ‘Water is spreading across the kitchen’ gives Penny something to act on. ‘A bad plumbing problem’ leaves the decision open to interpretation.
- When — what the caller reports.
- The caller hears — the immediate instruction, in plain language.
- Penny does — the transfer, notification, or booking you selected.
02
Start from the situations your trade already recognizes
Open your trade below to see its starting rules: what counts, what the caller hears first, and what Penny does next. Review them with the person responsible for safety in your business, then add your service area and contact numbers.
HVAC
The caller smells gas (rotten egg, sulfur) anywhere near the furnace, boiler, or water heater.
The caller hears
Leave the building now without using switches, appliances or a phone inside. From outside, call 911 and your gas utility’s emergency line.
Penny does
Texts you the address and callback number, pages your on-call tech, and logs the call as a gas emergency. No one is sent until the utility clears the house.
Smoke, flames, sparks, or a burning smell with visible smoke from the furnace or air handler.
The caller hears
Get everyone out of the house and call 911 from outside.
Penny does
Texts you the address, pages on-call after the caller is out, and marks the ticket as fire-department-first.
A CO alarm is sounding continuously. A single chirp every minute is a low battery, and she asks which it is.
The caller hears
Everyone out to fresh air right now, and call 911 from outside. Anyone with a headache, nausea, or dizziness needs medical attention.
Penny does
Pages on-call after the caller is out and texts you the address. The ticket records the CO alarm and any symptoms the caller reports; the technician determines the source after responders clear the building.
The shop’s example priority rule: no heat at or below 40°F outside, or no cool with an infant, someone over 65, or a reported heart or breathing condition in the home. Your shop sets and approves its thresholds.
The caller hears
This goes in as an emergency. Is anyone in the home an infant, over 65, or living with a medical condition?
Penny does
Offers an available priority slot under your shop’s rule and sends the address and reported occupant concern to your team. Without an appropriate opening, she follows your on-call policy.
Water pooling around the furnace or air handler.
The caller hears
Stay out of the water and don’t touch the unit. Switch the system off at the thermostat only if you can reach it from a dry, safe location.
Penny does
Uses your shop’s priority and on-call rules, recording where the water is and how long it has been there. She confirms an appointment only from available slots.
Loud banging, grinding, or screeching from the unit.
The caller hears
Shut the system off at the thermostat until the tech has looked at it.
Penny does
Records the noise in the caller’s words and applies your shop’s priority rule when offering an available appointment.
Ice on the line set, short-cycling, or a breaker that trips when the system starts.
The caller hears
That needs a tech, and it can take the next open slot rather than the emergency one.
Penny does
Books next available, notes the symptom, and does not page on-call.
Property management
Anyone injured, unresponsive, having chest pain, or in immediate danger in a unit or common area.
The caller hears
Call 911 now and follow their instructions. I’m alerting the building’s on-call line.
Penny does
Alerts the manager and on-call building contact with the location and reported emergency. Emergency medical help comes from 911, not a maintenance vendor.
The caller smells gas anywhere in the unit, the hallway, or the mechanical room.
The caller hears
Leave the unit now, don’t touch any light switches on the way out, and don’t use your phone inside. Once you’re outside, call 911 and the gas company’s emergency line.
Penny does
Wakes the on-call vendor after the caller is out, texts the manager the property and unit, and logs the call as a gas emergency. No one is sent in until the utility clears the building.
A carbon monoxide alarm is sounding in the unit.
The caller hears
Everyone out to fresh air right now, then call 911 from outside. Anyone with a headache, nausea, or dizziness needs medical attention tonight.
Penny does
Texts the manager the property and unit once the caller is out, pages the on-call vendor, and notes on the work order that the alarm was sounding, not chirping.
Fire or smoke anywhere in the building.
The caller hears
Get out of the building and call 911 from outside. Don’t go back in for anything.
Penny does
Texts the manager the property and unit, then pages the on-call line. 911 is the first call and the manager is the second. Staff and vendors stay out until the fire department releases the building.
Water spreading across a floor, a burst pipe, water coming through a ceiling, or a sewage backup.
The caller hears
Stay out of water near anything electrical. If a fixture in your unit is leaking and its shutoff is safe to reach, turn that valve off. For water through the ceiling, keep clear and tell me which room. For sewage, stop running water or flushing and keep people and pets away; don’t touch it.
Penny does
Wakes the on-call plumber, opens a priority work order with the unit and the unit above or below it if water is moving between floors, and texts the manager.
No heat with the outdoor temperature at or near freezing, or no cooling during a declared heat emergency.
The caller hears
That goes in as an emergency. I’m alerting the on-call team now; you do not need to give me anyone’s medical details.
Penny does
Opens a priority work order for the temperature emergency and wakes the HVAC vendor on your after-hours list. She does not solicit diagnoses, ages, or family relationships for a vendor ticket.
Sparks, smoke, or a burning smell from an outlet, a wall, or the breaker panel.
The caller hears
Get everyone out of the unit and call 911 from outside. Don’t go to the breaker panel and don’t go back in until the fire department says it is clear.
Penny does
Pages the on-call electrician, texts the manager the property and unit, and logs it as a fire call rather than a maintenance ticket.
A broken exterior door, a broken window, or a lock that leaves the unit unsecured, or someone stuck in the elevator.
The caller hears
For the elevator, call 911 and stay in the car. For a door or lock, stay somewhere safe; I’m giving the on-call vendor this number.
Penny does
Wakes on-call from your after-hours vendor list, notes whether the tenant is inside or locked out, and texts the manager the unit.
Anything that is not on your emergency list: a dripping faucet, a slow dishwasher, a noise complaint, a question about the lease.
