Tag: Restoration

Day 1 is where most water jobs either become billable restoration work or turn into a margin fight you never recover from. Not because the drying failed—because the paper trail did.

Supplement money is usually won or lost in the first 24 hours. Adjusters pay for what they can see in photos, moisture logs, and notes that match the scope you eventually file. Miss the source shot, skip the pre-demo moisture map, or hand the customer a vague authorization and you are funding someone else’s rewrite of your estimate later. This checklist runs in order—from ring to handoff—so your crew captures what actually gets paid.

1. The first call

Answer live when you can. Capture enough to dispatch correctly: loss address, caller name and relationship to the property, how water entered (supply line, appliance, roof, sewage, unknown), whether water is still active, approximate affected areas, and whether power is on. Ask if anyone is injured or if sewage is involved. Confirm who will meet the crew and whether pets or access codes apply. Give a realistic arrival window—not “20 minutes” if your nearest truck is an hour out.

Document: Time of call, phone number used, verbatim or near-verbatim description of the loss, who authorized emergency service, and any insurer or claim number the caller provides (even if unverified).

Skip this and: You dispatch blind, arrive without the right PPE or extractors, or later cannot prove who requested emergency work—common fight on authorization and after-hours charges.

2. Dispatch

Match crew size and gear to what the call suggests: portable extractors, truck mount, air movers, dehumidifiers, containment, HEPA if Category 3 is possible. Push the job packet to the lead tech: customer contact, gate codes, loss notes, billing path (carrier direct, homeowner, property manager), and any carrier-specific requirements your office already knows. Confirm who signs the work authorization on site.

Document: Dispatch time, unit or crew ID, equipment manifest sent to the truck, and the name of the lead tech responsible for Day-1 documentation.

Skip this and: The truck rolls short on dehus or PPE, the lead does not know who pays, and Day-1 photos land in a personal camera roll instead of the job file.

3. Arrival

Introduce the crew, verify you are at the correct loss address, and confirm you are speaking with the person who can authorize emergency work. Before you unload, walk the exterior for obvious entry points, standing water visible from outside, and safe parking for hoses and exhaust. Note weather if it affects access or secondary intrusion.

Document: Arrival time (stamp it), names and roles of people on site, and a wide exterior photo that shows the front of the structure and your vehicle timestamp if your camera supports it.

Skip this and: Authorization disputes start (“we never agreed to that”) and supplements lack proof of when emergency service actually began.

4. Safety walk and source control

Before aggressive extraction, walk the path of water with the customer when safe. Identify slip hazards, sagging ceilings, compromised floors, and electrical risk. Locate the source and stop active water if it is safe to do so—shutoff valve, breaker for the affected appliance, tarp on roof if that is within your protocol and it is safe. Do not enter structurally suspect areas without engineering or your company’s safety rule.

Document: Source location photos, shutoff or stabilization actions taken, safety hazards noted, and areas you excluded from work until further evaluation.

Skip this and: You extract while water is still running, miss a ceiling collapse risk, or cannot later prove the source type for line-item justification.

5. Water category callout

Make a working category decision on Day 1 using what you see and smell—not what you wish the job were. Category 1 can shift to Category 2 or 3 when time, temperature, and contamination mix. Sewage, drain backups, and water that crossed crawlspaces or unknown materials push you toward higher category handling: PPE upgrade, containment, anti-microbial decisions per your company protocol, and more aggressive demo of porous materials. Call the office if the category changes scope or price path.

Document: Category assigned, reasons (source, visible contamination, dwell time if known), PPE level used, and any change from the customer’s initial description.

Skip this and: You bill Category 1 labor while photos show gray water at the baseboard, or you under-scope HEPA/containment that the adjuster expects on a Category 3 loss.

6. Documentation sweep (before you move furniture)

Shoot the loss pre-mitigation: wide angles of each affected room, then tighter shots of wet materials, staining, swelling, and contents. Capture the water line on walls and contents where visible. Identify and photograph pre-existing damage separately so you are not accused of causing it. On a typical single-room loss this sweep might take 20–40 minutes; whole-house losses take longer—varies by job.

Document: Room-by-room photo set, pre-existing damage notes, contents list or photos for high-value items if your process requires it, and floor plan sketch or app-based diagram if your company uses one.

Skip this and: The adjuster compares post-demo photos to a empty room and assumes you over-tore. Pre-existing arguments eat supplements.

7. Extraction

Remove freestanding water before you debate equipment counts. Work from source outward. Use the method that fits the surface: wand on carpet, hard surface tools on tile, pump for deep standing water. Lift and block furniture when policy allows; if contents are wet, document before you move them. Extraction on a typical single-room loss often runs about 1–3 hours; multi-room and whole-house losses run longer—varies by job.

