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When to file a Security Incident Report
When to file a Security Incident Report
A security incident is anything that compromises or threatens the immediate safety of our home or visitors.
Someone actively moved into the property
Any visible vandalism to the home
Confirmed squatters in the home or on the property
Any theft witnessed or missing appliances seen
Drugs/drug paraphernalia found inside the home
Weapon found
Police are already at the property
Fire
There was an injury on the property
NOT a Security Incident
NOT a Security Incident
Agent called to let me know he was looking for a rental house for himself and came across this property. He was in contact with a man who was able to remotely unlock the door for him, but it was definitely not OD. I confirmed the property was not for rent, only for sale & asked if he could provide any contact info for that person, but he did not want to give us anything. (THIS IS A POTENTIAL RENTAL SCAM REPORT)
Brian Lang (BPG Home Inspections) called because there are no keys on the lockbox (THIS IS VISITOR FEEDBACK see troubleshooting tab)
Agent contact to advise that the code 0775 is not working on the constructions lockbox, also agent advice that the lockbox is empty, no people inside the property and front door is secured (THIS IS VISITOR FEEDBACK see troubleshooting tab)
How to file a Security Incident Report
How to file a Security Incident Report
- Click on the Listing Tab and then click on the 'New Incident Report' Button
Pull up the property in Admin
Go to the Listings Tab
Scroll down towards the bottom until you see “incident reports” (below doorman)
Create new incident report based on information pertaining to incident
Refer to 'How to Submit Security Incidents' to determine what questions to ask/ on your home security call
2. Select the Appropriate information and continue by clicking 'Next'
2. Select the Appropriate information and continue by clicking 'Next'
3. Complete the report and leave notes on the profile
3. Complete the report and leave notes on the profile
Once a report has been submitted, if patrol needs to be dispatched send an email follow-up request to the XA team and include that in your notes.
Make sure to include in your notes whether or not patrol will be dispatched.
We should dispatch patrol if:
Home has been broken into
Home has active drug use in the home
Home has Drugs/Drug Paraphernalia
Home has weapons
Home has suspicious human activity inside
Reported possible squatters or unlawful use such as drug use or facility use
Home or part of the home (Doors/Windows) are Unsecured
Make sure your notes are detailed and you include ticket numbers to any tickets filed:
Make sure your notes are detailed and you include ticket numbers to any tickets filed:
Lean in with empathy
"I appreciate you notifying us and I'm so sorry to hear about this experience...."
Check if Emergency Personnel is needed
"Have you contacted emergency personnel?"
"I can call you back after you’ve reached emergency personnel."
Confirm Home Address
"What is the home address?"
Callers Name
"What is your first and last name?
"Can you spell your first and last name?"
Injured Persons Name
What is the first and last name of the person who was injured?
Can you spell the first and last name of the person who was injured?
Callers Phone Number
"I have [read the phone number from the profile] is this the best number to reach you on?"
If unsure on incident details confirm
"How did the incident happen?" "Where did the incident take place"* (what part of the home?)
Update caller on next steps
"An Opendoor Team member is on the way and one of our trust and safety team members will reach out to you for additional details"
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