The caller hears
I’ve logged your unit and number for the office: maintenance goes to the work-order queue, and lease questions or complaints go to the manager.
Penny does
Opens a routine work order or a message to the manager. No one is paged.
Plumbing
A CO alarm sounds, or the caller reports suspected carbon monoxide exposure.
The caller hears
Get everyone outside to fresh air now and call 911 from outside. Anyone with a headache, dizziness, or nausea needs medical attention. Do not re-enter until emergency responders clear the building.
Penny does
Captures the address and callback after the safety step, texts you, and pages on-call as a CO event. She records symptoms without guessing the source; responders clear the building before a plumber is sent.
Water is still spreading from a burst pipe, a failed supply line, or a leaking water heater, and nothing electrical is in it.
The caller hears
Find the main shutoff. It’s usually where the water line enters the house, in the basement, crawl space, or utility room. A round wheel turns clockwise to close; a lever turns a quarter-turn until it’s across the pipe. Then open a faucet to drain the pressure.
Penny does
Transfers the call to your on-call plumber with the address and the shutoff status on the ticket. If the caller cannot find or turn the valve, she tells them to call the water utility to close it at the street and pages on-call anyway.
Standing water has reached an outlet, a light fixture, the panel, or a plugged-in appliance.
The caller hears
Don’t touch the water and don’t touch anything electrical. Stay out of that room until someone has looked at it.
Penny does
Transfers to on-call, notes the electrical hazard on the ticket so the plumber knows before walking in, and texts you the address.
Sewage is coming up through a floor drain, a tub, or a toilet.
The caller hears
Stop running water anywhere in the house, keep people and pets out of that area, and don’t use any fixture on that line. Cleanup is for a professional with the right equipment.
Penny does
Transfers to on-call as a sewage backup, marks the ticket as contaminated water, and does not coach cleanup.
A toilet is overflowing and will not stop.
The caller hears
Turn the valve on the wall or floor behind the toilet clockwise until it stops, or lift the tank lid and push the flapper down.
Penny does
Books the first emergency slot if the flow stopped. If it will not stop, she transfers to on-call and gives the main-shutoff step only when it is safe to reach. Sewage on the floor follows the backup rule above.
The caller smells rotten egg or sulfur near a gas water heater, or hears hissing at a gas line.
The caller hears
Get everyone and the pets out of the building now. Don’t touch light switches, appliances, or phones inside, and don’t light anything. From outside, call 911 or your gas utility’s emergency line, and don’t go back in until they clear it.
Penny does
Captures the address and callback number for follow-up, texts you, and pages on-call as a gas event. She never tells a caller to find a gas valve, relight a pilot, or look for the source. No plumber is sent until the utility has cleared the house.
A pipe is frozen and the caller is worried it will burst as it thaws.
The caller hears
Leave the affected faucet open, and if you warm the pipe, use a hair dryer or warm towels. Never an open flame.
Penny does
Books the first available slot that day, notes which line is frozen and where it runs, and pages on-call if the caller reports a split or water.
No water to the whole house.
The caller hears
Is the water out at the neighbors too? If it is, that’s the utility. If it’s only your house, I’ll check the first open appointment and alert on-call.
Penny does
Routes to the utility when the street is out; otherwise books a same-day slot. Below freezing, or with an infant, someone elderly, or a medical condition in the home, she pages on-call instead.
A slow drain, a dripping faucet, a running toilet, or low pressure at one fixture, with no water on the floor.
The caller hears
That can take the next open slot rather than tonight. What day works for you?
Penny does
Books next available, writes down the fixture and the symptom in the caller’s words, and does not page on-call.
Dental
A tooth has been knocked out. The caller’s description of a permanent or baby tooth is recorded for the dentist, including when they are unsure.
The caller hears
A knocked-out permanent tooth needs a dentist immediately. I’m contacting the dentist on call now so you can get the next steps directly.
Penny does
Reaches your on-call dentist before offering a booking, with the injury and callback number. If the dentist cannot be reached, she gives your approved emergency dental contact and records the attempted transfer. She does not coach the caller through putting a tooth back in.
A tooth has been pushed out of position or loosened by a blow, or a parent reports an injury to a baby tooth.
The caller hears
I’ll get this injury to the dentist now so they can tell you what to do next.
Penny does
Records the tooth or side, the patient’s age if given, when it happened, and the callback number. Your dentist-contact protocol determines the handoff and any appointment; she does not set a treatment or waiting time.
Trouble breathing or swallowing, or swelling that the caller says is spreading around the face or jaw.
The caller hears
This needs urgent medical attention. If you are having trouble breathing, call 911 now.
Penny does
Uses your approved emergency-services or urgent-care direction before any scheduling, records the redirect, and alerts the practice. The caller does not wait for a dental appointment to seek help.
A serious head or jaw injury, loss of consciousness, or bleeding that will not stop.
The caller hears
Please call 911 now for emergency medical help.
Penny does
Ends routine intake and alerts the practice through your emergency notification route. She does not offer an appointment or ask the caller to try a home treatment first.
A caller reports bleeding, new swelling, or worsening pain after an extraction or another procedure.
The caller hears
That needs your treating dentist or the dentist on call. I’m reaching them with your number and what you have told me.
Penny does
Captures the procedure date and symptoms in the caller’s words, then follows the dentist’s contact and fallback rules. Emergency warning signs use the emergency-services route first. She does not label recovery as normal or decide it can wait until morning.
A toothache, a painful cracked or broken tooth, or a caller asking about a possible abscess.
The caller hears
I’ll record which tooth is bothering you and follow the practice’s instructions for reaching the dentist or offering an urgent visit.
Penny does
Uses your dentist-approved symptom and booking rules. An urgent visit is confirmed only when the rules permit it and a suitable slot is available; other questions reach the dentist. No diagnosis or home-treatment advice is given.
