An important indicator of the performance of a management organization servicing an apartment building is emergency dispatch service. It is very important for any resident that requests, including in the event of utility emergencies, submitted to the service organization, are executed efficiently and promptly.
At the end of 2021, the Government of the Russian Federation introduced amendments to Resolution No. 416 “On the procedure for carrying out activities for managing apartment buildings,” which outlined clear requirements for the procedure for organizing emergency dispatch services. And even though these changes came into effect on March 1, 2021, not all management organizations still follow them.
Organizing emergency dispatch service is the responsibility of any management organization.
There are 2 ways to provide an apartment building with emergency dispatch service:
- Create a service on your own;
- Enter into an agreement with an organization that can provide such service.
Responsibilities of the ADF
Government Decree No. 416 details the scope of activities of the emergency dispatch service (ADS). Now the emergency dispatch service carries out:
- Daily (current) control over the operation of in-house engineering systems of apartment buildings;
- Quality control of communal resources at the interface between elements of in-house engineering systems and centralized networks of engineering and technical support;
- Control of gas contamination of technical undergrounds and collectors;
- Providing loudspeaker (two-way) communication with elevator passengers;
- Round-the-clock registration and monitoring of the implementation within the specified time frame (clause 13 of the Rules) of applications from owners and users of premises in apartment buildings on issues related to the provision of utilities, maintenance of common property in an apartment building, provision of services and performance of work on the maintenance and repair of common property in apartment building;
- Taking prompt measures to ensure the safety of citizens in the event of emergency situations or the threat of their occurrence.
Also, paragraph 17(3) of Rules No. 416 establishes that when providing emergency dispatch services, the safety of life and health of people and animals, the environment, and the safety of the property of the owners of premises in an apartment building must be ensured. Emergency dispatch service employees who travel to carry out requests must be provided with the necessary funds, including equipment and materials. An employee of the emergency dispatch service must have with him a service ID, an identification mark (badge, patch on clothing, etc.) indicating the name of the organization, surname, first name, patronymic (if any) and professional specialization, as well as disposable shoe covers.
Preventive actions
It should be taken into account that ADS only carries out urgent, urgent repair work to replace equipment. ADS will not undertake a major replacement of the elevator - it is time-consuming and expensive.
Preventing a problem is always easier than fixing it. This is also true for accidents. They can be prevented through preventive inspection of utilities. Timely and high-quality repair measures are of great importance: current and major repairs.
We must also remember about the elements, which bring with them large-scale destruction. The emergency services, of course, are unable to stop a hurricane. However, it can plan organizational and technical measures to minimize the destruction of public utilities.
ADS rights
However, do not forget: in order for the emergency dispatch service to properly perform its duties in accordance with the requirements, legislators also gave it the corresponding rights:
- Receive and process personal data of applicants, which they transmit to the ADS when submitting an application or complaint.
- Involve the services of resource supply organizations, etc., in eliminating accidents.
- Gain access to the owners’ apartments to eliminate accidents and repairs (including in court).
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“Technical section, Butorova”
The management company has an extensive scope of work; it services almost 250 houses in all areas of the city. The staff is more than a hundred people. The structure of the enterprise includes four repair and operational sections: one on the right bank, three on the left. Each has its own dispatchers.
“Hello, technical section, Butorova,” the operator of the control room at Vysotnaya, 1a introduces himself. Although most often she does not need an introduction, residents recognize her by her voice.
The day we arrived at the technical site was relatively warm, which is probably why there were few calls. In cold weather the number of requests is much higher.
“In cold weather, resource supply organizations usually increase the heat supply,” says Tatyana Spitsyna, senior operator of the dispatch service. - Some people get hot, but others still feel cold. We accept applications by phone or during a personal visit; all requests are entered into a special program. Locksmiths try to handle calls as quickly as possible.
For all problems with heating, the Criminal Code draws up reports. Then, based on them, specialists decide how to resolve the situation.
Procedure for receiving applications
The dispatcher must follow the procedure for receiving requests. The algorithm can be divided into several stages:
- Answer the call. An application from a resident of the house can be received by the emergency dispatch service through various communication channels (call, website, mobile application, social networks and instant messengers, from third-party organizations).
- Identification of the reason and nature of the appeal. The dispatcher must find out the reasons and nature of the request, the applicant’s details and the address of the house and apartment, as well as all the details of the application, depending on its nature.
- Registration of an application and notification of its number. Each application, regardless of how it got to the dispatcher, must be registered in the application log. It can be any magazine, electronic or regular on paper. The log should be the same for all types of requests. When an application is registered in the journal, it is assigned a number. The dispatcher is obliged to provide registration data to the applicant. If the dispatcher himself can estimate the preliminary deadlines for completing the application, then he can inform the resident about this.
- Reviewing the appeal and drawing up an action plan. When all the necessary data is received, the dispatcher must draw up an action plan and assign an executor.
- Interaction with other services. If the situation requires the assistance of other services or informing the local government, the ADS employee contacts them. He must note this in the application log.
- Informing the applicant about the deadline for completing the application. When the dispatcher has drawn up an action plan, knows who will carry it out and within what time frame, he needs to communicate this information to the applicant.
