EMERGENCY CALL-OUT PROCEDURES

Electrical • Plumbing • Outdoor Hazards

(Guardian Operational SOP)

1. PURPOSE

These procedures establish the required response steps for Guardians attending emergency call-outs involving:

• Electrical issues

• Plumbing emergencies

• Outdoor hazards or safety risks

• The objective is to ensure rapid, safe, consistent response while maintaining clear legal and safety boundaries.

 

2. CORE PRINCIPLES (APPLIES TO ALL EMERGENCIES)

Guardians must always:

• Prioritise personal and public safety.

• Act as first responders for observation and coordination — not trade professionals unless appropriately licensed.

• Prevent escalation where safe to do so.

• Document all actions via ServiceM8.

• Communicate clearly with clients and dispatch.

• Guardians must never perform licensed trade work unless legally qualified.

3. GENERAL EMERGENCY RESPONSE WORKFLOW

1️⃣ Emergency job received via ServiceM8
2️⃣ Accept job immediately
3️⃣ Review property notes and known risks
4️⃣ Travel safely (road laws apply at all times)
5️⃣ Start job on arrival (ServiceM8 timestamp)
6️⃣ Assess scene from a safe distance
7️⃣ Identify immediate hazards
8️⃣ Notify client and supervisor
9️⃣ Coordinate approved trades or emergency services
🔟 Record all actions and photos in ServiceM8

⚡ 4. ELECTRICAL EMERGENCY PROCEDURE

Examples

• Power outage affecting property

• Exposed wiring

• Burning smell or sparking

• Tripping safety switches

• External power hazard

On Arrival

Guardians MUST:

☐ Assess from a safe location
☐ Look for signs of fire or immediate danger
☐ Avoid contact with wiring or electrical sources
☐ Keep residents or bystanders away from hazards

Guardian Actions (Within Scope)

✔ Turn off main power ONLY if safely accessible and trained
✔ Contact emergency electrician from approved list
✔ Notify client immediately
✔ Call 000 if fire risk exists

Prohibited Actions

✘ Repair or alter electrical systems
✘ Touch exposed wiring
✘ Enter water-affected areas near electricity
✘ Attempt diagnosis beyond visual observation

Documentation Required

• Time arrived

• Visible issue observed

• Safety actions taken

• Who was contacted

• Photos (if safe)

🚰 5. PLUMBING EMERGENCY PROCEDURE

Examples

• Burst pipe

• Major water leak

• Overflowing fixtures

• Flooding risk

• No water supply

On Arrival

Guardians must:

☐ Identify source of leak if visible
☐ Assess risk of flooding or property damage
☐ Check for electrical hazards near water

Guardian Actions (Within Scope)

✔ Shut off main water valve if safely accessible
✔ Contain water spread where practical (mops, barriers)
✔ Contact approved emergency plumber
✔ Notify client and supervisor

Prohibited Actions

✘ Plumbing repairs beyond isolation of water
✘ Disassembly of fixtures
✘ Entry into unsafe flooded areas

Documentation Required

• Location of leak

• Water isolation time

• Estimated damage visible

• Trades contacted

• Photos uploaded

🌳 6. OUTDOOR EMERGENCY / HAZARD PROCEDURE

Examples

• Fallen branches or trees

• Storm damage

• Unsafe fencing or gates

• Gas smell outdoors

• Trip or access hazards

• Vehicle collision damage

On Arrival

Guardians must:

☐ Assess hazard perimeter
☐ Ensure area is safe for public and occupants
☐ Use vehicle or cones to warn where appropriate

Guardian Actions (Within Scope)

✔ Isolate or block unsafe area if possible
✔ Notify client and supervisor
✔ Contact relevant emergency trade/service
✔ Call emergency services if immediate risk to public

Prohibited Actions

✘ Use power tools or machinery unless authorised
✘ Climb structures or trees
✘ Attempt dangerous removals

Documentation Required

• Hazard type and location

• Safety measures applied

• Authorities or trades contacted

• Photos

7. ESCALATION RULES

Immediate escalation required if:

• Fire risk exists

• Flooding threatens property structure

• Live electrical hazard present

• Public safety is compromised

• Emergency services attend

8. CLIENT COMMUNICATION STANDARD

Guardians must communicate calmly and clearly:

• Explain what has been observed

• Explain what action is being taken

• Provide expected next steps

• Avoid technical or legal assumptions

9. REPORTING & RECORDS

All emergency call-outs require:

☐ Full ServiceM8 notes
☐ Photos where safe
☐ Time-stamped actions
☐ Follow-up requirement marked clearly

10. GOLDEN RULE

·Guardians stabilise, coordinate, and protect — they do not repair.