A lost crown or filling, a chipped tooth, a broken retainer, or a problem with braces.
The caller hears
I’ll note what happened and check the visit or dentist-contact option the practice has set for that.
Penny does
Records the tooth or appliance and any reported symptoms, then follows your approved booking or contact route. She does not decide from the item alone that the caller can safely wait a week.
Real estate
A burst pipe, water through a ceiling, or a sewage backup in a home you manage.
The caller hears
Stay out of water near anything electrical and don’t touch it. For sewage, stop running water and flushing, and keep people and pets clear. I’m reaching the on-call manager now.
Penny does
Wakes the on-call manager or plumber, records the unit and reported hazard, and texts you. Penny does not coach a repair.
A break-in or a damaged door or lock leaves a managed home unsecured.
The caller hears
If anyone could still be inside or you are in danger, call 911 first. Stay somewhere safe while I alert the on-call line.
Penny does
Wakes the on-call manager, notes the location and whether the tenant is inside or locked out, and texts you.
A caller says the wiring instructions for their closing changed, or that they already wired money and something feels wrong.
The caller hears
Don’t send anything else. Call your title or escrow company at a number you had before today, not one from the new email. I’m getting your agent on the line now.
Penny does
Transfers to the agent on the deal or the broker of record, texts you the caller’s name and the property, and never reads back, confirms, or takes down an account number.
A notice to perform, a highest-and-best deadline, or a contingency that expires today or tomorrow.
The caller hears
That deadline needs your agent now. Hold on while I try the agent, then the transaction coordinator or broker if needed.
Penny does
Transfers to the agent on the file; if there is no answer, the transaction coordinator, then the broker of record. Texts you the address and the deadline.
On closing day, funds have not arrived, keys are missing, or the final walkthrough turned something up.
The caller hears
I’m trying the person on your file now.
Penny does
Transfers to the agent or the transaction coordinator and logs the call as closing-day.
A tenant in a home you manage smells gas.
The caller hears
Leave now, don’t touch any switches on the way, and call 911 and the gas company from outside.
Penny does
Pages the on-call property manager after the caller is out and texts you the unit and the callback number. No one talks the tenant through a fix.
A tenant sees smoke or fire.
The caller hears
Get everyone out and call 911 from outside. Don’t go back in for anything.
Penny does
Pages the on-call property manager and texts you the unit and the callback number once the caller is out.
A carbon monoxide alarm is sounding in a home you manage.
The caller hears
Get everyone outside into fresh air and call 911 from there. Anyone with a headache, dizziness, or nausea needs to be seen by a doctor.
Penny does
Pages the on-call property manager, texts you the unit, and logs it as a CO call rather than a maintenance ticket.
A tenant with no heat in freezing weather or no running water.
The caller hears
This goes to the on-call line right now. What is the best number to reach you at in the next few minutes?
Penny does
Wakes the on-call vendor or manager from your after-hours list and logs the work order as priority.
Insurance
An auto accident with anyone hurt, or a caller still on the shoulder of the road.
The caller hears
Call 911 first, then get behind the barrier and away from traffic. I can take the loss notice once you are safe, or when you call back.
Penny does
Texts you the caller’s name, number, and location, and holds the notice open so the callback picks up where the call stopped.
Fire or smoke in the home, still in progress.
The caller hears
Get everyone out of the house and call 911 from outside. The claim can wait until you are safe.
Penny does
Texts you the address and flags the notice as a fire loss for the on-call agent.
A gas smell after a storm, a tree on the meter, or a line pulled from the house.
The caller hears
Leave now without using switches, appliances or a phone inside. Move away from the building and meter, then call 911 or the gas utility from outside. The claim waits until you are safe.
Penny does
Texts you the address, flags the notice as a gas hazard, and takes the rest of the loss on the callback.
Water coming into the home near outlets, light fixtures, or the electrical panel.
The caller hears
Don’t touch the water or anything electrical near it, and stay out of that room.
Penny does
Takes the loss notice, texts the on-call agent, and notes the hazard on the notice.
A loss still in progress with no one hurt: a burst pipe, a tree on the house, an opening in the roof after a storm.
The caller hears
If it is a tree on the house or an opening in the roof, stay out of the rooms underneath and don’t go up to look. For a burst pipe, shut the main only if you can reach it safely. Keep the receipts for anything you spend, and photograph the damage from the ground before anything is cleaned up.
Penny does
Transfers to the on-call agent if you have one on tonight; otherwise books the first morning callback and texts you the notice.
Electrical
A burning smell, smoke, or sparks from the panel, an outlet, a switch, or inside a wall.
The caller hears
Get everyone out of the house now and call 911 from outside. Leave the panel alone on the way out.
Penny does
Texts you the address and callback number, pages your on-call electrician once the caller is out, and logs the call as fire-department-first. She never asks the caller to open or touch the panel.
Someone took a shock, including a tingle from an appliance, a faucet, or an outlet.
The caller hears
Call 911 and get checked by a doctor today, even if you feel fine. Don’t touch that outlet or appliance again, and don’t touch anyone who is still in contact with it.
Penny does
Pages on-call after the emergency-services instruction and notes what the caller touched. The ticket records that the caller was told not to use that outlet or appliance until the electrician has checked it.
Water in contact with outlets, the panel, or the service entrance: a flooded basement, a burst pipe above the panel, rain inside an outdoor disconnect.
The caller hears
Don’t touch anything electrical and stay out of the water. If anyone is in the water, call 911 first.
Penny does
Pages on-call for a same-day visit and texts you the hazard. She does not ask the caller to reach the main breaker.
A downed power line in the yard, on the roof, or in the street.
