The decision to make first
Agree a storm mode: which questions Ava asks, how requests are ordered and when the office switches back to normal routing.
Capture what helps triage
Whether water is coming in now, which part of the roof, whether there is visible damage from the ground, and the best callback number. Ava should not ask anyone to go onto a roof.
Suggested wording to approve
Example wording: “We’re receiving a lot of calls after the storm. I’ve added your request to the list and the team will call you back as soon as they can.”
Test the difficult case
Run a burst of fictional calls and check that each one produces a separate, complete request with no duplicates.
Worked example
Fictional example: after an overnight storm, the office opens to a list of requests ordered by “water coming in now” first, each with a callback number and a short description, instead of a full voicemail box.
Review it in operation
After each storm, review how long it took to call everyone back and which questions were useful.
Check before you launch
- Agree a storm mode.
- Capture triage details without unsafe requests.
- Test a burst of calls.
- Review after each storm.