- Coordination of access of ADF officers to the premises. If necessary, the dispatcher informs the resident of the house that the repair team workers need to be given access to the premises and coordinates the time of the visit.
- Submission of the application for execution. When all preliminary approvals are completed, the dispatcher submits the request for execution.
- Recording of all information on the application in journals.
Application deadlines
The deadlines for eliminating accidents were legislatively approved (according to the previous version, emergency dispatch service employees had to “teleport” to the scene of the accident and immediately repair everything).
The ADS must provide:
- Answer the phone call within 5 minutes. If you do not receive an answer, call back within 10 minutes. If an email or voice message arrives, the dispatcher has 10 minutes to process it.
- Localization of emergency damage to in-house engineering systems of cold and hot water supply, drainage and in-house heating and power supply systems no more than half an hour from the moment of registration of the application.
- Elimination of blockages in the in-house sewerage system within two hours from the moment of registration of the application.
- Elimination of blockages in garbage chutes inside apartment buildings within 2 hours from the moment of registration of the application, but no earlier than 8 hours and no later than 23 hours when applications are accepted around the clock.
- Supply of utilities in case of emergency damage to the in-house engineering systems of cold and hot water supply, sewerage and in-house heating and power supply systems within a time frame that does not violate the duration of interruptions in the provision of utility services established by the housing legislation of the Russian Federation.
- Elimination of emergency damage to in-house engineering systems of cold and hot water supply, drainage and in-house heating and power supply systems within no more than 3 days from the date of emergency damage.
Do not forget that the owner must be notified of the planned timing of the application within half an hour from the moment of registration of the application. And in the event of damage to the in-house heating systems, cold and hot water supply and sanitation, the emergency dispatch service must inform the local government body of the municipality on whose territory the apartment building is located about the nature of the accident and the planned time frame for its elimination.
The emergency dispatch service must monitor the timing, quality of execution of received applications using photo recording tools, prompt and periodic surveys of owners and users of premises in an apartment building regarding the quality of execution of received applications. The control results are entered into the application logbook or the state information system of housing and communal services in the case of maintaining an application logbook in this system (clause 17(4) of Rules No. 416).
Accidents on communal life support systems
The venerable age of engineering communications from time to time creates typical troubles for residents in the form of burst pipes, but sometimes provokes dangerous incidents - accidents. For example, a gas leak is quite capable of causing mass poisoning and even an explosion. Therefore, such emergency situations require a prompt response.
Learn more about what and why accidents occur on public life support systems and how they should be eliminated by authorized services.
About violations in organizing the work of the emergency dispatch service
It should be noted that for management organizations, failure to comply with clause 13 of Rule No. 416 is a gross violation of licensing requirements and threatens the management organization with considerable fines. They can be held administratively liable not only for the lack of their own ADS or an agreement with a contractor, but also for violations of the ADS operation procedure.
Violation of licensing requirements may result in prosecution under Article 14.1.3 of the Code of Administrative Offences, and may lead to the imposition of an administrative fine on officials in the amount of fifty thousand to one hundred thousand rubles or disqualification for up to three years; for individual entrepreneurs and legal entities - from two hundred fifty thousand to three hundred thousand rubles (in case of violation of the “usual” licensing requirements). In case of gross violation of licensing requirements (clause 4.1 of RF PP No. 1110) - an administrative fine on officials in the amount of one hundred thousand to two hundred and fifty thousand rubles or disqualification for up to three years; for individual entrepreneurs and legal entities - from three hundred thousand to three hundred fifty thousand rubles.
Emergency dispatch service at Domuchet service
Organizing a properly and efficiently operating emergency dispatch service is an extremely difficult task, but it must be accomplished by all management organizations.
Using the Domuchet service, you can easily and quickly organize emergency dispatch services. The service is extremely easy to use and already contains an electronic log of applications. It allows you to record all information on residents’ requests, assign responsible persons, send them information about new applications online, and attach any files.
We can integrate with any PBX that supports a software interface.
The service also includes the ability to maintain a price list for additional work and services. A system has been implemented for attaching additional work to the application, recording prices for services and materials, as well as printing accompanying documents, such as a certificate of completion of work. All declared functionality is included in the ADS module and does not require any additional costs.
Please note that the dispatch service can operate without maintaining records in the service.
We invite you to evaluate all the capabilities of the emergency dispatch service from Domuchet at an attractive price.
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Requirements for the specialty
Since the dispatcher position carries a high degree of responsibility, special requirements apply to employees. The basic knowledge required to carry out the work and complete assigned tasks includes the following:
- Understanding the sequence and complexity of repair work
- Understanding time frames when planning the work of field teams
- Condition and characteristics of the housing stock managed by a specific dispatcher
- The employee must know exactly how housing services are provided to the population
- Methods and methods for quickly responding and transmitting information about incidents on site
- Methods of communicating information to citizens about the timing of repair work and restoring the supply of gas, water and electricity during their planned shutdown
- Basic knowledge in the field of office work will be useful in drawing up various acts and documents when performing work
- Basic safety regulations when performing repair work