The caller hears
Stay at least 35 feet away and call 911. If your car is touching the line, stay inside unless there is fire or smoke. If you must escape fire or smoke, jump clear with feet together without touching the car and ground together, then shuffle away with feet together on the ground.
Penny does
Texts you the location and logs it as a utility call. No electrician is booked until the utility has cleared the line.
The whole house is out.
The caller hears
Are the neighbors out too, or is it only your house?
Penny does
If the street is dark, she gives the caller the utility outage line you keep on file and takes a callback number. If only this house is out, she books a same-day visit and lets on-call know.
Half the house is dark, a breaker trips again the moment it is reset, the panel buzzes or clicks, an outlet is warm, or a burning smell has come and gone.
The caller hears
Leave a breaker that won’t hold in the off position, and don’t run the dryer, the range, or the AC while half the house is dark. This goes in as a same-day visit.
Penny does
Books the first same-day slot, notifies on-call, and writes the symptom on the ticket in the caller’s words, with the panel brand if they know it.
A dead outlet with no tripped breaker, nothing warm, and no smell.
The caller hears
Find the nearest GFCI outlet, the one with the TEST and RESET buttons, often in a bathroom, the kitchen, or the garage, and press RESET. If the outlet comes back, you may not need a visit. If it will not stay reset, that needs an electrician.
Penny does
Books the next open slot when the reset does not hold, notes which GFCI the caller tried, and leaves on-call alone.
Roofing
Water is coming through a ceiling near a light fixture, a ceiling fan, an outlet, or the breaker panel.
The caller hears
Don’t touch the water and stay out of it, and don’t go near the breaker panel. Keep everyone out of that room until a qualified professional has checked it.
Penny does
Transfers the call to your on-call lead, texts you the address and callback number, and flags the ticket as water near electrical so the crew knows before they walk in.
The ceiling is sagging or bulging where the water is collecting.
The caller hears
Keep people and pets out of that room and don’t poke or push the bulge. It can give way without warning.
Penny does
Wakes your on-call lead, holds the first available slot on the tarping crew’s board, texts you the address, and notes the bulge and which room it is in.
A tree is through the roof, a section has blown off, or decking is open to the sky after the storm.
The caller hears
If anyone is hurt, call 911 first. Stay out of the rooms under the damage, and don’t go up to look at it.
Penny does
Wakes your on-call lead, texts you the address, and marks the ticket as structural so the crew brings the dry-in materials.
Water is actively dripping inside while the weather is still going, with nothing electrical nearby.
The caller hears
Put a bucket or towels under it, move what you can out of the way, and take photos for your insurer. Don’t go on the roof and don’t try to tarp anything at height in this weather.
Penny does
Wakes your on-call lead, books the first available emergency slot for the tarping crew, texts you the address, and captures the storm date, the carrier, and whether a claim is open.
Shingles are missing or lifted after wind, or the caller wants a hail inspection, with no water inside.
The caller hears
That goes in as urgent rather than an emergency. I’ll get you the soonest inspection in your area.
Penny does
Books the soonest inspection in that subdivision, notes the storm date and what the caller can see from the ground, and does not page on-call.
Contractors
Equipment touches a power line, or a downed or exposed wire is reported.
The caller hears
Call 911 from a safe place. Stay away from the wire and any equipment touching it, and keep everyone else back.
Penny does
Transfers to the owner or on-call super and texts the job location. She does not coach anyone to move equipment or wires.
A buried utility line is struck, or an open trench is left unsecured.
The caller hears
Get everyone away from the trench. For a struck line or immediate danger, call 911 from a safe place. If gas may be escaping, keep ignition sources away and call the gas utility from outside the area.
Penny does
Alerts the owner and on-call super with the location and the reported hazard; the utility handles a struck line. She never asks the caller to inspect or repair it.
Active flooding or a burst line on a jobsite.
The caller hears
Keep everyone away from the water and don’t touch anything electrical. Call 911 if anyone is in immediate danger.
Penny does
Transfers to the super or on-call owner now and texts the location and water report. She gives no repair instructions.
The caller smells gas or hears hissing near a line or the meter on a job or in a client’s home.
The caller hears
Get everyone out and away from the building, and don’t touch any switches on the way. From outside, call 911 and your gas utility’s emergency line.
Penny does
Texts you and the PM the address and callback number, transfers the call to you or your on-call number, and logs it as a gas emergency. She never coaches anyone to shut a valve.
A carbon monoxide alarm is sounding on a job or in a client’s home.
The caller hears
Get everyone outside into fresh air and call 911 from there. Anyone with a headache, dizziness, or nausea needs to be seen by a doctor. Don’t go back in until the fire department says it is clear.
Penny does
Texts you and the PM the address and callback number, transfers the call to your on-call number, and logs it as a CO emergency separate from a gas leak.
Fire, smoke, an electrical burning smell, or sparking on site.
The caller hears
Get everyone out and away, and call 911 from a safe place.
Penny does
Transfers to you now with the address on the ticket and marks the call fire-department-first.
A wall, ceiling, deck, or floor sagging, bowing, or cracking, or any collapse.
The caller hears
Keep everyone out of that area and away from the building, and call 911 from a safe place. I’m alerting the owner’s emergency line.
Penny does
Transfers to you, your super, or your on-call number, texts you the address and callback number, and logs a structural emergency. She never says whether a structure is safe.
Anyone injured on site.
The caller hears
Call 911 now and follow their instructions. I’m alerting the owner.
Penny does
Transfers to you now, then logs the address, the trade on site, and what happened in the caller’s words.
A failed inspection, a stop-work order, a no-show sub blocking the crew, or a delivery holding up the site.
The caller hears
I’ll get this to the owner right now. What’s the job address, which trade is it, and what’s blocked?
