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After hours Make Safe process September 2025 ​

AFTER HOURS MAKE SAFE PROCESS

Last updated 03/09/2025

On call – Responsibility

  1. An employee who is on-call must be directly contactable by telephone and always remain in an area of mobile phone and internet connectivity.
  2. Remain capable to carry out the duties required.
  3. Respond to contact make safe message within 5 minutes of receiving the communication.
  4. Inform the roster organiser of any changes to their booked annual leave or any other circumstances preventing them from carrying out on-call duties.

**The following instructions has been written with the intention for the on-call personnel to arrange after hour make safes via their mobile iPhone. Therefore, you will need to set up your phone in preparation for this task. ***

Set up your iPhone

This step is part of the initial set up and will only need to be done once.

  1. Set up Preamble text on your via Setting > General > Keyboard > Text Replacement. On the right-hand corner hit the + sign. "Phrase" Insert your preamble text below:

Hi - This is [your name] from Ethos Building & Restoration, further to our discussion we have organised trades to carry out make safe to your property. Please reply to this text once trades have completed the make safe and that you are happy with the initial/temporary makesafe. Thank you. Kind Regards Ethos Building & Restoration Pty Ltd. 1300 238 467

“Shortcut" insert your shortcut key you would like to use to bring up the preamble text. Example “MS1”

  1. Set up a second Preamble text on your via Setting > General > Keyboard > Text Replacement. On the right-hand corner hit the + sign. "Phrase" Insert your preamble text below:

Hi **

As discussed, please see below make safe job details:-

Address:

Site contact:

Damage: (brief description of damage)

***PLEASE PROVIDE BEFORE AND AFTER PHOTOS***

***IF COST IS EXPECTED TO EXCEED $500 PLEASE CALL ME TO DISCUSS FURTHER.***

Click on the below link to complete your make safe form: https://docs.google.com/forms/d/e/1FAIpQLSed7I7lE9GhrUQZRNbETY6pqXhcmK0BaPVRVE3BpEiDZIqwbA/viewform

Use J000000 as the job number when completing the form. A work order will be issued to you next business day.

Should you have any issues please give me a call

“Shortcut" insert your shortcut key you would like to use to bring up the preamble text. Example “MS2”

Receive Make Safe Request and additional prompts:

  1. All make safe request between 5pm – 8:29am on weekdays and all hours during the weekends are received via our after-hours service, answered by an AI receptionist who collects relevant details. The details are then circulated to person on call. (All managers will receive escalation messages if the make safe call is not assigned withing 5 minutes of receiving it.)
  2. The rostered member must review the information and click on the link at the bottom of the text message to accept the make safe. By accepting the make safe, they agree they will contact the insured and engage the appropriate trades to perform the make safe.
  3. The rostered member must accept the make safe by clicking the “ASSIGN TO YOU” button on the webpage directed by the SMS link. By accepting the make safe, they agree they will contact the insured and engage the appropriate trades to perform the make safe. This acceptance must be made within 15mins of the call coming in.

*If the job has been registered in prime, there will be “Open in Prime” button where you can access more claim details if required.

* You might receive 2 text messages for the same address. This will happen if the job is registered in prime after hours and the client calls requesting the make safe. You still need to assign yourself on both requests to stop the escalation messages.

Triage Site Contact:

  1. Call the number listed under site contact details to assess the risk. The following script is to be used as a guide only, your question to the customer will vary depending on the situation. The objective of the triage call is to gather information to establish the urgency of the situation and to determine the best course of action/ appropriate trade to engage.

Call script

My name is [your name], I am calling from Ethos Building & Restoration. We have received a make safe request, to property at [Property address where make safe is required]. In order to establish the situation, can you please advise:

  • The incident type?* (water damage, storm damage , burst pipe, fire damage , unsafe wall, fallen tree)*
  • The date and time it occurred?
  • Is anyone injured* (identify if they are a vulnerable person)?*
  • Are there any hazard on site, does the property require urgent attendance to make it temporary safe?
  • Has anyone/trades/emergency services attended site?
  • best contact name/number & available time?
  • Property detail?* Single or double story, Type of roof, Access*
  • Can you send me photo of the damages?

Thank you. I will arrange [Trade] who will be in contact to organise their attendance.

Organise Trade

  1. Refer to the Make Safe Service trades list to search for available trades as per the customers availability and the urgency of the job.

**IN CASES OTHER THAN WHERE A HOMEOWNER CANNOT PROVIDE ACCESS, TRADES SHOULD ATTEND WITHIN 2HRS – ATTENDING “NEXT DAY” SHOULD NOT BE ACCEPTED WITHOUT GOOD REASON**

  1. Appoint appropriate trade by type and availability. Various make safe trade contacts should be set up on your phone for ease of calling. The make safe trade contacts can also be found under the contacts section in prime.
  2. Discuss damage details of job with trade, provide verbal instructions, advise trade to complete a make safe report and a work order will be sent in response via office staff the next business day.
  3. Text written instructions to trade. You can utilise shortcut preamble text “MS2”. Screenshot message sent.

Update Customer

  1. Text customer with preamble text by typing your chosen Shortcut key (MS1) to update the insured. (This will be utilised as the make safe sign off). Screenshot message sent.
  2. If a reply is received, forward the return message to makesafe@ethosbuilding.com.au

Complete “After hours make safe report” google form

  1. Open google forms from your phone screen
  2. Find and complete the “After hours make safe report” with the following information:
    1. Site Address – Risk address.
    2. Employee name – Select your name from the pre-defined options.
    3. Details – Need to specify the name of the trades allocated and summary of instructions given.
    4. Upload communications – Attach and upload all saved screenshots from previous steps and any other relevant communication and/or photos obtained.

************CAMS TO PICKUP FROM THIS POINT************

Next business day

  1. Review the After hours makesafe google from the from the enquiries inbox together with the Make safe transcript of original make safe call next business day.
  2. Register job on Prime (if not registered already), create make safe allocation or use the system generated one if there is one open.
  3. Contact insured to arrange for estimator/specialist report appointment as required.

************MAKE SAFE TEAM TO PICKUP FROM THIS POINT************

  1. Contact on call personnel to:
  • Discuss details of the job and information provided by customer.
  • Agreed rates with trades.
  • Discuss if the insured has replied to text confirming that the make safe is completed or if further actions are required.
  • Request that all documents be forward to the job. Example, screenshot of customer’s text, photos from customer, photos from trades on site etc.

  1. Contact client to if further make safe works are required.

  2. Follow up attending trade for report and before and after photos.

  3. Change the allocation type to “After hours Allocation” on Prime for and send WO to appointed trades.

  4. Raise an allocation on Prime under the subcontractor __Staff Name – Make Safe Managemenrt Fee, __with New items as Make safe – Admin Fee (After Hours) @s $75.00 excluding gst.

  5. Raise and send external purchase made to the staff member that organised the makesafe to accounts@ethosbuilding.com.au so the afterhours administration fee can be paid. Change the allocation state to Ready for invoicing all trade costs have been received and make safe report is ready for submission.

  6. Submit make safe report and invoice to client.