Document: Start and stop times for extraction, areas and materials extracted, gallons pumped if your truck logs it, and photos showing water depth before and film after extraction where useful.

Skip this and: You place ten air movers on water still sitting in the carpet pad and spend days drying a job that should have been extracted once more—or you cannot support weighted extraction line items.

8. Demolition decisions

Demo only what drying requires and what authorization covers. Common Day-1 cuts: toe kicks, small flood cuts in drywall when moisture readings or visual damage support it, pad removal when wet and category warrants it, drill holes in cabinet backs for wall cavity drying when approved. Explain to the customer what you are removing and why before you cut. If they refuse a necessary cut, note the refusal.

Document: Pre-demo moisture readings at cut locations, photos of each cut area before and after, material type and approximate linear or square footage, and customer approval or refusal in writing.

Skip this and: You flood-cut without readings and the supplement auditor flags “no evidence,” or the homeowner claims you destroyed intact cabinets without consent.

9. Equipment placement

Size the drying system to the wet environment: affected cubic footage, class of loss as your company defines it, and dehu capacity that matches the air volume. Place air movers on wet surfaces at angles your training uses; position dehumidifiers where airflow supports intake and exhaust. Run hoses to condensate drains or buckets per setup. Balance noise and heat with the customer—they will live with this layout tonight.

Document: Equipment count and type, serial numbers or asset tags, placement photos showing each unit in the room, and a simple sketch or list of which room holds which unit.

Skip this and: You cannot prove six dehus were on site on Day 1, or the layout in Day-3 photos does not match Day-1—easy reason to cut rental days.

10. Monitoring setup

Establish baseline moisture readings on affected and unaffected materials where applicable. Log humidity and temperature in the drying zone. Schedule the first follow-up visit or on-call check according to your company’s water protocol—many shops touch the job the same evening or early next morning on larger losses. Enter readings where your office wants them: paper drying log, CRM, or moisture map tool.

Document: Meter type, calibration date if your process tracks it, reading locations marked on sketch or map, ambient RH and temperature, and target dry standard your company uses for that material.

Skip this and: You claim progress on Day 3 with no Day-1 baseline, or the supplement reviewer rejects drying charges as unsupported.

11. Customer handoff and paperwork

Before you leave, walk the customer through what you did, what is drying, what they should not touch, trip hazards from cords and hoses, and when the crew returns. Collect signed work authorization, direction-to-pay or carrier forms if applicable, and emergency contact for overnight questions. Confirm the best number for the adjuster if they call.

Document: Signed authorization and any refusal signatures, customer copy of what they signed, lead tech sign-off that photos uploaded to the job file, and a short plain-language summary of Day-1 scope for the office billing team.

Skip this and: Monday’s supplement writer inherits a folder of photos and no signed auth—work stops while everyone chases signatures.

What the photo log must capture

Adjusters and supplement reviewers reconstruct Day 1 from your images. Missing one category below will not always kill a claim, but together these shots are what experienced reviewers expect when they approve tear-out, equipment days, and antimicrobial line items.

First-night monitoring

On-call or the assigned lead should treat the first night as part of Day 1, not optional. What you check depends on loss size, but the pattern is the same: confirm equipment is running, confirm nothing is leaking from hoses or condensate lines, and confirm the environment is moving in the right direction.

What the on-call tech checks

• Every dehu running, filters seated, condensate draining, no freeze-up on coils in cold garages—varies by job and season.
• Air movers plugged in and oriented; cords not in standing water or trip paths when you can fix it safely.
• No new water appearing after source control (slow supply leak, recurring roof drip).
• Customer concerns: odor spike, new staining, power tripped—log the call even if no visit is needed.

What to log

At minimum: time of check, who performed it, ambient temperature and RH in the drying zone, and moisture readings at the same reference points you used on Day 1 when you visit in person. If you only do a phone check, log that the customer confirmed equipment running and reported no new water.

When to add or move equipment

Add capacity when readings flatline high after several hours of runtime, when a new wet wall opens after demo, or when someone shut off units “because it was loud.” Move air movers when furniture was reset, when a wall cavity opened, or when one room is pulling moisture from another because of a closed door. Document the change with a photo and a one-line reason.

The call that prevents a Day-2 disaster

If the customer reports bubbling paint, sagging drywall, sewage odor after a Category 1 call, or water under new areas, treat it as urgent. A ten-minute drive-by beats a mold panic call and an adjuster asking why no one responded overnight. Note the conversation time and outcome in the job file even if you do not roll a full crew until morning.

FAQ

Companion reads

• The drying data dilemma: getting paid with the readings you already take
• Xactimate supplement audit—what reviewers actually look for
• Water damage supplements in Xactimate: scope that matches the file
• Moisture maps and drying logs that hold up on large losses
• Water damage drying process from extraction to clearance
• Water damage restoration pricing and what drives the invoice