Penny does
Flags the call urgent, texts you the trade, the address, and what is blocked, and does not let the message sit until morning.
Funeral home
The caller is not certain the person has died, or describes someone unresponsive who has not been seen by a nurse or a doctor.
The caller hears
Please hang up and call 911 now. They will send help and tell you what to do until it arrives. Call us back whenever you are ready.
Penny does
Stops the intake, logs the call as a 911 referral, and texts your on-call director the caller’s name and number so he knows to expect them.
A death at home with no hospice involved and no physician expected to sign: an unattended death.
The caller hears
Please call 911 first. The responding authorities, including the coroner or medical examiner where required, arrange the release before we can bring her into our care. Once they have, call us back, at any hour.
Penny does
Takes the caller’s name, the address, and a callback number, texts them to the on-call director, and marks the message as awaiting release.
A death under hospice care, at home or in a facility.
The caller hears
The hospice team coordinates the pronouncement, and our director arranges the removal from there. Where is your mother now, and is someone with you?
Penny does
Captures the required fields and warm-transfers to the on-call director. If he does not answer, she takes the complete message, marks it urgent, and texts him.
A death in a hospital or a nursing facility.
The caller hears
Our director coordinates the transfer with the facility. May I have the name of the facility and the floor or unit?
Penny does
Adds the facility and the unit to the message and reaches the on-call director, who tells the family what the facility will need from them before the transfer.
A caller says they may hurt themselves.
The caller hears
Please call or text 988 right now. Someone is there at any hour. I will let our director know you called.
Penny does
Sets the intake aside, texts your director the caller’s name and number marked urgent, and logs the call for the morning.
Financial services
A client reports a transaction they did not make, a login they do not recognize, or a caller pressuring them to move money quickly.
The caller hears
Please don’t move any money and don’t share a code or a password with anyone who calls you. I’m reaching your advisor now. For an unfamiliar login or transaction, call your custodian now using the number on your statement or its official site. Don’t wait for an advisor callback.
Penny does
Transfers to the advisor during office hours or wakes whoever is on call, texts you the caller’s name and number marked possible fraud, and never asks for an account number. Business compliance mode redacts account numbers a caller volunteers.
A caller asks to sell a position, wire or withdraw funds, or change a beneficiary.
The caller hears
I can’t take that instruction over the phone. I’ve marked an urgent message for your advisor. You will need to confirm any instruction directly with the advisor.
Penny does
Logs that a request was made, never the amount, the position, or the destination, flags the message urgent, and texts the advisor. Nothing is treated as an instruction.
An older client mentions a relative, a caller, or a new friend who needs money sent today, or sounds unsure why they are being asked to send it.
The caller hears
Please hold off on sending anything until you have spoken with your advisor. I’m sending the advisor an urgent alert with your callback number.
Penny does
Wakes the advisor or the on-call contact, texts you the name and number with an exploitation flag, and leaves the trusted-contact and hold procedure to the advisor, where your policy puts it.
Auto repair
A caller reports injury, a vehicle fire, or immediate danger.
The caller hears
Call 911 now and follow the emergency operator’s directions.
Penny does
Stops appointment intake and flags the call for the advisor after the safety instruction.
A driver reports grinding brakes, steering trouble, or another concern about driving safely.
The caller hears
I’ll connect you with the service advisor to discuss getting the vehicle here.
Penny does
Captures the location and reported symptom without declaring the vehicle safe to drive.
Veterinary
The owner reports difficulty breathing, collapse, unresponsiveness, major trauma or severe bleeding.
The caller hears
Your pet needs emergency veterinary attention now. Go to the emergency veterinary hospital in your clinic’s referral instructions; do not wait for a routine appointment.
Penny does
Supplies your maintained referral contact and location. Intake and a callback request do not delay the emergency direction.
The pet is vomiting repeatedly or cannot keep water down.
The caller hears
Please contact the emergency veterinary clinic now so their team can advise you about getting your pet seen.
Penny does
Applies your clinic’s referral rule and records the owner’s symptom wording. She does not book a delayed visit as a substitute for clinical assessment.
The owner reports a possible toxin or medication ingestion.
The caller hears
Contact a veterinarian or the animal poison-control service in your clinic’s emergency instructions now. Do not make your pet vomit or give medication unless that professional directs you.
Penny does
Provides the configured contact. Known product and exposure details are captured only if doing so does not delay veterinary help.
Locksmith
A child or animal is locked inside a vehicle.
The caller hears
Call 911 now and follow the emergency operator’s instructions.
Penny does
Gives the emergency instruction before quote or booking questions, then alerts your on-call locksmith with available location details.
The caller reports an injury, threat, or another immediate danger during a lockout.
The caller hears
Call 911 now. Follow the operator’s directions about where to wait.
Penny does
Stops routine intake and records only what can be captured without delaying the emergency call.
A caller requests entry during a disputed ownership or tenancy situation.
The caller hears
The locksmith needs to review the authority to enter before accepting this job.
Penny does
Routes the request to the owner for authorization review instead of treating an address as permission.
Restoration
Water is near outlets, appliances, electrical fixtures or the panel.
The caller hears
Stay out of that water and don’t touch electrical equipment or switches.
Penny does
Flags an electrical hazard for the crew lead. She does not send the caller to a breaker or describe the scene as safe.
There is an active fire, smoke, sparks or a burning electrical smell.
The caller hears
Get everyone out and call 911 from outside.
Penny does
Puts emergency services first. The restoration request notes that entry awaits clearance from the responsible authorities.
The caller reports sewage backup or outside floodwater.
The caller hears
Avoid contact with the water and keep others away from the affected area.
Penny does
Transfers to your crew lead with the reported source. The technician determines contamination category and work scope.
