# The Quiet Protocol

## Restoration Emergency Authorization Script

This script is for first-notice-of-loss calls where speed, clarity, and next-step ownership matter. Use it to explain urgent mitigation without sounding vague or aggressive.

## Opening

Thank you for calling {{company}}. I’m going to help get the situation organized quickly. First, tell me what happened and whether the damage is still active right now.

## Urgency framing

If water or active damage is still present, the priority is reducing further loss and getting the right team moving safely. I’m going to ask a few quick questions so we can guide the next step properly.

## Core questions

1. Is the source of the damage stopped or still active?
2. What rooms or areas are affected?
3. Is this residential or commercial?
4. Has insurance been contacted yet?
5. Is anyone on-site right now who can receive instructions or meet the team?

## Authorization language

Based on what you’ve described, the immediate goal is mitigation and loss control. Our team can explain the first response scope and what happens next when they arrive. I’ll note your authorization status clearly so the crew knows exactly where things stand.

## If the caller hesitates

I understand. The reason we move quickly in this situation is to reduce additional damage and confusion. I’ll make sure the team notes exactly what has and has not been authorized before arrival.

## Handoff note template

- source active or stopped
- affected areas
- insurance contacted yes/no
- on-site contact
- authorization status
- urgency level

## Suggested rollout

1. Add the five core questions to your intake form.
2. Train the first-call team to read the urgency framing verbatim.
3. Audit whether crews are receiving complete authorization notes before dispatch.