Your managers get the credit. Otto does the legwork.

1. By text, Otto files it as urgent in the same message, before he asks anything else.
2. The building's caretaker gets a text with the reference number and the unit, never the resident's name. If no caretaker is on file, the office is told at once.
3. The resident gets a safe first step from the building's own instructions, such as where the shut-off is.
4. On the phone, he asks whether it's still running, whether it's more than a drip, whether it's going into another unit, and whether they can reach the shut-off. Then he alerts whoever is on call.
5. After the call there's a record, an urgent alert to the office, and an emergency text to the person on call.

Never He won't talk anyone through a fire, a gas smell or someone hurt. He says call 911 first. He won't promise a time.

By a person Calling in the plumber or restoration company is the company's decision. Otto offers to place the call to the trade on file when the office or the crew say so.

1. Someone trapped: "If anyone inside is unwell, hang up and call 911," then "press the alarm button in the car." No questions first.
2. A car out of service: he asks whether anyone is inside, alerts whoever is on call, and opens an urgent record. By text, it's filed as urgent straight away.
3. On a yes from the office or the crew, Otto phones the elevator company's dispatch from the company's line, gets past the phone menu and writes down their reference number.
4. One call at a time on the same record, and he rings dispatch back six hours later for an update.

Never He won't try to troubleshoot an entrapment, and he won't tell residents who is coming or when.

By a person An elevator record is closed only once the elevator company has said what was wrong and what they fixed. That check is done by a person.

1. On the phone: getting into a suite is arranged with the occupant directly. He takes the details and alerts whoever is on call.
2. By text, asked whether the company holds a key for a unit, he gives a plain yes or no, and says how an owner can leave one with the company.
3. If the office has a resident's own key, he hands it to the office as urgent in the same message.
4. Door, suite, lockbox and alarm codes are stored encrypted. Only the people the company has named can read them, and only in their own conversation.

Never He won't let anyone in because they phoned, and he won't give a code or a key in a message to a resident, council, the manager or the public. He opens no front doors: no building has door rules set.

By a person Letting someone into a suite is done by a person, with the occupant's say-so.

1. A resident asks for one on the building page. The unit's owner approves it first.
2. The office is texted, and the request goes to a crew member.
3. The crew member texts the fob's number or a photo of it. Otto reads it digit by digit and sends it to the office.
4. The office programs the fob and tells Otto. The crew member is told to deliver it.
5. "Delivered" closes the request, tells the resident, and puts the fob on the month's statement to the manager, payable to the strata.

Never He won't close it before the fob is in the resident's hand, and he never collects the fee.

By a person Programming the fob is done by a person. Otto tracks every step around it.

1. Residents book on the building page. A caller on the building's list can book by phone: Otto checks the free times, reads them back and books only after a yes.
2. The same rules apply either way: the building's notice period, its hours, no double bookings and any approvals it needs.
3. The person who booked and the crew member for the building both get a confirmation and reminders.
4. Where the building's rules say so, the manager's office is emailed the move details. The Form K and move fees stay with the manager.

Never He won't cancel a resident's booking himself; he hands it to the office and says so. He quotes fees only as the building's own schedule states them, payable to the strata. The building-page chat can't book.

1. On the new building page, a trade's access request goes to the strata manager for approval wherever the building's rules say the manager approves.
2. The manager gets one email with one link: the trade, the work, what residents will notice, and the window. It says "Nothing is booked until you approve it."
3. Approve books the visit and tells the person who asked. Deny needs a reason, and they're told why.
4. Once booked, the visit goes on the calendar with the name of whoever lets them in, reminders to everyone involved, and a check afterwards.

Never He won't let a trade in at the front door on his own.

By a person The new building page is switched on one building at a time.

1. Filed straight away, one machine to a request, with the machine, its number and the fault.
2. The caretaker is texted, and the building's laundry technician is emailed the fault only.
3. The technician's reply lands on the request and the office is texted. A visit they name becomes a reminder, then a follow-up.
4. When it's fixed, the technician is thanked and the resident is told.
5. Coin refunds are recorded by unit, machine, amount and day for the manager's monthly report. No money moves through the platform.

Never He never puts the resident's name in the technician's email.

1. Otto takes it down and files it.
2. He tells the resident plainly that reports are passed on, and council decides.
3. The office decides whether it goes to the manager, and Otto drafts that email for a yes.

Never He never fines, warns, rules on a bylaw or holds a hearing, and never tells one resident anything about another.

By a person Passing a complaint to the manager is a person's call, each time. Nothing sends it automatically.

1. Anyone not on the building's list gets the building's public facts and nothing about people.
2. He never confirms that anyone lives anywhere. A phone number isn't an identity, and typing "I'm the owner of 704" unlocks nothing.
3. Nobody is told who is on site, who was there, or when anyone works. The calendar residents and the public see has no names on it.

Never He won't give a name, a number or a car, and he won't say who's away.

1. Who's on call comes from each person's on-call hours, plus BC holidays. Any gap goes to the company's owner.
2. Fire, gas or someone hurt: call 911. On the phone, an urgent property problem goes to whoever is on call. He never reads out their number.
3. After an urgent call, the office is alerted and the person on call is texted.
4. Texts to residents go out between 9 in the morning and 9 at night. Whoever is on call takes them at any hour.

Never He won't put a crew member's cell on a resident page, or tell residents who is on call.

By a person An urgent report that comes in by text alerts the office straight away, and a person wakes whoever is on call.

1. Before filing, he checks whether the same person already has the same thing open. If so, it joins that record.
2. Every new request gets a person's name the day it comes in.
3. Still open after three days? The office is asked whether it's done, and the person who reported it is asked once whether anyone got back to them.
4. Anything waiting on someone else stays quiet until the next business morning. No nagging.
5. Closing needs what was done, plus a photo or the reason there isn't one. The resident hears it's done, with the reference number, and it goes into the monthly report the company approves.

Never He never says something was done, sent or closed unless it actually was. Code checks his words against the records.

1. Nobody is turned away for not being on file. A problem they report becomes a record at once.
2. After the call, Otto texts them once, asking only for what's missing: building, unit and name.
3. Their answer puts them on the list as unconfirmed. If it clashes with what's on file, it goes to the office to approve.

Never He never tells them what else is on file, and nobody already on the list is replaced.