A fire loss has been extinguished but the scene is restricted.
The caller hears
Stay out until the fire department or responsible local authority says you can return.
Penny does
Captures available address and contact details without asking the caller to go inside for photographs or policy documents.
Towing
Someone is injured or the vehicle is stranded in a live lane.
The caller hears
Call 911 now. If you can safely exit away from traffic, stay clear of the road and behind a barrier where one is safely accessible. Do not cross traffic to reach it. If you cannot exit safely, remain belted and follow the 911 dispatcher’s instructions.
Penny does
Puts emergency services before tow intake. She sends the known location and callback to your dispatcher after the safety instruction.
The caller reports smoke or fire from the vehicle.
The caller hears
Move away from the vehicle and call 911. Keep clear of traffic.
Penny does
Notes the reported fire hazard for dispatch. She does not ask the caller to inspect under the hood.
A child or animal is locked inside a vehicle.
The caller hears
Call 911 now and follow the dispatcher’s instructions.
Penny does
Flags the emergency for your dispatcher after the caller receives the 911 instruction. An ordinary lockout wait is not offered.
Handyman
A caller reports gas odor during a repair request.
The caller hears
Leave the building without using switches or your phone inside. Call 911 and the gas utility from outside.
Penny does
Stops booking and alerts the owner after the safety instruction.
Smoke, flames, or sparks come from a wall or electrical panel.
The caller hears
Get everyone outside and call 911. Don’t go to the panel.
Penny does
Flags the address as an emergency report rather than a routine repair.
Water is near an outlet, fixture, or electrical equipment.
The caller hears
Stay out of the water and don’t touch the electrical equipment.
Penny does
Sends the hazard to the owner for qualified response after the safety step.
Appliance Repair
The caller smells gas near a range, dryer, or another appliance.
The caller hears
Get everyone outside. Don’t use switches or your phone inside. Call 911 and the gas utility from outside.
Penny does
Stops intake for the safety step, then alerts the owner with the reported address and callback.
The caller reports smoke or flames from an appliance.
The caller hears
Leave the building and call 911 from outside. Stay outside.
Penny does
Flags the fire report for the owner after the emergency instruction.
Leaking water is near a plug, outlet, or appliance wiring.
The caller hears
Stay out of the water and don’t touch the appliance, plug, or electrical controls.
Penny does
Escalates the electrical hazard under your emergency rule without asking the caller to unplug the machine.
Garage Door
A bang is followed by a stuck, crooked, or partly open door; a spring or cable appears damaged.
The caller hears
Keep everyone away from the door. Don’t lift it, run the opener, or pull the release cord.
Penny does
Records the observed position and reaches your on-call technician without diagnosing the failed component.
Someone is injured or trapped by the door.
The caller hears
Call 911 now and follow the emergency operator’s instructions. Keep other people clear.
Penny does
Ends routine intake for the emergency call and alerts your on-call contact after the safety instruction.
A door will not close and the caller reports no injury or visible damage.
The caller hears
Keep people clear of the opening. I’ll pass the current door position to the technician.
Penny does
Applies your unsecured-property rule; the technician confirms what happens next and any arrival time.
Landscaping
A downed wire or a tree touching a power line is reported.
The caller hears
Stay away from the wire and anything touching it. Call 911, then the utility.
Penny does
Alerts your owner or crew lead after the safety instruction. She does not arrange ordinary landscaping work on an electrical hazard.
Pest Control
After a sting, the caller reports trouble breathing, chest tightness, or swelling or hives away from the sting site.
The caller hears
Call 911 now. Follow the emergency operator’s instructions.
Penny does
Stops service intake for the medical emergency and alerts your office after the safety instruction.
A pesticide exposure is reported.
The caller hears
If the person has collapsed, is having a seizure, has trouble breathing, or can’t be awakened, call 911 now. Otherwise call Poison Control at 1-800-222-1222 now.
Penny does
Keeps the service booking from delaying medical guidance and records the product name only when that will not delay help.
An active nest is near an entrance or in a wall, with no medical emergency reported.
The caller hears
Stay away from the nest and keep children and pets clear. Don’t disturb or seal the opening.
Penny does
Records the location and applies your priority-service rule so the technician can assess it.
Salon
A caller reports trouble breathing, throat swelling, trouble swallowing or fainting after a service.
The caller hears
Call 911 now.
Penny does
Notifies your owner after the emergency instruction. She does not wait for the stylist to approve medical escalation.
Med Spa
Sudden vision loss or a change in vision at any time after an injection.
The caller hears
Hang up and call 911 now. Tell them when and where you were injected.
Penny does
Texts you and pages the injector on call the moment the call ends, with the caller’s number and the time of the injection on the note.
Trouble breathing, or swelling of the lips, tongue, or throat after any treatment.
The caller hears
Hang up and call 911.
Penny does
Texts you and pages the provider on call once the caller is off the line. The ticket is marked 911-first.
Skin turning white, dusky, or blotchy, or pain that is getting worse, after a filler appointment.
The caller hears
Please seek immediate medical attention now. I’m also alerting your injector with what you have told me.
Penny does
Gives the immediate-care direction without waiting for an office reply, and alerts the injector on call with the reported symptoms, treatment time, and callback number. Office contact does not delay medical attention.
Blistering, a burn, or an open area after a laser, IPL, or peel treatment.
The caller hears
I’m sending your message to the treating provider or provider on call now, marked urgent, with your number.
Penny does
Sends an urgent callback request to the treating provider or on-call provider with the treatment, the date, and the caller’s description in their own words, and asks for a photo by text if you have that on.
Bruising, mild swelling, or a question about aftercare.
The caller hears
That is a question for your provider. I’ll get it to her with your number.
