Service Calls After Hours (On-Call Time, Call Time, and Call-In Time)

Purpose

Residents may call in a service request after normal business hours. Based on the nature of the call, certain maintenance situations will be considered an emergency and require immediate attention. The consistent handling of these emergencies ensures excellent service. To service these 'after-hours' emergencies, technicians will take turns being available 'on-call' during off hours.

Standard

The on-call technician will be notified if any emergency service requests are received.

On-Call Time (Non-Compensable): During 'on-call' status, technicians are not working unless and until such time as they are 'called' and answer the call. During 'on-call' status, technicians must remain within reach and able to respond.

Call Time (Compensable): On-call status ends when the technician begins an actual service call. Compensation begins when the technician receives a call and reports to the property.

If a uniform has been issued, it must be worn when on duty (regular or when called in from on-call).

The on-call technician must be available by phone and respond within 15 minutes.

Technicians are responsible for testing the phone to ensure it is working properly.

Task Breakdown

1. The answering service should be given a list of maintenance emergencies. They should call a service employee if problems are reported.

2. The technician must:

   a. Carry a cell phone

   b. Respond by phone or in person within 15 minutes when contacted

   c. Maintain professional and courteous behavior

3. When the call is received, obtain a phone number so the technician can call the resident to identify the issue and confirm arrival time.

4. Notify the Property Manager if any threatened emergency cannot be handled properly.

5. Technicians should use the Real Page Facilities system to document the service request.

6. Keep the supervisor informed of any emergencies requiring follow-up or parts ordering.

7. Complete and close out all emergency work in Real Page immediately after resolution.

8. Do not consume alcohol or illegal drugs while on call.

Notes and Materials

Call Duty Work Log

Bellaire Multifamily Management LLC - For Internal Use Only

Last Updated: January 2, 2026