Department: Safety & Emergency Protocols

Policy Purpose: To establish a strict, zero-guesswork chain of command for emergency situations. During a crisis, technicians must act immediately using this approved escalation tree to ensure personal safety, mitigate liability, and alert MobileBattery management.

1. Level 1: Imminent Threat & Life Safety (Call 911 First)

If a situation poses an immediate threat to life, health, or public safety, you must bypass internal management and contact emergency services directly.

• Triggers for 911:

  A vehicle fire or uncontrolled lithium battery thermal event.

  A major traffic collision involving your service vehicle or the customer's vehicle.

  A severe medical emergency (e.g., severe chemical burn to the eyes, crushing injury).

  An immediate physical threat, assault, or severe aggressive behavior from a customer or bystander.

• The Protocol: Secure your own safety first (move away from the vehicle/roadway). Call 911. Once dispatch confirms emergency services are en route and you are out of danger, proceed immediately to Level 2.

2. Level 2: Critical Operational Emergencies (Call Management)

Once 911 has been notified (if required), or for urgent situations that do not require police/fire but require immediate management intervention, use your dedicated regional emergency line.

• The Contact: [Your Assigned Regional Emergency Line] (Provided in your onboarding packet)

• Triggers for Level 2:

  You have been involved in an accident or your service vehicle is disabled.

  You have accidentally caused significant damage to a customer's vehicle (e.g., smashed windshield, electrical short frying the ECU).

  You are locked out of a customer's vehicle with their keys inside.

  You have sustained a workplace injury that requires medical attention but is not immediately life-threatening.

• Incident Reporting: For any workplace injuries sustained, your regional manager must be notified immediately so the proper local worker's compensation and incident reports can be initiated within the required legal timeframe.

3. Level 3: Non-Emergency Police & Towing (Local Dispatch)

For situations that require official documentation or physical relocation but are not life-threatening.

• Triggers:

  A minor fender-bender in a parking lot with no injuries.

  The customer's vehicle is completely dead (bad starter/alternator) and needs to be relocated from an unsafe shoulder, but they do not have their own roadside assistance.

• The Protocol: Use the local non-emergency police line to report minor collisions. For towing, advise the customer to contact a local towing service, and log the outcome in your dispatch notes.

4. Level 4: Technical & Standard Support (The Hub)

If nobody is hurt, nothing is on fire, and the vehicle is safe, keep the emergency lines clear.

• The Contact: tech.mobilebattery.com (Ticketing Portal)

• Triggers for Level 4:

  A seized bolt you cannot remove.

  A BMS scanner failing to register a new battery.

  A customer disputing a warranty or refusing to pay.

• The Protocol: Submit a ticket with photos and wait for the support team to respond. Do not use your regional emergency line for routine technical questions.