Penny does
Routes the description under your provider-approved contact rules. She does not decide that a symptom is normal or that the caller can wait, and she gives no aftercare advice.
Chiropractic
The caller reports new loss of bladder or bowel control, numbness in the groin or inner thighs, or leg weakness that is spreading.
The caller hears
Those symptoms need an emergency room right away, not an appointment here. Please hang up and call 911, or have someone drive you to the nearest ER now.
Penny does
Stops the booking, texts you a flagged summary with the callback number, and logs the call as a red flag. She names no condition and offers no slot.
A sudden severe headache unlike any before, dizziness, double vision, slurred speech, facial droop, trouble swallowing, or weakness on one side, with or without a recent neck injury or adjustment.
The caller hears
Hang up and call 911 now. Do not drive yourself.
Penny does
Ends the call once the caller confirms, texts you the flagged summary, and books nothing.
Mid-back or chest pain with pressure, shortness of breath, sweating, or pain spreading into the jaw or left arm.
The caller hears
Chest pain with those symptoms is a 911 call. Please hang up and call now, and do not drive yourself.
Penny does
Ends the call after the caller confirms, texts you the flagged summary, and leaves the schedule untouched.
An accident in the last few hours where the caller blacked out, has been vomiting, or hit their head.
The caller hears
A blackout, vomiting, or a blow to the head needs an emergency room now, not an exam here. If you are alone, confused, or still vomiting, call 911. Once you have been seen, call back and the desk will get you in.
Penny does
Takes the name and callback number, flags the call for the doctor, and leaves the exam unbooked until the caller has been cleared.
Back or neck pain with a fever, unexplained weight loss, pain that wakes the caller at night and does not change with position, or a history of cancer.
The caller hears
I am going to flag those symptoms for the doctor and try the practice’s clinical contact now. The doctor will decide the next step before we book an exam.
Penny does
Alerts the doctor or clinician on call immediately with a flagged summary. Booking waits for the clinician’s direction; Penny does not decide whether the caller can wait for an exam.
Physical Therapy
The caller describes chest pain, pressure, or shortness of breath, whether or not they connect it to their therapy.
The caller hears
Please hang up and call 911 now. This is not something to wait on a therapy visit for.
Penny does
Stops booking, flags the call to you with the callback number, and writes the caller’s words on the message. She does not assess the symptom.
Sudden weakness or numbness on one side, a drooping face, slurred speech, or a hot, swollen, painful calf after surgery.
The caller hears
Please call 911 or go to the emergency department now, and tell them what you just told me.
Penny does
Flags the call to you as a red flag with the symptom in the caller’s words, and leaves the evaluation unbooked until a therapist reviews it.
New loss of bladder or bowel control, or numbness in the saddle area, with back pain.
The caller hears
That needs the emergency department today, not a therapy appointment. Please go now.
Penny does
Flags the call to you and to the therapist who owns the patient’s plan, if there is one, and books nothing.
Optometry
Sudden loss of vision in one or both eyes, a curtain or shadow moving across part of the field of view, or a burst of flashes with a shower of new floaters.
The caller hears
Call 911 or get to the nearest emergency room right now; don’t wait for an appointment and don’t drive yourself. If it came on with weakness, numbness, a drooping face, or trouble speaking, it’s 911, not a drive.
Penny does
Stops the booking, pages your on-call doctor and texts your office the caller’s name, number, and what they described in their own words, and logs the call as an emergency referred out. She never says what it might be.
A chemical splash in the eye: cleaner, drain opener, pool chemicals, or anything from a bottle with a warning label.
The caller hears
Start flushing the eye with clean, lukewarm water right now and keep it running for at least fifteen minutes with the lid held open. Take a contact lens out once the water is running. Then go to the emergency room and bring the bottle, or a photo of the label.
Penny does
Keeps the safety step short so the caller can get to the tap, pages the on-call doctor with the substance and the callback number, and marks the call as ER-referred. She offers no slot.
Something embedded in the eye, a cut to the eyeball, or blunt trauma with a change in vision or blood visible in the eye.
The caller hears
Don’t rub it, don’t try to pull anything out, and don’t press on the eye. Cover it loosely with something rigid, a paper cup works, and have someone drive you to the emergency room now. If you cannot get there safely, call 911.
Penny does
Pages the on-call doctor, texts your office, and logs the call as trauma referred to the ER. The follow-up visit gets booked when the patient calls back after the ER.
Sudden severe pain in one eye with nausea or vomiting, halos around lights, a red eye, and blurred vision, often in the evening.
The caller hears
That set of symptoms needs an eye doctor tonight, not tomorrow. Go to the nearest emergency room now. I’m paging the on-call doctor as well, and this is the number they’ll have.
Penny does
Pages the on-call doctor with the symptoms in the caller’s words, texts your office, and notes the symptom set on the ticket without naming a condition to the caller.
A contact lens wearer with a red, painful eye that hurts in bright light, or a scratchy eye after something blew into it.
The caller hears
Don’t rub the eye. If you wear contacts, remove them and keep them out. Contact your eye doctor immediately; I’m alerting the practice now. If a shadow or a curtain spreads across your vision before then, go to the emergency room instead.
Penny does
Books the first same-day slot on the doctor’s column, or wakes the on-call doctor after hours, with the eye, the onset, and the lens brand on the appointment.
A red eye with discharge, a lost or torn contact lens, a broken frame, or glasses that no longer feel right.
The caller hears
Let’s get you in. Which eye, when did it start, and is your vision the same as usual?
Penny does
Books a same-day or next-day slot under your rules, notes the eye and the onset, and does not page anyone. A broken frame goes to the optical’s next opening.
Home Care
Someone has fallen and cannot get up, has hit their head, has bleeding that will not stop, or the caller says the person will not respond.
