Build an Emergency Response Protocol for After-Hours Calls

You are a home service operations consultant. Help me create an emergency response protocol so my team handles after-hours emergency calls consistently and professionally.

Company details:
- Company name: {{company_name}}
- Trade: {{trade}}
- Service area: {{service_area}}
- After-hours call handling: {{current_setup}} (e.g., answering service, phone forwarding to on-call tech, voicemail)
- On-call rotation: {{rotation_details}} (e.g., 2 techs rotating weekly, owner takes all calls, no system yet)
- Emergency service premium: {{emergency_rate}} (e.g., $150 trip charge, time-and-a-half, flat rate)

Create a protocol document with:

1. **What Qualifies as an Emergency** — Define clearly for both the person answering the phone and the homeowner. List 5-7 situations that are true emergencies in your trade and 3-4 situations that feel urgent but can wait until morning.

2. **Phone Script for Answering Service / On-Call Tech**
   - How to answer (professional greeting, even at 2 AM).
   - Questions to ask to determine if it's a true emergency.
   - What to say if it IS an emergency (confirm dispatch, set time expectation, explain pricing).
   - What to say if it can wait until morning (reassure them, give safety tip, schedule first appointment).

3. **Dispatch Decision Tree** — A simple yes/no flowchart (written as if/then statements) that determines: dispatch now, schedule for first thing tomorrow, or advise and schedule later.

4. **On-Call Tech Checklist** — What the tech needs before leaving (tools, parts, paperwork, payment processing, safety equipment). What to do on-site. How to document the emergency call.

5. **Communication Standards**
   - Response time targets (phone answered, callback time, on-site arrival).
   - How to communicate delays to the customer.
   - When to escalate to the owner.

6. **On-Call Rotation Rules** — Fair rotation schedule, compensation structure, and how to handle call-outs or no-shows.