Our office has a 24 hour personally answering the emergency maintenance line. After hours, resident’s calls are automatically forwarded to our 24-hour emergency maintenance line. The operator answering the phone is an actual maintenance employee, therefore qualified to deal with emergencies immediately. First, a determination would be made if the call is a true emergency nature. Some residents believe an emergency is any maintenance request they demand to have repaired immediately. If it is determined the request is not a true emergency, the request would be scheduled for regular business hours, meaning no overtime needed. If the determination is that the request is a true emergency, our staff would dispatch the appropriate vendor to address the issue.