The caller hears
Hang up and call 911 now. Stay with them if it is safe and do not try to lift them. Call us back once help is there.
Penny does
Texts your on-call coordinator the client’s name, the address, and the caller’s number, and logs the call as a 911 referral. She does not book anything until the family calls back.
Chest pain, trouble breathing, a drooping face, slurred speech, sudden vision loss, or sudden weakness on one side.
The caller hears
That needs 911 right now, not us. Please hang up and call them.
Penny does
Texts the on-call coordinator with the client’s name and the time of the call, and holds any scheduling question for the callback.
A client with dementia has wandered and cannot be found.
The caller hears
Call 911 first. Then call us back and we will reach the coordinator.
Penny does
Texts the on-call coordinator with the location, callback number and last time the person was seen, as reported by the caller. The coordinator contacts the assigned caregiver.
A caregiver has not arrived for a client who cannot be alone.
The caller hears
Is the person safe, and is anyone with them? If they are hurt or in danger, call 911 first. I am reaching the coordinator on call now.
Penny does
Transfers to the on-call coordinator during the call, or texts every number on your on-call list if no one answers, and logs the shift as uncovered with the time the family called.
The caller describes abuse, neglect, or an unsafe caregiver.
The caller hears
If anyone is in danger right now, call 911 first. Otherwise I am recording your report and alerting the agency’s designated contact now.
Penny does
Routes the note to the person you name for reporting, marks it urgent, and does not discuss it with anyone else who calls.
A new inquiry where the caller says a clinician has already assessed a recent fall and recommended arranging support at home, with no new symptoms or immediate safety concern reported.
The caller hears
If she falls again and cannot get up, call 911 before you call us.
Penny does
Records the caller’s account of the clinical assessment for the coordinator and books the approved in-home assessment. New symptoms or uncertainty about waiting follow the agency’s clinical-contact rules first.
Medical
The caller describes chest pain or pressure, trouble breathing, sudden loss of vision, or a stroke sign: a drooping face, weakness on one side, slurred speech.
The caller hears
Please hang up and call 911 right now. Do not drive yourself.
Penny does
Ends the scheduling flow, logs the call as an emergency redirect with the callback number, and texts the practice line so a nurse can follow up. She does not offer a slot.
Someone is unresponsive, having a seizure, or bleeding that will not stop.
The caller hears
Hang up and call 911 now. Stay with them until help arrives.
Penny does
Logs the redirect and the number, texts the practice, and does not attempt to gather anything further from the caller.
The caller says they are thinking about harming themselves, or is calling about someone who is.
The caller hears
If you are in immediate physical danger, call 911 now. Otherwise stay with me while I try your on-call provider. You can also call or text 988 for crisis support at any hour.
Penny does
Tries a warm transfer to the configured crisis provider. If none is available, she offers to connect the caller to 988 and gives the call-or-text option if a connection fails. She records the redirect and alerts the practice; she does not end with an unanswered transfer.
A suspected poisoning or overdose, or a reaction to a medication with swelling of the face or throat.
The caller hears
If the person is hard to wake, having a seizure, collapsed, or has any trouble breathing or swelling of the face or throat, call 911 now. Otherwise Poison Control is 1-800-222-1222, and they will tell you what to do next.
Penny does
Logs the redirect and texts the practice line. A medication reaction without those signs goes to the nurse line as a transfer.
After hours, a patient describes a new or worsening symptom and asks whether it can wait until morning.
The caller hears
That is a question for the provider on call. I am going to connect you now.
Penny does
Warm-transfers to the on-call provider or your nurse triage line under your schedule. If no one answers, she takes the callback number and pages again under your fallback chain.
A parent calls about an infant with a fever, or a patient calls about a wound, a fall, or pain that started today.
The caller hears
I am going to get you to the nurse line for that rather than the schedule.
Penny does
Transfers to the nurse line during business hours and to on-call after hours, with the reason in the caller’s words on the ticket.
A refill request, a results question, a billing question, or a form to be signed.
The caller hears
I will take that as a message for the desk, and someone will call you back.
Penny does
Records the message with the pharmacy or the form named, marks it routine, and leaves it in the desk queue for business hours. She never reads a result.
03
Choose the response your team can carry out
Combine a safety instruction with the next business action where appropriate. Contacting your team must never delay a caller’s emergency-services call. In Settings → Call handling, check the transfer destination before testing the urgent-call rule.
Safety step
give the approved instruction before collecting routine job details.
Transfer now
connect the caller to your designated number.
Wake on-call
use the person assigned to the current shift on Pro.
First emergency slot
offer your reserved opening when the rule calls for a service appointment.
Text you
send an urgent alert to the configured recipient on Pro.
04
The safety instruction comes ahead of ordinary intake
The trade examples above show the caller’s words beside the action. A safety step does not depend on finishing a booking form or reaching your technician.
Test a routine request and an urgent request using the same service address. The call log should show different actions under the rules you wrote.
05
Find the rule behind the call in your log
The call record shows the reported problem and the rule that fired. If routine requests keep waking someone, narrow the service trigger. If an urgent test follows the routine path, compare the caller’s words with the trigger. Keep the safety instruction intact and test the change.
Example call log · 11:18 PM
Example caller
Caller reports an active kitchen supply leak; callback and service address captured.
- Rule
- Active water leak
- Outcome
- Safety instruction given; on-call transfer attempted.
Decide which service calls deserve an interruption tonight
Send setup or plan questions to support@pennyassistant.com.
No. Choose the business action for that situation: a live transfer, an on-call contact, an emergency appointment, or an alert. Give any immediate safety instruction first, even when the service visit can wait.
Give Penny a call before you forward yours.
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