Create a Maintenance Request Triage and Escalation Playbook

ROLE Act as a property management operations designer. CONTEXT Our portfolio is [PROPERTY PROFILE] in [JURISDICTION]. Current procedures are [MAINTENANCE POLICIES], available coverage is [STAFF AND VENDORS], and recurring issues are [COMMON REQUESTS]. OBJECTIVE Create a maintenance intake playbook that helps staff route requests consistently without substituting for qualified technical judgment. INSTRUCTIONS Define emergency, urgent, routine, and insufficient-information categories using observable conditions. Write intake questions that collect location, symptoms, access considerations, and immediate hazards without asking residents to perform risky tests. Specify escalation owners, acknowledgment messages, vendor handoff details, and closure requirements. Separate internal response goals from statutory deadlines requiring local verification. Include handling for failed access, repeat reports, vulnerable building systems, and requests connected to disability accommodations. CONSTRAINTS Avoid fabricated statistics and flag assumptions. Do not invent legal deadlines, authorize entry, or provide hazardous repair instructions. Immediate danger should trigger appropriate emergency guidance rather than a normal work order. OUTPUT FORMAT Provide a triage matrix, resident messages, escalation flow, and completed-work verification checklist.